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4.1.1 Laboratory activities are undertaken impartially and they are structured and
managed, so as to safeguard impartiality. To ensure impartiality, the testing
personnel and administration personnel are separate. The organization structure
is given, which ensures that impartiality related to work is carried–out by the
laboratory. The Manager ensures impartiality by the laboratory during the
laboratory subcontractors’ and employees’ relation with customers during
execution of the work.

4.1.2 Zeus Biotech Private Limited management is committed to impartiality and

impartiality policy (POLICY 1) is prepared and communicated to all. Procedure
(ZBPL/U2/NABL1 ) is prepared for maintaining impartiality of laboratory
activities and is followed to maintain impartiality.
4.1.3
ZBPL is a laboratory, dealing in the testing of feed and feed materials. ZBPL is
responsible for the impartiality of its activities and the matter related to
commercial, financial or other pressures to compromise impartiality is handled
by the personnel other than the testing personnel. Testing person is not in the
direct contact with the customer. Receipt of sample, billing, payment collection,
etc. activities is undertaken by administration personnel. Employees are not
given more work which can create pressure on them to ensure no compromise
in the testing activities.
4.1.4
ZBPL has identified risks to its impartiality on an on–going basis from
customer, employees and suppliers. This includes those risks that arise from its
activities, or from its relationships, or from the relationships of its personnel.
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As a policy, it is decided that the resource of customer will not be used in any
case for undertaking the customer’s testing job, finances (separate and
dedicated finance is allotted for testing laboratory), contracts, marketing
(including branding etc. not applicable). The other activities like, payment of a
sales commission or other inducement for the referral of new customers etc. are
not done as a part of policy. Impartiality policy, its requirements and its norms
are communicated to all laboratory personnel.
1. To all employees by providing training related to requirements of
impartiality.
2. To all sub–contractors / external service providers by signing the
confidentiality and impartiality agreement.
4.1.5 If a risk to impartiality is identified, ZBPL will take appropriate action to
eliminate or minimize such risk by deploying separate personnel, by providing
separate or dedicated resources etc. MD initiates the immediate actions to
overcome and take action to maintain impartiality.
The confidentiality agreement is made with the employees and other parties to
ensure protection of its customers' confidential information, proprietary rights
as well as test results. All care is taken to ensure files are transmitted in
non–edited form to the customer and all care for confidentiality is taken in
electronic storage and transmission of results.
ZBPL is responsible, through legally enforceable commitments (based on the
contract made with the customer, either in customer order or in the Sample test
request Format), for the management of all information obtained or created
during the performance of Laboratory activities. ZBPL informs the customer in
advance, of the information it intends to place in the public domain. Except for
4.2.1 information that the customer makes publicly available, or when agreed
between ZBPL and the customer (e.g. for the
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purpose of responding to complaints, all other information is considered

proprietary information and is regarded as confidential. All employees of the
laboratory activities have signed confidentiality agreement to ensure that
confidentiality of customer’s information is maintained. All sub–contractors /
external service providers have signed confidentiality and impartiality
agreement
When ZBPL is required by law or authorized by contractual arrangements to
release confidential information, ZBPL will inform the details of information
4.2.2
shared to the customer or individual concerned. The customer is informed in
writing for such incidence.

Information about the customer, obtained from sources other than the customer
4.2.3 (e.g. complainant, regulators), is kept confidential between the customer and
ZBPL The provider (source) of this information is kept confidential to ZBPL
and is not shared with the customer, unless agreed by the source.
Personnel, including any committee members, contractors, personnel of
external bodies, or individuals acting on behalf of ZBPL, ensure that all
4.2.4
information obtained or created during the performance of Laboratory
activities, except as required by law, are strictly kept confidential.
5.1 ZBPL is registered as Private Limited company as a legal entity. The legal
registration
details of the ZBPL are as below; ZBPL is legally registered as a Private
Limited company as below:
5.2 The MD has overall responsibility of the laboratory .
5.3 ZBPL has defined and documented the range of Laboratory activities, such as
testing of animal feed and feed ingredients. All activities carried–out comply
with the requirements given in ISO/IEC 17025 (this document). ZBPL claims
conformity only for the defined scope of accreditation, which excludes
externally provided activities on an ongoing basis.
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Laboratory activities are carried–out in such a way as to meet the requirements

5.4 of ISO/IEC 17025, relevant test standards, customer requirements, regulatory
authorities and organizations providing recognition / accreditation, such as
Accreditation Body ZBPL does not have temporary or mobile facilities and
ZBPL has:
a) defined the organization and management structure ofZBPL, and the
relationships between management, technical operations and support services.
The organization structure is given in this manual;

b) specified the responsibility, authority and interrelationship of all personnel

who manage, perform or verify work affecting the results of Laboratory
5.5 activities. Detailed job description and specifications are prepared for each
level of employees and communicated to all personnel within the laboratory.
The responsibilities and authorities are given in a matrix.

c) documented its procedures as identified in successive clauses, to the extent

necessary, to assure the consistent application of its Laboratory activities and
the validity of the results reported to the customer for the materials.
ZBPL have manager quality systems who has, irrespective of other
responsibilities, have the authority and resources needed to carry–out their
duties, including:
a) implementation, maintenance and improvement of the management system
as per ISO/IEC 17025;
5.6 b) identification of deviations from the management system or from the
procedures for performing Laboratory activities;
c) initiation of actions to prevent or minimize such deviations;
d) reporting to ZBPL management on the performance of the management
system and any need for improvement;
e) ensuring the effectiveness of Laboratory activities.
ZBPL management ensures that:
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a) communication takes place regarding the effectiveness of the management

system and the importance of meeting customers' and other requirements.
Method of communication is effectively implemented related to management
system within the laboratory. In majority of the cases, the communication is
done through routine records, verbal, for effective implementation and e–mail
5.7
to the concerned.

b) the integrity of the management system is maintained when changes to the

management system are planned and implemented. Also it is ensured that the
integrity of management system is maintained, when changes are planned and
implemented in the system. In key position, the deputies are nominated to take
care of the person related issues.
General
ZBPL has available the personnel, facilities, equipment, systems and support
6.1
services necessary to manage and perform its laboratory activities related to
testing of animal feed and animal feed ingredients
6.2 Personnel
All personnel of the laboratory, either internal or external, that could influence
the laboratory activities act impartially, are competent and work in accordance
6.2.1 with the laboratory's management system. Impartiality policy is prepared and is
communicated to all employees to ensure that all employees act impartially.

