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QUALITY MANAGEMENT SYSTEM MANUAL

CSS-QMS-MNL-001 v 1.3

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QUALITY MANAGEMENT

SYSTEM MANUAL

Based on ISO 9001:2015

Copyright: Centillion Solutions and Services Pvt. Ltd, Bangalore, India

CENTILLION SOLUTIONS & SERVICES



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Document Information

This document is classified for Internal Circulation only

Version No Date Department Process Name Document ID

1.3 16-Feb-18 Centillion-Level1

Document Quality Management

System CSS-QMS-MNL-001

Document Name Prepared By Reviewed By Approved By Document Owner

Quality Management

System Manual

Parvathy Raguraman

RS Narayanan Dinesh Poduval MR



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DOCUMENT MANAGEMENT INFORMATION

Revision No.

Revision Date

Author Changes made in revision

Reasons for revision

Reviewed By Approved By

V 1.0 13-Jul-15 Parvathy

Raguraman Baseline

document NA

RS Narayanan

Dinesh Poduval

V 1.1 13-May-16 Parvathy

Raguraman

Updated the procedure as per the ISO 9001:2008

requirements

Received inputs from internal and

external Audits

RS Narayanan

Dinesh Poduval

V 1.2 30-Mar-17 Parvathy

Raguraman

Updated address, org. structure after

review at MRM

Received inputs after

annual review.

RS Narayanan

Dinesh Poduval

V 1.3 16-Feb-18 Parvathy

Raguraman

Updated the procedure as per the ISO 9001:2015

requirements

Received inputs after review and training on

9001:2015 std.

RS Narayanan

Dinesh Poduval



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2018 Centillion Solutions and Services Pvt. Limited, All Rights Reserved.

No part of this publication may be reproduced or distributed to individuals not employed by

Centillion Solutions and Services Pvt. Limited in any form or by any means, electronic or

otherwise, non-known or hereafter developed, including, but not limited to, the Internet,

without the explicit prior written consent from Centillion Solutions and Services Private Limited.

Requests for permission to reproduce or distribute to individuals not employed by Centillion

Solutions and Services any part of, or all of, this publication should be mailed to:

Centillion Solutions and Services Pvt. Limited

Maruthi Infotech Center, 11-12/1 | Block-A, 4th Floor, Inner Ring Road

Amarjyothi Layout (Next to EGL), Domlur | Bangalore - 560071

Phone: Board 080 6696 0600.

For additional information or if you have questions about this publication, please contact the

Head Risk and Compliance at 080-6696-0600

The logo of Centillion Solutions and Services Private Limited (shown below), and other

trademarks, service marks, and logos (the “Trademarks”) used in this publication are registered

or unregistered Trademarks of Centillion Solutions and Services Private Limited, or their

respective owners. Trademarks may not be used for any purpose whatsoever without the

express written permission of the Trademark owner.

www.centillioncosmos.com

http://www.centillioncosmos.com/



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Table of Contents INTRODUCTION ........................................................................................................................................... 8

Company Profile ...................................................................................................................................... 8

Vision ........................................................................................................................................................ 9

Mission ..................................................................................................................................................... 9

Purpose .................................................................................................................................................. 10

Objective ................................................................................................................................................ 10

Concept ................................................................................................................................................... 10

Centralized Operations Unit, Bangalore (COPS): ................................................................................ 12

1. SCOPE ................................................................................................................................................. 13

1.1 General ....................................................................................................................................... 13

1.2 Location Details: ........................................................................................................................ 13

2. NORMATIVE REFERENCE................................................................................................................. 14

3. TERMS AND DEFINITIONS ............................................................................................................... 14

4. CONTEXT OF THE ORGANIZATION ................................................................................................. 15

4.1 Understanding the organization and its context .................................................................... 15

4.2 Understanding the needs and expectations of interested parties ......................................... 16

4.3 Determining the scope of the Quality Management System .................................................. 16

4.4 Quality Management System and its processes ...................................................................... 17

5. LEADERSHIP ...................................................................................................................................... 20

5.1 Leadership and Commitment ................................................................................................... 20

5.1.1 General ............................................................................................................................... 20

5.1.2 Customer Focus ................................................................................................................. 21

5.2 Policy .......................................................................................................................................... 22

5.2.1 Establishing the quality Policy ......................................................................................... 22

5.2.2 Communicating the quality policy ................................................................................... 22

5.3 Organizational roles, responsibilities and authorities ........................................................... 23

6. PLANNING .......................................................................................................................................... 23

6.1 Actions to address risks and opportunities............................................................................. 24

6.2 Quality objectives and planning to achieve them ................................................................... 24

6.3 Planning of changes ................................................................................................................... 26

7. SUPPORT ............................................................................................................................................ 26

7.1 Resources ................................................................................................................................... 26



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7.1.1 General ............................................................................................................................... 26

7.1.2 People ................................................................................................................................. 26

7.1.3 Infrastructure .................................................................................................................... 28

7.1.4 Environment for the operation of the processes ............................................................ 28

7.1.5 Monitoring and measurement resources ........................................................................ 28

7.1.6 Organizational knowledge ................................................................................................ 28

7.2 Competence ............................................................................................................................... 29

7.3 Awareness .................................................................................................................................. 30

7.4 Communication ......................................................................................................................... 30

7.5 Documented Information ......................................................................................................... 30

7.5.1 General ............................................................................................................................... 30

7.5.2 Creating and updating ....................................................................................................... 32

7.5.3 Control of documented information ................................................................................ 33

8. OPERATION ....................................................................................................................................... 34

8.1 Operational planning and control ............................................................................................ 34

8.2 Requirements for products and services................................................................................. 34

8.2.1 Customer Communication ................................................................................................ 34

8.2.2 Determining the requirements for products and services ............................................. 35

8.2.3 Review of the requirements for products and services ................................................. 36

8.2.4 Changes to requirements for products and services ...................................................... 37

8.3 Design and development of products and services ................................................................ 38

8.4 Control of externally provided processes, products and services ......................................... 38

8.4.1 General ............................................................................................................................... 38

8.4.2 Type and extent of control ................................................................................................ 38

8.4.3 Information for external providers .................................................................................. 40

8.5 Production and service provision ............................................................................................ 40

8.5.1 Control of Production and service provision .................................................................. 40

8.5.2 Identification and traceability .......................................................................................... 41

8.5.3 Property belonging to customers or external providers ................................................ 42

8.5.4 Preservation ....................................................................................................................... 42

8.5.5 Post-delivery activities...................................................................................................... 42

8.5.6 Control of changes ............................................................................................................. 42

8.6 Release of products and services ............................................................................................. 43



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8.7 Control of nonconforming outputs .......................................................................................... 43

9. PERFORMANCE EVALUATION ......................................................................................................... 44

9.1 Monitoring, measurement, analysis and evaluation ............................................................... 44

9.1.1 General ............................................................................................................................... 44

9.1.2 Customer satisfaction ........................................................................................................ 45

9.1.3 Analysis and evaluation .................................................................................................... 45

9.2 Internal audit ............................................................................................................................. 46

9.3 Management Review ................................................................................................................. 47

9.3.1 General ............................................................................................................................... 47

9.3.2 Management Review inputs ............................................................................................. 48

9.3.3 Management Review outputs ........................................................................................... 48

10. IMPROVEMENT ............................................................................................................................. 49

10.1 General ....................................................................................................................................... 49

10.2 Nonconformity and corrective action ...................................................................................... 49

10.3 Continual Improvement ............................................................................................................ 51

Appendix (1) - Quality Policy and Objectives- CSS-QSOP-APX-QPO-001 ......................................... 51

Appendix (2) - QMS Documents - CSS-QSOP-APX-DCL-002 .............................................................. 52

Appendix (3) - QMS Process Sequence & Interaction Description - CSS-QSOP-APX-PSI-003 ......... 52

Appendix (4) - Management Review Meeting CSS-QSOP-APX-MRM-004 ........................................ 54



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INTRODUCTION

The purpose of this manual is to address the requirements of the ISO 9001:2015 QMS

international standard and to develop and implement an effective Quality Management System

(QMS) across all areas of Centillion Solutions and Services Pvt. Ltd (Centillion). The document

also describes the company-wide procedures and processes and their interaction with each

other. The implementation of the QMS is intended to improve and sustain the overall

performance of our business, products and services. It is increasingly vital for all of us at

Centillion to understand and use the quality management system to do a good job, the first

time, on time and every time.

