Doc. No.

: NSSPLQM-01

QUALITY MANUAL

NUETECH SOLAR SYSTEMS PVT. LTD.

P.BOX NO. 9167,
B.M.SHANKARAPPA INDUSTRIAL ESTATE,

PHONE: 23483766, 23481743/46

SUNKADAKATTE, VISHWANEEDAM POST,

FAX : 23281730

BANGALORE-91

EMAIL: info@nuetechsolar.com

Unit 2: No 127, Machohalli Village

Dasanapura Hobli, Bangalore North Taluk
WEB: www.nuetechsolar.com

QUALITY
MANUAL
ISO 9001:2008
REVISION 3.0
APRIL-2012

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QUALITY MANUAL
ISO 9001:2008
Prepared By

Management Representative

Approved By

Managing Director

COPY: Master QM
Scope: Manufacturing of Solar Water heaters and Marketing.
Effective Date of Issue: 01/04/12

Place: Bangalore

Unit 1: M/S NUETECH SOLAR SYSTEMS PVT. LTD.

P.BOX NO. 9167,B.M.SHANKARAPPA INDUSTRIAL ESTATE
PHONE: 23483766, 23481743/46 FAX : 23281730
SUNKADAKATTE, VISHWANEEDAM POST,
BANGALORE-91
info@nuetechsolar.com
www.nuetechsolar.com

Unit 2: No 127, Machohalli Village

Dasanapura Hobli, Bangalore North Taluk

The contents of this Manual and the related documentation are confidential to the company and shall
not be reproduced or copied, either in part or full nor issued to third party without prior approval of the
Management Representative

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AMENDMENT RECORD SHEET

Sl.

Page

No

No.

ALL

Date

01-04-2012

Amendment Details
Quality Manual Rev 2.0 to
3.0

NUETECH SOLAR SYSTEMS PRIVATE LIMITED.Rev. No 3.0 Rev.Date : 01-04-2012

Reasons for

Sign

Amendments
Updated to

of MR

Present
Developments

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TABLE OF CONTENTS
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1

Scope

11

Normative References

11

Terms and Definitions

11

Quality Management System

11

4.1

General Requirements

11

4.2

Documentation Requirements

12

4.2.1

General

12

4.2.2

Quality Manual

12

4.2.3

Control of Documents

12

4.2.4

Control of Records

13

Management Responsibility

14

5.1

Management Commitment

14

5.2

Customer Focus

14

5.3

Quality Policy

14

5.4

Planning

14

5.4.1

Quality Objectives

14

5.4.2

Quality Management System Planning

14

Responsibility, Authority and Communication

15

5.5.1

Responsibility and Authority

15

5.5.2

Management Representative

15

5.5.3

Internal Communication

15

5.5

5.6

Management Review

16

5.6.1

General

16

5.6.2

Review Input

16

5.6.3

Review Output

16

Resource Management

17

6.1

Provision of Resources

17

6.2

Human Resources

17

6.2.1

General

17

6.2.2

Competence, Training and Awareness

17

6.3

Infrastructure

17

6.4

Work Environment

18

Product Realization

18

7.1

18

Planning of Service Realization

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7.2

18

7.2.1

Determination of requirements related to the Service

18

7.2.2

Review of requirements related to the Service

19

7.2.3

Customer Communications

19

7.3

Design and Development

19

7.4

Purchasing

19

7.4.1

Purchasing Process

19

7.4.2

Purchasing Information

20

7.4.3

Verification of Purchased Product

20

7.5

7.6
8

Customer-Related Process

Production and Service Provision

20

7.5.1

Control of Service Provision

20

7.5.2

Validation of Processes for Service Provision

21

7.5.3

Identification and Traceability

21

7.5.4

Customer Property

21

7.5.5

Preservation of Product

21

Control of Monitoring and Measuring Equipment

22

Measurement, Analysis and Improvement

22

8.1

General

22

8.2

Monitoring and Measurement

22

8.2.1

Customer Satisfaction

22

8.2.2

Internal Audit

23

8.2.3

Monitoring and Measurement of Process

23

8.2.4

Monitoring and Measurement of Product

23

8.3

Control of nonconforming product

24

8.4

Analysis of data

24

8.5

Improvement

24

8.5.1

Continual Improvement

24

8.5.2

Corrective action

24

8.5.3

Preventive action

25

INTRODUCTION

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NUTETCH SOLAR SYSTEMS PRIVATE LIMITED is a Company with a successful record in

