STEP: 1 Application

Client fills in an Application form.

STEP: 2 Quotation & Assessment Application

Based upon the information provided, the operational manager reviews the scopes available with Quantum Assessment and prepares the quotation, which will be sent along with the application for registration.

STEP: 3 Certification Audit Contract

Once the Application for registration received & reviewed, which confirms the exact way client company name and site address will appear along with the description of scope (products or services) for which registration is sought. The certification audit contract will be made and sent to the client.

STEP-4 AUDIT

STEP: 4.1 AUDIT PLANNING

Once the certification audit contract received, the technical manager plans the audit on the basis on audit time allocation and audit assignment, which is defined as below and raise the audit plan in duplicate, which should narrate the requirements of the relevant management system standard; size and complexity, name, address and scope of the client, date of audit and the constitution of the audit team and send it to the auditors before fifteen working days. After getting the consent from auditor, audit assignment register will be filled and the statement of confidentiality and no conflict of interest will be obtained. The Audit plan shall be sent to the client there after. The operational manager will confirm the date then about the auditor & technical expert detail with the client.

STEP: 4.2 AUDIT INTIMATION

Audit plan shall reach the client before ten working days of audit. The receptionist shall confirm the dates of audit and the constitution of the auditors and mark the same on the office copy of audit plan

STEP: 4.3 Stage-1 Audits

The stage one audit is performed by lead auditor at client's premises, to audit the client's management system documentation. To evaluate the client's location and site-specific conditions and to undertake discussions with the client's personnel to determine the preparedness for the stage 2 audit. To evaluate if the internal audits and management review are being planned and performed, and that the level of implementation of the quality management system substantiates that the client is ready for the stage 2 audit.

STEP: 4.4 Stage-1 Audit Report

After the stage one audit the auditor shall submit his finding &advice by written report.

STEP: 4.5 Stage-2 Audits

Stage two audits is an assessment audit, which is carried out after phase one audit's inadequacies have been removed and the organization is all set to demonstrate the compliance to the selected international standard. Auditors will plan and conduct the assessment audit.

STEP: 4.6 Surveillance audits

Surveillance audits are carried out bi-annually/annually to ensure that the certified management system is in compliance and demonstrates continual improvement in terms of Systems, products and resource management.

Step-5 Granting Certificate

The technical committee is appointed from the auditors and experts working with Quantum Assessment to consider specific recommendations made in relation to granting, maintaining, extending, reducing, suspending and withdrawing certification. Members of the technical committee will be independent from the auditing activity. The technical committee will be made up of three members, whose technical expertise will cover the certification scope being considered. The technical committee will be appointed by the manager technical. The technical committee is impartial & free from commercial or financial pressure.

Appeal and complaint

Appeal

Request received for reconsideration of any adverse decision of Quantum Assessment attributable to office activities or on-site- audit activities.

Complaint

Dissatisfaction communicated to Quantum Assessment which may be attributable to office activities or on-site audit activities.

Procedure

This procedure is accessible to public through web site www.qisocertification.com

Appeals

Quantum Assessment takes responsibility for all its decisions at all levels in the handling of appeals. It is ensured that personnel engaged in the appeals- handling process are different from those who carried out audits and made the certification decisions.

Appeals handling process

the appeal can be received by e-mail, fax, written, verbal. On receipt of an appeal, advisory committee evaluates gathers and verifies all necessary information to validate the appeal. The appeal is recorded, acknowledged and communicated to the appellant by advisory committee.

Advisory committee carries out investigation of the appeal taking into account results of previous similar appeals. Advisory committee submits a report indicating the results of investigation and the actions to be taken as well as the reply to be sent to the client.

The final decision is made by advisory committee on the basis of the review of report received from advisory committee/Nominee. In case advisory committee was previously involved in the certification decision related to appeal, the decision is taken by another nominated person who was not previously involved in the specific certification audit / decision process.

Advisory committee tracks and records the actions taken and the appellant is kept informed by advisory committee on the progress till the appeal is resolved. At the end of appeal handling process, formal notice is given to the appellant by advisory committee.

Advisory committee would ensure that appropriate correction and corrective actions are identified and implemented where required.

Advisory committee ensures that submission, investigation and decision on appeals shall not result in any discriminatory actions against the appellants.

Advisory committee submits his report to director technical and the decision will be communicated to the appellant.

The progress report shall be send to appellant and request him for the feedback within fifteen days. if the complainant does not come back it means the appeal is solved.

This shall be shown and discuss with impartiality committee.

Confidentiality shall be maintained throughout.

Complaints

the complaint can be received by e-mail, fax, written, verbal. We will only accept such complaints with proper identification of the person. On receipt of complaint, advisory committee evaluates gathers and verifies all necessary information to validate the complaint. In case it is confirmed that the complaint relates to certification activities, advisory committee shall initiate investigation.

Director technical ensures that the persons engaged in complaints handling process are different from those who carried out audits and made the certification decisions.

If the complaint is about certified clients, it will be communicated to the concerned client at an appropriate time. The complaint is recorded, acknowledged and communicated to the complainant by advisory committee.

Complaints are investigated by advisory committee for deciding actions to be taken in response to the complaint.

In case the complaint is against the certified client, the investigation shall consider the effectiveness of certified management system and any actions required are decided by advisory committee.

Advisory committee implements the actions decided and track the actions taken till its completion. Advisory committee also ensures that corrections and appropriate corrective actions are implemented and completed where required.

Whenever possible, advisory committee communicates the progress on the actions to the complainant and at the end of complaint closure; formal notice is given to the complainant.

The above activities of complaint handling process are subjected to requirement for confidentiality as it relates to the complainant and to the subject of the complaint.

The progress report shall be send to complainant and request him for the feedback within fifteen days. if the complainant does not come back it means the complaint is solved.

Advisory committee shall determine, together with client and complainant, whether and, if so to what extent, the subject of the complaint and its resolution shall be made public.

Corrective actions as required are dealt with as per procedure (Corrective and Preventive Action).

Confidentiality shall be maintained throughout.

This shall be shown and discuss with impartiality committee.

Aged Complaints

all complaints that are not resolved within three months of the agreed timeframe (aged complaints) are transferred to accreditation board.
 

• original complaint

• records of the review of the complaint

• response to the complainant

• Any other records that inform the background to the complaint.