Audit

Report

Re-Certification audit for

Pentair Thermal Management India Private Limited
B-102, Ground Floor, Gautam Buddh Nagar,, Sector - 63, Noida, UP,
201301, India
Certificate No.: QEC27009
Audit Date: 24/1/2018 - 25/1/2018
Work Item I.D.: WI-820614
Issue Date: 28/01/2018

COMMERCIAL- IN – CONFIDENCE The contents of this report must not be disclosed to a third party without the agreement of the SAI Global Client

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BACKGROUND INFORMATION
SAI Global conducted an audit of Pentair Thermal Management India Private Limited on 24/1/2018 - 25/1/2018.
The purpose of this audit report is to summarise the degree of compliance with relevant criteria, as defined on
this page, based on the evidence obtained during the audit of your organisation. This audit report considers
your organisation’s policies, objectives, and continual improvement processes. Comments may include how
suitable the objectives selected by your organisation appear to be in regard to maintaining customer satisfaction
levels and providing other benefits with respect to policy and other external and internal needs. We may also
comment regarding the measurable progress you have made in reaching these targets for improvement.
SAI Global audits are carried out within the requirements of SAI Global procedures that also reflect the
requirements and guidance provided in the international standards relating to audit practice such as ISO/IEC
17021, ISO 19011 and other normative criteria. Auditing is based on a sampling process of the available
information. SAI Global Auditors are assigned to audits according to industry, standard or technical
competencies appropriate to the organisation being audited. Details of such experience and competency are
maintained in our records.
In addition to the information contained in this audit report, SAI Global maintains files for each client. These files
contain details of organisation size and personnel as well as evidence collected during preliminary and
subsequent audit activities (Documentation Review and Scope) relevant to the application for initial and
continuing certification of your organisation.
Please take care to advise us of any change that may affect the application/certification or may assist us to
keep your contact information up to date, as required by SAI Global Terms and Conditions.
This report has been prepared by SAI Global Pty Limited (SAI Global) in respect of a Client's application for
assessment by SAI Global. The purpose of the report is to comment upon evidence of the Client's compliance
with the standards or other criteria specified. The content of this report applies only to matters, which were
evident to SAI Global at the time of the audit within the audit scope. SAI Global does not warrant or otherwise
comment upon the suitability of the contents of the report or the certificate for any particular purpose or use.
SAI Global accepts no liability whatsoever for consequences to, or actions taken by, third parties as a result of
or in reliance upon information contained in this report or certificate.
Please note that this report is subject to independent review and approval. Should changes to the outcomes of
this report be necessary as a result of the review, a revised report will be issued and will supersede this report.

Standard(s): 9001:2008 | Certification 9001:2015 | Certification

Code(s): 43, 35.3

The design engineering, procurement and construction of projects for

electrical heat tracing systems thermal insulation electrical distribution
wiring temperature measurements and leak detection systems.
Scope of Certification:
Noida Site .Procurement and construction of projects for electrical heat
tracing systems, thermal insulation, electrical distribution wiring
temperature measurements and leak detection system.

