HomeQuality Policy

Quality Policy

Top Management of the QSR shall demonstrate that:

QSR is committed to providing Transparent, Neutral, Independent, and Competent Management System Certification Services which reveal commitment of quality among the stakeholders & interested parties and add value to its Client’s Product & Services to the ultimate customer satisfaction.

The Management System of QSR is Established, Maintained and continually improve in accordance with the requirements of the Accreditation Board and to meet all Statutory & Regulatory Requirements in its entire process of Services to meet Accreditation requirements.

QSR will ensure that all possible “conflict of interest” situations arising out of its activities are identified and resolved timely and effectively.

The organization shall create & maintain an environment where each employee contributes to all aspects of our business process and shall strive for continual improvement to meet Customer Satisfaction.

The above policy may be reviewed for any changes, as and when required, by the Top Management. The above Quality Policy will be prominently displayed in QSR Certifications Pvt. office, website, brochures and available to all interested parties.

Procedures

                            Certification & Audit Process

GETTING STARTED WITH THE PROCESS

1. Application Form

Clients are required to fill the essential details of the organization in the application form and share with the marketing team for further review.

2. Contract Review

Our quality team reviews the client requirement and calculates the feasibility & man-days to be delivered in the Stage I Audit & Stage II audit.

3. Quotation / Agreement to Client

Based upon the contract review, Client are required to sign the quotation and legal agreement with the marketing team.

5. Stage-I Audit Planning & Confirmation) –
Based upon the Contract review, Planning team plans the audit date by confirming with the client and auditor as well share the audit release to confirm the both. Detailed audit plan is created by Lead auditor and shared with the client.

6. Stage-I Audit & Audit Report Preparation

Assigned audit team reviews the manual & procedure to understand the organization process and verify that organization have required process or not. Audit team also visits the site and verify the scope of the certification. In Stage I audit, audit team actually verifies the preparedness of the organization for Stage II audit. Based upon the evidences, audit team prepares the report and submit it to the operations team of QSR and provide the audit finding report to client.
Responsibility: Audit Team

7. Audit Set & NC Closure Receiving

During the audit process, QSR operations team shares audit set for filling, signing and stamp by
the client. QSR Operations Team requests the client to submit Audit Set and Closure of the Audit Finding given by the Audit Team to the operations team after the audit.
Responsibility: Operations Team

8. Stage-I Report & NC Closure Review

After the audit, Operations team forward the audit report to the Quality team to review the
report. When audit report is found adequate, Quality recommends the Operations Team to
proceed further with scheduling Stage-II audit for the client.

9. Stage-II Audit Planning & Confirmation

After the successful completion of the Stage I Audit, Planning team plans the audit date by
confirming with the client and auditor as well and share the audit release to confirm the both.
After the sharing the release, Audit Team also provide a detailed audit plan to client. Audit Plan
help the client to prepare themselves for the audit.

10. Stage-II Audit & Audit Report Preparation

Assigned audit team reviews the implementation of the process reviewed in the Stage I and also the Closure status of the findings. Audit team also visits the site and verifies whether, the activities are performed as per the Standard and Organization requirement or not. In Stage II audit, audit team actually, verifies the implementation of the organization. Based upon the evidences, audit team prepares the audit report and submit to the operations team of QSR and provide the audit finding report to client.

11. Audit Set & NC Closure Receiving

During the audit process, QSR operations team share audit set for filling, signing and stamp by
the client. QSR Operations Team request the client after the audit to submit Audit Set and Closure of the Audit Findings given by the Audit Team to the operations team.

12. Stage-II Report & NC Closure Review

After the audit, Operations team forward the completed audit report including successful closure of NCs raised received from client to the Quality team to review. When audit report is found adequate, Quality recommends the Operations Team to proceed further.

14. Decision Making

Decision is taken by the TC team for the issuance of the Certification after receiving confirmation from Operations and Accounts team.

15. Certificate Issue

Based on decision of TC, certificate of registration is issued to client with validity of 3 years.

