Quality Manual PEOPLE Revised Without Co Policy 25-08-2009

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QUALITY MANAGEMENT SYSTEM MANUAL Issue Date Page #
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Professional Employers Private Limited

Quality Management System
Manual
ISO- 9001:2008
Effective date: 25-08-2009
PEOPLE’s mission is to build value based relationships by providing reliable

solutions for Human Resource Management and Process Outsourcing.
Approval:
Director / Date:
Segment Head HCM & OD:
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TABLE OF CONTENTS
DESCRIPTION PAGE
DISTRIBUTION LIST 03
SCOPE OF THE MANUAL 04
QUALITY MANAGEMENT SYSTEM 06
MANAGEMENT RESPONSIBILITY 11
RESOURCE MANAGEMENT 17
PRODUCT REALIZATION 21
MEASUREMENT, ANALYSIS AND IMPROVEMENT 28
CHANGE RECORD 34
DEPARTMENTAL ORGANIZATIONAL CHART Appendix- 01 35
JOB DESCRIPTION Appendix- 02 36
QUALITY POLICY Appendix- 03 37
QUALITY OBJECTIVES Appendix- 04 38
PROCESS FLOW CHART Appendix-05 39
FORMATS Appendix-06 40
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DISTRIBUTION LIST
S.No KEEPER / RETAINER
1. Master File / MR
2. HR
The copy of manual issued to Auditors will be stamped as “CONTROLLED”, while copy
can be issued to other external parties stamped as “UNCONTROLLED”.
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SCOPE OF THE QUALITY MANUAL
The manual describes the quality management system ISO 9001:2008 as adopted by
Professional Employers Private Limited. The operational activities of Professional
Employers (Private) Ltd. are HUMAN RESOURCE OUTSOURCING, HR MANAGEMENT
CONSULTANT & VERIFICATION SERVICES. It is intended to demonstrate PROFESSIONAL
EMPLOYERS PRIVATE LIMITED ability to provide consistent quality services that meet
customer and applicable regulatory requirements.
The system requirements of this manual are aimed at achieving customer satisfaction by
consistently providing conforming product and meeting or exceeding customer and
applicable regulatory requirements through application of the system, continual
improvement and the prevention of nonconformity.
This manual covers the quality-related activities of the Professional Employers Private
Limited Karachi & Lahore Office while finance department is not in the scope.
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ISSUE AND CONTROL OF QUALITY MANUAL
The Quality Manual is reviewed by Management Representative, and approved by the

Director of PROFESSIONAL EMPLOYERS PRIVATE LIMITED. It is a controlled numbered
document. Each copy is uniquely identified against authorized user. It is the responsibility
of the Management Representative to issue this manual under his signatures, and to
ensure that all controlled copies of this document are kept current.
Each page of the Manual is given a revision number. Changes are made by taking out
a new revision of the concerned revised page Changes will be indicated by italic text.
Review and approval of changes will be evident in change record sheet in the end of
the manual. Each revised page shall have a new revision number. The MR is responsible
for distributing all new revisions after their approval and retrieving the old revisions as per
document control procedure defined in the manual.
This document is not to be duplicated. Any one desirous of having a copy for
informational purposes should contact the MR, who shall issue an UNCONTROLLED copy.
The controlled copies are stamped ”CONTROLLED DOCUMENT” in green color on each
page while uncontrolled copies are stamped “UNCONTROLLED DOCUMENT” in green.
Uncontrolled copies shall not be updated.
While this manual could be revised any time a need so arises, a planned review shall be
carried out once every year by MR.
Compliance with the requirements of this quality manual and its referenced documents
is mandatory on everyone with in the scope of this quality management system.
OUT SOURCE PROCESS:
Company does not perform and process as out source process and whole activity
performed by the company itself.
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QUALITY MANAGEMENT
SYSTEM
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1.1 GENERAL REQUIREMENTS (Clause 4.1 of ISO 9001:2008)
Professional Employers Private Limited, has established, documented, implemented,

maintained and continually improves a quality management system, which covers the
requirements of ISO 9001:2008. To implement the quality management system, the
company has managed to:
a) System level procedures that describe the activities required to implement

the quality management system;
b) Procedures / Process Flow that describe the sequence and interactive
nature of the processes necessary to ensure the conformity of the product
and/or service;
c) Instructions that describe the operating practice and control of process
activities.
DOCUMENTATION REQUIREMENTS
Following are the documents and their numbering scheme used at Professional
Employers Private Limited.
1.0 NUMBERING SCHEME
• Departmental Organizational Chart PEOPLE-Dept Abv..-ORG-01

• Quality Manual PEOPLE -QM-01
• Quality Policy PEOPLE-QP-01
• Quality Objectives PEOPLE-QO-01
• Job description PEOPLE-Dept Abv..-JD-01, 02
• System & operational
Procedures include in Manual
• Process Flow Charts PEOPLE-Dept. Abv.-PF-01, 02
2.0 DOCUMENT REVIEW AND APPROVAL
2.1 After the preparation and numbering of documents, these are reviewed and
approved by the competent authorities. The following personnel are reviewing
and approving authorities related to various quality system documents:
S/No
Document Prepared by Approval by
.
1. Quality Manual MR Director or MR
2. Quality Policy MR Director or MR
3. Quality Objectives MR Director or MR
4. Job description HOD Director or HR
5. Organ gram HOD Director or HR