This manual is a part of Centillion’s commitment for meeting the requirements of ISO

9001:2015, International Standard for Quality Management System.

The top management of Centillion is committed to the continual improve of the quality

processes by imbibing the best practices.

The processes at Centillion are aligned to the framework of the Centillion’s Quality Standard

Operating Procedure (QSOP) framework. The QMS international standard being implemented

is in synergy with Centillion’s QSOP as it adopts the “Process Approach” and “Plan-Do-Check-

Act” Model.

The implementation of risk-based thinking is an essential tool for achieving and maintaining an

effective QMS. Centillion effectively plans and implements various actions to address risks and

opportunities to maximize the outcomes including, but not limited to achieving improved

results and preventing negative effects of our services and QMS

All employees in the scope of QMS implementation are requested to follow the Centillion’s

QMS requirements specified in this manual, as a baseline. All required changes to Centillion’s -

QMS need to be communicated through change management process.

Company Profile

Centillion Solutions and Services PVT LTD is well-known in the banking, financial services and

insurance (BFSI) segment for the enterprise solutions it offers across risk management,

transaction processing and outsourcing and fulfillment services. Centillion was established in

the year 2006, and partners with major banking institutions, non-banking financial companies

(NBFCs) and retail and healthcare services to accelerate their business growth by providing IT-

Platform based enterprise solutions.

With a collective banking experience of more than 100 'Banker’ years, Centillion offers a unique

blend of technology and unparalleled expertise to help clients adapt, achieve and deliver



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superior business outcomes. The company helps clients to effectively transform their fixed

costs into variable costs, thereby allowing them to focus on core competencies and create a

competitive edge.

Centillion combines deep knowledge of the domain and industry with innovative technology

platforms to provide transformational outsourcing solutions to clients. The company’s IT

platform is equipped to meet the most conceivable requirements of banks, financial institutions

and non-banking financial companies. It provides highly customized solutions by combining

innovative and state-of-art software applications with focused process management expertise

in the Agri & Rural Finance, Consumer Financial Fulfillment, audit services and hardware sales

and Digitization businesses.

Vision

“To become the first choice for financial service delivery worldwide.”

Mission

“Enabling clients to achieve their business goals; Empower Employees to Exceed Their Potential

through Teamwork; Learning and Leadership.”



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Purpose

The purpose of this QMS Manual is to address the requirements of the QMS international

standard (ISO 9001:2015) and channelize the Quality Management processes within the scope

of QMS implementation in Centillion SOLUTIONS AND SERVICES. This QMS manual provides

documented policies, procedures and methodologies to achieve processes required to meet the

requirements of QMS standard.

Objective

Centillion prides itself in being a process driven organization that is responsive and dedicated to

its customers and one that believes in value creation to its clients and all stakeholders.

Centillion is committed to continuous review and evaluation of our relationships with our

customers and industry to ensure superior service and alignment with goals.

Track Record:

• Recognized as a specialist BPO services provider who leverages cutting edge

technology, process excellence and deep domain expertise to deliver superior

business results.

• Strategic relationships in specific verticals.

• Core Competency in intelligent data capture, document management and workflow

automation.

• India’s largest state-of-the-art imaging component solutions and services provider

for more than a decade.

• Innovative Execution Models - In house processing platform and blended Onsite -

Offsite delivery customized to the client’s requirement.

Concept

The QMS following the Process Approach & P-D-C-A model is shown in the Diagram1 &2 below:



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Diagram 1: QMS framework addressing the Process Approach

The Application of a system of processes within Centillion, together with the identification and

interactions and managing of these processes is done by having the eight quality management

principles as base.

Diagram 2: QMS framework addressing the PDCA Approach



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Plan (establish the QMS)

Establish QMS policy, objectives, documents, processes and procedures adhering to Centillion’s mission and vision, based on the information gathered through quality management system (Customer feedback, management reports.)

Do (implement and

operate the QMS) Implement and operate the processes and procedures set as per the customer requirements and deliver the product / Service.

Check (monitor and

review the QMS)

Assess and, where applicable, measure and monitor process performance against QMS policy, objectives, information from the customer and practical experience and report the results to management for review.

Act (maintain and

improve the QMS)

Take corrective and preventive actions, based on the results of the internal QMS audit and management review or other relevant information from the measurement processes, to achieve continual improvement of the QMS.

Centralized Operations Unit, Bangalore (COPS):

Centralized Operations Unit, Bangalore (COPS) is the Backend Support function unit and is

servicing the requirements of several large Private sector banks and Financial Services

Companies.

The activities undertaken by COPS are

• Hardware (Scanner) sales

• Digitization and indexing of data

• Business Correspondent Activities

• Consumer Financial Fulfillment Activities

• Overseeing Retail Liability Operations of clients and providing consolidated data at

the end of the day

• Loan Data processing for MIS purposes

• Reconciliation of various client data

• Consolidation reporting of sales data for the financial products of clients

• MIS

COPS, Bangalore unit of Centillion has achieved a very high level of excellence in customer

service. Next step in this direction is to achieve the objective of customer delight through

implementation of the principles of Quality. The approach to this objective is planned through

the implementation of international quality standards as enumerated by the International

Organization of Standards in the ISO standards ISO 9001:2015.



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1. SCOPE

1.1 General

This Quality System Manual describes all activities carried out at Centillion, which is in the business of providing hardware (scanner) solutions and digitization services, Agri and rural financing services, complete financial fulfilment services and audit services. The scope and intent of the QMS is to define and communicate our commitment to continually enhance customer satisfaction through:

• effective process improvements to all systems of the business;

• to assure conformity to our customer’s and applicable statutory and regulatory requirements;

• provide policies, procedures developed and implemented with the primary focus to assure the continual compliance of the requirements of the International Standard ISO 9001:2015.

1.2 Location Details:

Address:

Centillion Solutions and Services Private Limited (Bangalore office) Maruthi Infotech Center, 11-12/1 | Block-A, 4th Floor,

Inner Ring Road, Amarjyothi Layout (Next to EGL),

Domlur, Bangalore - 560071

Ph: +91 80 6696 0600

Centillion Solutions and Services Private Limited (Mumbai office)

No. 1111-1116, A Wing, Kailash Business Park

Hiranandani Link Road, Parksite,

Vikhroli (W), Mumbai – 400 079.

Phone: Board +91 22 2519 7700

Activities – Centillion (Bangalore & Mumbai):

Management, Administration, Facilities, Human Resources, Training, IT Infrastructure &

Support, Software Development and Testing, Information Security & Compliance, MIS

Team, Process teams - Process Teams - Hardware, Financial Fulfillment services, Audit

services and Finance services.



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2. NORMATIVE REFERENCE

The following referenced documents are important for the application of this document. For

dated References, only the edition cited applies. For undated references, the latest edition of

the referenced Document (including any amendments) applies.

RULES / ACTS

1 Shops and Establishment Act

2 Companies Act

3 IT Act 2000

4 RBI Act

5 Banking Regulations Act

CODES / STANDARDS

1 ISO 9001:2015, Quality Management Systems – Requirements.

2 ISO 9000:2005, Quality Management Systems – Fundamentals and Vocabulary

3 ISO 9004:2009, Quality Management Systems – Guidelines for Performance Improvements.

EXTERNAL DOCUMENTS:

1 MSAs and SLAs with clients of Centillion Solutions and Services.

2 Agreements with Suppliers

3. TERMS AND DEFINITIONS

Abbreviation Description

Centillion Centillion Solutions and Services Private Limited

QMS Quality Management System

IA Internal Audit

MR Management Representative

ISO 9001:2015 International Standard for Quality Management System

MOP Management Operating Procedures

CFFS Consumer Financial Fulfillment Services



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4. CONTEXT OF THE ORGANIZATION

4.1 Understanding the organization and its context

Centillion shall determine, establish, implement, operate, monitor, review, maintain and

improve a documented QMS within the context of the organization’s overall business

activities (identified in the scope).

For the purposes of ISO 9001:2015, the QMS International Standard, the process used is

based on the PDCA model shown in Diagram2.

Centillion’s QMS consists of continual improvement activities involving everyone in the

organization in a totally integrated effort toward improving performance at every level.

This improved performance is directed towards satisfying such cross-functional goals as

quality, cost, schedule, turnaround time, mission need, and suitability.

