Quality Manual

Measurement & analysis process manual

4.2 Documentation requirements

Objective

To establish, document, implement and maintain QMS documentation.

Scope

Covers all the documentation activities of Inooga Solutions.

Responsibility

Responsibilities for implementation of various activities covered by the quality system documentation are described as a part of respective document.

Quality management system description

The QMS documentation includes quality policy and quality objectives, quality manual, software development process, project management process, quality system procedure, support processes and quality records covering all the activities of Inooga Solutions quality management system.

4.2.1 General

Inooga Solutions quality management system is based on the principle of quality management.

Means: Management of quality through quality control and quality assurance. The MR, who has ultimate authority over change, access, content, etc., maintains the quality management system. All processes / procedures are under control and have owners with final authority. Inooga Solutions quality manual is based on quality policy and objectives and is structured as three –tiered pyramid. It consists of the following:

Level 1:

Quality manual is established and maintained conforming to all the requirements of ISO. This document serves as interface with various processes and procedures documented in Level 2 of QMS.

Level 2:

Processes and procedures specifying the planning control, and reporting processes along with the software development methodology, that are followed for all projects undertaken by Inooga Solutions. The processes & methodologies are documented in our marketing process manual, software development process manual, project management process manual, quality system procedures, software quality assurance manual and support processes.

Quality records are the records that are kept to demonstrate the effectiveness of our quality management system. Quality records are kept with the HR department as part of their personnel file during the course of the project and training record of employees.

Level 3:

Guidelines for project estimations are provided as background information for the respective processes and procedures. Forms and formats are referred by the processes at Level 2. These documents, when filled, become the quality records. Access to various quality records is controlled, and access authorization is granted through the owner of the requested records.

The project activities at Inooga Solutions are governed by QMS. They are applicable in most of the projects undertaken by Inooga Solutions and are followed unmodified.

Exceptions include projects, which have duration of less than 6 man-months or are research projects or product development projects. For occasional projects, for which deviations from the QMS are required (due to customer requirements, or due to the nature of project), the project manager documents the required changes after the approval of the QA manager in the PMP. There would be no deviation in QMS if Inooga Solutions decides to take up in- house project for development.

Inooga Solutions QMS documentation includes:

Ø Documented statements of quality policy and quality objectives which are provided

as a part of this manual.

Ø Quality manual.

Ø Quality system procedures as required by ISO 9001:2008 standard.

Ø Marketing process.

Ø Software development processes.

Ø Project management process.

Ø Software quality assurance.

Ø Support process.

Ø Quality record formats.

Ø Standards / guidelines.

These documents are available as electronic media and as hard copies.

4.2.2 Quality manual

A quality manual is established and maintained including-

Ø Company overview.

Ø Scope of the quality management system.

Ø Quality policy and objectives.

Ø Quality management system descriptions.

Ø References to the marketing process, project management process,

Ø Software development process, quality system procedures and support process.

Ø Description of the interactions between the processes of the QMS.

4.2.3 Control of documents

Documents required by the QMS are controlled. Quality records are special type of documents and are controlled as per the quality system description provided in a subsequent paragraph titled “Control of Records”.

A document control procedure is established to define the control needs of documents. The needs are as follows:

Ø All documents are prepared, reviewed and approved by authorized personnel prior

to their issue. Documents marked “Control Copy” are issued by the issuing control body.

Ø Documents are reviewed and updated as necessary. These documents are re-approved by the same authority that approved the original document.

Ø Changes to documents and current revision status of the documents are identified as part of the document itself.

Ø Relevant versions of applicable documents are available at points of use, either as

hard copies or as electronic media.

Ø All documents remain legible by taking care while printing and photocopying.

Ø Documents are readily identified by unique identification, unique document title and

copy number.

Ø Obsolete documents are withdrawn from point of use and are marked “Obsolete”.

Ø They may be retained for the future reference for certain period.

4.2.4 Control of records

Record formats are available as part of QMS. For implementing this process, quality records are established and maintained to provide evidence of conformity to requirements and to the effective operation of QMS. Quality records remain legible, readable identifiable and retrievable. Control of record procedure is established to define the controls needed for the identification, legibility, storage, protection, retrieval, retention time and disposition of quality records.

Quality system document referred

Document control procedure

Control of records procedure

5 Management responsibility

5.1 Management commitment

Objective

Provide the evidence of top management’s commitment for the development and implementation of the QMS and continually improving its effectiveness.

