QMS Manual 2. Procedure 3. Record Format 4. Process Flowcharts

CONTENTS
The binder contains specimens of:
1. QMS Manual
2. Procedure
3. Record Format
4. Process Flowcharts
QMS MANUAL
QUALITY MANAGEMENT SYSTEM (QMS) MANUAL
THE NEW CHAPTER (TNC)

MANAGEMENT CONSULTANCY
QUALITY MANAGEMENT SYSTEM

(QMS) MANUAL
REV. 00

REVISION HISTORY & APPROVALS
REVISION SUMMARY
Rev. # Date Summary of Changes

00 DD/MM/YYYY First Revision
Authorization Designation Signature Date
Approved By
Reviewed By
Prepared By
The controlled version of this record is held on CONFLUENCE > QMS. Printed versions and versions that you downloaded previously will be
considered uncontrolled. If in doubt, please refer to the address given above for the latest revision.
TNC-001 | Rev. 00 | June 01, 2021 Page 2 of 29

Contents
1. COMPANY PROFILE .................................................................................................................................... 5
2. TNC QUALITY MANAGEMENT SYSTEM (QMS) ............................................................................................. 6
2.1. ABOUT QMS .......................................................................................................................................... 6
2.2. QMS PRINCIPLES .................................................................................................................................... 6
3. TERMS AND DEFINITIONS........................................................................................................................... 8
4. CONTEXT OF THE ORGANIZATION .............................................................................................................. 9
4.1. UNDERSTANDING THE ORGANIZATION AND ITS CONTEXT ...................................................................... 9
4.2. UNDERSTANDING THE NEEDS AND EXPECTATIONS OF INTERESTED PARTIES .......................................... 9
4.3. SCOPE OF QMS .................................................................................................................................... 10
4.4. QMS AND ITS PROCESSES ..................................................................................................................... 11
5. LEADERSHIP ............................................................................................................................................. 13
5.1. LEADERSHIP AND COMMITMENT ......................................................................................................... 13
5.1.1. GENERAL ......................................................................................................................................... 13
5.1.2. CUSTOMER FOCUS ........................................................................................................................... 13
5.2. POLICY ................................................................................................................................................. 13
5.3. ORGANIZATIONAL ROLES, RESPONSIBILITIES AND AUTHORITIES .......................................................... 13
6. PLANNING ............................................................................................................................................... 15
6.1. ACTIONS TO ADDRESS RISKS AND OPPORTUNITIES .............................................................................. 15
6.2. QUALITY OBJECTIVES, AND PLANNING TO ACHIEVE THEM .................................................................... 15
6.3. PLANNING OF CHANGES ...................................................................................................................... 16
7. SUPPORT ................................................................................................................................................. 17
7.1. RESOURCES ......................................................................................................................................... 17
7.2. COMPETENCY, TRAINING AND AWARENESS ......................................................................................... 18
7.3. COMMUNICATION ............................................................................................................................... 19
7.3.1. INTERNAL COMMUNICATION: .......................................................................................................... 19
7.3.2. EXTERNAL COMMUNICATION .......................................................................................................... 20
7.4. DOCUMENTED INFORMATION ............................................................................................................. 21
8. OPERATION ............................................................................................................................................. 22
8.1. OPERATIONAL PLANNING AND CONTROL ............................................................................................. 22
8.2. CUSTOMER COMMUNICATION AND REQUIREMENTS FOR PRODUCTS AND SERVICES ........................... 22
8.3. DESIGN AND DEVELOPMENT OF PRODUCTS AND SERVICES .................................................................. 23
8.4. CONTROL OF EXTERNALLY PROVIDED PROCESSES, PRODUCTS AND SERVICES ....................................... 23