ZBPL has documented the competence requirements based on the specific

6.2.2
criteria defined by accreditation body, for each function influencing the results
ZBPL ensures that the personnel have the required competence, to perform
6.2.3 laboratory activities for which they are responsible and to evaluate the
significance of deviations.
The management of the laboratory communicates to personnel their duties,
6.2.4 responsibilities and authorities in the job descriptions and specifications .
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ZBPL has procedure for the personnel and training and retain records for:

a) determining the competence requirements, considering the requirements of

relevant test parameters covered under the scope of accreditation;

6.2.5 b) selection of personnel for all activities carried–out by laboratory;

c) training of personnel considering the skill and competence requirements;

d) supervision of personnel;
e) authorization of personnel based on the skill and competence;
f) monitoring of competence of personnel.
ZBPL has authorized specific personnel to perform specific laboratory
activities, including
but not limited to, the following:
a) development, modification, verification and validation of methods; the
details of all such
authorization is maintained in the skill matrix
6.2.6 b) analysis of results, including statements of conformity or opinions and
interpretations;
the details of all such authorization is maintained in the skill matrix.
c) report, review and authorization of results; the details of all such
authorization is maintained in the skill matrix
Such authorization is given based on their competency and details recorded.

6.3 Facilities and environmental conditions

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ZBPL has provided the required facilities and environmental conditions

suitable for the testing laboratory activities, considering the tests carried–out,
and it is ensured that it does not adversely affect the validity of results. The
following parameters are controlled considering the validity of test results, such
as dust, electromagnetic disturbances, radiation, humidity, electrical supply,
temperature, sound and vibration. The following conditions are maintained in
the mobile laboratory;
The requirements for facilities and environmental conditions (as above)
6.3.2 necessary for the
performance of the laboratory activities are documented.
ZBPL monitors, controls and records environmental conditions in accordance
with relevant specifications, methods or procedure or where they influence the
6.3.3
validity of the results. The records of environmental condition monitoring are
maintained.
Measures to control facilities are implemented, monitored and reviewed at
every month
and these include, but not limited to:
a) access to and use of areas affecting mobile laboratory activities;
6.3.4 b) prevention of contamination, interference or adverse influences on mobile
laboratory
activities;
c) effective separation between areas with incompatible mobile laboratory
activities.
Site testing is not done by ZBPL and hence requirement of site testing is not
6.3.5
applicable.
6.4 Equipment
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ZBPL has access to equipment including, but not limited to, measuring
instruments, software, measurement standards, reference materials, reference
data, reagents, consumables or auxiliary apparatus, which is required for the
correct performance of laboratory activities and which can influence the result.
A multitude of names exist for reference materials and certified reference
6.4.1 materials, including reference standards, calibration standards, standard
reference materials and quality control materials. Reference materials from
producers meeting the requirements of ISO 17034 come with a product
information sheet / certificate that specifies, amongst other characteristics,
homogeneity and stability for specified properties and, for certified reference
materials, specified properties with certified values, their associated
measurement uncertainty and metrological traceability.
No equipment is used outside the permanent control of laboratory and hence a
6.4.2
requirement of this clause is not applicable.
Procedure for handling, transport, storage, use and planned maintenance of
equipment is prepared and implemented to ensure proper functioning and in
6.4.3
order to prevent contamination or deterioration. It is strictly followed by all
persons, during routine activities.
ZBPL verifies that equipment conforms to specified requirements before being
placed or returned into service. The details of checks conducted are recorded in
6.4.4
the equipment history card. Equipment history cards are maintained for all the
equipments used in the testing.
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Equipments used for testing (measurement) are capable of achieving the

required accuracy or measurement uncertainty to provide valid test results and
have complied with specifications relevant to testing. Calibration schedule is
6.4.5 established for all equipments, where these properties have a significant effect
on the results. Before being placed into service, equipment are tested or
checked to establish that it meets the specification requirements and complies
with the relevant standard specifications. All such calibration details of
equipments are reviewed before use.
Measuring equipment are calibrated when:
1. the measurement accuracy or measurement uncertainty affects the
6.4.6 validity of the reported results, or
2. calibration of the equipment is required to establish the metrological
traceability of the reported result.

6.4.7 ZBPL has established a calibration programme which is reviewed and adjusted
as necessary in order to maintain confidence in the status of calibration.

All equipment requiring calibration or which has a defined period of validity

6.4.8 are labeled with the calibration status sticker having identification no., date of
calibration, and due date of calibration. This helps to allow the user of the
equipment to readily identify the status of calibration or period of validity.
Equipment, which is subjected to overloading or mishandling and gives
suspected results, if showing to be defective or outside specified limits, is
withdrawn from operations. It is isolated to prevent its use and clearly labeled
or marked as being “out of service” until it has been repaired and shown by
6.4.9 testing to perform correctly within defined acceptance criteria. ZBPL examines
the effect of the defect or departure from specified limits on previous testing,
and after that, the same is followed as per the procedure for management of
non–conforming work.
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Defined intermediate check points are established, implemented and are

followed as per the Procedure to maintain confidence in the calibration status of
6.4.10
equipment and testing performed by the same equipment. Records of such
intermediate checks are maintained.