Scope

The top management’s commitment covers all activities described in Inooga Solutions QMS.

Responsibility

The top management (consisting of CEO and CTO) is responsible to demonstrate commitment to the developments, implementation & improvements of QMS.

Quality management system description

Evidence of the top management commitment is provided by the following activities:

Ø Communicating to all the employees of Inooga Solutions, the importance of meeting customer requirements as well as statutory & regulatory requirements.

Ø This is carried out in various forums by the top management. CEO /CTO approve

all proposals & contracts submitted to customers. Products that do not meet

customer - as well as regulatory & legal requirements are not released to the customer.

Ø Establishing the quality policy.

Ø Quality policy is established based on the collective thinking and is reviewed in MRC.

Ø Ensuring that the quality objectives are established.

Ø The quality objectives have been established based upon the collective thinking

and are reviewed with all department heads.

Ø Conducting management reviews.

Ø Management review committee reviews the QMS at planned intervals to ensure

it’s continuing suitability, adequacy and effectiveness. A management review is conducted as per management review procedure.

a) Ensuring the availability of resources.

The top management reviews resource requirements on a regular basis and ensures availability of necessary resources.

Quality system document referred

5.2 Customer focus

Objective

The top management ensures that the customer requirements are determined and fulfilled with the aim of achieving customer satisfaction.

Scope

Customer satisfaction covers all the activities of Inooga Solutions.

Responsibility

The top management is responsible to ensure customer focus in all software development activities.

Quality management system description

Implementation of software development process ensures that the customer needs and expectations, including regulatory and legal requirements determined and converted into software requirements, are fulfilled by the product/project and services delivered to customers.

Quality system document referred

5.3 Quality policy

Objective

The top management ensures that the quality policy is defined, communicated and understood by all employees and is reviewed periodically for continuing suitability.

Scope

Quality policy is appropriate and compliant with all requirements to continually improve the effectiveness of QMS.

Responsibility

The top management and the quality manager are responsible to ensure that the quality policy is defined, communicated and understood by all employees in the organization and reviewed periodically for continuing suitability.

Quality management system description

The top management has defined the Quality Policy of the Inooga Solutions as follows:

"Inooga Solutions commits to create value for its customers by delivering cost effective solutions and services on time and in budget to meet and exceed customer expectations using well defined processes by continual improvement of processes, training and motivation of the employees by adhering to regulatory requirements."

The quality policy is communicated to the employees of Inooga Solutions by displaying it at prominent locations and is understood through the ISO 9001: 2008 awareness training program covering all the employees. Regular discussion between the management and employees to stress that quality is a way of life. Communication of the right interpretation of quality policy to the employees by the senior management through mail or in open forum. The quality policy is reviewed for continuing suitability once in a year in management review meeting by the MRC.

Quality system document referred

5.4.1 Quality objectives

5.4 Planning

Objective

The top management ensures that quality objective is established at relevant function and levels in the company, which is measurable and consistent with the quality policy.

Scope

Planning covers quality objectives and QMS.

Responsibility

The top management is responsible to ensure that planning activities are consistent with quality objectives and with QMS.

Quality management system description

The top management has defined the Quality Objectives Inooga Solutions as follows:

The quality objectives are measurable and are consistent with the quality policy. The quality objectives needed to meet the requirements of the product are documented in the quality plan, which is part of project management plan.

The objectives of individual processes are defined as part of respective process documents.

The quality objectives shall be percolated to employees at the bottom line through the head of the departments.

The quality objectives will be in vague and should be reviewed every alternate management review meeting and revised based on the business goals.

5.4.2 Quality management system planning

The top-level management ensures

Ø The planning of the QMS is carried out in order to meet the general requirements and attain the quality objectives.

Ø Change control activities are carried out so that integrity of the QMS is maintained.

Ø Document change control provides the details of change control activities.

Quality system document referred

Project management process manual

5.5 Responsibility, authority and communication

Objective

The top management ensures that the responsibility, authority & their interrelation are communicated to all the employees.

Scope

Responsibility, authority and communication covers all the activities covered under QMS.

Responsibility

The top management is responsible for activities pertaining to responsibility, authority and communication.

Quality management system description

The top management has defined the responsibility and authority and their interrelationship which are described as follows:

5.5.1 Responsibility and authority

The top management has defined the responsibilities, authorities and the interrelation of individuals in Inooga Solutions by their designation.

