QUALITY ASSURANCE AND QUALITY CONTROL (QA/QC) MANUAL

Document No. Date of Effectivity:

25 July, 2023
Revision:
TQM
NISL-QM-001 C

QA / QC MANUAL

Remarks:

This document is the property of NINONENA and shall not be disclosed to third parties or reproduced without permission of the
COMPANY.
In conformance to the requirements of ISO 9001:2008.

C 06/03/23 Issued for Approval G. EKANEM A. GAN G. OGBECHE

B 07/06/22 Issued for Approval O. ROTIMI A. GAN G. OGBECHE

A 01/02/22 Issued for Review O. ROTIMI A. GAN G. OGBECHE

REV DATE ISSUE STATUS DESCRIPTION Prepared by Checked by Approved by

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 QUALITY MANUAL TQM
CHAPTER I: INTRODUCTION

NINONENA Quality Management System (QMS) is a formal structure developed to meet the continuing demands
of the company’s customers, its engineering and asset integrity management operations, and the requirements of
the International Standard, ISO 9001:2008. This manual describes NINONENA QMS aimed primarily at achieving
customer satisfaction by meeting customer requirements through the application of the system, the continual
improvement of the system and the prevention of nonconformity. The QMS described by this manual was based
on & demonstrated throughout quality management principles which are:

 Customer Focus,
 Leadership,
 Involvement of the Employees,
 Process-based Approach,
 Systems-based Management,
 Continual Improvement,
 Mutually Beneficial Supplier Relationships, and ultimately
 Decisions that are Based on Facts.

The Quality Management Representative (QMR) maintains this manual for the Quality Management System (QMS)
and for NINONENA employees’ use. The QMR shall ensure that the requirements prescribed in the QMS are
effectively implemented and maintained in all parts of the company’s business units.

It is the responsibility of the Department Heads to ensure that employees are familiar with the manual’s content
related to their work and responsibilities, and that they are kept informed of any changes and updates.

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 QUALITY MANUAL TQM
The company’s QMS is formally documented in three parts:

The Quality Manual, which covers the requirements of the International Standards ISO 9001:2008, and makes
reference to the company’s procedures and work instructions;

The Procedures and Work Instructions, which contain the well-defined methods that support the policy
statement contained in this manual; and

The Support Documentation, which substantiates the procedures that contain engineering specifications, specific
codes of practices, products, processes, legislative and technical standards, equipment and supplier manuals, and
other pertinent principles.

Structure of a Documented Quality Management System

QUALITY Level 1
MANUAL

PROCEDURES & WORK Level 2

INSTRUCTIONS

SUPPORT Level 3
DOCUMENTATIONS

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 QUALITY MANUAL TQM
PURPOSE

The purpose of this Quality Manual is to fulfill the basic business needs of NINONENA to ensure that customer
requirements and expectations are achieved efficiently, consistently and effectively. The benefits attributed to it
are:

 Guides the organization’s personnel on the standard practices and operations;

 Ensures that key personnel assigned to establish and maintain Quality are qualified and properly
identified;
 Provides employees a concise reference to standardized Practices and Procedures,
 Sustains consistent practice and stable operation;
 Demonstrates to the customer how it ensures Quality in its products which promotes customer
confidence and satisfaction;
 Identifies processes that are necessary for the QMS;
 Determines the methods, criteria and sequence of activities and the interrelation of each processes,
both of operation and control processes, ensuring effectiveness and compliance to the established
Quality Plans;
 Identifies out-sourced processes, which affects product conformity and ensures control over such
processes.

CONFIDENTIALITY

This Quality Manual is a controlled document. Numbered copies of the manual are issued to each department
concerned which are responsible for its implementation and safekeeping. Copies of the Quality Manual maybe
provided to our customers, certifying bodies when required and appropriate. All external distribution is subject to
the approval of the Chairman of the Board/President/ Managing Director.

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 QUALITY MANUAL TQM
NINONENA operates in accordance with the standard procedures, which are confidential in nature. This Quality
Manual refers to the existence of these Procedures but they are not intended for general consumption by outside
parties unless previously approved by the Chairman of the Board/President/ Managing Director.

AMENDMENT AND CONDITIONS

The introduction of new processes, change in policies, legislation, and management structure may necessitate
amendments and additions to this Quality Manual. Any suggested amendments shall be referred to the QMR for
review and consideration.

Changes to the content of the Quality Manual are made in accordance with the procedure for Document and Data
Control, and will be affected by the re-issuance of the whole manual as identified herein.

SCOPE

The application of NINONENA Quality Management System is “Engineering, Asset Integrity Management, and
Business Solutions Services.” It shall cover activities of all departments, which are defined in this Manual, that
have direct effect on the servicing processes.

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 QUALITY MANUAL TQM
CHAPTER II: BUSINESS PROCESS

MANAGEMENT RESPONSIBILITY

EXCOM

MANCOM

C C
RESOURCE MONITORING &
MANAGEMENT MEASUREMENT

L ADMIN SALES L
Continual
Improvement
I HRD QA/QC
I
ACCTG ACCTG
E E
NDT
N N
Engineering &
NISL/NISL CP Asset Integrity
T Management T
SALES RBI

S S
AICT IT & Business
Solutions

SHE

SERVICE PROCESS

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 QUALITY MANUAL TQM
CHAPTER III: COMPANY PROFILE

NINONENA is an independent and wholly (100%) privately owned company that provides engineering & asset
integrity services to the oil & gas sector in the Gulf of Guinea. Our team of well trained and experienced personnel
enables us to provide prompt quality products and services. NINONENA was formed in 2017 in line with Nigerian
government content policy on the participation of local companies in the oil & gas sector.

