CESL/QMS/DOC/01-201

Issue No: 0
2019.05.3

SYSTEM-
MANUAL

CENTRAL ENGINEERING SERVICES (PRIVATE) LIMITED

415, BAUDDHALOKA MAWATHA, COLOMBO 07
TEL: O112 668800 E-mail: cecbsl@,,,,,,,,,,,,,,
Web; www.cesl.lk 1
ESL/QMS/DOC/1-2019
Issue No: 01
2019.05.30

COPYRIGHT PROTECTION
All rights reserved. This manual is a property of CESL and no part of this manual may be reproduced or utilized otherwise in any form or by any
means, electronic or mechanical, including photocopying, or posting on the internet or an intranet, without prior written permission.
2
CONTENT

CONTENT

1. SCOPE 07
2. NORMATIVE REFERENCE 07
3. TERMS & DEFINITIONS 07
4. CONTEXT OF THE ORGANIZATION 08
5. LEADERSHIP 10
6. PLANNING 11
7. SUPPORT 12
8. OPERATIONS 17
9. PERFORMANCE EVALUATION 27
10. IMPROVEMENTS 31

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FORWARD
Central Engineering Services (Private) Limited (CESL) is a subsidiary company of Central Engineering
Consultancy Bureau (CECB) and registered as a limited liability company under Companies act
xxxxxxxxxxxxxxxxxxx of 2007. CECL mainly undertake construction works in Sri Lanka and in foreign
counters and produce ready-mix concrete and asphalt concrete mainly for its construction projects.
CESL has maintained ISO 9001 quality management certification since 2011 as a construction company and
the management is in strong position to continually improve its quality management system aiming exceeded
customer satisfaction and to take business challenges for a better future of the company.
Contract and System Development section of the company under the patronage of Chairman, Executive
Director and the Chief Executive Officer developed this manual based on the ISO 9001:2015 Quality
Management System -Requirements and requirements of the company.
This document can be used as a guide to implement, maintain and improve the quality management system
of the company. It is not required to merely depend on this document and manages and employees can make
their own judgment when taking decision with respect to quality management system as far as such
judgments are based on the ISO 9001:2015 requirements and the company's requirements.

4
INTRODUCTION
This manual is prepared and circulated on the Management decision to implement, maintained and upgrade
Quality Management System (QMS) in CESL complying with ISO9001:2015 Standard requirements.
Objectives of CESL quality management system is to improve overall performance of the organization and to
to provide basis for sustainable development initiative.
The potential benefits of QMS are:
a) Ensure consistently providing products/services that meet of customer, standard and regulatory
requirements;
b) Facilitating opportunities to enhance customer satisfaction;
c) Address risk and opportunities associated with context and objectives of the organization;
d) Ability to demonstrate conformity of ISO9001:2015 quality management system requirements.
Quality management Principals
1 Leadership

2 Customer Focus

3 Engagement of People

4 Process Approach

5 Improvements

6 Evidence-based decision making

7 Relationship Management

Process Approach
It is required by QMS of CESL to adopt Process Approach for Planning, implementing, monitoring and
changing the management systems within the organization.
The Quality Management System of the CESL consisted of interrelated processes that are managed
separately and as a whole in achieving organization's goals effectively and efficiently. The interrelationships
and interdependencies are understood and controlled for enhanced performance of the organization.
PDCA cycle will be used for the management of processes and system as a whole while risk based thinking
allows to take advantage of opportunities while preventing undesirable results.

5
Figure 1 shows the benefits of process approach.

Understanding Processes and

interrelatioships Consideration of Processes in
Consistency in meeting terms of added value
requirements

Process Aproach

improvemnt of processes achivement of effetive process

based on evaluation of data performance
and information

Figure 1: Benefits of process approach

Processes and their interrelationships of CESL at organization level is presented in Annexure I. PDCA cycle
has been applied here to the whole QMS of the organization.

Risk-based thinking
CESL is address risk and opportunities at various level following requirements of the ISO 9001:2015
Standard. Risk and opportunities are addressed at following levels
-Organizational level
-Base office level
-Projects and operational unit level

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CESL QUALITY MANAGEMENT SYSTEM-MANUAL FOR PLANING, IMPLIMENTING,
MONITORING AND CONTINUAL IMPROVEMENT

1. SCOPE
The scope of this document is to establish a frame work for effective and efficient implementation,
monitoring, evaluation and up grading of the QMS of CESL in all business areas.
2. NORMATIVE REFERENCE
ISO 9001: 2015, Quality Management system Requirements

3. TERMS & DEFINITIONS

QMS - Quality Management System

ED - Executive Director
CEO - Chief Executive Officer
COE - Chief Operation Engineer
SOE - Senior Operation Engineer
OE - Operation Engineer
AOE - Assistant Operation Engineer
Base - Construction Section headed by a COE

7
4. CONTEXT OF THE ORGANIZATION

4.1. Vision, Mission, Values, corporate plan, action plan and all the policies of the organization together
define the context of the organization. Analysis of Internal and external issues that are relevant to
CESL are identified and reviewed annually by the senior management. Analyzing of internal and
external issues includes;
 Identify relevant internal and external issues,
 Determining risk and opportunities related to above issues,
 Establishing objectives to eliminate risks and make use of opportunities.
(Doc No: CESL/QMS/4.1-1)
4.2. Organization interested parties and their relevant requirements are identified and given in Analysis of
Interested parties. This list shall be reviewed and up dated if required at the Senior Management
meeting or at Management Review Meeting as appropriate.
(Doc No: CESL/QMS/4.2-1)