16.  Surveillance Audit

Surveillance audits are on-site audits, but are not necessarily full system audits. Surveillance audits planned together with the other surveillance activities so that the certification body can maintain confidence that the certified management system continues to fulfill requirements between recertification audits.The surveillance audits conducted at least once a year and the date of the first surveillance audit following initial certification shall not be more than 12 months from the last day of the stage 2 audit. 

16.  Recertification Audit

Re-Certification Audit is conducted prior to expiry of certificate if there is no major change in client organization.

 

 

 

 

 

 

 

 

SUSPENDING, WITHDRAWING OR REDUCING OR EXPENDING THE SCOPE OF CERTIFICATION :

1.1 QSR has the authority to suspend certification in cases where on reviewing the audit reports  and subsequent verification, he arrives to a conclusion that the:-

  • Client’s certified management system has persistently or seriously failed to meet certification requirements, including requirements for the effectiveness of the management system in the surveillance audits
  • The certified client does not allow surveillance or recertification audits to be conducted at the required frequencies as mentioned in the agreement.
  • The certified client has voluntarily requested a suspension in writing to QSR.
  • The certified client has voluntarily requested a suspension in writing to QSR.

1.2 Under suspension, the client’s management system certification becomes temporarily invalid. QSR ensures through enforceable arrangements with its client that in the period of the suspension the client can not use or promote the certification. The suspension shall be communicated to the client and the suspension status of the client shall be updated in the client directory maintained and on the website of QSR. It shall be communicated by sending a notice to the client that in case the suspension is not revoked or issue not resolved within 6 months time from the date of suspension then the certificate shall be withdrawal/cancelled or scope shall be reduced or certificate shall be cancelled.

1.3 Upon verification of audit reports and subsequent on-site verification, the QSR may reduce the client’s scope of certification to exclude the parts not meeting the requirements, when the client has persistently or seriously failed to meet the certification requirements for those parts of the scope of certification. QSR ensures the reduction shall be in the line with the requirements of the standards used for certification.

1.4 QSR ensures that there is an enforceable agreement signed by client with the certified client concerning conditions of withdrawal ensuring upon notice of certification that the client discontinues its use of all advertising matter that contains any reference to a certified status as per agreement.

1.5 QSR ensure that the correct status of the client i.e suspended, reduced, withdrawal or cancelled shall be updated on

1.6 QSR can expand the scope of the in the following situation

  • Request received from the client company.
  • Onsite request from client to the audit team and Audit team recommended that scope can be extended and no extra time was required for the extended scope.

2. REFUSING, RENEWING, RESTORING FOLLOWING SUSPENSION OF CERTIFICATION :

2.1 QSR can refuse for the certification:

  • Client organization is not ready to conduct the stage 2 audit within the stipulated time
  • Client organization is not closing the major NC with the stipulated time frame.
  • Client organization has not paid the full amount or any other dues of QSR.
  • Client organisation has denied to QSR audit team to provide access to the information required to achieve the objective of the audit.

2.2 QSR can suspend the certification in the following situation

  • The client’s certified management system has persistently or seriously failed to meet certification requirements, including requirements for the effectiveness of the management system;
  • The certified client does not allow surveillance or recertification audits to be conducted at the required frequencies;
  • The certified client has voluntarily requested a suspension.

Under the suspension the certification is temporarily invalid. The suspended certificate can be restore with 6 months if the issue of the suspension is resolved. In case the issue of suspension is not resolved than QSR can either withdraw the certificate or reduce the scope of the certification as the case may be.

QSR can reduce the scope of certification to exclude the part not meeting the requirements when the certified client has persistently or seriously failed to meet the certification requirements for those part of the scope of certification. Any such reduction shall be in line with the requirement of the standard used for certification.

QSR shall make the decision on renewing the certification based on the result of the recertification audits as well as the result of the review of the system over the period of certification and complaints received from users of certifications.