We have since expanded our operations to include the Gulf of Guinea. We work on various types of projects from
very small to large. In some services we have formed alliances with world-class companies to compliment our
expertise and for synergy to meet our clients’ requirements.

OUR MISSION

Our mission is to create superior value for the communities we participate in, our clients, our stakeholders and our
employees.

OUR VSION

To be a world-class company consistently providing quality services to the Oil and Gas sectors in the Gulf of
Guinea and beyond.

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 QUALITY MANUAL TQM
CHAPTER IV: GENERAL REQUIREMENTS

NINONENA has established, maintained and continuously improved a documented Quality Management System
to ensure that its services conform to the specified requirements of the customer(s). Such QMS shall be called
Total Quality Management (TQM) and documented in compliance with the requirements of the International
Standards, ISO 9001:2008.

TQM is supported by other ‘Quality Improvement Programs,’ which are:

 5S,
 Poka-Yoke,
 Employee Suggestion Program (ESP),
 and many others.
Each support programs has primary focus.

DOCUMENTATION REQUIREMENTS

NINONENA has also established and maintained a documented procedure to control documents related to the
requirements of our QMS. Documents related to the requirements of our QMS that are of external origin shall also
be subject to the established control procedure.

The structure of NINONENA documented Quality Management System is represented by its:

QUALITY MANUAL
The Quality Manual shall cover the requirements of ISO 9001:2008 Standard and shall include or make
reference to procedures and/or work instructions.

PROCEDURES
Written procedures and work instructions shall be consistent with the requirements of ISO 9001:2008 Standard,
the Quality Manual, Quality Policy, and shall be established, maintained and implemented effectively.

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SUPPORT DOCUMENTATION

Written Support Documentation shall include all forms, standards and specifications, quality records, and other
references that will help this company ‘do it right the first time every time.’

CONTROL OF DOCUMENTS

DOCUMENT APPROVAL AND ISSUANCE:

1.) Approval and Issuance of Quality Manual

The QMR shall be responsible for establishing and maintaining the control, approval and issuance of
the Quality Manual. The Quality Manual shall be prepared by the TQM Officer; reviewed by the QMR;
and approved by the Managing Director.

2.) Approval and Issuance of Procedure and Support Documentation Manual

All departments shall establish and maintain their own Procedure and Support Documentation
Manual. However, these manuals shall be kept by the Document Controller.

The Procedure Manual shall contain the following:

a.) Table of Contents
b.) Procedures
c.) Work Instructions

The Support Documentation Manual shall contain the following:

a.) Table of Contents
b.) Table of Organization
c.) Job Descriptions
d.) Technical Specifications
e.) Other documents that may be deemed necessary, including documents of external origin.

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 QUALITY MANUAL TQM
Contents of the Procedure Manual shall be prepared by the designated staff of the department (with the
help of the TQM Officer); reviewed by the supervisor; and approved by the department head.

MASTER LIST

The QMR shall appoint a Document Controller (DC) who shall be responsible in maintaining the master list:
a.) Of all documents which includes table of contents, table of organization, job descriptions,
procedures, work instructions, policies, workmanship standards, code of documentation,
documents pertaining to the Quality Manual, and documents of external origin;
b.) Of all forms;
c.) Of all quality records.

The DC shall record the latest issue status and the change history of all related documents and records.

DOCUMENT CHANGES

Changes to the Documents (Quality Manual, Procedures, Work Instructions, etc.) shall be checked and
approved by the same department that conducted the checking and approval of the original documents.
However, to ensure that changes conform to the requirements of our QMS and the ISO 9001:2008, such
affected document shall be reviewed by the QMR or by the TQM Officer.

Where only part of a document has been revised, the issuing department may provisionally notify in writing the
affected departments of the revised points, using inter-office memorandum. The QMR shall also sign the
interoffice memorandum. The affected department head shall ensure that such change is reflected in his
department copy. Where revisions are frequent and where misunderstandings are likely to occur, the issuing
department shall revise the original entirely and re-issue the document.

CONTROL OF RECORDS
The company shall maintain quality records to demonstrate that the required quality has been attained and that the
QMS continuously operates effectively.

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 QUALITY MANUAL TQM
QUALITY RECORDS REQUIRING CONTROL:

1.) Quality System Records

The QMR shall be responsible for ensuring the control of the QMS records such as:
a.) Minutes of the Management Reviews,
b.) Internal Quality Audit (IQA) Records:
 Annual Audit Plan,
 Assessment Program, and
 Audit Reports.
c.) Appointment papers of:
 IQA Chairperson,
 TQM Officer,
 Document Controller, and
 Internal Quality Auditors.

2.) Department Quality Records

The Department Heads shall appoint a staff who shall be responsible for the storage and maintenance of
the quality records generated and received by his department. Also, the DC shall be responsible for the
storage and maintenance of the quality records that are transferred to his responsibility.

All quality records shall be stored in facilities that are suitable for protection against deterioration, loss or
damage, and in such a manner, to be readily retrievable whenever they are required.

RETENTION PERIOD

Retention period of quality records in the department and in the Document Control Room shall be defined by the
department concerned. The number of years specified as retention period does not include the current year.
Upon the expiration of the retention period, the quality records shall be disposed based on the methods
prescribed by the department head in the Department Masterlist of Quality Records.

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 QUALITY MANUAL TQM
REFERENCES:
 Code of Documentation (NISL-TQM-WS-001{latest issue})
 Document and Data Control (NISL-TQM-PR-001{latest issue})
 Control of Quality Records (NISL-TQM-PR-002{latest issue})

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CHAPTER V: MANAGEMENT RESPONSIBILITY

NINONENA Top Management shall provide evidence of its commitment to the development and implementation of
the company’s QMS and continually improves its effectiveness by:
 Communicating to the organization the importance of meeting customer, as well as statutory and regulatory
requirements,
 Establishing the company’s Quality Policy,
 Ensuring that Quality Objectives are established,
 Conducting regular Management Reviews, and
 Ensuring the availability of resources.