INTERNAL EXTERNAL CECB

Customers Line Other The public

Ministry Ministries
Public Authorities

Board of
Competitors
Directors
Employees
Suppliers &
Service providers
Trade Unions
Certification
Societies Bodies
Tech. Education
Neighbors Jurisdiction Bankers
Ins
JV Partners

All bases sections, unit &projects shall determine their interested parties and their relevant
requirements as per above format and establish an action plan to meet these requirements and
review regularly the extent to which above have been met by the section / Project.
4.3. Scope of Quality Management System (QMS)
The quality Management system of Central Engineering Services (Pvt) Ltd shall include following
areas of the business.
Construction including all bases and projects
E&M Works
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 ICT works
Production
Human Resource Management & Administration
Accounts & Finance Management
Business promotion and quantity Surveying
Maintenance of Plant & machinery
Procurement & stores Management
Research & Development
Training
1.
2.
3.
4.
4.1.
4.2.
4.3.
4.4. Integrated Management System and Processes
CESL has identified process required for the effective implementation, maintain and continually
improve its Integrated Management System and their interrelations in Process Diagram (Doc No:
CESL/QMS/4.4-1), processes, input required and expected outputs are given in Process Plans (Doc
No: CESL/QMS/4.4-2 (a) to (d)).
Each section /unit/project shall determine respective processes their interrelationships, inputs,
outputs, controls, resources and assign responsibilities and Authorities for these processes.
For each process A process plan shall be defined as per given format (Doc No CSD/QMS/PPL/F1).
However bases and projects may use their own formats according to the requirement of respective
processes.

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5. LEADERSHIP
5.1. Leadership and Commitment
5.1.1. Top management of CESL shall:
i. Accountable for effectiveness of QMS
ii. Establishing qualities policy & quality objectives in line with corporate objectives of the organization
iii. Integrate QMS requirements into business process
iv. Promoting process based approach and risk based thinking
v. Providing necessary resources for QMS when and where necessary
vi. Communicating the importance of effective QMS & of its requirements
vii. Ensuring QMS achieves its intended result,
viii. Taking the support of employees for the effectiveness of QMS
ix. Ensuring improvements
x. Supporting all other functional heads to demonstrate their leadership in respective areas

5.1.2. Customer Focus

Top management shall demonstrate Leadership & commitment with respect the customer focus by
ensuring:
a. Customer requirements are determined, understood & consistently met;
b. Applicable statuary and regulatory requirements are met;
c. Risk & opportunities affecting conformity of product services and enhance customer
satisfaction are determined and addressed;
d. Focus on & enhancing customer satisfaction.

5.2. Policy
5.2.1. Quality Policy
Quality Policy of CESL is attached as Annexure 1 of this manual.
5.2.2. The quality policy shall be distributed and displayed at all CESL office & sites as appropriately.
It shall be available in CESL website for interested parties. It shall be communication to suppliers,
subcontractors & other services providers whenever necessary
5.3. Organizational Roles, responsibilities and Authorities
The CESL organization structure is given in Annexure-2 and it shall be reviewed annually at
management review meeting. Organization structure could be revised according to the business
requirements and approval should be obtained from the Board of Directors for such changes before
adopting. The responsibility of review and revision of Organization structure is vested with Chief
Executive Officer (CEO) of the CESL.
Roles and responsibilities of all employees are in general defined in job description documents.
All sections/units project sites shall determine and document the roles & responsibilities of respective
employees as per requirements.
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6 PLANNING
6.1 Actions to address risks and opportunities
6.1.2 All sections/units/projects sites shall define risk and opportunities need to address.
Risk and opportunities of CESL are identified by evaluation of Internal and external issues of the
organization in the corporate plan. Objectives are identified and prioritized to enhance desirable
effects, prevent or reduce undesirable effects, achieve improvements. Action plan is prepared for
five year period.
Corporate goals, objectives and action plan are reviewed annually to identify progress and to
make changes appropriately. An annual plan and actions are prepared and circulated before the
end of March of each year.
For Operational Process/Projects, risk and opportunities shall be analyzed and prioritized using
"Risk Register and Response Plan" (Format: CESL/QMS/6.1/F1) Planning shall be done to
address risk deciding how can we eliminate the risk and how can we mitigate the risk. Once
decide above and actions shall be taken to implement, monitor and modify or improve the plan.
6.1.3 Action to address risk and opportunities shall be determined in the "Response Plan". Use above
same format.
Once risk and opportunities are identified response plan shall include but not limited to;
 Mitigation Measure/Action to be taken
 Contingency plan/action
 Responsible person
 Progress Monitoring
 Effectiveness evaluation.
6.2 Quality objectives & planning to achieve them
6.2.2 The organizational level quality objectives are defined in corporate plan and all bases shall
defined their quality objectives in line with corporate objectives. Bases & project can define their
own quality objectives as given requirements of the standard. (SMART objectives: format No-
CESL/QMS/6.2/F1).
6.2.3 All bases / units/ sites shall establish an action plans to achieve defined quality objective and shall
monitor such plans in planned intervals.
6.3 Planning changes
When deciding changes to QMS, CESL shall consider following requirements
a) The purpose of the changes and their potential consequences
b) The integrity of QMS
c) Availability of resources
d) Allocation &reallocation of responsibilities and authorities
Decisions regarding changing of QMS shall be taken by the Senior Management of the CESL
and such changes shall be immediately communicated to all the relevant parties as soon as
possible.