Number of Staff: 35

Shifts: Single

Total audit duration: 20 hrs

Audit Team Members(s): Vinod Khanna - Auditor, Arun Kumar Sinha - Lead Auditor

Audit Team Leader Arun Kumar Sinha

Other Participants: Other Participants

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Definitions and action required with respect to audit findings
Major non-conformance:
Based on objective evidence, the absence of, or a significant failure to implement and/or maintain conformance
to requirements of the applicable standard. Such issues may raise significant doubt as to the capability of the
management system to achieve its intended outputs (i.e. the absence of or failure to implement a complete
Management System clause of the standard); or a situation which would on the basis of available objective
evidence, raise significant doubt as to the capability of the Management System to achieve the stated policy
and objectives of the customer.
NOTE: The “applicable Standard” is the Standard which SAI Global are issuing certification against, and may
be a Product Standard, a management system Standard, a food safety Standard or another set of documented
criteria.
Action required: This category of findings requires SAI Global to issue a formal NCR; to receive and approve
client’s proposed correction and corrective action plans; and formally verify the effective implementation of
planned activities. Correction and corrective action plan should be submitted to SAI Global prior to
commencement of follow-up activities as required. Follow-up action by SAI Global must ‘close out’ the NCR or
reduce it to a lesser category within 90 days or as specified in NCR form.
If significant risk issues (e.g. safety, environmental, food safety, product legality/quality, etc.) are detected during
an audit these shall be reported immediately to the Client and more immediate or instant correction shall be
requested. If this is not agreed and cannot be resolved to the satisfaction of SAI Global, immediate suspension
shall be recommended.
In the case of an already certified client, failure to close out NCR within the time limits means that suspension
proceedings may be instituted by SAI Global.
Follow-up activities incur additional charges.
Minor non-conformance:
Represents either a management system weakness or minor issue that could lead to a major non-conformance
if not addressed. Each minor NC should be considered for potential improvement and to further investigate any
system weaknesses for possible inclusion in the corrective action program.
Action required: This category of findings requires SAI Global to issue a formal NCR; to receive and approve
client’s proposed correction and corrective action plans; and formally verify the effective implementation of
planned activities at the next scheduled audit or within specified time frames.
Opportunity for Improvement:
A documented statement, which may identify areas for improvement however shall not make specific
recommendation(s).
Action required: Client may develop and implement solutions in order to add value to operations and
management systems. SAI Global is not required to follow-up on this category of audit finding.

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Executive Overview

The purpose of this audit was to determine continuing compliance of your organisation’s
management system with the audit criteria; and its effectiveness in achieving continual
improvement and system objectives.
The audit revealed that Pentair Thermal Management India Private Limited is the Indian
subsidiary of the parent company in USA. Its main expertise lies in providing thermal solutions
to pipes carrying liquids and gases as well as storage tanks. One of the key areas where its
products find wide application is in oil pipelines both intra-plant as well as those from oil wells
or storage tanks to the processing units.
India office takes care of India and the Middle East. The company also provides design
support to its peer units in Europe, US and Japan. The principals provide bulk of the product
support particularly for heat tracing. Company also sources some products locally.
Nature of contracts broadly cover three categories i.e. engineering that is the design part,
project management and construction and finally product supply.
Both Mumbai and Noida facilities undertake the entire range of activities but broadly Mumbai
is primarily focussed on design whereas Noida is on projects. This however is not a watertight
distribution of work. Mumbai office also houses many management factions like HR .
Company’s design functions are software driven where the applying personnel have to feed
the input data and the design output parameters are worked out. Design software has got
validated over the years by its consistent performance. Design verification primarily involves
peer review for making checking the accuracy of calculations and feeding of the correct and
appropriate data.
Company’s operational systems are aligned with those of its principals in USA and are sound.
All the personnel displayed good knowledge of their subjects and there was ample evidence
of the implementation of the documented system
Some opportunities for improvement were also identified during the audit. These are
covered in the main body of the report. Definition of these terms is given in the general
information section of this report.
The audit team wishes to place on record his profound thanks to the client personnel for
their cooperation during the audit. The team also wishes to thank other remember of the
client organization for their powerful support during the audit

This audit was a stand-alone audit of the system(s) listed in the “Background Information”
section of this report as part of a multi -site certification.

The audit has determined that your management system has the ability to ensure the
organisation meets its identified applicable statutory, regulatory and contractual
requirements relevant to the scope of certification.
The audit has determined that your management system is effective in ensuring that the
organisation can reasonably expect to achieve its defined objectives.
The objectives of this audit have been fulfilled.

Recommendation
The recommendation from this audit is that your certification proceeds.
Audit recommendations are always subject to ratification by the SAI Global certification authority.

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This report was prepared by: Arun Kumar Sinha

Management Systems Auditor

Meeting Attendance Register

Name Position Entry 24/1/18 Exit25/1/18

NK Lall Head Project Management P P

Sanjay Bhatt Head Project Control P P

Mahendra Chandra Construction Manager P P

Shruti Adlakha Procurement Manager P P

Umair Chesti Procurement Manager P P

Rohini Rai HR Generalist P P

Narendra Parashar IT Coordinator P P

Akhilesh Dubey Construction Engineer P P

Chandranshu Sharma HSE & Quality Manager P P

Kapil Sharma Proposal Manager P P

VK Khanna Auditor P -

Arun Kumar Sinha Lead Auditor P P

Sachin Pandita Regional Sales Manager P P

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Changes to the audit plan and the reasons for the change. Audit plan remains unchanged

Significant issues impacting on the Audit Programme. No significant issue impacting the Audit
programme.