Top Management shall ensure that customer requirements are determined and are met with the aim of enhancing
customer satisfaction.

QUALITY POLICY

The Chairman of the Board/Managing Director and/or the Quality Management Representative shall be responsible in
formulating the Quality Policy of NINONENA. The Quality Policy shall support the vision, mission and the objectives
of this company and in meeting customer’s requirements and satisfaction. The Quality Policy shall be included,
explained and discussed in all orientation activities conducted by the TQM Officer and/or department heads, or
through TQM/TQEOHSM Awareness Program conducted by the QMR for all employees in order to ensure that this
policy is understood, implemented and maintained at all levels of the organization.

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QUALITY POLICY

Our main business is to deliver on time quality engineering, asset integrity

management and business solutions services that will consistently satisfy our
clients’ specifications. We commit to foster an enduring, mutually trusting
relationship with our clients, suppliers and other stakeholders.

Everyone in the company is responsible for customer satisfaction. We commit

to achieve this by:
 rendering quality work and service at all times,
 adhering to ISO 9001:20008 quality standards and other regulatory
requirements,
 seeking ways to improve our quality management system, and
 working as a team as we communicate and promote to everyone that
“Quality is our way of life.”

Approved by:

Abiodun Fawumi
Managing Director

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QUALITY OBJECTIVES

The Management Team, which is composed of the Managing Director, the Department Heads or designated
Representatives and the Quality Management Representative, shall establish and revise the quality objectives
at the end of each year taking into consideration the following:

a.) current and future needs of the organization and customers;

b.) relevant findings from internal and external audits;
c.) process performance;
d.) data analysis;
e.) customer satisfaction / dissatisfaction;
f.) actions and requirements needed to achieve product conformity.

The set quality objectives shall be assigned to the QMR. Targets shall be measurable and consistent with the
Quality Policy. Each department shall set their own desk plans that are suitable to achieve their goals.
Responsibilities, means/resources and time frames shall be included by which the set plan are to be achieved.
The progress of quality objectives shall be monitored by the QMR and reported during operations reviews,
management reviews and other monthly performance meetings.

QMS PLANNING

NINONENA shall carry out QMS Planning to meet the requirements of ISO 9001:2008, specifically clause 4.1 –
General Requirements. The QMR shall lead this activity with all the members of the Management Team. All
changes and improvements shall be communicated to all concerned to ensure the maintenance of the integrity of the
established Quality Management System.

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RESPONSIBILITY, AUTHORITY AND COMMUNICATION

RESPONSIBILITY AND AUTHORITY

The responsibility, authority and the interrelation of personnel, who manage, perform, verify work affecting
quality, shall be defined, documented and communicated throughout the Quality Manual, Organizational Chart
(Organogram), Job Description, Procedure, Work Instruction or in any combination. Each Department Head
shall assign trained personnel for the execution and management of relevant work and verification activities that
affects the quality of their services.

QUALITY MANAGEMENT REPRESENTATIVE

The Chairman of the Board/Managing Director shall be responsible in appointing the Quality Management
Representative (QMR). The Managing Director and/or Quality Management Representative shall be
responsible in appointing the Document Controller (DC) and Internal Quality Audit Chairperson (IQAC). The
Quality Management Representative (QMR) shall act as the TQM Officer. The QMR is vested with the
necessary authority to fulfill his responsibilities and to enhance an effective and efficient operation and
improvement of the organization’s QMS. These are:
a.) ensures that the QMS is established, implemented, maintained, evaluated and continually
improved in accordance with the provisions of the Quality Manual, Procedures, Support
Documents and the ISO 9001:2008;
b.) reports to the Top Management on the performance of the QMS and any need for
improvement;
c.) promotes awareness of customer requirements throughout the organization; and
d.) act as liaison with external parties on matters relating to QMS and QA/QC.

The IQA Chairperson shall assume the responsibilities and authorities of QMR in his absence.

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 QUALITY MANUAL TQM
CORPORATE ORGANIZATION

Board Of Directors

Company’s Legal Secretary

Managing Director

QSHE Coordinator JV Partners

Operations & Technical Business Development

Finance & Admin
Manager Manager
Manager

Accountant Regional Manager

NDT Lead Corrosion Control Lead Project Engineers

Business Development
Executive

Secretary Security Guard Driver

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 QUALITY MANUAL TQM
QUALITY ORGANIZATION

Board Of Directors

Managing Director

Business Quality
Operations & Management
Development Finance & Admin
Technical Manager Representative
Manager Manager

Document
IQA Chairperson
Controller

Internal Quality
ISO Coordinators ISO Coordinators ISO Coordinators
Auditors

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 QUALITY MANUAL TQM
INTERNAL COMMUNICATION

Top Management shall establish and maintain appropriate communication processes within the organization
and that communication takes place regarding the effectiveness of the organization’s QMS. The following shall
be applied:

Communication Items Responsible

Quality Objectives Department Heads

Product Information Sales
Customer Service / Feedback / Concerns Sales
Implementation of QMS Procedures and Sales
their effectiveness
Others (e.g., QMS improvements, initiatives, QMR and/or TQM Officer
etc.)