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7 SUPPORT
7.1 Resources CESL and its bases/units shall determine & provide the resources needed for QMS for
effective & efficient establishment, maintenance & continual improvement

# Resources Required Type How to provide Constraints

1 QHSE Manager People Recruit Scattered Bases all over
the country
2 QHSE Section People Selected from Training /Work Priority
Coordinator existing staff
3 QHSE Project People Select from existing Training/Work Priority
Coordinator staff
4 Audit Team People Select from existing Training
staff
5 Space for CSD unit Infrastructure Head office Limited area
6 Monitoring and Monitoring & Own Funds
Measuring equipment measuring
7 Vehicles Infrastructure Own/Hire Funds
8 Communication infrastructure External
devices/Services
9 Operational Environment Include in contract Limited Space/Cost
environment
10 Office Environment Environment Include in contract Space/Cost

7.1.2 Implementation of quality management system shall be done in centrally and base wise.
The responsibility of monitoring of QMS & training of staff shall lie with contract & system
Development unit while respective Department/section shall implement QMS in their respective
bases.
For this purpose each bases shall have section coordinator QHSE & he is responsible
implementation, monitoring &continuous improvement of QMS in respective base.
For sites- project coordinator QHSE shall be appointed and he/she will take the responsibilities
together with project in charge.
In each base /project, functional heads shall be appointed and they are responsible for
Infrastructure respective function/ process of the base /project.

7.1.3 The management and respective section/unit heads shall determine infrastructure required for
process of the organization and shall provide necessary infrastructure Organization, bases. Sites
and respective process heads periodically review and update resources requirements for them.
7.1.4 CESL is in position to provide suitable environment for its operations of process. It is the
responsibilities of the management all section and process/ function head to ensure socially,
psychologically and physically fit environment for all employees
7.1.5 Monitoring & measurement

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7.1.6 Process / function heads shall determine monitoring & measurements required of respective
process and resources required, to verify the conformity of products to services. These monitoring
requirements resources required shall be mentioned in respective quality plans.
The measuring / monitoring functions that can be performed by availability measuring /
monitoring equipment’s and controlling measures shall be displayed at respective stores/
functions area using measuring / monitoring equipment control plan (Format No.
CESL/QMS/7.1.5/F1)
7.1.7 Necessary calibration or verification of fitness shall be done at planned internals evidence shall
be kept with such equipment’s
All measurements and data collected shall be secured & safeguard adequate for future use.
Traceability of results shall be ensured by recording respective identification number with the
record taken.

7.1.8 Organizational knowledge

Knowledge required to perform each process of the company / base/ project shall be determined.
The method of acquire such knowledge shall be also determined.
Experience acquired from construction and other operations shall be recorded by respectively
project/ section head in “project closing report” and lesson learned shall also be included.
Any technical, contractual, project management or any other specific knowledge or experience
gained by an employees shall be shred through presentations, paper publication group
discussions with all other relevant employees. Training unit shall arrange such events time to
time.
7.2 Competence
Level of competences required for technical & non-technical staff are determined by qualified
personal of respective areas of the company. This shall be mentioned in scheme of requirement
and job description documents.
Competence required for craftsmen level employees shall be determined by respective bases for
their projects. Training requirements of employees shall be determined annually necessary
training shall be provided by the training unit of the company
7.3 Awareness
All section heads shall make sure all employees are aware of the quality policy of the company.
Quality objectives of the section/ unit/ project shall be communicated to employees.
7.4 Communication
Internal and external communication of the organization shall be determined at top management
to project level accordingly to ISO 9001:2015 requirements
Communication plan shall be prepared and communication to the relevant officers at following
levels.
a. Organization level
b. COE sections
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 c. SOE units
d. Other units
e. Projects/ sites
(Format No: CESL/QMS/7.4/F1)
7.5 Documented Information
7.5.1 CESL & its base offices, project offices and other units shall keep following documented
information required by ISO 9001:2015 Internal standard.
a. Documented information needed to be maintained by the organization for the purposes of
establishing a QMS (high level transversal documents). These include:
Quality Policy
The Scope of the Quality Management System
Process Diagram
Process Plans
Quality Objectives (SMART Objectives)
b. Documented information maintained by the organization for the purpose of
communicating the information necessary for the organization to operate (low level,
specific documents). See 4.4. Although ISO 9001:2015 does not specifically requires any
of them, examples of documents that can add value to a QMS may include:
- Analysis of Internal/External issues
- Analysis Interested Parties
- Organization Charts
- Process Flow Charts
- Process Procedures
- Specifications
- Internal/External Communication Plan
- Approved Supplier List
- Quality Plans
c. Documented information needed to be retained by the organization for the purpose of
providing evidence of result achieved (records). These include:   − Documented
information to the extent necessary to have confidence that the processes are being
carried out as planned (clause 4.4).
- Evidence of fitness for purpose of monitoring and measuring resources (clause
7.1.5.1). [Calibration records or similar records] use format No.
CESL/QMS/7.1.5/F
- Evidence of the basis used for calibration of the monitoring and measurement
resources (when no international or national standards exist) (clause 7.1.5.2).
[records on how calibration of such equipment carried out] 
- Evidence of competence of person(s) doing work under the control of the
organization that affects the performance and effectiveness of the QMS (clause
7.2). [Record on competence of individual against required competence level]
Use format CESL/QMS/7.2/F1 to F6.

