ABC COMPANY LIMITED

QUALITY MANAGEMENT SYSTEM MANUAL

PROCEDURE FOR CONTROL AND VALIDATION OF SERVICE PROVISION

1. PURPOSE:

To establish a system to ensure that …

a) Service provision is planned and carried out under controlled conditions, and
b) Processes for service provision are validated and periodically revalidated in cases where the resulting output
cannot be verified by subsequent monitoring or measurement.

2. SCOPE:

Servicing activities such as on-site product installation, warranty support, AMC support, etc. offered by the
organization.

3. DEFINITIONS:
NIL
4. REFERENCES:

ISO9001:2015 standard - Clause 8.5.1 : Control of production and service provision

5. AUTHORITY AND RESPONSIBILITY:

Head (Service)

He / she is responsible for implementation of this procedure.

He / she has the authority to decide on matters related to service activities.

6. Method:

Our organization provides services under controlled conditions.

Controlled conditions include, as applicable:

a) the availability of documented information that defines
1) the characteristics of the services to be provided, or the activities to be performed
2) the results to be achieved
b) the availability and use of suitable monitoring and measuring resources
c) the implementation of monitoring and measurement activities at appropriate stages to verify that criteria for
control of processes or outputs, and acceptance criteria for services, have been met
d) the use of suitable infrastructure and environment for the operation of processes
e) the appointment of competent persons, including any required qualification
f) the validation, and periodic revalidation, of the ability to achieve planned results of the processes for service
provision, where the resulting output cannot be verified by subsequent monitoring or measurement
g) the implementation of actions to prevent human error, and
h) the implementation of release, delivery and post-delivery activities.

Prepared by Reviewed & Approved by Issued by Doc. Control

Doc ID: COMP-OPP-02
Signature Version: 001
Date 01-Oct-2015 01-Oct-2015 01-Oct-2015 Effective date: 01-Oct-2015
Designation QMR MD QMR Page 1 of 5
 ABC COMPANY LIMITED
QUALITY MANAGEMENT SYSTEM MANUAL
PROCEDURE FOR CONTROL AND VALIDATION OF SERVICE PROVISION

The detailed procedure is given below:

a) Service Planning and Control

The Head (Marketing) regularly issues service orders to the Head (Service) mentioning the services to be
provided, client location, frequency of service, and due date(s).

The Head (Production) sends service request to the Head (Service) for on-site installation of UPS / Inverter to
be performed after delivery (where required), mentioning the services to be provided, client location, and due
date.

Apart from these, customers can send servicing requests for the products under warranty / AMC / beyond
warranty period.

The Head (Service) reviews the performance of service department at the end of every month and determines
the number of servicing engineers, spares, consumables required for the next month, and the tools and
instruments required for servicing jobs.

Then the Head (Service) raises a Purchase Indent for procurement of spares, consumables, tools, and
instruments and sends it to the Head (Purchase & Stores).

If new servicing engineers are to be appointed, the Head (Service) makes a request to the Head (P&A) for
recruitment. The Head (P&A), in consultation with the Managing Director, usually recruits the required number
of servicing engineers.

b) Infrastructure and Environment

Our organization has already identified and provided the required infrastructure and environment for service
provision.

The equipment and environment required for performing servicing jobs are mentioned in the respective work
instructions.

The Head (Service) makes sure that it is strictly followed by the service engineers.

Servicing equipment are kept in good condition by suitable repairs / maintenance as per the ‘Procedure for
Maintenance Management (COMP-MTP-01)’.

c) Monitoring and Measuring Resources

The Head (Service) coordinates with the Head (Quality) to ensure the availability and use of suitable monitoring
and measuring resources such as calibrated multi-meters, ohm meters, etc. for use by the service engineers.

d) Appointment of Competent Persons

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Doc ID: COMP-OPP-02
Signature Version: 001
Date 01-Oct-2015 01-Oct-2015 01-Oct-2015 Effective date: 01-Oct-2015
Designation QMR MD QMR Page 2 of 5
 ABC COMPANY LIMITED
QUALITY MANAGEMENT SYSTEM MANUAL
PROCEDURE FOR CONTROL AND VALIDATION OF SERVICE PROVISION

The Head (Service) coordinates with the Head (P&A) to ensure the deployment of competent persons for
servicing activities, including any required qualification (such as certification for electricians).

e) Prevention of Human Error

The Head (Service) coordinates with the Head (Quality) and Head (P&A) to ensure that appropriate actions are
taken to prevent human errors during service provision. Actions include the design of servicing jigs and fixtures,
colour-coding of parts and wires, use of anti-static wrist bands, keeping graphic instructions / Dos and Don’ts in
the service engineer’s tool box, etc., and, provision of appropriate training to the service engineers on the use of
defect-prevention tools and prevention of human errors.

f) Performance of Service Jobs

f.1) Receipt of servicing calls

When an installed UPS / Inverter fails, customers contact the service department through Post / FAX / telephone
/ E-mail / visit etc. The person receiving service call documents the same in the ‘Service Call Register (COMP-
OPP-02-F01)’.

Also, if the customer’s order / contract require a newly supplied UPS / Inverter to be installed on-site by our
organization, the Head (Production) requests this service from the Head (Service). When such request comes,
the Head (Service) documents it in the ‘Service Call Register (COMP-OPP-02-F01)’.