Methods of customer communications shall be through:

a.) E-mail
b.) Meetings
c.) Facsimile
d.) Phone Calls
e.) Personal Visits or any other means

Methods of internal communication shall be through:

a.) E-mail
b.) Meetings (e.g., Crew Meetings, Morning Meetings, etc.)
c.) Bulletin Board
d.) Trainings
e.) Coaching
f.) Newsletters

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 QUALITY MANUAL TQM
Other QMS requirements shall be communicated between function following the usual chain of command
between superiors and subordinates, both top-to-bottom and bottom-to-top means of communication. Control
shall be exercised to avoid confusion or inadvertent use of superseded information.

MANAGEMENT REVIEW

Top Management, led by the QMR, shall assess the effectiveness of the company’s QMS by reviewing inputs against
the set quality policy, quality objectives and business targets. Management Review shall be held every quarter or as
it deem necessary. It shall be scheduled and held not later than one month after the Internal Quality Audit (IQA) has
been conducted, unless otherwise postponed due to unavoidable circumstances.

The Management Review shall include the following:

a.) Results of Audits,
b.) Customer Feedback/Complaints,
c.) Process Performance and Product Conformity,
d.) Status of Preventive and Corrective Actions,
e.) Follow-up Actions from Previous Management Reviews,
f.) Changes that could affect the Quality Management System, and
g.) Recommendations for Improvement.

The result/output of the Management Review shall include any decisions and actions related to:
a.) Improvement of the effectiveness of the Quality Management System and its processes,
b.) Improvement of product/service related to customer requirements, and
c.) Resources needed.

Time frame shall be identified and provided to ensure implementation of actions and for measuring the effectiveness.
The QMR shall monitor the status of the assigned actions. The presence of the Managing Director and/or his
appointed representative, the QMR and/or his appointed representative and 75% of the Department Heads and/or
their representatives shall make the review valid. The QMR shall be responsible in maintaining and providing them
the minutes of the meeting.

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 QUALITY MANUAL TQM
The ISO Coordinators and Internal Quality Auditors may be invited to join the meeting. The QMR may call a
special IQA if there are:

a.) Customer Complaints,

b.) Major concern that needs immediate action, and
c.) Quality issues.

The results of the Management Review shall demonstrate the continual improvement of the QMS, that which identifies
opportunities for performance improvement of the organization.

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 QUALITY MANUAL TQM
CHAPTER VI: RESOURCE MANAGEMENT

NINONENA Management shall determine, provide and maintain resources that are essential to implement and
maintain the QMS, and continually improve its effectiveness in order to meet customer requirements to enhance
customer satisfaction. Resource determination shall be done during the preparation of the annual budget, manning
reviews & strategic planning. Such resources include:
1.) Availability of personnel performing work who can affect conformity to product/services requirements;
2.) Infrastructure needed to achieve conformity to product/services requirements such as:
a.) Building,
b.) Workspace,
c.) Associated Utilities,
d.) Process Equipment (both hardware and software),
e.) Transport,
f.) Communication or Information Systems, and
g.) Other Supporting Services.
3.) Work environment needed to achieve product conformity which creates positive influence on motivation,
satisfaction and performance of personnel. Such conditions under which work is performed include:
a.) Physical,
b.) Environmental, and
c.) Other factors (noise, temperature, humidity, lighting or weather).

These enhance the performance of the company. Everybody is provided with appropriate guidance on Health and
Safety including the use of protective equipment. Proper hygiene is also strictly implemented in the workplace.

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COMPETENCE, TRAINING AND AWARENESS

Each Department Head, assigned along with the Human Resources Department, shall ensure availability of
competent personnel, who will perform and manage relevant work and verification activities that affects quality
of products and services, are competent on the basis appropriate:

a.) education,

b.) training,

c.) Skills, and

d.) experience.

Also, all personnel shall be aware of the importance of their work and how they contribute to the achievement of
the established quality objectives.

The qualification standards for each position in the company shall be as per Job Description (JD) and Job
Instruction Technique (JIT). The Department Head shall ensure that all positions are filled according to the
requirements of the company.

Training ensures the development and continuous education of the personnel to which it emphasizes the
importance of meeting requirements and expectations of customers, work values and improve competence.
The HRD shall be responsible in determining training needs, based from the established Training Needs
Analysis (TNA), which shall be prepared at least once a year. To determine the effectiveness of the provided
training, an evaluation shall be carried out in order to determine the amount of knowledge, skills, and attitude
acquired during the training, and the degree to which the employee has transferred such to the job.

In preparation and execution of the training, the HRD, with the assistance of the Department Heads, shall be
responsible in the preparation of the training plans and programs, based on the outcome of TNA. The training
program shall be undertaken either within the company (in-house), using company personnel (trained trainors)
or the use of specialized training organizations.

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 QUALITY MANUAL TQM
Evaluation of the effectiveness of actions taken, which includes training, to address deficiency in competence
requirements, shall be determined based on the result of the performance appraisal (PA) and post training
evaluation (PTE).

HRD shall maintain all the training records of the employees of NINONENA.

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 QUALITY MANUAL TQM
CHAPTER VII: PRODUCT REALIZATION

NINONENA shall plan and develop the processes needed for product realization. Planning shall be consistent with
the requirements of other processes of the QMS. Such plan shall include, as appropriate, the following:
a.) Quality objectives and requirements for the product;
b.) The need to establish processes and documents, and to provide resources specific to the product;
c.) Required verification, validation, monitoring, measurement, inspection and test activities specific to the
product and the criteria for product acceptance; and
d.) Records needed to provide evidence that the realization processes and resulting product meet the
requirements.