Process Flow /
6. HOD Director or HR
Quality Plan
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3.0 CONTROL MECHANISM
3.1 All QMS documents (except forms) will be controlled by stamping “CONTROLLED
DOCUMENT” in green. Only two hard copies will be taken print out one Master for
MR and one for HR, all the documents would be uploaded on Companies
Website for all the users for reference. Although print, save and copy commands
not provided to the users for better control.
3.2 Documents of external origin will be identified by their original name. Their
distribution is to be controlled in the same manner as the controlled documents
of PROFESSIONAL EMPLOYERS PRIVATE LIMITED. All documents of external origin
shall be listed on External Document List.
3.2 MR is also responsible to keep the external origin documents current by
periodically contacting the relevant issuing body.
3.3 Computer data is stored in hard disk and a back up is maintained. Only
authorized persons have access to the files, which are protected with password.
3.4 Controlled documents shall not be photo copied by recipients’ .Any one
requiring an extra copy or any information must obtain the same from MR, who
will issue an uncontrolled copy for such purposes. This will be stamped in green
as” UNCONTROLLED DOCUMENT”. Forms may be photocopied. One set of current
forms format is maintained by MR.
4.0 REVIEW AND APPROVAL OF DOCUMENTS
4.1 MR reviews and Director approves Quality Policy, Quality Objectives, Quality
manual and quality objectives’ planning. Job descriptions are reviewed by HOD
and approved by MR/Director.
4.2 Person reviewing and approving documents shall ensure that the documents
meet the requirements of quality management system.
5.0 AVAILABILITY OF DOCUMENTS
5.1 MR ensures that all points of use have the relevant version of the applicable
documents.
5.2 If kept at a central location, obtain signatures for having read the document.
5.3 If issued to an individual, obtain signatures for having received the document.
Use form Master and Distribution list for both mechanism.
5.4 MR has one set of complete QMS documents. All forms will be placed with MR, in
PROFESSIONAL EMPLOYERS PRIVATE LIMITED, for easy accessibility to everyone.
Photocopies of formats are allowed for routine use.
5.5 DMR will assist MR from Lahore office in controlling of documents but Master list
will be maintained in Karachi Office by MR.
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6.0 CHANGES IN DOCUMENTS
6.1 Changes in any of the QMS documents will take place as follows:
a) MR or any person acting within the scope of QMS can suggest changes in
documents on Document Change Request QR-4.2-01.
b) Suggestions will be reviewed & approved by the concerned authorized
person.
c) Once approved MR will implement the changes in documents and upload
the same on Website.
d) Changes in the documents (except forms) will be identified by writing in
italic text.
e) Changes in the form formats will be identified by giving them a new revision
number
f) All documents after being changed will have a new revision number with
revised date.
7.0 MINOR AMENDMENT
7.1 MR is authorized to make minor hand written amendments (addition/deletion of

words, spelling mistakes etc.) on documents with his initial, and in next issue the
document will be updated
8.0 RETRIEVAL AND RETENTION OF OBSOLETE DOCUMENTS
8.1 MR is responsible for ensuring prompt removal of all obsolete documents from all
points of use and prior to issuing of new document or revisions destroying them
except one copy, which is kept for historical record. Such copies shall be
stamped in blue as “HISTORICAL DOCUMENT”.
9.0 SUPPORTING DOCUMENTS:
S/N
Document Number Retainer Retention time
o
1. Document change request QR-4.2-01 MR 3 Year
Document Master and
2. QR-4.2-02 MR 3 Year
Distribution List
External Document Master
3. QR-4.2-03 MR 3 Year
List
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CONTROL OF QUALITY RECORDS
1.0 Every procedure contain master list of all quality records under title of supporting
documents. This List of Quality Records describes:
o Document title and number.
o Retainer
o Retention period
2.0 Records are indexed and grouped to facilitate their retrieval. Binders, drawers,
cabinets, computer disks and tapes, etc., containing records are clearly labeled
with identification of their content.
3.0 Records are normally stored in the same department where records are
generated.
4.0 Records are stored in dry and clean locations so that Records are protected
from moisture, excessive dust and physical damages.
5.0 Records and other quality documents may not be stored in private desk drawers
or other obscure locations that are not generally known.
6.0 All received faxes are photocopied first then retained in record.
7.0 A retention period for each type of record is established.
Disposition of Expired/Old Records

8.0 After the expiry of retention period of records, concerned departmental head
reviews the validity and usefulness of records. He then decides whether to:
o Destroy the record by any suitable method.

o File the record in box files for reference purposes in case of any requirements
in the future
SUPPORTING DOCUMENTS:
Nil
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MANAGEMENT
RESPONSIBILITY
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5.1 Management Commitment
Top Management of PROFESSIONAL EMPLOYERS PRIVATE LIMITED comprises of
• CEO
• Director
• CFO
• MR / Manager Compliance
• Head of Relationship
• Head IS & Service Delivery
• HR & Admin Manager
Top management of PROFESSIONAL EMPLOYERS PRIVATE LIMITED is fully committed to

