Quality Manual

I.
Release Authorization
This Quality Manual is released under the authority of

Shri N. K. Subramani, Dy. General Manager (I/c)
Head of the Centre
NSIC-Technical Services Centre, Rajkot
And is the property of NSIC Technical Services Centre, Aji Industrial Area,
Bhavnagar Road, Rajkot-3
Signature
Name: Shri N. K. Subramani
Designation: Dy. General Manager (I/c)
NSIC Technical Services Centre, Rajkot

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TITLE :QUALITY MANUAL

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II. AMENDMENT RECORD

Sr.No
1
Clause
No
Complete Quality
Manual
Page No
Complete Quality
Manual
Complete Quality
Manual
5
6
11
3.4
65
4.1
19
4.2.7
44
Rev. No. & Rev.

Date
Issue No.02 dt.
14-03-2011
Amendment
Reasons
Made
Issue No. 02 brought out to
meet the requirement of
Adequacy report of NABL
Issue No.03 dt.
Issue No. 03 brought out to
09-05-2011
meet the requirement of preassessment report by L.A.
Issue No.04 dt. Laboratory decided to proceed
01-10-2012
for accreditation in calibration
(Mech)
with continual
Audit
01 &
dt. improvement
observation
13-07-13
during
&effectiveness
of management surveillance
audit
system.
Rev: 01 & 23.09.13
Head Office
Audit
(New Delhi)
observation
Issue:04 & 01.10.12 Ensures that the
Audit
integrity of the observation
management
system
01 & Dt.01/10/2013
CalibraCa Calibration lab: Temp.Limit
is 200C 20C, and R.H. is
50 % 20 %. A threshold
noise level is within 60dBA,
and illumination level 450700 lux.
5.3
52
5.6.2.1
01 & Dt.
01/10/2013
Specific
requirement added
for calibration lab.
11
3.4
01 & Dt.
01/10/2013
Quality Policy &

Objective
Revised.

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observation
during
NABL Audit
observation
during
NABL Audit

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Signature
QM DGM(I/c)
III.
Section
I
II
III
1.0
2.0
3.0
3.1
3.2
3.3
3.4
4.0
4.1
4.2
4.3
4.4
4.5
4.6
4.7
4.8
4.9
4.10
4.11
4.12
4.13
CONTENTS
Contents
Quality Manual Release Authorization
Amendment
Contents
Scope
References
Definitions
Abbreviations
Distribution List
Introduction about the organization
Quality Policy and Objectives
Management Requirements
Organization
Management System
Document Control
Review of requests, tenders and contracts
Sub contracting of tests and calibrations
Purchasing services and supplies
Service to the Customers
Complaints
Control of non conforming testing and
calibration work
Improvement
Corrective Action
Preventive Action
Control of Records

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4.14
4.15
Section
5.0
5.1
5.2
5.3
5.4
5.5
5.6
5.7
5.8
5.9
5.10
6.0
7.0
Internal Audits
Management Reviews
Contents
Technical requirements
General
Personnel
Accommodation and environmental
conditions
Test and calibration methods and method
validation
Equipment
Measurement traceability
Sampling
Handling of Test Items
Assuring the quality of test results
Reporting the results
List of System Procedures
Annexure

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Scope:
This Quality manual is the apex Quality document of NSICtechnical services Centre, Rajkot, which provides the out line of the
Quality system and defines the Quality policy, objective and scope
of testing and calibration activities. It specifies roles and
responsibilities of personnel concerned with quality, organizational
structure and practices followed by Testing and calibration
laboratories based on ISO/IEC 17025:2005.
The manual guides for activities, methods and procedures followed
in the laboratories as per the international standards and other
relevant specifications as well as specifications given by the
customers.
It covers testing and calibration performed using standard methods
and/or laboratory-developed methods.
It covers the general functioning of the laboratory to improve and
maintain the Management System related to quality in the
laboratory.

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2.0
References:
General requirements for the competence of testing
calibration laboratories as per ISO/IEC 17025: 2005.

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and
3.0
Definitions:
Testing: Technical operations that consists of the determination
of one or more characteristics of a given product, process or
service according to a specified procedure
Testing Laboratory: A laboratory which measures, examines

tests, calibrates or otherwise determines the characteristics or
performance of materials or products.
Calibration: Comparison of accuracy of an instrument with

more accurate instrument by set of operations under defined
documented procedures.
Calibration Laboratory: A laboratory

calibrates accuracy of an instrument.

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which
measures,

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III.1
NABL
NSIC
NTSC
DETL
PTL
CSC
BIS
FB
FETL
FHK
FMTL
FQMR
IA
MOU
METL
NC
NCR
OP
P&A
PUR
QM
QMR
SM
SP
PWIM
WIM
WIE
WI
Cal
Cal Lab
Abbreviation:
National Accreditation Board for Testing & Calibration Labs.
National Small Industries Corporation
NSIC Technical Services Centre
Diesel Engine Testing Laboratory
Pump Testing Laboratory
Customer Service Cell
Bureau of Indian Standard
Form / Format / Feed Back
Form / Format of Electrical Testing Lab
Form / Format of House Keeping
Form / Format of Mechanical Testing Lab
Forms/Formats of Quality Management
Internal Audit
Memorandum of Understanding
Mechanical Testing Laboratory
Non Conformity
Non Conformity Report
Operating Procedure
Personnel & Administration
Purchase Department
Quality Manual
Quality Manager
System Manual
System Procedure
Product Work Instruction METL
Work Instruction METL
Work Instruction ETL
Work Instruction
Calibration
Calibration Laboratory

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3.2
Distribution List
Following are the authorized holders of the controlled copy of the
quality manual.
Controlled Copy
No.
01
02
03
04
05
06
07
08
09
10
Designation of the holder of controlled copy

Head of the Centre
Quality Manager
Head of the Diesel Engine Testing laboratory
Head of the Pump Testing Laboratory
Head of the Calibration Lab
Head of the Customer Service Cell
Head of the Administration
Head of the Accounts
NABL-1
NABL-2

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3.3
Introduction about the organization:

NSIC TSC Rajkot is one of the activities of NSIC, which became
functional in 1956, which is promoting and supporting small-scale
industries for technical and commercial matters for their
development, Sustenance and supports of all kinds. This is the
part of National Small Industries Corporation, established in the
year 1955, which is working to fulfill its mission of promoting,
aiding and fostering the growth of small scale industries and
industry-related small scale services/business enterprises is in the
country.
NSIC TSC is a Prototype Development and Training Centre
established with extensive facilities for manpower development,
common facility services, technology up gradation of SSI Sector
and creating additional facilities keeping pace with the changing
times and needs of the industry.
Under quality Augmentation Arenas various testing laboratories for
testing of materials, pump sets and diesel engines and calibration
of instruments (mechanical) have been setup. It is situated on 70
acres land in a prime industrial locality in Rajkot at detailed
address given below.
NSIC Technical Services Centre,
Aji Industrial Area,
Bhavnagar Road,
Rajkot 360 003.
Phone (0281) 2387 613
Fax
(0281) 2387 729

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3.4
Quality Policy and Objectivities:

The Quality Policy of NSIC-Technical Services Centre, Rajkot
laboratories is to maintain high standards of Accuracy, Quality,
Reliability & Confidentiality in Testing, and Evaluation &
Calibration through a planned & systematic Quality assurance
programme to the satisfaction of the customers and in line with
the International Standard ISO/IEC 17025:2005 and continual
improvement in its effectiveness by following professional
laboratory practices with the support of dedicated personnel.
NSIC - TSC Rajkot ensure that their manpower are regularly
trained to up grade individual skills to meet the current
technological trend requirements.
The Quality Objective of NSIC-Technical Services Center, Rajkot

laboratories is to provide best Quality services with high level of
accuracy in all testing and calibration activities to customers; each
time, every time and right first time, to the best of current
technological trends.
*To respond to customer complaints within two working days.
*It also provides training support to industries to upgrade their
knowledge and skills as per latest technological developments.
*To impart minimum two days training per annum to laboratory
personnel.
*To deliver error free test reports/calibration certificates to
customers in 95 % of cases.
*The customer satisfaction index to be minimum 90%.
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*All personnel concerned involved in Testing and calibrations are

familiar with the Quality Documentation and implements the
policies and procedure in their work.
Date: 01-10-2013
(Center Head)

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4. Management Requirements
4.1
Organization
4.1.1
Legal Identity: NSIC TSC Rajkot is a part of entire network of

NSIC Services; spread over India. It is a Govt. of India Enterprise
established in the year 1958 under Ministry of Industries, Govt. of
India. The legal identity certificate of incorporation is given at
Annexure-I.
4.1.2
The testing activities conducted by NSIC TSC Rajkot are in the

field of Mechanical & Electrical Testing and Calibration of
Mechanical instruments in accordance
with the requirements
of ISO/IEC 17025: 2005, associated standards, NABL 104, NABL
107, from NABL 122 and BIS & the needs of the customers.
4.1.3 Associated temporary or mobile facilities.

