QMS Manual PDF

Document No ISOQEM
QUALITY AND Procedure No ISOQEM‐1

Issue Date 01.01.2010
ENVIRONMENT Rev.No:
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00. PREAMBLE

Believing that customer satisfaction will increase our competitiveness, we continue working as a
systematic institution that embraces the prerequisite of high‐quality service.

We have no doubt that the expansion of the developing and changing quality concept in recent years
will contribute positively to our organization, our sector, our customers and our country. Our company,
which has achieved this change, has an important place in the sector with its quality and environmental
understanding, and will always keep up to date by aiming for the better.

This Integrated Manual, which will provide guidance to PMI staff for the development, improvement and
survival of the Quality and Environment Management System, is also a testament to PMI Integrated Management
System.

As the basic principle of the competition is "Offering the Service of Affordable, Quality, Environmentally
Friendly Products", PMI implements and improves activities in accordance with TS EN ISO 9001 Quality and TS EN ISO
14001 Environmental Management Systems, National and International Legal Requirements, Legislations and
Regulations within the understanding of Total Quality.

For this reason, a service delivery system has been created and continuously improved to enable us to reach
the quality level that will meet all the needs that our customers may have, whether they have stated them or not.

01. INTRODUCTION OF THE COMPANY
 PMI ELEKTRİK VE ELEKTRONİK SİS.DIŞ.TİC.LTD.ŞTİ aims to consolidate its current structure with its
successful commercial experiences, and to take place permanently in the production sector of Lighting
products in the Turkey and internationally in future.
CONTACT DETAILS:
PMİ ELEKTRİK VE ELEKTRONİK SİS.DIŞ.TİC.LTD.ŞTİ
Address : KAVACIK MAH.ERTÜRK SOK.N.5 ZEMİN KAT BEYKOZ İSTANBUL
1.1. PROVIDED SERVICES:
Our established Environment, OHS and Quality Management System is structured considering that the
wishes and expectations of relevant parties, OHS and Environmental conditions may vary from project to
project.
In the present century; environmental pollution, which occurred in parallel with the humanity's disregard for
nature, is now a common problem of all countries of the world. Problems stemmed from mankind’s relations
with nature. When viewed with the awareness of nature, no single topics can be found that is related to the
needs of living beings and not related to the environment. Understanding this fact spontaneously reveals the
Approval/Date/Signature

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necessity of preserving the ecological balance for the continuity of all living things and places responsibility
on humans, who is the species with the most brain power. All countries of the world need to provide
support and assistance to each other and nature in order to solve this general problem.
In order to create a secure environment for all employees, working environment, suppliers, customers,
visitors and other people who may be affected by our activities while conducting our activities, activities
related to Occupational Health Safety are planned, implemented, controlled, measured, and studies are in
progress to ensure continuity.

Feeling of responsibility of PMI ELEKTRİK;
Environment, OHS and Quality Management System has been established by integrating customer‐oriented
approach, environmental awareness, occupational health and safety, and by emphasizing the importance of
human resources. We are working continuously to have our system, which covers ISO 14001, OHSAS (TS
18001) and ISO 9001 standards, understood and to have all our departments be aware of it.
2. REFERRED STANDARDS AND/OR DOCUMENTS:
PMİ ELEKTRİK VE ELEKTRONİK SİS.DIŞ.TİC.LTD.ŞTİ uses the following standards;
ISO 9000: 2015 Quality Management Systems ‐ Main Principles, Terms and Definitions
TS EN ISO 9001:2015 Quality Management System Requirements
TS EN ISO 14001:2015 Environmental Management System Requirements
OHSAS 18001 Occupational Health and Safety
Ministry of Environment and Urban Planning laws and regulations
Other Legal Institution laws and regulations

3. TERMS AND DEFINITIONS:
The terms and definitions of ISO 9000: 2015, ISO 14001: 2015 and OHSAS 18001 are applied for the purposes
of TS EN ISO 9001:2015 standard.
4. CONTEXT OF THE INSTITUTION:
4.1 Understanding the institution and its context

PMI has identified internal and external aspects related to its goals and strategy, and which affect the ability
of its quality and environmental management systems to achieve intended outcomes.
PMI monitors and reviews information on these internal and external issues.


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Relevant Parties;

External Parties Context:
Suppliers: Reliability of suppliers, retaining current suppliers, acquiring new suppliers
Economic Status: Financial security, national economic status
Laws and Regulations: Status of fulfilling requirements, environment legislations, product standards,
communiqués
Market: Retaining customers, losing customers, gaining new customers, market expanding &
shrinking, market share, creating markets in foreign countries
Technology: Internet access, innovations in production technology, reduction of wastes, recovery,
resource usage
Social: Communication with non‐customer parties, social activities, social responsibility projects
Customer: Environmental requirements, sanctions, product requirements
Bank: Export transactions, import transactions, loans
Competitors: Status against competitors, status of competitors in the market, falling behind
competitors, monitoring
End User: Perception, satisfaction, understanding the requests

Internal Parties Context:
Acquired Information: Reliable and accurate information obtained from manufacturing
activities, standards, publications, statistical analyses, records, availability of reports, availability of
qualified and expert personnel, research and development
Corporate Culture: Speed of employees leaving work, training, internal communication,
development/improvement of employee qualities
Values: Corporate loyalty of employees, training activities, improvement of the qualities of
employees
Performance: Status of equipment used for production activities, power outages, downtime, new
personal development & improvement experiences, waste management, resource utilization
Information System: Hardware status, used software, number of users, licenses, effective usage
Proprietary Technology: Up‐to‐dateness, energy usage, waste management
Facility: Status of the infrastructure and other facilities, wastes
Targets/Strategies: Compliance with policy, compliance with target audience, compliance with
operating conditions
Binding Contracts: Compliance with current technology, environmental issues, social conditions
Equipment: Efficiency, waste discharge, energy usage
Governance: Decision‐making, sufficient qualities, knowledge, experience

4.2 Understanding the needs and expectations of related parties


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PMI has identified the following due to their effect or potential effect on the ability to regularly supply
products and services that meet the requirements of customers and applicable primary and secondary
legislations:
a) Parties related to quality and environmental management system,
b) Requirements of such parties related to quality and environmental management system,

PMI monitors and reviews information on these parties and the requirements of such parties with TB.03
Relevant Party Needs and Expectations Monitoring Table.

4.3 Determining the Scope of Quality and Environmental Management System

PMI has determined the limits and applicability of the quality and environmental management system in
order to determine the scope.
In determining this scope, it considers the following:

It covers the requirements to be met by the quality and environment management system in following
situations;
A) When there is a need to demonstrate the ability to regularly provide the product that meets
the customer and applicable primary and secondary legislation requirements
B) When it aims to increase customer satisfaction by effectively applying the system; including
continuous improvement of the system, and the processes required for assurance of compliance with
customer requirements and applicable primary and secondary legislation requirements

PMI applies all applicable requirements within the scope specified in TS EN ISO 9001:2015, ISO 14001:2015
and OHSAS 18001 standard requirements.
PMI has determined and maintained the scope of its Quality, Environment and OHS System in an integrated
manner. In determining this scope; the needs and expectations of all parties involved in all internal and
external contexts were taken into account.

The scope defines the types of products and services covered, and if it is found that any provisions of TS EN
ISO 9001:2015 and TS EN ISO 14001:2015 standards are not applicable under the Quality and Environment
Management System, it defines the its reason when the compliance of its products and services and its
ability of assuring the increase of customer satisfaction are not affected.

PMI ELEKTRİK VE ELEKTRONİK SİS.DIŞ.TİC.LTD.ŞTİ
operates in the following fields:
DESIGNING, PRODUCING, SALES AND SERVICES OF AC AND DC POWER SOURCES, VOLTAGE REGULATORS,
COMPENSATION DEVICES, NICKEL/CADMIUM/LEAD ACID BATTERIES AND OTHER ELECTRIC DEVICES
4.4 Quality and Environmental Management System and Processes

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4.4.1 In accordance with the requirements of TS EN ISO 9001:2015 and TS EN ISO 14001:2015, PMI
determines, applies, maintains and continuously improves necessary processes and their interactions with
each other.

It determines the processes needed for Quality and Environmental Management System and their
applications in PMİ ELEKTRİK, and:

a) determines the required inputs of these processes and their expected outputs,
b) determines the order of these processes and their interactions with each other,
c) determines and applies the criteria and methods (including monitoring, measurement and related
performance criteria) needed to ensure the effective operation and control of the processes,
d) identifies and assures the existence of resources needed for these processes,
e) determines the authorities and responsibilities for these processes,
f) identifies the risks and opportunities determined according to the requirements of Article 6.1,
g) evaluates these processes and applies any changes needed to ensure that these processes reach
desired results,
h) improves the processes and Quality and Environmental Management System.

4.4.2 P
PMI, to the required extent:
a) maintains the documented information to support the operation of these processes,
b) maintains documented information to ensure that the processes are carried out in a planned manner.

5.1 Leadership and Commitment
5.1.1 General
Senior management demonstrates leadership and commitment for the Quality and Environmental
Management System by:
a) Accountability for the Quality and Environmental Management System,
b) Ensuring that quality and environmental policy, quality and environmental objectives are established
and that they are compatible with the strategic direction and context of the organization,
c) Ensuring that the quality and environmental management system requirements are integrated with the
business processes of the organization,

d) Encouraging the use of process approach and risk‐based thinking,

e) Ensuring the existence of resources required for Quality and Environmental Management System,
f) Sharing the importance of effective Quality and Environment Management and compliance with Quality
and Environmental Management System requirements,
g) Ensuring that the Quality and Environmental Management System achieves its intended outputs,
h) Recruiting, guiding and supporting the people who will contribute to the efficiency of the Quality and
Environmental Management System,
i) Promoting improvement,

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j) Support of other relevant managers (in terms of their application to their areas of responsibility) to
demonstrate their leaderships.

5.1.2 Customer Focus
Senior management demonstrates leadership and commitment for customer focus by ensuring that:
a) Customer needs and applicable primary and secondary legislation requirements are determined,
understood and met on a regular basis,
b) The ability to increase customer satisfaction with risks and opportunities that may affect the
appropriateness of products and services are identified and determined,
c) Focus on increasing customer satisfaction is maintained.

5.2 Policy
5.2.1 Establishing the Quality and Environment Policy
Senior management has established, implemented and maintained a quality and environmental policy that:
a) complies with the purpose and context of the organization and supports its strategic direction,
b) provides a framework for determining quality and environment objectives,
c) contains a commitment to fulfill applicable requirements,
d) contains a commitment to continuously improve the Quality and Environmental Management System,

It has established POL.01 Quality and Environmental Management System Policy and introduced it to all
employees and public.

5.2.2 Announcement of the Quality and Environment Policy
POL.01 Quality and Environmental Management System Policy has been established, its continuity is
ensured, it has been announced to all employees in the organization, and ensured that it is understood and
applied. It has been made available to relevant parties.

5.3 Corporate Duties, Powers and Responsibilities

Senior management has identified the authorities and responsibilities for relevant duties, announced and
secured them within the organization.
Senior management identified the authorities and responsibilities for these following:
a) Ensuring that the Quality and Environmental Management System meets the requirements of this
standard,
b) Ensuring that the processes produce the desired results,
c) Reporting (in particular, reporting to senior management) on the performance of the Quality and
Environmental Management System and opportunities for its improvement (see clause 10.1),
d) Ensuring and assuring the promotion of customer focus in PMI,
e) Ensuring the integrity of the quality and environmental management system while planning and
implementing changes to the Quality and Environmental Management System.

6 Planning
6.1 Activities to Identify Risk and Opportunities

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6.1.1 When planning the Quality and Environmental Management System, PMI considers the issues referred to
in Article 4.1, the terms referred to in Article 4.2, and the identification of the risks and opportunities that
must refer to the following.
a) Ensuring that the Quality and Environmental Management System achieves its intended outputs,
b) Developing desired effects,
c) Preventing or reducing unwanted effects,
d) Achieving improvement.

6.1.2 P
PMI has planned the following:
a) Activities to identify such risks and opportunities
b) How it will perform the following:
1) How it will integrate and apply the activities in quality and environmental management system
processes,
2) How it will ensure the effectiveness of such activities.
Activities for dealing with risks and opportunities must be proportionate with their potential effects on the
conformance of the products and services.

6.1.3 Conformance Obligations
PMI;
b) must determine how such conformance obligations are applied to the organization,
c) takes into account such conformance obligations while establishing, applying, maintaining and
continuously improving the environmental management systems.

6.1.4 Planning
PMI plans:
a) Activities for identifying the following:
1) Important environmental dimensions,
2) Conformance obligations,
3) Risks and opportunities defined in Article 6.1.1.
b) How it will perform the following:
Integrating and implementing the activities in Article 6.2, Article 7 and Article 9.1 or other in business
processes,
2) Evaluation of the effectiveness of such activities.

6.2 Quality and Environment Goals, and the Planning to Achieve Them
6.2.1 P
PMI has established its quality and environment goals in the relevant functions, levels and processes
needed for the Quality and Environmental Management System.
Quality and environment goals must be:
a) related to the Quality and Environmental Management Policy,
b) measurable,
c) consider applicable terms,
d) suitable for increasing the conformance of products & services and customer satisfaction,

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e) traceable,
f) announced,
g) duly updated.

PMI monitors and maintains its quality and environment goals with Our Goals, Purposes and Action Plan.

6.2.2 While planning to achieve quality and environment purposes, it identifies:
a) What to do,
b) Which resources will be necessary,
c) Who will be responsible,
d) When will it be completed,
e) How the results will be evaluated

6.3 Planning the Changes
If PMI detects a need for a change in the Quality and Environmental Management System, changes are made
in a planned manner (see Article 4.4).

PMI evaluates the following:
a) Objectives and potential consequences of the changes,
b) Quality and integrity of the Quality and Environmental Management System,
c) Availability of resources,
d) Defining or redefining powers and responsibilities.

7. Support
7.1 Resources
7.1.1 General
PMI identifies and provides the resources needed for the establishment, application, maintenance and
continuous improvement of the Quality and Environmental Management System.

a) Abilities and limitations of current internal resources,
b) What will be procured from external suppliers.