Quality and demonstrates its commitment to the development and improvement of the
quality management system by:
a) Communicating at all levels in the organization the importance of meeting

customer as well as regulatory and legal requirements;
b) Establishing the company’s quality policy and quality objectives, and ensuring
that they are deployed effectively at all functions and levels;
c) Performing Management reviews and ensuring that quality performance is
effectively reviewed at relevant levels
d) Ensuring the availability of necessary resources for the fulfillment of needed
quality standards.
Quality Policy
Quality Objectives
Procedure for Management Review Meeting
5.2 Customer Focus
The management of PROFESSIONAL EMPLOYERS PRIVATE LIMITED, at appropriate levels,

determines appropriate customer needs and requirements, and converts them into the
form of defined requirements with the goal of achieving customer confidence and also
maintains a system for handling of customer complaints.
Procedure for Order Review (See 7.2.1)

Procedure for Customer Satisfaction (See 8.2.1)
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5.3 Quality Policy
Top Management of PROFESSIONAL EMPLOYERS PRIVATE LIMITED has defined quality

policy and approved. The quality policy is communicated and enforced through
management reviews and training and displays in English at appropriate locations.
• Top Management also ensures that the policy is communicated and understood at
appropriate levels.
• Top Management will also review the Quality Policy for continuing suitability in
management review meetings
5.4 Planning
5.4.1 Quality Objectives
• Top Management establishes Quality Objectives, measurable and consistent to

Quality Policy, at relevant function and levels within the organization.
• Top Management will also review the Quality Objectives to determine the extent of
completion, in management review meetings.
5.4.2 Quality Management System Planning
• Top Management is responsible for planning of QMS including identification of QMS

processes their relative sequence and interaction, criteria, methods, availability of
resources and information, monitoring and measuring activities for effective
operations and control along with actions necessary to achieve planned results and
continual improvement of identified processes.
• Quality manual and its referred documents provide evidence of QMS planning.
• Development of plans for the achievement of Quality Objectives is also a Top
Management’s responsibility. The output of such planning will be documented (Ref.
Objective Planning).
• PROFESSIONAL EMPLOYERS PRIVATE LIMITED keeps the integrity of QMS intact during
planning and implementing.
Quality Objective
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5.5 Responsibility, Authority and Communication

5.5.1 Responsibility and Authority
Functions and their interrelationships within the organization including responsibilities and
authorities are defined and communicated in order to facilitate effective quality
management. The departmental organizational chart describes the hierarchical
structure of PROFESSIONAL EMPLOYERS PRIVATE LIMITED and Job descriptions of
individuals describe the responsibilities and authorities of the company personnel. The
Quality System Procedures, Flow Charts also describe the responsibilities and Authorities
of personnel in relation to various quality system requirements.
SUPPORTING DOCUMENTATION.
Departmental Organizational Chart

Job Descriptions
Quality System Procedures
Process Flowchart
5.5.2 Management Representative
Director has nominated a Management Representative (MR) & DMR and defined
responsibility and authority for the Quality Management System, which includes:
a) Ensuring that processes of the quality management system are established,

implemented and maintained in accordance with the requirements of ISO
9001:2008;
b) Reporting to top management on the performance of the quality management
system, including needs for improvement;
c) Promoting awareness of customer requirements throughout the organization.
d) Liaison with external parties on matters relating to the quality management system.
SUPPORTING DOCUMENT
Interoffice memo for appointment of
o Management Representative (MR) & DMR

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5.5.3 Internal Communication
PROFESSIONAL EMPLOYERS PRIVATE LIMITED has established and maintains system and
operation level procedures, which also describe the internal communication between
various levels and functions of the organization regarding the quality management
system and its effectiveness. In addition to theses procedures following ways are used for
internal communication like
• Memos
• Intercom
• Email
5.6 Management Review
5.6.1 General
The Quality management System at PROFESSIONAL EMPLOYERS PRIVATE LIMITED shall be

reviewed to evaluate the continued suitability and effectiveness of the Quality
Management System in meeting quality goals and the ISO 9001:2008. The Management
Representative shall maintain records of management reviews at a secure location.
PROCEDURE
Frequency and Scheduling
1.0 The Management Review meetings are conducted at least once in 6 months.
Unscheduled meetings may be called at any time on the direction of Director.
Participants of the Management Review meeting
2.0 MR circulates the notice of meeting to all participants at least one day before
the meeting date. This notice also includes the name and designation of
participants and agenda of the meeting.
Meeting Agenda
3.0 Following agenda points are discussed in management review meeting
o Quality Objective & Quality Objective(s)