The Quality System in force at NSIC TSC Rajkot covers the
activities of testing and calibration carried out by the Centre in the
laboratory premises using permanent facilities of the laboratory.
4.1.4
Potential Conflict of Interest.

NSIC TSC Rajkot is involved in performing testing and
Calibration of Instruments (Mechanical) as their main activity and
having no other activities like manufacturing or other commercial
activities, hence there is no involvement or no influence or no
potential conflict of interest with the laboratory personnel, which
adversely affect the judgment and integrity of staff and quality of
work.
4.1.5 (a)
Departure from Quality Systems or Procedures:

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The laboratory is equipped with adequate technical

and managerial personnel.
The Quality Manager and Technical Managers are authorized and
provided with resources needed to carry out their duties and to
identify the occurrence of departures from the Quality or from the
procedures for performing testing or from the procedures for
performing calibration and to initiate actions to prevent or
minimize such departures.
All staff strictly adheres to documented policies and procedures
except under clearly specified conditions. Any departure with prior
approval from management with its justification are recorded as
defined in Quality system. Any departure by an employee from the
quality system without endorsement by the management are dealt
with, by the Centre Head.
4.1.5 (b)
No adverse effects on quality due to undue influences.

Laboratory has arrangements to ensure that its management and
personnel are free from any undue internal and external
commercial, financial and other pressures and influences that may
adversely affect the quality of Testing and Calibration work. All
employees strictly adhere to Quality policy and stay away from
improper influences technical, commercial or otherwise. The
remunerations are not based on the amount of Testing /calibration
work carried out. The laboratory functions are organized in such a
way that the confidence in its independence of judgment and
integrity is maintained. It work as an independent Test and
calibration house free from any internal and external influences.
The Head of the respective laboratories keep vigilance over
improper influence and bring in to the notice of the Head of the
Centre immediately. The staff with doubtful integrity are removed
from all duties related to testing and Calibration activities and
investigations carried out.

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4.1.5 (c)
Customers confidential Information and Propitiatory Rights.

The Quality System of the NSIC-TSC, Rajkot protects customers
confidential information and Proprietary Rights including
procedures for protecting the electronic storage and transmission
of results.
The NSIC-TSC, Rajkot is having procedure MSP-16 to ensure the
protection of customers confidential Information and Proprietary
Rights. Under no circumstances results of one customer are made
known to other customer. No report will be sent by fax/e-mail
without customers written and authentic request. The personnel
working in the laboratory are bound to observe professional
secrecy as regards all information gained in carrying out their
tasks and duties. The laboratory observes terms and conditions for
confidentiality and security of its practices.
4.1.5(d)
Confidence in competence, impartiality and judgment or

operational integrity.
The Quality System of NSIC-TSC, Rajkot ensures that the activities
that would diminish confidential in its competence, impartiality
judgment or operational integrity will be avoided. Laboratory has
good professional practices in their work. The competence
requirements for different cadres are given as Annexture-2.
4.1.5 (e)
Organizational Chart
Organization Chart
Laboratory Layout Plan ETL
Laboratory Layout Plan MTL (DETL)
Laboratory Layout Plan Calibration

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Annexure
Annexure
Annexure
Annexure
3
4
5
6

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4.1.5 (f)
The responsibilities, authority and interrelationships of all
personnel who manage ,perform or verify work affecting the quality of
test/calibration are as under roles and responsibilities of Heads.
(f.1) Head of the Centre
Head of the Centre will have overall responsibility to ensure smooth
functioning of all activities of the Centre and take decision for the
same.
Approval of Quality documents and amendments as and when
required before issue.
(f.2)
Quality Manager.
Ensure achievements of objectives and maintenance of

Quality Policy
Authority
and
responsibility
for
ensuring
perfect
coordination with top management regarding Quality
Activities.
Quality Audits and Reviews of all operations as against
planned/approved procedures.
Ensure complete traceability of all test and measuring
instruments used in the laboratories.
Ensure, only approved test and Calibration procedures are in
use.
Co-ordinate Quality Advisory / Consultancy activities.
Evaluation and Approval of Procedures.
Periodical Review and updating of the Quality System and
documents.
Approval and release of the deviations / concessions in
procedure to meet contingencies.
Monitor, correct and update status of all standards /
specifications documents; governing job execution.
Verifying the test results, if required.

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Analysis for improvement of the as per customer feed back

and follow up for improvement.
Follow up of corrective actions.
(f.3)
Head Customer Service Cell.
Act as interface and co-coordinator between the customers

and various laboratories.
Marketing and publicity of activities of laboratory and
periodically update the customers regarding augmentation of
facilities in testingand Calibration laboratories.
Processing the customers service request.
Customers support.
Timely response to the customers queries.
Handling, storing and identifying the customers samples/
equipments.
Finalizing test and calibration charges.
Collect test charges and issue receipt to costumers and
submit the cash collected to Account Departments on the
same day.
Issue of the Test reports/calibration certificates.
Maintenance and updating of job related documents and
database.
Ensuring the customers confidential information and
proprietary rights.
Maintaining the record of refused jobs.
Technical manager
(f.4)
Coordinate testing and Calibration services.

Upkeep of all the Equipment/Standards.
Preparing job schedule and monitoring jobs.
Ensure smoothly and efficient operation of laboratories.
Ensure compliance with test procedures as laid down in the
Quality System.
Ensuring traceability to National Standards of all
equipments.

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(f.5)
Maintenance of Equipments.
Planning and Augmentation of facilities in Laboratories.
Upkeep of equipment, sub-systems and environment.
Guidance to the customers for preparation of test samples.
Verification & Signing of test and Calibration reports.
Resolution of customer complaints.
Control of non conforming work and application of corrective
and preventive actions.
Initiations of actions for interlaboratory comparisons.
Head Administration.
Dealing with all personnel and general administration

matters.
House keeping and upkeep of laboratories and premises.
Maintaining training records
Security.
Staff welfare.
Building Maintenance and General Utilities.
(f.6) Head Accounts.
4.1.5. (g)
Account and financial matters.

Maintenance of Cash book and records.
Issue of receipts and invoices.
Annual Budget.
Maintenance and upkeep of plant register.
Coordination for Financial auditing and reports.
Adequate Supervision.
The respective head will ensure adequate supervision of all
activities taking place in the laboratories. Only competent staff is
allowed to perform the task independently. Other staff may assist.
4.1.5. (h)
Technical Management.

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Laboratory is having a Technical Manager and also responsible for

Technical operations of the Laboratory. He is also looking after
provision of resources to the respective laboratories to ensure the
required quality.
4.1.5.(i)
Quality Management:
Quality manager is appointed ,who is responsible for development
,implementation ,maintenance and improvement of management
system .he is directly reporting to top management ,where decision
of policy & resources are taken.
4.1.5. (j)
Deputy Assignment.
In the absence of Head of the Laboratory / Quality Manager, Head
of the Centre nominates the replacement time to time.
4.1.5. (k)
Awareness Meeting.
Awareness meeting / awareness programme will be organized

for the laboratory to communicate relevance and important of
their activities and how they contribute to the achievement of
the objective of the management system.
4.1.6
Communication.
The Head of the centre and Head of the laboratory will

organize inter laboratory meetings, general quality check,
general review of the feedback from for the effectiveness of the
management system. the communication mechanism is email/telephonic conversation ,issue of office memos &
personal /group interactions.
Reference:
Sr.No. MSP No
Description
01
MSP-16
Protection of confidential information.
4.2
Management System

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4.2.1.
General Description of Management System.