Appropriateness of the certification scope. Site specific scope has been captured .

Scope remains unchanged. The organisation has defined and documented scope of their
quality management system. All activities, products and services within the scope are
included in the QMS. This was verified during the audit and there is sufficient evidence to
prove that that the scope is appropriate.
Noida facilities undertake the entire range of activities but broadly Mumbai is primarily
focussed on design whereas Noida is on projects.

Introduction and site description

Pentair Thermal Management India Private Limited is the Indian subsidiary of the parent
company in USA. Its main expertise lies in providing thermal solutions to pipes carrying liquids
and gases as well as storage tanks. One of the key areas where its products find wide
application is in oil pipelines both intra-plant as well as those from oil wells or storage tanks
to the processing units.
India office takes care of India and the Middle East. The company also provides design
support to its peer units in Europe, US and Japan. The principals provide bulk of the
product support particularly for heat tracing. Company also sources some products locally.
Nature of contracts broadly cover three categories i.e. engineering that is the design part,
project management and construction and finally product supply.
Both Mumbai and Noida facilities undertake the entire range of activities but broadly
Mumbai is primarily focussed on design whereas Noida is on projects. This however is not
a watertight distribution of work. Mumbai office also houses many management factions like
MR whereas the HR functions are generally performed from Mumbai.
Company’s design functions are software driven where the applying personnel have to feed
the input data and the design output parameters are worked out. Design software has got
validated over the years by its consistent performance. Design verification primarily involves
peer review for making checking the accuracy of calculations and feeding of the correct and
appropriate data.
Company’s operational systems are aligned with those of its principals in USA and are
sound. All the personnel displayed good knowledge of their subjects and there was ample
evidence of the implementation of the documented system

Review of any changes. QMS has been upgraded as per the requirement of the ISO 9001:2015 Version.

Action taken on previous audit findings. Previous Audit findings have been addressed are adequately
closed .

Use of the certification documents and marks verified not being used at present on any document.

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Context of the organisation and quality management system

The organization has determined the organizational context and need and expectation of
the interested parties are being frequently monitored and reviewed during quality
management review meetings conducting bi annually in order to consistently provide
product and services which meet the customer and applicable statutory and regulatory
requirement Customer Employees , external Providers , Statutory and regulatory bodies .
Monitoring and review mechanism has been defined

Scope remains unchanged. The organisation has defined and documented scope of their
quality management system. All activities, products and services within the scope are
included in the QMS. This was verified during the audit and there is sufficient evidence to
prove that that the scope is appropriate.
Noida facilities undertake the entire range of activities but broadly Mumbai is primarily
focussed on design whereas Noida is on projects.
Leadership and commitment

Customer focusCustomer focus. Senior management ensures that the customer

requirements are understood and met, in compliance with documented customer
communication procedures. Customer requirements are determined and communicated to
the appropriate people in the organization. Customer satisfaction survey form and
satisfaction analysis.

Policy. Top management has established, reviewed and maintained a quality policy that is
appropriate to the context of the organisation and provides framework for setting objectives.
Policy includes commitment for continual improvement of the QMS. The policy is available
as documented information Quality policy has been formulated signed by the director .

Organisational roles, responsibilities and authorities. Senior management has ensured that
the Organizational roles and responsibilities of the staff are defined and communicated.

Planning

Risks and opportunities. The organization Risk Assessment process is driven through the
organization quality management review committee. Risk identification to monitoring of the
effectiveness of the actions taken to the identified risks are being continuously followed up
by the committee. Risk assessment is done for every project that is won and executed.
Business/Quality objectives.
Process-wise quality objectives based on performance indicators are being monitored
against monthly targets. Corresponding targets for the year
Proposal – conversion of proposal into orders –Target - 30 %. First Half – 57%, Second
Half – 17 %. Annual – 37%.
On time delivery of proposal – 95 % - 95 .9 %.
Project management. Gross margin improvement Target 2 % each month – 6.6 % Each
Month 2ND Review dec 2017.
Resource utilization Target 70% achieved 61% inter GBU.
Engg – Budget schedule variation. Target less than 5 % or 15 day – 7 days.
Procurement effective utilization of manpower – 60 % on projects- 64 %

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HR IT enabled Human resource – launch training enabled portal has been launched, look
and feel of HR
Competence and awareness . Training on ISO 9001:2015. Training Plan is rolled out by
Mumbai Sarika Gore HR Manager. HR Pulse
Training calendar for the Quarter Oct to Dec 2017 was seen. Training conducted on
Products . . Nomination was seen Anil Lotika, Vinod Yadav.
Training plan has not been released for this quarter yet

Documented information.