Again, when a scheduled maintenance as per AMC agreement is due, the Head (Service) makes a service
request entry on the ‘Service Call Register (COMP-OPP-02-F01)’.

After checking the agreement with the customer and looking at the problems reported, Head (Service) assigns
competent service engineer(s) to attend the service request.

Note: For products that are not covered under the AMC / warranty agreement, the services rendered and parts
changed are chargeable separately.

f.2) Performing the servicing activity

The assigned service engineer(s) visit the customer’s premises and carry out new product installation / repair the
faulty machine / provide AMC support, as the case may be.

Targets given for ‘maximum reporting time’ for attending breakdown maintenance calls is ‘within 2 hours’ in
case of client premises located within 10 Km radius, ‘within 8 hours’ in case of client premises located between
10 to 50 Km radius, and ‘within 48 hours’ in case of client premises located between 50 to 200 Km radius.

Product installation is carried out as per the ‘Work instruction for UPS / Inverter installation (COMP-OPP-02-
W01)
All service engineers attending UPS breakdown follow the UPS trouble-shooting guidelines (COMP-OPP-02-
W02) for easy and systematic fault diagnosis and repair of UPS systems.

Prepared by Reviewed & Approved by Issued by Doc. Control

Doc ID: COMP-OPP-02
Signature Version: 001
Date 01-Oct-2015 01-Oct-2015 01-Oct-2015 Effective date: 01-Oct-2015
Designation QMR MD QMR Page 3 of 5
 ABC COMPANY LIMITED
QUALITY MANAGEMENT SYSTEM MANUAL
PROCEDURE FOR CONTROL AND VALIDATION OF SERVICE PROVISION

All service engineers attending Inverter breakdown follow the Inverter Trouble-shooting guidelines (COMP-
OPP-02-W03) for easy and systematic fault diagnosis and repair of power inverters.

Scheduled AMC servicing is carried out as per the ‘Work instruction for periodic maintenance of UPS and
Inverter (COMP-OPP-02-W04).

Every service engineer keeps adequate quantity of spare parts, required tools, and calibrated multi-meters in
their servicing kit.

f.3) Reporting the servicing activity

The service engineer(s), after attending a service call submit the original of ‘Service Report (COMP-OPP-02-
F02)’ to the customer and takes customer’s signature on the ‘office copy’. After returning to the service
department, this ‘office copy’ is submitted to the Head (Service).

f.4) Verifying and reviewing the servicing activity

After receiving the Service Report, the Head (Service) verifies that the contractual requirements are met in the
service rendered.

f.5) Analysis of the field failures

The Head (Service) compiles the data (every six months) on the type of faults that occur in the machine. The
statistical analysis is then forwarded to the Managing Director, Head (Production), Head (D&D), Head (Quality)
for initiating necessary corrective or preventive action. This report may also be discussed in the subsequent
management review.

g) Service Release

The following are taken care before allowing service provision:

- Only a service engineer with the requisite competence is assigned for servicing work.
- The assigned service engineer is briefed about the contractual requirements of the service to be provided.
- Servicing kits of service engineers are checked by Head (Service) every month to ensure that they do not
carry defective tools and spares, keep sufficient quantity of spares and consumables, carry measuring
instruments that are calibrated and in good working condition, and, carry the latest version of servicing
work instructions.

h) Validation of Processes

As the output of installation / repair jobs can be easily verified by subsequent monitoring or measurement,
validation of service provision is not applicable to our organisation.

i) Delivery and Post-delivery activities

Service is delivered at client’s premises. At present, There is no scope for post-delivery activities for the
servicing jobs provided by our organization.

Prepared by Reviewed & Approved by Issued by Doc. Control

Doc ID: COMP-OPP-02
Signature Version: 001
Date 01-Oct-2015 01-Oct-2015 01-Oct-2015 Effective date: 01-Oct-2015
Designation QMR MD QMR Page 4 of 5
 ABC COMPANY LIMITED
QUALITY MANAGEMENT SYSTEM MANUAL
PROCEDURE FOR CONTROL AND VALIDATION OF SERVICE PROVISION

Prepared by Reviewed & Approved by Issued by Doc. Control

Doc ID: COMP-OPP-02
Signature Version: 001
Date 01-Oct-2015 01-Oct-2015 01-Oct-2015 Effective date: 01-Oct-2015
Designation QMR MD QMR Page 5 of 5
 ABC COMPANY LIMITED
QUALITY MANAGEMENT SYSTEM MANUAL
PROCEDURE FOR CONTROL AND VALIDATION OF SERVICE PROVISION

7. RECORDS:

The following record(s) are maintained.

Sl. Retention Custodian(s)

No. Record Title / ID Format Medium Period
1 Service Call Register (COMP-OPP-02-F01) English, Text Paper Min 3 years Head (Service)
2 Service Report (COMP-OPP-02-F02) English, Text Paper Min 3 years Head (Service)

8. DOCUMENT AMENDMENT HISTORY:

Version No. Summary of changes from previous version of the document Changes sought by Remarks of QMR
V-001 First version released for implementation. N/A Nil

Prepared by Reviewed & Approved by Issued by Doc. Control

Doc ID: COMP-OPP-02
Signature Version: 001
Date 01-Oct-2015 01-Oct-2015 01-Oct-2015 Effective date: 01-Oct-2015
Designation QMR MD QMR Page 6 of 5