Management System of NSIC-TSC Rajkot is designed according to
ISO/IEC 17025: 2005 and applicable NABL criteria and is
implemented following hierarchy.
Quality Manual: Defines Quality Policy and objectives and out

line structure of Quality System of the Laboratory.
System Manual: Describes the System Procedure.
Test and Calibration Procedure: Describes methods /
procedure of test activities and responsibilities.
Support Documents: Forms, Formats, Manuals, catalogs,
standards specification, application notes, literatures, plans,
drawings, charts, and equipments logbook.
The Management System related to quality documentation of the

laboratory is communicated understood made available and
implemented by all the personnel that are responsible for
maintaining the quality of the testing and calibration activity.
4.2.2.
4.2.3.
4.2.4.
Quality Policy : Refer Quality Policy and objective at Section No. 3.4
at page no. 11
Evidence of Commitment: The top management reviews the
Management system at regular interval / review meetings
incorporate necessary changes in Management system / provide
replacement of equipment/instruments for quality output.
The top management is committed to meet the importance of
customer requirements as well as Statutory and Regulatory
requirements.

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4.2.5.
Documentation Structure
Quality Manual
System Manual
Work Instruction
Support Documents
4.2.6
Responsibility: The position responsible for implementing and

monitoring programs and policies to achieve laboratories quality
objective is already defined as per Section 4.1.5. In this manual at Page
No.14 to 16.
4.2.7 Integrity: NSIC-TSC Rajkot is involved in performing testing and

calibration of instruments as their main activity & source of revenue. The
top management maintains integrity while implementing management
system related to quality as planned.

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4.3.
Document Control:
4.3.1
General: The laboratory has established a procedure to control all

documents that form part of Quality System, both internally
generated or from external sources. The documents are in hard
copy as well as in electronic form.
4.3.1.1.
Policy: The laboratories maintain, reviews and where necessary

revises the documents to ensure continuing suitability and
compliments with applicable requirements.
4.3.1.2
Responsibility: Quality/Technical Manager:
4.3.1.3
Procedure: The Procedure for Control of document is given in the

System manual.: NTSC/RAJ/SM/SP/4.1
Documents under control: Internally Generated Documents.
Quality Manual
System Manual
Test and Calibration Procedures

Support Documents
Documents of External Origin:
4.3.2
4.3.2.1
NABL Publications
ISO/IEC 17025:2005
BIS standards
Document Approval and Issue.

Issue of Document: The Quality System documents issued are
reviewed by the Quality manager and approved by the Head of
Centre for use by authorized personal prior to issue.

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Master List of Document is maintained identifying the current

status of issue and distribution is established (File No. 09 ) and a
procedure for handling invalid and/or obsolete documents is also
established.
4.3.2.2
The procedure for control of documents ensures:

(a)
Authorized editions/issues are available at all locations

where operations essential to the effective functioning of the
laboratories are performed.
(b)
Documents are reviewed once in two year and revised to

ensure continuing suitability and compliance with the
applicable requirements.
(c)
Invalid/obsolete documents are promptly removed from all

points of issue or use and are suitably marked
(as OBSOLETE).
(d)
Invalid/obsolete documents are retained

knowledge preservation or archive purposes.
for
legal
or
4.3.2.3
Identification of Management System documents: All Management

System documents are uniquely identified. All levels of documents
are linked through relevant references.
4.3.3
Document Changes: The concerned personnel of any technical

department for improvement can initiate request for amendment to
the Quality Manual. Amendments are included after discussion
between the Quality Manager and Heads of Concern Department.
The format of Change/Amendment note is available at Annexure.1
(NTSC/RAJ/FQMR/019/FFB/002).

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4.3.3.1
Review and approval of changed documents: Prior to issue, the

changed documents of Quality System, are reviewed and approved
by the same function that performed the original review, unless
specifically designated otherwise, for use. The designated
personnel have access to pertinent background information upon
which to base their review and approval.
4.3.3.2
Identification of new text: Where practicable, the altered are new

text are identified in the document or the appropriate attachment.
4.3.3.3
Amendment of pending document, to be re-issued, by hand :

The document be amended by hand which is pending for re-issue,
as soon as applicable. The amendments are clearly marked,
initiated and dated. Authority for such amendments is same as
that of original document.
4.3.3.4.
Procedure to change and control the documents maintained in

computerized system: The detailed procedure has been established
to describe how changes in documents maintained in computer are
made and controlled.

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4.4
4.4.1
Review of
Contracts:
Requests,
Tenders
and
Policy, Procedure & responsibility: Customer Service Cell (CSC)

acts as nodal interface between the customers and the center. The
co-coordinator accepts the request and registers the job within the
capabilities of the center. If the items / technical data received
through courier / transport/registered post, then the coordinator
will register for the customer. CSC may have contract with
customers either oral or written for specific jobs. The request and
contract will be reviewed by concerned Head of the laboratory for
any discrepancies and action may be taken as per procedure laid
down. Each job for registration are checked for:
Capability to meet the requirement of the customers

including time, technology, resources, skill, and expertise
and specifications accuracy level required.
Definition, documentation, schedules and understanding of
the requirements including methods
Operation of the items/equipment
Adequate identification of the item like nomenclature, make,
model No, serial No., Working etc.
Reference to the previous contract if any
Payment and related issues
Policy: Request, tender and contract are reviewed to avoid any

discrepancies related to capability of laboratory, methods etc. and
services are provided smoothly without any dispute.
Responsibility: Heads of CSC and concerned Test and Calibration
laboratory
Procedure:
procedure
given
in
the
system
manual
NTSC/RAJ/SM/Sp/4.2 describes the acceptance of job by CSC and
review of request, tenders and contract.
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Generally payments are received from the customers towards

services rendered by NSIC-TSC. However post payment may be
accepted in regards to regular customers and jobs received from
Govt agencies.
Each job is identified by the unique No. and be referred in all

future correspondences and reports. All customer supplied items
are identified by the service request no.
List of Test charges released by Head of the Centre is referred for
billing.
Invoices are prepared based on this list, however on large contracts
and jobs not listed in the list charges are decided on case to case
basis in consultation with Laboratory Head and Head of the
Centre.
Witness of test is permitted when the customer desires however
this will not violate the confidentiality condition.
Customer supplied technical information is retained but the
samples are returned to customers as per NABL specific criteria.
4.4.2
4.4.3
4.4.4
4.4.5
Records: Records pertaining to customer contracts are retained, at

least for the period as in Section 4.13. No records of registration
are closed without the completion of the job and full payment is
received.
The clause is not applicable as laboratory do not subcontract the
work of testing and / or calibration.
The customers are informed of any deviation from the original
contract.
The amendment information of reviews is communicated to all
affected personnel.

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4.5
Sub Contracting of Test
The clause is not applicable as laboratory do not subcontract the work of

testing and Calibration.

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4.6
4.6.1
Purchasing Services and Supplies:

The Laboratory has policy and procedure for the selection and
purchasing of services and supplies, reception, storage of laboratory
consumable materials relevant for test and their uses that affect the
tests.
.
Policy: The laboratory purchases services or supplies of items, form the
competent service provider or supplier, required for testing and
Calibration.
Responsibility: Heads of laboratories and administration.
Procedure: The procedure
NTSC/RAJ/SM/SP/4.3
is
given
in
the
System
Manual
4.6.2.
The Head of the respective Laboratory ensure the purchased supplies

and consumable materials that affect the quality of tests are not used
until they have been inspected or verified as complying with standard
specifications or requirements defined in the methods for the tests /
calibrations concerned. Records of actions taken to check compliance
be maintained by the laboratory / filed as part of job file for job-specific
supplies.
4.6.3.
The purchase of reference books / standard specifications / data-books

affecting the quality of laboratory output will be reviewed and approved
for technical content prior to release by the concerned Laboratory Head.
The respective laboratory Head of user section will evaluate supplies for
critical consumables, supplies and services which affect the quality of
4.6.4.

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testing and Calibration and will maintain records of this evaluation and
list those approved.