When calibration and reference material data include reference values or

6.4.11
correction factors, ZBPL ensures the reference values and correction factors
are updated and implemented, as appropriate, to meet specified requirements.
ZBPL takes practicable measures to prevent unintended adjustments of
6.4.12
equipment from invalidating results.
Records are retained for equipment that can influence laboratory activities in
the equipment
history card preventive maintenance schedule and calibration status of
equipments The records include the following, where applicable:
a) the identity of equipment (name of equipment), including software and
firmware version;
b) the manufacturer's name, type identification, and serial number or other
unique
identification;
c) evidence of verification that equipment conforms with specified
6.4.13 requirements;
d) the current location;

e) calibration dates, results of calibrations, adjustments, acceptance criteria, and

the due date of the next calibration or the calibration interval;
f) documentation of reference materials, results, acceptance criteria, relevant
dates and the period of validity;
g) the maintenance plan and maintenance carried–out to date, where relevant to
the performance of the equipment;
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h) details of any damage, malfunction, modification to, or repair of, the

equipment.
6.5 Metrological Traceability
ZBPL has established and maintained metrological traceability of its
measurement results by means of a documented unbroken chain of calibrations,
each contributing to the measurement uncertainty, linking them to an
appropriate reference. All equipment used for sampling, testing, including
equipment for subsidiary measurements (e.g. for environmental conditions),
6.5.1 having a significant effect on the accuracy or validity of the results, are
calibrated before being put into service. ZBPL has an established program and
procedure for the calibration of equipment procedure is established and
implemented.

ZBPL ensures that measurement results are traceable to the International

System of Units (SI) through ensuring the followings:
a) calibration provided by a competent laboratory (ISO/IEC 17025 accredited
calibration laboratory);
6.5.2 b) certified values of certified reference materials provided by a competent
producer (ISO 17034 accredited CRM producer or by committee) with stated
metrological traceability to the SI;
c) direct realization of the SI units ensured by comparison, directly or
indirectly, with national or international standards.

When metrological traceability to the SI units is not technically possible, ZBPL

demonstrates metrological traceability to an appropriate reference, such as:
a) certified values of certified reference materials provided by a competent
6.5.3 producer; or
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b) results of reference measurement procedures, specified methods or

consensus standards that are clearly described and accepted as providing
measurement results fit for their intended use and ensured by suitable
comparison.
6.6 Externally provided Products and services

ZBPL ensures that only suitable externally provided products and services that
affect laboratory activities are used, when such products and services:
a) are intended for incorporation into the laboratory’s own activities, such as
used in the testing of samples;
b) are provided, in part or in full, directly to the customer by the laboratory, as
received from the external provider;
c) are used to support the operation of the laboratory, such as equipments and
6.6.1
consumables, etc.
Products include measurement standards and equipment, auxiliary equipment,
consumable materials and reference materials. Services include, calibration
services, testing services, facility and equipment maintenance services,
proficiency testing services and assessment and auditing services taken from
external provider.
ZBPL has implemented procedure for purchasing of externally provided
products and services and retain records for:
a) defining, reviewing and approving the requirements for externally provided
products and services;
b) defining the criteria for evaluation, selection, monitoring of performance and
re–evaluation of the external providers;
c) ensuring that externally provided products and services conform to the
6.6.2 ZBPL’s established requirements, or when applicable, to the relevant
requirements of ISO/IEC 17025, before they are used or directly provided to
the customer;
d) taking any actions arising from evaluations, monitoring of performance and
re– evaluations of the external providers.
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ZBPL communicates its requirements to external providers, for:

a) the products and services to be provided;
b) the acceptance criteria;
c) competence, including any required qualification of personnel;
d) activities that the laboratory, or its customer, intends to perform at the
external provider's premises.
6.6.3

All the above details are incorporated in the Purchase Order and then the
purchase order is approved by Technical Manager before its issue to Approved
External Provider. Products and services are procured only from the external
provider included in the Approved External Provider List .
7 Process requirements
Review of requests, tenders and contracts
ZBPL has procedure for the review of requests, tenders and contracts. The
7.1
procedure ensures that:

a) the requirements related to testing are adequately defined, documented and

understood, and are referred in Sample test request slip.
b) the ZBPL has the capability and resources to meet the requirements,
including the requirements of test methods to be followed, such as Indian
Standards / International Standard;

7.1.1 c) no external providers are used (at present, subcontracting for testing is not
done by ZBPL, hence, the requirements of this clause is not applicable);
d) The appropriate test methods are selected and are capable of meeting the
customers’ requirements, which are based on Indian Standards / International
Standards.

Customer will be immediately informed by ZBPL, when the method requested

by the customer is considered to be inappropriate or out of date.
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When the customer requests a statement of conformity to a specification or

standard for the test (e.g. pass / fail, complies / does not complies, in tolerance /
out of tolerance) the specification or standard, and the decision are clearly
7.1.2 defined in the Sample test request slip Unless inherent in the requested
specification or standard, the decision rule selected is communicated to, and
agreed with, the customer. Records of such decision are maintained in the
Sample test request form.

Records of acceptance of each contract are maintained in the contract made

with the customer, including details of sampling plan and procedure, where
applicable, by ZBPL. It is ensured that the difference between the requirements
and capabilities are resolved before finalization of contract. Records of reviews,
7.1.3 including any significant changes, are maintained in contract / Sample test
request form. Records are also maintained of pertinent discussions with a
customer relating to the customer’s requirements or the results of the work
during the period of execution of the contract, if any. Sample test request form
is signed by customer or his representative and by Technical Manager as an
acceptance of contract. Deviations requested by the customer do not impact the
integrity of the laboratory or the validity of the results.
The customer will be informed immediately, in case of any deviation from the
7.1.4
contract.