CONTROL OF CUSTOMER RELATED PROCESSES

1.) Determination of Requirements Related to the Product

NINONENA shall determine:

a.) The requirements specified by the customers including requirements for delivery and post-delivery
activities,
b.) The requirements not stated by the customer but necessary for specified or intended use, where
known,
c.) Statutory and regulatory requirements applicable to the product, and
d.) Any additional requirements considered necessary by the company.
Post-delivery activities include actions under warranty provisions, contractual obligations such as
maintenance services, and supplementary services such as recycling and final disposal.

2.) Review of Requirements Related to the Product

NINONENA shall review the requirements related to the product. This review shall be conducted prior to the
company’s commitment to supply to the customer (e.g. submission of tenders, acceptance of contracts or
orders, acceptance of changes to contracts or orders) and shall ensure that:
a.) Product requirements are defined,

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 QUALITY MANUAL TQM
b.) Contract or order requirements differing from those previously expressed are resolved, and
c.) The company has the ability to meet the defined requirements.
Records of the results of the review and actions arising from the review shall be maintained. Where the
customer provides no documented statement of requirement, the customer requirements shall be confirmed
by the company before acceptance. Where product requirements are changed, the company shall ensure
that relevant documents are amended and that relevant personnel are made aware of the changed
requirements.

3.) Customer Communication

The company shall determine and implement effective arrangements for communicating with customers in
relation to:
a.) Product information,
b.) Enquiries, contracts or order handling, including amendments, and
c.) Customer feedback, including customer complaints.

DESIGN AND DEVELOPMENT

1.) Design and Development Planning

NINONENA shall plan and control the design and development of its products. During the design and
development planning, the company shall determine:
a.) The design and development stages,
b.) The review, verification and validation that are appropriate to each design and development stage,
and
c.) The responsibilities and authorities for design and development.

The company shall manage the interfaces between different groups involved in design and development to
ensure effective communication and clear assignment of responsibility. Planning output shall be updated,
as appropriate, as the design and development progresses.

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2.) Design and Development Inputs

Inputs relating to product requirements shall be determined and records maintained. These inputs shall
include:
a.) Functional and performance requirements,
b.) Applicable statutory and regulatory requirements,
c.) Where applicable, information derived from previous similar designs, and
d.) Other requirements essential for design and development.

The inputs shall be reviewed for adequacy. Requirements shall be complete, unambiguous and not in
conflict with each other.

3.) Design and Development Outputs

The outputs of design and development shall be in a form suitable for verification against the design and
development input and shall be approved prior to release. Design and development outputs shall:
a.) Meet the input requirements for design and development,
b.) Provide appropriate information for purchasing, production and service provision,
c.) Contain or reference product acceptance criteria, and
d.) Specify the characteristics of the product that are essential for its safe and proper use.

4.) Design and Development Review

At suitable stages, systematic reviews of design and development shall be performed in accordance with
planned arrangements:
a.) To evaluate the ability of the results of design and development to meet requirements, and
b.) To identify any problems and propose necessary actions.

All the involved personnel or representative of functions shall be included in such reviews. Records of the
results of the reviews and any necessary actions shall be maintained.

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5.) Design and Development Verification

The company shall perform verification in accordance with planned arrangements to ensure that the design
and development outputs have met the design and development input requirements. Records of the results
of the verification and any necessary actions shall be maintained.

6.) Design and Development Validation

The company shall carry out design and development validation in accordance with planned arrangements
to ensure that the resulting product is capable of meeting the requirements for the specified application or
intended use, where known. Wherever practicable, validation shall be completed prior to the delivery or
implementation of the product. Records of the results of validation and any necessary actions shall be
maintained.

7.) Control of Design and Development Changes

The company shall identify and maintain records of the changes of the design and development. The
changes shall be reviewed, verified and validated, as appropriate, and approved before implementation.
The review of design and development changes shall include evaluation of the effect of the changes on
constituent parts and product already delivered. Records of the results of the review of changes and any
necessary actions shall be maintained.

PURCHASING

1.) Purchasing Process

NINONENA shall ensure that purchased goods and services forming part of our products and/or services
provided to our customers are from approved and reputable suppliers. The type and extent of control
applied to the supplier and the purchased product shall be dependent upon the effect of the purchased
product on subsequent product realization or the final product.

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2.) Evaluation of Suppliers

The company shall assess suppliers so that only capable suppliers are selected. The Suppliers
Accreditation Committee shall evaluate suppliers to determine their capability to meet customer’s
requirements. Evaluation may be based on historical evidence of the supplier’s performance, formal
assessment of their processes and QMS of the company or their market reputation to provide a proprietary
quality product.

3.) Purchasing Information

Purchase orders and/or contracts issued to suppliers shall contain essential data needed to define the
requirements. Where necessary the purchase order shall define any special instructions or requirements
and specify how these are managed. Appropriate purchasing information may include:
a.) On materials (including machine) with detailed specifications;
b.) On services (including manpower) with defined qualification; and
c.) On outsourced products with expected output based on quality plan.

Where orders are communicated through telephone, the end-user is responsible for ensuring that all
necessary data are provided to adequately describe the materials or services required and confirms order in
writing or by any appropriate means.

4.) Verification of Purchased Product

Verification of purchased materials or other activities necessary to ensure that product meets the specified
requirement shall be performed by the company and/or end-user. Any substandard performance shall be
recorded. The company shall have the option to verify the purchased product or services at the supplier’s
premises. The option to verify and the method of product release shall be in the purchase order and/or
contract agreement.

Where the contract specifies, authorization shall be given to the customer or its agent to verify at the
supplier’s premises to check if the product or services rendered complies with the requirements.

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 QUALITY MANUAL TQM

Even if the customer or its agents executes the verification, NINONENA shall not use the results of such
verification as evidence that the supplier is providing effective quality control.