To implement the QMS, various system related processes such as audit, management

review, corrective and preventive action, training, contract review and various operations

related processes are identified.

Applications of all these processes, throughout the organization, are identified. The

sequence and interaction of these processes are determined through process definition

and documentation in QSOP manual.

BCSP Business Correspondent Service Points

COPS Centralized Operations

MIS Management Information System

MRM Management Review Meeting

MRR Management Review Record

NC Nonconformity

NCP Nonconforming Product

QSOP Quality & Standard Operating Procedures Manual

TAT Turn-Around-Time

QP Quality Procedure

Centillion / CSS CENTILLION SOLUTIONS AND SERVICES PVT. LTD.



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In this Quality System Manual and its implementing procedures, Centillion addresses

quality policy, quality objectives, quality SOPs, management review, meeting the

expectations and needs of its customers. Improvements to the Quality System are made

to enhance the achievement of objectives in support of the mission. Centillion will

implement periodic reviews of the Quality Management System to determine the

system’s effectiveness and suitability. Results of these reviews will be maintained as

documented information.

4.2 Understanding the needs and expectations of interested parties

Centillion’s ability to consistently provide services that meet our customer and applicable statutory and regulatory requirements, has determined that Centillion identify the:

• the interested parties relevant to the QMS;

• the requirements of the identified interested parties relevant to the QMS;

Centillion is committed to continually monitoring, reviewing and analyzing information

and relevant requirements of the interested parties to assure their requirements are

effectively managed in the QMS.

4.3 Determining the scope of the Quality Management System

Centillion has determined the boundaries and the applicability of the QMS and how it relates to our Core Competency.

Centillion shall apply all applicable requirements of this International Standard to the intent and Scope of our QMS.

The scope of ISO 9001: 2015 certifications for Centillion Solutions and Services Pvt. Ltd is in the provision of Business Process Solutions in:

• Bangalore - Business correspondent services, consumer finance fulfilment

services, transaction and compliance audit for banks and non-banking financial

services.

• Mumbai - Sales and Distribution of Scanners.

All requirements of this international standard ISO 9001:2015 are applied to Centillion.

Exclusion of the QMS -

a. 7.1.5 Centillion does not use any monitoring and measuring devices hence

exclusion is sought from this section



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b. 8.3 Centillion does not perform Design of products and services, therefore the

fulfillment to the requirements of this clause and all sub clauses (8.3.1 to 8.3.6)

are not applicable to our QMS.

4.4 Quality Management System and its processes

Centillion has established, documented and implemented the Quality Management

System (QMS) in accordance with the requirements of ISO 9001:2015. The QMS is

maintained and continually improved through the use of the

• Quality Policy

• Quality Objectives

• Audit results,

• Analysis of data,

• Corrective and Preventive Action

• Management Review.

Centillion utilizes Quality Standard Operating Procedures (QSOP) to provide our

employees and external providers (Vendors), with detailed “How To” instructions and

requirements. The documents support the achievement of quality compliance for each of

the process steps.

The Foundation of Quality Management System is customer focused, commitment and

leadership of top management, and continual improvement

Top management of Centillion, is committed to implement, develop and continually

improve the Quality Management System by meeting all customers/regulatory/statutory

requirements, by providing necessary resources for establishing Quality Policy/Quality

Objectives and by conducting management reviews.

This commitment is expressed through

a) Establishing Quality Policy and Objectives, and ensuring that it is communicated and

understood by the people for implementation and contribution.

b) Providing the required resources for effective implementation & maintenance of the

QMS.

c) Conducting reviews of the QMS at the last MRM of the financial year.

d) Formation of three committees within the organization to ensure the processes

followed at Centillion are in alignment with the Quality Management standard.

Diagram 3 – QF, QC & RMC Department Chart



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The 3 committees are:

Quality Forum (QF): this is the apex body in the organization and will be responsible for

postulating policies that are aligned with the goals of the company.

The QF shall be headed by the President of Centillion. The members shall be the Head of

Business Sales and Delivery, Head of Risk and Compliance, The National Director and the

MR

Quality Council (QC): will implement all decisions taken in the Quality Forum and MRM

and oversee the implementation of the QMS at all departments of Centillion

The QC shall be headed by the Head of Business Sales and Delivery and the National

Director in rotation will head the QC in 6 monthly intervals. When one is heading the QC

the other will become a member.

The members shall be chosen from the all processes at Centillion, and shall include MR,

Head of Risk and Compliance, HR process owner, Admin process owner, IT process owner,

two State leaders, National leader, Account Manager Sales, Junior Manager of Operations

and at least three process owners chosen from any of these processes: Fulfillment

services, Audit, Hardware Sales.

Risk Management Committee (RMC): will identify risks in all processes and ways to

mitigate them and will also formulate the risk management modalities and circulate to

concerned departments.



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The RMC shall be headed by the Head of Risk and Compliance.

The members shall be chosen from the all process at Centillion, and shall include shall

include MR, Head of Business Sales and Delivery, the National Director, HR process owner,

Admin process owner and at least two process owners chosen from any of these

processes: Fulfillment services, Audit, Hardware Sales.

The QMS in Centillion will be further integrated with the CSS-QSOP through incorporation

of common mandatory procedures and elements across all best practices and

management systems implementations.

The following Diagram depicts the identified common procedures within the CSS-QSOP:

Diagram 4: Model showing common elements that addresses all other management systems

The Quality System Manual of Centillion is level-1 documentation and addresses the

following:

• Scope of the certification and the applicable exclusions with justifications from

the requirements of ISO 9001:2015.

• References to the processes adopted by Centillion to ensure quality in the

services offered to the customer.

• The sequence and interaction of the process in the quality management system.

• A description of the Quality Management System adopted by Centillion in lines

with the requirements of the ISO 9001:2015 standards.

CSS-QSOP Common Elements &

Compliance Procedures



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Centillion has the following types of services on offer for its clients:

1 Hardware Sales

2 Fulfillment Services – A) Business Correspondent (BC) Services B) Consumer

Financial Fulfillment Services.

3 Audit, Assurance and Compliance Services – Transaction and Compliance Audit

The team members are made available the necessary information, guidelines, and other

resources/equipment’s required for their activities, through the different processes and

work instructions defined.

Details of these services are enumerated in the QSOP manuals of respective divisions.

Operations are controlled through

a. Instructions issued by the Management.

b. Various guidelines issued by clients

c. Operational arrangements with service providers

Centillion’s other procedures are Documentation & Record Control Procedure, Risk

Management Procedure, Internal Assessment Procedure, Management Reviews Meeting

[MRM] Procedure, Non-Conforming Service, Continual Improvement and Corrective and

Preventive Action Procedure, Change Management Procedure, Training Procedure

Reference:

Documentation and Record Control Procedure: CSS-QSOP-PRC-CDR-002

5. LEADERSHIP

5.1 Leadership and Commitment

5.1.1 General

Management is actively involved in and committed to implementing the QMS and is

accountable for its overall effectiveness. It includes the development and deployment of

the quality policy, the quality objectives, and services-specific plans that are customer

focused and supporting continual improvements. Top management provides the

leadership and governance, strategic direction, responsibility, authority, and

communication to assure safe and effective performance. Management has initiated and

fully supports the vision and strategic direction for the continued sustainability and



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enhancement of the QMS. Management provides direction to the integration of the QMS

requirements into each business process of the organization and is committed to

promoting the use of the Process Approach and Risk-Based Thinking, as well as the

engagement and motivation of our employees throughout our QMS.

5.1.2 Customer Focus

Clients are treated as the immediate customer for Centillion since there is no direct

interaction with the end customer.

Every attempt is made to achieve total customer satisfaction by identifying and fulfilling

all needs and expectations of customers as well as regulatory requirements.

Centillion top management ensures customer requirements and expectations are clearly

defined, understood and achieved at all levels of the organization. Centillion is committed

to achieving total customer satisfaction and will accomplish this by understanding and

mitigating risks and opportunities that may affect the conformity of services and to assure

Statutory and Regulatory requirements are identified and achieved according to the

applicable Clauses of the QMS Manual and QSOPs.

Customer complaints and other customer feedback are continually monitored and

measured to identify opportunities for improvement. Centillion continually looks for ways

to ensure that we focus on customer’s unique needs and expectations.

Centillion treats the methodologies / procedures required for monitoring information on

customer satisfaction as the effective and valuable tool for

a. Measuring the effectiveness of the Quality Management System

b. Monitoring the extent to which the customer requirements are met.