Manufacturing of Solar Water heaters, its marketing and sales activities.
The company has a belief in excellence and is dedicated to providing outstanding quality in its
range of products and services. The Company is responsive to the needs of customers and to
encourage innovation in new ideas and improved and embracing the latest technology in
manufacturing, marketing and sales facilities with continuous improvement and maximum
efforts will be applied to retain customers.
Business integrity is paramount in company ethos, both in dealing with suppliers, employees
and customers alike. The Company adopts an open management style to foster an
environment of enthusiasm and team sprit within the organization, with a belief that it
enhances the quality of product and service to our customers.
The Quality Manual is a root document of the NUTETEC SOLAR SYSTEMS PRIVATE LTD,
Quality System. It introduces the Quality System and assists in locating procedures and work
instructions pertinent to any work process affecting Quality Management System of overall
company.
It is important that every member of the NUETECH SOLAR SYSTEMS PRIVATE LTD, Staff is
aware of the contents of this Quality System relevant to his work processes. Each individual in
the company must be working to the procedures laid down without deviations.
If a procedure, or part of, is not working to the best advantages of the company or its
customers, it is the duty of the person who makes the discovery to report the same to the
Management Representative, who is the only person authorized to take steps to correct the
situation.
The main Quality Manual is designated as NSSPL-QM-01 and the other Quality Procedures
are numbered sequentially as NSSPL-QSP-01 and so on. The Quality Policy of the Company is
mentioned in the following page.

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QUALITY POLICY

Our aim is to achieve customer satisfaction successfully by the strong commitment of

providing innovative solutions to attract & retain customers by meeting customer expectations
and fulfilling their requirement. Employees and Vendors by offering best value propositions
through our continuous improvements.
Place: Bangalore
Date: 01/04/2012

Managing Director

QUALITY OBJECTIVES

Continuous monitoring of all our operations

Contributing our effort to save environment and energy crisis.

Timely and regular training of our staff to the latest updations of Knowledge.

Adopting newer, - and improved methods in all the processes

Reduce any re-work & Scrape

Improve the turnaround time of deliverables

Customer Satisfaction to the best of Solar Industries Standard.

Continuous Improvement in all the process of the company.

Maintaining the decorum of Professionalism.

MASTER LIST OF ABBREVIATIONS

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Sl. No

Acronym

Description

AVL

Approved Vendor List

CRM

Customer Relation Management

CID

Customer Induced Defect

CMRR

CR

Customer Relation

CC

Customer Care

NSSPL

DDL

Document Distribution List

AMC

Annual Maintenance Contract

11

FPC

Flat Plate Collector

12

ETC

Evacuated Tube Collector

13

IA

Internal Audit

14

IR

Irrepairable

15

ISO

International Organization for Standardization

16

MR

Management Representative

17

MRM

Management Review Meeting

18

NDF

No Defect Found

19

O/W

Out of Warranty

20

OEM

Original Equipment Manufacturer

21

OQC

Outgoing (materials) Quality Control

22

PDCR

Post Delivery Complaint Register.

23

PDI

Pre Delivery Inspection

24

POD

Proof of Delivery

25

QA

Quality Assurance

26

QMS

27

QP

Quality Plan

28

QSP

Quality System Procedure

29

Rev.

Revision

30

WI

Work Instructions

31

TAT

Turn Around Time

32

CAPA

Customer Material Repair & Return

Nuetech Solar Systems Private Limited

Quality Management System

Corrective and Preventive Action

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33

CLPA

Closed loop Preventive Action

34

IQC

Incoming (materials) Quality Control

35

PQC

Process(Manufacturing) Quality Control

36

IOF

Internal Order Form

Scope

Manufacturing, Marketing, Installation & Servicing of Solar Water Heaters for domestic,
commercial & Industrial segments.