8.5. PRODUCTION AND SERVICE PROVISION, RELEASE OF PRODUCTS AND SERVICES AND CONTROL OF
NONCONFORMING OUTPUTS ........................................................................................................................... 24
9. PERFORMANCE EVALUATION ................................................................................................................... 26
9.1. MONITORING, MEASUREMENT, ANALYSIS AND EVALUATION .............................................................. 26
9.1.1. GENERAL ......................................................................................................................................... 26
9.1.2. CUSTOMER SATISFACTION ............................................................................................................... 26
9.1.3. ANALYSIS AND EVALUATION ............................................................................................................ 27
9.2. INTERNAL AUDIT .................................................................................................................................. 27
9.3. MANAGEMENT REVIEW ....................................................................................................................... 28
10. IMPROVEMENT.................................................................................................................................... 29
10.1. GENERAL ............................................................................................................................................. 29
10.2. NONCONFORMITY AND CORRECTIVE ACTION ...................................................................................... 29
10.3. CONTINUAL IMPROVEMENT ................................................................................................................ 29

2. TNC QUALITY MANAGEMENT SYSTEM (QMS)
2.1. About QMS

This document represents a Quality Management System that forms part of the Business
Management System. Quality management system introduces a collection of processes that
allow company and employees to consistently meet customer needs, requirements and
enhancing their service/product satisfaction. Company’s Quality Management System also
aligns with its values, purpose and strategy.
The TNC quality management system manual is a tool to record how quality is managed within
the organization so everyone carries out their duties and delivers in a consistent way, aiming
for a consistent procedures and quality.
The TNC quality management system aims to offer the following benefits to the company, its
employees and stakeholders:
a. the ability to consistently provide products and services that meet customer
expectations and comply with applicable statutory and regulatory requirements;
b. it is facilitating opportunities to enhance customer satisfaction;
c. it is addressing risks and opportunities associated with its context and objectives;
d. the ability to demonstrate conformity to specified quality management system
requirements.
All TNC employees must
refer to the TNC Quality
Management System
when carrying our day-to-
day duties and must
make sure that every
process, product and
service is produced in accordance with this QMS.
2.2. QMS Principles

TNC employs a process methodology, which incorporates the Plan-Do-Check-Act (PDCA)
cycle and risk-based thinking. The PDCA cycle will allow TNC and its employees to ensure that
all internal processes and procedures that are in place are adequate, are managed at all times
and are aimed to achieve the highest customer satisfaction and continuous improvement at all
times.
TNC encourages a risk-based thinking which will enable our organization to eliminate any
possibility of deviation from our set processes, resulting in the failure of the task/service/project.
It will also allow us to have a proactive approach where risks are assessed, preventative
controls are in place, negative outcomes are minimized and opportunities are maximized. The
assessment of risk and opportunities should be an integral part of planning during all
tasks/services/projects at all operational levels.
The following TNC Quality Management principles must be taken into consideration and have
a high priority at all times:
 customer focus;

When excluding the requirements of ISO 9001:2015, TNC shall ensure that they do not affect
the organization’s ability or responsibility to ensure the conformity of its products and services
and the enhancement of customer satisfaction.
Considering the information related to the internal and external issues, requirements of its
stakeholders, and in consideration of its products and services, TNC has determined the scope
of the management system which can be found in Context of the Organization Register.
Relevant Documents:
 1000-TAPG-4.1-1 – Context of Organization Register (Part 3)
4.4. QMS and its processes

TNC has adopted a process approach for its QMS. It relies on identification of key processes
within the organization, and then managing each of these separately. This approach allows to
reduce the potential for nonconforming of services.
Key processes in this context indicates the activity has been elevated to a higher level of control
and management oversight. Each process may be supported by other activities; such as tasks
or sub-processes. Monitoring and control of key processes ensures effective implementation
and control of all subordinate tasks or sub-processes.
The following processes have been identified for TNC:
 QMS Administration
 Sales and contract review
 Design and Development of Training Courses and IT Products
 Procurement
 Content Delivery and the delivery of IT Products and Services
Each key process addresses certain requirements as required by ISO 9001:2015 (4.4.1 a to h).
Such requirements and the way they are addressed is as below:
Requirement Application
Determine the inputs required and the outputs expected Captured in Process
from these processes interaction chart (Appendix C)
Determine the sequence and interaction of these Captured in Process

processes interaction chart (Appendix C)
Determine and apply the criteria and methods (including Refer to Section 6.2 and
monitoring, measurements and related performance indicators) 9.1.1 and supporting
needed to ensure the effective operation and control of these document(s) linked to these
processes section
Determine the resources needed for these processes and Refer to Section 7.1 and
ensure their availability supporting document(s)
linked to this section.