If a contract needs to be amended after work has commenced, the same contract
review process will be repeated as described above. In such cases, either
7.1.5 amended Sample test request slip or amended contract is prepared and is signed
by ZBPL representative and customer representative as an agreement of
acceptance of amended testing work with all technical details. Details of
amendments are communicated to all affected personnel.
ZBPL cooperates with customers or their representatives in clarifying the
7.1.6 customer's request and in monitoring the ZBPL’s performance in relation to the
work performed. The cooperation can include:
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ZBPL shall cocoperate with customers for their requriment in clarifying the
requests and in monitoring the laboratory perfomance in relation to the work
performed a) providing reasonable access to relevant areas of the laboratory to
7.1.7 witness customer–specific laboratory activities; it means witnessing the testing
performed for customer’s sample;
b) method followed for preparation, and dispatch of items needed by the
customer for verification purposes.
Records of reviews, including any significant changes, are retained. Records
are retained of pertinent discussions with a customer relating to the customer's
7.1.8
requirements or the results of the laboratory activities in the Sample test request
Form.
7.2 Selection, verification and validation of methods
7.2.1 Selection and verification of methods

ZBPL uses appropriate methods and procedures for all laboratory activities
(testing work carried–out for the materials covered under the scope of
7.2.1
accreditation) and, where appropriate, for evaluation of the measurement
uncertainty as well as statistical techniques for analysis of data. These also
include handling, transport, storage, and preparation of items to be tested.
All methods, procedures and supporting documentation, such as instructions,
standards, manuals and reference data relevant to the laboratory activities, are
7.2.1.2
kept up–to–date and are made readily available to personnel, where the
laboratory activities are carried–out.
It is ensured that, the latest valid version of a method is used during the
laboratory activities, unless it is not appropriate or possible to do so. When
7.2.1.3
necessary, the application of the method is supplemented with additional details
to ensure consistent application.
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ZBPL uses Indian Standards / International Standards or other recognized

specifications that contain sufficient and concise information on how to
perform laboratory activities. The copies of those standards are being issued to
laboratory personnel for conducting the laboratory activities. For smooth
operation, additional documentation for
optional steps in the method or additional details are provided considering the
equipment to be used for the laboratory activities for maintaining accuracy in
the laboratory activities.
Method prepared, documented and issued for implementation are having
following
information as minimum:
a) Identification No.,
b) Scope of activity,
c) Description of item to be tested,
7.2.1.4
d) Parameters etc.,

e) Equipment requirements, including technical performance requirements,

f) Reference of standards / materials on which basis the method is prepared,

g) Sample preservation methods / condition,
h) Description of Test Method, including
I. Checks to be done before commencement of testing
II. Method for recording observation / print–out from the equipment
III. Safety precautions to be taken before and during testing
i) Criteria for “Conformance / Compliance or Non–conformance /
Non–compliance” are
provided based on acceptance norms as agreed with customer.
j) Test Report preparation method
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When the customer does not specify the method to be used, ZBPL selects an
appropriate method (considering the product / material under the test and its test
parameters) from the scope of accreditation and informs the customer of the
method chosen. The details of method selected for the test is clearly identified
7.2.1.4 in the Sample test request form Methods published either in Indian Standards /
International Standard, or by reputable technical organizations, or in relevant
scientific texts or journals, or as specified by the manufacturer of the equipment
is recommended.
Laboratory–developed or modified methods are not used in the laboratory
activities performed by ZBPL

ZBPL verifies that it can properly perform methods before introducing them by
ensuring that it can achieve the required performance. Record of the
7.2.1.5
verification of method performance is retained in terms of method Verification
report. If the method is revised by the issuing body, verification is repeated
considering its impact on the accuracy of the test results.
When method development is required, this is planned activity and is assigned
to competent personnel equipped with adequate resources. As method
7.2.1.6 development proceeds, periodic review is carried–out to confirm that the needs
of the customer are still being fulfilled. Any modifications to the development
plan is approved and authorized.
Deviations from methods for all laboratory activities occurs only if the
deviation has been documented, technically justified, authorized, and accepted
7.2.1.7
by the customer. Customer acceptance for the identified deviation is agreed in
the Sample test request form if any.
7.2.2 Validation of Methods
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ZBPL validates non–standard methods, laboratory–developed methods and

standard methods used outside their intended scope or otherwise modified. The
7.2.2.1 validation is as extensive as is necessary to meet the needs of the given
application or field of application. Method validation includes procedures for
handling and transportation of test items. The techniques used for method
validation can be one of, or a combination of, the following:
a) evaluation of bias and precision using reference standards or reference
materials;
b) systematic assessment of the factors influencing the result;
c) testing method robustness through variation of controlled parameters, such as
oven
7.2.2.1 temperature, volume delivered, etc.;
d) comparison of results achieved with other validated methods;
e) inter–laboratory comparisons;
f) evaluation of measurement uncertainty of the results based on an
understanding of the theoretical principles of the method and practical
experience of the performance of the sampling or test method.
After validation of methods, if changes are made to a validated method, the
7.2.2.2 influence of such changes is determined and where they are found to affect the
original validation, a new method validation is performed.
The performance characteristics of validated methods are assessed for the
intended use, relevant to the customers' needs and consistent with specified
requirements. Performance characteristics includes, but are not limited to, the
measurement range, accuracy, the measurement uncertainty of the results, limit
7.2.2.3
of detection, limit of quantification, selectivity of the method, linearity,
repeatability or reproducibility, robustness against external influences or
cross–sensitivity against interference from the matrix of the sample or test
object, and bias.
ZBPL retains the following records of validation:
a) the validation procedure used;
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b) specification of the requirements;

7.2.2.4 c) determination of the performance characteristics of the method;
d) results obtained;
e) statement on the validity of the method, detailing its fitness for the intended
use.
7.3 Sampling

7.3 ZBPL is not doing sampling of samples. Samples are received from customer at
our testing laboratory and hence a requirement of this clause is not applicable.
7.4 Handling of test items
ZBPL has procedure for the transportation, receipt, handling, protection,
storage, retention, and disposal or return of test items, including all provisions
necessary to protect the integrity of the test item, and to protect the interests of
the laboratory and the customer. Precautions are taken to avoid deterioration,
7.4.1 contamination, loss or damage to
the item during handling, transporting, storing / waiting, and preparation for
testing. Handling instructions provided with the item are followed. All
employees are made aware regarding the requirements of handling of test items
and any special care, if any.

