A PROJECT REPORT ON

PROCEDURE FOR OBTAINING ISO CERTIFICATION

SUBMITTED BY: TIARA DSOUZA (M.COM - II : 2010-2011)

Submitted to : SS DEMPO COLLEGE OF COMMERCE, GOA

1. INTRODUCTION: The International Organization for Standardization (ISO) is a non-governmental network of national agencies whose purpose is the development of international standards for business and government. International standards are designed for trade between countries. They provide a technological base and a system of best management practices. Standards ensure safe products and organizational procedures that reduce environmental impact. Standards benefit trade and business by simplifying procedures and reducing an organization's environmental risk. Consumers benefit by the knowledge that state-of-the-art practices are developed for global relevancy. The ISO 9000 family of standards relate to quality management systems and are designed to help organizations ensure they meet the needs of customers and other stakeholders. The standards are published by ISO, the International Organization for Standardization and available through National standards bodies. ISO 9000 deals with the fundamentals of quality management systems, including the eight management principles on which the family of standards is based. ISO 9001 deals with the requirements that organizations wishing to meet the standard have to meet. Independent confirmation that organizations meet the requirements of ISO 9001 may be obtained from third party certification bodies. Over a million organizations worldwide are independently certified making ISO 9001 one of the most widely used management tools in the world today. ISO 9001:2000 combines the three standards 9001, 9002, and 9003 into one, called 9001. Design and development procedures are required only if a company does in fact engage in the creation of new products. The 2000 version sought to make a radical change in thinking by actually placing the concept of process management front and center ("Process management" was the monitoring and optimizing of a company's tasks and activities, instead of just inspecting the final product). The 2000 version also demands involvement by upper executives, in order to integrate quality into the business system and avoid delegation of quality functions to junior administrators. Another goal is to improve effectiveness via process performance metrics numerical measurement of the effectiveness of tasks and activities. Expectations of continual process improvement and tracking customer satisfaction were made explicit. The ISO 9000 standard is continually being revised by standing technical committees and advisory groups, who receive feedback from those professionals who are implementing the standard.

ISO 9001:2008 only introduces clarifications to the existing requirements of ISO 9001:2000 and some changes intended to improve consistency with ISO 14001:2004. There are no new requirements. A quality management system being upgraded just needs to be checked to see if it is following the clarifications introduced in the amended version.

2. RESEARCH METHODOLOGY. 1. Companies that decide to go for an ISO certification first need to consult an individual quality auditor or a firm of quality consultants who are well versed in ISO matters. They need to seek a detailed orientation for understanding and thereby adequately meeting the requirements of the quality system standards. 2. The top brass of an organization planning to go in for ISO certification should first identify under what ISO category their organization falls viz: ISO 9001, 9002 or 9003. They need to share the commitment to seeking ISO certification with all levels of management, choose an ISO representative and also decide whether to use a consultant or not. 3. There ought to be some system already in existence either written or oral with regard to adherence to quality of the product produced by the industry/industry, be it a product or service. The organization then has to review the existing oral/documented Quality System, identify procedural areas for modification, change or deletion, and decide on what needs to be implemented and how to format the ISO 9000 required Quality Manual. 4. Once that is done, different members of the organization involved in the procedure need to agree on a feasible deadline for a date for inviting the certification body for conducting the necessary audit for getting the ISO certification. They have to then make a documented report on Planning and Implementation of Procedures for ISO Certification. 5. With the help of the report on Planning and Implementation, they require to identify the appropriate personnel/ departments for working on the procedures required to have a compliant Quality Manual to review and update the QA Manual(s) in order to achieve thoroughness, completeness, cohesion and compliance with the ISO standard. 6. It is advisable to produce a flow chart to illustrate the interrelation of all the procedures. The company also has to arrange for training the appropriate personnel at all levels of the

organization on the procedures, detailed in the Quality Manual, and the quality concepts of ISO 9000 and could use external training for the Internal auditor.

The organization needs to conduct internal quality audits at pre-agreed intervals to verify compliance with quality procedures. It is the main 'Make sure you are still doing it and not relaxing' requirement of ISO. The organization has to initiate corrective actions on any deviation/defaults found and conduct periodical Management Review Meetings to review the performance of the quality system and review the Internal Quality Audit, the corrective action and preventive action process. These meetings can be used as the driving force for continuous improvement/quality planning. Now is the time to bring in the 'Registrar of the Certifying Body' to conduct the certification audit. The certification audit, which is a very detailed audit procedure, goes in depth right from auditing the management team to the line team. All the clauses are thoroughly checked as to whether the employees have understood the concepts well. In the next phase of auditing, surveillance would be carried out every year after the certification is completed. This is done to check whether the company is following the procedures and systems as documented and is there any sort of improvement in the entire process. The final phase is the re-certification audit, which is done after three years of certification audit, and the auditing would be the same as in the case of certification audit.

2.1 1. 2. 3. 4. 5. 6.

6 REASONS FOR ISO IMPLEMENTATION: More efficient and cost-effective internal operations. Increased credibility as an outstanding supplier in local and foreign markets. Well-defined responsibilities & authorities. A documented Quality System providing a useful reference and training tool. A greater emphasis to focus on the customer needs and customer satisfaction. Increase in productivity.

2.2 BENEFITS OF ISO: 1. Benchmarking of the required Quality of Service levels. 2. Consistency in the quality of the product and service delivered. 3. Awareness of requirement of achieving high quality standards.

4. Creating an Organization structure. 5. International acceptance.

3. QUALITY MANUAL: The procedure of Obtaining ISO Certification is laid down in the Quality Manual that is supposed to be prepared by the company in need of such a certification. The company needs to follow its day to day procedures as described in the clauses mentioned in the Quality Manual. Each Quality Manual is different from the other as ISO Certification process got a very wide scope. And not all parameters as laid down in the ISO Certification guide is necessary for each company. In order to perfectly need the applications and procedure followed for obtaining ISO certification I am going to closely study the Quality Manual. And mention the procedure that has to be followed to be ISO Certified. Following & defining all the procedures stated below completes the certification progress.

3.1 SCOPE OF QUALITY MANUAL: This Quality Manual explains the entire Quality Management System adopted and implemented by Sai Service Station Limited. This manual has been prepared based on the Quality Standards laid down in ISO 9000 - 2000 Standards.

The main objective of establishing a better quality system is to render services to meet the expectation of the customers and do better by continuous improvement. As a by product, this will help in meeting the challenges of competition. This is achieved by setting quality standards, specifications and meeting the service needs of the customer. The manual is applicable to all activities of the sales department, service department and spare parts department.