7.1.2 People
PMI assigns and provides the necessary personnel for the operation and control of processes with the
effective operation of the Quality and Environmental Management System.

7.1.3 Infrastructure
PMI establishes, procures and maintains the infrastructure necessary for the operation of the processes, and
for achieving conformance for the products and services.
Infrastructure:
a) Buildings and relevant premises,

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b) Machinery equipment including hardware and software,
c) Transportation/handling resources,
d) Information and communication technology.

7.1.4 Environment for operating the processes
PMI establishes, procures and maintains the environment necessary for the operation of the processes, and
for achieving conformance for the products and services.
As a combination of human and physical elements, it evaluates elements including the following;
a) Social (for example; calm, not discriminating, not confrontational),
b) Psychological (for example; stress reducing, preventing exhaustion, emotionally protective),
c) Physical (for example; temperature, heat, moisture, light, ambient air, hygiene, noise).
These elements may vary according to the products and services provided.

7.1.5 Monitoring and measurement of resources
7.1.5.1 General
PMI assigns and supplies the resources needed to secure valid and reliable results when it uses monitoring
and measurement to verify compliance of products and services to the requirements.

PMI, assures the following for provided resources:
a) They are appropriate for certain types of monitoring and measurement activities performed,
b) They are sustainable to ensure continuous conformance for their purposes.
PMI maintains duly documented information as evidence of the conformance of monitoring and
measurement resources.

7.1.5.2 Measurement traceability
PMI has its measuring devices calibrated by nationally and internationally accredited organizations, and
monitors the calibration activities. For this, it has implemented and applied Measurement Devices List and
Calibration Monitoring Form. It stores them safely to protect them against damages and malfunctions.
When the measuring equipment is not suitable for the intended purpose, it determines that the validity of
the previous measurement results is adversely affected and carries out the necessary corrective actions.

7.1.6 Corporate knowledge
PMI identifies the knowledge needed for carrying out its processes and for its products and services to
achieve conformance.
The knowledge is sustainable and can be accessed as needed.
When the needs and trends of change are addressed, PMI evaluates the existing knowledge and determines
how it can gain or access any additional information and necessary updates needed.

The knowledge is the information that it uses and shares to achieve its purposes.
Corporate knowledge is based on the following:

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a) Internal resources (for example; intellectual properties, knowledge, lessons learned from failures and
successful projects, capturing and sharing of undocumented knowledge and experience, results of
improvements in processes, products and services),
b) External resources (for example; information compiled from standards, academic environments,
conferences, customers and external suppliers).

7.2 Competence
PMI
a) identifies required competence of the persons working under its control, which affects the
performance and effectiveness of the Quality and Environmental Management System,
b) ensures their competence by taking into consideration appropriate education, training and experience,
c) when applicable, carries out the necessary activities to gain required qualifications and evaluates the
effectiveness of these activities,
d) maintains duly documented information as proof of competence.

It has created the Human Resources and Training Procedure and Training Plan documents, and applies
them for competence and awareness.

7.3 Awareness
PMI assures that those working under its control are aware of:
a) Quality and environment policy,
b) Relevant quality and environment purposes,
c) Their contribution to the effectiveness of quality and environmental management system, including the
benefits of improved performance,
d) intervening in situations where Quality and Environmental Management System requirements are not
met.

7.4 Communication
PMI has identified the internal and external communications required for the quality and environmental
management system, including:
a) What the communication will be related to,
a) When the communication will be made,
c) With whom the communication will be made,
c) How the communication will be made,
c) Who will make the communication

It has established, applies and maintaining a Communication Plan.

7.5 Documented information

7.5.1 General

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Quality and Environmental Management System includes:
a) Documented information required as standard,
b) Documented information for increasing the effectiveness of the Quality and Environmental
Management System,

7.5.2 Creating and updating
When creating and updating documented information, PMI duly ensures the following:
a) Definition and explanation (for example; title, date, author or reference number),
b) Format (for example; language, software version, graphics) and media (for example; paper, electronic),
c) Review and approval for conformance and eligibility.

7.5.3 Checking of documented information
7.5.3.1 Documented information required by Quality and Environmental Management System and by the
standards are checked to ensure that:
a) They are available for use wherever and whenever needed,
b) They are duly protected (for example; loss of confidentiality, unauthorized usage, loss of integrity).
They are secured and monitored by the Control of Documents procedure.

7.5.3.2 PMI has determined the following actions to check the documented information:
a) Distribution, access, use and reuse,
b) Archiving and protection, including the protection of qualities,
c) Control of changes (for example; version control),
d) Storage and disposal.

The externally documented information, as determined by PMI to be required for the planning and
operation of the quality and environmental management system, are appropriately identified and controlled.
Documented information maintained as proof of conformance is protected against unintended changes.
The authorities for accessing, only seeing with a permission, or seeing and changing the documented
information are detailed in “Checking of Documents” and “P02 Checking of Records Procedure”.

8 Operation
8.1 Operational planning and control
PMI plans, creates, implemented and checks the processes necessary for providing products and services,
and for performing the activities set out in Article 6 by:
a) Identifying the conditions for products and services,
b) Establishing criteria for the following:
1) Processes,
2) Accepting products and services.
c) Identifying the resources needed to ensure compliance with product and service requirements,
d) Checks the processes according to criteria,
e) Identifying, storing and maintaining the documented information within the scope necessary for:
1) Ensuring that the processes are operated as planned,

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2) Displaying the conformance of the products and services.
The outputs of the planning is appropriate for the operations of the organization.
Input control, intermediate control and final control and service delivery activities are planned with PL.03
Quality Plan.
PMI controls planned changes and reviews the consequences of unwanted changes by performing necessary
actions to reduce negative impacts.
There is no outsourced business or process involved in PMI manufacturing activities.
8.2 Requirements for products and services / Emergency Readiness and Response

PMI creates, implements and maintains the necessary procedures for preparing for and responding to
potential emergencies.
PMI
a) prepares for intervention by planning the activities to prevent or reduce negative environmental
impacts of emergency situations,
b) intervenes to real emergencies,
c) Performs activities appropriate for the magnitude and potential environmental impacts of emergency
situations in order to prevent or mitigate the consequences of the emergency,
d) Tests the planned intervention activities regularly (if applicable),
e) Periodically reviews and revises the processes and planned interventions activities (especially after
emergencies and tests),
f) duly provides relevant necessary information regarding emergency readiness and response to parties
concerned, including those working under its control.

8.2.1 Communication with Customers
Communication with customers includes:
a) Providing information on the product and service,
b) Handling questions, contracts and orders, including changes,
c) Providing feedback from customers about products and services, including customer complaints,
d) Handling and controlling customer properties,
e) Setting special conditions for unexpected situations (where applicable).
It has created and applied Sales Process documents.

8.2.2 Identifying the conditions for products and services
When the requirements are being determined for the products and services to be offered to customers, PMI
guarantees that:
a) The conditions for products and services are defined, including,
1) Primary and secondary legislative requirements applicable for the product,
2) Requirements that the organization deems necessary.
b) PMI can meet the requirements it declares for the products and services it offers.
Contracts made with customers are followed by the Contract Form.


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8.2.3 Reviewing the conditions for products and services
8.2.3.1 PMI guarantees that it can meet the requirements it declares for the products and services to be
offered to customers. Prior to its commitment to customer for supplying the product, it reviews the
following:
a) Conditions specified by the customer, including the conditions for delivery and post‐delivery activities,
b) Conditions necessary for defined or intended use, which are not expressed by the customer but known,
c) Conditions specified by the organization,
d) Primary and secondary legislative requirements applicable for the products and services,
e) Contract or order terms different than previously stated.
PMI assures that matters related to different contract or order terms than previously defined have been
resolved.
If customers do not declare their terms in a documented form, the conditions of the customer are confirmed
by PMI before acceptance.

8.2.3.2 PMI maintains the documented information related to the following as applicable:
a) Review results,
b) New term for products and services.

8.2.4 Change of conditions for products and services
When conditions for products or services change, PMI ensures that the documented information is changed
and that the relevant personnel are aware of the changing conditions.

8.3 Designing and developing products and services
8.3.1 General
PMI has created, implemented and maintained the Design and Development Process to ensure the
subsequent delivery of products and services..

8.3.2 Design and development planning
PMI assesses the following when determining the stages and controls of design and development:
a) Structure, duration and complexity of design and development activities,
b) Required process stages, including applicable design and development reviews,
c) Necessary design and development verification and validation activities,
d) Authorities and responsibilities in design and development process,
e) Internal and external resources needed to design and develop products and services,
f) Control needs of interfaces between personnel involved in design and development activities,
g) Needs of customers and users for participating in design and development process,
h) Conditions for subsequent releases of products and services,
i) Level of control expected by customers and other relevant parties for design and development process,
j) Documented information needed to demonstrate that design and development requirements are met.

8.3.3 Design and development input

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PMI has identified important requirements for specific product and service types to be designed and
developed.
a) Functional and performance conditions,
b) Information from previous similar design and development activities,
c) Primary and secondary legislative requirements,
d) Standards or implementation principles that the organization has committed to implement,
e) Potential consequences of failure due to the structure of the product or service.
Inputs are designed completely suitable for design purposes and not to be understood in another manner.
Design and development inputs conflicting with each other are solved. They store documented information
about design and development inputs.
They are detailed in Design and Development Process.

8.3.4 Design and development control
PMI checks the design and development process to ensure that:
a) Intended results are defined,
b) Reviews are made for assessing the ability of design and development results for meeting the
requirements,
c) Verification activities are carried out to ensure that design and development outputs meet the input
requirements,
d) Validation activities are carried out to ensure that the products and services meet the requirements for
the specified application or intended use,
e) Any activities required for problems identified during review, verification and validation activities are
performed,
f) Documented information on these activities are maintained.

8.3.5 Design and development input
PMI assures that the design and development outputs meet the following:
a) Input requirements,
b) Conformance of subsequent processes regarding the release of products and services,
c) Monitoring and measurement conditions, and when applicable, product acceptance criteria must be
included or referred to,
d) They must specify the mandatory product specifications for safe and proper use in line with the
intended purpose of the products and services.
PMI maintains documented information on design and development outcomes.

8.3.6 Design and development changes
PMI defines, reviews, and controls the changes to and / or during the design and development of products
and services to the extent required to ensure that there is no negative impact on meeting the requirements.
PMI must maintain documented information related to the following:
a) Design and development changes,

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b) Review results,
c) Change authority,
d) Activities to prevent negative effects.

8.4 Control of externally procured processes, products and services

8.4.1 General
PMI ensures that outsourced processes, products and services comply with requirements.
PMI identifies the controls to be applied to outsourced processes, products and services in following cases:
a) When products and services from external suppliers are intended to be combined with the
organization's own products and services,
b) If the products and services are supplied directly to customers by external suppliers on behalf of the
organization,
c) When a process or a part of a process is supplied by an external supplier upon a decision by the
organization.
Based on the ability of external suppliers to supply processes, products and services, PMI sets and applies
criteria for evaluating, selecting, monitoring and re‐evaluating performance based on circumstances. PMI
maintains documented information on these activities and the activities needed as a result of the
evaluations.
They are detailed in the Purchasing Process.

8.4.2 Control type and dimensions
PMI ensures that outsourced processes, products and services do not adversely affect the ability of the
organization to provide products and services to customers on a regular basis.
PMI;
a) ensures that external procurement processes are under the control of Quality and Environmental
Management System,
b) defines the controls that it intends to apply to an external supplier and the results it provides,
c) evaluates the following:
1) Potential impact of outsourced processes, products and services on the ability of the organization to
regularly provide the product that meets customer requirements and applicable primary and
secondary regulations,
2) Efficiency of controls applied by external suppliers.
d) identifies the verification or other activities needed to ensure that the outsourced processes, products
and services meet the requirements.
8.4.3 Information for external supplier
PMI assures the compliance of requirements prior to sharing them with external suppliers.
PMI (if necessary) provides information to the external supplier on:
a) Processes, products and services to be procured

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b) Approval of:
1) Products and services,
2) Methods, processes and equipment,
3) Releasing the products and services.
c) Qualification, including the required qualification of staff,
d) Interaction of external suppliers with PMI,
e) Control and monitoring by PMI on the performance of external suppliers,
f) Verification or validation activities intended by PMI or its client to be carried out at the premises of
external supplier.
Approved Supplier List and Supplier Evaluation Form have been implemented and are in effect.

8.5 Production and the provision of services
8.5.1 Checking of production and service provision
PMI carries out production and service delivery under controlled conditions.
Controlled conditions include the following, as applicable:
a) Availability of documented information, describing:
1) Characteristics of the products to be produced, services to be provided or activities to be performed,
2) Intended results.
b) Availability and usage of suitable monitoring and measurement resources,
c) Implementation of monitoring and measurement activities to verify whether the criteria for the control
of the process, outputs or product & service acceptance are met,
d) Use of appropriate infrastructure and environment for the operation of processes,
e) Assignment of adequate personnel, including necessary qualifications,
f) Validating and periodically re‐qualifying the ability of processes for production and service delivery to
reach planned results, if the outputs cannot be followed or measured,
g) Carrying out activities to prevent human errors,
h) Activities for product launch, delivery, and post‐delivery activities.

Nonconforming Product and Service Control, Corrective and Correction Activities, Monitoring, Measurement,
Analysis and Evaluation Process, Design and Development Process, Quality Plan documents are created and
applied.

8.5.2 Identification and traceability
Where appropriate, the outputs are identified by appropriate means to ensure the conformity of the
products and services.
PMI defines the status of the output in terms of monitoring and measurement conditions during the
production and service delivery.

Traceability maintains control over the definition specific to each of the outputs as a condition and maintains
documented information to ensure traceability.


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8.5.3 Customer or external supplier ownership
PMI, as long as it is under PMI control or used by PMI, takes care of the property owned by the customer or
external supplier.
PMI identifies, verifies, protects and secures the properties of customers or external suppliers to be
combined with its own products and services or to be received for its own use.
If the property of any customer or external supplier is lost, damaged or found to be unsuitable for use in
some way, it shall report to the customer or external supplier and retain the documented information on
what happened.

8.5.4 Storage
PMI stores the output from production or service delivery to the extent necessary for ensuring compliance
with requirements.