ZBPL has a system for the unambiguous identification of test items. All
samples upon receipt are identified by inward number / test number and the
same is in numeric digit in continuation. The identification no. is retained while
7.4.2
the item is under the responsibility of the laboratory. All samples received for
the testing are retained for the period of 1 day after completion of testing. The
system of identification of test item ensures that test items will not be confused
physically or when referred to in records or other documents.
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Upon receipt of the test item, deviations from specified conditions are recorded.
When there is doubt about the suitability of an item for test, or when an item
does not conform to the description provided, the ZBPL consults the customer
7.4.3
for further instructions before proceeding and records the results of this
consultation. When the customer requires the item to be tested acknowledging a
deviation from specified conditions, ZBPL includes a disclaimer in the report
indicating which results may be affected by the deviation.

7.4.4 When items have to be stored or conditioned under specified environmental

conditions, these conditions are maintained, monitored and recorded.

The process followed for sample collection, sample handling and storage are
well–defined, and the sample quantity required for each testing is also defined.
The sample is received in laboratory with Sample test request form.
Sample is checked during receipt for:
a) Physical condition,
7.4.4
b) Sufficient quantity / volume of sample to ensure completion / adequacy of
sample for satisfactory completion of all tests,
c) Parameters to be tested.
Upon completion of retention period, the sample will be disposed off. The
details of samples disposed and date of disposal is recorded in the inward
register .
7.5 Technical Records

ZBPL ensures that technical records for each laboratory activity contain the
results, report and sufficient information to facilitate, if possible, identification
of factors affecting the measurement result and its associated measurement
uncertainty and enable the repetition of the laboratory activity under conditions
as close as possible to the original. The technical record includes the date and
7.5.1
the identity of personnel responsible for each laboratory
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activity and for checking data and results. Original observations, data and
calculations are recorded at the time they are made in the relevant records and
are identifiable with the specific task. The record includes the identity of
personnel responsible for the performance of each testing and checking of
results.

ZBPL ensures that amendments to technical records can be tracked to previous

versions or to original observations. Both the original and amended data and
files are kept, including the date of alteration, an indication of the altered
aspects and the personnel responsible for the alterations. When mistakes occur
7.5.2 in records, each mistake is crossed–out and not erased, made illegible or
deleted, and the correct value is entered alongside. All such alterations to
records are signed or initiated by the person making the correction. In the case
of records stored electronically, possible care is taken to prevent loss or change
in the original data. Any alteration made in computer / electronic media are
identified with amended copy. Original one is also maintained.
7.6 Evaluation of measurement uncertainty
ZBPL has identified the contributions to measurement uncertainty. When
evaluating measurement uncertainty all contributions, which are of
7.6.1
significance, including those arising from sampling / filling, are taken into
account using appropriate methods of analysis.

7.6.2
Being a testing laboratory, the requirements of this clause is not applicable.
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ZBPL performs testing and evaluates measurement uncertainty. Where the test
method precludes rigorous evaluation of measurement uncertainty estimation is
made based on an understanding of the theoretical principles or practical
experience of the performance of the method. In some cases, well–recognized
test method specifies limits to the values of the major sources of measurement
uncertainty and specifies the form of presentation of the calculated results,
ZBPL is considered to have satisfied by following the test method and
reporting instructions.

7.6.3
ZBPL has documented procedure for estimating uncertainty of measurement.
The components for estimation of uncertainty are identified and included in the
nature of test method, which precludes rigorous, metrological, and statistically
valid calculation. The form of reporting of results is clear and it does not give
any wrong impression of the uncertainty. The estimation of uncertainty is based
on knowledge of the performance of the method and on the measurement scope,
including previous experience and validation data. All such uncertainty
calculations are done based on the guidelines given in ISO Guide 98–3. For a
particular method where the measurement uncertainty of the results has been
established and verified, there is no need to evaluate measurement uncertainty
for each result, if the laboratory can demonstrate that the identified critical
influencing factors are under control.
7.7 Ensuring the validity of results

ZBPL has a procedure for monitoring the validity of results. The resulting data
are recorded in such a way that trends are detectable and, where practicable,
statistical techniques are applied to review the results. This monitoring is
planned and reviewed and includes, where appropriate, but not limited to:
a) use of reference materials or quality control materials;
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b) functional check(s) of measuring and testing equipment prior to starting the

test by comparing with the known value materials;
7.7.1
c) use of check or working standards with control charts, where applicable;

d) intermediate checks on measuring equipment, such as weighing balance etc.;

e) replicate tests using the same or different methods;
f) re–testing of retained items;
g) correlation of results for different characteristics of an item;
h) review of reported results;
i) intra–laboratory comparisons;
j) testing of blind sample.
ZBPL monitors its performance by comparison with results of other
laboratories, where available and appropriate. This monitoring is planned is
prepared and reviewed and include, but not limited to a selection from the
following list:
7.7.2 a) participation in proficiency testing (it is ensured that the PT Provider must
have ISO/IEC 17043 accreditation);
b) participation in inter–laboratory comparisons other than proficiency testing,
through accredited testing laboratories in the similar materials and its
parameters.

Data obtained from above monitoring activities are analyzed and used to
control, and if applicable, improve the laboratory's activities. If the results of
7.7.3
the analysis of data from monitoring activities are found to be outside
pre–defined criteria, appropriate actions are taken to prevent incorrect results
from being reported. The pre–defined criteria for the monitoring are as below:

7.8 Reporting of results

General
7.8.1.1 The results of test are reviewed and authorized prior to release.
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The results are provided accurately, clearly, unambiguously and objectively,

usually in a report (e.g. test report), and include all the information agreed with
the customer and necessary for the interpretation of the results and all
7.8.1.2
information required by the method used. All issued reports are retained as
technical records. For the purpose of ISO/IEC 17025, test reports are sometimes
called test certificates. ZBPL issues test report in the form of hard copy and soft
copy.