3.2 INTRODUCTION:

The scope of this Quality Manual is to explain the functioning of M/s. Sai Service Station Ltd, adopting the ISO 9000 - 2000 series of Quality Management System (ISO 9000 2000 Quality Systems - model for quality assurance system for servicing) conforming to the international standards giving downwards reference to the levels of documents and records. The manual shall be controlled by the Management Representative (M.R.) and the controlled copy shall be numbered and issued to the copy holders as given in Section 4 3.3 AMENDEMENT PROCEDURE: This manual will be amended and updated periodically in order to maintain the improvement in quality and to incorporate the latest technological developments. a. Approving Authority: Chief Executive Officer (CEO) b. Recording:   y Issue    Each amendment shall be distributed and issued to the holders of the controlled copies. MR will send a copy of the amendment pages i.e. the Quality Manual Amendment note and Revision Record Sheet. All control copy holders will give a receipt of receiving the revision.

Amendment shall be recorded in the Amendment Record Sheet Each Amendment Sheet shall be numbered and dated.

c. Responsibility The copy holder will be responsible to incorporate the amendment sheet and return the obsolete pages to MR. d. Distribution The controlled copies will be distributed as per the names given in Section.4.

LIST OF ABBREVIATIONS

FTR IT ITI MUL PDI RO (W-l) ST FI MRN VOR RTC STC GM CEO MIS WM Snr Mgr MR HOD HR Dept SPD M&S PSF MGA MGP

Field Trouble Report Information Technology Industrial Training Institute Maruti Udyog Limited Pre Delivery Inspection Regional Office (West-1) Sales Tax Final Inspection Material Receipt Note Vehicle Off Road Regional Training Center Service Training Center General Manager Chief Executive Officer Management Information System Works Manager Senior Manager Management Representative Head of Department Human Resources Department Spare Parts Department Marketing & sales Post service/sales follow up Maruti Genuine Accessories Maruti Genuine parts.

5. DISTRIBUTION; LIST OF CONTROLLED COPY HOLDERS

The controlled copies are numbered, accounted and distributed as under :

S No. 1. 2. 3. 4. 5. 6. 7. 8. 9. 10. 11.

Appointment CEO Works Manager Sales Manager External Audit Copy WM Accidental Repair Shop Snr. Mgr Spares Manager Finance Internal Auditors Copy MR Copy DPM (Service) MUL, Gurgaon RO (W-l) MUL, Mumbai

Copy No. 1 2 3 4 5 6 7 8 9 10 11 Soft copies in Read Only form. Password with MR for amendment. e-mailed to RSR of RO (W-l) & MUL(Service 5) Hard Copy

6. QUALITY MANAGEMENT SYSTEMS 6.1 GENERAL REQUIREMENTS : Clause 4.1 The Quality system has been established and documented in the form of Quality Manual supported by the quality system procedure manual and instructions. Quality policy objectives are to ensure customer satisfaction. 6.2 QUALITY SYSTEM PROCEDURE : The quality procedures have been incorporated in the Quality manual which conforms to the standards established. This procedure shall be strictly adhered to as documented and any deviation from the system will be liable to strict action by Management Review committee. The Management Representative shall review the systems and policy as per the Quality Manual and Procedures. The Quality Manual shall be controlled by the CEO while the

procedures, statements, forms, records and files are controlled by the respective department heads.

6.3 STRUCTURE OF QUALITY DOCUMENTS:

QUALITY POLICY QUALITY POLICY

QUALITY MANUAL QUALITY MANUAL

QUALITY SYSTEM PROCEDURES QUALITY PLANS QUALITY PLANS QKJG WORK INSTRUCTIONS AUDIT AUDIT

TEMPLATES AND FORMS

QUALITY RECORDS

7 7.1

DOCUMENTATION REQUREMENTS GENERAL : Clause 4.2.1 The Quality system Documents shall comprise.

a) Quality Manual - Clause 4.2.2 b) Procedures Manual. c) Various operation standards and work instructions issued by Maruti Udyog Limited for sales, service and spares activities d) Formats of Sai Service Station Limited

7.2

CONTROL OF DOCUMENTS : Clause 4.2.3 DOCUMENT AND DATA CONTROL PROCEDURES :

DOCUMENT QUALITY MANUAL QUALITY PROCEDURE FORMATS OF KAPL FORMATS OF MUL

PROCEDURE As per Amendment Record sheet put up by M R and approved by CEO and distributed to controlled copy holders. As per Amendment Record sheet put up by M R and approved by CEO and distributed to controlled copy holders As per Amendment Record sheet put up by M R and approved by CEO and distributed to controlled copy holders By concerned department of MUL

Changes shall be made in document only after approval by the C.E.O and the date of change and revision number shall be recorded and issued to all controlled copy holders for updating of document.

7.3 . DOCUMENT AND DATA CHANGES DOCUMENT DATA CHANGE PUT UP BY MR MR MR DATA CHANGE REVIEW TIME CONTROL OF OLD AND REVISED COPY (IN CASE OF CHANGE) MR MR MR

QUALITY MANUAL QUALITY PROCEDURE FORMAT OF KAPL

In Review meetings In Review meetings In Review meetings

7.4 CONTROL OF EXTERNAL DOCUMENTS : Maruti Sales, Spares and Service bulletins and circulars are controlled by Maruti Udyog Limited. Copies received will be controlled by respective heads of department like sales circulars & bulletins by HOD spares and service circular and bulletins by HOD service/Body shop as the case may be. y y y y y y y Service Manual Parts Catalogue SQS CSI Related Booklets Posters/clouts CI Manual

8. SCOPE OF DOCUMENTATION REQUIREMENTS

8.1 CONTROL OF RECORDS : Clause 4.2.4 The records on quality related activities are generated mostly by computerized documentation system by all the departments in such a manner as to provide evidence of quality and study the trend/pattern of some of the activities for incorporating changes.

8.2 STORAGE OF RECORDS : a) The records shall be preserved for a specified duration in such a way that they can be easily retrieved without any damages and deterioration by respective departments. b) The records shall be reviewed once in a year and retention/disposal instructions shall be issued. 8.3 DURATION OF STORAGE OF RECORDS : TYPE OF RECORDS a) Sales records 1) 2) 3) 4) 5) 6) Enquiry. Booking order record. Delivery schedule register. Vehicle sales invoice. Receipt. Delivery Receipt and gate pass. 3 years. 3 years. 3 years. As per law. As per law. 2 years. Sales Manager. DURATION RESPONSIBILITY

b) Service records 1) 2) 3) 4) 5) 6) 7) 8) Job Cards. IPO. Final Inspection Register. Gate Pass. Maintenance Register. Calibration Record. Employees training plan. Training record. 2 years. 2 years. 2 years. 2 years. 2 years. 2 years. 2 years. As long as employee is in service 2 years 2 years 2 years 2 years

9) Customer complaint register. 10) Tool control record. 11) Vehicle history sheet. 12) FTRs.

CCM WM

13) PSF. 14) CSI. 15) Service Reminders. 16) Warranty Records.

1 year 2 years 1 year 2 years

CCM CCM CCM WM

TYPE OF RECORDS c. Spare parts records 1. Purchase orders 2. MRN 3. Counter sales records 4. Consumption reports(IPO) d. Miscellaneous and general records 1. MUL bulletins, circulars on sales service and spare parts 2. Minutes of Management review 3. Internal quality audit report 4. Counter measure records 5. Charts 6. Quality manuals 7. Accounts 8. IT and ST assessment order 9. Agreement with MUL

DURATION
2 years 2 years 2 years 2 years 3 years after a model discontinued or abolished 2 years 2 years 2 years 2 years 2 years after next edition As per the Law As per the Law 5 years

RESPONSIBILITY
Snr Mgr Spares

Sales Manager, WM, Snr Manager Spares MR Mr HOD HOD MR Mgr Finance Mgr Finance CEO

9.

