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QUALITY MANUALDOC No.- QM / 01/01 ISSUE DATE: 02/08/2006

QUALITY MANUAL

Compliance for ISO 9001:2000

Document No. : QM/01

Effective Date : 02/08/2006

Issue Date : 02/08/2006

Copy No. : 01

Copy To : MR

TABLE OF CONTENTS

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S. No Clause Description

Issue Control Distribution1.1 Introduction

2.1 Purpose2.2 Scope2.3 Exclusion3.0 Abbreviations4.0 Quality Management System4.1 General Requirements4.2 Documentation Requirements4.2.1 General4.2.2 Quality Manual

4.2.3 Control of Documents4.2.4 Control of Records5 Management Responsibility5.1 Management Commitment5.2 Management Focus5.3 Quality Policy5.4 Planning5.4.1 Quality Objectives5.4.2 Quality Management System Planning5.5 Responsibility, Authority & Communication5.5.1 Responsibility & Authority5.5.2 Management Representative5.5.3 Internal Communication5.6 Management Review5.7 General5.8 Review Input5.9 Review Output6 Resource Management6.1 Provision of Resource6.2 Human Resources

6.2.1 General6.2.2 Competence, Awareness & Training

6.3 Infrastructure6.4 Work Environment7 Services Realization

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1.0 ISSUE CONTROL DISTRIBUTION

ISSUE

This Quality Manual has been prepared in accordancewith ISO 9001:2000 standards. It outlines the qualitysystem requirements, which the Organization hasadopted to meet the requirements of the standards.

The Management Representative shall issue thisManual. It shall be controlled as per the Clause 4.2.3 of this Manual. All authorized holders as per distributionlist shall be responsible for implementation of thequality system in their respective area.

Individuals in possession of the controlled copies shallreceived revision or amendments as and when issued.

Quality Manual may be issued outside the Organization(if required). It shall however not be controlled, shallnot have copy no. And shall be stamped ‘Uncontrolled’.No Distribution record shall be maintained.

This Quality Manual consists of total no. of 26pages.

Issued By : MR Approved By : MD

DISTRIBUTION This Manual shall be distributed as per the followingdistribution list:

Copy No. Holder1 MR2 MD3 Certification Body

Note: M.R. copy shall be treated as the MasterCopy

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2.0 PURPOSE & SCOPE

The Purpose of this quality manual is to describe the

quality system adopted by the organization. It has beenprepared to outline how the organization conducts itsown affairs with respect to the achievement andassurance of quality. It is also intended to serve as adocument for the organization’s own staff andworkforce for the understanding the organization’spolicy and procedures.

SCOPE

The Quality Manual describes the way in which thequality system operated by the organization satisfiedthe requirement of ISO 9001:2000. The system isapplicable to for the Scope of -

“ PROVIDING COMPETENT MAN POWER SUPPLIESTO THE CLIENTS ABRAOD AGAINST THEIRREQUIREMENTS“

ORGANIZATION DETAILS :Name of Organization : PIONEER TRAVELSAddress : A406, SHIV

CHAMBERS SECTOR-11, CBD BELAPUR

Telephone : 022 27564966Services : MANPOWER SUPPLIESName of ManagingDirector

: Mr VIJAYAN

MR : Mrs. SHREEJA NAIR

EXCLUSION

CLAUSE: 7.3 DESIGN AND DEVELOPMENT

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This clause is not applicable to us we are in services of Man Power supplies as per requirement from clients.

CLAUSE: 7.4 PURCHASING

This clause is not applicable to us we are in services of Man Power supplies as per requirement from clientsand doesn’t involve any purchasing that is carried withour product.

CLAUSE: 7.5.2 PROCESS VALIDATION

This clause is not applicable to us we do not involve anyspecial process that requires validation. Therecruitment is done by the method which the customerdemand.

3.0 ABBREVIATION

S.No.