Customer satisfaction is measured through a feed-back analysis of the customer. This is

carried out as given below

a. Define the quality parameters for each of the project handled.

b. Collect and analyze the data related to the service quality parameters from the

surveys conducted/e-mails obtained from the customer.

c. Actions are initiated for improving the Customer Experience.

References:

Customer Services Procedure: CSS-QSOP-PRC-CS-010



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5.2 Policy

The quality policy provides the framework for establishing objectives and targets. Top

management ensures that the corporate policies are established and documented, and

that the policies are available to all interested parties. The policy is reviewed at least

annually, as part of the management review programme or at a frequency determined the

changing needs and expectations of relevant interested parties or because of risks and

opportunities that are presented through the risk management process.

As Quality performance measurement we have a review of all processes established and

the review is done monthly in the quality review meeting to analyze the effectiveness and

efficiency of the system. And also, the trend analysis, customer voice are discussed during

the meeting.

5.2.1 Establishing the quality Policy

Centillion has established a Quality Policy as a framework for the entire Quality

Management System. It is communicated throughout the organization and is

understood by the people for commitment and contribution.

a. Quality policy of Centillion Solutions & Services is as follows:

“Centillion Solutions & Services, driven by an empowered team, is committed to deliver high quality, value added services to our customers by:

• Consistently exceeding customer expectations of service quality in terms of reliability, accuracy

and timeliness through C-SPEED.

• Focusing on continuous improvement through the use of innovative processes and technology.”

b. This quality policy is communicated and understood at appropriate levels through

training and display at proper places in the English language.

(Dinesh Poduval)

President

Centillion Solutions and Services (P) Ltd.

5.2.2 Communicating the quality policy

The quality policy is communicated to all employees at all levels throughout our

organization via training, regular internal communications and reinforcement during



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annual employee performance reviews. Employee understanding of our policies and

objectives is determined during internal audits and other methods deemed appropriate.

5.3 Organizational roles, responsibilities and authorities

The corporate organization and reporting structure can be referred in Diagram1 below;

Diagram 5 – The Corporate organization and reporting structure

6. PLANNING



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6.1 Actions to address risks and opportunities

When planning the QMS, Centillion has taken into consideration potential issues and has

determined the risks and opportunities that need to be addressed to:

• provide assurance that the QMS can achieve its intended result;

• enhance desirable effects and prevent, or reduce, undesired effects;

• achieve improvement;

Centillion has planned actions to address the above risks and opportunities and has

initiated appropriate procedures to integrate and implement appropriate actions into our

QMS including the evaluation of the effectiveness our QMS processes. Any actions taken

to address risks and opportunities shall be proportionate to the potential impact on the

conformity of products and services.

Diagram 6 – Addressing Risks and Opportunities

6.2 Quality objectives and planning to achieve them

Centillion’s Quality Objectives

• Customer satisfaction rating level should be a rating of 80% of the scoring scale. (out

of a scale of 1 to 6 the average score should be 4.80).



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• The targets (quality objectives) at the process level are defined and measured under

the customer stated SLA’s of the respective processes.

Centillion has established Quality Objectives that are reviewed every six months, and

conform to the Quality Policy and are based on the following principles:

a. Objectives to meet the Service requirements

b. Customer delight – through better TAT and courteous service

c. Efficiency

d. Consistency

e. Growth in Profitability and Productivity.

The Quality Objectives for each QMS Process is addressed in the Quality objective

document of the QMS process and conform to the Quality Policy of Centillion

All resources (human, material, facilities) are made available for continual improvement

of the quality management system and to achieve quality objectives and to meet the

requirement given in 4.1

Quality planning includes various processes. Some of them are - Management review,

Internal Audit, Training, Customer Service Review, Operation processes Review.

Quality Performance Objectives are measurable targets for improving operational

performance to ensure process conformity and customer satisfaction. They apply to all

departments and functions having direct responsibility for activities that require

improvement. Performance objectives and goals are established by management and

through employee involvement and monitored within the framework of management

reviews.

Centillion retains documented information on the status of our quality objectives. If

shortfalls are identified, management may revise objectives, issue corrective action

requests, or take other appropriate actions to address the issue.

Reference

Quality Objective: CSS-QSOP-APX-001

Quality Objective defined for a QMS Process: CSS-QSOP-ProcessName-QO-001

E.g. Procedure for defining the Quality Objective for the Voucher Audit process: CSS-

QSOP-VA-QO-001



26

6.3 Planning of changes

Through quality planning any required change is carried out in a controlled manner to

maintain the integrity of the quality management system

When changes to the QMS are deemed necessary, Centillion shall ensure the change

will comply with the requirements of ISO 9001:2015 and shall consider:

• the purpose of the changes and their potential consequences;

• the integrity of QMS;

• the availability of resources;

• the allocation or reallocation of responsibilities and authorities.

7. SUPPORT

7.1 Resources

7.1.1 General

Centillion is fully committed to providing adequate resources required for the

establishment, implementation, maintenance and continual improvement of our QMS.

Our committed resources include: competent employees, well maintained work

environment and financial resources. The process for determining and communicating

resource requirements is an integral part of our management review process. Our

infrastructure resource considerations include:

• management review meeting inputs and outputs;

• capabilities and constraints on existing internal and external resources;

• requirements and expectations provided by our external providers/vendors

7.1.2 People

Resources essential for implementation and improvement of process and achievement of

the organization’s objectives for quality management system are identified and made

available in a timely manner. Resources include Department Heads, Managers,

Supervisory Staff, Officers, and Computer Hardware & Software, Network and Facilities

and Work environment.

The resources provided ensure:

• Implementing and maintaining an effective QMS



27

• Enhance customer satisfaction.

• efficient performance

This is an output of the strategic planning and management review.

Planning for service realization at Centillion Solutions and Services involves

• Identification of products delivery mechanism for customer and defining quality

objectives related to the product & service.

• Identification product delivery requirements and defining processes and

preparation of documents required for the product and service delivery.

• Identification, training and provision of resources and facilities required for the

product and service delivery.

• Defining activities for the required verification, validation, monitoring,

measurement, inspection and other testing activities.

• Defining the acceptance criteria for the service delivery related parameters such

as TAT, Errors, Accuracy, cost per transaction, and skill requirement.

Planning of product realization is consistent with other requirements of the organization’s

quality management system and is documented (QSOP Manual).

The recruitment activities are based on a documented HR – Operational manual, which

ensures that the people recruited are with required educational qualification, training,

skills and experience to maintain conformity to process requirements and quality in the

work. In order to ensure a high level of competence level, the recruitment of personnel

for Centillion is done through a procedure of extensive interview conducted by the HRD

and the domain specialists.

The Departmental Heads maintain production cum capacity plan which includes the

manpower capacity plan versus requirements.

The Human Resources function deals with the following:

1 Recruitment

2 Delegation and Authority management

3 Pay Roll monitoring

4 Employee Transfer Management

5 Management of Training requirements & Delivery



28

6 Employee Exit Management

7 Rewards and Recognition

8 Employee Welfare Programmes

7.1.3 Infrastructure

Centillion identifies its necessity of infrastructure on the basis of business requirements

and thereafter manages its upkeep and maintenance as per the Policies established.

To achieve conformity of the product the facilities are identified, provided and maintained

which include workspace, hardware, software, equipment, support services and

communication, client contract requirements to be met and current availability/capacity

of infrastructure.

7.1.4 Environment for the operation of the processes

Centillion identifies and provides the required work environment for the employees by

providing

• Ergonomic workstations

• Noise free environment, air conditioning, and adequate lighting.

• Uninterrupted power supply

• Recreation facilities and fun events and Counseling sessions

• Providing necessary reference materials and access to the Internet on a need

basis.

All these factors are identified and managed to achieve conformity of service standards.

As and when required the work environment is checked by Senior Officers from the

organization.

7.1.5 Monitoring and measurement resources

Centillion does not use any monitoring and measuring devices hence exclusion is

sought from this section.

7.1.6 Organizational knowledge

Centillion considers the specific knowledge necessary for each operation and considers

this as an important resource to ensure our people and processes are consistent and will



29

achieve conformity of the product and services provided by the Company. Specific

organizational knowledge is defined, maintained and available to the extent necessary

within appropriate procedures.