Annexure-2 provides the organization chart of Inooga indicating the structure and interrelation among departments.

Annexure-3 provides the roles & responsibilities and authorities of individuals in Inooga Solutions by their designation.

5.5.2 Management representative

Quality manager is appointed as the management representative, who, in addition to other responsibilities, has responsibility and authority over the following:

Ø Coordination of the activities pertaining to establishment, implementation and maintenance of the processes and procedures needed for the QMS.

Ø Submission of reports to the top management on the performance of the QMS. These reports are generally submitted after the conclusion of the internal audits.

Ø In various forums, MR promotes the awareness of meeting customer requirements.

Ø The responsibility of MR also includes liaising with external parties on matters related to Inooga Solutions QMS.

5.5.3 Internal communication

The top management ensures that appropriate communication process are established and streamlined within the organization so as to implement the QMS effectively. Various formal and informal communications processes are established to achieve effectiveness of QMS they are as follows:

Ø Induction program for each individual joining Inooga Solutions as new employee.

Ø Conducting awareness training on QMS.

Ø Conducting project progress meeting.

Ø Conducting team review meeting.

Ø Management review meeting.

Quality system document referred

5.6 Management review

5.6.1 General

Objective

Top management reviews the QMS of Inooga Solutions at planned and regular intervals of time to ensure its continuing suitability, adequacy and effectiveness.

Scope

Management review includes assessing opportunities for improvement, and need for changes to QMS, including the quality policy and quality objectives.

Responsibility

MR is responsible for the coordination of management review.

Quality management system description

Management review procedure is established to carry out activities with respect to management review meeting. The MRC conducts management reviews of Inooga Solutions QMS, at least once in three months, based on the review input. Based upon the management review, review output is obtained which includes decisions to be implemented and action to be taken. All the records of the management review are maintained.

5.6.2 Review input

Prior to the management review, MR is responsible to collect all the information from the review input for conducting management review meeting. The review input includes the following information:

Ø Results of audits.

Ø Customer feedback.

Ø Project progress.

Ø Processes performance and product conformity.

Ø Status of preventive and corrective actions.

Ø Follow-up actions from previous management reviews.

Ø Planned changes that could affect the QMS.

Ø Continuing suitability of quality policy and objective.

During the management review meeting, the management committee discusses the review inputs and arrives at decisions.

5.6.3 Review output

The output from the management review includes decisions and actions taken related to:

Ø Improvement of the effectiveness of the QMS and its processes.

Ø Improvement of product related to customer requirements.

Ø Resource needs.

Ø Records of management review are maintained. These records indicate actions to

Ø be taken, persons responsible and the time schedules for completion of the actions.

Quality system document referred

6.1 Provision of resources

6 Resource management

Objective

Inooga Solutions determines and provides the resources needed to implement & maintain QMS to meet customer satisfaction.

Scope

Provision of resources covers the resources needed to implement and maintain and continually improve the effectiveness of QMS and enhance customer satisfaction.

Responsibility

CEO of the Inooga Solutions is responsible for the provision of resources.

Quality management system descriptions

Inooga Solutions determines and provides resources needed to implement and maintain QMS to meet and exceed customer satisfaction. The following resources have been provided:

Ø QA Manager.

Ø Participation of CEO, CTO, project manager, senior software engineer, team

members, trained internal auditors.

Ø Required computer system.

Ø Budgetary support.

Quality system document referred

Nil

6.2 Human resources

6.2.1 General

Objective

Personnel carrying out tasks, which affect the quality of the products, are competent on basis of appropriate education, training, skill and experience.

Scope

Human resource covers all the employees of the Inooga Solutions.

Responsibility

CEO and HR department head are responsible for human resource activities.

Quality management system description

Inooga Solutions recruits employees who are competent to carry out jobs assigned to them. The basis for competency is appropriate education, training, skill and experience.

6.2.2 Competence, awareness and training

Inooga Solutions implements following activities-

Ø Inooga Solutions recruitment process ensures that competent personnel are recruited in the company.

Ø Provides training or takes other actions to satisfy their needs.

Ø Project management plan identifies the skills required for the project team members.

Inooga Solutions ensures that the team members possess the required skill set.

Whenever required these skills are supplemented by providing training. All the

appropriate records are maintained.

Quality system document referred

Placement and Recruitment process manual

Training process manual

6.3 Infrastructure

Objective

To provide and maintain the infrastructure needed to achieve conformity with product requirements.