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 - Results of the review and new requirements for the products and services
(clause 8.2.3). [Record on review of requirements/identification of new
requirements of the product] Format No: CESL/QMS/8.2.3./F1
- Records of the evaluation, selection, monitoring of performance and re‐
evaluation of external providers and any and actions arising from these activities
(clause 8.4.1) [1-Supplier/Service Providers selection criteria. Format
CESL/QMS/8.4.1/D1: Material Specification and Acceptance Criteria,2-Supplier
Evaluation Report, Format CESL/QMS/8.4.1/F1 and F2., 3-Outsourced Services
Evaluation, Format CESL/QMS/8.4.1/F3].
- Evidence of the unique identification of the outputs when traceability is a
requirement (clause 8.5.2).
- Records of property of the customer or external provider that is lost, damaged or
otherwise found to be unsuitable for use and of its communication to the owner
(clause 8.5.3).[Records/Letters etc. regarding communication]
- Results of the review of changes for production or service provision, the persons
authorizing the change, and necessary actions taken (clause 8.5.6). [Variation
orders, Log Notes, variation letters, authorizing of variations etc.]
- Records of the authorized release of products and services for delivery to the
customer including acceptance criteria and traceability to the authorizing
person(s) (clause 8.6). [ ex:- signed handing over document]
- Records of nonconformities, the actions taken, concessions obtained and the
identification of the authority deciding the action in respect of the nonconformity
(clause 8.7). [Nonconformity register, Format No: CESL/QMS/8.7/F1]
- Results of the evaluation of the performance and the effectiveness of the QMS
(clause 9.1.1) [Status Report/Management System Review Report]
- Evidence of the implementation of the audit programme and the audit results
(clause 9.2.2). [Audit reports and action taken]
- Evidence of the results of management reviews (clause 9.3.3). [Management
review minutes]
- Evidence of the nature of the nonconformities and any subsequent actions taken
(clause 10.2.2). [Nonconformity Register, Format No:
CESL/QMS/8.7/F1/Corrective Action, Format No: CESL/QMS/10.2/F1/Corrective
Action Log, Format No: CESL/QMS/10.2/F2]
- Results of any corrective action (clause 10.2.2). [Corrective Actions and
Corrective Action Log]
7.5.2 Documented information included all the formats, filled formats, reports, certificates, books,
standard other standard documents etc.
Documented information may be internal or external. External documented information are which
are generated externally to the company and the company does not have authority to change or
revised.

 Format or report certificate etc generated by internal section/ units of the organization shall
contained

- Title
- Date of Issue
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 - Reference number

 Documented information such as records/filled formats etc shall contain

- Name and Signature of record generated (filled) person
- Date generated
- If it is in soft format server id shall be printed on the document with date

 Documented information may be in hard format or soft format as appropriate.

 Internally generated documented information shall have reviewed by a suitable personal &
approved by a respective office in charge or section head.

7.5.3 Control of documented information

7.5.3.1 All documented information use by the company shall be
- Available when & where necessary
- Suitable for use
- Protected form loss of confidentially improper use, loss of integrity

7.5.3.2 Following activities shall be followed for proper controlling of all documented information
 Record of all documented information shall be kept by respective office/site.
- List of Formats/Documents, Format No: CESL/QMS/7.5.3.2 /F1
- List of Files/Folders, Format No: CESL/QMS/7.5.3.2/F2
- File/Folder Index, Format: CESL/QMS/7.5.3.2/F3
 Distribution of such documented information shall be done at various level of these company
and distribution record shall be retained.

 Easy access & retrieval shall be ensured for efficient use

 All documented information adequately protected from rain, dust, insects and other damages
& theft.
 Whenever new version of the documented information is created the previous version shall
be removed and store / filled in folder / file called “Obsolete documented information” with
red ink stamp “obsolete”

 All documented information in record form shall have retention tome decided by respective
process head.

 Documented information (if any) to be deposition it shall be done considering legal and other
requirement of the country & the company

 If any documented information to be revised or alter that could be done only by the section/
unit/ project where it is originated.

 Documented information originates externally shall be adequately controlled maintaining a

list and reviewing by annually and whenever such documented information is revised or
changed by respective authority.

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 8. OPERATIONS

1.
2.
3.
4.
5.
6.
7.
8.
8.1. Operational Planning & control
Operational processes of the organization could be identified as below. However depending on the
situation and business requirements those could be changed time to time.
- Construction
- Designs & Consultancy
- Hire of Machinery & equipment’s
- Selling ready mix/ Asphalt
- Electrical and Mechanical Services
- IT works

For above operational process quality plan shall be prepared by respective sections / unit/ project &
shall include minimum of following requirements for each & every activity
- Reference or related documents
- Applicable verifications/ Monitoring
- Monitoring frequency / time
- Requirements / standard to be met
- Responsibility monitoring
- Acceptance criteria
- Records
For this purpose following model quality plans may be used;
 Model Quality Plan for Building Construction, CESL/QMS/8.1/D1
 Model Quality Plan for Road Construction, CESL/QMS/8.1/D2
 Model Quality Plan for Bridge Construction, CESL/QMS/8.1/D3
 Model Quality Plan for Building Service, Under Preparation
 Model Quality Plan for IT and Networking, Under Preparation