MANAGEMENT RESPONSIBILITIES

9.1 MANAGEMENT COMMITMENT: Clause 5.1 The Management has commitment to meet customer Satisfaction and expectations. With this in view a Quality Management system will be developed and implement. This has been listed in the quality Manual and Quality Procedures. 9.2 CUSTOMER FOCUS: Clause 5.2 The Management shall focus entirely on customer satisfaction and customer delight. The management is aware of the fast changing needs and aspirations of the customer and would accordingly device needs and ends for total customer satisfaction.

10. MANAGEMENT RESPONSIBILITY QUALITY POLICY: "THE MANAGEMENT IS COMMITTED TO TOTAL CUSTOMER

SATISFACTION THROUGH ITS POLICY OF "CARING FOR CUSTOMER". IT WILL BE THE POLICY OF THE MANAGEMENT TO CONTINUOUSLY IMPROVE AND MEET THE CHALLENGING NEEDS OF THE HIGHLY COMPETITIVE AUTOMOBILE INDUSTRY SO THAT IT CAN ALWAYS ACHIEVE TOTAL SATISFACTION LEVEL OF ITS CUSTOMER TO THE EXTEND THAT THE CUSTOMER HAS FULLEST TRUST ON THE

MANAGEMENT. THE MANAGEMENT TREATS THE TRUST OF THE CUSTOMER AS ITS BIGGEST ASSET.

THE MANAGEMENT FEELS THAT THERE IS ALWAYS SCOPE FOR IMPROVEMENT OF THE SERVICES, THE FACILITIES, AND THE

MANPOWER TO BUILD AN ORGINASATION WHICH WILL CREATE A BRAND EQUITY OF ITS OWN. THE MANAGEMENT REALISES THE NEED OF A BUSINESS OF THE MARKET LEADERS IN AUTOMOBILE INDUSTRY AND IN TURN WILL CONTINUE TO TRY TO BE THE BEST MANAGED ORGANIZATION.

(MANAGING

DIRECTOR)

11. PLANNING 11.1 QUALITY OBJECTIVES : Clause 5.4.1 The following objectives are given a) Supplying quality products in vehicle sales, spare parts sales and rendering after sales service. b) Obtaining and evaluating customer feedback and using this information for development and improvement of services offered. The internal customer satisfaction index will be kept above 85% and the SSI will be above 123 c) Providing continuing education and training to employees in identified areas to improve competence The training norms set by MUL will be achieved to 95% level in all departments. 11.2 QUALITY MANAGEMENT SYSTEM PLANNING : Clause 5.4.2

The plan of the Quality Management System has been given in the quality manual, the quality procedures and various work instructions in M/s Sai Service Station Limited. The Quality Management System shall primarily follow the organizational structure of the Company. The co-ordination of the various routine activities of the quality management system will be done by MR. The heads of department will be responsible for their department. Further, the supervisors will be responsible to ensure quality awareness of the workers and that they adhere to the system requirement. This will be done more by motivation and building awareness of the system than any other method.

13.1RESPONSIBILITY AND AUTHORITY : Clause 5.5.1 13.1.1 Managing Director (CEO) : a) b) c) d) e) f) g) h) i) j) k) l) New business initiatives. Future planning and promotion of business. Quality policy. To approve Quality manual and procedures. To hold review meetings. Quality system is implemented and maintained. Responsible for all the financial matters and decisions. Planning strategies for vehicle sales, spare parts sales and service. Cost control and budgeting. Selling/forecasting targets. Management review meetings. Review customer complaints fortnightly, m) Sanctioning adequate budget requirements.

13.1.2 WM a) Planning strategies for service promotion and customer satisfaction. b) Target fixing for Service Advisor and Supervisor & Works Manager (Accidental Repair Shop). c) Helping CEO in effecting quality in all fields. d) To obtain customer feedback, carry out analysis and take follow-up action. e) To prepare an MIS for Service and Customer satisfaction index and feedback. f) Coordination between service and spare parts department. g) Control Workshop expenses. h) Looking after financial matters profit and loss of workshop. i) To motivate, train and develop human resources by planning and organizing training programs and incentive schemes. j) Conducting management reviews and internal audits, k) Over all in charge of Workshop. k) To carry out service and repairs as per procedures and instructions given in check l) sheets and manuals published by Maruti Udyog Limited. m) To monitor opening of job card before commencement of service and closure of job cards after completion of service. n) To organize final inspection of service vehicles and to carry out random inspection to ensure quality. o) To ensure timely delivery of vehicle to the customers. p) To monitor warranty handling. q) To carry out repeat job analysis and customers complaints. r) To take corrective and preventive actions. s) Assigning Job responsibility for all service dependent employees. t) Housekeeping of workshop. u) Maintenance of equipment and machinery. v) Calibration of equipments and maintaining records. w) Pre-delivery inspection.

13.1.3 Sales Manager: a) b) c) d) e) f) g) h) Controlling quality System in Vehicle Sales Department. Reporting to CEO for Sales. To plan and execute such activity. To set selling and forecasting targets for the Sales Managers and Executives. Review customer complaints of sales division every day. Implement management plans. Motivation and training of the employees of sales department. Overall in charge of Vehicles Sales department.

13.1.4 Senior Manager (Spare Parts) : a) Controlling Quality System in Spares Parts Department b) Plan, forecast, demand of spare parts from Maruti Udyog Limited and suppliers. c) Procurement of spares. d) Stocking, identification and maintenance. e) Workshop issues and counter sales. f) Review and Disposal of Non-moving items. g) Maintenance of reports, returns and documents of Spare parts department, h) To Control Purchase, stocking and issue of all items as assigned from time to time. i) To maximize sales and control expense of spare parts department. j) To check at least 10 items every day for quantity, quality and maintenance. k) Maintain close liaison with WM (Service) and WM (Accidental Repair shop) to resolve problems. 13.1.5 Sr.Manager (Finance) a) Overall incharge of finance department. b) To maintain all financial correspondence with MUL pertaining to sales, and service of Maruti Vehicles and Spare parts. c) To maintain accounts of sales, service and spare parts departments individually. d) To maintain all bank transactions. e) To maintain accounts ledger. f) To carry out pre and post-audit of all accounts transactions. g) Preparation of budgets for departments and monitor execution. h) Preparation of balance sheets and profit and loss statements periodically. i) Follow up sundry creditors and sundry debtors payments. j) Report to CEO on all financial matters. k) To arrange finance for all departments as per approval budget/expenditure.