Scope

Infrastructure includes the following:

Ø Building, work space and related utilities.

Ø Hardware and software needed for software development activities.

Ø Support services such as networking and communication.

Responsibility

HR & General affairs and Logistics department are responsible for the activities of the infrastructure.

Quality management system description

Depending on the existing resources, allocation is made to various projects. If necessary, procurement is initiated as per Inooga Solutions purchase process.

Network engineer maintains the network and hardware as per networking and hardware maintenance process manual.

Quality system document referred

Purchasing process manual

Networking and hardware maintenance process manual

Internet & Information Security Policy Manual

6.4 Work Environment

Objective

To determine and manage the conditions of the work environment needed to achieve conformity with product requirements.

Scope

Work environment is applicable to all the activities of the Inooga Solutions.

Responsibility

HR & General affairs department are responsible for maintaining work environment.

Quality management system description

Software development and other support services require work environment, which promotes high productivity and comfort to the employees. The work environment essentially consists of:

Physical conditions such as adequate and clean workspace, comfortable levels of temperature, suitable furniture and Non-physical conditions such as motivated team working and mutual cooperation

The work environment is maintained and improved based on the feedback from the employees. The feedback can be given personally to their respective heads.

Quality system document referred

Nil

7 Product / Services realization

7.1 Planning for product / services realization

7.1.1 Planning for product realization

Objective

Inooga Solutions plan and develop the processes needed for product/project realization. Planning of product/project realization is consistent with the requirements of other processes of the QMS, conforming to various standards in the industry.

Scope

Planning of product/project realization is applicable to all products and projects undertaken.

Responsibility

Project manager and project leader hold the responsibility of planning of product/project realization.

Quality management system description

Software development processes and software development methodology identifies the processes for product/project realization. Project management process provides the method for preparation of a quality plan for each project and product undertaken for the development by Inooga Solutions. Quality assurance plan is prepared as part of the project management plan.

Towards planning product realization, quality plan document identifies the following-

Ø Quality objective and requirements for the product/project

Ø Processes, documents and resources specific to the product/project

Ø Required verification, validation, monitoring, inspection and test activities specific

to the product/project

Ø Acceptance criteria

Ø Records needed to provide evidence that the realization processes and resulting product meet the specified requirements.

Quality system document referred

Software development methodology manual

Project management process manual

7.1.2 Planning for placement and consultancy services

Objective

Inooga Solutions plan and develop the process needed for service realization. Planning of service realization is consistent with the requirements of other processes of the QMS, conforming to various standards in the industry.

Scope

Planning of service realization is applicable to all recruit resources of Inooga Solutions.

Responsibility

Placement manager and business development manager hold the responsibility of planning of service realization.

Quality management system description

Placement and recruitment process identifies the processes for service realization. Placement and recruitment process manual provides the method for the preparation of recruitment resource for Inooga Solutions and its resources worldwide. Towards planning service realization, placement and recruitment process document identifies the following-

Ø Quality objectives and requirements for the services

Ø Processes, documents and resources specific to the services

Ø Building the online database

Ø Short listing the candidates

Ø Conducting the interview

Ø Preparing the hot list

Ø Recommending to the clients

Ø Records needed to provide evidence that the realization processes and resulting service meets the specified requirements

Quality system document referred

Placement and recruitment process manual

7.2 Customer related processes

Objective

To develop and implement customer related processes towards determination of requirements, review of the requirements related to the product/project/service and customer communication.

Scope

Customer related processes are applicable for all activities involving interactions with customer such as proposals, contracts, customer feedback, customer complaints, etc.

Responsibility

Business development manager, CTO, project manager is responsible for implementation of customer related processes.

Quality management system description

7.2.1 Determination of requirements related to the product

Marketing process provides the methods and activities required for:

Ø Preparation, review and approval of proposal submitted to customer.

Ø Preparation, review and approval of contracts signed with the customer.

Ø Preparation, review and approval of product/Project development proposals.

Software development process has a sub process for requirements analysis and management which provides the method and activities required for analyzing, documenting, reviewing, approving and tracking of customer requirements, with this implementation, Inooga Solutions determines the following:

Ø Requirements specified by the customer, including the requirements for delivery and

Post-delivery activities.

Ø Requirements not stated by the customer but necessary for specified or intended use.

Ø Statutory and regulatory requirements related to the product.