Assign the responsibilities and authorities for these processes Refer to Section 5.3 and
supporting document(s)
linked to this section. Process
owner and other roles
relevant to the processes are
also captured in the QMS
procedures
Address the risks and opportunities as determined in Refer to Section 6.1 and
accordance with the requirements of 6.1; supporting document(s)
linked to this section
Evaluate these processes and implement any changes needed Refer to Section 9.2 and 9.2
to ensure that these processes achieve their intended results and supporting document(s)
linked to these section
Improve the processes and the quality management system Refer to Section 10 and
supporting document(s)
linked to this section
TNC has developed certain detailed procedures to support the operation of these processes.
TNC shall also retain records and logs to have confidence that the processes are being carried
out as planned.
Refer to Appendix C – Process Interaction Chart


7.4. Documented Information

TNC QMS includes documented information that is required by ISO 9001:2015 standard and
determined by TNC as being necessary for the effectiveness of the QMS. The extent of
documented information for TNC QMS is based on its size and the type of activities, processes,
products and services, complexity of processes and their interaction, and competency of its
employees.
TNC has divided its documentation into three broad categories as illustrated by the following
figure:
QMS Manual
This is top level document intended to provide the bounds of QMS. Scope and
Level 1 applicability, Context of the Organization, Quality Policy, the structure of QMS is set
forth in this document.
Quality Procedures
These are the detailed processes which identify relevant roles, provide details on
Level 2 key steps to be performed and assign responsibilities to carry out those steps
Forms, Formats and Templates

Level 3 Certain forms are generated to record implementation and monitoring activities
As applicable, documentation is identified by their title, codes/number, date of issue, revision

level, and the issuing and approval authority. QMS documentation shall be maintained/ retained
on CONFLUENCE and made available to its users according to the Documentation Distribution
Matrix.
Instructions to create/ update and update the documented information is specified in the
procedure, 1000-TAPG-7.4-1 Documented Information Procedure.
Relevant Documents:
 1000-TAPG-7.4-1 Documented Information Procedure


8. OPERATION
8.1. Operational Planning and Control

TNC has planned and shall implement and control the processes needed to meet the
requirements for the provision of products and services, and to implement the actions to
address risks and opportunities, and to achieve Quality Objectives.
Planned actions are specified in this QMS Manual, and associated procedures which draw
guidelines and provide instructions to determine the requirements for the products and services,
establishing criteria for the processes and acceptance of products and services, determining
resources needed to achieve conformity to the product and service requirements, implementing
control of the processes in accordance with the criteria, determining and keeping documented
information to the extent necessary to have confidence that the processes have been carried
out as planned and to demonstrate the conformity of products and services to their
requirements. QMS also specifies controls on outsourced processes.
Any planned changes within the organization shall be controlled and the consequences of
unintended changes shall be discussed and reviewed in Management Reviews so that actions
to mitigate any adverse effects can be taken
8.2. Customer communication and requirements for products and services

TNC shall implement effective communication with customers in relation to:
 providing information relating to Products or Services;
 handling enquiries, contracts or orders, including changes;
 obtaining customer feedback relating to products and services, including customer
complaints;
 handling or controlling customer property;
 establishing specific requirements for contingency actions, when relevant.
When engaging with customers for business, TNC captures:
 requirements specified by the customer, including the requirements for delivery and
post-delivery activities;
 requirements not stated by the customer but necessary for specified or intended use,
where known
 statutory and regulatory requirements related to Products or Services;
 any additional requirements determined by TNC
Once requirements are captured, TNC reviews the requirements prior to its commitment to
supply the Product or Service. This review ensures that TNC has the capability and capacity
to:
 meet all requirements specified by the customer, including requirements for delivery and
post-delivery activities;
 meet any requirements not stated by the customer, but which TNC knows as being
necessary;
 meet all requirements determined necessary by TNC itself;