When agreed with the customer, the results may be reported in a simplified
7.8.1.3
way. Any information listed in 7.8.2 to 7.8.7 which is not reported to the
customer is made readily available, when the simplified report is issued.
7.8.2 Common requirements for reports (test)
Each test report includes at least the following information, unless the ZBPL
has valid reasons for not doing so, thereby minimizing any possibility of
misunderstanding or misuse:
a) a title (e.g. “Test Report”);
b) the name and address of the ZBPL laboratory
c) the location of performance of the laboratory activities.
d) unique identification that all its components are recognized as a portion of a
complete report and a clear identification of the end;
e) the name and contact information of the customer;
f) identification of the test method used in the testing of each parameter of
product /material;
g) a description, unambiguous identification, and, when necessary, the
7.8.2.1 condition of the item during receipt;
h) the date of receipt of the test item(s),
i) the date(s) of performance of the laboratory activity;
j) the date of issue of the report;

k) a statement to the effect that the results relate only to the items tested,
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l) the results with, where appropriate, the units of measurement;

m) additions to, deviations, or exclusions from the method;
n) identification of the person(s) authorizing the report; and
o) Clear identification when results are from external providers.
p) proprietary of test report, such as "the report shall not be reproduced except
in full, without approval of the laboratory".

ZBPL is responsible for all the information provided in the report, except when
7.8.2.2 information is provided by the customer. Data provided by a customer are
clearly identified. In addition, a disclaimer is addressed on the report when the
information is supplied by the customer and can affect the validity of results.
7.8.3 Specific requirements for the test reports
In addition to the requirements listed in 7.8.2, if specifically asked by the
customer, the test results include the following details:

a) information on specific test conditions (Temperature and humidity

maintained during the testing), such as environmental conditions maintained
during the testing considering the requirements of test standard;
b) where relevant, a statement of conformity with requirements or
specifications, if specifically asked by customer;
c) where applicable, the measurement uncertainty presented in the same unit as
7.8.3.1
that of the measurand or in a term relative to the measurand (e.g. percent)
when:
1. it is relevant to the validity or application of the test results;
2. a customer's instruction so requires, or

3. the measurement uncertainty affects conformity to a specification limit;

d) where appropriate, opinions and interpretations;
e) additional information which may be required by specific methods,
authorities, customers or groups of customers.
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As sampling is not done, hence requirement of this clause is not applicable.

7.8.3.2 Specific requirements for the calibration certificates
Being a testing laboratory, the requirements given in the clause no. 7.8.4 and its
sub–clauses are not applicable.
7.8.5 Reporting sampling – specific requirements

As sampling is not done, hence requirement of this clause is not applicable.

When a statement of conformity to a specification or standard is provided,
ZBPL document the decision rule employed, taking into account the level of
risk (such as false accept and false reject and statistical assumptions) associated
with the decision rule employed and apply the decision rule. In such case
7.8.6 Technical Manager Review the risk register and the results of uncertainty of
measurement is also considered in making the decision rule as well as ensure
that same decision rule which is agreed at contract review stage is applied and
such statement is made. Where the decision rule is prescribed by the customer,
regulations or normative documents, a further consideration of the level of risk
is not necessary.

ZBPL reports on the statement of conformity (based on customer request)

such that the statement clearly identifies:
a) to which results the statement of conformity applies;
7.8.6.2
b) which specifications, standards or parts thereof are met or not met; and
c) the decision rule applied.
7.8.7 Reporting opinions and interpretations
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When opinions and interpretations are expressed, ZBPL ensures that only
Technical Manager, who is authorized for the expression of opinions and
interpretations, releases the respective statement. ZBPL documents the basis
7..7.1
upon which the opinions and interpretations have been made. This
interpretation and opinion are drawn based on reference Indian Standards /
International Standards and customer specification. Such opinion and
interpretation are clearly marked in a test report.

7.8.7.2 The opinions and interpretations expressed in reports are based on the results
obtained from the tested item and are clearly identified as such.

7.8.7.3 When opinions and interpretations are directly communicated by dialogue with
the customer, a record of the dialogue is retained by mentioning the details for
the same in the Sample test request form .
7.8.8 Amendments to reports
When an issued report needs to be changed, amended or re–issued, any change
7.8.8.1 of information is clearly identified and, where appropriate, the reason for the
change is included in the report.
Amendments to a report after issue is made only in the form of a further
7.8.8.2
document, or data transfer, by following method:
a) Title is identified as “Test Report– Amended”
b) Date of issue is changed considering amendment issue date
c) Certificate no. is kept same
7.8.8.
d) Reason for amendment along with the date of original issue of certificate.
e) Details of original report, such as original issue date of the same test report is
clearly identified in the amended test report.
When it is necessary to issue a complete new report, this is uniquely identified
7.8.8.3
and contains a reference to the original that it replaces.
7.9 Complaints
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ZBPL has a documented process to receive, evaluate and make decisions on

7.8.8.3
complaints.
A description of the handling process for complaints is available to any
interested party on request. Upon receipt of a complaint, ZBPL confirms
whether the complaint relates to laboratory activities that it is responsible for
7.9
and, if so, deals with it ZBPL is responsible for all decisions at all levels of the
handling process for complaints. The complaint is recorded and the complaint
report is prepared for its further investigation.
The process for handling complaints includes at least the following elements
7.9.1
and methods:
a) description of the process for receiving, validating, investigating the
7.9.2
complaint, and deciding what actions are to be taken in response to it;
b) tracking and recording complaints, including actions undertaken to resolve
them;
c) ensuring that any appropriate action is taken.
ZBPL, on receiving the complaint, is responsible for gathering and verifying all
7.9.3
necessary information to validate the complaint.