7.2 Competence

Centillion identifies competency needs of personnel performing activities affecting quality

and they are fulfilled by the following methods:

• Skills Management process.

• Knowledge Management and sharing activities.

• In-house and on the job training to the operating staff

• Specialized technical and operating trainings are given for specific performance

purposes.

Work assignments to employees are made based on their skills and requirements and

specialized technical and operating trainings are given for specific performance purposes.

Performance of employees are monitored for a stipulated time to evaluate the

effectiveness of the training program.

Employee selections for recruitment are done on the basis of certain minimum

educational qualification. In the case of contract employees’ certain minimum educational

qualification is specified. The vendors of contract employees are asked to ensure these

minimum educational qualification and skill set relevant to their job.

Appropriate records of educational qualification, experience and training are maintained

through a system of personal files for each employee.

Centillion has established a system for the growth, reward, and promotion of the

employees. The system employs a grading grid mechanism, which maps monthly

performance on parameters of Quality, Productivity and Knowledge enhancement. The

organization also has performance-based incentive schemes in place through which

employees are rewarded based on the two parameters of Quality and Productivity of their

output.

The Training is a mandatory Centillion procedure and needs to address the Training

needs, Training process and the planning and implanting of training. Reviewing and Re-

Assessing after the completion of trainings.

Reference:



30

Training Procedure: CSS-QSOP-PRC-HR -002

7.3 Awareness

Centillion has determined to the extent necessary, persons performing work are:

• aware of the Quality Policy;

• aware of relevant quality objectives;

• aware of their contribution to the QMS effectiveness, including improved

performance;

• implications of noncompliance to our QMS requirements.

7.4 Communication

Centillion has set up relevant mechanism for communicating to all levels of employees the

effectiveness of the QMS and other interested parties.

All functions and departments are motivated to maintain high level of internal

communication regularly, through emails, telephone, mobile phones, written

communication, meetings, office order, and verbal communication.

Centillion has defined and delegated the responsibilities and authorities of the

designations for the smooth functioning of day-to-day activities and QMS.

General responsibilities for Centillion personnel regarding work that affects quality are

summarized in the Organization chart in this document and for each QMS process in the

Organization Chart of the QMS process.

7.5 Documented Information

7.5.1 General

To ensure the consistency in the processes carried out at Centillion and to meet the QMS

requirements, certain requirements for documentation has been identified.

The QMS documentation at Centillion consists of four levels.

1 Quality Management System Manual, which acts as an interface document between

ISO 9001:2015 standard and Centillion documents, also describes how the Centillion

meets ISO 9001:2015 requirements



31

2 Procedures and documented information describing various activities that are

performed in implementing the QMS are described in Quality & Standard Operating

Procedures.

3 Guidelines/Checklists/MOPs

4 Formats, Documented information and Templates in conformance with the Quality

Manual and Procedures

Diagram 7: General documentation structure (Diagrammatic)

The key focus given while preparing these documents is

• Provide assurance that the quality requirements related to the services are

defined.

• To show the implementation and effectiveness of the Quality Management

System.

• To provide a basis for measurement and feedback essential for continual

improvement.

This QMS documentation includes,

a Documented statement of a quality policy (5.2.1) and quality objectives (6.2).

b A quality manual. All documents in quality manual are identified as follows:

E.g. CSS-QSOP-QltRec means -



32

CSS : Centillion Solutions & Services (P) Ltd

QSOP : Quality Standard Operating Procedure

QltRec : Short name for Process Description

c Quality Systems Manual is a level – 1 documentation

d Documented procedures for all process.

e To ensure the effective planning, operation and control of its processes, various

other related procedures and work instructions are identified and documented (7.5)

f Documented information required by this international standard (7.5)

g Documents are made available to the employees through the Intranet. Process

Manuals are prepared and distributed to the users and are reviewed for their

suitability and approved by designated functions.

Reference:


7.5.2 Creating and updating

Documents for QMS shall be evolved and maintained to have evidence of intent and shall

be controlled. A documented procedure is established in the Documentation & Record

Control Procedure and these documents shall follow that procedure. The documentation

control procedure gives the naming conventions, versioning methodology, re-versioning-

methodology, method of maintenance, distribution & approval, disposal, change

management. The relevant version of applicable documents is made available at the

respective divisions.

The internal and external documents determined by the organization to be necessary for

the planning and operation of the quality management system are identified and their

distribution controlled based on a documented procedure.

The legibility and retrievability of the documents is ensured. Identification of documents is

ensured as per the documented procedures.

The Doc. Ref: CSS-QSOP-PRC-CDR-002 on Documentation Control addresses the

compliance issues stated above.

Documentation & Record Control Procedure describes and assigns responsibilities for

• Preparation



33

• Approval

• Issue

• Revision

• Avoid unintended use of the documents

The goal is to have:

• The right documentation,

• At the right place,

• At the right time.

Reference:


7.5.3 Control of documented information

Centillion maintains documented information as objective evidence that demonstrate

conformance to the QMS and ensure its effective operation. The control related to the

legibility, identification and retrieval, storage, protection, retention and disposition of the

documented information are established through a documented procedure.

Documented information shall be established to provide evidence of conformity to

requirements and of the effective operation of the quality management system, and shall

be controlled. This documented information shall follow the procedure for Record

Control that specifies controls needed for naming/identification, legibility, retrievability &

retrieval, storage, protection, retention time and disposition of them.

The Procedure for Record Control for each QMS Process addresses the compliance issues

stated above and all Documented information used or generated in any Process shall be

controlled in terms of classification & identification, legibility, retrieval, storage,

protection, retention time and disposition. Methods of protection and disposition of

documented information are also included in the procedure.

Reference:

Procedure for Control of Records for the QMS process: CSS-QSOP-ProcessName-

COR-005



34

E.g. Procedure for Control of Records for Voucher Audit process: CSS-QSOP-VA-COR-

005

8. OPERATION

8.1 Operational planning and control

Centillion has the following types of services on offer for its clients:

4 Hardware Sales

5 Fulfillment Services

A. Business Correspondent (BC) Services

a. BC Enrolment

b. BC Loans

c. BC Service Point System

B. Consumer Financial Fulfillment Services

a. Auto & Used Car/Personal & Home loans

6 Audit, Assurance and Compliance Services

a. Transaction and Compliance Audit

The team members are made available the necessary information, guidelines, and other

resources/equipment’s required for their activities, through the different processes and

work instructions defined.

Details of these services are enumerated in the QSOP manuals of respective divisions.

Operations are controlled through

d. Instructions issued by the Management.

e. Various guidelines issued by clients

f. Operational arrangements with service providers

8.2 Requirements for products and services

8.2.1 Customer Communication



35

Centillion Solutions and Services has determined and implemented effective

arrangements for communication with the customer enquiries related to

a. Product / Service information /Enquires

b. The status of the job/contracts

c. Instruction handling/post-delivery service requirements /amendments,

d. Customer feedback and complaints.

Periodic meetings and conferences are set up with the customer for providing information

related to the service and any other clarifications required by the customer.

Communication with customer is done through the following:

• E-mails

• Written communications

• Telephone

Reference:

Customer Services Procedure: CSS-QSOP-PRC-CS-010

Procedure for identifying customer requirements for a QMS process: CSS-QSOP-

ProcessName-ICR-006

Centillion focuses towards satisfying the customer deliverables.

8.2.2 Determining the requirements for products and services

All the requirements from the customer both verbal and written are reviewed to ensure

Centillion

• Has understood the requirements properly.

• Has the ability to meet the requirements

• The differences between the parties are resolved.

The Procedure for Identifying Customer Requirements for each QMS Process addresses

the compliance issues and all requirements of the customer for the process. All customer

requirements shall be controlled in terms of classification, identification & legibility.

Reference:



36

Customer Service Procedure: CSS-QSOP-PRC-CS-010

Procedure for Identifying Customer Requirements for the QMS process: CSS-QSOP-

ProcessName-ICR-006

E.g. Procedure for identifying customer requirements for Voucher Audit process:

CSS-QSOP-VA-ICR-006

Centillion determines

• The service specific requirements specified by the customers, including the

requirements for availability and delivery,

• Requirements not specified by the customer but necessary for intended or

specified use and

• Compliance with related regulatory and statutory requirements

These requirements are captured and the personnel are trained to ensure that they are

well versed with these requirements.

8.2.3 Review of the requirements for products and services

The service realization processes necessary to meet customer requirements are identified.