TNC audit program is planned for each year which covers the entire QMS. The audit is
conducted by qualified auditors who are independent from the process/ function that they audit.
Audit findings are classified to depict their level of deviation, appropriate actions are planned
and assigned to responsible person with target date to address non-conformity and continually
improve the Quality performance
The results of audits will be documented and presented to Management in the Management
Review Meetings.
ISO 9001:2015 Applicability Matrix (Appendix D) is used as an aid by the auditors to ensure all
applicable areas are covered during the audits. It also serves as a guide for process owners to
check the applicability of the standard clauses to their processes
Relevant documents:
 1000-TAPG-9.2-1 - Quality Audit Procedure
 Appendix D - ISO 9001:2015 Applicability Matrix
9.3. Management Review

Management Review is formal process in which Management periodically ascertains adequacy
and effectiveness of the Management System and its ability to meet organization’s needs over
time. Management reviews for QMS allows to review Quality performance of the organization
and its QMS.
For any gaps or opportunities noted during the review, actions are assigned to concerned
member(s) of review committee, which allows to fix the problems in time and leading the way
towards continual improvement.
Format for Management Review in TNC is the joint meeting of Management twice a year. The
meeting is scheduled and facilitated by MR and chaired by the CEO. MR circulates the
invitations along with the agenda which is gone during the meeting. Outputs (Minutes of
Meeting) are recorded and distributed to participating managers.
For further details on the agenda, outputs and the process of Management Review Meetings,
refer to detailed procedure on Management Reviews
Relevant documents:
 1000-TAPG-9.3-1 - Management Review Procedure

QMS PROCEDURE
COMPETENCY, TRAINING AND AWARENESS PROCEDURE
THE NEW CHAPTER MANAGEMENT

CONSTULTANCY
QUALITY MANAGEMENT SYSTEM
COMPETENCY, TRAINING AND AWARENESS

PROCEDURE
REV. 00

REVISION HISTORY & APPROVALS
REVISION SUMMARY
Rev. # Date Summary of Changes

00 DD/MM/YYYY First Revision
Authorization Designation Signature Date
Approved By
Reviewed By
Prepared By
1000-TAPG-7.2-1 | Rev. 00 | July 01, 2021 Page 2 of 7

Contents
1. PURPOSE ................................................................................................................................................... 4
2. APPLICATION ............................................................................................................................................. 4
3. RESPONSIBILITIES ...................................................................................................................................... 4
4. PROCEDURE ............................................................................................................................................... 4
4.1. COMPETENCY, TRAINING AND AWARENESS NEEDS ................................................................................ 4
4.2. INDUCTION TRAINING AND WORKSITE ORIENTATION ............................................................................ 5
4.3. COMPETENCY DEVELOPMENT, TRAINING AND AWARENESS PROGRAMS ............................................... 6
4.4. TRAINING EFFECTIVENESS EVALUATION ................................................................................................. 6
5. ASSOCIATED DOCUMENTS AND RECORDS .................................................................................................. 7

1. PURPOSE
The purpose of this procedure is to provide a system and instructions, and to assign
responsibilities for determining competency levels, identifying training needs, providing the
required trainings and other methods to match desired competency levels, establishing
awareness programs, maintaining training records and enhancing team performance by
utilizing employee’s employee performance evaluation outputs and other training
effectiveness techniques
2. APPLICATION
This procedure applies to all training and awareness programs provided by TNC to enhance
competency of its employees.
3. RESPONSIBILITIES
 MR shall ensure that desired competency levels for roles that affect the performance
and effectiveness of the QMS are defined and maintained within the organization,
awareness and training are provided to employees, and employees training/
performance evaluation is performed and results are utilized to improve the employees’
capabilities.
 Respective department managers shall ensure that induction and worksite induction are
performed, employees training needs are identified and training/ other methods are
utilized and results are evaluated to achieve desired competency levels of employees
4. PROCEDURE
4.1. Competency, Training and Awareness Needs