13.2 MANAGEMENT REPRESENTATIVE : Clause 5.5.2 To establish, implement and maintain quality systems effectively.

The management has appointed as Management Representative who in addition to being Director, shall have the authority and responsibilities for : 1. Co-ordination and guidance for the preparation of quality system documentation for all concerned and its implementation. 2. Establishing quality standards, corrective and preventive actions and ensuring that the quality policy is understood at all levels of the company. 3. Planning and conducting internal quality audits. 4. Arranging training to all concerned regarding quality systems. 5. Liaison with external agencies like certification bodies, etc. 6. Reporting to Managing Director / CEO regarding the performance of quality system for review and improvements. 7. Responsible for effecting amendments in Quality Manual, as and when it becomes necessary. 8. Arrange and conduct Management Review Meetings. 9. Promotion of the awareness for quality at all levels (Quality culture).

13.3 INTERNAL COMMUNICATION 13.3.1 The Management will ensure proper communication systems are established within the organization in order to improve the effectiveness of the quality management system. The information on all circulars, bulletins, letters, feedbacks, quality performance etc. will be done through the medium as listed below: a) Morning meetings everyday a register to be maintained and points covered and conducted by whom to be recorded.

13.3.2

b) Weekly meeting:- to be held by HODs to communicate all points. To be attended by all staff as designated by HOD. The record to be maintained by HOD about conducting authority, persons attended and point communicated. c) All concerned circular/bulletins from MUL to be put on Q.P. display board at the showroom, workshop, Accidental Repair shop and spare parts department. d) Internal memo to concerned Department, Group of people or individuals.

13.3.3 The monthly review on sales complaints and service complaints will be conducted and the corrective and preventive action will be incorporated by the respective department heads

14.1 GENERAL : Clause 5.6.1 Management review meeting will be held to check the adherence of the quality system of the organisation . The meeting will also review the continuing suitability, adequacy and effectiveness of System. 14.2 REVIEW INPUT : Clause 5.6.2 AGENDA:

14.2.1 Agenda will be sent to all concerned at least one week before the review. The agenda will be as under: 1. Monthly performance of sales, service, Accidental Repair and spares. 2. Customer complaints analysis, corrective and preventive action. 3. Repeat jobs analysis, corrective and preventive action.. 4. PSF Analysis and corrective and preventive action. 5. CSI Analysis and corrective and preventive action. 6. SSI Analysis and corrective and preventive action. 7. Internal audit reports and action taken. 8. Any problem areas identified and action taken. 9. Resource allocation. 10. Training of employees-overall position, required, planned and conducted. 11. Market intelligence report. 12. Target setting for sales, service and spares. 13. Quality Policy. 14. Quality objectives. 15. Any other subject included.

14.3 REVIEW OUTPUT: Clause 5.6.3 14.3.1 The corrective action and preventive action for all non conforming items will be initiated for improving customer satisfaction. 14.3.2 Resource needs shall be regularly reviewed and upgraded wherever necessary. The management review's shall be recorded as per the following format and the copies of records will be sent to all participants.

14.3.3 Action will be initiated by the concerned department heads for all the inputs discussed in Management Review Meeting with target date. All actions will be related to improvement of Quality Management System.

MANAGEMENT REVIEW RECORDS DATE OF REVIEW: MEMBERS PRESENT: 1. 2. 3. 4. 5. DECISION TAKEN: S. N o. INPUT (DESCRIPTI ON OF PROBLEM) OUTPUT (DECISIO N) RESPONSIBILI TY TIME FRAME . (TARG ET DATE) DATE COMPLET ED

1. 2. 3. 4. 5.

14.4 FREQUENCY: Management review will be conducted every month. Reviews will be initiated by the Management Representative.

14.5 MANAGEMENT REVIEW KEY PERSONNEL : Members participating in the Review meeting will include the following: 1. 2. 3. 4. 5. 6. 7. Director. CEO. WM. Sales Manager. WM (Accidental Repair shop). Manager (Finance). Snr Manager (Spares).

15. RESOURCE MANAGEMENT

15.1 PROVISION OF RESOURCES: Clause 6.1. Major resources required are listed below.

AREA SHOWROOM

RESOURCE Booking Forms Price List Vehicle Pamphlets and Specifications Stationery Computers Printers

MINIMUM REQUIREMENT 15 Days Stock. 15 Nos. 50 of each model As required As required As required

Computer Stationery Training Telephones Mobile WORKSHOP Job cards Material Requisition forms Material Return forms. Drawing and Charts of vehicle parts, assemblies and procedure charts. Machinery and equipments. Tools Pits, Ramps and hoists. MOS van

15 Days Stock. As required As required As required 15 Days Stock As required As required As required

As required As required As required 1

AREA WORKSHOP

RESOURCE Customer feedback cards Warranty part order forms Customer complaint forms FTR forms Service Manuals Flat rate manual Warranty claims tags Stationery Computers Printers Computer Stationery Training Telephones Mobile Fire

MINIMUM REQUIREMENT 15 days stock 15 days stock As required As required 1 set 1 book 6 months stock As required As required As required 15 days stock As required As required As required As required

extinguisher Workshop bays TV Compressors

7 1 1

SPARE PARTS DEPT.

Spare parts operation manual Purchase order forms Stationary Computers Printers Computer Stationary. Training Telephones Mobile Storing Bins Spares Fire Extinguisher.

1 As required As required As required As required 15 days stock As required As required As required As required As per procedure. As required

AREA ACCOUNTS DEPT

RESOURCE Cash/credit Cheque books Registers Credit and Debit note books Stationery Computers & Printers Computer Stationery Training Telephones

MINIMUM REQUIREMENT 1 month stock 1 month stock As required As required As required As required 15 days stock As required As required

EDP DEPT

UPS LAN server

As required As required

Hardware and software Printers Computer Stationery Telephones Modem Scanner

As required As required 15 days stock As required 1 1

16. HUMAN RESOURCE

16.1 GENERAL: Clause 6.2.1 Competent persons shall be recruited based in the education, training skills and past experience. DEPT SALES AREA DESIGNATION Manager Executives Executives Receptionist Cashier/Billing clerk Service Advisors BACK OFFICE Secretary Warranty Clerk Accounts Clerk Customer Care Executives Manager Floor Controller Supervisor Mechanics A/c and Electricians Final Inspectors Car washing supervisors Washer Man PDI Supervisor Mechanics

SHOWROOM FRONT OFFICE BACK OFFICE

SERVICE

FRONT OFFICE

WORKSHOP

PDI

Stock In charge Accidental Repair Shop Manager Supervisor Technicians Electricians

DEPT SPD

AREA

DESIGNATION Senior Manager Store Computer Operator Store Keeper Store Pickers

ACCOUNTS FINANCE ADMINISTRATION

ACCOUNTS

Accounts clerks Cashier Executives Telephone operator Dispatch Clerk

16.2 COMPETENCE. AWARENESS AND TRAINING : CLAUSE 6.2.2 Human resource is one of the most important resources and needs continuous up gradation. Training to the personnel is essential to meet the requirement of changing technology and demand of the service industry. This also helps in building the competence of the individual. A well trained and skilled worker improves quality of the product. 16.3 Recruitment The recruitment of candidates is done for each appointment depending on the job profile. Selection is done matching the required qualifications, experience, skills and aptitude with job profile.