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4.7.
Service to the Customer:
4.7.1
NSIC TSC Rajkot provides the following services to various

industries / organizations to test, qualify, the quality of products
as per the required standards, and Calibration of Instruments
(Mechanical) and within the capabilities of the centre.
Scope of services is as given at 7.2 Name of services offered by the
centre under NABL Accreditation, Annexure. 2,
Cooperation with Customers: The centre provides customers or
their representative; cooperation to clarify the customers request
and to monitor the laboratorys performance in relation to the work
performed ensuring the confidentiality to other customers.
Communication with the customer especially in long duration tests
is maintained through out the work.
Information be given about any delays or major deviations in the
performance of the tests and / or calibration.
4.7.2
The Customer feedback is used and analysed to improve the

management system, testing and calibration activities and
customer service.
The feedback is obtained in writing in the feedback form
(FQMR/018).

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4.8
Complaints :
Policy: Complaints and Customer feedback is an important source
of input to enable the laboratory to improve the quality of the
services rendered. Proper redresses of complaint build up
customers confidence in the lab & leads to satisfaction. In lieu of
above, Laboratory accord priority to look into customer complaints
& implement necessary changes to improve the service offered.
Procedure: Procedure for dealing with complaints is given under
System Manual NTSC/RAJ/SM/SP/4.4
Feedbacks from customers are taken by CSC in prescribed
feedback form. Received feedbacks are maintained in CSC.
Any communication from customer in these regards is studied in
detail even if customers statements are biased or unreasonable.
Efforts are made to remove such bias through dialogues and
written communication as the case may be.
A customer complaint / feedback are directly handled by Head of
the Centre and necessary corrective actions initiated.
If complaint points to non-compliance with quality system, that
aspect will be promptly audited & corrective action should be
taken.
If a complaint related to NABL endorsed document is not resolved
within 60 days, NABL should be notified immediately.

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4.9
Control of Nonconforming Testing and

Calibration Work :
4.9.1.
Non conformity may be identified at any of the following stages :
Quality checks.
Internal / external quality audits
Customer complaints / feed back
Routine monitoring / supervision of work
Staff observations
Report / Certificate verification
Calibration of Equipment
Any other such activities
Policy: Effectively and efficiently resolve the nonconformity occurred and

take necessary corrective action to avoid recurrence of such type of
nonconformities.
Responsibility: Quality Manager and Technical Manager / concerned Lab
Incharge.
Procedure: The procedure to control of nonconforming the Testing and
Calibration
work
is
given
under
in
System
Manual.NTSC/RAJ/SM/SP/4.5
The nonconformity work is identified at above stages and finding be
recorded by filing identification non-conformity report by the finder &
submitted to QMR with comment of head the test lab.
The evaluation of significance of Non Conforming work is made &
recorded.
The corrective action are initiated together with any decision about the
acceptability of conformity work
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The customer will be informed wherever necessary as the case of rework,

retest, and recall the test report.
In case the work was halted due to non-conformance, resumption of work

may be initiated by concerned Technical Manager/Laboratory Incharge
on the findings and recommendations.
4.9.2
Where the evaluation indicates that the non-conforming work

could recur or that there is doubt about the compliance of the
laboratories operations with its own policies and procedures, the
corrective action procedures as detailed at Cl. 4.11 is promptly
followed.

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4.10
Improvement:
The laboratory continuously improves the effectiveness of its management system
through the use of quality policy, quality objectives audits results, analysis data,
corrective action, preventive action and management review.

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4.11
11.1
Corrective Action
General: A problem with the quality system or with the technical
operations of the laboratory may be identified through a variety of
activities, such as control of nonconforming work, internal or
external audits, management reviews, and feedback from
customers or staff observations. Such problems need to be redress
through corrective actions.
Policy: To provide services of required quality to the customer to
the extent with zero mistakes and to control and prevent recur of
nonconforming work.
Responsibilities: Implementation of corrective actions: Quality
Manager, Technical Manager and Laboratory Incharge.
Monitoring effectiveness of corrective actions: Quality Manager.
Maintenance of records of corrective actions: Quality Manager.
Cause Analysis Team: Quality Manager, Technical Manager and
Laboratory Incharge, Head Customer Service, Customers and / or
external expert (if required)
Suggestion of Corrective Actions: Concerned Laboratory Incharge
and Cause Analysis Team.
Procedure: The procedure for corrective action is given under
4.11.2 Cause Analysis: The cause Analysis Team will investigate for the root
cause(s) of the problem and corrective actions will eliminate the root
cause.

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4.11.3 Selection and Implementation of corrective actions:

Concerned Laboratory Incharge / Cause Analysis Team will identify
suggest Potential Corrective Actions, to a degree appropriate to
magnitude and the risk of the problem, most likely to eliminate
problem and to prevent recurrence. Any changes resulting from
corrective action(s) will be documented.
and
the
the
the
Corrective action may include any of the following methods :

Recall/Rework to the specified requirements, if possible.
Accept with deviations permitted from customer regarding product or
corresponding specifications.
Accept with deviations permitted from quality manager regarding
quality system.
Amendment to report / certificate issued.
4.11.4 Monitoring of Corrective Actions: Centre Head will monitor the
implementation of corrective actions to ensure the effectiveness of the
corrective actions.
4.11.5 Additional Audits: Additional audits may be planned, if necessary,
when serious issue or risk involves. In such cases the Internal Audit is
carried out in accordance with procedure detailed at 4.14.

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4.12 Preventive Actions :

12.1.0.1 Potential sources of non-conformances or needed improvements either
with the quality system or with the technical operations of the
laboratory may be identified through a variety of activities, such as
control of nonconforming work, internal or external audits,
management reviews, and feedback from customers or staff
observations.
Policy: To minimize
nonconformities.
potential
sources
for
the
occurrence
of
Responsibility :
Implementation of preventive actions : Quality Manager,
Technical Manager and Laboratory Incharge
Monitoring effectiveness of preventive actions : Quality

Manager
Maintenance of records of preventive actions : Quality

Manager
Suggestion of preventive Actions: Laboratory Incharge /

Cause Analysis Team.
Procedure: The procedure for preventive action is given under System
Manual NTSC/RAJ/SM/SP/4.7
While implementing preventive action, the improvement opportunity
be identified and action plan is developed.
4.12.2
Selection and Monitoring of Preventive Actions :

Concerned Head of the Laboratory / Cause Analysis Team identify
and suggest Preventive Actions, most likely to eliminate the
problem and to prevent recurrence. Records related to preventive
action(s) will be maintained by Quality Manager and made
available for Management Review.

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Quality Manager will monitor the implementation of preventive

actions.

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4.13
Control of Records:
4.13.1
General :
The laboratory has established and maintaining the procedure for
identification, collection, indexing, access, filing, storage,
maintenance and disposal of quality and technical records. Quality
records include reports from internal audits and management
reviews as well as records of corrective and preventive actions.
Policy: Quality records, Technical records and other relevant
records should be easily retrievable on requirement, accessible
only to authorized personnel.
Responsibilities: Laboratory Incharge, Technical Manager/ Quality
Manager.
Procedure: The procedure of identification, collection, indexing,
access, filing, storage, maintenance and disposal of quality and
technical
records
is
given
under
System
Manual
NTSC/RAJ/SM/SP/4.8
The records are legible and stored and retained in such a way that
they are readily identified, retrievable, prevented from damage,
deterioration or loss.
Records are maintained securely for references, audits,
verifications etc. and will not violate the confidentiality policy of the
centre.
4.13.2
The laboratory has a practice of having hard copy records as

backup and hence there is no procedure for protecting and backup
records stored electronically and to prevent unauthorized access to
or amendment of these records.
Technical Records:
Technical records including reports, original measurement data,
computations, graphs, charts, printouts, staff records and copy of

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each Test reports issued are retained for defined period and
indexed as per procedure NTSC/RAJ/SM/SP/4.9.
Observations, data and calculations are recorded at the time they
are taken and are identifiable to the specific task.
On identification of any mistakes in the records are crossed out,
not erased, made neither illegible nor deleted, and the correct
value entered alongside. All such alteration to records are signed or
initialed by the person making correction.