o Follow-up actions from earlier management reviews;
o Results of Internal and External Audit reports;
o Customer feedback;
o Process performance and product conformance;
o Status of preventive and corrective actions;
o Changes that could affect the quality management system.
o Recommendations for Improvements
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Management Review Meeting (MRM)
4.0 Director chairs the meeting in his absence MR will chair the MRM. The agenda
items are discussed one by one and MR presents the status of IQA results, results
of corrective actions, customer complaints/ feedback etc.
4.1 Lahore office DMR conducts the Partial MRM and discusses the applicable
agenda points in Lahore and will send their MRM Minutes to Karachi office for
discussion.
5.0 MRM members discuss the issues, decides actions, identify designations
responsible for actions and target dates for completion of actions.
Management Review Meeting Minutes / Output of Meeting
6.0 MR records the minutes of the meeting. Minutes identify the agenda point,
discussion for each agenda, actions decided, designation responsible and
target dates.
7.0 The minutes of the meeting, after approval from the Director, MR keeps in record.
2.0 RELATED DOCUMENTS:
S/N Retain Retention

Document Number
o er time
1. Notice for Management Review Meeting QR-5.6-01 MR 3 Year
Minutes Of the Management Review
2. QR-5.6-02 MR 3 Year
Meeting
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RESOURCE
MANAGEMENT
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6.1 Provision of Resources
• The top management of PROFESSIONAL EMPLOYERS PRIVATE LIMITED determines

and provides resources for implementing, maintaining, and continually improving
effectiveness of QMS processes including resources required to enhance customer
satisfaction.
• Resources include assignment of personnel, training, awareness, competency,
infrastructure, and work environments.
• The resources are identified by MR prior to management review meeting.
• Director review and approve the resources in management review meeting and
forwards the requirements to relevant person for provisioning.
• Interim or urgent need for resources may also be identified by MR, who reviews
and forwards them to Director for approval and provisioning.
6.2 HUMAN RESOURCES
MINIMUM COMPETENCY CRITERIA

The competency criteria (minimum education/training/skills/experience) are
established in job descriptions for each designation performing work-affecting quality
of service provided by PROFESSIONAL EMPLOYERS PRIVATE LIMITED.
They also ensure that all personnel assigned responsibilities to execute job affecting
service quality meet the defined minimum competency requirements.
TRAINING
1.0 The responsibilities related to identification of training need and subsequent
training related to different level of employees and different field as identified
in following table.
Providing /
Training Need Evaluation of
Level Orientation Arrange
identification Training
Training
Sr. Manager or Director / Director / Director / Director /
Manager Sr. Managers Sr. Managers Sr. Managers Sr. Managers
Sr. Manager / Sr. Manager / Sr. Manager / Sr. Manager /
Assist & Staff
Managers Managers Managers Managers
2.0 New employees are hired using the minimum qualification & Experience
requirement for that level as defined in job descriptions.
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3.0 In case where employee(s) meets the defined and approved hiring criteria of
Professional Employers Private Limited then he / she can be employed and
provide orientation / training and during probationary period closely
monitored.
4.0 For employees of the level of peon / office boy the hiring criteria are not
applicable.
ORIENTATION OF NEW EMPLOYEES
5.0 Director prepared the orientation program whenever any new Sr. Manager or
manager is inducted.
6.0 The orientation program is prepared keeping in view the job responsibilities of
the designation.
7.0 The orientation program for managers contains at least the following topics.
o Understanding of quality policy

o Study of Quality manual
o Relevant Procedures
o Administrative rules and regulation of the company
o Facility Visit
o Interaction with other employees for understanding of operation
8.0 The orientation program may be continuous for the whole probationary period.
TRAINING NEED IDENTIFICATION
9.0 The designations outline in above table identifies the training needs of their
direct reports using the following criteria where applicable.
o Change in company’s policy and procedure
o Induction of new process of new equipment
o Change in working instruction
o Frequency non-conformities related to an individual.
o Management Training
o Technical trainings
o ISO awareness
An individual need can also identify the training for himself.
10.0 The dept. Head / in-charges assess the validity of training needs. And if find
necessary arranges the training for that individual.
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CONDUCTING TRAINING
11.0 The designation outline in the above table can arrange the internal or external
training of their direct reports depending upon the type of training.
12.0 For external training the institution be selected based on its reputation and
after selection external training plan is prepared by MR and gets approved by
Director.
13.0 For internal training the trainer are selected based on their experience,
Qualification and performance.
VERIFICATION OF TRAINING
14.0 The department Head / In-charges or trainers himself verifies the effectiveness
of training by using any of the following method.
o Oral
o Demonstration
o Written
o Practical
15.0 If the performance of that individual indicates re-training or for their training the
training duration is extended.
16.0 The effectiveness of training is again verified after the re-training.
S/N Document Number Retainer Retention time

o
1. Training record of Employee QR-6.2-03 MR Till Employment
2. Training Plan QR-6.2-02 MR Till Employment
3. Orientation Program QR-6.2-01 MR Till Employment
6.3 Infrastructure and Work environment
Maintenance of Equipment
o IT Manager is responsible for taking the computer backup of company server

on Monthly Basis and Maintain the Computer on weekly basis.
S/N Document Number Retainer Retention time

o
1. Computer Back-up Log QR-6.3-01 IT Manager Three Year
2. Computer Maintenance Log QR-6.3-02 IT Manager Three Year
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SERVICE
Realization
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7.1 PLANNING OF REALIZATION PROCESSES
o PROFESSIONAL EMPLOYERS PRIVATE LIMITED’s operational activities are HUMAN