8.5.5 Post‐delivery activities
PMI meets the requirements for post‐delivery activities related to products and services.
When identifying necessary post‐delivery activities, it considers:
a) Primary and secondary legislative requirements,
b) Potential undesired consequences regarding the products and services,
c) Structure, use and intended life of products and services,
d) Customer conditions,
e) Customer feedback.
Customer contracts, external correspondences.

8.5.6 Control of Changes
PMI reviews and checks the changes necessary for production and service provision to ensure compliance
with requirements.

PMI maintains the documented information describing results of the review, the persons approving the
change, and any necessary activities resulting from the review.

8.6 Provision of products and services
PMI applies planned arrangements to verify that products and services meet requirements at appropriate
stages.
Products and services are not delivered to customers unless planned arrangements have been completed
successfully, and unless they are approved by a relevant authority and, where applicable, by the customer.
PMI maintains documented information on the provision of products and services. Documented information
covers:
a) Proof of conformance to acceptance criteria,
b) Traceability up to the person(s) approving the provision.

Purchasing Process has been implemented and in effect.


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8.7 Control of non-conforming output

8.7.1 P
PMI ensures that output that does not meet the requirements is identified and controlled to prevent
unintended use or delivery.
PMI carries out appropriate activities based on the nature of the nonconformance and its impact on the
conformance of the product and service. After delivery of the product, it is also applied to the non‐
conforming product detected after the service delivery.
PMI deals with non‐conforming output in one or more of the following ways:
a) Correction,
b) Separation, quarantine, recall or suspension of provided product and service,
c) Notifying the customer,
d) Getting authorization for provisional acceptance.
When unsuitable outputs are corrected, the product is re‐verified for compliance with requirements.

8.7.2 PMI maintains the documented information related to the following:
a) Defining nonconformance,
b) Defining the activities,
c) Defines any conditional acceptance,
d) Identifying the authorized person that decides on non‐conformance action.
Non‐Conforming Product and Service Control has been created and in effect.

9 Performance evaluation
9.1 Monitoring, measurement, analysis and evaluation
9.1.1 General
PMI identifies the following:
a) What should be monitored and measured,
b) Monitoring, measuring, analyzing and evaluating methods needed for securing valid results,
c) When monitoring and measurement should be performed,
d) When to analyze and evaluate the results of monitoring and measurement.
PMI evaluates the performance and effectiveness of the quality and environmental management system.
PMI maintains duly documented information as proof of results.
9.1.2 Evaluation of Conformance / Customer Satisfaction
PMI has established, implemented and maintained the processes required to assess compliance
requirements.

PMI
a) Determines the frequency of evaluation of conformance,
b) Evaluates conformance and carries out activities when necessary,
c) Continues to provide information and understand conformance status.

PMI monitors the customer's perception of the extent to which their needs and expectations are met. P
PMI
has identified methods for obtaining, monitoring and reviewing this information.

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They are carried out by customer surveys, delivered product and service quality and customer feedback
related to the environment, meetings with customers, market share analysis, praise, claims under warranty
and reports from vendors, etc.

9.1.3 Analysis and evaluation

PMI analyzes and evaluates appropriate data and information from monitoring and measurement.
The analysis results are used for the evaluation of:
a) Product and service conformance,
b) Customer satisfaction level,
c) Performance and effectiveness of the Quality and Environmental Management System.
d) Whether the planning is carried out effectively,
e) Effectiveness of activities carried out to identify risks and opportunities,
f) External supplier performance,
g) Improvement needs of the Quality and Environmental Management System.

Line Graph, Pie Charts, and such other statistical techniques are used for data analysis.

9.2 Internal survey
9.2.1 P
PMI conducts internal inspections at scheduled intervals to determine Quality and Environmental
Management System status according to:
a) Its conformance with:
1) PMI Quality and Environmental Management System Requirements,
2) Standard requirements.
b) Effective practice and continuity.

9.2.2 P
PMI;
a) plans, establishes and maintains an audit program/programs by evaluating the importance of such
processes, the changes affecting them and the results of previous examinations, including frequency,
methods, responsibilities, planning conditions and reporting,
b) determines survey criteria and scope for each survey,
c) selects surveyors for ensuring that surveys are performed objectively,
d) ensures that survey results are reported to the relevant management,
e) carries out corrections and corrective actions without any delay,
f) maintains the documented information as evidence of the practice of the survey program and the
results of the survey.
Internal Survey, Internal Survey Plan, Internal Survey Questionnaire documents have been established and
are in effect.

9.3 Management review
9.3.1 General

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Senior management reviews the quality and environmental management system at planned intervals in
order to ensure that the quality and environmental management system is in compliance with its purpose,
adequate and effective, and in compliance with its strategic direction.

9.3.2 Management review inputs
Management reviews should be planned and implemented taking the following into consideration:
a) Status of the activities decided in previous management review meetings,
b) Changes in internal and external issues related to Quality and Environmental Management System,
c) Information on the performance and effectiveness of the Quality and Environmental Management
System, including the following trends.
1) Customer satisfaction and feedback from relevant parties,
2) Degree of achieving quality and environment objectives,
3) Conformance of products & services with process performance,
4) Nonconformities and corrective actions,
5) Monitoring and measurement results,
6) Survey results,
7) External supplier performance.
d) Availability of resources,
e) Effectiveness of activities carried out to identify risks and opportunities (see Article 6.1),
f) Improvement opportunities.

9.3.3 Management review outputs
Management review outputs include decisions and activities related to:
a) Improvement opportunities,
b) Need for change related to quality and environmental management system,
c) Required resources.
PMI maintains duly documented information as proof of management review results.
Management Review, Meeting Minutes Form documents have been established and are in effect.
10 Improvement
10.1 General
PMI has identified and selected opportunities for improvement, and implemented the necessary actions to
meet customer requirements and increase customer satisfaction.
They include:
a) Meeting requirements, determining future needs and expectations, and improving the products,
b) Correcting, preventing or reducing unwanted effects,
c) Increasing the performance and effectiveness of the Quality and Environmental Management System.
Improvements such as corrections, corrective actions, continuous improvement, significant changes,
innovation and organizational changes are applied.

10.2 Nonconformities and corrective actions
10.2.1 In case of a nonconformance, including those resulting from complaints, P
PMI:

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a) Responds to the nonconformity and, as applicable:
1) Acts to control and correct the nonconformity,
2) Evaluates the results.
b) In order to eliminate the reasons for the nonconformity to occur again or elsewhere, it assesses the
need for action by taking the following into consideration:
1) Review and analysis of the non‐conformity,
2) Identifying the causes of non‐conformity,
3) Identifying the presence or potential of presence of similar non‐conformities.
c) Carries out any actions needed,
d) Reviews the effectiveness of the corrective actions taken,
e) When necessary, updates the risks and opportunities identified during planning,
f) When necessary, makes changes in the Quality and Environmental Management System.
Corrective actions are carried out in accordance with the effect of the non‐compliance.

10.2.2 P
PMI maintains documented information as proof of:
a) Structure of the nonconformities and the following action,
b) Result of corrective actions.

10.3 Continuous improvement
PMI continuously evaluates the conformity, adequacy and effectiveness of the quality and environmental
management system.
PMI evaluates the results of the analysis and evaluation, and management review outputs for identifying
needs and opportunities as part of continuous improvement.


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ISO 9001
Date: 10.07.2017
4.2 TRAINING ROLL-CALL
4.1.1.1 PMI Report No: E1
AND EVALUATION FORM
TOPIC: Concept of Quality and ISO 9001:2015 Quality Management System
Training Starting Time: 10:00 Training Ending Time: 12:00 Training Duration: 2 Hours
PARTICIPANTS
No Name, Surname Signature Training Evaluation
1.
2.
3.
4.
5.
6.
FORM No : F/ISOQEM‐01‐01 / Rev . 03 / 01.03.2018

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ISO 9001
Date: 15.08.2017
AND EVALUATION FORM
TOPIC: ISO 14001 Environmental Management System
PARTICIPANTS
1.
2.
3.
4.
5.
6.

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ISO 9001
Date: 27.07.2017
AND EVALUATION FORM
TOPIC: ISO 9001:2015 INTERNAL SURVEY TRAINING
PARTICIPANTS
1.
2.
3.
4.
5.
6.

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ISO 9001
Date: 19.07.2017
AND EVALUATION FORM
TOPIC: Quality, Environment Policy and Goals
Training Starting Time: 13:00:00 Training Ending Time: 15:00:00 Training Duration: 2 Hours
PARTICIPANTS
1.
2.
3.
4.
5.
6.

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ISO 9001
Date: 16.08.2017
AND EVALUATION FORM
TOPIC: ISO 14001 Environment Management System In-House Survey Training
PARTICIPANTS
1.
2.
3.
4.
5.
6.


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ISO 9001



Document No ISOPP
PURCHASING Procedure No
Issue Date
ISOPP‐2
01.01.2010
Rev.No: 03
PROCEDURE Rev.Date: 01.03.2018
Page No: 1
ISO 9001 ‐ ISO 14001
1.0 PURPOSE
The purpose of this procedure is to ensure that any material, equipment and other products / services
that are used in PMI products are purchased from suitable suppliers and that the purchase is carried out
in favor of the company and the customer.

2.0 SCOPE
This procedure applies to any procurement
3.0 RESPONSIBILITY AND AUTHORITY
The General Manager and Responsible person of the related department which is subject to the
procurement are responsible for the implementation of this procedure.
4.0 DEFINITIONS
Supplier: Companies which are subject to all kind of procurement and provides service, material and
other products that are used for manufacturing PMI Products
5.0 APPLICATION
5.1 Procurement
Material, equipment and other products that are used in manufacturing, maintenance and service are
followed by department responsible.

Based on JIT principles, manufacturing starts with purchase order from the customer and stocks are
checked based on the material list subject of the new coming order.

Requirements are processed by the Procurement Officer on demand. Market research is carried out by
prioritizing firms in the approved supplier list and following the “Purchasing Procedure Chart”.

The result of the investigation shall be submitted to the approval of the General Manager and a request is
made from the appropriate supplier with the purchase order. Selection of the appropriate supplier is
based on the assessments with “Supplier Questionnaire”.

Incoming technical materials shall be checked and received by the stock responsible in comparison with
the purchase order. Received materials are controlled based on “Statistical Quality Control” form.

In case of a nonconformance on the received material “Supplier Nonconformance Report” form shall be
followed.

Approval / Date / Signature

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Rev.No: 03
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ISO 9001 ‐ ISO 14001
5.2 Supplier Selection Criteria
Performance based supplier selection criteria forms the basis of PMI supplier selection and evaluation
processes. Following below criteria, supplier score cards are utilized to keep track of supplier
performance to maintain the level of quality initially achieved with a new supplier.

•Previous experience and past performance with the product/service to be purchased.

•Relative level of sophistication of the quality system, including meeting regulatory requirements or
mandated quality system registration (for example, ISO 9001, QS‐9000).

•Ability to meet current and potential capacity requirements, and do so on the desired delivery schedule.

•Financial stability.

•Technical support availability and willingness to participate as a partner in developing and optimizing
design and a long‐term relationship.

•The supplier's track record for business‐performance improvement.

•Total cost assessment.

•Requesting a formal quote, which includes providing the supplier with specifications and other
requirements.

•Visits to the supplier by management and/or the selection team.

•Confirmation of quality system status either by on‐site assessment, a written survey or request for a
certificate of quality system registration.

•Discussions with other customers served by the supplier.

•Review of databases or industry sources for the product line and supplier.

•Evaluation of samples obtained from the supplier.

Performance of the suppliers are recorded and evaluated as per “Supplier Performance Score Card”.


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Rev.No: 03
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ISO 9001 ‐ ISO 14001
6.0 ATTACHMENTS

6.1 Purchasing Procedure Chart

6.2 Supplier Questionnaire

6.3 Supplier Performance Score Card

6.4 Supplier Nonconformance Report


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Rev.No: 03
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ISO 9001 ‐ ISO 14001
6.1 Purchasing Procedure Chart
FORM No : F/ISOPP‐02‐01 / Rev . 03 / 01.03.2018

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Issue Date
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01.01.2010
Rev.No: 03
Page No: 5
ISO 9001 ‐ ISO 14001
6.2 Supplier Questionnaire

SUPPLIER QUESTIONNAIRE FOR QUALITY / HSE MEASURES
1. Do you have a quality management system according to ISO 9001?
Yes No (Please circle your answer)
2. Do you have an inspection plan for the incoming materials?
3. Do you conduct testing for all materials and document results?
4. Are your calibration certificates up-to-date?
5. What is your procedure for nonconforming materials?
Please explain and submit document.
6. What is your procedure for customer complaints?
7. Please state the name and contact details of quality personnel in charge of quality control.
8. Can you allow our quality controller to inspect your facilities regularly? (6 to 12 months)
9. Have you introduced an environmental protection management system according to ISO

14001?
10. How do you control and audit environmental protection measures?

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ISO 9001 ‐ ISO 14001
11. How do you integrate environmental protection measures into product design?
12. Do you act in accordance with guidelines for environmental protection and labor safety?
13. Do you have targets for improving environmental protection and labor safety?
Yes No (Please circle your answer and state targets)
14. Please explain your training program regarding environmental protection and labor safety.
Questionnaire filled by: Name: Department: Signature:

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Rev.No: 03
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ISO 9001 ‐ ISO 14001
6.3 Supplier Performance Score Card

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6.4 Supplier Nonconformance Report
Contract Number/Type (PO or WO – Date:

please specify):
Supplier Email:
Name:
Address: Attention:
Type of Work: Goods Services Consulting Construction-related Other
If other please
explain:
Location of the work:
Nonconformance Quality Quantity Delivery Other
Type:
If other please
explain:
6.5 SECTION 1A – IDENTIFICATION OF ISSUE
6.5.1 To be completed by PMI initiating department/area and sent to the Supplier.
6.5.2 Provide as much detail as possible on the nonconformance (problem).

Initiator Name:
Initiator Department:
Description of Problem:
What occurred?
Where did it occur?
When did it occur?
Who did it impact?
What is the severity of
the impact?
What costs were
incurred?
What delays were
incurred?