Methods of measurement and monitoring are established for the same. The continuing

ability of such processes to satisfy its intended purpose i.e. planned result is confirmed.

When planned results are not achieved, correction and corrective action is taken as

appropriate to ensure conformity of product.

Some of the product realization processes are as follows:

a. Customer satisfaction monitoring

b. Training to staff

c. Customer communication

d. Internal Quality Audit

e. Management review.

All service realization shall be monitored for the following

a. Measurable Policies & Objectives set for the service.

b. Documented Procedures and Documented information

c. Process and operations effectiveness

d. Key Performance Indicator’s [KPI’s] and Key Result Areas [KRA’s].



37

All processes shall be monitored and reviewed for relevance to customer (internal or

external) requirements. The KPI’s and KRA’s shall be bench marked for applications

against all processes and systems wherein these shall be measured, analyzed, monitored

and re-assigned for continual improvement.

Reference:

Procedure for internal Assessment (quality audit): CSS-QSOP-PRC-IA-005

Management Review Meeting (MRM) Procedure: CSS-QSOP-PRC-MR-006

At appropriate intervals of the product realization process, the characteristics and quality

of the products and services are checked by the concerned supervisor, department head,

Unit Head, internal and external auditors.

Evidence of conformity with the product criteria is documented. The products are

released by authorized person only.

Unless all the specified activities have been satisfactorily completed and until approved by

the function supervisor, product release and service delivery is not proceeded with.

Service characteristics are defined by the Customer. Customer specific service

requirements are confirmed before delivery to the customer based upon the relevant

information provided by customer in the appropriate documents for each product.

Customer requirements together with additional requirements are determined by

concerned division head taking into account instructions from customer. It is ensured that

Centillion Solutions & Services has the ability to meet customer defined requirements.

Where service specifications are changed, the concerned officer ensures that relevant

documentation is amended and also that the relevant personnel are made aware of the

changed requirements.

Reference:

Procedure for Identifying Customer Requirements for a QMS process: CSS-QSOP-

ProcessName-ICR-006

E.g. Procedure for identifying customer requirements for Voucher Audit process:

CSS-QSOP-VA-ICR-006

8.2.4 Changes to requirements for products and services



38

Centillion ensures that relevant documented information is amended, and that relevant

persons are made aware of the changed requirements, when the requirements for

products and services are changed.

8.3 Design and development of products and services

No design of products is undertaken; hence this clause is excluded.

8.4 Control of externally provided processes, products and services

Centillion ensures that externally provided processes and services do not adversely affect

the ability to consistently deliver conforming products and services to our customers.

Vendors demonstrating inadequate performance will be required to implement corrective

actions. Poor performing vendors will be replaced.

8.4.1 General

The purchasing activity at Centillion is limited to the following.

a. Small and bulk Stationary Items

b. Services for housekeeping, security, catering, and transportation of employees.

c. Safes, Fixtures and Furniture Items.

d. Computer Hardware and software for the servers and workstations.

e. Hardware such as Scanners and scanner consumables

f. Various outsourcing arrangements

8.4.2 Type and extent of control

Vendors form a critical interface of the business implementation and shall be included to

the extant required in the implementation and operational plans. Vendor’s evaluation

and selection shall be based on criteria critical to the business processes. Critical criteria

shall include evaluation of quality of products offered by vendor, cost of product, and

delivery of products on time by vendor and support after delivery of products. Vendors

shall be educated and trained by relevant Centillion functional heads to enable the

deliverables to be delivered as committed.



39

Information Security requirements shall be imparted to the vendors and the relevant

functional head shall ensure that they shall strictly follow the same under all

circumstances.

As part of the service management, the vendors / sub-contractors work towards the SLA

Terms and Conditions agreed upon so as to adhere to the supply chain management of

Centillion Clients deliverables.

It is ensured that the purchased products and services meet the requirement. Purchase

function maintains an approved vendor/subcontractor list for placing purchase orders.

The selection of vendors shall happen after evaluation of the vendor. Vendor re-

evaluation shall be carried out once a year and shall be based on the criteria used for

selection of the vendor. Where only one vendor is available for any item to be purchased,

the evaluation is not carried out by Centillion.

Outsourced activities or processes shall be controlled through quality agreements, the

annual audit of the supplier on criteria used for selection of the outsourcing agency,

performance evaluation.

Documented information of evaluation, re-evaluation, and follow-up actions are

maintained as per the procedure Administration Process Control Document

The analysis of Data and metrics to be measured shall as a minimum be identified under

the areas mentioned below:

a. Business Results

b. Customer Satisfaction

c. Conformity to Product/Service Requirements

d. Characteristics of processes and products

e. Vendors / Suppliers

f. Risk Parameters

g. Security Parameters

h. Quality Parameters

i. Incident Management.

The metrics to be measured shall be identified, collected, monitored, analyzed and

documented. The methodologies for measurement shall be defined, documented and

implemented after approvals from the Top Management.



40

The outcomes of these measurements shall be communicated to all relevant personnel,

including Vendors and Customers wherever applicable and shall form the input for

continual improvement.

To determine the suitability and effectiveness of the QMS and to identify improvements

that can be made, Centillion determines, collects and analyses the appropriate data.

The data collected is analyzed to provide information on

• Customer satisfaction/feedback/complaints.

• TAT and Accuracy

• Process Cost / Transaction

• Conformance to product requirements

• Characteristics of processes, products and opportunities for preventive action.

Reference:

Customer Service Procedure: CSS-QSOP-PRC-CS-010

Quality Objective: CSS-QSOP-APX-001

8.4.3 Information for external providers

Centillion uses purchase orders to define the product or services to be purchased.

Purchasing documents clearly describe the product or service to be provided. Designated

individuals within the company create purchase orders using the company system.

Purchasing documents are reviewed for adequacy and approved by purchasing personnel

prior to release. Each purchase order includes where appropriate:

• Identification of product or service to be delivered, quantity, delivery date, and

cost;

• Requirements for approval or qualification of product, procedures, processes or

equipment;

8.5 Production and service provision

8.5.1 Control of Production and service provision



41

In order to control the planning, administrative support and implementation of work,

Centillion’s policy is to describe the operating procedures, the controls applied and the

documented information required.

The process control activities are quality with many aspects that also relate to quality

control. The following controlled conditions are applied where applicable:

• Quality control checks are performed;

• Evidence of completed inspections;

• Detailed process work instructions and specifications for all products;

• Criteria for workmanship and competence.

8.5.2 Identification and traceability

Centillion has established proper identification and tracking mechanism for the different

service offered.

The status of the service with respect to customer requirements is identified, controlled

and maintained through controlled documentation.

The entire customer’s data is stored on a central server with rights management in place

and access to the client data is provided on need to know basis and upon the approval of

concerned authorities

Where traceability is required, the unique identification of the service is controlled and

recorded. (4.2.4)

Following System of traceability is followed in Centillion

1. All forms and registers have a unique identification (ID) number.

2. All transactions have a unique transaction ID.

3. All transactions have ID for the Maker and Checker.

4. All customer documents, such as loan applications, loan documents, and

agreements bear a unique ID number.

5. All registers, current and old, are controlled by the departments concerned.

Reference:



42

Quality Standards and Operating Procedures of all the QMS processes: CSS-QSOP-

Process Name-Procedure Name-003

E.g. Core operating procedures for Voucher Audit process: CSS-QSOP-VA-COP-003

8.5.3 Property belonging to customers or external providers

Storage and delivery of customer property is a critical activity and Centillion

identifies and documents all customer property, if any, and are verified, safeguarded

and protected from damage or loss. Customer supplied products will be reconciled

through compliance reports submitted by the concerned field staff (State Leaders-

VVU Heads). Reconciliation shall be done once in 3 months.

Reference:

Procedure for Control of Customer Supplied Products for the QMS process: CSS-

QSOP-ProcessName-CSP-007

E.g. Procedure for Control of Records for Voucher Audit process: CSS-QSOP-VA-CSP-

007

8.5.4 Preservation

Conformity of the product is preserved during storage, handling and delivery to the

intended Customer. The products are identified throughout the operation cycle.

Centillion will identify, verify, protect and maintain customer property provided for

use. The process owner ensures that any lost, damaged or unsuitable customer

property is recorded and immediately reported to the customer.