SERVICE PROVISION

1.) Control of Service Provision

NINONENA shall ensure that plan for service provision is carried out under controlled conditions, details of
which are reflected on the procedures and work instructions. These controlled conditions are:
a.) The availability of information that describes the characteristics of the product,

b.) The availability of work instructions, as necessary,

c.) The use of suitable equipment,

d.) The availability and use of monitoring and measuring equipment,

e.) The implementation of monitoring and measurement, and

f.) The implementation of product release, delivery and post-delivery activities.

The company shall provide technical assistance to the customer in order to meet the servicing requirements
if such requirement is specified in the contract.

2.) Validation of Processes for Service Provision

The concerned Department Heads shall be responsible for ensuring the compliance of quality requirements.
He shall be responsible for verifying that equipment specifications are followed and that personnel possess
the qualifications needed within the area of his responsibility. He shall be responsible for qualifying his
personnel. Records of qualification and training shall be maintained by HRD. The Departments shall
ensure that their equipment are maintained to ensure services capability and that maintenance records are
available.

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NINONENA shall validate any processes for service provision where the resulting output cannot be verified
by subsequent monitoring or measurement and, as a consequence, deficiencies become apparent only
after the service has been delivered. Validation shall demonstrate the ability for these processes to achieve
planned results.

3.) Identification and Traceability

NINONENA shall identify the product by suitable means throughout product realization. It shall identify the
product status with respect to monitoring and measurement requirements. Where traceability is a
requirement, the company shall control the unique identification of the product and maintain records.

4.) Customer Property

In the event that as part of the contract, a customer submits materials or equipment to NINONENA in order
to support the provision of the service(s) undertaken by us, then appropriate procedure shall be applied for
the inspection, storage, and control of that material or equipment while in our possession. The concerned
department shall be responsible in coordinating this with the management. The company shall rely on the
Customer to ensure that the materials or equipment conform to its specification. However, we shall not
incorporate non-conforming parts/materials into the service provided.

To ensure segregation and identification of customer supplied materials or equipment, unique

identification will be assigned to the material or equipment to safeguard against unauthorized use or
improper disposal.

If any customer property is lost, damaged or otherwise found to be unsuitable for use, the company shall
report this to the customer and maintain records.

5.) Preservation of Product

Handling, storage, packaging, preservation and delivery are key elements of our business process, as a
natural consequence of our intention to ensure that quality is built into every aspect of our business.

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Procedure shall be established and maintained to ensure the necessary methods, materials, equipment and
environment to correctly handle, store, pack, preserve and transport products from receipt of raw materials
to delivery to our customer.

The concerned department shall be responsible for ensuring that suitable handling practices and
equipment are used to prevent damage and deterioration, and that such equipment is maintained to an
adequate standard.

Suitable stores and warehouses shall be provided for the storage of raw materials, supplies, parts, and
packaging materials, and where appropriate controls are applied.

CONTROL OF MONITORING AND MEASURING EQUIPMENT

Equipment used for demonstrating conformance to specification is subject to control and calibration in accordance with
relevant company procedures. NISL and ICT shall be responsible for calibrating monitoring and measuring equipment
in which they are capable of. They shall handle calibration of all other equipment used by the company.

Both shall ensure that these equipment, as assigned to them, used for the verification of conformance, are duly
controlled and used in a manner consistent with their accuracy. They shall be responsible for establishing the extent
and frequency of calibration and shall maintain calibration records as evidence of control.

In the event that the customer requires the Company to provide them with the calibration record to ensure that such
equipment is functionally adequate, such record shall be provided to the customer.

Measuring equipment which cannot be calibrated by the two (2) departments shall be sent to the certified and
authorized calibration agency.

Where necessary to ensure valid results, measuring equipment shall:

a.) Be calibrated or verified, or both, at specified intervals, or prior to use, against measurement standards
traceable to international or national measurement standards; where no such standards exist, the basis
used for calibration or verification shall be recorded;

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 QUALITY MANUAL TQM
b.) Be adjusted or re-adjusted as necessary;
c.) Have identification in order to determine its calibration status;
d.) Be safeguarded from adjustments that would invalidate the measurement result; and
e.) Be protected from damage and deterioration during handling, maintenance and storage.

In addition, the company shall assess and record the validity of the previous measuring results when the equipment is
found not to conform to requirements. The company shall take appropriate action on the equipment and any service
affected.

When used in the monitoring and measurement of specified requirements, the ability of computer software to satisfy
the intended application shall be confirmed. This shall be undertaken prior to initial use and reconfirmed as
necessary. The ‘confirmation’ of the ability of computer software to satisfy the intended application would typically
include its verification and configuration management to maintain its suitability for use.

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 QUALITY MANUAL TQM
CHAPTER VIII: MEAUSREMENT, ANALYSIS AND IMPROVEMENT

NINONENA shall plan and implement effective and efficient monitoring, measurement, analysis and improvement of
processes needed to demonstrate product conformity, ensure compliance to the quality management system and to
continually improve the effectiveness of the quality management system.

A. Customer Satisfaction
To evaluate the degree of customer satisfaction and dissatisfaction, NINONENA shall initiate a customer
satisfaction survey on an annual basis or duirng customer visits. The results of the survey shall be part of
the management review that will enable the company to initiate adjustments on objectives and targets as
evidences for continual improvement.

B. Internal Audit
The company shall ensure that the documented procedure for Internal Quality Audit (IQA) Process is
established and maintained to efficiently and effectively assess the strengths and weaknesses of its QMS.
It is also used to obtain objective evidence that the existing requirements have been met and complies with
planned arrangements as stated in the objectives and targets.

IQA shall be performed every quarter and when the Quality Management Representative (QMR) or the
Internal Quality Audit Chairperson (IQAC) deems it necessary.