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ISO 9001 ‐ ISO 14001
6.5 SECTION 1B – SUPPLIER RESPONSE
To be completed by the Supplier and returned to the PMI Initiator by email within 24- 48 hours of
notification of issue.
Supplier explanation for

the cause of the non-
conformance (problem)
and resolution plan
Supplier
Acknowledgment: Date:

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Rev.No: 03
Page No: 10
ISO 9001 ‐ ISO 14001
6.6 SECTION 2 – CORRECTIVE ACTION
To be completed by PMI when a supplier nonconformance results in the need to implement corrective
action to prevent recurrence
6.6.1 To be completed by the PMI Initiator within 72 hours of notification of issue and sent to
supplier.
Defined Root Cause of

nonconformance (to be
determined with the
supplier)
Preventative / Corrective
Action to be
implemented by the
Supplier
What will be done?

When will it occur?
Who will it impact?
How will results be
monitored?
Note: If supplier fails to respond/acknowledge receipt of this form or provides an unsatisfactory

response to the proposed Corrective Actions, please contact Procurement Officer who will assume
responsibility over this supplier Issue
Supplier Date of
Acknowledgment: Completion:
PMI Procurement
review:

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Rev.No: 03
PROCESS PROCEDURE Rev.Date: 01.03.2018
Page No: 34
ISO 9001: 2015
1.0 PURPOSE
PMI plans and manages the manufacturing of its products in accordance with the Produciton Process
Procedure.

2.0 SCOPE
This procedure applies to all activities of manufacturing processes.

The General Manager, Production Manager and Quality Manager are responsible for the implementation
of this procedure.
4.0 DEFINITIONS

Just‐in‐time: Repetitive production system in which processing and movement of materials and goods
occur just as they are needed, usually in small batches
MTO (Make to Order): It is a manufacturing process in which manufacturing starts only after a customer's
order is received. Forms of MTO vary, for example, an assembly process starts when demand actually
occurs or manufacturing starts with development planning.

Cumulative lead time: The sum of the lead times that sequential phases of a process require, from
ordering of parts or raw materials to completion of final assembly.

Bill of materials (BOM): A listing of all of the raw materials, parts, subassemblies, and assemblies needed
to produce one unit of a product.

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ISO 9001: 2015
5.0 APPLICATION

PMI production philosophy is based on a lean manufacturing system, enabling the company to be more
flexible and thus being capable of handling the complexities customization in production. However, PMI
lean production system is still built on a platform of standardization in terms of process standardization
which is continuously reviewed and improved by the stringent application of ISO 9001 principles since
the stability in the processes is regarded as vital to ascertain the level of completeness and quality of the
systems. PMI applies Just‐in‐Time (JIT) principles governing the flow of product through the
manufacturing system to maintain continuous flow of products/components since it also constitutes one
of the main pillars of lean manufacturing.

As ultimate goal, smooth flow of work is expected to be achieved by elimination of waste, continuous
improvement, Use of product layouts to minimize moving materials and parts.

5.1 Production Planning
It is a production planning process that starts from the demand for finished products and plans the
production step by step of subassemblies and parts. The plan is fed by time‐phased plan specifying timing
and quantity of production for each end item.
Forms used in this process are:
Production Order Form is the main form sent to production manager once the order is confirmed.
PCB Card Order Form is sent to PCB Assembly Section for the ordered product
Transformer Order Form is sent to Transformer Manufacturing Section of the plant for the ordered
product
Cabin Order Form is sent to Mechanical Production Section for the ordered product
Material Order Form is sent to Material Stock Department for all the outsourced components of the
ordered product
Production Schedule Form outlines the cumulative lead time of the finished product until shipment and
used to inform customers about the schedule of the order.
The following sketch outlines the main phases of production flow. For each subassembly, different
components and materials are ordered on demand with different order forms as specified above.

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ISO 9001: 2015
5.2 Production Flow Overview:

Figure 1: Production Flow Overview
The production process overview is basically split into five main categories after the PO is received and
sales contract is counter signed.
Theoretical and Conceptual Design Stage
Material Planning Stage
Mechanical Production Stage
Electrical Production and Assembly Stage
QC and Testing Stage
5.3 Production Flow:
The details of above stages are developed as order and production flow in detail starting from Customer’s
Order and ending with Shipment.

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ISO 9001: 2015
PROCESS NAME ORDER AND PRODUCTION FLOW
REVISION NO REV03‐2017 REVISION DATE: 10.07.2017

PROCESS OWNER PRODUCTION PLANNING MANAGER
CUSTOMER GENERAL MANAGERS PROJECT TEAM R&D DESIGN MATERIAL PLANNING PRODUCTION TESTING / QC
Verification of
Official PO sent to
PO if it is in line
Project Team via
with techno‐
Email or Fax
commercial
proposal
Theoretical /
N Confor Y Conceptial Material and
mance product design component list
& Wiring preparation.
development
Order receipt
feedback to
customer Component and Approved
material list PURCHASING
approval
Drawings for
approval sent to
QC Check
customer Y
Approve
? N
N
Mechanical
Y production
PCB production
Non‐conformance
feedback to
customer
Material rejection Transformer
and re‐order in production
process
Revised PO sent
to Project Team
Outsourced
via Email or Fax
Materials
Electrical
Assembly
Y
QC Check
PO approval.
Written
Sales contract N
feedback to
review and
customer via
approval
email or fax
Electromechanic
al Rework
Sales contract
approval by Approved
customer and
send back FAT and QC are OPERATIONS AND
signed copy conducted LOGISTICS
Approved FAT
End
FORM No : F/ISOPPP‐03‐01 / Rev . 03 / 01.03.2018

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ISO 9001: 2015

5.4 Production Outputs

Implementation of JIT system with Make to Order, PMI have the following benefits:

• Low levels of in‐process inventories
• Ability to track material requirements
• Ability to evaluate capacity requirements
• Means of allocating production time
• Use preventive maintenance to reduce breakdowns
• Cross‐train workers to help clear bottlenecks
• Reserve capacity for important customers
• Reduced inventory levels
• High quality
• Flexibility
• Reduced lead times
• Increased productivity
• Increased equipment utilization
• Reduced scrap and rework
• Reduced space requirements
• Pressure for good vendor relationships
• Reduced need for indirect labor

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ISO 9001: 2015
• Small lot sizes
• Setup time reduction
• Limited work in process
• Quality improvement
• Production flexibility
5.5 Control of Production Flow Changes
Changes are documented, revisions controlled, and approved by authorized personnel. Documentation
addresses all production related requirements highlights changes from the last revision, and includes but
is not limited to critical relationships for assemblies and critical relationships and performance criteria for
products


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ISO 9001: 2015

6.0 ANNEX: FLOW FORMS

6.1 Production Schedule Form

PRODUCTION SCHEDULE
EQUIPMENT NAME&MODEL : DATE :
PROPERTIES : ORDER NUMBER/ROW NUMBER :
Start Week 1 Week 2 Week 3 Week 4 Week 5 Week 6 Week 7 Finish

No. Task Description
1 Receipt of Order
2 Approval of Drawings
3 Mechanical Production
4 Transformer Production
5 PCB Mounting
6 Assembly of Components
7 Testing
8 Shipment (Exworks)



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ISO 9001: 2015

6.2 Production Order Form

PRODUCTION ORDER FORM
PRODUCTION NAME/MODEL : ORDER NO :
BATTERY GROUP : STARTIG DATE :
QUANTITY TO BE MADE : ENDING DATE :
SPECIAL REQUESTS RELATED WITH PRODUCTION

Please add customer approved technical documents and wirings
PERSONNELS : PRODUCTION MANAGER
PRODUCTION CHIEF :


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ISO 9001: 2015
6.3 Transformer Order Form
TRANSFORMER ORDER FORM
TRANSFORMER DESCRIPTION : QUANTITY :

TRANSFORMER TYPE :
TECHNICAL DOCUMENT NUMB : DATE :
ROW NUMBER : STARTING DATE/TIME :
SERIAL NUMBER : ENDING DATE/TIME :
NOTE:
TRANSFORMER PRODUCTION
QUALITY CONTROL : PRODUCTION CHIEF MANAGER
BODY - PRIMARY ISOLATION  CONTROLLER
BODY - SECONDARY ISOLATION 

PRIMARY -SECONDARY ISOLATION 
VOLTAGE CONTROL 
INDUCTANCE CONTROL 

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ISO 9001: 2015
6.4 PCB Order Form
PCB ORDER FORM
PCB USAGE : QUANTITY :

DATE :
PCB USAGE PLACE :
PCB SERIAL NUMBER :
STARTING DATE/TIME :
ENDING DATE/TIME :
NOTE:
QUALITY CONTROL
PCB PRODUCTION CHIEF PRODUCTION MANAGER
PHYSICAL CONTROL CONTROLLER
MATERIAL CONTROL
SHORT CIRCUIT CONTROL
CLEANING CONTROL

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ISO 9001: 2015
6.5 Material Order Form
MATERIAL ORDER FORM
SARAY MAHALLESİ SARAYKENT SANAYİ SİTESİ 32.CADDE NO:15/2 SARAY-KAHRAMANKAZAN/ANKARA

T.O.: KAHRAMANKAZAN NO: 6340013845
COMPANY NAME : DATE

ORDER NUMBER
PHN - FAX :
RELATED PERSON : COMPANY MANAGER
NOTE:
NUMBER MATERIAL NAME SPECIFICATIONS BRAND QUANTITY


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QUALITY CONTROL Procedure No ISOQCTP‐4
& TESTING Rev.No:
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PROCEDURE Page No: 1
ISO 9001

1.0 PURPOSE
The purpose of this procedure is maintaining and ensuring quality and performance of all manufactured
products. Products shall meet the related international standards, specifications and test requirements.

2.0 SCOPE
This procedure is intended to specify quality, performance and test requirements of a complete product
and not of individual product functional units/components.

Quality control manager is responsible for the total process and ensuring that final products meets the
quality and performance standards. Test bay engineers and other department/section responsibles for
each step of production line are responsible for implementation of this procedure in their responsibility
area.

4.0 DEFINITIONS

4.1 SYSTEMS and COMPONENTS

uninterruptible power system
UPS
combination of convertors, switches and energy storage devices (such as batteries),
constituting a power system for maintaining continuity of load power in case of input power
failure

UPS functional unit
functional unit, for example, a UPS rectifier, a UPS inverter or a UPS switch

UPS rectifier
electronic converter for rectification

UPS inverter
electronic converter for inversion

battery
set of electrochemical cells of the same type so connected as to act together

battery charger
device for changing alternating current power to direct current power for the purpose of
charging a Battery

UPS switch

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controllable switch used in accordance with applicable requirements for load power continuity
to interconnect or isolate power ports of UPS units, bypass or load

transfer switch
UPS switch used to transfer power from one source to another

maintenance bypass switch
UPS switch designed to isolate a UPS, or part thereof, from the load and to maintain
continuity of load power via an alternative path during maintenance activities

a.c. input power
primary or stand‐by power supplied to UPS and bypass circuits (maintenance bypass
included)

bypass
power path alternative to the a.c. converter

maintenance bypass (path)
alternative power path provided to maintain continuity of load power during maintenance
activities

static bypass (electronic bypass)
power path (primary or stand‐by) alternative to the indirect a.c. converter where control is via
an electronic power switch, for example transistors, thyristors, triacs or other semiconductor
device or devices

UPS unit
complete UPS consisting of at least one of each of the following functional units: UPS
inverter, UPS rectifier and battery or other energy storage means

single UPS
UPS comprising only one UPS unit

parallel UPS
UPS comprising two or more UPS units operating in parallel

redundant system
addition of functional units or groups of functional units in a system to enhance the continuity
of load power

stand‐by redundant UPS
UPS in which one or more UPS are held in reserve until the operating UPS unit fails


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parallel redundant UPS
UPS with a number of paralleled load sharing UPS units which, upon failure of one or more
UPS units, can take over full load with the remainders

4.2 PERFORMANCE of SYSTEMS and COMPONENTS

primary power
external electrical power source usually the public mains supply or other equivalent source
such as user’s own generation

stand‐by power
external electrical power source intended to replace primary power in the event of primary
power failure

backfeed
condition in which a voltage or energy available within the UPS is fed back to any of the input
terminals, either directly or by a leakage path while operating in the stored energy mode and
while a.c. input power is not available

linear load
load where the current drawn from the supply is defined by the relationship:
I = U/Z
where
I is the load current;
U is the supply voltage;
Z is the constant load impedance
NOTE Application of a linear load to a sinusoidal voltage results in a sinusoidal current.

non‐linear load
load where the parameter Z (load impedance) is no longer a constant but is a variable
dependent on other parameters, such as voltage or time

power failure
any variation in power supply which can cause unacceptable performance of the load
equipment

continuity of load power
voltage and frequency within rated steady‐state and transient tolerance bands and with
distortion and power interruptions within the limits specified for the load

battery ripple current
superimposed effective (r.m.s.) alternating component of the battery current


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normal mode of UPS operation
stable mode of operation that the UPS attains under the following conditions:
a) a.c. input supply is within required tolerances and supplies the UPS;
b) the energy storage system remains charged or is under recharge;
c) the load is within the specified rating of the UPS;
d) the bypass is available and within specified tolerances (if applicable)

stored energy mode of UPS operation
stable mode of operation that the UPS attains under the following conditions:
a) a.c. input power is disconnected or is out of required tolerance;
b) all power is derived from the energy storage system;
c) the load is within the specified rating of the UPS

bypass mode of UPS operation
mode of operation that the UPS attains when the load is supplied via the bypass only

UPS double conversion
any UPS operation, where continuity of load power is maintained by a UPS inverter, with
energy supplied from the d.c. link in normal mode of operation or from the energy storage
system in stored energy mode of operation. The output voltage and frequency are independent of input
voltage and frequency conditions.