Materials, plant & machine and Labour requirements of activities shall be determined for operational
activities in planning stage (Format No: CESL/QMS/8.1/F1 to F4). Procurement schedule shall also
be prepared to acquire above resources (Format No CESL/QMS/8.4/P/F1

17
 Where necessary work schedule shall be prepared prior to commencement of activities using suitable
project management software or XL software as appropriately.
For operational activities method statements are advised to be prepared and prior approval shall be
taken either from project Engineer or respective authorized personal.
The method statement for any operational activity shall contain.
- Activity name
- Resources requirement
- Method of carrying out & sequence
- Safety concerns
- Environmental Concerns
- Reference documents /drawings etc.
- Applicable control measures/ Test & measurements

To determine that operations are carried out on planned & output meet the requirements
necessary checklist shall be retained.

8.2. Requirements for products & services

8.2.1.Customer communication

- Details of product or services shall be adequately communicated to the clients prior to

commencement of any work & approvals shall be taken wherever necessary.

- Customer enquiries, complains and suggestions shall be recorded, reviewed and

necessary action shall be taken by respective officers of the organization. All
offices/sites/yards/plants shall maintain and retain Customer Complaint Register (Format
No: CESL/QMS/8.2/F1)

- Customer feedback shall be taken, reviewed and necessary actions shall be taken once
a project work / service is completed (Format No: CESL/QMS/8.2/F2)

- Adequate control & measures shall be taken to protect customer properly that are in the
custody of CESL (land, trus partly or totally completed works, materials, intellectual
properties etc)

- Prior approval shall be taken from the client if any customer belonged property to be used
other than intended use of such property

8.2.2.Determine the requirements for products and services

Requirements of product/ services offered by CESL shall adequately defined in a specific
documents called product/ services requirements sheet “This sheet shall contain at least,
8.2.2.1.1.1. Stated & implied requirements by the client
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 8.2.2.1.1.2. Applicable statutory & regulatory requirements
8.2.2.1.1.3. Requirements defined by CESL

8.2.3.Review of the requirements for products or services

8.2.3.1. Above requirements shall be commence. Approval may be obtained by submitting
drawings, specifications, method statements, and material approvals as applicable.
8.2.3.2. Determining and review of product and service requirements and new requirements if
any are defined in document called "Review of the Requirement of the Contract" (Format
No: CESL/QMS/8.2/F3)
8.2.4.Changes to requirements of products and services
Requirements of the contract may be changed time to time either by client, CESL or due
regulatory requirements. All such changes shall be taken in writing or shall be informed to the
client in writing. Any changes shall not be incorporated into the contract without written
confirmation of the client/the Engineer.
In case of a contract changes are known as variation to the contract and handled as per
Engineer's Instruction and Variation Procedure (Document No: CESL/QMS/8.2.4/P-1)

8.3. Design & Development of Products and Services

8.3.1.CESL has its own design and Development section headed by CEO himself CESL always
promote and sponsor designs and developments related to construction process

8.3.2.Design and development planning

Under design & Development process following activities are involved.
1 Structural Designs
2 Architectural designs
3 Construction materials & methods
4 Project management

Structural design & Architectural Designs are basically outsourced to CECB or any other
suitable consultant.
Construction materials& methods and project Management development are promoted by the
company. Following procedures shall be followed when planning design & development
activities by respective individual / unit/ section.
Design & Developments shall be planned by respective individual /unit /section considering
following

(i) Identification of need of design & development considering project needs, technical or
managerial issue or interest of the employee

19
 (ii) All such proposed shall be properly identified by 9 design & development proposed (Format :
under development )
(iii) Such proposed shall contain description of design, issue or problem identified
(iv) Duration& time schedule of design & development activities, budget and other resources
required.
(v) Required testing, validation criteria
(vi) Design & Development plan shall include monitoring frequency of the work
(vii) Such Design &Development work may be carried out by individual or group of employees
with a expert supervisor selected with the organization or form out side
(viii) List of objectives , requirements to be met
(ix) Documents information to be furnished shall be in the form of

- Drawings
- Presentation
- Report
- Procedure
- Specification etc

8.3.3.Design & Development Inputs

Any design & Development work shall be started with following essential requirements
- Functional & performance requirements of the product / service
- Details from similar type design &developments (previous such works)
- Statuary and regulations requirements
- Standard , code of practice relevant to the work
- Potential consequences of failure
All above details shall be documented and keep an evidence of the design & development inputs

8.3.4.Design Development controls

Following controls shall be applied to ensure stipulated results

Control Intended verifications

 Pre check list  Results are defined

 Reviews  Ensure intended results could be achieved
 Verification checks  Requirements are met
 Validation  Ensure design developments meet
 Re- Validation intendant purposes
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  Problems/ issues during verification /
 Records on above Validation are solved
 Documents information are kept

8.3.5.Design & Development outputs

Out & puts of design Development process shall be checked to ensure outputs
- Meet the input requirements
- Are adequate
- Includes necessary monitoring & measuring requirements
- Specify the characteristics of product/ service
Documented information shall be kept regarding above