RESOURCE OUTSOURCING, HR MANAGEMENT CONSULTANT & VERIFICATION
SERVICES.
o Providers of Human Resources and HR Consultancy.
o To perform these operational activities in conformance with the requirements
of its customers and with PROFESSIONAL EMPLOYERS PRIVATE LIMITED’s own
quality system, planning of these product realization processes is performed.
o Planning stipulates the mechanism for the identification of product
requirements and its dissemination to relevant personnel for controlling the
realization process. Planning identifies the resources (including
equipment/machines) documentation requirement (Procedures/Process
Flows/Forms) necessary for the fulfillment of realization processes. It also
identifies the measuring and monitoring activities like inspection; verification
through out the process realization and the activities related to release and
delivery activities. Planning also identifies the records that provide the
evidence of conformity to the planning.
PERFORMANCE MEASUREMENT METHODS & CRITERIA
The performance of PROFESSIONAL EMPLOYERS PRIVATE LIMITED service will be

measured by following Methods:
9 Customers’ feedback
9 Data analysis
9 Nonconformance reports &
9 Internal quality audit results.
o Procedure for Customer Related process (See 7.2.1)

o Procedure for Control of provisions of Services (See 7.5.1)
7.2 CUSTOMER-RELATED PROCESSES & COMMUNICATION
Determination of requirements related to the Services:
Requirements related to services are determined through:

• Customer inquiries and orders / request
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Customer Inquiries Receipt and Review:
The company receives inquiries from customers through letter, fax, email, personal
visits, etc. the inquiries are received by Relationship department:
The information in inquiries includes:

• Services Specifications
• No. of Employees required
• Capabilities of Employees
Relationship Department reviews the inquiries as follows:
a) In Service specifications, the following things are reviewed:

- HR consultancy Required or HR Placement Required
- No of Personnel Required
- Interview of Personal required from PEOPLE or from client
- Salary Limitations
- Date of completion the task
Preparation and Review of Proposal:
Relationship department discusses the above-mentioned details with the customer.

Relationship department submit a detailed technical and financial proposal to client.
After the finalization of all the terms and conditions clients sends a confirmed work
order or agreement through fax, letter, email, etc.
Director / Head of Relationship Department Reviews the contract / order before the
acceptance of order.
Amendments in Contracts / Order:
In case the customer desires to change any requirement after the order has been
confirmed, Director or Relationship Department reviews the nature and impact of
change desired. Depending on the nature and scale of change, the amendments
and the changes are approved by Director.
One copy of amendments is sent to the customer.
The old copies are either destroyed or stamped “OBSOLETE”.
Legal and Regulatory Requirements:
Legal and regulatory requirements, if any, which apply to company’s services, are
identified and a list is maintained by MR.
Analysis of Customer Feedback:
The feedback from customers is compiled and reported by MR on annually basis
These results are presented as input in the management review and analyzed for
improvements.
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Customer Communication:
The company communicates with customer regarding information related to:
- Service Specifications
- Order or contract requirements`
- Customer feedback (including customer complaints)
The communication channel includes:
- Phone / Fax
- Letter
- Email
- Personal Visits
Relationship Department is responsible for communicating with clients regarding the

above mentioned information.
Customer Complaints:
Relationship Department is responsible for handling the customer complaints. The

complaint may be related to, but is not limited to, following cases.
- Non-conforming Services
- Late Response
- Any other Problem
The complaint is received by Relationship Department through email, fax, letter or it

may be communicated directly through telephone or personal visit to client, the
complaint is reported to Director / Head of Relationship Department if that is of serious
nature.
Corrective Action on Customer Complaints:
Relationship Department then takes a corrective / preventive action request (CPAR)

on the complaint.
Director or MR follows up the implementation of corrective action, if required.
Analysis of Customer Complaints:
Only serious complaints are compiled and analyzed by MR, and actions are taken for
improvements.
S/ Document Number Retainer Retention

No time
1. Customer Feedback Form QR-7.2-01 MR 03 Years
2. Contract Review Sheet QR-7.2-02 MR Min. 3 Year
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7.3 Designs and / or Development
Professional Employers Private Limited is not involved in designing of any product

therefore this clause is not applicable on Professional Employers Private Limited.
7.4 Purchasing Process
Responsibilities:
MR or Admin Manager is responsible for selection, pre-qualification and registration of

suppliers.
MR or Admin Manager is responsible for continual evaluation and performance

monitoring of approved suppliers.
Company Purchases:
See Purchase Process Flow.
Initial Evaluation and Registration of Suppliers:
The aim of evaluation is to ensure that the supplier has the capability to supply
products and services that fully meet the requirements of the company.
Existing Suppliers:
Company’s existing suppliers, who have been dealing with company for more than
six months, are evaluated on the basis of their previous performance history. MR or
Admin Manager is responsible for evaluation of existing suppliers. The results of
evaluation are recorded on the Supplier Evaluation Form.
The Supplier Evaluation forms are reviewed and approved by MR. After approval, the
suppliers are registered in the list of approved suppliers by MR. Evaluation record and
list of approved suppliers are maintained by MR or Admin Manager.
New Suppliers:
New suppliers are initially selected based on the following factors:
- Market Reputation
- Experience and reference of other clients
- Credit facilities
- Price
List of approved suppliers are maintained by MR or Admin Manager.