UPS double conversion with bypass
UPS double conversion with the addition of an alternative bypass path for load supply

manual (control)
control of an operation by human intervention

automatic (control)
control of an operation without human intervention, in response to the occurrence of
predetermined conditions

synchronous transfer
transfer within a limited voltage and phase angle difference as required for proper functioning of the load

synchronization
adjustment of an a.c. power source to match another a.c. source in frequency and phase

asynchronous transfer
transfer while the voltage phase angle difference is out of a tolerance band as declared by the
manufacturer

primary circuit

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internal circuit which is directly connected to primary power. It includes the primary windings of
transformers, motors, other loading devices and the means of connection to the primary power.

secondary circuit
circuit which has no direct connection to primary power

type test
testing of a representative sample of the equipment with the objective of determining if the equipment,
as designed and manufactured, can meet the requirements of this standard

routine test
test made for quality control by the manufacturer on every device or representative samples, or on parts
or materials or complete equipments as required to verify during production that the product meets the
design specification

4.3 SPECIFIC VALUES – GENERAL

rating
set of rated values and operating conditions of a machine or a device or equipment

rated value
value of a quantity used for specification purposes, generally established by a manufacturer for a
specified set of operating conditions of a component, device, equipment, or system

rated load
load or condition in which the output of the UPS delivers the power for which the UPS is rated
NOTE 1 The rated load is expressed in apparent power (VA) and active power (W) resulting in a (rated)
power factor that includes the effect of any applicable combination of linear and of non‐linear load
NOTE 2 Rated load is a value of load used for specification purposes, generally established by a
manufacturer for a specified set of operating conditions of a component, device, equipment, or system.

reference test load
load or condition in which the output of the UPS delivers the active power (W) for which the UPS is rated

nominal value
value of a quantity used to designate and identify a component, device, equipment, or system
NOTE The nominal value is generally a rounded value.

3.3.8
limiting value
in a specification of a component, device, equipment, or system, the greatest or smallest admissible value
of a quantity


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current limit (control)
function that maintains a current within its prescribed value

tolerance band
range of values of a quantity within specified limits

deviation
difference between the actual value and the desired value of a variable (quantity) at a given instant

rated voltage
the input or output voltage assigned by the manufacturer for a specified operating condition

rated voltage range
input or output voltage range as declared by the manufacturer expressed by its lower and upper rated
voltages

r.m.s. voltage variation
difference between the r.m.s. voltage and the corresponding previously undisturbed r.m.s. voltage

NOTE For the purposes of this standard, the term “variation” has the following meaning: the difference of
the values of a quantity before and after a change of an influence quantity.

peak voltage variation
difference between the peak voltage and the corresponding value of the previously undisturbed
waveform

phase angle
angle (usually expressed in electrical degrees or radians) between reference points on one or more a.c.
waveforms

rated current
the input or output current of the equipment assigned by the manufacturer for a specified operating
condition

active power
under periodic conditions, mean value, taken over one period T, of the instantaneous power p:

NOTE 1 Under sinusoidal conditions, the active power is the real part of the complex power.
NOTE 2 The SI unit for active power is the watt.
NOTE 3 DC fundamental and harmonic voltages contribute directly to the magnitude of the active power.

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Appropriate instruments used to measure active power provide sufficient bandwidth to measure relevant
nonsymmetrical and harmonic power components.

power factor
ratio of the absolute value of the active power P to the apparent power S:

apparent power
product of the r.m.s. values of voltage and current at a port

displacement power factor
displacement component of the power factor; ratio of the active power of the fundamental wave to the
apparent power of the fundamental wave

UPS efficiency
ratio of output active power to input active power under specified testing conditions

rated frequency
input or output frequency of the equipment assigned by the manufacturer for a specified operating
condition

rated frequency range
input or output frequency range as declared by the manufacturer, expressed by its lower and upper rated
frequencies

frequency variation
variation of the input or output frequency

total harmonic distortion
THD
ratio of the r.m.s. value of the harmonic content of an alternating quantity to the r.m.s. value of the
fundamental component quantity

individual harmonic distortion
ratio of the r.m.s. value of a special harmonic component to the r.m.s. value of the fundamental
component

harmonic components
components of the harmonic content as expressed in terms of the order and r.m.s. values of the Fourier
series terms describing the periodic function

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harmonic content
quantity obtained by subtracting the fundamental component from an alternating quantity

transient
behaviour of a variable during transition between two steady states

recovery time
time interval between a step change in one of the control quantities or influence quantities and the
instant when the stabilized output quantity returns to and stays within the steady‐state tolerance band

stored energy time
minimum time during which the UPS, under specified service conditions, will ensure continuity of load
power, when the primary power fails
NOTE The energy storage system is assumed sufficiently charged

cut‐off voltage
specified voltage of the energy storage system at which it is considered depleted

restored energy time
maximum time required to, under normal mode of operation and with the charging capacity installed,
recharge the energy storage system of the UPS so that stored energy time can again be achieved

ambient temperature
temperature of the air or other medium where the equipment is to be used

4.4 INPUT VALUES

input voltage tolerance
maximum variation of steady‐state input voltage specified by the manufacturer for normal mode
operation

input frequency tolerance
maximum variation of steady‐state input frequency specified by the manufacturer for normal mode
operation

input power factor
ratio of the input active power to the input apparent power with the UPS operating in normal mode, at
rated input voltage, rated load and with a fully charged energy storage System

UPS rated input current
input current with UPS operating in normal mode, at rated input voltage, rated load and with a fully
charged energy storage System

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UPS maximum input current
input current with UPS operating in normal mode, at worst‐case input voltage, rated load and with a fully
depleted energy storage system

UPS inrush current
maximum instantaneous value of the input current when the UPS is switched on for normal mode

input current distortion
maximum input current harmonic distortion, in normal mode

4.5 OUTPUT VALUES

output voltage
r.m.s. value (unless otherwise specified for a particular load) of the voltage across the UPS output
terminals

output voltage tolerance
maximum variation of steady‐state output voltage with the UPS operating in normal mode or in stored
energy mode

periodic output voltage variation (modulation)
periodic variation of the output voltage amplitude at frequencies less than the fundamental output
frequency

output frequency tolerance
maximum variation of steady‐state output frequency with the UPS operating in normal mode or in stored
energy mode

output current
r.m.s. value of the current (unless otherwise specified for a particular load) from the output terminals

overload capability (or overload current)
ratio of UPS output current capability over a given time to rated UPS output current, with theNoutput
voltage remaining within applicable limits, in normal or in stored energy mode
NOTE The power factor may be specified.

output active power
active power available at the UPS output terminals

load sharing (between power sources)
simultaneous supply of power to a load from two or more power sources


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load power factor
characteristics of an a.c. load in terms expressed by the ratio of active power to apparent power assuming
an ideal sinusoidal voltage

output apparent power
product of the r.m.s. output voltage and r.m.s. output current

rated output apparent power
continuous output apparent power as declared by the manufacturer

rated output active power
output active power as declared by the manufacturer

transfer time
time interval between initiation of transfer and the instant when the output quantities have been
transferred

unbalanced load
load, as seen by the supply, where current or power factor differs between any of the phases

step load
instantaneous addition or removal of electrical loads to a power source

sinusoidal output voltage
output voltage waveform complying with the compatibility levels for harmonic voltages in low voltage
networks

non‐sinusoidal output voltage
output voltage waveform not complying with the compatibility levels for harmonic voltages in low voltage
networks

voltage unbalance, voltage imbalance
in a polyphase system, a condition in which the r.m.s. values of the phase voltages or the phase angles
between consecutive phases are not all equal

unbalance ratio
difference between the highest and the lowest r.m.s. values of the fundamental components in a three‐
phase a.c. system, referred to the average between three phases of the r.m.s. values of the fundamental
components of the currents or voltages respectively


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5.0 APPLICATION

The quality of the total finished product is ensured by following the “Inspection and Test Plan”. In ITP,
each main department is defined with the responsible persons name and title.

5.1 QC AT PRE‐PRODUCTION PHASE

5.1.1 Incoming Metarial

Purchased components that are used/assembled in products are checked for ensuring that components
are in good condition without defects. There are controls for each component and these controls are
done by checking samples from the whole batch since it is not practically possible to chech each
component one by one. Below are the quality control criterias for the components:

Circuit Elements
Measured with multimeter and checked against ordered values (resistance, potentiometer etc.)

Capacitors
Capacity measured and production date controlled

Diodes
Checked if there is any deflection by contacting multimeter with anode and cathode of diode

Circuit Breakers
Model/code and function is checked along with visiual check

LEDs
Controlled if the LEDs light up by giving voltage to anode and cathode

Transistors
Voltage deflection between base‐emitter and base‐collector are measured and checked with
multimeter

Integrates
Checked if legs are complete and values are same as ordered

Cables
Cross sections and and colors are checked


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IGBT

Below steps shall be followed:

1. Measure E1‐G1 resistance on ohmmeter mode and sure it is open circuit.
2. Measure E2‐G2 resistance on ohmmeter mode and sure it is open circuit.
3. Measure C1‐C2E1 on diode mode and observe there is 1 diode.
4. Measure E2‐C2E1 on diode mode and observe there is 1 diode.
5. Measure E2‐C1 on diode mode and observe there are 2 diode.
6. Measure the Zener Diodes one by one sure whether they are operating.

Figure1


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Thyristor

Below steps shall be followed:

1. Measure G2‐K2 resistance on ohmmeter mode and observe 10‐30 ohm.
2. Measure G1‐K1 resistance on ohmmeter mode and observe 10‐30 ohm.
3. Measure 1‐2 resistance on ohmmeter mode and sure it is open circuit.

Figure 2


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5.1.2 Drawings & Desing

Pre‐production inspection’s next step is checking the design and drawings of the product. Drawings are
confirmed by Engineering Manager and Project Team by ensuring that product is in‐line with project
specifications.

5.1.3 Component List

After drawing approval, metarials/components shall be gathered by “Metarial Order Form” which shall be
in‐line with product’s “Component List” that prepared before the production as per JIT principles.
Accurateness of the components shall be ensured by Stock Executive.

5.2 QC AT PRODUCTION PHASE

After the design confirmation and metarial gathering, schedule of the production is declared by
“Production Schedule Form”. Ensuring the timely finishing of the manufacturing is responsibility of the
Production Manager.

As per the “Production Schedue Form”, mechanical production, PCB mounting and transformer
production and inspection shall be finalized together. Ensuring the synchronization and completeness of
the order and QC forms of these steps is responsibity of the QC Manager.

Main steps:
 Mechanical
 Transformer
 PCB Mounting
 Cabling and Assembly
 Testing

5.2.1 Mechanical

After mechanical production following shall be checked; for Enclosure there should not be any crush,
incorrect drills, measures and paint defects and tags should be even and in given measures. For Rear
Panel tack rivets of sockets should match with norms and cable connections should be even and tight.
Terminal blocks should be mounted properly on the rails. Screws of cable connections should be
tightened properly. MCB rivets should be tightened according to norms and screws of cable connections
should be tightened properly.

5.2.2 Transformer

Transformer production shall be as per the transformer order form and quality control sections in
transformer order shall be filled. During the inspection, responsible person shall control the following;

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rubber joints on seams of the transformer should not be torn or in wrong measures. Solders on
transformer patch board of which screws have been tightened with specific torques should be even and
clean. Varnishing should be properly filled and clean at proper thickness. High voltage isolation and
impedance test are applied.

5.2.3 PCB Mounting & Cabling Assembly

Board and Cabling assembly starts with PCB production. PCB quality control shall be based on “PCB Order
Form”. Responsible person shall make physical control, metarial control, short circuit control and cleaning
control. During inspection following shall be controlled; board clips should be solid, even and good fitted.
Boards should be inserted to clips properly. Cabling and solders should be even, connector crimps should
be tightened properly and clean.

5.2.4 Overall Assembly

After finalizing the production with assembly, below points are checked by before sending the product to
test bay.

 Tightness control of all screws on the chassis
 Mounting of connectors on board and control of tightened rubbers.
 Cable connection and tightness control of fastens
 Connection control of all shoes inserted to boards
 Control of mounting of boards to chassis and tightened rubbers.
 Tightness control of all nuts mounted to No 3 motor terminal blocks.
 Control of advertising brand tags on the device
 Control of tags warning customers about mains input, opening order of MCB, input‐output, high
voltage of battery, network and invertor automats.
 Control of stock tag stating the features of device and tags stating the model of device.
 Control of covers of device having been mounted and screws
 Control of certificate of warranty, operating manual, within the package
 Network cable for small devices,
 Installation information for large devices,
 Control of battery connection diagram and check that battery terminals
 Convenience control of cardboard.

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 Control of utilizing plastic fastener for local packages, steel fastener and proper carcass for
intercity packages.

Other than these steps, as main components; Capacitor & Battery quality shall be ensured as per the
following:

 Insulated item under capacitor clips should not be pierced and torn
 Clips should be tightened properly.
 Shoes on pole connections should be tightened and screws should be processed properly.
 Battery clamp should be mounted properly
 Battery terminals should be clean and solders should be even.

5.3 QC AT TESTING PHASE

Production of the equipment shall be in‐line with “Production Order Form” and that shall be ensured by
Production Manager.

In the test bay, tests of the products shall be conducted as per the related standards which are IEC 62040‐
3 (for AC Supply Systems) and IEC 60146‐1‐1 (for DC Supply Systems). During the tests, related forms of
the subject products shall be filled. These forms are available in section 6.


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6.0 ATTACHMENTS
6.1 DC Systems Test & QC Forms
6.2 AC Systems Test Form
6.3 Inspection & Test Report
6.4 Incoming Metarial Control List


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6.1 DC Systems Test & QC Forms

FORM No : F/ISOQCTP‐04‐01 / Rev . 03 / 01.03.2018

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6.2 AC Systems Test Form

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6.3 Inspection & Test Report



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Document No ISOASS
AFTER SALES Procedure No
Issue Date
ISOASS‐5
01.01.2010
Rev.No: 03
SERVICE PROCEDURE Rev.Date: 01.03.2018
Page No: 1
ISO 9001
1.0 PURPOSE
The purpose of this procedure is to ensure that the customer Have all the information, maintenance or
repair of equipment by its manufacturer or supplier, during and after a warranty period.

2.0 SCOPE
PMI is focused on one principle, before and after sales – PMI are always there for its customers. Even
after commissioning, PMI make sure that your plant is professionally cared for and maintained. PMI offer
comprehensive service and spare parts agreements to make sure you get spare parts and wear parts as
quickly as possible. You are always on the safe side with us.