8.5.5 Post-delivery activities

Centillion maintains documented information of all products delivered to our

customers. The extent of post-delivery activities includes consideration our

customer’s requirements and received feedback

8.5.6 Control of changes

Centillion shall review and control changes for service operations to the extent

necessary to ensure continuing conformity of customer or internal requirements.

Changes to the requirements are identified and recorded. Any changes are

reviewed, verified and approved. The review of changes includes evaluating the

effects of those changes upon the services already delivered. All results relating to



43

the review of changes are retained as documented information. Changes may be

initiated as a result of:

• modernization based on the context of the organization analysis results;

• needs of interested parties, or customer feedback;

• vulnerability being detected and (or) opportunities for improvement are

identified.

Centillion’s Quality Council reviews and monitors changes that affect services and

ensures changes are documented and information is distributed and controlled.

Records of results of the review of changes, the persons authorizing the change, and

any necessary actions arising from the review are maintained in accordance with

applicable procedures.

8.6 Release of products and services

Documented procedures have been established for service realization. Services are not

rendered until verified as fully compliant. Service delivery does not proceed until all

compliance have been satisfactorily completed, unless otherwise approved by a relevant

authority, and where applicable by the customer. Measurement and acceptance criteria

that are necessary for service acceptance are retained as documented information;

Documented information includes evidence of conformity with the acceptance criteria

and traceability to the person authorizing the release. subsequent acceptance records

form the documentation evidence.

8.7 Control of nonconforming outputs

A documented procedure is established to identify the nonconformity of the service and

to prevent unintended use or delivery and to identify responsibility and authority related

to nonconformity. Whenever any service that does not conform to the requirements is

found, it is identified properly and any unintended use or delivery to the customer is

prevented.

A non-conforming service, in exceptional cases could be delivered to customer only after

taking prior approval from the same. Documented information of those are maintained.

When nonconforming service is detected after delivery or use, appropriate actions are

taken to nullify any damaging impact on the customer regarding the consequences of the

nonconformity.



44

The Non-Conforming Service, Correction and Corrective Action Procedure for Non-

Conforming services shall address as a minimum the following:

1. Definition of Non-conforming product, correction and corrective action.

2. Definition for identification, categorization/classification and risk assessment of

Type and nature of non-conformity

3. Escalation mechanism for types and nature of non-conformity.

4. Resolution mechanism for types and nature of non-conformity.

These above steps are elaborated in the documented procedure;

Reference:

Procedure for control of Non-Conforming Products: CSS-QSOP-ProcessName-

NCP-008

E.g. Procedure for Control of Non-Conforming Products for Voucher Audit process:

CSS-QSOP-VA-NCP-008

9. PERFORMANCE EVALUATION

9.1 Monitoring, measurement, analysis and evaluation

9.1.1 General

The objectives of monitoring, measurement, analysis and evaluation are: process

criteria, service characteristics, performance and effectiveness of the QMS. Results

from monitoring and measurement are evaluated and informational reports are

presented to management for general review and making decision on opportunities

for improvement.

Centillion determines which aspects of the quality management system and its

processes are to be monitored, measured and evaluated. The frequency of

monitoring and evaluating the processes are determined by:

• Customer feedback and specification requirements;

• Process performance and audit results;

• Level of risk and types of control measure;

• Trends in non-conformities or corrective actions;

• Criticality for service conformity.



45

All monitoring, measuring and evaluation outputs are documented and analyzed to

determine process effectiveness and to identify opportunities for improvement. The

Quality Council monitors information and trends relating to customer perception as

to whether the organization has fulfilled the customers’ requirements. Customer

complaints, whether received in writing, verbally or electronically are immediately

forwarded to the Quality Council for action.

9.1.2 Customer satisfaction

Centillion monitors information relating to customer perception of our continual

ability to fulfill their requirements. Maintaining customer satisfaction is one of the

principal objectives of the QMS. Customer satisfaction data is used by management

to identify opportunities for improvement.

The level of customer satisfaction is monitored using various sources of customer

data:

• Repeat customers;

• Analysis of customer complaints and customer satisfaction surveys;

• Recognition from customers if any

Customer survey data along with other customer feedback, including written or

verbal complaints and information collected via the customer feedback are reviewed

by the Quality Council who initiates appropriate corrective actions. Customer

feedback data and complaints, and customer satisfaction is reviewed during

management review. If any complaint from customer cannot be resolved, the

complaint is escalated to Top Management for resolution.

9.1.3 Analysis and evaluation

Centillion plans and implements the monitoring, measurement, analysis, and

improvement activities needed to validate the conformity of the service deliverables to

the requirements of the Quality Management System.

To achieve the conformity of product and QMS and to improve the effectiveness of QMS,

various monitoring activities are identified, planned and implemented which includes

following activities but not limited to

a. Verification of conformity to service specification

b. Verification of compliance with customer request

c. Safe custody and preservation of documented information



46

d. Conformity to and improvement of QMS

e. Customer satisfaction

f. Internal audit

g. Management review meeting

h. Control of non-conformity of services

i. Corrective and Preventive action

j. Analysis of data

k. Conformity to Quality objectives

The planning and implementation of these activities are explained in their respective

division’s QSOP

9.2 Internal audit

To determine that Quality Management System conforms to the requirements of ISO

9001:2015 and that the system has been effectively implemented and maintained,

internal audits in Centillion are conducted and shall address as a minimum the following.

The IA shall be conducted once every quarter for the first year, and then half yearly in the

second year and thereafter annually.

General Requirements

a. Statutory, Legal and Regulatory Requirements for IA.

b. IA for service requirements.

c. Assessing Risk Parameters.

Internal Assessment

a. Planning & Scheduling Internal Audits.

b. Convening, and Controlling Internal Audits.

c. Non-Compliance / Non Conformity [NC’s] Analysis and measurement

o Identification of NC’s

o Root cause Analysis

o Corrections

o Corrective action



47

o Preventive Action

d. Reviewing and Reporting Internal Audits.

Depending upon the status and importance of the activities and areas to be audited,

a yearly audit plan is developed. Checklists are prepared as per the document

reference CSS-QSOP-FMT-IA-IACL-005. Audits are carried out by the personnel who

are independent of the department being audited.

A documented procedure is established as per the document reference CSS-QSOP-

PRC-IA-005 to determine the responsibility and requirements for conducting audits,

their independence, recording results and reporting to management.

Results of the audits as per the reference document CSS-QSOP-FMT-IA-IAFR-003 are

circulated among the respective departments for corrective actions.

The implementation of the corrective action and its effectiveness is verified and

recorded by the auditors (document reference # CSS-QSOP-FMT-IA-IAFR-003).

Timely corrective actions on deficiencies found during audit are taken by

management.

Internal audit reports are discussed in the management review meeting.

Centillion uses the results of Internal Audits to improve the effectiveness of the

Quality System. This is accomplished by.

• Implementing corrective and preventive actions.

• Improving documented procedures, or

• Utilizing a combination of the previous two items.

Audit report is prepared at the end of the Audit and findings and is reported to the

Audited members and to the Management.

Reference:


9.3 Management Review

9.3.1 General

To ensure the continuing suitability, adequacy and effectiveness of the quality

management system Centillion’s Top management conducts formal management

review meetings at planned internals. The MRM shall be conducted once every



48

quarter for the first year, once every four months the next year and once in 6

months thereafter, or as required by the Top Management

Reference:


9.3.2 Management Review inputs

The Management Review Meeting is a mandatory Centillion procedure and needs to

address as a minimum the following:

• Results of services provided

• Feedback from customers on services provided

• Process / Service conformance and performance

• Follow-up on earlier reviews

• Preventive and corrective action

• Changes that could affect QMS

• MR’s report on performance of QMS

• Recommendations for improvement

9.3.3 Management Review outputs

Minutes of meeting shall record improvements of system / product with action plan and

resources needed.

These above steps are elaborated in the documented procedure. The MRM Procedure

shall use the Centillion Plan-Do-Check-Act model for realizing the MRM process. The

feedback to Change Management from the MRM meeting outcomes is described in the

above documented procedure.

Reference:


Centillion has appointed a member of organization’s management as a Management

Representative (MR) and is assigned with the following responsibilities and authorities.

• Ensure that the requirements of the ISO 9001:2015 standard are effectively

established and maintained at Centillion.



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• Reporting to management on the performance of the Quality Management

System.

• Promoting quality throughout the organization.

• Ensuring the awareness of customer requirements throughout the organization.