The organisation has maintained documented information to effectively maintain the QMS.
Main processes have been identified. Each process gives process owner, inputs, activities
to be performed, controls and records required. Inter-action between processes has been
defined. Adequate documents have been generated to maintain the QMS effectively. A
number of SOP’s have been made for each process.
Communication. Internal communication normally take place by regular meeting, emails,
sharepoint, memos, notice board and intercom also use to communicate significant
decisions or information concerning the QMS or other business.
Operation and service delivery

Operational planning and control. The same was verified during audit of sales, Proposal, Projects
and construction, project controls processes are in place.
Requirements for products and services.

The organization has established, implemented and maintained a process to determine the
requirements for the products and services to be supplied to prospective customers.

Control of externally provided processes, products and services. System is in place to control
externally provided services whenever there is any need. Maintenance Services: AMC’s for
Fire equipment, IT services AMC, has been based on the service agreements
Outsourced services: Outsourced routine services SOS Payroll

Design and development of products and services

Its primarily handled by the Design team who sit in Mumbai office.
Processes

Sales Interacted with Mr Sachin Pandita, Regular Visits are made to major customer
customers like EIL, Bechtel consultants , Track the leads .RFQ Queries , Pre bid
engineering .technical and commercial , L1 Criteria ,hit rate is monitored , Key Accounts ,
Customer feedbacks – 95 %. Customer complaints are also handled by the Sales team and
Project QSP -05 -08 IOCL Refinery , Vadodra,
Quality Objectives for the Sales department. MPO RMC , Major project offering risk
Assessment . Global Format is used . Company also participates in reverse bidding and
has won some projects .

Project Management.

Mr Akhlesh Dube and Mr MP Chandra are project team leaders. Project plan is made on MS
Projects. Material is procured as per the BOM. Material requirement is projected to Purchase
who then provision it as per the plan. Personnel requirement is worked out and apportioned

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by the project management team. Some work may be outsourced also. In that case the sub-
contractors are selected by the PM team but contracting is by the Purchase.
Saw the case of a project job No 160032 for Tata Hydel Project in UAE (Sharjah) involving
storage tanks seven in number. Job assigned in Nov 2015. Construction activity started in
August 2016. Required to be completed in Oct 2016 but actually completed in Nov 2017.
Delay was that the tanks were not ready. The project team members were demobilized and
work re-commenced in Aug 2017.
Quality check is done by the project team during the actual construction. It is also checked
by the customer
Saw F-QSP-02-01 for customer order review is received giving project details. This is
followed by plan by the project team for communication matrix on document No F-QSP-02-
03 a copy of which is given to the customer. A risk analysis on F-QSP-02-02 was seen. Risk
assessment is approved by the project manager. Another document is revenue backlog sheet
that tracks the revenue generated on all the projects. It is done on the monthly basis based
on the cost incurred due to any reason.
Saw the project plan with start date and finish date of activities. Amongst others saw the
installation of pre-insulated panel. Start date was 22.10.2016 and finish date was 5.11.2016.
Actually job was completed on 3 Nov 2016.
Saw the case of installation of roof panel. Planned was 26.10.2016-26.11.2016. Actual
completion date was 3.10.2017. Delay was to non-completion of the roof by the customer.
Completion date is determined after receipt of the customer report. There was no case of
delay due to Pentair.
There is a monthly project review where all aspects of the project execution are taken.
Saw the following documents as part of construction management:
Construction plan template. It is briefing the construction crew on the items to be taken as
also checklist. Document No F-QSP-05-01

Resource planning on F-QSO-05-02. It takes care of both human and material resources.

Kickoff meeting with the customer to start the project

F-QSO-05-04 for site possession format. It is a kind of check

Customer complaint. Saw incident report. Saw complaint from Phoenix Trading Co LLC dated
25 Aug 2017. Complaint was there is no reading display in TTDM-128. Cause was
manufacturing defect of the item ex-USA. Item replaced and case closed

Customer feedback from Tata Projects. All parameters are good and excellent, document No
F-QSP-05-08.