 

APPEAL & COMPLAINT

APPEAL HANDLING PROCEDURE :

In the event of an applicant, Certified Company or any interested party, wishing to contest any decision of QSR, he shall, within 14 days after having been officially informed of such a decision, give notice in writing to QSR of his desire to appeal against the decision. The receipt of the appeal is acknowledged by MT and the applicant is informed of the progress made and the outcome. QSR is responsible for all decisions at all levels of the appeals-handling process.

Tracking and recording appeals, including actions undertaken to resolve them ensuring that any appropriate correction and corrective action are taken are done by MD and presented in front of Appeal panel.

On receipt of such an appeal, the MT, shall advise the Board of Directors and the Impartial Committee of the details of the appeal received. The Board of Directors will proceed to constitute an independent Appeals Panel in each case in consultation with the Impartial Committee. The Appeals Panel will comprise of a Chairman who will be assisted by two members of the Impartial Committee representing the area of technical expertise related to the nature of the appellant’s activities under certification. The appellant will have the right to object against the inclusion of any person in the Appeals Panel. All members chosen to form the Appeals Panel shall not have been previously involved in the decision appealed against.QSR also ensures that the persons engaged in the appeals-handling process are different from those who carried out the audits and made the certification decisions.

The meeting of the Appeal Panel shall be held within 30 days of the receipt of notification from the appellant and the appellant will be provided with at least 7 clear days of written notice of the time and place of the Appeals Panel Meeting. Prior to the meeting of the Appeals Panel the existing decision of QSR is to remain in force.

At the Appeals Panel meeting of both the appellant and the appropriate representative from QSR shall be entitled to be heard in confidence and majority decision of the Appeals Panel shall be final. While taking decision the results of previous similar appeals are taken into account.

The MD shall ensure that the appellant is advised in writing of the decision of the Appeals Panel within 7 days of the decision. The MT shall record details of the appeal in the Register of Appeals and implement the decision of the appeals panel, as required. On conclusion of the appeal, the MD will also review the grounds of appeal and evaluate if any possible improvements to QSR’s control systems are required. A description of the appeals handling process is available on QSR website to make it Publically accessible.

QSR ensures through Appeal Panel that the decision to be communicated to the appellant made by, or reviewed and approved by, individual(s) not previously involved in the subject of the appeal.

The MD shall ensure that the submission, investigation and decision on Appeals shall not result in any discriminatory actions against the appellant that any appropriate correction and corrective action are taken. The certification body shall give formal notice to the appellant at the end of the appeals handling process.

COMPLAINT HANDLING PROCEDURE :

Any complaint received by QSR in writing or by e-mail or telephone in respect of its functions as a certification body or a company certified by it, shall be fully reviewed by the MD and shall be recorded in the complaint register with its nature. The tracking and recording complaints, including actions undertaken in response to them is maintained by MT.

If the complaint relates to the certified client :

  1. a) MD must ensure that the effectiveness of the certified management system is checked by competent auditor(s), who were not involved with the client previously.
  2. b) The letter in question is sent to certified client within 14 days of receiving of complaint and recorded in the complaint register. The tracking and recording complaints, including actions undertaken in response to them is maintained by MT

If the complaint is about certified client management system :

  • The MD ensures that the effectiveness of the certified management system is checked by competent auditor(s)/person(s) who were not involved with the client previously.
  • The concerned auditors may be summoned to confirm the facts if it relates to certification activity.
  • After root cause analysis, method to eliminate cause of complaint would be arrived at and suitable corrective and preventive measures instituted.
  • If the complaint is against an officer of QSR including MD then it will be investigated by the chairman of the Impartial Committee.
  • The complaint shall be closed within 45 days of the receiving of the complaint.