Abb. Description

AR Amendment Records

Doc. DocumentsFC Flow ChartIA Internal AuditMR Management RepresentativeMRM Management Review MeetingNC Non conformityNo. NumberQ.M Quality ManualQC Quality Control

Rev. RevisionServ. Services

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4.2 DOCUMENTATION REQUIREMENTS:4.2.1 GENERAL

The organization has developed and documented itsquality system to ensure that Services conform to thespecified requirements. The quality system covers theorganizational structure, responsibilities, procedures,processes and resources for implementing effectivequality management.

The quality system documented in this Quality Manual,describes the policies and procedures in the variousarea of the organization regarding different functionthat ensure compliance to the requirements of ISO9001:2000 standard.

The detailed Organization Structure is given asannexure of the manual. (Refer: Annexure - V) .

The Quality Policy and Quality Objective statements aregiven in Section 5.3 and 5.4.1 respectively.

The required procedures regarding compliance to therequirements of ISO 9001:2000 standard areestablished and documented. Refer – Annexure-IV

4.2.2 QUALITY MANUAL (QM/ 01)

This document defines the policy and objectives of theorganization addressing the requirements of ISO9001:2000. It refers to the other levels of qualitysystem documentation at appropriate place. Eachsection of the manual describes a particular aspect of the quality system and related procedures. All theClauses are applicable and addressed in the QualityManual except 7.3. There is design clause (7.3) hasbeen excluded from this quality manual butdevelopment has been included.

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The organization has established the interaction of theprocesses.

This Quality Manual shall be numbered as QM / XX / YYwhere –

QM: Quality ManualXX : Revision No. of the Manual YY : Issue No. of the Manual This document has been authenticated at page no. 5 of this manual by MR and Managing Director.

4.2.3 CONTROL OF DOCUMENTS

Document Control procedures is applicable to alldocuments described in section 4.2 of the qualitymanual. It shall also be applicable to various externalstandards, specifications that are used in theorganization.All documents shall be controlled by M.R prior to issueto all concerned. Changes to controlled documents shallbe reviewed, approved and re approved and documentsupdated as per this manual.

The required procedures regarding compliance to therequirements of ISO 9001:2000 standard are

established and documented (Refer- PP/PR/01/01)

4.2.4 CONTROL OF RECORDS

Records at various areas of the organization, qualitysystem shall be maintained in relevant formats,registers etc. using suitable identification nos. Theconcerned departments generating these records shallbe responsible for its maintenance in a Owner mannerso that it becomes legible and retrievable. The methodfor controlling the records is controlled by Master list of Quality Records. (Refer- PP/PR/02/01)

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5 MANAGEMENT RESPONSIBILITY

5.1 MANAGEMENT COMMITMENT:

The Top Management has provided the evidence of itscommitment to the development and implementationof the quality management system.Communicating to the organization the importance of meeting customer’s requirements. The applicablestatutory and regulatory requirements have beencommunicated with in the organization. The detailshave been given clause no 7.2.1. The minutes of ourManagement Review Meeting shall include thediscussion on above point.

The MR shall communicate the same with in the

organization.

Top Management has established the Quality policy andQuality Objectives.(Ref: 5.3 & 5.4.1)

Management has established the methods havingManagement reviews after every Internal Auditregarding compliance to the requirements of ISO9001:2000 standard & Quality Audit to improve theeffectiveness of the QMS continually.

The top management ensure the availability of resources required, which are reviewed in the MRM.

5.2 CUSTOMER FOCUS:

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All the requirements needed for the organization shallbe obtained from the customers/Dealer through theOrder raised by them. The dealer/distributor arerequested to give feedback on the level of their

satisfaction. This will help the organization to enhance the customersatisfaction continuously. To make Organization moreCustomer Focused, Organization also takes valuableinput from the Customer as Feedback/ remarks/recommendations and the top management alsoconsiders the 8 management principles for continualimprovement.