An audit plan for the year shall be established based on the quality system operation status, the importance
of the processes and areas to be audited, as well as results of previous audits. Audits shall be carried out
in line with this plan. The IQAC shall issue the audit plan which is approved by the QMR.

The IQAC shall assign an auditor for each department to be audited. The auditor shall be independent of
those having direct authority for the activity being audited. The results of the audit shall be provided to the
department head of the audited department. Where any preventive/corrective actions have been
prescribed, the department head shall implement such preventive/corrective actions. The IQAC shall
ensure that preventive/corrective actions are implemented by performing follow-up audits. The IQAC shall

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 QUALITY MANUAL TQM
report the results of the IQA during the Management Review, which shall be scheduled not later than one
month after the IQA. The QMR shall be responsible in maintaining IQA records.

C. Monitoring and Measurement of Processes

To demonstrate that planned results are achieved, appropriate methods for monitoring and measurement of
processes are applied. In cases where planned results are not achieved, correction and corrective action
are taken, as appropriate, to ensure conformity to the requirements and provided specifications of the client.
These measurements shall be used to check daily operations as well as evaluation for continual
improvement.

Non-conformances related to processes shall also be identified, particularly those that are critical to quality
for corrections and/or corrective actions. Results of monitoring shall be analyzed to determine the
necessary actions needed to ensure process capability and reliability as well as to attain continual
improvement. Details of such are described on item B (Internal Audit) and Item H (Corrective Action) of
this Chapter.

D. Monitoring and Measurement of Service

In order to monitor and measure service characteristics, verification processes of service requirements shall
be ensured at particular stages in accordance with the planned arrangements.

NINONENA shall ensure that purchased raw materials and supplies, as well as customer-supplied
materials, if any, shall not be used unless they are inspected. Inspection shall be based from the
specifications provided by the users or based from the documents that will verify conformance.

The lead department shall be responsible in the ocular inspection of raw materials with reference to
required standards or as specified by the client.

In the event that the purchased materials and supplies shall be used immediately, due to urgent
requirement without passing inspection, these must be identified and recorded by the user department until
inspection has been completed. The user department concerned must be able to recall these materials in
case non-conformance is identified during inspection.

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 QUALITY MANUAL TQM
If the materials have been processed, the user departments must be able to do corrective measures to
ensure that no off-quality services are implemented due to these materials’ usage.

E. Control of Nonconforming Product

Non-conforming products can be raw materials, work-in process, finished project, or parts, the use of which
has direct effect to quality and which do not meet the required specifications. Wherever feasible, the
operating processes and procedures shall be designed to effectively control issue of non-conforming
materials, supplies, and products at key stages during the process. Non-conforming products shall be
identified by using markings, tags, labels, transfer receipts, inspection records, physical locations, and other
suitable means.

Non-conforming product shall be reviewed in accordance with documented procedures. It may be:

a.) Reworked or recycled;

b.) Accepted with or without repair by concession;
c.) Regraded for alternative applications; or
d.) Rejected or scrapped.

The responsibility for review and authority for the disposition of non-conforming products are defined below:

Raw Materials

The head of the lead department shall be responsible for the review and disposition of non-conforming raw
materials. The head, at the same time, informs the Managing Director and the QMR within a week for any
discrepancy found in raw materials.

Work-In Process

The head of the lead department shall be responsible for the review and disposition of non- conforming
work-in process (from fabrication to installation, or as such during the service process).

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 QUALITY MANUAL TQM
Records

The concerned department who is responsible for the review and disposition of the project shall also be
responsible in maintaining records of such reviews and dispositions made.

F. Analysis of Data
The QMR and/or the Management Team shall conduct meeting (e.g. brainstorming, management reviews,
performance briefings, etc.) to analyze data obtained from measurements and information collected to
demonstrate the suitability and effectiveness of the QMS, and to evaluate where continual improvement of
the effectiveness of the QMS can be made. The analysis of data shall provide relevant information relating
to:

a.) Customer Satisfaction,

b.) Conformity to product requirements,
c.) Characteristics and trends of processes and products including opportunities for preventive
action, and
d.) Results of evaluation of suppliers.

Such analysis of data can help determine the root cause of existing potential problems which will serve as
guide in making decisions for corrective and preventive actions needed for improvement. Application of
preventive action shall be implemented to carry out the necessary improvement.

G. Continual Improvement
The Management of this company shall hold a management review every quarter or as it deem necessary.
It shall be held not later than one month after the Internal Quality Audit has been conducted unless
postponed due to major company activities. It shall assess the effectiveness of the QMS by reviewing
inputs against the quality policy and objectives based on data analyis performed by the QMS and/or
relevant functions of the organization. Review inputs shall include:

a.) Results of Audits,

b.) Customer Feedback,
c.) Process Performance and Product Conformity,

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 QUALITY MANUAL TQM
d.) Status of Corrective and Preventive Actions,
e.) Follow-up actions from previous Management Reviews,
f.) Changes that could affect the QMS, and
g.) Recommendations for improvement.

The output of management review shall include any decisions related to the effectiveness of the QMS,
processes, services in accordance to the requirements of the customer as well as resources needed. The
QMR shall monitor the status of actions needed.

The presence of the Managing Director or his appointed representative, the QMR and/or the
IQAChairperson, and 75% of the Department Heads and/or their representatives shall make the review
valid. The QMR shall be responsible in maintaining and providing them the minutes of the meeting. The
ISO Coordinators and Internal Quality Auditors may be invited to join the meeting.