16.4 Training The training can be on the job training, in house training and training by outside agencies. The first step is to identify training needs. This will be done by the HODs. 1) "On the job training" This is conducted for the less experienced individual under the supervision of senior technicians. This also helps in identifying weak areas which need further training. 2) In house Training. The will be conducted by the HODs for upgrading knowledge in weak areas and to communicate the various bulletins & circulars from MUL or others. This can be arranged centrally also. A record of this will be maintained by each HOD. This will also indicate the competency of the individual. 3) Training Arranged by MUL. The training conducted by MUL is given as an annual schedule and vacancies allotted on a monthly basis. The requirement is worked based on MUL norms. 16.5 Record of Training Record of training attended will be maintained by all the HODs to know qualifications, identify training needs and future plan for conducted of training to personal. 16.6 Reference Procedure : KA/G/02/25 procedure for training staff MUL Service Circular D- 53/200.

17. INFRASTRUCTURE
17.1 General The management will be responsible for ensuring the availability of essential utilities as recommended by Maruti Udyog Ltd., to include the following 1) 2) 3) 4) 5) 6) Working space in sheds and building Office space and customers lounge with utilities Documented procedures and quality service manuals Service specifications Machinery, tools and storage space Maintenance of equipments to be carried out to avoid interruptions at work.

17.2 WORK ENVIRONMENT Clause : 6.4 The Management shall provide the best work environment needed to achieve Quality so that it results in customer satisfaction. Ref: MUL Workshop CI Manual. MUL Showroom CI Manual.

18. PRODUCT REALISATION

18.1 PLANNING OF PRODUCT REALISATION :Clause 7.1

1 .Receiving of New vehicles The vehicle received in stockyard from Maruti Udyog Ltd., shall be unloaded from the trucks, inspected for physical damages, discrepancies and correctness of the dispatch documents. Shortages & transit damage will be recorded on transport document for claim of the transit damage from the transporters through Maruti Udyog Ltd. 2.Pre-deliverv inspection Shall be carried out as per guidelines approved by the Maruti Udyog Ltd before delivery of vehicle to customer.

3.Workshop. The vehicle received for servicing/repair at workshop will be inspected to detect faults & damages. The work demanded by the customer will be recorded on the job card. The fault/ damage observed but not recorded to be repaired, as per customers desire, will also be recorded A note will be made on the job card that customer does not desire the repair to be carried out. The jobs demanded will be attended to completely.

4.Inspection of Spare Parts. The spare parts received from MUL or approved sources shall not be inspected for quality parameters. The material shall be checked for transit damages and shortages. Non confirming parts and damaged parts shall be identified by tags and shall be stored in a specific place. Inspection reports will be monitored & sent to the supplier for their information and necessary action. 5. Final Inspection Final inspection will be carried out after servicing/repair of vehicle. Final inspection will be done in accordance with final inspection check sheet. Vehicles which have been inspected at final inspection stage will be identified by stamping (QA Approved) with signature of the inspector.

17.2 QUALITY PLANNING:

Activity PDI Routine Service Repeat job Customer delivery intimation and vehicle readiness Customer inquiry Booking Opening job card Number Tags Minimum level Of spares for Counter sale Car stock level Accidental Repair Stock checking

Checked item Check list and job card As per job card & check list As per job card & check list As per job card & check list Customer vehicle database Booking Diary First come first serve basis Minimum level marks in computer to be fixed Stock of car As per Job Approved Random list

Checked by Mechanic Mechanic Mechanic Service Advisor CCE Security/ CCE Security Stores Computer Operator Stockyard I/C Supervisor Storekeeper

Controlled by PDI Supervisor Frontman WM (Service) WM (Service) WM WM WM Service Snr Manager spares

Sales Manager WM (Accidental) Snr.Manager (Spares)

18. CUSTOMER- RELATED PROCESSES

18.1 DETERMINATION OF REQUIREMENTS RELATED TO THE PRODUCT: Clause 7.2.1 Contract review shall be done by the Front office of the Sales Department or Service Department depending upon the customers requirement. DEPARTMENT Sales Workshop AREA Enquiry/booking/payment counter Front office

18.2REVIEW OF REQUIREMENTS RELATED TO THE PRODUCT(SALES): Clause 7.2.2 1) Customers can communicate their intention to buy a vehicle either over telephone or by a personal visit. 2) In case of communication over phone, the Front office staff shall note down the name, address and phone number of the customer. 3) Inform the details to the Field sales personnel or guide the customer to the Field sales personnel.

4) The field sales personnel will explain to the customer in detail about the model, colour, price and delivery period of the car as required by the customer. 5) If the customer needs a proforma invoice, then the same shall be given clearly explaining to the customer the booking procedure, colour and delivery period.

18.3 REVIEW OF REQUIREMENTS RELATED TO THE PRODUCT (WORKSHOP): 1). The customer can book vehicles for servicing or repair either on telephone or personally at the front office. 2). The details shall be entered in booking register by person booking car. i.e. telephone operator/security staff/CCM. 3). The details to be noted are name of customers, Telephone No of customer, Registration Number of car, Model, work required i.e. service/repair. 4). The list of vehicles booked for that day shall be given to front office every morning for intimating service advisor concerned with time of booking. 5). The customer can bring vehicle for service without booking. However, such vehicles shall be accepted after ensuring that there is enough capacity for booked vehicles. Otherwise the delivery time can be given for the following day.

6). The customer reporting for service/repair shall be attended promptly by the security person/service advisor and the job card opening slip will be filled with relevant details- car Registered No, Type of Work required, Kilometer covered by vehicle and any other details. 7). The customer will be requested to get job card opened at the reception desk. 8). The customer will be asked the relevant details, as required and the work required to be done and job card opened. 9). The job card will be handed to customer and he will be requested to go to his car where a service advise will meet him. 10). An inventory of items and job orders are opened based on customer's demand and as observed by the Service Advisor. 11). Probable date and time of delivery and estimated cost of service/repair shall be recorded on the job order copies and signature obtained . 12). The customer shall be contacted for undertaking any repairs other than the one demanded, if any observed during the inspection of the vehicle or as required by MUL recommended service schedule or during the course of demanded repairs. 13). The customer shall be informed in case delivery is delayed for reasons beyond control.