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Normative Reference

ISO 9000:2005

Fundamentals and Vocabulary

ISO 9001:2008

Quality Management Systems

ISO 9004: 2009

Guidelines for Improvement

Terms and Definitions

ISO 9000: 2005, the following definitions apply to the Supply Chain
Supplier

Company

(Product / Service)

(NSSPL)

Customer

Customers are

Domestic

Industrial

Institutions

Quality Management System

4.1 General Requirement
NSSPL has established documented, implemented, maintained and would continually
improve the Quality Management system in accordance with the requirements of
ISO 9001: 2008 International standard.
NSSPL has determined the processes needed for Quality Management System.
NSSPL has determined the sequence and interaction of these processes with the criteria and
methods required to ensure the effective operation and control of these processes.
NSSPL has ensured the availability of resources and information necessary for the
processes, measures, monitors & analyze these processes and implement action necessary
to achieve planned results for continual improvements.
4.2 Documentation Requirements
4.2.1

General

The Quality System is organized into the following elements.

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1. QUALITY POLICY Quality Statement on behalf of the company, signed by

the Managing Director prefaces the Quality Manual. This outlines the objectives
of the Quality System and the companys commitment to Quality.
2. The QMS Manual by the company is documented in the following levels of
Documentation.
Level 1

: QMS Manual - This addresses the requirements stated in the

ISO 9001:2008 Standard as applicable to the process / services delivered to

Customer.
Level 2

: Process Manuals & Quality System Procedures as required by

the company and standard.

Level 3

: Documents like Process related procedures and work

Instructions. Forms and registers as required by ISO 9001:2008 and suitable for
effective planning, operation and control of its processes.
Level 4
4.2.2

: Records required by the standard and the process.

Quality Manual

The main Quality Manual is the root document for all the Process Manuals & Quality
System Procedures. This document references all procedures that are incorporated
within the Quality System.
Reference:
Master List of Records

4.2.3

Master List of Documents-NSSPL-MLD-01

Control of Documents

A System has been established for the easy identification of the documents and to
ensure the availability of relevant documents at use.
The Quality Manual is identified with QM and the revision and page numbering is done
at the Footer of each page.
The process for controlling the documents and amendment within the organization is
explained in the Procedure for Control of Document.
Any Amendment done to the Quality Manual will be mentioned in the Amendment
Record Sheet and amendments done to all other documents would be recorded as
revision history in the respective documents. Current Revision status of all Documents

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starts from 1.0 and subsequent changes will be 2.0, 3.0 so on. After 50 such changes in
the QM, the issue status changes to B, C and so on. All documents are ensured that they
are legible and easily identifiable.
NSSPL has ensured that external documents necessary for the planning and operation of
the quality management system are identified and their distribution controlled.
Reference:
Master List of Documents-NSSPL-MLD-01
Procedure for Control of Documents-NSSPL-COD-01

4.2.4

Control of Records

NSSPL has established the records to provide evidence of conformance and of effective
operation of the Quality management system and the same are controlled.
Records are maintained in the form of either hard / softcopy and backup of all softcopy
records are taken at fixed intervals.
Procedure has been established for the identification, storage, protection, retrieval time,
retention time and disposition of quality records. All Records possess unique
identification number with current revision status starting from 1.0 and subsequent
changes in the format will lead to changes in the number to 2.0, 3.0 so on.
Reference:
Master List of Records
Master List of Forms
Procedure for Control of Documents

-NSSPL-COD-01

Management Responsibility
5.1 Management Commitment
The Quality Management System has been implemented and its effectiveness is controlled
by continual improvement and by communicating to the organization for the importance of
meeting customer as well as regulatory and legal requirements.
Establishing the quality policy, establishing quality objectives, Conducting management
review meeting and Ensuring availability of necessary resources.