MD will

  • Verify the promptness and effectiveness of the actions. Taken in respect of the complaint received ensure its prompt disposal.
  • Ensure that the complainant is advised of the result of the investigation within six weeks of the receipt of the complaint.
  • All complaints, after redressed & disposal, shall be closed through a closing note / closing call by the MD. Where applicable, certification will be restored as quickly as possible.
  • Ensures that any appropriate correction and corrective action are taken and also suitable preventive action is taken to avoid recurrence of such cases.
  • Ensure that Effectiveness of the measures adopted are covered during the Management Review Meeting
  • The entire process to be followed meets the requirement of confidentiality as it relates to the complaint and to the subject of the complaint. The complaints are recorded in the complaint register.
  • Gather and verify all necessary information to validate the complaint.
  • Ensures that the acknowledgement of receipt of the complaint is sent to the complainant and is informed about the progress and outcome of the result in writing every month till its closure.
  • Ensures that the decision communicated to the complainant is made reviewed and approved by the individual(s) not previously involved in the subject of the complaint.
  • Give formal notice of the end of the complaints-handling process to the complainant.
  • Ensures with the client and the complainant to the extent to which complaint may be made publicly available. Ensure that the complaint has been closed within the 45 days of the receiving of the complaints

ESCALATION OF COMPLAINTS :

if a complainant is not satisfied with the outcome of the QSR’s complaints handling process, the complainant may refer the complaint to AB directly;

If the Complaints are not closed out within a timeframe as prescribed then agreed with the complainant shall be escalated to the QSRs top management to ensure that the complaint receives the appropriate priority.

The Complaints which are not closed within 3 months of that agreed timeframe as prescribed shall be brought to the attention of AB.

Use Of QSR Management System Mark, Logos And Symbols

A company certified by QSR Certification Pvt. Ltd. (QSR) may use the QSR logo on company letterheads and literature, subject to the conditions below :

  • Use of the symbols on stationary or other media shall not be used by a certified client unless the use relates in whole or in part to certification endorsed by QSR.
  • Note: Clients where QSR has certified subsidiaries, divisions, departments or offices of a company and not the company as a whole is most affected by this requirement. Clients must exercise care in the use of certification logo and marks to ensure no misrepresentation of scope for which certification is granted.
  • The symbol shall not be used on a product, packing, packaging, laboratory test, calibration or inspection reports or certificates or tests reports from test or in any way that may be interpreted to denote product conformity.
  • Use of certification marks to indicate that a product has been made under a certified quality management system.
  • The Mark may only be reproduced in a single colour which is unlimited, but where practical should conform to existing preprinted stationery, brochures, letterheads or other promotional materials of the Company.
  • Client can use any statement on product packaging material that client has certified management system.The statement shall in no way imply that the product, process or service is certified anyway. The statementshall include
    • Identification like brand name of the Client
    • The type of management system certified
    • The name of QSR which is issuing the certificate.
  • The Client company can use the logo in the same color combination as specified or in any single

Use Of Accreditation Board Marks, Logos And Symbols

1. AB logo can be use only when the client’s SCOPE is covered under accreditation of QSR.

2. The logo shall not be used in any way that it misleads the reader about the accredited status of the certification body or the certified body.

3. The accreditation body’s logo shall not be used on the packaging of a product, labels, publicity material, written announcements etc, that in any way suggest that the accreditation body has certified or approved any product, process or service of the certified body or in any other misleading manner.

4. The logo shall not be displayed on vehicles except in publicity material like part of a large advertisement.

5. The logo shall not be displayed on buildings and flags.

6. The logo shall not be used on the visiting cards

7. Client can not use the IAF logo any where in any situation.

Discontinuation Of The QSR Logo And / Or Accreditation Logo

1. A client certified by QSR shall discontinue the use of the QSR certification logo and / or AB accreditation mark immediately when any of the following conditions exist:

2. A lapse of certification, suspension or withdrawn;

3. The client has made a change to his Quality System which has not been accepted by QSR, and which could reasonably be expected to affect the client’s qualification for certification;

4. The client has failed to implement a change to the system requirements issued by QSR;

5. Any other circumstances, which arise, which could reasonably be expected to adversely affect the client’s Quality System certified by QSR, as identified in the contract agreement.

Misuse And Penalty

Misuse of QSR certification logo and / AB accreditation mark would lead to corrective action, withdrawal of certification, publication of the transgression and, if necessary, other legal action.