Ø Any additional requirements determined by Inooga Solutions.

7.2.2 Review of requirements related to the product

Inooga Solutions has a review process for reviewing the requirements related to product/project. The review is conducted prior to company’s commitment to supply the product/ project to the customer. Requirements related to the product/ project are reviewed at three stages, namely, prior to submission of proposal, at the time of acceptance of the contract or order and prior to approval of software specification.

Change to requirements during development is also reviewed prior to acceptance, approval and implementations. Only accepted changes are taken for implementation.

Records of the results of these reviews and actions arising out of reviews are maintained. Where the customer provides no documented statement of requirement, Inooga Solutions confirms the customer requirements with the customer before acceptance. Based on the accepted contract, development work is initiated.

In case of internal development project, proposal for such development are also reviewed and approved as per proposal and contract processes of marketing processes.

Where product/project requirements are changed, Software development process provides methods and activates to ensure the relevant documents are amended and relevant persons are made aware of the changed requirements.

7.2.3 Customer communication

Marketing process provides methods and activities towards customer communication. These processes determine and implement effective arrangements for communicating with customer in relation to product/project information, enquires, contracts customer feedback including customer complaints.

Quality system document referred

Review process manual

7.3 Design and development

Objective

Inooga Solutions, plan, develop and implement design and development process consisting of the following:

Ø Design and development planning.

Ø Design and development inputs.

Ø Design and development output.

Ø Design and development review.

Ø Design and development verification.

Ø Design and development validation.

Ø Control of design and development changes.

Design and development processes are applicable for the products/projects involving design and development activities.

The method of execution of these process phases varies for projects executed for task based outsourcing projects, which is given in the Software development - outsourcing methodology. The process activities may be modified to suit the requirements of the customer.

Responsibility

CTO, project manager and project leader are responsible for design and development activities.

Quality management system description

7.3.1 Design and development planning

Based on the PIN, design and development work is initiated. All design and development activities are carried out as per project management plan for each product/project. A project management plan is prepared for each design and development project. Project management plan is prepared, reviewed and approved by authorized personnel.

The project management plan also identifies the method to manage the interface between different groups involved in design and development to ensure effective communication and clear assignment of responsibility

Activities defined in the project management plan are tracked to ensure that the design and development activities are under control. Project management plan is updated, as and when required to keep up with design and development progresses.

7.3.2 Design and development inputs

Software development processes-requirements analysis and management process defines the method and activities to be carried out for the preparation, review and approval of software requirements specification (SRS) and tracking the requirements during the software development life cycle. The software requirements specification document determines and documents the product/project requirements.

SRS document includes the following –

Ø Functional and performance requirements.

Ø Applicable statutory and regulatory requirements.

Ø Where applicable, information derived from previous similar designs,

Ø Other requirements essential for design and development.

While preparing the SRS document, care is taken that the requirements are complete, unambiguous and not in conflict with each other.

The SRS document is reviewed and approved by authorized personnel. It also defines the method and activities for documenting, review, approval and implementation of changes to the requirements during the software development life cycle.

For task based outsourcing projects design and development input phase involves receipt of task from the customer. The project team estimates the effort required for the task in consultation with the customer.

7.3.3 Design and development outputs

In software development, the design and development outputs are Software Design Description and software code. Software development process- design and coding process defines the method and activities to be carried out for preparation, review and approval of software design description and software code

Software design descriptions (SDD) and software code –

Ø Meet the input requirements for design and development i.e., SRS.

Ø Provide appropriate information for purchasing, production and for service provision.

Ø Contain or reference to product acceptance criteria and

Ø Specify the characteristics of the product that are essential for its safe and proper use.

Ø Software design may be carried out in two stages namely, High Level Design (HLD) and Detail design depending on the complexity of the design or can be carried out in one stage itself.

Ø Detail Design description (DDD) and software code are provided in a form that enables verification against the design and development input i.e., software requirements specification (SRS) and approved prior to release.

Ø For task based outsourcing projects, the software development - outsourcing methodology defines the method and activities to be carried out for execution, review, testing and approval of the delivered tasks allocated by the customer.

7.3.4 Design and development review

At every stage, systematic reviews of design and development are conducted –

To evaluate the ability of the results of design and development to fulfill requirements.

To identify any problems and propose necessary actions.

Design review process and coding process define the methods for the following stages –

Ø High Level Design.