1. Customer Focus2. Leadership3. Involvement of People4. Process approach5. System approach to Management6. Continual improvement7. Factual Approach to decision making8. Mutually beneficial supplier relationships

5.3 QUALITY POLICY

Top Management has formulated Quality Policy givenbelow with the view to ensure that the quality policy isAppropriate to the purpose of the organization.Includes a commitment to comply with requirementsand continually improve the effectiveness of the qualitymanagement system.Provides a framework for establishing and reviewingquality objectives time to time.Communicated and understood within the organization.Reviewed for continuing suitability.

PIONEER PLACEMENTS, NAVI MUMBAIQUALITY POLICY :

“We at PIONEER TRAVELS are committed to :

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We decided to focus our energies on enterprise recruitment services and job opportunitiesto our candidates. This focus ensures our growth.

Clients’ looking for solutions to competent Recruitments, is the challenge we seek; and

the opportunity to adopt new improved Services.

Collaborating with our candidates to find solutions and teaming to create somethingvaluable for our Clients, candidates and the community at large - is what drives us.

This commitment will be achieved through implementation, maintenance and Continualimprovement of our Quality management system conforming to ISO 9001:2000.

All employees of the Organization know the Quality Policyand everyone in theOrganization understands the Intent of the policy.

Approved By: MD

All employees of the Organization know the QualityPolicy and everyone in the Organization understandsthe Intent of the policy.

The Quality Policy is communicated and understoodwithin the organization and available in English and

local language at different areas of the Office.

5.4 PLANNING

5.4.1 QUALITY OBJECTIVES:

The quality objective of the organization has beenestablished and documented.

Our Quality Objectives are as below:

o 100% Recruitment ON-TIME against the Client’srequirements.

o Receiving 95% Customer Feedback for “A” gradeServices.

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We plan to achieve the above objectives till the end of the year 2007.

To Achieve the Quality objectives MD has strategy to

meet out the business targets and in scheduled MRMthese objectives will be discuss to verify theeffectiveness of the planned strategy.

5.4.2 QUALITY MANAGEMENT SYSTEMPLANNING :

All the resources required to meet the contractedrequirements are made available.All the facilities and manpower been providedaccordingly.

The processes are well established based on theexperience gained by the organization.

The Integrity of the QMS is maintained through regularInternal Audit and MRM so the working of the qualitymanagement system is not affected during changes inthe QMS are planned and implement.All the planning and programs is monitored through theManagement Review Meeting at defined intervals.

5.5 RESPONSIBILITIES, AUTHORITY ANDCOMMUNICATIONS:

5.5.1 RESPONSIBILITY AND AUTHORITY:

The organization structure is shown in the organizationchart along with responsibility and authority. (Ref:Annexure -V)

This structure simply shows functional relationship andresponsibilities. The MD is responsible for establishingthe Quality Policy and Quality Objectives & also chairingthe Management Review Meeting. MD also having theresponsibility of MR to look after all ISO –9001Certification work.

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The responsibility of each individual is defined,documented and made known to him/her separately tounderstand his/her duties. (Ref: Annexure -V)

5.5.2 MANAGEMENT REPRESENTATIVE (M.R.) The Manager is Management Representative (M.R.) Heshall be responsible for: -Ensuring that the requirements of the Quality systemstandard as stated in this manual are maintained withinthe organization.

Takes care of all quality system documents as M.R.Responsible for providing trainings and maintainingthere records.Conducting internal audit periodically to check theadequacy of the quality system and its effectiveimplementation.Makes the audit plan, nominates the Auditors.Apprise the management of the result of the internalaudit.Plans the Management Review as per agenda andkeeps records of the same.Report on the performance of the quality system to the

management for review, which will act as a basis forimprovements.Management Representative is responsible to Control of all quality records, Organizing & SecretariatManagement Review meeting.Ensuring that all employees are well aware of customerrequirements and communicate the customerawareness within the organization.Ensures that the Quality system is established,implemented and maintained in line with ISO9001:2000 requirements.Liaison with external Certification bodies on behalf of the organization.