The person responsible acknowledges receipt of the complaint, and provides

the complainant with progress reports and the outcome through e–mail.
The outcomes communicated to the complainant is made by, or reviewed and
7.9.4 approved by Quality Manager / Technical Manager not involved in the original
laboratory activities in question.
Whenever possible, the laboratory gives formal notice of the end of the
7.9.5
complaint handling to the complainant.

7.9.6
Non-Conforming Work
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ZBPL has documented and implemented procedure when any aspect of its
laboratory activities or results of this work do not conform to its own
7.9.7 procedures or the agreed requirements of the customer (e.g. equipment or
environmental conditions are out of specified limits, results of monitoring fail
to meet specified criteria). The procedure ensures that:
a) Technical Manager is responsible and authorized for the management of
7.10
nonconforming work once defined;

b) actions (including halting or repeating of work and withholding of reports, as

necessary) are based upon the risk levels established by the laboratory;
c) an evaluation is made of the significance of the nonconforming work,
including an impact analysis on previous results;
d) a decision is taken on the acceptability of the nonconforming work;
7.10.1 e) where necessary, the customer is notified and work is recalled;
f) Technical Manager is authorized for resumption of defined work.
Records of nonconforming work and actions taken on it as specified in 7.10.1,
b) to f) is maintained and retained in the disposal of non–conforming work.
Where the evaluation indicates that the nonconforming work could recur or that
there is doubt about the conformity of the laboratory's operations with its own
management system, the laboratory implements corrective action against the
nonconforming work.
7.10.2 Control of data – Information management
ZBPL has access to the data and information needed to perform laboratory
7.10.3
activities in terms of testing of products / materials.
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The laboratory information management system(s) used for the collection,

processing, recording, reporting, storage or retrieval of data are validated for
functionality, including the proper functioning of interfaces within the
7.11
laboratory information management system(s) by the ZBPL before
introduction. Whenever there are any changes, including laboratory software
configuration or modifications to commercial off–the–shelf software, they are
authorized, documented and validated before implementation.
7.11.1 The laboratory information management system(s) are:
a) protected from unauthorized access, computers used in maintaining
7.11.2
laboratory activities data are controlled by password protection;
b) safeguarded against tampering and loss;

c) operated in an environment that complies with supplier or laboratory

specifications or, in the case of non–computerized systems, provides conditions
which safeguard the accuracy of manual recording and transcription of data;
d) maintained in a manner that ensures the integrity of the data and information;
and
e) includes recording system failures and the appropriate immediate and
7.11.3
corrective actions.
When laboratory information management system(s) are managed and
maintained off–site or through an external provider, ZBPL ensures that the
provider or operator of the system(s) complies with all applicable requirements
of ISO/IEC 17025.
ZBPL ensures that instructions, manuals and reference data relevant to the
laboratory information management system(s) are made readily available to
personnel.
Calculations and data transfers are checked in an appropriate and systematic
7.11.4 manner to ensure validity of data and its transfer. Procedure is implemented for
control of data and its transfer.
7.11.5 Management System requirements
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7.11.6 Options
ZBPL has established, documented, implemented and maintained a
management system that is capable of supporting and demonstrating the
consistent achievement of the requirements of ISO/IEC 17025 and ensuring the
8
quality of the laboratory results. In addition to meeting the requirements of
clauses 4 to 7 of ISO/IEC 17025, ZBPL has implemented a management system
in accordance with option A.
8.1 Option A
As a minimum, the management system of the laboratory addresses the
8.1.1
following as a part
of management system requirements:
1. management system documentation (as per 8.2)
2. control of management system documents (as per 8.3)
3. control of records (as per 8.4)
4. actions to address risks and opportunities (as per 8.5)
5. improvement (as per 8.6)
8.1.2
6. corrective action (as per 8.7)
7. internal audits (as per 8.8)
8. management reviews (as per 8.9)
Option B
ZBPL has implemented the requirements of Option A, and hence, requirements
of this clause are not applicable.
Management system documentation (Option A)

ZBPL has established, documented, and maintained policies and objectives for
the fulfillment of the purpose of ISO/IEC 17025 and ensures that the policies
and objectives are acknowledged and implemented at all levels of the
laboratory organization. The detailed Quality Policy is given as below:
The policies and objectives address the competence, impartiality and consistent
8.2
operation of the laboratory.
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ZBPL provides evidence of commitment to the development and

8.2.1 implementation of the management system and to continually improving its
effectiveness.
All documentation, processes, systems, and records related to the fulfillment of
8.2.2 the requirements of ISO/IEC 17025 are included in, referenced from, or linked
to the management system.
8.2.3 Control of management system documents (Option A)
ZBPL controls the documents (internal and external) that relate to the
fulfillment of ISO/IEC 17025. ZBPL has established and maintained procedure
to control all documents that have formed part of management system, such as
8.2.4 regulations, standards, other normative references, test methods, specifications,
instructions, manuals and others used as references are covered in the document
control system.
8.3 ZBPL shall ensure that
a) Documents are approved for adequacy prior to issue by authorized personnel
8.3.1
b)Documents are periodicallt reviewed and updated as necessary

c) Changes and the current reviasion status of documetns are identified

8.3.2
d) relevant versions of applicable documetns are available at points of use,
e)Documetns are uniquely identified
f)The unintended use of obsolete documents is prevented , and suitable
id tifi ti i li d t th if th t i df
Control Of records

ZBPL shall establish and retain legible records to demosntarte fulfilment if the
requirments in this documet
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ZBPL shall implement the controls needed for identification , storage ,

8.4
protection , back up , archive , retrieval, retention time and disposal of its

8.4.1
Actions to address risks and opportunities (Option A)
ZBPL has considered the risks and opportunities associated with the laboratory
8.4.2
activities in order to:

8.5

a) give assurance that the management system achieves its intended results;
b) enhance opportunities to achieve the purpose and objectives of the
8.5.1
laboratory;
c) prevent, or reduce, undesired impacts and potential failures in the laboratory
activities;
and
d) achieve improvement.
ZBPL has planned:
a) actions to address these risks and opportunities;
8.5.2 b) how to:
1. integrate and implement the actions into its management system;
2. evaluate the effectiveness of these actions.