 TNC encourages selecting and recruiting the competent persons to fill the vacant
positions. Reference of selection is made to business activities and customer
requirements and the advice of the department manager where individual will be utilized
 TNC has developed a ‘Key Roles Competency Matrix’ to identify the competence,
training and awareness requirements for personnel under its control who could affects
the performance and effectiveness of the QMS.
 When requesting to hire a candidate, relevant manager will make reference to ‘Key
Roles Competency Matrix’ and identify the required competency levels in the ‘Position
Description Template’. Information given in ‘Position Description Format’ shall be
matched during selection process
 Service requisitions for new hires shall be approved by TNC Manager who shall also
review the ‘Position Description Format’
 Decision to hire partially competent employees can be taken when influenced by internal
or external factors such as budget constraints, forecasted manpower requirements,
company reputation as socially responsible organization that opens opportunities for
interns/ apprentices, etc.
 When TNC chooses to select/ recruit candidates who partially match the job
requirements but could be developed to match the competency requirement of the role,
new hires shall go through in-house competency development program which may
include trainings, being under mentorship of experienced person, or being in a junior
level till a vacancy for higher level is open.

RECORD TEMPLATE
CUSTOMER SATISFACTION SURVEY
Kindly fill the questionnaire and return it to your TNC contact person
1. How do you rate pricing, and delivery time?

 Disappointing  Below Average  Average  Above Average  Exceptional
2. How did you find the project/ task onboarding process? (e.g. initial communication,
customer order pack, planning)
3. How do you rate communication with TNC appointed contact person?

4. How do you rate the overall quality of work/ product delivered?

5. How likely would you recommend TNC Live services to others?

 Unlikely  Possibly  Definitely
SUGGESTIONS/ COMMENTS:
Survey filled by:

Name/ Sign: Dated:
- THANK YOU FOR YOUR TIME AND VALUABLE FEEDBACK -
TO BE FILLED BY TNC CONCERNED DEPARTMENT
Customer:
Products and Services

Offered:
Remarks:

The controlled version of this record is held on CONFLUENCE > QMS. Printed versions and versions that you downloaded previously will be considered uncontrolled. If in
doubt, please refer to the address given above for the latest revision.
1000-TAPG-9.1.2-2 | Rev. 00 | Dated: July 01, 2021 Page 1 of 1

PROCESS FLOWCHART
FLOWCHARTS
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CONTENTS

The binder contains specimens of:

THE NEW CHAPTER (TNC)

QUALITY MANAGEMENT SYSTEM

REVISION HISTORY & APPROVALS

Rev. # Date Summary of Changes

Authorization Designation Signature Date

2. TNC QUALITY MANAGEMENT SYSTEM (QMS)

2.1. About QMS

2.2. QMS Principles

4.4. QMS and its processes

Determine the sequence and interaction of these Captured in Process

7.4. Documented Information

Forms, Formats and Templates

As applicable, documentation is identified by their title, codes/number, date of issue, revision

8.1. Operational Planning and Control

8.2. Customer communication and requirements for products and services

9.3. Management Review

THE NEW CHAPTER MANAGEMENT

QUALITY MANAGEMENT SYSTEM

COMPETENCY, TRAINING AND AWARENESS

REVISION HISTORY & APPROVALS

Rev. # Date Summary of Changes

Authorization Designation Signature Date

4.1. Competency, Training and Awareness Needs

1. How do you rate pricing, and delivery time?

3. How do you rate communication with TNC appointed contact person?

4. How do you rate the overall quality of work/ product delivered?

5. How likely would you recommend TNC Live services to others?

Survey filled by:

- THANK YOU FOR YOUR TIME AND VALUABLE FEEDBACK -

TO BE FILLED BY TNC CONCERNED DEPARTMENT

Products and Services

1000-TAPG-9.1.2-2 | Rev. 00 | Dated: July 01, 2021 Page 1 of 1

To discuss your QMS needs, contact me now!

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