8.3.6.Design & development changes

Changes to design & development of product / service could take place during and after the completion of
work and such changes shall be identified, reviewed and control ensuring there is no adverse impact on
conformity to requirements
Documented information shall be kept on
1 Design & development changes
2 Result of reviews
3 The authorization of the changes
4 The action taken to prevent adverse impacts
8.4 Control of externally provided process, products and services
8.4.1 All externally provided process, products and services shall be adequately controlled to ensure
conformity of to the requirements whenever;
- such ,process , product around services are incorporated to CESL products/ services
- Such products / services are provided to the customer on behalf of CESL
- Such process or a part of process is provided by external providers as a result of a decision
by the CESL
Following criteria shall be used by respective section/ unit/ site to evaluate select monitoring and re-
evaluation of external providers.
a) Selection
- Procurement guidelines issued by NPA,
- criteria given by the Client / Engineer,
- CESL own guidelines / criteria,
- Requirements defined in bidding documents/quotation requests.
21
 b) Evaluation
- Evaluation – Evaluation of external providers shall be alone awarding to NPA guidelines and
CESL guidelines
- Technical evaluation shall be carried out for requirements given by CESL and offers made by
each service provider.
- Evaluation report of bids/quotations shall be retained with respective Base/Unit/Site.

c) Monitoring of performance
Performance of external providers shall be monitored monthly basis and record their performance
level.
Material/Goods shall be randomly monitor at the receiving documented information using format No:
CESL/QMS/8.4.1/F2.
Those information collected regarding suppliers shall be evaluated using following parameters to
decide the eligibility of such suppliers to continue the supply of goods/materials.
- Punctuality of delivery
- Quality of goods/materials
- Quantity
- Operational documents
- Response to quality issues
- Corporate with site staff
Documented information with respect to such evaluation shall be retained using format No:
CESL/QMS/8.4.1/F1 in soft format.
Service providers shall be evaluated at least once during the service, if service period is less than one
year and otherwise twice a year. Undermentioned criteria shall be considered for the evaluation of
service providers (Use format No: CESL/QMS/8.4.1/F3)
- Quality of the work performed
- Allocation of skilled workers as in Skill Matrix
- Meeting the completion dates
- Daily attendance during contract period
- Reaction to quality problems
- Following of company rules [safety, cleanliness, protecting customer property]
- Cooperation with the Supervisors

8.4.2 Type and extend of control

CESL shall make sure that externally provided processes, products or service shall not adversely
affect the organizations ability to consistently deliver confirming products and services to the
customers.
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 a) To control externally provided process, products and services following steps shall be taken.

- Communicate all requirements of the products/ services to the provider,

- Taking providers agreement for conformity in the form of agreement written proposal (Offer),
MOU or any other similar agreement.
- Checking before accepting/ receiving products/ services for conformity with requirements
stated agreed.

8.4.3 Information for External Providers

The procurement department/ purchasing department of the company shall communicate to external
providers its requirements for
A) The process, products and services to be provided

B) The approval of
1) Products and services
2) Method, processes and equipment
3) The release of product & services

b) Competence, including any required qualification of person

c) The external providers interaction’s with the organization

d) Control& monitoring of external providers performance to be applied by the organization

e) Verification or validation activities that the organization or its customer, intends to perform at the
external providers’ premises.

8.5 Production and services provision

8.5.1 Control of production and services provision
Product & services provision of CESL shall be included following but not limited to;
- Documented information of product/service
- Monitoring& measuring resources
- Infrastructure& environment for operation of processes
- Competent personal for operation of processes
Following control shall be in place responding above provision.
 Make sure documented information of product or service shall contain.
- The characteristics of the product to be produced the service to be provided or the
activities to be performed
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 - the result to be achieved
Availability of suitable measuring & monitoring resources

 Carrying out monitoring & measuring activities appropriate stages to verify

- Criteria for control of process, output is has been met
- Acceptance criteria for product, service has been met

 Suitability of infrastructure & environment

 Competent & qualified personal are employed
 Ability of process to achieve planed results/output when monitoring & measurements are not
possible
 Action to prevent human errors
 Release & post-delivery activation are implemented

8.5.2 Identification and traceability

All constructions sites/production plants/yards shall identify input materials, semi processed out puts
and finished products that are to be incorporated into final product.
This identification shall facilitate traceability of inputs of a particular output or a final product and
appropriate parameters (measurements) of the input that affects the requirements of the output or
final product.
Purchased product identification
- All purchased materials, goods and components are identified as per stores management
system giving a particular serial number. The same number or identification method shall be
used when issuing for production process and necessary records shall be retained for easy
traceability.
- Whenever possible subcontractors are required to identify products that they supply/carry out
by appropriate labeling, tagging, marking etc. and goods receiving check list shall make
notice of such identification details.
- Appropriate record shall be kept for easy identification of works carried out by sub-
contractors.
- Wherever required, measurement details of inputs shall be retained with unique identification
for traceability.
- All finished products/competed works shall be identified appropriately with all necessary
details such as inputs details, measuring and testing details, methods, personal involved,
specific environmental concerns etc.