5.5.3 INTERNAL COMMUNICATION:

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The internal communication in regard to theprocess of Quality management system in variousDepartments is effected through the various documentssuch as Formats, Notice Board and through formal

letters.5.6 MANAGEMENT REVIEW:

5.6.1 GENERAL

The Management Review Meeting shall be conductedonce in 6 months. The MR shall record the Minutes of the MRM.REF- Minutes of MRM – MR/01

5.6.2 REVIEW INPUT

The input to management review shall includeinformation onResult of internal / external audits.Quality Policy & Objectives.Customer feedbackCustomer Complaints.

Process performance and Services conformity/continualimprovement.Status of preventive and corrective actions.Follow-up actions from previous management systemreviews.Changes that could affect the quality managementsystemRecommendations for improvement.Resources requirement.Any other points raised by members.

5.6.3 REVIEW OUTPUT

The output from the management review shall includeany decision and actions related to

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Improvement of the effectiveness of the qualitymanagement system and its processes.Improvement of Services and services related tocustomer requirements, and resources needs.

The agenda shall be prepared and circulated inadvance by the M.R.

The minutes of the meeting shall be recorded andcirculate at all the concerned members of theManagement review Meeting . The minutes of themeeting shall include action plan for correctivemeasures, responsibility and target date forcompletion; implementation of the corrective measuresshall be monitored by the M.R.

6 RESOURCE MANAGEMENT:

6.1 PROVISION OF RESOURCES

The Organization has identified the facilities andmanpower depending upon the types of organizationrelated activities. Subsequently these have beenupgrading from time to time commensurate with the

changing requirements. The management ensured that the adequate resourcesare provided toImplement & improve the process of qualitymanagement system and address customersatisfaction.Reviews of resources requirements are carried out inMgmt Review Meeting.

6.2 HUMAN RESOURCES

6.2.1 GENERAL

The organization ensured the availability of skilledmanpower with appropriate education, training, skill

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and experience so Organization can assure forServices/service quality.

6.2.2 COMPETENCE, AWARENESS AND TRAINING

Organization has a well-defined system of:Identifying competency needs for personnel performingactivities effecting Services quality. (Refer: MR/08/01)

Training plan is prepared as per training needidentified. Training are provided to satisfy these needs.(Refer: Training Plan MR/09/01)Given Training shall be recorded. (Refer: TrainingPlan MR/10/01)

Training evaluation method is to verify theeffectiveness of training provided. (Refer: Trainings &Effectiveness Records MR/11/01)

6.3 INFRASTRUCTURE

Building Workplace & Associated Utilities – Theorganization has adequate, well-ventilated buildingsand associated facilities.

Transport Facilities are used as per the need of the

contracts for customer proper care is taken for thedelivery of Services and services as & when required. Itis looked after by the Field OfficerAll Computer and other Equipments are in place andmaintained regularly. It is looked after by the ComputerOperator.All communication general in nature for uses of employees are communicated through, Notice Board/Internal Memos / emails.All communication with / from out side parties(customer/supplier) are done verbally/writing records/e-mail are maintained as & when required.Both the internal and external communications ishandled by the Co-ordinator.

6.4 WORK ENVIRONMENT

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For providing Services the good working environmentsis required. The organization is maintaining the workingenvironment to assure the conformity of Services to the

requirements.

7 PRODUCT (SERVICES) REALIZATION

7.1 PLANNING OF PRODUCT (SERVICES)REALIZATION

The planning of the processes to meet the requirementof the customer is achieved through the Procedures andProcess Flow charts.For validation of the Services, The organizationanalyzed the customer feedback.For ensure the resources specific to the ServicesRecords necessary to demonstrate the documentedwork performed.

7.2 CUSTOMER RELATED PROCESS

7.2.1 DETERMINATION OF REQUIREMENTSRELATED TO THE PRODUCT (SERVICES)

The complete details of the Services required by thecustomer shall be obtained through the order raised bythem.

The detail includes the delivery of the Services and postdelivery activities.If there are certain requirements, which are not statedby the customer but necessary for specified or intendeduse, the same shall be asked from the customers oridentified internally.If applicable Statutory and regulatory requirementsrelated to the Services shall be followed as percustomer order specifications.