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5.2 Customer Focus

NSSPL ensures that customer needs and expectations are determined through Interactions
and Feedbacks. And the requirements fulfilled with the aim of achieving customer
satisfaction.
List and types of Customers are mentioned in the clause 3.0.
5.3 Quality Policy
Quality Policy has been established and communicated to all persons and reviewed for
continuing suitability. This Quality Policy is prefaced in the Quality Manual.
5.4 Planning
5.4.1

Quality Objective

The Quality Objectives has been established to support our organizations efforts in
achieving our quality policy and reviewed for suitability. These are tangible and
consistent with Quality Policy. This Quality Objectives are prefaced in the Quality
Manual.
5.4.2

Quality Management System Planning

NSSPL has ensured that the planning of the Quality Management system is carried out
to meet all requirements as well as Quality objectives and integrity of the quality
management system is maintained when changes to the quality management system are
planned and implemented.
5.5 Responsibility, Authority and Communication
5.5.1

Responsibility and Authority

Organization chart has documented in a separate document & attached in annexure.

Responsibilities and authorities of individuals of the organization are defined in the
Responsibility and Authority document.

Reference:
Organization Chart-NSSPL-ORG-01
Responsibility and Authority-NSSPL-RES-01

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5.5.2

Management Representative

Mr. Saravanan.S of the company has been appointed as the Management

Representative who irrespective of other responsibilities and authorities will
1. Ensure that processes needed for the QMS are established and maintained.
2. Ensuring the promotion of awareness of customer requirements throughout the
organization.
3. Liaison with external bodies regarding QMS.
4. Reporting to the top management on the performance of the QMS and any need
for improvement.
5.5.3

Internal Communication

The MR has ensured that communication between its various levels and functions
regarding the process of the Quality Management System are effectively carried out
and effectiveness is checked through management review meetings.
Internal Communication is as per table mentioned here below.
Sl.
No.
1
2
3

Topic
Quality Policy &
Quality Objectives
Department Quality
Objectives
General Information

Communicated
to

Communication Method

All Levels

Display in the Front Office &

Each Department

Respective
Departments

E-Mail to respective department

All Levels

Notice Board / Circular / Email

id / Weekly Meetings / E-chat

5.6 Management Review

5.6.1

General

NSSPL top management will conduct Management Review once in Six months. This is
conducted to ensure the continuing suitability, adequacy and effectiveness of QMS.
Opportunities are also identified during these meeting for improvement and need for
any changes in the QMS.
5.6.2

Review Input

Review Inputs will include current performance and improvements opportunities

related to
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Results of audits

Customer feedback

Process performance and product conformance

Status of preventive and corrective action

Change that could affect the quality management system

Follow up action from previous management review

Recommendations for improvement

Reference:
Agenda is prepared by MR and circulated to all the Directors.

5.6.3

Review Output

Review Output will include actions related to

Improvements of the quality management system and its process

Improvement of product related to customer requirements

Resource needs

Review outputs are recorded in the minutes of management review meetings and copies
circulated to all Directors.
Reference:
Minutes of the Management Review Meeting

Resource Management
6.1 Provision of Resources
The resources needed has been determined and provided in timely manner to implement
and improve the process of the quality management system by addressing customer
satisfaction.
6.2 Human Resources
6.2.1

General

NSSPL has ensured that personnel who are assigned responsibility defined in the QMS
will be competent on the basis of applicable education, training, skills and experience.
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6.2.2

Competence, Training and Awareness

NSSPL identifies the competency needs for personnel performing activities affecting
service requirements by means of Training Calendar and Skill Matrix.
Provide training to satisfy these needs and evaluate the effectiveness of training
provided.
Maintain appropriate records of education, experience, training and qualification.
NSSPL also ensures that personnel are aware of their job description and their
contribution to the achievement of Quality Objectives.
Reference:
HR Process Manual- DOC NO.NSSPL-HRM-01

6.3 Infrastructure
NSSPL Facilities are maintained and clean. There is adequate workspace, for
Manufacturing and Servicing, and equipment to perform all processes within the quality
system.
NSSPL manages its data backup with the server-1 No at the Bangalore HO. And with
External Hard Disk for Important Data Management System.

6.4 Work Environment

NSSPL has provided work environment as per statutory requirements and product
requirements. In addition to physical factors, other factors like, lighting, , noise and human
element is crucial as regards to the company is concerned and hence a good layout is
maintained which enable safety; Exhaust Fan, First Aid Box, Fire Extinguisher etc is
provided. The office is also well illuminated and is equipped with Computers and Phones,
to achieve conformity to product requirements.
7

Product Realization
7.1 Planning of Product Realization
NSSPL has determined the processes for realization of product planning to identify the
Quality Objectives.