Already during the planning process and no later than during delivery of your systems, your requirements
for service, maintenance and spare parts supplies will be clearly defined and documented
After sales service refers to various processes which make sure customers are satisfied with the products
and services of the organization.
After sales service makes sure products and services meet or surpass the expectations of the Customer
After sales service plays an important role in customer satisfaction and customer retention. It generates
loyal customers.
The General Manager and Responsible person of the related department which is subject to the
Procurement are responsible for the implementation of this procedure.


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01.01.2010
Rev.No: 03
Page No: 2
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4.0 DEFINITIONS
Complaint:

An expression of dissatisfaction by one or more members of the public about our action or lack of action,
or about the standard of service provided by or on behalf of PMI.

Frontline resolution:
Frontline resolution aims to quickly resolve straightforward customer complaints that require little or no
investigation. Any member of staff may deal with complaints at this stage

Investigation:

An investigation aims to establish all the facts relevant to the points made in the complaint and to give
the customer a full, objective and proportionate response that represents our final position

After sales service:

After sales service refers to various processes which make sure customers are satisfied with the products
and services of the organization


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01.01.2010
Rev.No: 03
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5.0 PMI SERVICE GUIDE

PMI service guide provides a full range of lifecycle services from spare parts and equipment repair,
training, migration to remote monitoring and technical support.

The following is our service guide categories:

1 General support (basic means of communication)
2 Self‐support (by information available by the producer)
3 Remote support (ICT‐ supported interaction)
4 On‐site support (producer or service partner present)

Services Pre-sales Sales After-sales
1. General support contacat, hotline
Training, upgrades
Spare part management
2. Self support Product information, product news
Software download
Troubleshooting database
3. Remote support Remote consulting
Remote optimisation
Remote diagnostic
Remote control
4. On-site support Process support, optimisation
Optimisation
Maintenance
Repair
FORM No : F/ISOASS‐05‐01 / Rev . 03 / 01.03.2018


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01.01.2010
Rev.No: 03
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ISO 9001
6.0 CUSTOMER COMPLAINT PROCEDURE

This procedure outlines the process by which Customer Complaints are processed. All concerns of this
nature will be taken seriously by our engineering team to ensure customer satisfaction is maintained at all
times.

The following Stages outlines the complaints process of which there are 3 key:

6.1 Stage 1 ‐ Receiving the complaint
6.2 Stage 2 ‐ Investigation and Corrective Action
6.3 Stage 3 ‐ Recording complaints

6.1 RECEIVING THE COMPLAINT

A complaint may be received by telephone, in person, in writing, email, fax etc. A complainant
Might also be represented by a third party.

The following is Compliant Registration table to be fulfilled by customer

Product
No Serial No Product code Project Name Issue Explanation Form Issue
Date



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Issue Explanation Form:

Detailed issue explanation forms are available for specific products which shall guide the site service team
during the issue analysis and report preparation for cases that require supervision from service center
and production.

It is a special form prepared By PMI, This form will guide the customer and help him to know what to
measure and what to record from the outputs of his device, in purpose to make a compliant register in
witch throw will be analysis by our engineering team to provide a decision for the case.

6.2 INVESTIGATION AND CORRECTIVE ACTION

PMI Engineering Team aims to provide a quick, simple and streamlined process for resolving complaints
early and locally by capable, well-trained staff
PMI Investigation and Corrective action process provides two opportunities to resolve complaints
internally:
1. Frontline resolution
2. Investigation

Frontline resolution:
The main principle is to seek early resolution, resolving complaints at the earliest opportunity and as close
to the point of service delivery as possible.
This may mean a face‐to‐face discussion with the customer, or asking an appropriate member of staff to
deal directly with the complaint.
Investigation:
Not all complaints are suitable for frontline resolution and not all complaints will be satisfactorily resolved
at that stage. Complaints handled at the investigation stage are typically complex or require a detailed
examination before we can state our position.
These complaints may already have been considered at frontline resolution stage, or they may have been
identified from the start as needing immediate investigation.
The complaints handling procedure flow chart:


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Rev.No: 03
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ISO 9001

A customer may complain in person, by phone,
by email or in writing.
STAGE 1 We must first considering if whether the
FRONTLINE STAGE 2
complaint should be dealt with at stage 1 INVESTIGATION
RESOLUTION
(frontline resolution) or stage 2 (investigation) of
the complaints handling procedure.
Stage 1 – frontline resolution Stage 2 – investigation
Always try to resolve the complaint quickly and to the 1. Investigate where the customer is still dissatisfied
customer's satisfaction wherever we can. after we have communicated our decision at stage 1,
or
2. Investigate where it is clear that the complaint is

particularly complex or will require detailed
investigation.
Provide a decision on the complaint within 24

working hours unless there are exceptional
circumstances. Send acknowledgement within 24 working hours and
provide the decision as soon as possible but within 24
working hours, unless there is a clear reason for
extending this timescale.
Is the customer satisfied

with the decision? No Is the customer satisfied
with our decision and with
the way we have handled
the complaint?
Monthly or quarterly
• Ensure ALL complaints are

Yes recorded
• Report performance, analyse No Yes
outcomes
• Make changes to service
delivery where appropriate
• Tell our customers about
Complaint closed service improvements. Complaint closed
and outcome Visiting the site and outcome
recorded. recorded.


Document No ISOASS
Issue Date
ISOASS‐5
01.01.2010
Rev.No: 03
Page No: 7
ISO 9001
On‐site support Process:
Service form: To be handled by our Site Service team


Document No ISOASS
Issue Date
ISOASS‐5
01.01.2010
Rev.No: 03
Page No: 8
ISO 9001
On Site Support Flow Chart:
Is the customer satisfied
with our decision and with
the way we have handled
the complaint

6.3 STAGE 3 ‐ RECORDING COMPLAINTS:

Complaints provide valuable customer feedback. It identifies opportunities to improve services across
PMI business. That’s why PMI record all complaints in a systematic way so PMI can use the complaints
data for analysis and management reporting. By recording and using complaints information in this way,
PMI can identify and address the causes of complaints and, where appropriate, identify training
opportunities and introduce service improvements
Recording complaints

To collect suitable data it is essential to record all complaints with a structured systems for recording
complaints, that’s why we have structured detailed record system for recording complaints
This record system is being updated annually and being reviewed by our Engineering team.

Document No ISOASS
Issue Date
ISOASS‐5
01.01.2010
Rev.No: 03
Page No: 9
ISO 9001
PMI Structure is, as follows:



Document No ISOASS
Issue Date
ISOASS‐5
01.01.2010
Rev.No: 03
Page No: 10
ISO 9001
07. STATISTICAL ANALYSIS

Complaints details are also analyzed to ensure that PMI identify service failures and take appropriate
action. Regularly the analysis of complaints information helps to inform management of where services
need to improve.

This Statistical analysis information system had been made for the years between (2010‐2018)

Failure type percentage
of failures
Commisining and Installation 35

Mistakes
Site Condition(Surge, Short 11
Circuit, Grounding)
Component Aging 40
Transportation/Mishandling 3
damage
Poor Worknership 2
Design/Specification Issue 3
Component Failure 6

Table and Figure1

Document No ISOASS
Issue Date
ISOASS‐5
01.01.2010
Rev.No: 03
Page No: 11
ISO 9001
8.0 TRAINING
To maintain and to guarantee the customer an efficient network of customer service, always in tune with
the design developments of the products, PMI organizes refresher courses for its authorized service
centers and for its customers. These courses are essential aspects for the professional growth of all
participants, providing opportunities to collect feedback on the degree of reliability and quality of the
products for MTA within a context of improvement

Below you can see one of our courses:


Document No ISOASS
Issue Date
ISOASS‐5
01.01.2010
Rev.No: 03
Page No: 12
ISO 9001



Document No ISOASS
Issue Date
ISOASS‐5
01.01.2010
Rev.No: 03
Page No: 13
ISO 9001
9.0 CUSTOMER SATISFACTION SURVEY

PMI customers and long lasting customer relationships are one of cornerstones and one of our strategies.
We want to ensure long‐term commitment and continuity and our vision is to be customer’s number one
choice. Therefore, high level of customer satisfaction is essential to our strategy and long term goals.
Customer satisfaction, quality, customer relationship management and loyalty are the main concepts of
this strategy.

The main objectives of this survey are the data collection from customers, the analysis of the data and to
identify improvement areas and suggest development ideas how the company can improve their
customer service level based on the analysis.

According to Derek Allen (2004, 2) improvements in product and service quality will increase customer
satisfaction which leads to desirable business outcomes

By measuring customer satisfaction level we can identify aspects in need of development and through
them to increase the satisfaction level and improve the company's operations.

Figure 2: Customer Satisfaction


Document No ISOASS
Issue Date
ISOASS‐5
01.01.2010
Rev.No: 03
Page No: 14
ISO 9001
The following is our customer satisfaction template:

Document No ISODDP
Design and Procedure No ISODDP‐6
Development Rev.No: 03
Rev.Date: 01.03.2018
Procedure Page No: 1
ISO 9001
DESIGN AND DEVELOPMENT

1. Design and Development Planning

PMI plans and manages the design and development of its product in accordance with the Design and
Development Control Procedure (8). Design and development is usually for new product developments
as well as modifications to existing products

The design and development process determines:

a) stages of the design and development process;

b) review, verification, and validation activities appropriate to each design and development stage;

c) responsibilities and authorities for design and development activities.

Organizational interfaces between the different groups involved in design and development are managed
as described in the Design and Development Control Procedure (8) to ensure effective communication
and clarity of responsibilities. Planning output is updated at appropriate stages as design and
development progresses.

2. Design and Development Inputs

Inputs relating to product requirements include:

a) functional and performance requirements;

b) applicable environmental, health and safety requirements

c) applicable information derived from previous similar designs;

d) any other requirements essential for design and development.

3. Design and Development Outputs

The outputs of the design and development process are recorded and expressed in terms of requirements,
calculations, analysis, or other means that can be verified against input requirements as described in the
Design and Development Control Procedure (8). This process ensures that design and development
outputs:
a) meet the design and development input requirements;

Document No ISODDP
Rev.Date: 01.03.2018
ISO 9001
b) provide adequate information to production and service operations;
c) contain or reference product acceptance criteria;
d) define the characteristics of the product that are essential for its safe and proper use.
All design and development output documents are reviewed and approved before release.
4. Design and Development Review
Systematic reviews are planned, conducted, and documented at suitable stages of design and development
per the Design and Development Control Procedure (8) to:
a) evaluate the ability to fulfill requirements;
b) identify problems and propose follow-up actions.
Participants in the design and development review include representatives of functions concerned with the
design and development stage under review. Records of reviews and necessary follow-up actions are
maintained.
5. Design and Development Verification
Design and Development verification are defined, planned, executed, and recorded by competent personnel
to ensure that the design and development output meets the inputs. The results of the verification and
subsequent follow-up actions are recorded per the procedures.
6. Design and Development Validation
Design and development validation is performed per the Design and Development Control Procedure (8) to
ensure that resultant products are capable of meeting the requirements for the specified application or
intended use, where known, prior to release for delivery or implementation. Where it is impossible to
perform full validation prior to delivery or implementation, partial validation is performed to the extent
applicable. The results of the validation and subsequent follow-up actions are recorded per the procedures.
7. Control of Design and Development Changes
Design and development changes are documented and controlled in accordance with the Design and
Development Control Procedure (8).This process includes evaluation of the impact of the changes on
constituent parts and delivered products. The changes are verified and approved before implementation,
as appropriate.

Document No ISODDP
Rev.Date: 01.03.2018
ISO 9001
1. Design and Development Control Procedure
General Policy
The design and development process is carried out under controlled conditions. All activities are planned
and documented. Designs are reviewed at appropriate stages and where applicable, validated. The design
and development output is verified before it is released to production.
Procedure
1.0 General
1.1 Design will adhere to this documented procedure that assures all designed/developed solutions
(hardware, software, service, etc.) meet market requirements and performance standards.
2.0 Design and Development Input
2.1 Director and Product Responsibles will identify the market’s needs for new solutions:
-What is required (features/functions, etc.)
-Why it is needed (customer demand)
-When it is needed
-Market Segment
-Detailed product requirements (performance standards, including customer requirements, reliability,

statutory and regulatory requirements, and products' life needs)
-Pricing Targets
2.2 When a product is to be designed or modified to meet specific customer requirements, design
departments receive from Product Responsibles a design order with customer requirements and
2.3 Design and development input is documented. Design and development input can be in any form,
including data sheets, drawings and specifications, photographs, references to standards, etc. All documents
constituting design and development input are recorded in the project book or as data file in the project
account.
2.4 Design departments review and approve design order documents prior to issue and release.
2.5 When it’s more practical to do so, design and development input review may be conducted at the
contract review phase.