Ø Detail design reviews

Ø Code reviews and/or

Ø Task reviews

A review team consisting of representatives of functions concerned with the design and development stages conducts these reviews. Records of the results of the reviews and necessary follow-up actions are maintained.

For task based outsourcing projects, the tasks are reviewed by the customer for acceptance, it is deemed to acceptable to the customer, unless the customer specifies in his feedback regarding changes to be done in the task delivered, in order to be accepted.

7.3.5 Design and development verification

Verification is performed to ensure that the design and development outputs viz.; Software design description and software code have satisfied the design and development inputs viz.; software requirements specification. The verification activities are carried out as part of design review and code review activities. Records of the results of the verification and any necessary actions are maintained.

For task based outsourcing projects, the verification of whether the given task is being delivered as per the specifications given by the customer is the responsibility of the customer

7.3.6 Design and development validation

Design and development validation is performed in accordance with testing process. As a part of testing, test plans are prepared to test the product at various stages of testing.

For outsourcing projects, the team prepares test plans for the tasks allocated keeping in view the time required to deliver a task.

The objective of testing is to ensure that the resulting product is capable of fulfilling the requirements specified or known or intended use of application. Validation is completed prior to delivery of the product / project / Task. Records of results of testing and necessary follow-up actions are maintained.

7.3.7 Control of design and development changes

Configuration management process defines the methods and activities to be carried out for identifying and recording changes throughout the software development life cycle. The changes are recorded, reviewed, verified and validated as appropriate and approved before implementation. The review of design and development changes includes evaluation of the effect of the changes on the constituent parts and delivered product/project. Records of the results of the review of changes and necessary actions are maintained.

However for task based outsourcing projects, in case of any changes in the task given by the customer, the project considers it as a new task or modification of the existing task and re-estimates the time required to deliver the task. These tasks are tracked using a task tracker tool.

Quality system document referred

Software Development - Outsourcing Methodology

Configuration management process manual

7.4 Purchasing

Objective

Inooga Solutions develops and implements purchasing process to ensure that the purchased product conforms to specified requirements.

Scope

Purchasing activities are applicable for products that have a direct bearing on the software development such as computer systems and software.

Responsibility

Human Resource and General affairs department-head is responsible for purchasing activities.

Quality management system description

7.4.1 Purchasing process

Purchasing process defines the methods and activities to be carried for the purchasing activities of Inooga Solutions. The type and extent of control applied on the supplier and the purchased product is dependent on the effect of the purchased product on the subsequent product realization and the final product.

As defined in the purchasing process, suppliers are evaluated and selected on the basis of their ability to supply product in accordance with the company’s requirements. For each type of item, criteria for selection, evaluation and re-evaluation are established. Records of evaluation and results of necessary actions arising from the evaluation are maintained.

7.4.2 Purchasing information

At the time of purchase, Inooga Solutions provides purchasing information to the supplier. The purchasing information describes the product to be purchased including-

a) Requirements for approval of product, procedures, processes and equipment.

b) Requirements for qualification of approval.

c) Quality management system requirements.

Prior to communication to the supplier, the purchase information is reviewed for adequacy.

7.4.3 Verification of purchased product

The purchased product is subjected for inspection to ensure that purchased product meets specified purchase product requirements. Only products that have been accepted are used in Inooga Solutions.

Where the company or the customers intend to perform verification at the supplier’s premises, the company states the intended verification arrangements and method of product release in the purchasing information provided to the supplier.

Quality system document referred

Purchasing process manual

7.5 Production and service provision

Objective

Inooga Solutions plan and carries out production and service provision under controlled conditions.

Scope

Production and provision of Inooga Solutions covers activities such as – replication and release, installation and acceptance, maintenance, system administration and configuration management activities.

Responsibility

Project manager and project leader are responsible for replication and release, installation and

acceptance, maintenance and configuration management activities. System administration department is responsible for system administration activities.

Quality management system description

7.5.1 Control of production and service provision

Inooga Solutions plan and carry out production and service provision under controlled conditions. The development process and other processes define the methods and activities that need to be carried out for developing, releasing, installing and maintaining software.

Replication and release defines the method and activities with respect to replication and release of the product to the customer.

Installation and acceptance defines the methods and activities with respect to installation and acceptance of the product at the customer premises.

Maintenance defines the methods and activities relating to maintenance of the product during warranty, post warranty stages and third part software maintenance.