Proposal .
This process makes technical appraisal of the customer requirements and provides technical
inputs to the sales and marketing for the commercial proposal. The process is defined in
QSP-01.The main procedure is to identify potential business through sales leads and then
preparing, reviewing and submitting of bids to achieve sales as per business plan.
There are broadly following types of proposals depending upon customer requirements:
• P= Product supply
• EP= Engineering + product supply

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 • EPC+ engineering + Product supply + Construction
• EPCm = Engineering + Product supply + Supervision (construction
management)
• AMC= Annual maintenance contracts
Then customer order is reviewed it is handed over to Project Manager for execution. For
making the proposal and the effort involved, a preliminary design is undertaken. This design
is software based using TRACECALC that gives various outputs including the bill of materials
(BOM) optimized . In house and bought outs budgetary
Cost breakdown sheet is prepared and margins sales are discussed with sales proposal will
be submitted to the sales and sales submit to the Customers .Technical queries are also
handled by the proposal team if any .
Proposal level risk assessment, RFQ Request for quotation
Win rate – 30 % Actual achievement 37 %.
On time 95% proposal submission 95.3%

Customer raises the PO sales – project control.

To ensure that the customer feeds the requisite information needed by Pentair, a format has
been defined that gives the customer requirements including any project details wherever
applicable.
Every proposal is given a unique ID by system software. Saw the case of a proposal with
reference No IN-000960976 for a project VNBOT for HPCL Vishakhapatnam for EPC . RFQ
Was received from the Sales team and work started on this proposal 25/8/2017 , 7 Sept offer
was submitted technical and commercial. Technical bid was submitted four other bidders
were submitted 4.13 cr. Online bidding reverse bidding was done.
Interaction was with Mr Kapil Sharma Project control Interacted with Sanjay Bhat. Comes
into play when project is on table Project controls India region , Financial aspects are
controlled. Quality objectives have been established
People soft Quality objective Project revenue 9.1 million USD Invoices are raised on time.
Payment milestone. Customer service , Rating 5 – Met expectations.
Risk identified , DOA Compliance , Approval , Customer legal review of contracts terms and
conditions, Project margin.
Procurement
Umair Chesti and Shruti Dewan team leaders. It makes purchase as per the PR (purchase
requisition) from Projects. Most of the clients have approved vendors and purchases are
made from them. In some cases if the customer approved vendors are not available purchase
is from Pentair approved vendors with the approval of Projects.
There are well-established lead times for various items. These lead times are known to
Projects who make requisition as per their requirements. Same goes for the service
outsourcing.
If any product rejection takes place, the vendor is asked to replace the item.
Saw PR from Projects on document No F-QSP-04-02 R00 in respect of L&T (HMEL) Bhatinda
project on Trac Loc. Since this a Pentair indigenous technology there is no approved vendor
list. Saw PO No 4502205884 dated 22.5.2017 on ROXUL Rockwool Insulation P Ltd. It is

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already approved by EIL and many international companies like Petronas Malaysia.
Inspection requirement was mentioned.
Saw the of quality objectives for the Purchase department. For the above project against
requirement of saving of 3% the achievement was 6%. There were a number of many other
such objectives.
Post-delivery evaluation is done by quality and delivery performance. Any vendor found
wanting may be delisted. No such case has come up.
Quality control, incoming inspection report 102938 -301. F/QA/10 Issue no 2 , Electrical
heat tracing panel F /QA/10 Issue NO 2. Verified by Udai Upreti , High voltage test ,
Meggar test , 12 Functional testing 10 Megger test
Calibration report , 10 IMTES are being used ,DIGITAL Multi meter Serial Number , 14TH
NOV and 13 nov 18, HV tester , Clampmeter Serial no No 20221002 calibrated on 14 th
Nov 2017 , earlier calibrated on 17/7/2016 valid till 18/7/2017 continuity to be maintained
in calibration and reason for break in continuity could be captured.
Insulation tester sr no 11011985 calibration valid till 17/7/2017. Calibration procedure
Master list QSP 09 -02 R3.

IT. Objectives. Critical service request to be closed within 1 hour TAT /24 hours
Installation of software – TAT 5 days . Analysis of data could be done ascertain the present
achievement.
Server is located at the site Backups are taken on daily and weekly basis. Risk
Assessment is done , Anti viris Macfee is being used at the site.
Waste Management- Authorized E waste collector TES AMM collects the E waste like
laptops , keyboards and provides a certificate for the same valid till 3/2/2018 . Hard disk
are removed from the system before the disposal and these hard disks are maintained at
the facility.