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4.14 Internal Audits :

4.14.1
Internal Audits are conducted, according to predefined schedule and

procedure, of the activities to verify that its operations continue to
comply with the requirements of the Management System. During
internal audits, implementation and effectiveness of corrective and
preventive actions are also verified.
Policy: Internal audit of the activities and operations of the lab be
carried out to verify the compliance with the Quality System at least
once in a year.
Responsibility: Quality Manager is responsible for planning,
organizing and execution of Quality Audits. He also is responsible for
system review and corrective actions thereof.
Procedure: The procedure for Internal Audit is given under System
Manual.NTSC/RAJ/SM/SP/4.9
Internal Auditors: Quality Manager prepares audit schedule as per
Annexure and nominate the internal auditors with the approval of
the Head of the Centre. The auditors are trained & Qualified
personnel who are directly involved in the activity being audited.
Help of external audit agencies like certified NABL Assessors, may be
taken for the audit.
4.14.2
When audit findings cast doubts on the effectiveness of the

operations or on the correctness or validity of the test results, timely
corrective actions is taken and if necessary, notified to the customers
in case results may have been affected.
4.14.3
The records of the audits like, finding of audits and corrective actions
that arise from that, are maintained by Head of the Laboratory and
put up in Management Review.

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Additionally, unscheduled special audits may be planned based on repetition of

customer complaints.
Follow-up audit activities may be organized to verify and record the
implementation and effectiveness of the corrective actions taken for
the closer of nonconformities.

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4.14
Management Reviews :
Management Review is conducted, according to predefined schedule, to ensure

the continuing suitability and effectiveness of Quality System and
testing and calibration activities, and to introduce necessary changes
or improvements.
Policy: Continuous improvement and update of Quality System,
effective implementation of quality policies and procedures, to provide
better services. Management Review is held once a year.
Responsibility : Head of the Centre / Quality Manager
Procedure : The procedure for Management Review is given under
Management Review Committee :
The Management Review Committee has been constituted as
below:
Chairman: Head of the Centre
Convenor: Quality Manager
Members: Technical Manager
Incharge Diesel Engine Testing Laboratory
Incharge Pump Testing Laboratory
Incharge Calibration Laboratory
Head of the Customer Service Cell
The agenda for review contain the following :

Continuing suitability of policies and procedures of Quality
System.
Follow up of action points from previous review(s).
Report from managerial and supervisory personnel.

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4.15.2
Outcome of internal / external audits.

Corrective and preventive actions.
Certifications or accreditation matters.
Result of measurement assurance programmes,
laboratory comparisons or proficiency tests, if any.
Customers feedback & complaint analysis.
Changes in volume and type of work
Recommendation in improvements
Deviations/Waivers issued.
Resource and Staff trainings.
Quality Control activities.
Any other points.
inter-
Proceedings of the Management review meeting and the actions to be

taken are recorded. The decisions arising from the review are
communicated to the concerned and are followed up by Head of the
Laboratory to ensure the time bound execution.

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5.0
Technical Requirements:
5.1
General :
5.1.1
Correctness and reliability of the tests/calibration performed by

the lab, depends on many factors which include;
5.1.2
Human factors.
Accommodation and environmental conditions.
Test methods and method validation.
Equipment
Measurement traceability.
Samplings.
The handling of test Items.
Laboratory takes account of the above factors (5.1.1.), in

developing test and Calibrationmethods and procedures, in the
training and qualification of personnel and in the selection of the
equipment it uses, the extent to which these factors contribute to
the total uncertainty of measurement.

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5.2.
Personnel :
Policy: To utilize the capabilities and potential of personnel and
enhance their expertise to undertake present and anticipated tasks
of the laboratory.
5.2.1.
Management of the laboratory ensures the competence of

personnel who operate specific equipment, performs tests,
evaluating results and signs test the reports. The personnel should
be qualified, trained and experienced as the requirements of the
activities assigned to them.
5.2.2.
Training: The laboratory identifies training needs and provides

training to personnel as relevant to the present and anticipated
tasks of the laboratory. The effectiveness of Training is evaluated.
Procedure: Training procedure is given under System Manual
NTSC/RAJ/SM/SP/5.1
5.2.3
Additional and key support personnel; Laboratory may use

additional and key support personnel on employment or contract
basis. Such personnel should be competent and properly
supervised by experienced personnel so that they work in
accordance with the Quality System.
5.2.4
The laboratory maintains current job descriptions for managerial,

technical and key support personnel involved in tests and
Calibration (File No.10.)
5.2.5
Records: The laboratory maintains records of the relevant

authorization(s),
competence,
educational,
professional
qualifications, training under taken, skills and experiences of all
technical personnel including contracted personnel. ( File No. 11 ).
Responsibility: Head of the Laboratory.

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The list of readily available formats is given under System Manual

NTSC/RAJ/SM/SP/5.2
5.3.
Accommodation
Conditions:
and
Environmental
5.3.1.
The working environment is such that it not invalidates the results

or adversely affects the required accuracy of measurement.
Accommodation: Floor Plans: The Floor Plan shows the
geographical locations of various departments of the organization.
The arrangement of various departments is such that the
personnel and material movement.
Testing in the laboratory is carried out at the ambient conditions.

The temperature and humidity of Lab. are recorded twice a day at
about 11:00 AM and 3:00 PM in the log book.
Calibration Lab: is equipped with equipment for maintaining the
environment as per the NABL norms, i.e Temp. Limit is 20 0C 20C,
and Relative Humidity Limit is 50 % 20 %. A threshold noise level
is within 60dBA, and illumination level will be within 450-700 lux.
Access to labs is limited to concerned staff & CSC Personnel only,
access to other staff is subject to permission by concerned Lab
Head. Lab staff is responsible for good housekeeping practices.
5.3.2
The laboratory records the environmental conditions manually as

required by the relevant specifications, methods and procedures or
where they influence the quality of the results.

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5.3.3
Laboratory maintains effective separation between neighboring

areas in which there is incompatible activities being undertaken
and take measures to prevent cross-contamination.
5.3.4
Access to and use of areas affecting the quality of the tests is

controlled by concerned Laboratory Incharge based on
requirements and circumstances.
5.3.5.
Procedure of housekeeping in the laboratory is given under System

Manual NTSC/RAJ/SM/SP/5.3

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5.4
Test Methods and Method Validation:
5.4.1
General: The centre uses appropriate test methods for its operation
within its scope and where appropriate, an expression of
uncertainty as well as statistical techniques for analysis of test and
Calibrationdata.
Procedure includes:
5.4.2
Methods or documents, which are essentially written where

in its absence, may adversely affect the prominence of
operation. Depth of such methods is based on the extent of
knowledge and expertise available and ensures that the
details given are adequate for the intended purpose.
In case of the methods published by international, regional

and national standards are adequate and completely meet
the requirements, and then such documents need not be
rewritten, but are referred in appropriate documents. The lab
ensures that it uses the latest valid addition of a standard
unless it is not appropriate or possible to do so. When
necessary the standard are supplemented with additional
details to ensure consistent application.
Operation & use of equipment / system, storage, transport,

responsibility, sampling, sampling techniques, general
guidelines or precautions, reference documents, preparation
of item, estimation of uncertainty of measurements, analysis
of test and Calibration data and reporting the results of
measurements through test and Calibration report formats.
Selection of Methods:

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Procedures of methods adapted by the centre are appropriate to

the work, which meets the need of customer.
Methods developed by the centre based on in-house experience
gained may also be adapted after validation and customer is
informed as to the method chosen.
Wherever methods are not specified by the customer, the centre
adapts the methods recommended by the national or international
standards, methods published by journals, guidelines published by
reputed organizations such as NABL, NPL, etc. or in-house
methods which may be reflected in the report.
The lab informs the customer when the method proposed by the
customer is considered to be in appropriate or out of date.
5.4.3.
Laboratory Developed Methods: The introduction of test and

Calibration method developed by the lab. For its own use be a
planed activity and be assigned to qualified personnel equipped
with adequate recourse. Plans are up-dated as development
proceeds and effective communication amongst all personnel
involved is ensured. Wherever an activity is common, a common
procedure be issued.
5.4.4
Non Standard methods:

As far as possible, non-standard methods not be encouraged.
Standard methods are converted in to instructions up on
requirements. In case of deviations from these, customer
concurrence be obtained before use. However, it is ensured that
such deviations not endanger the centre / its policies.
Such non-standard methods / deviations are validated by the
respective Laboratory Incharge.