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Continual Evaluation and Analysis of Suppliers Performance:
The suppliers’ records are compiled and analyzed annually by MR or Admin

Manager. These analyses are reviewed in MRM. Based on this analysis, counseling
and training is given to the suppliers for improvements, if required.
Receipt and Verification of Materials:
At the arrival of materials, it is sent to the Receiving Area. The Admin Department
verifies the quantity of material against the Delivery Challan and records it in Stock
Register.
In case the material is rejected, Admin Department segregates the material in the
Receiving section and identifies as REJECTION. Admin Department prepares the
Corrective and Preventive Action Request and contacts the concerned supplier to
discuss the nature of nonconformity material, the nonconforming material is either:
- Rejected and replaced

- Accepted as it is basis
The settlement is recorded on the Corrective and Preventive Action Request by

Admin Department. In case of replacement, the supplier makes arrangements for
collecting the nonconforming material.
Spot Purchase of Spares:
The spot purchasing is made by the Admin Department from the market, No report is
made.
Purchasing Date:
Purchasing date is maintained in the admin department.
S/N Document Number Retainer Retention

o time
01 Suppliers Evaluation Form QR-7.4-01 MR Min 3 Year
02 List of Approved Suppliers QR-7.4-02 MR Min 3 Year
03 Purchase order PEPL-PUR-PF01-F02 MR Min 3 Year
04 Stock Register PEPL-PUR-PF01-F03 MR Min 3 Year
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7.5.1 Process Control

After getting final work order from customer. Relationship Department is sent the request
to CPU department for hiring the staff. Hiring process will be completed as per Process
Flow.
Identification and traceability
Every employee has the unique employee code and a separate file.
Customer Property:
Relationship department is responsible for handling the customer property (if any).
If customer property etc. are damaged or otherwise found to be unsuitable, not clear or
conflicting, this shall be reported by Director on Corrective and Preventive Action Request
and a record is maintained.
Process Flow charts of Departments
7.6 CONTROL OF MEASURING AND MONITORING DEVICES
PEOPLE does not use any measuring and monitoring devices in the company, this clause
is excluded and not applicable in the system.
Measurement, Analysis and Improvement
8.1 GENERAL
Professional Employers Private Limited plans and implements monitoring, measurement,

analysis and improvements processes needed:
◊ To demonstrate conformity of services

◊ To ensure conformity of the quality management system and,
◊ To continually improve the effectiveness of the quality management system.
This includes the determination of the need for and use of applicable statistical
techniques.
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8.2 MEASUREMENT AND MONITORING

8.2.1 CUSTOMER SATISFACTION
Customer Relationship Department collects the customer satisfaction / dissatisfaction

data form two sources.
1. Customer Feedback
2. Customer complaint
Customer Complaint
o Relationship Department receives customer complaint from customer via any
mean i.e. either verbally or in writing and records received complaint on
Corrective and Preventive action format.
o Relationship Department assigns an appropriate person to investigate the causes.
o Customer is informed about this initiation (could be verbal this time).
o The assigned person reports back to Director with the result of his investigation
recorded on corrective and preventive action.
o Relationship Department decides in consultation with / without relevant personnel
about the corrective action to be taken to eliminate the cause(s).
o This corrective action is equal to the magnitude of the problem while considering
the risk encountered.
o The action is implemented through concerned personnel. MR assigns a person to
verify whether the implemented action is effective in eliminating the cause(s) of
complaint.
o After confirmation Relationship Department closes the complaint and the whole
process is recorded on Log Sheet. MR completes the log sheet and informs
Director about the end result who then inform customer if required.
o This communication could be verbal unless the customer has raised his complaint
in writing or have asked to inform about the results in writing.
o Customer Feedback
o Relationship Department Sends feedback format to customer via email or through
courier on six monthly basis.
o Relationship Department receives customer feedbacks and MR performs analysis
of all received customer feedback to check the customer satisfaction level.
o Results of these analyses are then discussed in Management review meetings
SUPPORTING DOCUMENTATION
S/N
o
Corrective and Preventive
1. QR-8.3-01 MR One Year
Action
2. Customer Feedback QR-8.2.1-02 MR One Year
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8.2.2 INTERNAL AUDIT
FREQUENCY OF AUDIT
o Internal quality audit of all division / department shall be carried out at least once
per year. Director can increase the audit frequency depends upon the status and
importance of the activities to be audited.
o AUDITORS TRAINING
MR will arrange a training program with the help of consultant in which selected
individuals will be trained as an internal auditor. The MR department will also keep
and maintain the training records of each individual as per procedure.
Company may appoint consultant to audit as per plan, then any consultant can do
audit on the behalf of company he prepares audit report by using same format,
which are attached with this procedure.
o AUDIT PLAN
An internal audit Plan QR-8.2.2-01 shall be issued to all relevant division /