Document No ISODDP
Rev.Date: 01.03.2018
ISO 9001
3.0 Design and Development Activities
3.1 The relevant design departments will translate the needs to technical specifications for materials,
products, and processes. The design is geared towards meeting customer requirements, while providing a
product cost, which will enable PMI to have a satisfactory return on investment. The relevant design
departments are responsible for providing a design, which is producible, verifiable, and controllable under
the specified production, installation, and operational conditions.
3.2 Project management tools and methodologies are used to manage the development process in order to
deliver timely, profitable solutions.
3.3 Each design and development activity is planned, divided into phases, and tasks are assigned to
qualified personnel equipped with adequate resources. Plans are documented and updated as the design
evolves.
3.4 Organisational and technical interfaces between different functions that contribute to the design and
development process are defined and the necessary information documented and transmitted.
3.5 Designs and design changes are documented, revision controlled, and approved by authorised
personnel. Design and development documentation addresses all design and development intent
requirements (performance, safety, reliability, regulatory, customer satisfaction, etc.), highlights changes
from the last revision, and includes but is not limited to:
-Release notes for software
-Critical dimensions for different parts
-Critical relationships for assemblies
-Critical relationships and performance criteria for product and system solutions.
3.6 Formal, documented design and development reviews are held at appropriate stages of the design and
development activity and include representatives from all concerned functions. The following elements are
considered during design and development reviews:
-Customer needs versus technical specifications
-Ability to perform under expected conditions of use and environment
-Safety and environmental considerations
-Compliance with applicable regulatory requirements, national and international standards
-Comparison with competitor's design


Document No ISODDP
Rev.Date: 01.03.2018
ISO 9001
-Comparison with similar designs for analysis of previous quality problems and possible recurrence
-Reliability, serviceability, and maintainability
-Tolerances compared to process capabilities
-Product acceptance/rejection criteria
-Ease of assembly, installation, and safety factors
-Packaging, handling, storage, shelf life, and disposability
-Ability to diagnose and correct problems
-Identification, warnings, labeling, traceability, and user instructions
-Manufacturability, including special processes
-Capability to inspect and test
-Materials and components specifications
-Review and use of standard parts
Records of design and development reviews, including corrective action plans and those in attendance are
maintained.
3.7 Design and development verification and validation are performed and approved as appropriate before
designs are released to assure each product conforms to all specified design requirements. This includes
alternative calculations to verify correctness of the original calculations and analyses, and periodic
evaluation of sample production models. The amount and degree of testing is related to the risk factor
identified in the design and development plan. The test will include evaluation of performance, durability,
safety, reliability, and maintainability under expected storage and operational conditions and where
applicable, defect and failure analysis. All results of tests, evaluation, and inspection are documented
throughout the product qualification cycle. The design department managers verify that all design features
meet requirements and that all authorised design and development changes have been implemented.
4.0 Design and Development Tools and Techniques
4.1 All software that is used in calculations and other design and development activities is validated and
approved. Software developed in-house is validated and approved prior to release. Software documentation
includes validation records attesting to acceptable performance. Standard/commercial software is accepted
without validation. Software that has been successfully used in design and development prior to
implementation of this procedure, and has proven to demonstrate successful performance for at least one
year, may be used without validation testing.

Document No ISODDP
Rev.Date: 01.03.2018
ISO 9001
4.2 Design and development reference materials (i.e., standards, catalogs, etc.) are available and
maintained by the design departments. Only current issues and revisions of reference material are used.
5.0 Design and Development Output
5.1 Design and development output is in the form of documents that define the product, including
characteristics that affect safety, fitness for use, performance, and reliability and provide instructions for
manufacturing (i.e., drawings, specifications, procedures, inspection procedures, etc.).
5.2 Specifications and procedures for product packaging and labeling are also part of the design and
development output.
5.3 Support documentation (i.e., calculations, risk analysis, test results, verification and validation reports,
etc.) is also part of the design and development output.
5.4 All design and development output documentation is reviewed by qualified personnel and approved by
the Chief Engineer prior to release.

Document No ISOIAP
Procedure No ISOIAP‐7
Internal Audit Issue Date 01.01.2010
Procedure Rev.No:
Rev.Date:
03
01.03.2018
Page No: 1
ISO 9001
1. Application & Scope

The scope of this procedure is focused on assessing the effectiveness of PMI’ QMS. Where such processes
are found to be deficient, the audit will lead to improvement in those processes.

2. Requirements

An audit of the QMS is conducted at planned intervals to:

1. Determine whether the QMS conforms to planned arrangements

2. Determine whether the QMS is properly implemented and maintained

3. Provide information on the results of audits during Management Review

3. Process

Internal auditing is undertaken at least once annually. Audits may be completed with a greater frequency
if determined by the QA Officer or as determined by:
ISO 9001 requirements
Customer complaint
QMS requirements
Quality objectives/policy
Corrective actions
Statutory/legal requirements
Management decisions
Concerns raised by 3rd parties
Results of 3rd party audits
Employee concerns
Management Review concerns

Auditors will be trained in the auditing process, including the intent of the procedure. The
completed records will form part of the report presented to the Management Review
meeting and be maintained by the QA Officer. Any conclusions derived from these reports
will be explained more fully at the Management Review Meeting.
The member of the auditing team with formal training will be responsible to instruct
auditors of the other sections.

3.1 Audit Preparation
The audit shall be carried out on all sections of the organisation regarding procedures as
defined in the Quality Manual.

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Procedure Rev.No:
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ISO 9001
The effectiveness of the procedures to accomplish the task will be appraised; highlight
any need to change processes
and ensure changes are effective.
The Audit Team is required to:
Review relevant management system documents and records
Review and prepare the internal audit checklist

3.2 On‐site Audit
Auditing will be completed as a step by step verification of the process or procedure. It will
be completed on a dedicated copy of the Quality
manual with unfavorable outcomes of the audit being treated as a non-conformance
3.3 Reporting
Responsibilities and intervals will be recorded in Status and scheduling

documentation kept by the QA Officer. Records
of these audits will be the responsibility of the auditor and storage will be the
responsibility of the QA Officer.
All Audits will be presented in a report format to the manager of the section and an
overview of the organisation
performance will be discussed in the Management review.

The QA Officer is required to:
● Review audit conclusions
● Make recommendations for improvement
● Finalise the internal audit report
● Issue internal audit report at Management Review

3.4 Review
Management is required to:
● Consider and act upon audit findings during the management review process
● Use the internal audit report to promote best practice
● Ensure records are maintained


Document No ISOIAP
Procedure Rev.No:
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ISO 9001
3.5 Records
All documentation and records generated by the internal audit process are managed in
accordance with ISO 9001:2008
Clauses 4.2.3 & 4.2.4.

3.6 Audit Process Matrix
Action Responsibility Output
Establish and communicate internal audit schedule QA Officer
Planning Identify if audit team is required for the section to be audited

Review relevant QMS documents and records Audit Team
Determine their adequacy with respect to the audit criteria
Preparation
Review relevant requirements of ISO 9001:2008
Review and prepare the internal audit checklist
Sample and observe necessary process inputs/outputs Audit Team
Audit Record objective evidence to verify process compliance
Generate and record audit findings F018
QA Officer
Decide whether any non‐conformance observed should be and
included in correction reports or whether they can be solved Responsible
immediately Manager
Minor areas of non‐conformance are taken care of
immediately, while a conclusion for the audit as a whole is
Wrap‐up written down
meeting An audit report is prepared which is examined together with
the manager responsible for the area in question
Corrective actions are reviewed by the manager responsible
and close out action is agreed upon
The audit leader and responsible manager sign off audit
report
The reports are given to the responsible manager
Ensure corrective actions are closed‐out within the agreed Responsible
time frame Manager
Ensure non‐conformances are closed‐out within the agreed
Follow‐up time frame
Ensure status of corrective actions and non‐conformances
communicated to the QA Officer
Provide feedback on the audit process

Document No ISOIAP
Procedure Rev.No:
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ISO 9001
Action Responsibility Output

Review audit conclusions QA Officer
Make recommendations for improvement
Reporting
Finalise internal audit report
Issue internal audit report to Management
Consider and act upon audit findings during Management
Review Business
Review
Owner/
Use the internal audit report to promote best practice Management


Document No ISOIAP
Procedure Rev.No:
Rev.Date:
03
01.03.2018
Page No: 5
ISO 9001
3.7 Internal Audit Process Map

FORM No : F/ISOIAP‐07‐01 / Rev . 03 / 01.03.2018

Document No ISOIAP
Procedure Rev.No:
Rev.Date:
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01.03.2018
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ISO 9001


Document No ISOIAP
Procedure Rev.No:
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03
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Page No: 7
ISO 9001
INTERNAL SURVEY QUESTION LIST

CONFORMANC
S. ARTICLE NO/ INTERNAL SURVEY E/
REMARKS
No QUESTIONS NONCONFORM
ANCE
4.1. How did you create KYS, ÇYS, İSG and
Customer Satisfaction Management STANDARD REQUIREMENTS ARE EXAMINED
Systems? Could you please give AND A SYSTEM COMPLIANT WITH ISO
1 
information on the main purposes of the 9001:2015, ISO 14001:2015, TS 18001:2014
Management Systems? Is the IS ESTABLISHED.
institutional context defined?
4.2. Are the needs and expectations of
2 
relevant parties defined in writing?
4.3. Is the scope defined for integrated
3 
management system?
7 SEPARATE PROCESSES ARE CREATED AND
4 4.4. Could you give information on the  PROCESS CARDS ARE DEFINED. ES.PK.03
processes in your company? PRODUCTION PROCESS CARD

PROCESS INTERACTION SCHEME IS CREATED
4.4.1 How did you determine the
5  AND INTERACTIONS ARE DEFINED IN
sequence and interaction of these
PROCESS CARDS.
processes? Can you provide information?

4.4.2 Can you provide information on the THEY WILL BE FOLLOWED WITH TARGET
6 
monitoring and measurement methods MONITORING CARDS.
of the processes?
5.1. Does Senior Management provide
7 
necessary resources and commitments?
8 5.1.2. Are studies for customer‐based



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Procedure Rev.No:
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ISO 9001
approach identified and are risks and

opportunities defined?
5.2.1 Can you provide information on the
9 policy you created for established  ISSUED BY GENERAL MANAGER APPROVAL.
management systems?
5.2.2 Can you provide information on
TRAINING IN GIVEN AND THE POLICY IS
studies used in your company for having
10  POSTED ON RELEVANT POINTS IN THE
the policy understood, practiced and
FACTORY.
adopted by the personnel?

5.3. Could you give information on the ORGANIZATION SCHEME, DUTY
11 
responsibilities and powers in your DESCRIPTIONS
company?
5.3. Can we see your Duty Definition?
12 Could you give us information on your 
Definition of Duties?
6.1 Are Risks and Opportunities defined?
13 
Can we see the relevant documents?
6.2. Are quality purposes and the

14 necessary planning for achieving them
documented?
6.3. When a change in the integrated

15 management system is prescribed, can it
be made in a planned manner?
CONFORMANC
No QUESTIONS NONCONFOR REMARKS
MANCE
16 7.1.1. Does the organization provide all



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ISO 9001
resources required for the integrated

management system?
7.1.2. Is relevant staff assigned for the

17 effective implementation of the
integrated management system?
7.1.3 Is the infrastructure necessary to

ensure compliance with product This question will be asked to the relevant
18
requirements? Is maintenance done as unit.
planned?
7.1.4. Is the necessary working

19 environment established for the
processes?
7.1.5. Is the calibration required for

monitoring and measurement carried out
20
in a planned way? Are there objective
records?
7.1.6. Has the organization identified

institutional information such as internal
21
& external resources and intellectual
property?
7.2. Have you determined the
QUALITY MANAGEMENT SYSTEMS TRAINING
qualifications of the staff that affect the
22  WAS GIVEN, EXAMS AND EVALUATIONS
established 4 management system
WERE PERFORMED
implementations?
7.3. What do you do to ensure that the
23  TRAININGS WERE GIVEN
staff has the qualifications you set?
24 7.3. How do you determine your training  BY TRAINING REQUEST FORMS

needs?
25 7.3. Do you keep records on trainings?  BY THE TRAINING PLAN AND TRAINING
Can we see them?

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Procedure Rev.No:
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ISO 9001
RECORDS THAT DISPLAY THE TRAININGS
PARTICIPATED BY ALL EMPLOYEES
TRAINEES ARE EVALUATED BY THE TRAINING
26 7.3. Could you give us information on 
training effectiveness methods? EVALUATION FORM
7.3. Can we see records of effectiveness
27 evaluation? 

28 7.4. Has the organization identified its 
communication methods and channels?

7.5.1 Can you provide information on
29  DOCUMENTATION PROCEDURE P.01
Integrated Management System, its
documented information and Procedure?
THEY CAN BE ACCESSED IN COMMON
7.5.1. How do user units access their
NETWORK IN PDF FORMAT. THEY ARE
30 documents? Can we see their records? 
MONITORED WITH DOCUMENT

DISTRIBUTION FORM.
7.5.2. What is the purpose of using EXPLAINED IN DOCUMENTATION
Controlled‐Uncontrolled and Canceled PROCEDURES.
31 
stamps? Can we see an example E.G. DEVICE USAGE INSTRUCTIONS
application?
CONFORMANC
MANCE

32 7.5.2. How do you ensure that documents 
that are not updated are not used? WITH THE DOCUMENT LIST
7.5.3. Can you give us information on
BY TRAINING REQUEST FORM; NOT USED
33 document changes? Can we see the 
YET
records?
34 7.5.3. Could you give information about  EXPLAINED IN DOCUMENTATION

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Procedure Rev.No:
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ISO 9001
your document coding system? PROCEDURES.
7.5.3 How do you follow current legal BY THE EXTERNAL DOCUMENT LIST IN
35 
requirements? INTERNET.
RELEVANT REGULATIONS AND RELEVANT
36 7.5.3. Could you give us information on 
the application of such legislations? UNITS ARE REFERRED.
RELEVANT MONITORING IS CARRIED OUT BY
7.5.3. Could you give information on how
37 the personnel is notified of the legal and  HR UNIT AND WITH LEGAL AND OTHER
other requirements? REQUIREMENTS PROCEDURE.

7.5.3.1‐2. Could you give information on PS.02 CHECKING OF RECORDS PROCEDURE
38 
the Checking of Records Procedure? HAS BEEN CREATED.
CALIBRATION RECORDS OF MEASURING AND
39 7.5.3.2. Could you give information on  EXPERIMENT DEVICES, CUSTOMER
the records you have kept? COMPLAINTS

DEFINED IN CHECKING OF RECORDS
40 7.5.3.2. Can you tell us about the 
PROCEDURE
retention period of these records?

7.5.3.2. How do you manage the records, DISPOSAL METHODS ARE SPECIFIED IN THE
41 
of which retention periods have expired PROCEDURE FOR CONTROL OF RECORDS.
in the units?

42 7.5.3.2. How do you check archived  BY ARCHIVE MONITORING CARD
records?

7.5.3.2. How do you manage the records,
THEY ARE REMOVED FROM THE ARCHIVE
43 of which retention periods have expired 
AND DESTROYED.
in the archive?


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Procedure Rev.No:
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ISO 9001
Can we see your letter of appointment as
44 the Integrated Management 
Representative?
8.1. How did you document the activities
that define the order and relationships of
45 the stages of all product groups, which 
have inputs and production?