The QMR may also calls for a special IQA and a special management review when needed such as:

a.) Customer complaints,

b.) Major problems,
c.) Quality Problems, and
d.) Other activities affecting QMS

H. Corrective Action
NINONENA shall ensure that corrective action is taken in order to eliminate the cause of nonconformity to
avoid recurrence of such. The corrective action taken shall be appropriate to the magnitude of the
nonconformity encountered based on the established documented procedure and as described in the
Corrective Action Matrix of this Chapter (Table 1.A).

Non-conforming Products
Non-conforming products shall be identified by using markings, authorized stamps, tags, labels, transfer
receipt, inspection records, physical locations, and other suitable means.

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 QUALITY MANUAL TQM
It shall be the responsibility of the department head concerned to:
a.) investigate the cause of nonconformity and the corrective actions needed to prevent
recurrence;
b.) analyze the process to detect and eliminate causes of non-conformance;
c.) determine and initiate corrective actions at appropriate levels;
d.) apply control to ensure that corrective actions are taken and that they are effective;
e.) implement and record changes in methods or practices resulting from corrective actions;
and
f.) review corrective actions taken

The actions, which are necessary to correct a deficiency, are agreed upon by the concerned
department heads, along with the date by which the corrective action is to be completed.

Customer complaints shall be dealt with by the concerned department and by the relevant departments
of the company and may be elevated to higher level, if necessary.

As part of the Daily Operations Reviews and Weekly Operations Reviews - Meetings, daily concerns
are also discussed and addressed in order to improve and correct them immediately. Such concerns
are, but not limited to:
a.) changes on the specifics of the project;
b.) changes on procedures to improve/correct operational work instructions;
c.) supply and delivery of materials to replace defective equipment or part;
d.) project updating either under maintenance and improvement;
e.) quality issues;
f.) others.

Each item are reviewed and followed up, and their status is updated.

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 QUALITY MANUAL TQM
Quality Systems Non-conformities

The QMR shall be responsible in ensuring that corrective actions are completed for non-conformities
found in the Quality Management System Audits, whether internal or external. These non-
conformities, as well as, the respective corrective actions shall be discussed during the Management
Reviews.

I. Preventive Action
To eliminate the causes of potential nonconformities, NINONENA shall determinethe appropriate preventive
actions needed for potential problems in order to avoid their occurrence based on the documented
procedure described below and as described in the Preventive Action matrix of this Chapter (Table 1.B).

Products and Quality System

In case of a Non-Conforming Report (NCR) relating to products or QMS, the following actions shall be
taken to avoid the occurrence of similar nonconformities in the future:
a.) The department head concerned shall study the NCR and shall judge any preventive actions
that are to be taken and determine potential nonconformities and their causes. Where
necessary, he shall investigate or audit the department involved.
b.) Where the department head concerned or QMR deems it necessary to take preventive
actions, he shall instruct the department concerned to implement appropriates preventive
action
c.) The department head or QMR shall check and review the results of the preventive action
taken.
d.) Department concerned shall keep the records of the results of action taken.

Preventive Maintenance
NISL and ICT shall be responsible for the preventive maintenance of all the equipment used for satisfying
the requirements of the customers. Records of the preventive maintenance schedule, together with the
actual work done, shall be maintained.

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 QUALITY MANUAL TQM

Table 1.A Corrective Action Matrix

Methods
Information Records of
Determining Evaluating the Evidence of Review
Sources Review Actions Taken
Causes Need for Action
 Weekly  Checking with
Reports Standard - Procedures  Daily concerns - Crew Meetings
- Daily Crew Procedures - Work Instructions logbook - Revision of Procedures
 Monthly Meeting  Comparison with - Process and Work Instructions
Reports past experiences Parameters where appropriate
 Brainstorming
 Customer
Complaints  Review Process - Process  Process - Minutes of Meetings
 Customer Parameters Parameters Monitoring
Visits - Quality Meeting  Conduct KT if - Procedures - Minutes of
 Customer necessary - Comparison with  Sales Reports Management Reviews
Surveys Competitors
 Management
Reviews - Through IQA  Review of - Follow-up Audits  Nonconformance - Management Reviews
Processes & Reports
 IQAs - Process Standards

 Incident - Theories  Investigation by

Reports Department - Follow-up Status of  Incident - Filled-up Incident
- Incident Report concerned Corrective Actions Report Report Form
Procedure  Conduct KT

 Performance - Perforamance  Training - On the job  Performacne Appraisal

Appraisal Appraisal - Results of Appraisal application (Next Cycle)
Procedure  Coaching - Training
- Set Standards Records

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 QUALITY MANUAL TQM
Table 1.B Preventive Action Matrix

Determining Deliveries Records of Action

Evaluating Need
Potential (Details of Action Evaluation Taken & Evidence of
for Action
Nonconformance Taken) Review
a. Services
 data on service
capabilities,
limitations, - Compare  Prepare Procedures, - Monthly Review of  Weekly Reports
specifications against set- Standards, Work Roadmaps, Procedures,  Monthly Reports
targets Instructions etc.  Equipment Reports
b. Maintenance  Prepare Maintenance - Compare targets
 data on specs, Roadmap
Standard, industry
practices
 maintenance
requirements
 maintenance trends

c. Sales
 data on market - Evaluate threat to  Prepare marketing - Sales Meeting
trends market plan, sales plans, etc. - Management Reviews  Minutes of Meeting
 competitors product
 customer survey

d. Management
Review / IQA - IQA Procedure  Prepare procedures, - Follow-up Audit  Minutes of Meetings
 site observations - Analysis of trends standards, work - Management Reviews
 results of audits and non-conformities instructions

e. Potential Problem
Analysis - Brainstorming and  Quality Improvement - Post Mortem Meetings  Minutes of Meeting
technical details Plan

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