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In the absence of established methods, methods implied are in

agreement with the customer and it should be documented and
validated by the Quality Manager.
5.4.5
Validation of Methods :
Validation is the conformation by examination and the provision of
objective evidence that the particular requirements for specific
intended use are fulfilled.
Validation of procedures or methods be carried out by introducing
new test, extension of existing range of operations, software
developed in house, non-standard methods, amplification and
modifications of standard methods to confirm that the methods are
fit for intended use.
Validation satisfies one or more of the following which be finalized
by the validation of methods team.
Comparison of results achieved with other methods.
Inter-laboratory Comparison.
Systematic assessment of the factors influencing the result.
Estimation of uncertainty of the measurements.
Repeatability and reproducibility.
Adequacy of the test or calibration methods and procedures
derived from standard methods.
Validation of software configuration or modification.
For validation of test methods, team be comprised of at least of
Technical Manager, Laboratory Incharge of the concerned
laboratory and Quality Manager.

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Respective lab maintain a list of IS and International standards

and copies are maintained, either hard copy or in electronic media.
Controlled copies are to be made available at the user end.
The range of accuracy of the values obtained from validated
methods (e.g. the uncertainty of the results, detection limit,
selection of the method, linearity, limit of repeatability and / or
reproducibility, robustness against external influences and/or
cross-sensitivity against interferences from the matrix of the
sample / test subject as accessed for the intended use, be relevant
to the customers needs.
5.4.6
Estimation of Uncertainty of Measurement :

The measurement uncertainty of the test and Calibration results
be estimated and made known to the customer.
5.4.7
Control of Data :
Calculations and data transfers are subjected to appropriated
checks in a systematic manner.
When computers are used for the processing, recording, reporting,
storage or retrieval of test data, the lab will ensure that :
Computer programme or software is validated as described in the
validation of methods. The commercial off-the-self software ex: MS
Excel, Word processing and statistical programme etc. In general
use within their designated application range may be considered to
be sufficiently validated.
Data such as correction factor; be updated at concerned point of
use safeguarded and secured from unauthorized accesses and
changes.

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Computers are maintained to ensure proper functioning and are

provided with the environmental and operating conditions
necessary to maintain the integrity of test and Calibration.
Master copies of software or formats are retained with suitable
identification including version, issue number, if any. Master list of
approved software be prepared and updated by the respective lab.

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5.5.
Equipment :
5.5.1
The Laboratory is furnished with suitable equipment such as

standards, test and measures, test and measuring instruments,
machine, systems, environmental chambers and other equipment
to perform all functions of testing and Calibration within the scope
of services as per requirements of quality system. In cases where
the laboratory needs to use equipment outside its permanent
control, it ensures that all requirements are met.
Responsibility:
Head of the Centre: for procurement / furnishing of testing and
Calibration equipments.
Laboratory Incharge of concerned Lab: for maintaining the
equipment in order to prevent contamination or deterioration and
protect their integrity, calibration status as per defined
programme.
Quality Manager, Technical Manager and Laboratory Incharge for
validation of jigs/fixtures, utilization of external equipments.
5.5.2
Equipment and its software used for testing and Calibration are
capable of achieving the accuracy required and comply with the
specifications relevant to test concerned. Equipment used for test
and Calibration is calibrated with valid traceability. Such
Instrument, which do not need calibration but used in test and
Calibration are checked for performance. A list of instrument for
this purpose in each work area identifying the requirement of
calibration, performance check, sources of calibration etc. is made
& quality of equipment is maintained through periodic
calibration / performance check based on planned schedule.
5.5.3
The laboratory ensures that competent and authorized personnel

operate specific and sophisticated equipment and up-to-date

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instructions (or manual) on the use and maintenance of equipment

is readily available for use by the appropriate laboratory personnel.
5.5.4
The laboratory identifies each item of equipment and its software

used for testing and calibration. The lab maintains operating
instruction / maintenance manuals of equipment and made
available for use to laboratory personnel.
5.5.5
The laboratory maintains record of each item of equipment and its

software significant to the test and Calibration performed. The
record includes the following.
5.5.6.
Name of equipment / Item / its software.

Name of manufacturer, Model Number, Serial Number or
other unique identification.
Date of receipt and date of placed in service.
Accuracy or specifications.
Current location
Operating instruction/maintenance manuals and their
locations.
Details of calibration including reports/certificates due date
of next calibration.
Details of damage, malfunction, modification or repair to the
equipment.
Maintenance plan.
Details of usage.
Handling, transportation, receipt, protection, storage of test and

Calibration items/ equipments should be done as per procedure
given under System Manual NTSC/RAJ/SM/SP/5.4
The procedure takes care of all provision necessary to protect the
integrity of the test equipments.

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5.5.7.
The laboratory maintains all equipment in order to ensure that it

meets the required specifications. The lab
ensure that the
equipments should not be mishandled such as overloading, rough
use, dropping, transport or storage by wrong means.
When equipment is identified as defective, the effects of this defect
on previous tests and Calibrationare investigated and if necessary
the procedure regarding control of non-conformance work is
followed.
5.5.8.
The laboratory affix labels on equipments for its calibration

validity/current status.
5.5.9.
When the equipment goes outside the direct control of the lab
(calibration), lab ensure the following :
Ensure working/valid calibration status.

Ensure availability of manuals etc.
5.5.10
Intermediate checks are carried out to maintain the confidence in

the calibration status of the equipment and these checks are
carried out according to a defined procedure. Records are
maintained.
5.5.11
Laboratory ensures that the correction factors arising due to

calibrations are correctly updated.
5.5.12
Test and Calibration equipment, including both hardware and

software, are safeguarded from adjustments, which could
invalidate the test results.
Preventive maintenance is carried out to
breakdowns, wear and tears where necessary.

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5.6
Measurement Traceability:
5.6.1
General: Measuring equipment used for testing and Calibration are

traceable to National / International Standards. The laboratory has
an established programme and procedure for the calibration of its
equipment for continued suitability and accuracy.
(Refer SP/5.6).
Policy: To maintain the traceability of measurement to National /
International Standards.
Responsibility: The Laboratory Incharge of concerned lab is
responsible for maintaining calibration & traceability of standards
and calibration equipment used for calibration as per established
programme and schedule.
Procedure: The procedure to maintain measurement traceability is
A comprehensive list of Calibration Programme of all equipment /
standards is displayed in the lab and adhered to. In case
calibration due dates are altered for some reason, reasons for the
same be clearly documented.
5.6.2
5.6.2.1
Specific Requirements ;
Calibration & Testing:
For testing laboratories, there are some specific requirements
Applied for measuring and test equipments with measuring
functions used, unless it has been established that the associated
contribution from the calibration contributes little to the total
uncertainty of the test result. When this situation arises, the lab
ensures that the equipment used can provide the uncertainty of
measurement needed.

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Where traceability of measurements to SI units is not possible or

relevant, the same requirements, as required for calibration labs
are applicable.
5.6.3.
Reference Standards:
5.6.3.1
Reference Standards :
The procedure for maintaining calibration and traceability of
Reference Standards to the National / International standards is
5.6.3.2
Reference standards are used only for the calibration purposes

unless it can be demonstrated that their use for other purpose
does not deteriorate their performance.
Reference Materials: Reference materials, where possible, is
traceable to SI units of measurement, or to certified reference
materials. Internal reference materials be checked as far as is
technically and economically practicable.
5.6.3.3
Intermediate Checks: Intermediate checks to maintain confidence

in the calibration status of reference, primary, transfer or working
standards and reference materials are carried out according to
procedures defined under control of nonconforming testing and /
or calibration work and Internal audits
5.6.3.4
Transport and Storage: Reference Standards and are handled,

transported and stored safely, carefully in order to prevent
contamination or deterioration and protect their integrity. The
procedure is given under System Manual NTSC/RAJ/SM/SP/5.7

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5.7
Sampling :
5.7.1
Sampling is not applicable for Testing and/or calibration in our

laboratory.