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We ensure that relevant requirements arecommunicated within the organization.

7.2.2 REVIEW OF REQUIREMENT RELATED TO

SERVICESManaging Director is responsible for New orders andClients.Orders from the Clients are received in written or by e-mail. All the orders are recorded & maintained.All orders are reviewed to ensure that customerrequirements are adequately defined and documented.Any requirement differing from those in the quotationare resolved.

The orders shall be scrutinized to ensure that theOrganization has the capability to execute. The orderswill be reviewed for the Manpower quantity, price anddelivery parameters. After successful review theintimation to the customers shall be done verbal.After an order is accepted it shall be reviewed. TheCustomer shall be confirmed the acceptance of Orderverbally / written.If the customer requests for any amendment, the

organization take the same into the consideration.

7.2.3 CUSTOMER COMMUNICATION:

The Services specification is available to give theinformation related to the Services. The Enquirer,contract or order handling, including amendments shallfollow the route of action as given in 7.2.2.In order to handle the complaints a record is beingmaintained. Any customer complaints are recorded anddiscussed by the Top management. Organization alsotakes valuable input Feedback/ remarks/recommendations for continual improvement form theCustomers.

7.3 DESIGN AND DEVELOPMENT: (EXCLUSION)

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The Organization does not do designing andDevelopment but the organization is involved inRecruitment Services.

7.4 PURCHASING : (EXCLUSION)As the organization is involved only in recruitmentservices, there is no critical purchasing that wouldaffect the product quality.

7.5 PRODUCT AND SERVICE PROVISION

7.5.1 CONTROL OF SERVICE PROVISION

Once the required availability of competent manpoweris ready the conforming Services shall be delivered asper the delivery schedule given by the customer.

7.5.2 VALIDATION OF PROCESSES FORPRODUCTION AND SERVICE PROVISION

The organization has no Special process to be

validated. The validation of the process is done byfeedback from the customer for every stage of therecruitment process.

7.5.3 IDENTIFICATION AND TRACEABILITY:

We identify all the critical documents either from clientsor candidates by the location. The list of the documentsat each location is maintained in the PC as the Masterdata file.

7.5.3 CUSTOMER PROPERTY:

We identify all the critical documents either from clientsor candidates by loction as customer Property. The

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organization is verifying, identifying, protecting andsafeguards customer Property and inform the customerif it is lost, damaged or otherwise found to beunsuitable for use, the records are maintained.

7.5.5 PRESERVATION OF PRODUCTS:

The organization preserves the Clients contractdocuments and CVs of the candidate with identified /respective location. conformity.

7.6 CONTROL OF MONITORING AND MEASURINGDEVICES:

The organization uses computer local software (excel)for the monitoring and measurement of the Servicesquality.

8 MEASUREMENT, ANALYSIS & IMPROVEMENT

8.1 GENERAL

The organization demonstrates the conformity of

Services, Quality Management and continuallyimproves the effectiveness of the QMS. The organization have defined the measurement andmonitoring activities needed to ensure conformity inthe operations performed in the organization.

The Process improvement is an on going activity andmay sometimes need additional measurement andmonitoring activities. The measurements are alsoplanned and implemented while executing theseimprovements.Using data collected at different stages, internal auditand MRM the Organization shall ensure continualimprovement & effectiveness of QMS.In order to demonstrate conformity of the Services,Organization does final inspection. (Ref: Final InspectionRecords, Non-conforming Services)

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To ensure conformity of the QMS the organization hasevaluated the supplier, handles customer complaintsand non-conformities, implements results of audits andMRM held at regular intervals.

8.2 MONITORING AND MEASUREMENT:

8.2.1 CUSTOMER SATISFACTION:

There will be two inputs for the measurement of customer satisfaction:

The Customer Complaints. The Feedback.All complaint received by any media are recorded in theComplaint and corrective and preventive action shall betaken.