departments, which lies under the of ISO 9001:2008 quality system. This plan shall
contain the details like audit date, name of auditors and auditee.
This audit plan prepared by MR and approved by Director.
MR shall ensure that the team of the auditors are unbiased, competent and does
not belong to the department to be audited.
o CHANGE (S) IN AUDIT PLAN
Change(s) in audit schedule either by auditor or the Director approves audit.
o CONDUCTING INTERNAL QUALITY AUDIT
MR circulates reminder notice QR-8.2.1-05 for internal quality audit to all concerned
before audit day.
Auditors use Quality manual, procedures, work instruction, records & other related
documents as audit checklist.
Auditors conducts internal audit as per schedule, records the observation sheet QR-
8.2.1-02 and decides for conformance / non-conformance.
Against each non-conformance the auditor shall issue a non-conformance report
QR-8.2.1-03
Disputed matter shall be resolved by the MR or in management review meeting.

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After completion of audit, auditors shall prepare audit report QR-8.2.1-04 describing
the general findings of the audit. Auditors shall submit the audit report including non-
conformance reports, to the auditee for corrective action and to MR for record.
o CORRECTIVE ACTION
Department heads shall suggest corrective / preventive actions against each
nonconformance and also give target date of completion. After completing the
form, concerned department head shall send the report to MR.
After the target date, MR shall send the auditors to check weather non-
conformance has been removed or not. If non-conformance is removed, auditor
shall close the report otherwise decides a new target date.
MR shall discuss the results of internal auditing in MR meeting in accordance with
Management review meeting procedure.
S/N
o
1. Audit Schedule QR-8.2.2-01 MR 3 Year
2. Non-conformity Report QR-8.2.2-03 MR 3 Year
3. Audit Report QR-8.2.2-04 MR 3 Year
4. Audit notification QR-8.2.2-02 MR 3 Year
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8.2.3 MEASUREMENT AND MONITORING OF PROCESSES
o PROFESSIONAL EMPLOYERS PRIVATE LIMITED measures not just its services, but
also its QMS processes in order to demonstrate the continuing suitability of
these processes to achieve planned results and for continual improvement.
Internal Quality Audits and Statistical data analyses are the methods used for
monitoring and measurement of QMS processes.
o The results of process measurements, arising from above methodologies, are
fed to management for review by Management Representative
o The review will be conducted to do correction and take corrective actions for
the conformity of the process and services.
8.2.4 Measurement and Monitoring of services:

o At PROFESSIONAL EMPLOYERS PRIVATE LIMITED the inspection and verification
activities are performed at appropriate stage to determine the conformance of
the services with specified/planned requirements. These activities are identified in
the “Process Flow Chart of Hiring and other department”.
o The results of inspections are recorded to indicate conformity / nonconformity
and also authority for release (ref see purchase and Process control Procedure /
Section and identification).
8.3 & 8.5 Control of Nonconforming Services and Corrective & Preventive
Actions
Identification and control of nonconformance
To ensure the identification and control over non-conforming services so as to
prevent its unintended use or delivery, PROFESSIONAL EMPLOYERS PRIVATE LIMITED
ensures the following controls at these stages:
Identification of nonconforming candidate:
o The CVs of candidates stored in Database, before the hiring of any individual
and before placing them with the customer various check are performed as per
Hiring Process Flow.
Corrective actions
Corrective actions may be requested in one of the following Cases:
a) A non-conformance detected during Professional Employers Private Limited
in-process inspections.
b) A non-conformance reported by customer.
c) A non-conformance identified during internal quality audit.
d) A non-conformance identified during review of analyzed data.
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In each of the above cases, Director/MR ensures that:

- Non-conformity is reviewed.
- Causes of non-conformance have been determined.
- Need for actions to avoid re-occurrence are evaluated.
- Corrective actions are determined and implemented.
- Recording results of corrective actions on:
QR-8.3-01 for category (a), (c), (d), (b)
Preventive actions
Preventive actions may be initiated, on QR-8.3-01, when one of the following inputs is
received.
a) A suggestion by any individual of Professional Employers Private Limited on the
basis of his observation of service/product/equipment/ processes etc.
b) Initiated by members of top management on the basis of management
review.
c) Initiated by Management Representative on the basis of trends, customer
complaints, and analysis of data.
In each of the above cases, MR/Director ensures the following:
o Investigate/determine the causes of potential non-conformity
o Evaluate the need for actions to prevent occurrence of non-conformity
o Determine and implement preventive actions
o Record results of actions taken on QR-8.3-01
Director / concerned departmental head(s) closes out QR-8.3-01 after
ensuring/reviewing the effectiveness of actions taken. MR also keeps all completed
CPA’s as record, and may follow up with relevant person where a corrective action
is not being taken in time.
S/N
o
1. Corrective and Preventive Action QR-8.3-01 MR 3 Year
2. CPA log sheet QR-8.3-02 MR 3 Year
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8.4 ANALYSIS OF DATA
The company collects and analyzes appropriate data to evaluate the suitability and
effectiveness of the quality management system and to identify areas for continual
improvement. This includes data generated by measuring and monitoring activities
and other relevant sources. Decisions based on facts are based on effective and
efficient use of appropriate statistical techniques.
The analysis of data provides information on:
a) Customer satisfaction and/or dissatisfaction;