18.4 CONTRACT RESOLVING: If any differences in the contract documents are noticed by the customer, the same shall be resolved by giving an amendment to the contract in writing, as per the prevalent policy of MUL. 18.5 CUSTOMER COMMUNICATIONS : Clause 7.2.3 Prior to executing the contract, the following shall be ascertained and adhered to : 1. Workshop : a) The time quoted for delivery has been checked with the present load of service and then arrived at. b) Rough estimate of labour charges and the cost of spares are indicated as per MUL norm.

c) Before filling up and getting the signature on the job card, the customer is verbally informed of the approximate time required to carry out the repairs and the approximate cost of spares that may be consumed. 2. Sales a) Before booking and accepting payment for a vehicle, the customer will be verbally informed of the approximate delivery time, booking amount and the available colour and models, in accordance with the prevailing policy. b) Customer information board, pamphlets, broachers & Scheme. 18.6 REFERENCE PROCEDURE ; KA/S/01/01 KA/WS/2k/02 vehicles. Procedure for sales operation. Procedure for repair and service of

19. PURCHASING
19.1 PURCHASING PROCESS : Clause 7.4.1 Sai Service Station Limited being an authorized dealer for Maruti vehicles will purchase Maruti vehicles of all types from Maruti Udyog Limited, Gurgaon as per the procedure laid down by Maruti Udyog Limited, in their bulletins, circulars and letters from time to time 19.2 PURCHASING INFORMATION : Clause 7.4.2

19.2.1 Spare parts shall be procured from Maruti Udyog Limited or from Maruti Authorised sources as per Spare Parts Operation procedure. Lubricants and other consumables shall be procured from suppliers approved by MUL. A list of authorized sources shall be maintained supported by MUL service circulars and bulletins. 19.2.2 The Spare parts department shall be responsible for placing the order as per the Spare Parts Master Price List of Maruti Udyog Limited. 19.2.3 Reorder quantity can be generated depending on the lead time and seasonal variation / sudden demand. Seasonal variation shall be identified on the consumption in the last one year. 19.2.4 Lubricants, oils and consumables shall be ordered for a period of 15 days based on the consumption.

19.2.5 Based on the above data, order shall be placed with the respective sources. In case of the vehicle off road situation spare parts shall be ordered from MUL/authorized sources on an urgent basis. In case of emergency or whenever spare parts are not available with the approved sources, the spare parts manager is authorized to buy from other approved sources with permission of CEO. Spare parts department in the meanwhile will also arrange to procure the non-available parts from approved sources and shall supply to the workshop at the earliest delay is causing dissatisfaction. REFERENCE PROCEDURE : KA/S/01/01 Procedure for sales operation KA/SPD/02/03 Procedure for spares parts operation MUL Manual for spare parts operation

19.3VERIFICATION OF PURCHASED PRODUCT : Clause 7.4.3 19.3.1Vehicles.

1) The vehicles received in the stockyard from MUL shall be unloaded from trucks and inspected for physical damages, discrepancies and correctness of documents. 2) Shortages and Transit damages shall be recorded on the Transport documents and in PDI registers. 3) These damages will be claimed as "Transit Damage claim" to Transporter through MUL. 4) All records and Claims are maintained at the stockyard department office. 19.3.2 Spares 1) The spares received from Maruti Udyog Ltd., will be unloaded from trucks and checked for invoiced and dispatched quantities and inspected for physical damages. 2) Shortages / damages will be recorded on the transport documents. 3) Discrepancy reports will be made to MUL. 19.3.3 REFERENCE PROCEDURE KA/WS/2K/06 KA/S/02/07 KA/SPD/02/12

Pre-Delivery Inspection Managing Stock Yard Receipt Of Material

20. PRODUCTION AND SERVIDE PROVISION

20.1 GENERAL : All the services are carried out as per MUL schedules. Reference is made to "Service Booklet and Owners Manual" model wise. The servicing include service/repair of vehicle, sale of spare parts as required by the customer. Types of services are : 1. 2. 3. 4. 5. 6. 7. Three Free Services Warranty Service Periodic Preventive Service Break down Service and Repairs Accident repair Major repairs Quick Repair Service 20.2 AVAILABILITY OF SPARE PARTS : Spare parts shall be supplied for the customer vehicles to the service repair department. The availability of spare parts in the right quantity, at all times shall be ensured. Proper planning, forecasting, ordering and timely procurement action shall be taken. 20.3 REFERENCE PROCEDURE : KA/WS/2K/02 Procedure for repair and service of vehicle KA/SPD/2k/02 Procedure for spare parts operation Spares Parts operation Manual of MUL

20.4 CONTROL OF PRODUCTION AND SERVICE PROVISION : clause7.5.1 The department manager shall be responsible for ensuring that 1. Operation standards are approved 2. Operation standards are available at the place of use. 3. Concerned staff are informed about the job requirement 4. The operation standards are complied with. 5. Operation standards are revised whenever necessary 6. Approved tools and equipments as specified by MUL are available. 7. Various manuals and literature are available. 8. The regular maintenance of equipment is carried out.

20.5 VALIDATION OF PROCESSES FOR PRODUCTION AND SERVICE PROVISION : Clause 7.5.2 The customer will be contacted after three days of delivery of the vehicle regarding performance of the vehicle. If there are any problems faced by the customer regarding service, the customer will be called and problem resolved immediately. Again the same customer will be contacted after three days for his views on servicing. This will continue until the problem is totally resolved 20.6 IDENTIFICATION AND TRACEABILITY : Clause 7.5.3 NEW VEHICLES : New vehicles in the stockyard, PDI and show room are identified by Chassis number, Engine number, color and model when received from Maruti Udyog Limited. The details of MUL invoice are entered in the vehicle incoming register at sales department. The stock yard will have areas earmarked for the inspection status of the vehicle i.e. PDI done & OK, PDI to do (Ref Sales operation No KA/S/01/01 & Sales operation standard issue 3 dt Oct 2002 of MUL SERVICE VEHICLES : Vehicles reporting for service are controlled by Job order number, Registration number, Chassis number and Engine number.

SPARE PARTS : Maruti Genuine spare parts are identified by their part numbers and MUL stickers on spare parts.

21.7 TRACEABILITY : In PDI Department, Inspection of vehicles will be identified through PDI job card. The PDI Supervisor is competent enough for controlling, handling and release of vehicles conforming to quality standards as per PDI Job card, In Service, at any stage of operation, the vehicle can be traced by the Job order number and by the name of the service advisor through whom the vehicle is allotted for repairs.

20.8 REFERENCE PROCEDURES: KA/WS/2K/02 KA/S/01 /01 KA/SPD/2K/03 Repair and service of vehicles. Procedure for sales operation Spares Parts Operation.

CUSTOMER PROPERTY : Clause 7.5.4 20.9 HANDLING OF CUSTOMER SUPPLIED PRODUCT :

1. The vehicles given by the customers for servicing and repair are the customer supplied product. 2. The details of items fitted in the vehicle like accessories, tool kit, jack, stereo, speakers and any damages to the vehicle shall be recorded in the inventory sheet / jobcard. The signature of the customer will be obtained on the same. 3. It shall be assured that the seat covers and fenders covers are fitted during service/repair. 4. It shall be assured that the vehicle is returned to the customer after attending the jobs as demanded. 5. The vehicle shall be driven and handled in such a manner that there is no loss, damage or deterioration to the vehicle during servicing/repairs. Parts and tools shall not be kept inside the vehicle during servicing/repairs unless there is a requirement of the job for the same. 6. The glasses of the vehicle shall be closed during servicing, washing and overnight stay to avoid dust accumulation and water seepage. 7. Replaced old parts shall be handed over to the customer in bags at the time of delivery of the vehicle. 8. While returning the vehicle it shall be ensured that all the items mentioned above are returned to the satisfaction of the customer. 9. In case the customer does not want the old parts, they should be segregated and kept at a different place meant for scrap.
20.10 REFERENCE PROCEDURE :

KA/WS/2K/02

Procedure for repair and service of vehicles.