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5.8
Handling of Test Items :
5.8.1.
Handling of test and Calibration items: Procedure for the handling

transportation, receipt, protection, storage, retention and / or
disposal of test items is given under System Manual
NTSC/RAJ/SM/SP/5.8.
The procedure takes care of all provisions necessary to protect the
integrity of the test Item, and to protect the interests of the lab and
the customer.
5.8.2
Identification of the test items: Procedure for identification of the

test items is given under System Manual. NTSC/RAJ/SM/SP/5.9.
5.8.3
Acceptance of Jobs : Procedure for acceptance of the test items is

given under System Manual NTSC/RAJ/SM/SP/5.10.
On acceptance of test and Calibration items any abnormality or
departures from normal or specified conditions, unsuitability of an
item for test, nonconformities to the description provided or
insufficient test requirements will be recorded and made known to
the customer for further written instructions.
5.8.4
Deterioration, loss or Damage to the Test item : Procedure for the

handling and storage of test items is given under System Manual
NTSC/RAJ/SM/SP/5.11.

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5.9
Assuring the Quality of Results.
To assure the quality of test and Calibration results Quality control/assurance

activities are carried out intermittently as per the procedure under
System Manual NTSC/RAJ/SM/SP/5.12.
The quality control / assurance approach

limited to following:
a.
b.
c.
d.
e.
f.
include, but not be
Verification of jobs in progress and checked for intended

operations.
Verification of test and Calibration reports at any stage.
Participation in Inter-laboratory comparison or proficiency
testing programmes.
Replicate testing and Calibration using the same or different
methods.
Re-testing and re-calibration of retained items / equipment.
Correlation of result for different characteristic of an item.
Quality control data is analysed and, where they are found to be outside predefined criteria, planned action be taken to correct the problem and
to prevent incorrect results from being reported.
Such quality-control-check reports are reported to the Head of the
Centre, Laboratory Incharge of Test labs. Analysis of such report
are made by Quality Department and presented by Quality
Manager during Management Review.

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5.10
Reporting the Results:
5.10.1
General: Results of the test and Calibration are reported without

ambiguities, complete, accurate, clear and in accordance with any
specific instructions in the test and Calibration methods and are
reported in full and not in partial. It will not deviated or suppress
any activities carried out within the centre / through subcontract
and its results.
Results of test and Calibration carried out by the lab are issued to
customer in the from of test and Calibration report uniquely
identified by job number.
The report are issued as per procedure under System Manual
NTSC/RAJ/SM/SP/5.13
5.10.2
Test and Calibration Reports : Test and Calibration report contains

the following information:
a. A title of the report as Test Report or Calibration Report.
b. Name, address of the laboratory and location where test were
carried out, if different from address of the Centre.
c. Report number for identification on each page, page and total
number of pages.
d. Name and address of the customer.
e. Identification of test and Calibration method used.
f. Description of the item tested/calibrated including identification
such as make, model number, serial number etc.
g. Date of receipt of test and Calibration items and date of
completion of test/calibrated performed.
h. Measurements, examinations, environmental conditions and
derived results supported by tables, plots, graphs, as appropriate.
i. Signature and identification of persons designated for issue of
reports.

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j. Statement to indicate that the results relate only to the items

tested and not to be reproduced except in full without the written
approval of the centre.
5.10.3
Test and Calibration Reports:

In addition to information given at 5.10.2 the testand Calibration
report should have the following information, where if it is
necessary :
a. Deviation from, addition to, or exclusions from the test and
Calibration method, and information on specific test and
Calibration conditions, such as environmental conditions.
b. A statement of compliance/non compliance with requirements
and / or standards or specifications used.
c. Statement of estimated uncertainty of the result.
d. Where appropriate and needed, opinions and interpretations.
e. Additional information, which may be required by specific
methods, customers or group of customers.
5.10.4
Opinions and Interpretations :
5.10.5
Opinions or interpretations are given only on the request of

customer.
Electronic Transmission of Results: As far as possible, the Test and

Calibration reports will be handed over to customer along with
equipment/components duly tested/calibrated.
However on the written request from the customer the
reports/results may be sending by Telex/Fax/e-mail/softcopy on
floppy with the written permission of Head of the Centre.

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5.10.6
Format of Reports : The format of the Reports are given under

System Manual NTSC/RAJ/SM/SP/5.14.
The formats of reports are designed to accommodate each type of test
and Calibration carried out and to minimize any type of ambiguity.
Lay-out of the reports are prepared, with standardized headings, in
such a way so that the presentation of data is easy to understand by
reader.
5.10.7
Amendment of Test and Calibration Report:: The procedure for

amendment of Reports are given under System Manual
NTSC/RAJ/SM/SP/5.15.
The amended of report, wholly or partially, are clearly identified and
have reference to the original.
`

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6.0
LIST OF SYSTEM PROCEDURES
Sl No.
Description
LIST OF SYSTEM PROCEDURE
NTSC/RAJ/SM/SP/4.1
Procedure of Control of Documents
Procedure Review of Requests
NTSC/RAJ/SM/SP/4.2
(Acceptance of Job), Tenders &
Contract
Procedure for Selection of
NTSC/RAJ/SM/SP/4.3
Purchasing Service & Supplies
Procedure for Dealing with
NTSC/RAJ/SM/SP/4.4
Complains
Procedure for Control of NonNTSC/RAJ/SM/SP/4.5
Conforming Testing & Calibration
Work
NTSC/RAJ/SM/SP/4.6
Procedure for Corrective Action
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NTSC/RAJ/SM/SP/4.7
NTSC/RAJ/SM/SP/4.8
NTSC/RAJ/SM/SP/4.9
NTSC/RAJ/SM/SP/4.10
6.0
Procedure for Preventive Action

Procedure for Identification,
Collection, Indexing, Access, Filing,
Storage, Maintenance, Disposal of
Quality & Technical Records
Procedure for Internal Audit
Procedure for Management Review
LIST OF SYSTEM PROCEDURES (Cont)
Sl No
NTSC/RAJ/SM/SP/5.1
NTSC/RAJ/SM/SP/5.2
NTSC/RAJ/SM/SP/5.3
NTSC/RAJ/SM/SP/5.4
NTSC/RAJ/SM/SP/5.5
NTSC/RAJ/SM/SP/5.6
Description
Procedure for training of staff
List of available Formats
Procedure for House Keeping
Procedure
for
Handling,
Transportation, Receipt, Protection,
Storage of Test and/ or Calibration
Items/ Equipments
Procedure
for
Maintaining
Measurement Traceability
Procedure for Maintaining Calibration
& Traceability of Reference Standards
& Materials

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NTSC/RAJ/SM/SP/5.7
NTSC/RAJ/SM/SP/5.8
NTSC/RAJ/SM/SP/5.9
NTSC/RAJ/SM/SP/5.1
0
NTSC/RAJ/SM/SP/5.1
1
NTSC/RAJ/SM/SP/5.1
2
NTSC/RAJ/SM/SP/5.1
3
NTSC/RAJ/SM/SP/5.1
4
NTSC/RAJ/SM/SP/5.1
5
Procedure for Transportation & Storage

of Reference Standards & Materials
Procedure
for
Handling,
Transportation, Receipt, Protection,
Storage Retention, Disposal of Test
and/or Calibration Items
Procedure for Identification of Test &
Calibration Items
Procedure for Acceptance of Test &
Calibration Items
Procedure for Protection of Test &
Calibration Items for Deterioration,
Loss or Damage, Handling, Storage of
Calibration Items
Procedure for Quality of Test &
Calibration Results, Quality Control/
Assurance Activities
Procedure for Issuing Test Reports
and / or Calibration Certificate.
Procedure for Preparation of Formats of
Test Reports / Calibration Certificate.
Procedure for Amendments of Test &
Calibration Certificates

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Annexure 1
NTSCRAJ/FQMR/019/FFB/002
7.1
FORMAT OF CHANGE/AMENDMENT NOTE
Name of Testing Laboratory

Suggestions
Reason for suggestions
Name of effecting Testing Laboratory
Remark
Name
Signature
Date
Quality Manager
Approving Authority

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7.2
Annexure 2
NAME OF SERVICES OFFERED BY

CENTRE UNDER NABL ACCREDITATION
1.
THE
Mechanical Testing Laboratory (METL)

a. Diesel Engine Testing Lab (DETL)
Groups:
1.
Performance Tests
Group: 1. Performance Test