CONFORMANC
MANCE
7.4. How do you communicate with IT IS DEFINED IN E‐MAIL , TELEPHONE, FAX
46 
external organizations? COMMUNICATION PROCEDURE
7.4. How are documents from external
IT IS CARRIED OUT BY THE PURCHASING
47 organizations and which may affect your 
UNIT
activities accepted and evaluated?
Could you give information on the
48 Procedure of Checking of Non‐  IT IS DESCRIBED BY P.04.
Conforming Products?
9.1. Have the necessary documentation
APPLICATIONS RELATED TO DATA ANALYSIS
been established related to the
49  ARE DESCRIBED IN THE QUALITY MANUAL.
organization monitoring and
NO OTHER INSTRUCTIONS ARE WRITTEN.
measurement?
9.1.2. Have the methods been

50 determined and are measurements taken
with respect to Customer Satisfaction?
9.1.2. Could you please give information

51 on your studies related to Customer
Satisfaction?
52 9.1.2. What kind of applications do you

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ISO 9001
have about customer complaints? 
9.1.3. Have the results of monitoring and
 IPK REPORT AND GRAPHIC FORM ARE BEING
53 measurement been analyzed? Are there
PREPARED.
any records?
9.2 Could you tell us about the internal
DEFINED IN INTERNAL SURVEY PROCEDURE.
54 survey procedure and its 
P.03
implementation?
INTERNAL SURVEY QUESTIONNAIRE,
9.2.1. Can we see records on internal
55  INTERNAL SURVEY PLAN, INTERNAL SURVEY
survey activities?
REPORT, NOTIFICATION.

9.2.2. How do you manage disputes that
56  DISPUTED IS REPORTED BY CONSULTING
may arise during surveys?
WITH THE SURVEY AND/OR QUALITY TEAM.
IN FOLLOW‐UP SURVEYS, OBJECTIVE

EVIDENCES ARE GATHERED BY COMPLETING
57 9.2.2. Could you give us information on 
THE RELEVANT PARTS OF THE SURVEY
Follow‐up Surveys?
REPORT.
SENIOR MANAGEMENT IS INFORMED BY THE
9.3. How do you manage system
SYSTEM PERFORMANCE REPORT PREPARED
58 performance and notify senior 
BY MANAGEMENT REPRESENTATIVE BEFORE
management?
YGG MEETINGS.
IT IS PLANNED ANNUALLY. AN 4
9.3. Can you give inform us on
59  INTEGRATED YGG MEETING IS HELD FOR 4
Management Review?
SYSTEMS.

10.1‐10.2. Could you give information on
60  THIS PROCEDURE IS DESCRIBED BY P.05.
the Corrective and Preventive Actions
Procedure?
S. ARTICLE NO/ INTERNAL SURVEY CONFORMANC REMARKS


Document No ISOIAP
Procedure Rev.No:
Rev.Date:
03
01.03.2018
Page No: 14
ISO 9001
No QUESTIONS E/

NONCONFOR
MANCE

CORRECTIVE AND PREVENTIVE ACTIONS
10.2. What are the methods you use to
61  PROCEDURE REQUEST FORM IS USED AND
eliminate the causes of existing or
MONITORED BY THE OPENING UNIT.
potential nonconformities?
E.G. CORRECTIVE AND PREVENTIVE ACTIONS
62 10.2. Can we see records of preventive  PROCEDURE REQUEST FORM, DATED
actions? 25.02.2016, WAS SEEN.
IT IS MONITORED BY THE UNIT THAT
DETECTS THE NONCONFORMANCE, AND IT
63 10.2. How do you ensure the  IS MONITORED UNTIL THE CORRECTIVE AND
effectiveness of initiated activities? PREVENTIVE ACTIONS PROCEDURE IS
CLOSED.
10.2. How do you conduct the follow‐up CONDUCTED BY CORRECTIVE AND
64 and effectiveness of the decisions on non‐  PREVENTIVE ACTIONS PROCEDURE FORM;
conformities? ES.F.10
10.3. Are studies on continuous
65
improvement defined?

66 6.2.1.‐6.2.2. Could you give us  THEY WILL BE DEFINED IN YGG.
information on the goals/targets?

67 6.2.1.‐6.2.2. What criteria did you  THEY WILL BE DEFINED IN YGG.
consider when setting goals/targets?

68 6.2.1.‐6.2.2. Could you give us  THEY WILL BE DEFINED IN YGG.
information on the monitoring of the

Document No ISOIAP
Procedure Rev.No:
Rev.Date:
03
01.03.2018
Page No: 15
ISO 9001
goals/targets?

IT IS DESCRIBED BY P.012.
69 8.2. (çys) ‐ 4.4.7 (ohsas) Can you give 
information on the Emergency Procedure
and its applications?

FIRE DRILL PLANNING WAS MADE BY
70 8.2. (çys) ‐ 4.4.7 (ohsas) Can we see the 
emergency drills? CONSULTING WITH THE FIRE DEPARTMENT.

OUR ENVIRONMENTAL DIMENSIONS HAVE
6.1.2. (çys) How did you determine the
BEEN ASSESSED BY USING THE METHOD
71 Environmental Dimensions? What is your 
DEFINED IN ENVIRONMENTAL IMPACT
method?
ASSESSMENT PROCEDURE.
MONTHLY CONSUMPTION AMOUNTS ARE
MONITORED AND PREVENTIVE ACTIVITIES
6.1.2. Can we see your practices ARE PLANNED FOR REDUCING NATURAL
72 
regarding the use of natural resources? RESOURCE CONSUMPTION.
e.g. ES.F.19 Natural Resource Consumption
Form
6.1.2. (çys) Do you have a contract for the
73  Waste Disposal Contract
disposal of hazardous wastes?
CONFORMANC
MANCE
6.1.3. (çys) Are compliance obligations

74 related to Environmental Dimensions
defined?
6.1.4‐ 6.2. (çys) Where have you
documented the actions related to the 
75 important environmental dimensions ACTION PLAN, ENVIRONMENT IMPACT PLAN
resulting from the assessment of the
environmental dimensions?
76 9.1.2. (çys)‐4.5.2. (ohsas) Do you have

Document No ISOIAP
Procedure Rev.No:
Rev.Date:
03
01.03.2018
Page No: 16
ISO 9001
studies and documented information on 

conformance assessment?

C
ONFORMANCE/
ADDITIONAL QUESTIONS ARISING
N 4.1.3 REMARKS
INDEPENDENTLY FROM THE SURVEY
ONCONFORMA
NCE

SURVEY OFFICERS (Date, Name, Surname, Signature)



Document No ISOROEP
Risk and Procedure No ISOROEP‐8
Opportunitity Rev.No:
Rev.Date:
03
01.03.2018
Evaluation
Page No: 1
Procedure
ISO 9001
1. PURPOSE
The purpose is to assess the risks and opportunities in our departments, businesses and
processes, and turn them to advantage or define a method to minimize the loss.
2. SCOPE
It covers the activities to be performed to evaluate the risks and opportunities in our
production and service processes, product shipment, administrative and technical units,
or in the products or services to be purchased. This procedure;
3. DEFINITIONS
Non-conformance:
Non-conformance shall mean any deviation from the laws, procedures, practices or
working standards that may, directly or indirectly, result in injuries, diseases, material
damages or losses at the site or a combination of the same.
Continuous Improvement:
Continuous improvement must be ensured to achieve improvements in general

environment performances.
Risk:
Results of a harmful event and the probability of its occurrence.
Risk Assessment:
Estimate the size of the risk in all processes and deciding whether to tolerate risk
Acceptable Risk:
Risk reduced to the level that the organization can bear, taking into account legal
obligations and its own policy.

Document No ISOROEP
Rev.Date:
03
01.03.2018
Evaluation
Page No: 2
Procedure
ISO 9001
4.UYGULAMA
4.1. Risk Detection
RISK = PROBABILITY X IMPACT SEVERITY
PROBABILITY
PROBABILIT PROBABILITY RESULT

Y
5(Very Risk Situations has occurred many times and can occur now
High)
4 (High) It happened in similar institutions/departments/processes.
The conditions are extremely suitable for it to happen.
3 (Medium) Risk can only occur in certain situations.
It happened in similar institutions/departments/processes.
The conditions may be suitable for it to happen.
2 (Low) Risk Situations may only occur under very special conditions.
It happened in similar institutions/departments/processes only under
very special conditions.
The conditions may be suitable for it to happen.
1 (Very Low) Risk situation may not occur; exceptional situation.
FORM No : F/ISOROEP‐08‐01 / Rev . 03 / 01.03.2018

Document No ISOROEP
Rev.Date:
03
01.03.2018
Evaluation
Page No: 3
Procedure
ISO 9001
IMPACT SEVERITY
RISK SEVERITY
5 (Critical) Very Severe Financial Loss. Long‐term severe sales decreases due to severe
reputation loss. Long‐term loss of competition advantage. Severe loss of market
share. Long‐term negative image in international media.
4 (High) Severe Financial Loss. Loss of competition advantage. Severe loss of market share.
Short‐term negative image in international media.
3 Severe financial losses. Short‐term sales decrease. Small decrease in market share.
(Mediu Short‐term negative image in international media.
m)
2 (Low) Insignificant financial losses. Situations that would not cause loss of reputation. Very
short‐term decreases in sales. Negative reflection on local media.
1 (Very No financial losses. Situations that would not cause loss of reputation. Not being on
Low) media.
When calculating the probability; factors such as past cases, measures taken, legal
regulations, customer requirements and compliance are strictly considered.

Document No ISOROEP
Rev.Date:
03
01.03.2018
Evaluation
Page No: 4
Procedure
ISO 9001
4.2 Risk Rating
IMPACT SEVERITY
PROBABI 1 2 3 4 5
LITY
Very High VERY LOW RISK LOW RISK MEDIUM RISK HIGH RISK INTOLERABLE RISK
5 5 10 15 20 25
High VERY LOW RISK LOW RISK MEDIUM RISK HIGH RISK INTOLERABLE RISK
4 4 8 12 16 20
Medium VERY LOW RISK LOW RISK MEDIUM RISK HIGH RISK HIGH RISK
3 3 6 9 12 15
Low VERY LOW RISK VERY LOW RISK ORTA DERECELİ RİSK MEDIUM RISK MEDIUM RISK
2 2 4 6 8 10
Very Low VERY LOW RISK VERY LOW RISK LOW RISK LOW RISK LOW RISK
1 1 10 3 4 5
RİSK SEVİYESİ REMARKS

(Critical) – The work should not be started until the detected risk is reduced to an acceptable
Intolerable Risk level. If there is an ongoing activity, it must be stopped immediately. If it is not
possible to reduce the risk despite the measures taken, the activity should be
prevented.
(High) – The work should not be started until the detected risk is reduced. If there is an
High Risk ongoing activity, it must be stopped immediately. If the risk is related to the
continuation of the business, urgent measures should be taken and the continuation
of the activity should be decided as a result of these measures.
(Medium) – Activities should be initiated to reduce the identified risks. Risk reduction measures
Medium Risk may take time.
(Low) – Additional control processes may not be needed to eliminate the identified risks.
Low Risk However, existing controls should be maintained and inspected.
(Very Low) – It may not be necessary to plan control processes and to keep records of the
Very Low Risk activities to be performed for eliminating the identified risks.

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Document No ISOQEM

QUALITY AND Procedure No ISOQEM‐1

01. INTRODUCTION OF THE COMPANY

2. REFERRED STANDARDS AND/OR DOCUMENTS:

3. TERMS AND DEFINITIONS:

4. CONTEXT OF THE INSTITUTION:

4.1 Understanding the institution and its context

4.4 Quality and Environmental Management System and Processes

7.5 Documented information

8.4 Control of externally procured processes, products and services

8.7 Control of non-conforming output

TOPIC: Concept of Quality and ISO 9001:2015 Quality Management System

TOPIC: ISO 14001 Environmental Management System

TOPIC: ISO 9001:2015 INTERNAL SURVEY TRAINING

TOPIC: Quality, Environment Policy and Goals

TOPIC: ISO 14001 Environment Management System In-House Survey Training

1. Do you have a quality management system according to ISO 9001?

Yes No (Please circle your answer)

2. Do you have an inspection plan for the incoming materials?

Yes No (Please circle your answer)

3. Do you conduct testing for all materials and document results?

Yes No (Please circle your answer)

4. Are your calibration certificates up-to-date?

Yes No (Please circle your answer)

5. What is your procedure for nonconforming materials?

Please explain and submit document.

6. What is your procedure for customer complaints?

Please explain and submit document.

Yes No (Please circle your answer)

9. Have you introduced an environmental protection management system according to ISO

Yes No (Please circle your answer)

10. How do you control and audit environmental protection measures?

Please explain and submit document.

Please explain and submit document.

Yes No (Please circle your answer)

Yes No (Please circle your answer and state targets)

Questionnaire filled by: Name: Department: Signature:

Contract Number/Type (PO or WO – Date:

6.5 SECTION 1A – IDENTIFICATION OF ISSUE

6.5.1 To be completed by PMI initiating department/area and sent to the Supplier.

6.5.2 Provide as much detail as possible on the nonconformance (problem).

6.5 SECTION 1B – SUPPLIER RESPONSE

Supplier explanation for

6.6 SECTION 2 – CORRECTIVE ACTION

Defined Root Cause of

What will be done?

Note: If supplier fails to respond/acknowledge receipt of this form or provides an unsatisfactory

3.0 RESPONSIBILITY AND AUTHORITY

5.1 Production Planning

REVISION NO REV03‐2017 REVISION DATE: 10.07.2017

CUSTOMER GENERAL MANAGERS PROJECT TEAM R&D DESIGN MATERIAL PLANNING PRODUCTION TESTING / QC

EQUIPMENT NAME&MODEL : DATE :

PROPERTIES : ORDER NUMBER/ROW NUMBER :

Start Week 1 Week 2 Week 3 Week 4 Week 5 Week 6 Week 7 Finish

PRODUCTION ORDER FORM

PRODUCTION NAME/MODEL : ORDER NO :

BATTERY GROUP : STARTIG DATE :

QUANTITY TO BE MADE : ENDING DATE :

SPECIAL REQUESTS RELATED WITH PRODUCTION

PERSONNELS : PRODUCTION MANAGER

TRANSFORMER ORDER FORM

TRANSFORMER DESCRIPTION : QUANTITY :

ROW NUMBER : STARTING DATE/TIME :