Performance evaluation
Customer satisfaction is assessed by taking regular feedbacks from the customers at present
95 %.Customer satisfaction level. Feedback received from Tata Projects was seen,all
parameters are good and excellent, document No F-QSP-05-08.

Internal audits Internal Audit is done as per procedure QSP -07 R03, 2016 Internal Plan
F QSP -07 -04 R2 , frequency is twice in a year , Internal Audit plan April 2018 , Dec 2018
,
List of trained internal auditors are 5 as per ISO 9001:2008 to be upgraded to the new
standard ISO 9001:2015, QASPR 07-
ISO 9001:2015 Dec 2017 ,Processes/ Functions audited include top Management
Marketing, sales proposal, Engg , project management , construction , procurement, HR/
Training , IT and infrastructure and Admin , Quality EHS.
QSP -04 Procurement R3 , EHT Panel Supplier , Design team , Technical Approval by
design team ,ITP provided by the supplier IOCL Vadodra , Project manager .
Verification of purchased product - not clear observation raised during Internal Audit.
Proposal -3 observations – open , process flowchart, CBD Sheet Document Control,
Project management – observation , document control folder not prepared.

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TPL , document lying with site engineer ,
Procurement 3, Verification of purchased product, Procurement form PR form received from
the project.
PO 4502198152 dated 20/3/2017 placed on Vidyut control ,approved for manufacturing
20/4/2017, delivered on 26/5/2017.
QSP – Trac log to be formally approved , Draft stage . open 4

Item wise Approved supplier list is being prepared,

Analysis and evaluationIn-process nonconformity and reworks are captured Analysis is

carried and corrective action taken where required. Details are also discussed during
management reviews.

Management review is Chaired by Sales director , IHTS Middle East India, Last meeting
was in 26 July next meeting to be held in Feb 2018 it should take into consideration
effectiveness of action Taken to address the risk and opportunities .
26 July Agenda points discussed included, Audit results, Process performance, Customer
feedbacks.
Continual improvement.
Improvement projects are undertaken for continual improvement. Across all processes be it the
sales. Proposal, Projects /construction procurement.

Opportunities for improvement

The following opportunities for improvement have been identified.

a) Reason for break in calibration continuity, of instruments could be captured in the system. For eg
clampmeter Serial No 20221002 calibrated in July 2017 was calibrated in Nov 2017 that is
three months after it was due .Reason stated was that it was not in use for that period.
b) Internal inspection reports ,reports submitted by the suppliers on the basis of which the
verification is being done for eg Inspection report from Vidhyut controls India Pvt ltd, Project
Name 10238- 801 for electrical heat tracing panel may capture the PO Number and serial
numbers of instrument used for inspection
c) Root cause analysis for observations raised during Internal Audit could be done in detail for eg
one observation was pertaining for use of obsolete format by the project team but the root cause
for the same was not ascertained.
d) Customer complaints closure to be initiated after the acknowledgement from the customer end ,
regarding the suitability of the correction/ corrective action initiated on the same.
e) Training plan for the quarter could be released at the beginning of that Quarter. Internal Auditor
training request has been sent to HR department .

It is suggested that the opportunities for improvement be considered by management to further enhance the
company’s Management System and performance of the business.

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NEXT AUDIT PLAN
During our next audit the issues identified as requiring attention will be reviewed to ensure they have been
adequately addressed, as well as the following set out in the plan below:
This plan is a draft and can be modified to suit the availability of relevant people.

Audit type : SUR AUDIT

Audit meetings plus functions/ processes/

Date Auditor # Shift Approx. time
areas/ shifts audited

Opening Meeting General 1 day.

Previous audit findings

Use of certification Mark/Logo/Shield

Context of the organization / needs and expectation

of the interested parties. Scope, Leadership

Risk Assessment / Quality Objectives

Sales, Proposals ,Projects, Procurement.

TBA TBA HR/Training

Quality control

Customer feedback/ Customer complaints

Internal Audit /MRM

Control of non conforming product/ Corrective

actions

Continual Improvement Plan

Report Preparation/ Closing Meeting

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