1. Performance & Type Test of diesel engine as per IS-10001,IS10002,IS-11170
Preparation of Engine for testing on hydraulic
dynamometer
Preparation of Engine for testing on rope & pulley
Preliminary Run
Twelve Hour rating Test
Fuel Consumption test
Governing test
Endurance tests
Dimensions & wear

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7.2
NAME OF SERVICES OFFERED BY THE

CENTRE UNDER NABL ACCREDITATION (Cont)
2. Electrical Testing Laboratory (ETL)

a. Pump Testing Lab (PTL) (SPTL)
Groups:
1. Rotating Electrical Machines
Group: 1. Rotating Electrical Machines

Product / Material
Standard Specification
1. Induction motors
IS 325 (1996),
IS 7538 (1996)
2. 1Ph Induction motors and Universal motors
IS 996 (1979)
3. Submersible pump set
IS 8034 (1989)
4. Mono set
IS 9079
(1989)
5. Self priming pumps
IS 8418 (1999)
6. Self priming Regenerative pumps
IS 8472 (1998)
7. Open well Submersible pump set
IS 14220 (1994)
8. Submersible motors
IS 9283 (1995)
9. Centrifugal pumps
IS 6595 (2002 )
10. Diesel Monoblock Set
IS 11501
11. Foot Valve
IS 10805
Group: 1. Rotating Electrical Machines

1.
2.
3.
4.
5.
6.
7.
Marking
Terminal Marking
Earthing
Measurement of Stator Resistance
No Load test at Rated Voltage
Reduced voltage Running up test
Full Load test
a. Full load test
b. Duty & Rating
c. Torque

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8. Momentary overload test

9. Temperature Rise Test at Rated Voltage
10. Temperature Rise Test at Reduced Voltage
11. Locked Rotor test
12. High Voltage test
13. Insulation Resistance test
14. Vibration test
15. Pump performance test
Pump performance test Guarantee of Performance
Pump performance test Measurement of Rate of Flow
using Vee Notch tank
Pump performance test Measurement of Rate of Flow
using Volumetric tank
Pump performance test Delivery Head measurement
(Pressure Gauge)
Pump performance test Suction Head measurement
(Vaccum Gauge)
Pump performance test Measurement Power by Two
wattmeter system
16. Hydrostatic test
17. Direction of rotation
18. Leakage Current Test
19. Housing test
20. K value test
21. Checks for Internal Threads
22. Priming time
23. Impeller & Rotor Balancing
24. Construction details
25. Surface finish of Rotor Shaft
26. Measurement of Shaft Extension
27. Construction and Workmanship
28. Checks against Document
29. Surfaces and gaps
30. Pressure test (static & Dynamic)
31. Checking of Creepage and Clearance distances

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7.2
NAME OF SERVICES OFFERED BY

CENTRE UNDER NABL ACCREDITATION
3. Calibration Laboratory (Mech)

Group: 1.
Vernier Caliper 0-300 mm
Height Gauge
Depth Gauge
Micrometer (LC 10 Microns)
0.100 mm
100-150 mm
Slip Gauge (Workshop Gradel Metric)
Dial Indicator (LC 10 Microns)
Dial Indicator (LC 1 Microns)
Plug Gauge
Snap Gauge (without adjustment)
Snap Gauge (with adjustment)
Feeler Gauge
Thread Plug Gauge
Bore Gauge Dial Indicator (LC 10 Microns)
Bore Gauge Dial Indicator (LC 1 Microns)
Pressure Dial Gauges
Vacuum Gauge

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THE
NSIC Technical Services Centre, RAJKOT.

ORGANISATION CHART
HEAD OFFICE (New Delhi)
Centre Head
Quality Manager
Technical
Manager
Incharge
Calibration
Laboratory
Incharge
DIESEL
ENGIE
TESTING
LABORATOR
Y
C.S.C.
Technicians

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Incharge PUMP
TESTING
LABORATORY
Technicians

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Technicians

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7.4
Annexure 5
Site Layout Plan
MECHANICAL
& CHEMICAL
TEST LAB
NSIC
GODOWN
CALIBRATION
LAB
HOSTEL
GEOGRAPHICAL LOCATION OF VARIOUS DEPARTMENTS
MECHANICAL
TEST LAB
DETL
SHEET METAL
WORKSHOP
WOOD WORKING
WORKSHOP
Bhavnagar
Road
ELECTRICAL
TEST LAB
SPTL
OFFICE
MAIN
BLDG
CANT
EEN
GATE
80 Feet Road

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Annexure 6
Laboratory layout Plan METL (DETL)
BED
No 5
BED
No 6
7.6
BED
No 7
BED
No 4
BED
No 8
BED
No 3
Store Room
WC
DOOR
DOOR
DOOR
BED
No 1
BED
No 10
BED
No 9
BED
No 2
Operator Room
DOOR
DOOR
Engine Dismantle Room
DOOR
DOOR
Date: 01/10/2013
DOOR DOOR
Office 2
Supervisor Room
Not in Use

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Engine
Dimensioning Room
Office 1
Quality Manager

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Annexure 7
Equipment layout Plan ETL (SPTL)
Lab Eqipment
7.7
V Notch Tank
Door
Pump
Bed
Gauges
Electric
Main
Transformer
1 & 3 Ph. Testing Panel
Man
Hole
Door
Door
Water Sump
Office 2
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Pipe Stand
7.8 Equipment layout Plan CALIBRATION

LABORATORY
Annexure 7
PLATE FORM FOR INSTRUMENTS / EQUIPMENTS
A C
aac
PLATE FORM FOR INSTRUMENTS / EQUIPMENTS
A C
Electric Panel
Surface
Plate
GLASS DOOR
Door
MAIN SHUTTER
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I.

This Quality Manual is released under the authority of

NSIC Technical Services Centre, Rajkot

Issue Date: 01/10/2012

TITLE :QUALITY MANUAL

II. AMENDMENT RECORD

Rev. No. & Rev.

Quality Policy &

NSIC Technical Services Centre, Rajkot

Issue Date: 01/10/2012

TITLE :QUALITY MANUAL

NSIC Technical Services Centre, Rajkot

Issue Date: 01/10/2012

TITLE :QUALITY MANUAL

NSIC Technical Services Centre, Rajkot

Issue Date: 01/10/2012

TITLE :QUALITY MANUAL

NSIC Technical Services Centre, Rajkot

Issue Date: 01/10/2012

TITLE :QUALITY MANUAL

NSIC Technical Services Centre, Rajkot

Issue Date: 01/10/2012

TITLE :QUALITY MANUAL

NSIC Technical Services Centre, Rajkot

Issue Date: 01/10/2012

TITLE :QUALITY MANUAL

Testing Laboratory: A laboratory which measures, examines

Calibration: Comparison of accuracy of an instrument with

Calibration Laboratory: A laboratory

NSIC Technical Services Centre, Rajkot

Issue Date: 01/10/2012

TITLE :QUALITY MANUAL

NSIC Technical Services Centre, Rajkot

Issue Date: 01/10/2012

TITLE :QUALITY MANUAL

Designation of the holder of controlled copy

NSIC Technical Services Centre, Rajkot

Issue Date: 01/10/2012

TITLE :QUALITY MANUAL

Introduction about the organization:

NSIC Technical Services Centre, Rajkot

Issue Date: 01/10/2012

TITLE :QUALITY MANUAL

Quality Policy and Objectivities:

The Quality Objective of NSIC-Technical Services Center, Rajkot

*All personnel concerned involved in Testing and calibrations are

NSIC Technical Services Centre, Rajkot

Issue Date: 01/10/2012

TITLE :QUALITY MANUAL

Legal Identity: NSIC TSC Rajkot is a part of entire network of

The testing activities conducted by NSIC TSC Rajkot are in the

4.1.3 Associated temporary or mobile facilities.

Potential Conflict of Interest.

Departure from Quality Systems or Procedures:

NSIC Technical Services Centre, Rajkot

Issue Date: 01/10/2012

TITLE :QUALITY MANUAL

The laboratory is equipped with adequate technical

No adverse effects on quality due to undue influences.

NSIC Technical Services Centre, Rajkot

Issue Date: 01/10/2012

TITLE :QUALITY MANUAL

Customers confidential Information and Propitiatory Rights.