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Processes, Resources & Facilities specific to the service has established,

documented and provided.

Verification & Validation activities and criteria for the acceptability have identified.

Records that are necessary to provide confidence of conformity of the process of

resulting Service delivery has identified.

Reference: Quality Manual for Manufacturing Solar Water Heaters-NSSPL-PRO-01

7.2 Customer-related Process

7.2.1

Determination of requirements related to the Service

NSSPL has implemented systems to determine that the customer requirements

including

Service requirements specified by the customer, including the requirements for

availability, delivery and support.

Service requirements not specified by the customer but necessary for intended
or specifics.

Obligations related to service, including statutory and regulatory, legal

requirements and any other requirements.

7.2.2

Review of requirements related to the Service

Review of the requirements of the Customer related to the service will be approved by
the Concerned Managers.
After the Review this will be communicated to the Production in the form of mail. In
case of change in service requirements, NSSPL ensures that relevant documents are
amended and relevant personnel informed.

7.2.3

Customer Communication

NSSPL has implemented effective arrangements for communicating with the customer
through different Medias such as Telephone, E-chat and Email; Auto mailer, Courier /
Postal Service with regards to Service Information, , Customer Feedback and
Complaint.

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7.3 Design and Development

The Solar Water Heaters are fabricated using the design as given by the ISI standards
with required modifications to cater to different sizes. Hence the Clause 7.3 and all
the sub clauses as per ISO 9001:2008 are not being applied for the manufacturing and
treated as excluded. Design activity is restricted to the customization and dimension
of Solar Collectors and Tanks.
7.4 Purchasing
7.4.1

Purchasing Process

The purchases will happen for Raw materials, Semi Finished goods, Services and
consumables. All these 4 types of products will be purchased through Indents. Based on
this Indent purchase person will choose the customer through Approved Vendor List
and cost will be given to Director for Finance approval. Later approval from Director
on the basis of Purchase Order raised by purchase department the same will be
purchased and provided to the Indented Person by stores after inwarding the same on
the request by production department/other departments through issue slip. All this
transactions will be monitored and recorded in the software MFG.
Reference:
Process Manual for Purchasing & Stores-NSSPL-PUR-01

7.4.2

Purchasing Information

Purchasing information is communicated to the vendor through Purchase Order,

wherein the requirements for the materials are clearly defined.
7.4.3

Verification of Purchased Product

The QA inspects all incoming materials and those items, which cannot be inspected or
tested at NSSPL, valid Test Reports / Inspection Certificates, will be obtained.
All incoming items are inspected and records duly maintained by the QC department
7.5 Production and Service Provision
7.5.1

Control of Service Provision

NSSPL will provide information related to production in the form of internal order form
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(IOF), Production Packages, Work Instruction required for carrying out Assembly,
Inspection, Testing, Packing and Dispatch.
Respective Personnel exercise the controls for all these processes.
.

7.5.2

Validation of Processes for Service Provision

Brazing, Arc Welding,Tig/Mig welding are identified as special processes and the
validating of these process are detailed out in Work Instructions.
7.5.3

Identification and Traceability

All items in the store are: a) Area is Identified for proper storing of materials and
products b) Raw materials, semi-finished products and finished products are identified
with

part

numbers

c)

Inspection

and

test

status

(accepted/rejected/rework/nonconforming products is evidenced d) Identification is

done by marking/label/sticker/tag e) Unique Serial Number is given to the tanks and
collectors for future tracing with manufacturing date.
7.5.4

Customer Property

Customer properties are identified with a unique identification number. All care is
ensured that the product is protected, safeguarded and verified for the actual service to
be done and for any physical damages found even before the service process has
started.
If there are any damages / loss in any part during servicing the same will be informed to
the Customer and records maintained.
7.5.5

Preservation of Product

NSSPL has stored all items in Bins and pre designated areas. This helps in easy retrieval
of the items and also for Stock Management. Finished items will be stored in pre
designated area. items with shelf life are carefully monitored and the principle of First
In First Out has been implemented.