• Liasoning with third parties in matter related to the QMS.

Ms. Parvathy Raguraman is appointed as Management Representative of Centillion.

10. IMPROVEMENT

10.1 General

Centillion determines and selects opportunities for improvement and implements

necessary actions to meet customer requirements and enhance customer satisfaction.

Centillion ensures that opportunities for continual improvement from feedback on

operational performance are evaluated and implemented through the corrective action

system and management review process.

The data inputs for the improvement process include:

• Risk and opportunity evaluations;

• Assessment of the changing needs and expectations of interested parties;

• The conformity of existing products and services;

• Vendor evaluation;

• Levels of customer satisfaction, including complaints and feedback;

• Internal and external audit results;

• Corrective action and non-conformance rates;

10.2 Nonconformity and corrective action

Centillion emphasizes the use of problem correction to determine the actual cause of

non- conformances (including customer complaints, non-conforming services, and non-

conforming processes) to ensure that nonconformities do not recur. To prevent

recurrence of the non-conformity, depending upon the impact of problems, the corrective

action are taken to eliminate the causes of non-conformities



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A documented procedure is established to review non-conformities (including customer

complaints), the cause of non-conformities is determined and need for action is evaluated

to ensure that there is no recurrence of nonconformity.

Corrective action needed is determined and implemented. Its results are recorded and

reviewed.

Reference:

Non-Conforming Service, Continual Improvement and Corrective and Preventive

Action Procedure: CSS-QSOP-PRC-NCCAPA-007

E.g. Procedure for Corrective Action for Voucher Audit process: CSS-QSOP-VA-CA-

009


Centillion emphasizes the use of problem prevention or problem correction to determine

the potential cause or actual cause of non- conformances (including customer complaints,

non-conforming services, and non-conforming processes) to prevent their occurrence or

recurrence.

To prevent the occurrence of potential problems, depending upon the impact of

problems, the preventive action required to eliminate the causes of potential

nonconformities are identified. A documented procedure is established to determine

potential non-conformities and their causes.

Implementation of preventive action taken is ensured; results of the action taken are

recorded and reviewed (4.2.4)

Reference:



E.g. Procedure for Preventive Action for Voucher Audit process: CSS-QSOP-VA-PA-

010


Centillion emphasizes the use of problem prevention or problem correction to determine

the potential cause or actual cause of non- conformances (including customer complaints,

non-conforming services, and non-conforming processes) to prevent their occurrence or

recurrence.



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10.3 Continual Improvement

Centillion believes in continuous improvement in the organization by improving the

effectiveness of Quality Management System through the use of

a. Quality Policy / Objectives

b. Audit results

c. Management Reviews

d. Corrective and Preventive action.

The concerned team identifies the area for improvement and deploys efficient action plan

for the same. The effectiveness of the action Plan is reviewed in the Management Review

Meeting.

The Continual Improvement and Preventive Action procedure needs to address as a

minimum the following

a. Definition of Continual Improvement and Preventive Action.

b. Definition for identification, categorization/classification on Type and nature of

continual improvement/Preventive Action.

c. Approval mechanism for Continual Improvement and Preventive Actions.

d. Resolution mechanism for types and nature of Continual Improvement /

Preventive Action

These above steps are elaborated in the documented procedure;

Reference:



Appendix (1) - Quality Policy and Objectives- CSS-QSOP-APX-QPO-001

QUALITY POLICY

“Centillion Solutions & Services, driven by an empowered team, is

committed to deliver high quality, value added services to our customers by:



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• Consistently exceeding customer expectations of service quality in terms of

reliability, accuracy and timeliness through C-SPEED.

• Focusing on continuous improvement through the use of innovative processes and

technology.”

QUALITY OBJECTIVES

• Customer satisfaction rating level should be a rating of 80% of the scoring scale. (out

of a scale of 1 to 6 the average score should be 4.80).

• The targets (quality objectives) at the process level are defined and measured under

the customer stated SLA’s of the respective processes.

Appendix (2) - QMS Documents - CSS-QSOP-APX-DCL-002

S.No Document Identity Name of Document

1 CSS-QSOP-PRC-CDR-002 Documentation and Record Control Procedure

2 CSS-QSOP-PRC-RM-003 The Risk Management Procedure

3 CSS-QSOP-PRC-IA-005 Internal Assessment Procedure

4 CSS-QSOP-PRC-MR-006 Management Review Meeting [MRM] Procedure

5 CSS-QSOP-PRC-NCCAPA-007 Non-Conforming Service, Continual Improvement and Corrective and Preventive Action Procedure

6 CSS-QSOP-PRC-ITS-008 IT Support Procedure

7 CSS-QSOP-PRC-CM-009 Change Management Procedure

8 CSS-QSOP-PRC-CS-010 Customer Service Procedure

9 CSS-QSOP-PRC-ADM-011 Administration Process Document

Appendix (3) - QMS Process Sequence & Interaction Description - CSS-

QSOP-APX-PSI-003



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Sequence and Interaction of Key QMS Process

Establish & Implement QMS

(Sec. 4.0 & 5.0)

Conduct Management Reviews (Sec. 5.6)

Provide Resources (sec. 6.0)

Identify & Review Process Requirements

(sec. 7.2.1 & 7.2.2)

Ensure Supplier Quality matches the company

standards(sec. 7.4.1)

Establish & Maintain Quality Processes for Service provision

(sec. 7.1)

Ensure Awareness & Training on Quality processes for the

workforce (sec 6.2.2)

Establish & maintain Facilities (sec. 6.3)

Establish & maintain documentation/data for control

of Records/Document (sec. 4.2.3 & 4.2.4)

Control & validate the Service Provision

(sec. 7.5.1 & 7.5.2)

Purchase & Verify Service Provision (sec. 7.4.2 & 7.4.3)

Manage Customer communications for all

service provisions (sec. 7.2.3)

Establish & Maintain the Identification & Traceability of Service provision

(sec. 7.5.3)

Control (identify, verify, protect & safeguard) & Preserve customer property

(sec. 7.5.4 & 7.5.5)

Ensure Conformity to & Continual Improvement of QMS and establish processes for monitoring & measuring QMS

(sec. 8.1 & 8.2.3)

Control of Non-Conforming processes (sec. 8.3)

Analysis of Data(sec. 8.4)

Ensure Customer Satisfaction (sec. 8.2.1)

Initiate Corrective and Preventive Action and Continual Improvement(sec. 8.5.1, 8.5.2 & 8.5.3)

Conduct Internal Audit(sec. 8.2.2)






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Appendix (4) - Management Review Meeting CSS-QSOP-APX-MRM-004

MANAGEMENT REVIEW PROCESS

Assess overall QMS Effectiveness

Analyze Results and TrendsPlan & Schedule

Management Review Meeting

Issue Management Review Agenda

Issue Management Review Minutes

Monitor the implementation of Action Items resulting from

the Management Review Meeting

Assess Processes for Effectiveness

Prepare Management Review Inputs

Review Inputs and Develop Outputs

Significant Impact on QMS

Monitor Objectives and Operations

Yes No

per Section 8.2.2 and Section 8.5

per Section 5.6Ove

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ISO

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ISO Management Representative Top Management

Status Reports on Actions from Previous Management Reviews

Identification of any Strategic or Operational Changes that could affect the QMS

Identification of any Policy Issues Requiring Review

Status Reports on Progress towards meeting specific improvement objectives:

Customer Satisfaction; (includes complaints and satisfaction data); COO/Sales Manager

per Section 8.2.1

Supplier Performance; COO/Materials Manager per Section 7.4.1

Overall QMS Effectiveness ; ISO Management Representative per Section 8.2.2 and

Section 8.5

(includes audit results and corrective and preventive actions)

Overall Operational Efficiency; CFO

Competency and Training Effectiveness; HRO per Section 6.2.2

Overall Product Performance; COO/Engineering Manager per Section 7.3

Overall Effectiveness of Production Operations; COO/Production Manager per Section

7.5.1,Section 7.5.5, and Section 6.3

Overall Product Quality; COO/Quality Manager per Section 8.2.4

Presentation of New or Changed Objectives

Recommendations for Improvement and Plans (including resources) Required for

Implementation

Actions to Improve Effectiveness of

the QMS and its Processes

Actions to Improve Products

Actions to Provide Needed

Resources

New or Revised Improvement

Objectives

Hold Management Review Meeting