System administration process defines the methods and activities for hardware maintenance, network and communication control, back-ups, security policy and virus control.

7.5.2 Validation of process for production and service provision

Planned reviews are conducted as part of all the SDLC processes. These reviews ensure that the resulting output of each phase of SDLC is useful as input to the subsequent SDLC phase. The objective of these reviews is to ensure that the SDLC processes have the ability to achieve the planned results. Reviews are conducted on a periodic basis as well as, at the completion of a particular phase.

7.5.3 Identification and traceability

Configuration management process defines the methods and activities to be carried out related to identification and traceability. As a part of project management plan, a configuration management plan is prepared for each product / project.

Implementation of configuration management plan will ensure the following:

Ø Unique identification of the software items throughout the SDLC.

Ø Baseline and configuration control of the software items.

Ø Change control for implementation of approved changes.

Ø Version control to identify different versions of the product.

Software test plan identifies the types of tests to be conducted at different stages of development on the product / project. During testing, the product / project is moved to testing environment and test observations are provided to the developers for resolving the deficiencies reported. By keeping the product / project in the testing environment and linking to the test report, the status of the product / project is identified with respect to monitoring and measurement of the requirements. Where traceability is a contractual requirement, configuration management ensures control and records the unique identification of the product / project.

Quality system documents referred

Configuration Management Process

7.5.4 Customer property

Configuration management process defines the methods and activities to be carried out with the customer property while it is under the company’s control or being used by the company. As per the procedure, Inooga Solutions identifies, verifies, protects and safeguard customer property (including intellectual property) provided for incorporation into the product/project. If any customer property is lost, damaged or otherwise not found to be suitable for use, then it is reported to the customer and the records are maintained.

7.5.5 Preservation of the product

Inooga Solutions preserves the conformity of the product/project during internal processing and delivery to the intended destination. This preservation includes identification, handling, packaging, storage and protection. Preservation is applicable for the constituent parts of the product/project. Configuration management process defines the methods and activities towards preservation of product/project.

7.6 Control of monitoring and measuring device

The following clause is not applicable for Inooga Solutions Pvt Ltd, as the company is not using any monitoring or measuring devices.

8. Measurement, analysis and improvement

8.1 General

Objective

The company plans to implement, monitor, and measure the conformity of the product and QMS.

Scope

Measurement, analysis and improvement processes are applicable to SDLC process and support processes.

Responsibility

Project manager, project leader(s), programmers, test engineers and QA manager are responsible for implementation of measurement, analysis and improvement processes.

Quality management system description

Quality management system of Inooga Solutions defines the measurement, analysis and improvement processes consisting of the following:

Ø Marketing process - customer satisfaction measurement.

Ø Internal audit procedure.

Ø Software development process – testing.

Ø Measurement and analysis process.

Ø Corrective action procedure.

Ø Preventive action procedure.

Quality system document referred

Internal audit procedure

Measurement and analysis process manual

Corrective action procedure

Preventive action procedure

8.2 Monitoring and measurement

Objective

Inooga Solutions plans to implement, monitor, and measure the conformity of the product and QMS.

Scope

Monitoring and measurement is applicable for measuring customer perception, conducting internal audits, monitoring and measurement of processes and products.

Responsibility

The business development manager/PMO is responsible for monitoring and measurement of customer satisfaction.

MR is responsible for internal audit activities.

Project manager and project leaders are responsible for monitoring and measurement process.

Quality management system description

8.2.1 Customer satisfaction

Marketing process - customer satisfaction measurement procedure defines the method and activities to be carried out to monitor information relating to customer perception as to whether Inooga Solutions has fulfilled the customer requirements. This information is one of the measurements of the performance of QMS. At the completion of each project / product, information regarding customer satisfaction of the project / product delivered is collected. This information is analyzed and any improvement activities are initiated.

8.2.2 Internal audit

Internal audit procedure defines the method to conduct internal audits at planned intervals to determine whether the QMS of Inooga Solutions conforms to the planned arrangements, to the requirements of ISO 9001:2008 and is it effectively implemented and maintained.

An audit program is planned and scheduled, taking into consideration the status & importance of the process and areas to be audited, as well as results of previous audits.

The audit criteria, scope, frequency and methods are defined in the audit plans and schedules.

Selection of auditors and conducting audits ensures objectivity and impartiality of the audit process. Auditors do not audit their own work.

Internal audit procedure defines the responsibilities and requirements for planning and conducting audits and for reporting results and maintaining records.