Actions are taken to address risks and opportunities. It is ensured that the same
are proportional to the potential impact on the validity of laboratory results.
Risk and opportunities related to laboratory activities are identified and are
implemented in the Risk assessment sheet. Procedure is prepared for the Risk
assessment. Risk assessment sheet is prepared and is reviewed annually during
the management review meeting.
Improvement (Option A)
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ZBPL has identified and selected opportunities for improvement and

8.5.3 implemented necessary actions for the improvement in the laboratory activities.
Opportunities for improvement are identified through:
8.6 1. review of the operational procedures,
8.6.1 2. the use of the policies,
3. overall objectives,
4. audit results,
5. corrective actions,
6. management review,
7. suggestions from personnel,
8. risk assessment,
9. analysis of data, and
10. proficiency testing results.
Improvement log is maintained as soon as it is identified.

After providing the testing services to the customer, the customer feedback
form is submitted to customer along with the test report for taking feedback,
both positive and negative, from customer related to service provided. Quality
Manager follows– up with the customer for the collection of filled customer
feedback form in time. Upon receipt of customer feedback form, the same is
reviewed for the comments given by customer. If the feedback given by
customer is Average or Poor, then customer is communicated about such
ranking and necessary actions are initiated by the Quality Manager, based on
customer’s comments. Also, actions initiated for the same are informed to the
customers. Every year, customer feedback is analyzed and percentage
satisfaction level of customer is identified.
Corrective action
Procedure is documented and implemented for the corrective action. When a
8.6.2
nonconformity occurs, the ZBPL:
a) reacts to the nonconformity and, the nonconformity is reported in the
8.7
non–conforming work
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a.1) immediate action is taken to control and correct the nonconformity. As a

policy decision, all employees have been informed to stop the work
immediately as soon as nonconformity is identified;
a.2 ) the consequences of nonconformity are addressed and then appropriate
actions are taken;
b) conducts further root cause analysis to evaluate the need for action to
eliminate the cause(s) of the nonconformity, in order that it does not recur or
occur elsewhere, by:
b.1) reviewing and analysing the nonconformity;
b.2) determining the causes of the nonconformity;

b.3) determining if similar nonconformities exist, or could potentially occur;

8.7.1 c) implements identified corrective action (F/SYS/03) needed to prevent
recurrence of the nonconformity;
d) reviews the effectiveness of any corrective action taken after defined
implementation period to ensure that the corrective action taken is effective and
similar types of nonconformity is not repeated after implementation of
corrective action;

e) updates risks and opportunities determined during planning, if necessary;

f) makes changes to the management system documentation based on the
corrective action, if necessary.
Corrective actions are initiated / taken appropriate to the effects of the
nonconformities encountered.
The laboratory retains records as evidence of:

8.7.2
a) the nature of the nonconformities, cause(s) and any subsequent actions taken;
b) the results of any corrective actions.
Internal Audit
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8.7.3 ZBPL has documented and implemented procedure for internal audit. ZBPL
conducts internal audit at least once in six months to provide information on
whether the management system:
8.8 a) conforms to:
the laboratory’s own requirements for its management system, including the
laboratory activities;
the requirements of ISO/IEC 17025;
b) is effectively implemented and maintained within the laboratory

8.8.1 ZBPL:

a) plans, establishes, implements and maintains an audit program including the

frequency, methods, responsibilities, planning requirements and reporting,
which takes into consideration the importance of the laboratory activities
concerned, changes affecting the laboratory, and the results of previous audits;
b) defines the audit criteria and scope for each audit, and addresses them in the
audit plan / schedule);

c) ensures that the results of the audits, in terms of audit findings and internal
audit non–conformity report are reported to relevant management;
d) implements appropriate correction and corrective actions without undue
8.8.2 delay and retains documented information in the form of internal audit
non–conformity report
e) retains records as evidence of the implementation of the audit programme
and the audit results .
Management reviews (Option A)
The Top Management reviews management system at least once in six months,
in order
to ensure its continuing suitability, adequacy and effectiveness, including the
8.9
stated policies
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and objectives related to the fulfillment of ISO/IEC 17025 requirements.

Procedure is documented and implemented for planning and conducting
management review meeting.
8.9.1
The inputs to management review (Circular – called as MRM Agenda, are
defined and recorded, and include information related to the following:

a) changes in internal and external issues that are relevant to the laboratory;
b) fulfillment of objectives;
c) suitability of policies and procedures;
d) status of actions from previous management reviews;
e) outcome of recent internal audits;
f) corrective actions;
g) assessments by external bodies;
h) changes in the volume and type of the work or in the range of laboratory
activities;
8.9.2
i) customer and personnel feedback;
j) complaints;
k) effectiveness of any implemented improvements;
l) adequacy of resources;
m) results of risk identification;
n) outcomes of the assurance of the validity of results; and
o) other relevant factors, such as monitoring activities and training.
During the management review meeting, Quality Manager records the outputs
from the
management review in terms of decisions and actions related to at least:
a) the effectiveness of the management system and its processes;
b) improvement of the laboratory activities related to the fulfillment of the
requirements of this document;
c) provision of required resources;
d) any need for change.
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8.9.3
Detailed minutes of meeting are prepared by Quality Manager along with the
review meeting output and are approved by the Top Management. Minutes of
meeting is circulated to all concerned for taking timely actions on it as per the
action plan. Quality Manager keeps track of the action plan and ensures that the
actions are taken in a timely manner.