The below documents are maintained at Xxx Ltd.

Quality Manual A Quality Manual is the main, top-level document which establishes the quality policies and objectives of the organization. It provides evidence and a benchmark for the organization what specific controls are implemented to ensure service quality. The quality manual of the organization ensures that all the quality elements are addressed by the quality management system and it contain references to other relevant documentations including process instructions, standard sperating procedures, forms, control charts ect . Key areas covered under the ISO QMS manual of the company include Quality Policy , Objectives, Management Responsibility /Commitment, Resources management, Infrastructure, Monitoring and controlling the key business processes ect.

Procedure Manual Procedure manuals describes the standard process flow of all key business processes in an organization. For a service organization like Xxx Ltd standard operating procedures are more important because most of the service activities conducted by the organization falls under the repetitive type. Procedure manuals document the way activities are to be performed to facilitate consistent conformance to technical and quality system requirements and to achieve service quality through organizational activities. The development and use of SOPs minimizes variation and promotes quality through consistent implementation of a process or procedure within the organization, minimizing effects of temporary or permanent personnel variations. Process Manual The process manual is a collection of related, structured activities or tasks that produce a specific business process visualized with a flowchart as a sequence of activities with interleaving decision points. The main business processes of Xxx Ltd are handling Accounts receivable, Accounts payable, General Ledger, Bank Reconciliation, Fixed Assets ect. Procedure manual exemplify each of this business processes in Flow charts or process matrices revealing all dependencies, responsibilities and sequence of activities. Process Standards

By applying process standards Xxx Ltd expect to minimize the risk associated with the key business functions. The main risk associated is the cost in BPO projects. Business process standards gives the company service level agreements(SLA) which provide a benchmark for others to compare the quality of provided services. Within the company, standardization facilitates communications about how each segment is operating and it enables smooth handoffs across process boundaries. Process Instructions Process Instructions provides a detailed breakdown of instructions required to carry out one or more steps or tasks in a procedure. Usually these comprise of best practises used by teams and are retained in the sections where the work is actually performed. Process Instructions are beneficial to standardize a process, by ensuring target personnel are consistently performing the same tasks and procedures which leads to reduced variation within a process. It also simplifies or reduces training efforts. In Xxx Ltd it is always ensured that process instructions are documented with the terminology actually used by the personnel in order make sure they understand and follow them. Failure Mode and Effect Analysis (FMEA) Failure Mode and Effects Analysis (FMEA) is a logical, proactive technique that is used to identify and eliminate potential causes of failures. The objective of an effective FMEA is to identify corrective actions required to prevent failures from reaching the customer and to assure the highest possible yield, quality and reliability. In the services industry, FMEA is critical because once a service encounter has occurred any corrective actions taken by the service provider will likely be futile. FMEA is used by the organization to determine the best possible design of the process to achieve high reliability and customer satisfaction. It provides a well-documented record of improvements from corrective actions implemented and historical information for analyzing and preventing potential failures in future.