The personnel responsible for the area being audited ensure the actions are taken as per agreed time schedules to eliminate detected non-conformances and their causes. Follow-up audits are conducted to verify actions taken and reporting of verification results.

The results of internal audits are submitted for management review.

8.2.3 Monitoring and measurement of processes

Software development process defines the methods and activities to be carried out for developing a software product / project, meeting customer requirements. The outputs of SDLC process are reviewed / tested to ensure that they meet input requirements. Based on the review / test results, corrections and corrective actions are taken. Wherever required the processes are amended suitably. Measurement data is collected for further analysis.

In addition to SDLC, all processes are monitored by QA on a periodic basis. The performance is measured against the objectives of the concerned department.

8.2.4 Monitoring and measurement of product

Software development process - testing defines the methods and activities to be carried out to monitor and measure the characteristics of the product to verify that the product requirements are fulfilled. For every product/project under development, a test plan is prepared, reviewed and approved. Test plan identifies the stages of testing and test cases to be conducted on the product / project.

Product / project release and delivery is taken after all the testing activities are satisfactorily completed, unless otherwise approved by product manager and where contractually required by the customer.

Quality system documents referred

Software development - outsourcing methodology

Control of non-conformity product procedure

Internal audit procedure

8.3 Control of Non conformity of the product

Objective

The company ensures that product which does not conform to the requirements is identified and controlled.

Scope

Control of non-conformity product is applicable to all the product/projects developed by Inooga Solutions.

Responsibility

Project manager is responsible for controlling non-conformity.

Quality management system description

Control of non-conformity product procedure defines the methods and activities for testing the product/task. They are identified during the testing.

One or more of the following actions are taken to deal with non- conformity product/task.

Ø Taking action to eliminate the detected non-conformity.

Ø By authorizing its use, release or acceptance under concession by project manager

& where contractually specified by the customer.

Ø By taking action to preclude its original intended use or application.

Ø The records of nature of non-conformities and subsequent action taken are documented. When non-conforming product is corrected, it is subjected to re-verification to demonstrate conformity to the requirements.

Quality system documents referred

Corrective action procedure

Preventive action procedure

8.4 Analysis of the data

Objective

The company collects and analyzes appropriate data to demonstrate the suitability and effectiveness of QMS.

Scope

To analyze the data for software development, customer related process.

Responsibility

Concerned departmental personnel are responsible for data generation and QA manager is responsible for data collection and analysis and reporting. Project leader and department heads are responsible for initiating improvement activities.

Quality management system description

Ø Measurement and analysis process defines the method and activities for data generation, data collection, analysis and reporting to the management. The analysis and improvement are initiated for the following activities:

Ø Effort, schedule and defect measurements during the SDLC process.

Quality system documents referred

Measurement and analysis process manual

8.5 Improvement

Objective

The company continually improves the effectiveness of the QMS and initiates improvements, corrective action and preventive action.

Scope

Improvement covers all the activities of the QMS of Inooga Solutions.

Responsibility

Heads of departments and project manager are responsible for improvement activities in Inooga Solutions.

Quality management system description

8.5.1 Continual improvement

The company continuously improves the effectiveness of the QMS through the use of quality policy, quality objectives, audit results, analysis of data, corrective & preventive actions and management review. Management review procedure defines the method and activities for reviewing information on the performance of the QMS and asses opportunities for improvement, including quality policy and quality objectives. Based on the review output continual improvement activities are initiated.

8.5.2 Corrective action

The company takes action to eliminate the causes of non-conformities in order to prevent recurrence. Corrective action procedure is established defining the methods and activities for corrective actions. Corrective action procedure defines the following:

Ø Reviewing non-conformities (Including customer complaints).

Ø Determining the causes of non-conformities.

Ø Evaluating the need for action to ensure that non-conformities do not recur.

Ø Determining and implementing the action needed.

Ø Records of action taken.

Ø Reviewing corrective action taken.

8.5.3 Preventive action

The company determines action to eliminate the causes of potential non-conformities in order to prevent their occurrence. Preventive action procedure is established for defining the methods and activities. Preventive action procedure defines the following:

Ø Determining potential non-conformities and their causes.

Ø Evaluating the need for action to prevent occurrence of non-conformities.

Ø Determining and implementing action needed.

Ø Records of results of action taken.

Ø Reviewing preventive action taken.

Quality System documents referred