7.6 Control of Monitoring and Measuring Equipment

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NSSPL uses measuring and monitoring equipment for inspecting and monitoring Product
and Processes. QA will have this equipment calibrated frequently by an external agency
and certificates of this equipment would be maintained. Calibration Certificates traceable to
National Standards will be reviewed at frequent intervals or prior to use. The equipment
will also be identified with the status of Calibration. All care has been taken to ensure that
this equipment is protected from damage and adjustments. NSSPL will assess and record
the validity of the previous measuring results and take appropriate action on the equipment
and any product affected, when the equipment is found not to conform to requirements.
Some of the equipment will be calibrated in-house against Master Equipment calibrated
by External Source and traceable to National Standards.
Reference:
Master List of Instruments
Procedure for Calibration -NSSPL-CAL-01

Measurement, Analysis and Improvement

8.1 General
NSSPL has planned and implemented the monitoring, measurement analysis and
improvement process needed to

Demonstrate conformity of the product.

Ensure conformity of the QMS.

Continually improve the effectiveness of the QMS.

NSSPL has determined and implemented statistical techniques for Data Analysis.
8.2 Monitoring and Measurement
8.2.1

Customer Satisfaction

NSSPL will obtain information about the customers perception as to whether the
company has met the requirements after delivery. Information derived from this will be
reviewed and discussed in the MRM. Customer Complaints requiring immediate
attention is resolved by the Service Manager. Analysis on repeated orders, lost business,
customer complaints or ratings, compliments, warranty claims and dealer reports are
analyzed if there are no customer feedbacks.
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Reference:
Customer Feedback Form

8.2.2

Internal Audit

NSSPL has established methods for conducting internal quality audits at once in 6
months to determine whether the quality management system conforms to the planned
arrangements to the requirements of the ISO 9001: 2008 standard and to the quality
management systems established by the organization and is effectively implemented
and maintained.
Reference:
Procedure for Internal Audit-NSSPL-IAU-01

IQA Summary

List of Trained Auditors

8.2.3

Monitoring and Measurement of Processes

NSSPL has established suitable methods for monitoring and measurement of the QMS
process by the activities of internal audit and management review. Service is measured
by Turn around Time (TAT) and appropriate corrections / corrective actions are taken
when the service provided is beyond TAT.
8.2.4

Monitoring and Measurement of Product

All Products before dispatch will be subjected to make random testing by the OBA as
per the OBA random test procedure and will also be verified and validated before
dispatch. Test reports are maintained for products dispatched, with the approval of
authorized person.
Reference:
Work Instruction for OBA

Control of Non-conforming Product

NSSPL has taken care to ensure that Nonconformance in the Service or Systems is reduced
or eliminated.
Care is also exercised so that these Non Conforming products do not get mixed up with the
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conforming products. Disposition of Nonconforming Products will be done by the MR with

the support of concerned department managers.
Reference:
Procedure for Control of Non-Conformance-NSSPL-PNC-01
Corrective Action Process-NSSPL-CRA-01
8.3 Analysis of Data
NSSPL will collect data, analyze and display appropriately in order to meet the Quality
Objectives and demonstrate the suitability and effectiveness of Quality Management
System.
Data Analysis is directed towards

Enhancing Customer Satisfaction.

Process improvements

Rework and Scrape reduction

All this data would be in the form of visual display like Bar chart, Graph or Pie chart.
8.4 Improvement
8.4.1

Continual Improvement

The company will continually improve the effectiveness of the QMS through the
declared documents of Quality policy and Quality objectives, Audit Results, Data
Analysis, Corrective and Preventive Action and Management Review.
8.4.2

Corrective Action

The company has established methods to take action to eliminate the causes of Non Conformities in order to prevent recurrence. The corrective actions will be appropriate
to the effects of the Non-Conformities encountered. Effectiveness of the corrective action
initiated is reviewed.
Reference:
Procedure for CAPA-NSSPL-CRA-01&NSSPL-PRA-01

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8.4.3

Preventive Action

The company has established methods to determine actions to eliminate the causes of
potential non-conformities in order to prevent their recurrence. Preventive actions will
be appropriate to the effects of the potential problems. Effectiveness of the preventive
action initiated is reviewed.
Reference:
Procedure for CAPA-NSSPL-CRA-01&NSSPL-PRA-01

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