8.5.3 Property belonging to customers or external providers

CESL shall care about properties belonging to customers or external providers while it is under the
company’s’ control or being used by the organization.
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 CESL shall identify properties belonging to customers or external providers and notice shall be
displayed on such properties if available in physical form
For intellectual or similar properties belongs to customer or external providers. Shall be kept is
protected environment avoiding unauthorized use of such properties.
Any damage, loss or become unusable any property belong to the customer or service provider shall
be informed within 24 hrs time to owner of such property. All documented information shall be retain
with respect to such incident.

8.5.4 Preservation
Outputs of operational process shall be preserved (identify, handle, protect, package, store, transport
or transmit) to the extended necessary to ensure conformity to the requirements
Preservation shall include:
- Numbering, tagging, labeling of completed works if required
- Keeping records such as quantity, description, as-build drawings, test certificates,
measurements, methods, material data sheets, specifications, list of references,
relevant memos, letters etc.
- Protection of competed works as appropriately.

8.5.5 Post-delivery activities

Regarding construction projects/works CESL shall agree with the client a defects liability period as per
contract document.
The defects liability period starts soon after the handover of the project or part of the project to the
client's use. At the handing over of the project, CESL shall agree with the client existing defects and
such defects shall be rectified within one month period from the date of handing over of the project. If
the defects rectification need additional time, CESL shall agree with the client regarding adequate
time period to rectify defects identified at the time of handing over.
During the defects liability period, CESL shall attend defects indented by CESL or defects informed by
the client. All defects informed by the client shall be taken in writing. All such defects shall be rectified
before the expiration of the defects liability period. However CESL may extend the defects liability
period with mutual agreement of the client.
Warranty and guarantees regarding all items installed or supplied to the client trough sub-contractors
shall be obtained for the name of the client and respective agreements to be signed by the client and
the sub-contractor after the free maintenance period shall be signed before expiration of such period.
All bases shall take customer feedback with respect to completed project within the defects liability
period using format No: CESL/MR/9.3/01 or any other suitable meaning.
The Completion certificate for the completed projects shall be obtained at the end of defects liability
period for each and every project.

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8.5.6 Control of changes
CESL shall review and control changes for product (Contract) or service provisions, to the extent
necessary to ensure continuing conformity with requirements.
Changes to the product here means variations to the contract (Change of scope).
- Quantity variation
- Change of specification
- Change of location, level etc.
All such changes shall be revived and necessary approvals shall be taken from the client and the
respective head of the section before proceeding.

8.6 Release of product & services

Project sites, plant & production process and any other operational site shall implement planned
arrangement at appropriate stages, to verify that the product and services requirements have been
met.
The release of product and service to the client/ customer shall be done only after verifying that the
planned arrangements have been satisfactory completed, unless approved by a relevant authority
and, as applicable, by the client/ customer

The respective project / operational yard shall retain documented information called "Handing over
document” in case of a construction site and in other operations a document called “Product/ service
delivering note” which has minimum of
a) Evidence of conformity with acceptance criteria
b) Traceability to the person(s) authorizing the release.

8.7 Control of nonconforming outputs

8.7.1 All outputs that do not conform to their requirements shall be identified and prevent their intended use
delivery by respective projects, site or yard etc.
Non confirming products or service including already delivered defective products within defects
liability period shall be dealt in one or more of the following ways.
- Do correct to the requirements
- Segregate, containment, return or suspension of provision of products & services;
- Inform the customer
- Obtain authorization for acceptance under concession

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 Conformity to the requirements shall be verified when non confirming outputs are corrected.

8.7.2 Document information on following shall be retained in non-conformity register

- Description of nonconformity
- Action taken
- Any concessions taken
- Authority identifications

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PERFORMANCE EVALUATION
9.1 Monitoring measurement, analysis and evaluation
9.1.1 General
Undermentioned sections shall monitor respective parameters as required.
Unit/Section What to be monitored Frequency How

Overall  Financial status Monthly Report

organization  Performance of bases
 Performance of HRM
 Performance of Training
 Performance of system
Auditing
COE Bases  Overall financial Report
performance of the section Monthly
 Performance of each
project
 Training
 HR performance
 SMART objectives

SOE Units/  Overall financial Monthly Report

Other performance
business units  Performance of projects
 Progress of SMART
objectives
Projects  Physical progress weekly Reports
 Financial progress
 Stores
 Procurement/ Purchasing
 SMART objectives
 Cash flow
Plant/ Yards  Work performance weekly Reports
 Financial
 Stores
 Procurement

Measurement of operation process and activities shall be decided according to requirements and
recorded in respective quality plans, method statement, check lists etc.

The results obtained through measurements and monitoring of process/activities shall be evaluated
and analyzed at weekly progress meetings of respective site/project/ yard. A decision regarding such
evaluation/analysis shall be taken at respective SOE/SOE/project levels. However any decision that
have to be taken by the management (Board of Director/ Chairman/ CEO) shall be referred to
respective persons with adequate information. The performance of QMS of the organization shall be
evaluated annually at the management review meeting.
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9.I.2 customer satisfaction

All COE bases, SOE units and project site jointly & separately monitor customers’ perceptions of the
degree to which their need and expectations have been fulfilled. The required data shall be collected
by
1 Customer complaint Register
2 Feedback forms
Customer complaint Register
Use format No CESL/QMS/8.2/F1 for this purpose and all sites/projects/SOE units/ COE bases as
required to maintain a customer complained register. All complaints received in writing, mails, letters,
telephone calls, memos, orally shall be recorded in their document & evaluated by a most senior
person of the respective location. If required corrective actions are taken and recorded.
Feedback forms
It is required to handover and take back a filled feedback form the client and consultant of the project.
After the completion and handling over of a project. Such feedback form shall be evaluated and result
are conveyed to the management.
Use format no No CESL/QMS/8.2/F2 for this purpose.