20.11 PRESERVATION OF PRODUCT: Clause 7.5.5

This quality system requirement is applicable to: 1. New vehicles 2. Vehicles reporting for servicing and repairs 3. Spare parts
20.12 NEW VEHICLES RECEIVED FROM MUL :

1. New vehicles once received and taken over from transporter shall be parked in the stockyard. 2. All the original packaging particularly on seats and door pads shall be retained intact. 3. As per delivery schedule vehicle shall be handed over to showroom. 4. Proper documentation shall be made at all stages and records shall be maintained i.e stock report in computer, Invoice in finance dept and from list of documents.
20.13 VEHICLES REPORTING FOR SERVICING AND REPAIRS :

1. After opening the job card by the receptionist, the vehicles shall be controlled by Works Supervisor till the time of delivery to the customer 2. It shall be the responsibility of the supervisor to see that no damage occurs to the vehicle during servicing/ repairs 3. Old parts shall be packed in bags and shall be returned to customer at the time of delivery. 4. The vehicle should be delivered to the customer by the Supervisor/Service Advisor who accept it, as far as possible.
20.14 SPARE PARTS :

1. Spare parts received from MUL through transporter shall be unloaded and stored carefully. 2. Ensure original packing are intact to avoid damage/exposure to weather and deterioration 3. Care shall be taken to store as per storage and preservation instructions and shelf life. The expiry date, where applicable, should be marked on bin & item used before expiry. 4. Stock position is periodically reviewed to avoid long storages before delivery. 5. Dust should be prevented from settling on spare parts by using vacuum cleaner for sweeping. Dust will cause corrosion, will make identification difficult and will soil the hands of counter sale customers.
20.15 REFERENCE PROCEDURES :

KA/WS/2K/02 KA/SPD/02/03

Procedure for repair and service of Vehicles Procedure for spare parts operation Procedure for maintenance of Equipments and facilities

21. CONTROL OF MONITORING AND MEASUREMENT DEVICES

21.1 GENERAL

Inspection, measuring and test equipments make vital contribution in assuring the product quality and specifications. The in-charge for tools and equipments will control calibration and measurements as per the calibration test. The inspection, test and measuring equipments shall be divided into the following types. 1. Measuring equipments for different dimensions/parameters. 2. Test equipments and gauges.
21.2 INSPECTION OF EQUIPMENTS AND INSTRUMENTS :

Following action shall be completed by the in-charge of tools and equipments: 1. List of equipments requiring calibration is kept updated 2. All the equipments / instruments shall be numbered 3. Calibration plan shall be made for all equipments 4. Identify equipments to be calibrated and their desired accuracy 5. Calibration standard should be traceable to nationally recognized standards. In case of nonavailability of such facilities local standards (best available methods) will be used. 6. Equipments and instrument shall be calibrated at least once a year, unless specified otherwise. The calibration will be done by the manufacturers or authorized agencies. 7. Calibration certificate will be accompanied / incorporated with technical reports and expiry dates. 8. All equipments/Instruments will have a sticker giving No & date due for calibration/ Maintenance.

22. MEASUREMENT, ANALYSIS AND IMPROVEMENT

GENERAL : Clause 8.1

We will be reviewing the following areas in sales, service and spare parts.
22.1 SALES :

1. 2. 3. 4. 5. 6.

Cumulative sales volume Unit Contribution (Model wise sales) Market share analysis Customer complaints Target Vs Achievement SSI

22.2 SERVICE :

1. 2. 3. 4. 5. 6. 7. 8. 9.

Service Load Customer complaint Analysis Repeat Job Analysis Target Vs Achievement load, deviation time PDI to First Service Analysis Productivity Spares consumed per vehicle CSI PSF analysis

22.3 SPARES :

1. 2. 3. 4. 5.

Spares counter sales Workshop consumption Spares non-availability. Spare parts sales vs inventory. Procurement.

23. MONITORING AND MEASUREMENT

23.1 CUSTOMER SATISFICATION : Clause 8.2.1 1) A pre-paid CSI/SSI Card is given to each and every customer alongwith the bill, for getting the Customer feed back about service/sale. The customer is requested to post the feedback card. 2) An instant feedback restricted to four points is taken from customer at random for service. 3) All customer requirements are recorded on Job Card. The final inspector shall verify that customers requirements as listed on the Job Card are attended to and the vehicle will be delivered only if the customer requirements have been fulfilled. 4) All CSI cards will be reviewed by the CCE and SSI cards by SM. Necessary corrective/preventive action will be taken for enhancing customer satisfaction. 5) Refer to MUL CSI instructions No. SQS 03 dated MAY-2003.

23.2 INTERNAL AUDIT : Clause 8.2.2 1) A system procedure has been defined to plan and implement internal quality audit. 2) Audit shall be held once in a quarter in all areas as per the schedule issued on a quarterly basis and as per the quarterly audit plan prepared by the Management Representative. 3) All audits shall be performed by the persons independent of the area being audited and trained. 4) All audit findings shall be reported to the Management Representative who shall coordinate with the personnel having direct responsibility of the area audited and shall close the nonconformance, if any. 5) Follow-up audits shall be performed by the Management Representative to verify the effectiveness of the corrective action taken. 6) The Management Review Meetings shall note all the internal quality findings and ensure that timely corrective and preventive action is taken.

23.3 RESPONSIBILITY : Management Representative 23.4 Reference Procedure KA/G/02/18 - Procedure for Internal Audit

23.5 MONITORING AND MEASUREMENT OF PROCESS: Clause : 8.2.3 The supervisor shall carryout the checks at various states of repair work / servicing. After the completion of the repair work the supervisor concerned shall endorse conformity for acceptance. Final inspector shall once again check all areas and authorize for release of the vehicle. The job card will be closed only if the final inspection has authorized the same. 23.6 MONITORING AND MEASUREMENT OF PRODUCT : Clause 8.2.4 23.6.1 Receiving Inspection & Testing of Vehicle ( Stockyard). The vehicle received from MUL will be inspected for shortage, damage and correctness of documents. Shortage & transit damage will be recorded on transport documents 23.6.2 Pre-Delivery Inspection. Shall be carried out as per the guidelines provided by MUL before delivery of vehicle to customer.(PDI Manual) 23.6.3 Workshop. The vehicles for servicing & repair at the workshop shall be inspected for shortages, damages and the same should be mentioned in job card with customer signature. 23.6.4 Final Inspection. All vehicles will be subjected to final inspection and the result recorded in final inspection register. Any unattended work will be attended to before closing the job card and delivery of car. The results observed during the final inspection will be analyses to bring out the corrective and preventive measures required. Depending on the fault rectified and if felt necessary a road test will be carried out on the vehicle. (SQS for FI).