b) Conformance to customer requirements;
c) Characteristics of processes & services and their trends;
d) Suppliers.
Responsibility Presentation
S/No. Source of data Frequency Record #
Collection Analysis method
Services Confirmation & Customer Satisfaction
Head of
Customer
1. Relationship MR Quarterly Bar Chart QR-8.4-01
Feedback
Management
Head of
Customer
2. Relationship MR Quarterly Bar Chart QR-8.4-02
Complaint
Management
Supplier Performance
Supplier
3. DMR MR Yearly Bar Chart QR-8.4-03
Evaluation Form
QMS performance
4. Audit Analysis MR MR Six Monthly Bar Chart QR-8.4-04
5. CPA analysis MR MR Quarterly Bar Chart QR-8.4-05

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Change Record
Previous Revised Record

Approved
Sr. Revised Reviewed
Page Issue Change Done Revised by
No. Issue # Issue by MR
Number Date Issue # Chairmen
Date
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Appendix-01
(Organization
Chart)
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Appendix-02
(Job descriptions)
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Appendix-03
(Quality Policy)
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Appendix-04
(Quality Objective)
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Appendix-05
(PROCESS FLOW
CHARTS)
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Appendix-06
(Forms)

Quality Manual PEOPLE Revised Without Co Policy 25-08-2009

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Professional Employers Private Limited

PEOPLE’s mission is to build value based relationships by providing reliable

SCOPE OF THE MANUAL 04

QUALITY MANAGEMENT SYSTEM 06

MEASUREMENT, ANALYSIS AND IMPROVEMENT 28

DEPARTMENTAL ORGANIZATIONAL CHART Appendix- 01 35

JOB DESCRIPTION Appendix- 02 36

QUALITY POLICY Appendix- 03 37

QUALITY OBJECTIVES Appendix- 04 38

PROCESS FLOW CHART Appendix-05 39

S.No KEEPER / RETAINER

SCOPE OF THE QUALITY MANUAL

ISSUE AND CONTROL OF QUALITY MANUAL

The Quality Manual is reviewed by Management Representative, and approved by the

OUT SOURCE PROCESS:

1.1 GENERAL REQUIREMENTS (Clause 4.1 of ISO 9001:2008)

Professional Employers Private Limited, has established, documented, implemented,

a) System level procedures that describe the activities required to implement

• Departmental Organizational Chart PEOPLE-Dept Abv..-ORG-01

2.0 DOCUMENT REVIEW AND APPROVAL

2. Quality Policy MR Director or MR

3. Quality Objectives MR Director or MR

4. Job description HOD Director or HR

5. Organ gram HOD Director or HR

3.0 CONTROL MECHANISM

5.0 AVAILABILITY OF DOCUMENTS

6.0 CHANGES IN DOCUMENTS

7.1 MR is authorized to make minor hand written amendments (addition/deletion of

CONTROL OF QUALITY RECORDS

Disposition of Expired/Old Records

o Destroy the record by any suitable method.

5.1 Management Commitment

Top Management of PROFESSIONAL EMPLOYERS PRIVATE LIMITED comprises of

Top management of PROFESSIONAL EMPLOYERS PRIVATE LIMITED is fully committed to

a) Communicating at all levels in the organization the importance of meeting

5.2 Customer Focus

The management of PROFESSIONAL EMPLOYERS PRIVATE LIMITED, at appropriate levels,

Procedure for Order Review (See 7.2.1)

5.3 Quality Policy

Top Management of PROFESSIONAL EMPLOYERS PRIVATE LIMITED has defined quality

• Top Management establishes Quality Objectives, measurable and consistent to

5.4.2 Quality Management System Planning

• Top Management is responsible for planning of QMS including identification of QMS

5.5 Responsibility, Authority and Communication

Departmental Organizational Chart

a) Ensuring that processes of the quality management system are established,

Interoffice memo for appointment of

o Management Representative (MR) & DMR

5.5.3 Internal Communication

The Quality management System at PROFESSIONAL EMPLOYERS PRIVATE LIMITED shall be

Frequency and Scheduling

3.0 Following agenda points are discussed in management review meeting

o Quality Objective & Quality Objective(s)

Management Review Meeting (MRM)

Management Review Meeting Minutes / Output of Meeting

2.0 RELATED DOCUMENTS:

S/N Retain Retention

6.1 Provision of Resources

• The top management of PROFESSIONAL EMPLOYERS PRIVATE LIMITED determines

6.2 HUMAN RESOURCES

MINIMUM COMPETENCY CRITERIA

ORIENTATION OF NEW EMPLOYEES

An internal audit Plan QR-8.2.2-01 shall be issued to all relevant division /

Change(s) in audit schedule either by auditor or the Director approves audit.

Disputed matter shall be resolved by the MR or in management review meeting.