9.1.3 Analysis and evaluation

Analysis and evaluation of data and information arising from monitoring and measurements shall be
evidence of;
a) Conformity of product& services
b) The degree of customer satisfaction
c) The performance of QMS
d) Effectiveness of planning
e) Effectiveness of action taken with respect to risk & opportunity
f) Performance of external providers
g) The need for the improvement to the QMS

9.2 Internal Audit

9.2.1 CESL shall conduct internal audits at planned intervals to provide information on whether the QMS

a) Conforms to;
1) The organizations requirements for its QMS
2) The requirements of International standard

b) Is effectively implemented &maintained

9.2.2 CESL shall plan, establish, implement maintain an audit program on annual basis
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 An audit programme according to the requirements shall be prepared at the beginning of each year
and distributed.
A audit plan shall be prepared at last one week perform the audit and the audit plan shall contain,
audit …………..scope of audit.
An Audit Team has been nominated for the organization and members of particular audit shall be
selected among such members.
Results of audit conducted shall be reported to the management within 2 months from the internal
audit.
Appropriate actions shall be taken by respective SOE/COE to correct the non-conformities found form
internal audits.
Audit findings shall be distributed among other COEs/SOEs enabling them to correct similar non-
conformity in advance.
Results of internal audits & evidence of audit plans are kept in document form as evidence.

Reference documents

a. Audit Programme, Format No: CESL/QMS/9.2/F1

b. Audit Plan, Format No: CESL/QMS/9.2/F2
c. Audit NC Form, Format No: CESL/QMS/9.2/F3
d. Internal Audit Check-List, Format no: CESL/QMS/9.2/F4
e. Internal System Audit Report, Format CESL/QMS/9.2/F5

9.3 Management review

9.3.1 Top management (Chairman, Executive Director, Chief Executive Officer and Chief Operation
Engineers) shall review the performance of QMS, EMS & OHSMS of the organization once in every
year.
The purpose of the management review meeting is to ensure the continuing suitability, adequacy,
effectiveness and alignment with strategic Directions of the organization, of QMS, WMS & OHSMS of
the organization.
In addition each and every operational section (COE bases) shall review QMS, EMS & OHSMS of the
respective bases at least quarterly.
Ref: Procedure for management Review: CESL/QMS/9.3/P.

9.3.2Management Review Inputs

The basic agenda of the management review shall be as follows;
a) Review of follows up actions of previous management review

b) Changes in external & internal issue that are external to management systems (QMS, EMS, &
OHSMS)

c) Information on the performance & effectiveness of QMS , EMS and OH&SMS

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 - customerr satisfaction & feedback from
- Status Of QMS, EMS & OH&SMS objectives
- Quality , EMS & OHSMS issue
- Non conformities & corrective actions
- Monitoring & measurements results
- Audit result
- Performance of external providers

d) Resources & issues

e) Effectiveness of action taken to address risk & opportunities

f) Opportunity for improvements

Notes
1) Only organizational level, issues, status and progress of each item shall be discussed at
main management review
2) Base level issues, progress shall be discussed at base management review

9.3.3 Management review outputs

At least following outputs shall be resulted from management review

a) Opportunities to improvement
b) Resources need
c) New strategies & investments proposals
d) Changes required for the management, organization structure , QMS, EMS & OH&SMS etc
e) Follow up actions for corporate goals actions plan, System objectives
Results of management review shall be in document form (Minutes, reports, etc)

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 10 IMPROVEMENTS

1.1 Opportunities for improvements shall be identified as an output of the management review. These
opportunities shall be made use to meet customer requirements and enhance customer satisfaction
by

a) Improving products & services

b) Address future needs &expectations
c) Correcting , preventing or reducing undersigned effects
d) Improving performance & effectiveness of QMS, EMS & OH&SMS

1.2 Nonconformity and corrective action

1.2.1 All nonconformities including those arising from complaints shall be recorded a document call
nonconformity register or customer complaint register as applicable

a) All such non conformities shall controlled and corrected as applicable. Consequences of such
nonconformity shall also be controlled.

b) For any non-conformity first step is to take action to correct the situation & then effectiveness of such
action shall be evaluated.

c) Depending on the weight and or frequency of the non-conformity further review and analyze to
identify root cause of the non-conformity and to verify similar situation.

e) If necessary update risk & opportunity found during the planning

f) Necessary alternation shall be made to QMS, EMS or OHSMS at the management review if
necessary
10.2.2 Non conformities and respective action taken shall be recorded in nonconformity register (Format
No:CESL/QMS/10.2/F3)
Corrective actions, if any shall be recorded and evaluated using corrective action form (Doc No:
CESL/QMS/10.2/F2)
Handling of non-conformities are described in Procedure No CESL/QMS/10.2/P
1.3 CESL shall take necessary action at the management review meeting or whenever necessary to
continually improve the suitability , adequacy and effectiveness of the QMS,EMS & OHSMS

Such decisions shall be depend on

1) Results of analysis & evaluation

2) Outputs of management review
Procedure for management review is described in document no CECB/QMS/9.3/P.

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