24. CONTROL OF NON CONFORMING PRODUCTS

24.1 REVIEW AND DISPOSITION OF NON-CONFORMING PRODUCTS : 1. Defective Parts removed from new unsold/customer vehicle. 2. Warranty spare parts of customer vehicle. 3. Equipment/Instruments which are defective/repairable. 24.1.1 The norms to be followed for review and disposition. 1. Repair to meet quality/specification requirements.

2. Accepted without repair. 3. Rejected or scrapped.

24.1. 2 Identification and disposal of Parts/Equipment 1) All non conforming parts shall be identified and returned to customer. In case the customer does not want them these will be moved away from the work place and shall be kept at specified locations for further disposal. The parts which are not required shall be disposed off by keeping them in specified bins. 2) The parts to be given back to the customers shall be kept in bags and kept in the vehicle after servicing is completed.

3) The parts which are under warranty shall be identified with the warranty tags and returned to MUL. The reasons of failure shall be clearly indicated on the tags 4) Equipment/Instruments defective and repairable will be tagged and entry made in the master register for schedule of repair. In case the same are rejected and scrapped the entry will be made accordingly . Reference Procedures KA/WS/2K/02 KA/WS/2K/24 KA/G/02/20 Procedure for repair and service of vehicle. Procedure for handling warranty. Procedure for Non Conformity products.

24.1.3 CONTROL OF NON CONFORMING PARTS DURING SERVICE : Such cases noticed at the time of inspection and test by section Supervisor/ FI Incharge/PDI incharge shall be returned to the mechanic to rework and restore to conforming state.

24.1. 4 REFERENCE PROCEDURE : KA/G/02/20 KA/S/01/01 KA/WS/2K/06 KA/WS/2K/02 KA/SPD/02/03 KA/WS/2K/24 Procedure for Non conformity Procedure for Sales Operation Procedure for Pre-delivery Inspection Procedure for Servicing and repair of vehicles Procedure for Spare Parts Operation Procedure for Handling of Warranty

24.2 ANALYSIS OF DATA : Clause 8.4 1) Sales complaint and Service complaint will be reviewed with respect to the exact problem that has occurred. 2) A review of sales complaint and service complaint will be carried out every month in the monthly review meeting and necessary corrective and preventive action will be incorporated in the process in order to enhance customer satisfaction. 3) In addition all data collected as per section 22 paras 23.1 to 23.3 will be analyzed to incorporate changes to result in improvements.

25. IMPROVEMENTS

25.1 CONTINUAL IMPROVEMENT : Clause 8.5.1 The Management shall continually review the quality management system through the use of Quality Policy, Quality Objectives and Internal Audit reports. Analysis of data on sales complaints service complaints and data collected as per section 22 will be carried out. The corrective and preventive measures necessary will be adopted and reviewed in Management review meeting.

The corrective and preventive action shall be initiated by stock yard, PDI, Sales, Service and Spare parts department to ensure that the customer is satisfied to the extent that there is no reason for any occurrence of complaint/repeat complaint. 25.2 CORRECTIVE ACTION : Clause 8.5.2 Corrective action shall be initiated based on customer complaints received by the Sales and Service department and the analyses of the data collected as per section 22.

25.3 PREVENTIVE ACTION : Clause 8.5.3 Service department shall initiate preventive action based on the complaints, final inspection reports, service reports, audit reports and feedback reports. Sales and marketing departments shall initiate preventive action based on feedback reports received from the customers, audit report, analysis carried out and observations made. The departments responsible to take preventive measures are : 1. For short supply Marketing and Sales Departments 2. For PDI Service Department 3. For workmanship Service Department 4. For Spares Spare parts Department FTR's and failure analysis reports as per MUL procedures are initiated by Service Department. To avoid recurrence of problems related to staff/mechanic, concerned person shall be educated by Manager/Supervisor or sent for training at programs conducted by MUL or outside agency as required. 25.4REFERENCE PROCEDURE :
KA/S/01/01 KA/WS/2K/02 KA/G/2K23 KA/WS/2K/24 KA/G/02/21 KA/G/02/22 KA/G/02/23

Procedure for Sales Operation Procedure for Service and Repairs Procedure for handling of Customer complaints Procedure for handling of Warranty Corrective action Preventive action Handling customer complaints.

26. COMPANY PROFILE:

26.1 ORGANIZATION Sai Service Station Limited is the authorized dealer for Maruti Udyog Ltd. for Sales, Services and Spares at Fugewadi, Pune. The company has gone through the process of ISO 9001:2000 certification for Quality Management System. Sai Service Station Limited has achieved ground breaking results after the implementation of ISO 9001:2000 standard in the year 2005 and have been following the same procedure as laid down in the ISO category.

26.2 INFRASTRUCTURE The dealership has all the facilities viz. Showroom, Workshop, Spare Parts, Body Repair and True Value etc on one premises. This provides the customers with a very convenient access to the facilities As per the policy of Maruti Udyog Ltd all its manpower is properly trained and the training process is continuous to maintain the High level of customer satisfaction. The showroom is beautifully designed to meet the norms of Maruti Udyog Ltd. The workshop has state of the art facilities with latest equipments and all the tools and machines etc are being constantly upgraded.

26.3 ACTIVITY: The company is engaged in the following activities: a) b) c) d) Sale of Maruti Suzuki Range of vehicles. Service and repair of Maruti Suzuki range of vehicles. Sale of Maruti Suzuki Genuine Parts. Used Cars.

27. LIMITATIONS 1. Limited co-operation by people concerned with ISO certification (Consultants and BIS Officials). 2. Lack of support by ISO certified Companies as it involves revealing of classified documents concerned with ISO certification process. 3. Need to look beyond the current city limits to procure ISO certification procedure data in case of non co-operation by certified companies. 4. All the data not available through just one primary source. 5. It took a lot of convincing and really long waits to get hold of ISO data as people were really busy all the time.

28. CONCLUSION:This project served as an opportunity to understand a companys primary need to obtain ISO Certification and mainly explain the proper procedure for obtaining ISO Certification. It was a great experience by choosing a Company that has obtained ISO certification and to prepare a Project explaining the procedure that the company followed explaining following points. 1. 2. 3. 4. 5. 6. 7. 8. 9. The need for Obtaining ISO Certification. Identification of ISO Category. State of affairs/Business Conduct before applying for ISO Certification. Recruitment of Auditor or Review Committee for making necessary changes for being compliant with the selected ISO category. Changes made in the functioning of Business for being ISO Compliant. Selection of Consultant for application with ISO Agency. Procedure followed for ensuring consistency in quality compliance. Periodic reviews by Auditing committee. Finally the procedure followed for Obtaining ISO Certification.

The basic need for obtaining ISO Certification is to improve the efficiency in functioning of a business. ISO certification is not a process but a study which points out the exact system that needs to be followed. The parameters of ISO certification have been established by the Official Standardization Committees of different Countries to ensure a Quality Level be followed by anyone in any country to streamline the processes in Global Economy.