To collect the customer feed back, the organizationsend the feedback from to customers and collect thefilled feedback. These feedbacks are complied,analyzed and reported to MD.

8.2.2 INTERNAL AUDIT:

Internal quality audits shall be carried out at interval of every 6 months to monitor continuous effectiveness of the quality management system. The requiredprocedures regarding compliance to the requirementsof ISO 9001:2000 standard are established anddocumented. For details: (Refer: PP/PR/03/01)

8.2.3 MONITORING AND MEASUREMENT OFPROCESSES:

For the monitoring of process internal audit conductedand for measurement of the process planned MRMconducted. The procedure for correction and correctiveaction required to ensure the conformity of the processshall be maintained

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8.2.4 MONITORING AND MEASUREMENT OFSERVICES:

The Services characteristic shall be verified against the

criteria of recruitment. The Services shall not bereleased unless it qualifies the requirement.Responsibility of releasing of the Services after finalinspection shall be given to the Manager.

8.3 CONTROL OF NON-CONFORMING SERVICES:

The organization ensures that Services which do notconform to specified requirements is identified andcontrolled to prevent its unintended use.Items shall be considered to be non-conforming if qualities characteristic are not meeting the specifiedraw material specification, statutory and regulatoryRequirements. This can occur from any inspectionstage.Non-conforming material shall be identified andsegregated. The Corrective and preventive action shallbe taken to eliminate detected nonconformity.

The reprocess of the Services shall be done only when

the same is possible or they will be sent to the store asrejected. The inspection, re-verification and testing of the Services shall be done.In MRM all concern personals shall do analysis of non-conforming material.

The corrective action shall be initiated based on thevarious criticality of non-conformance.

The responsibility of the disposition of non-conformingServices has been defined and also authorize forrelease or acceptance under concession items. Theaction needs on under deviation material shall be takenas per SOP.System non-conformance : At regular intervalsinternal audit shall be conducted of all departments andnon-conformity shall be recorded.

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Appropriate corrective action on the same shall betaken and the verification of the effectiveness shall bedone by the concerned auditor /M.R

The organization does not have any recall procedure for

any performance defect related to the Services after itsuse.

The required procedures regarding compliance to therequirements of ISO 9001:2000 standard areestablished and documented. For details: (Refer:PP/PR/04/01)

8.4 ANALYSIS OF DATA:

In order to evaluate the area for continual improvementthe organization determine, collect and analyze thedata to demonstrate the effectiveness of QMS

The analysis shall be done on the basis of :Customer SatisfactionConformity to Client requirementsAudit ResultsCharacteristics & trends of process and Services

8.5 IMPROVEMENTS

8.5.1 CONTINUAL IMPROVEMENT:

The continual improvements onQuality Policy,Quality ObjectivesAudit ResultsAnalysis of DataCorrective and Preventive Actionwill be discussed and demonstrated during theManagement Review Meetings.

8.5.2 CORRECTIVE ACTION:

The Organization shall take action to eliminate the

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cause of non-Conformance in order to prevent theoccurrence of the problem.

The input for analysis of the problem to take the

appropriate corrective action shall be as follows:- The Recruitment process and quality system non-conformity shall be analyzed to find out the root causeof the problem.

Customer Complaints shall be taken in the Reviewpoints

Joint decision shall be taken to identify the actionrequired in order to prevent the non-conformities

Prioritizing the corrective action and implementation

The result of the action taken shall be recorded andreviewed for the further improvement.

The required procedures regarding compliance to therequirements of ISO 9001:2000 standard areestablished and documented. For details: (Refer:

PP/PR/05/01)

8.5.3 PREVENTIVE ACTION

Organization shall determine action to eliminate thecauses of potential non-conformities in order to preventtheir occurrence.

The root cause of the problem shall be identified.

The sequence of implementation of action needed shallbe determined.

Records of this effect shall be maintained.

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The required procedures regarding compliance to therequirements of ISO The 9001:2000 standard areestablished and documented. For details: (Refer:PP/PR/06/01)

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