Education
...aining ü Inadequate resources ü Any noncompliance identified during an internal or external quality audit ü Customer complaints / suggestion ü Nonconforming deliveries from suppliers ü Any other weak area or activity which can affect the quality management system. A CPA request can be initiated by any person, of DIT24 by reporting it through Corrective and Preventive Action request . Preventive Actions Preventive actions are taken to eliminate any potential causes of non-conformity. The objective is to provide a means for detecting any problem in services and/or Quality Management System and thus to prevent the occurrence of a nonconformity. The need for preventive action is brought out by analysis of the following information: ü Findings of internal or external audits ü General observation ü Customer feedback ü Any other issues, problems or events Identification of Nonconformity or Suggestions for Improvement Every person in the organization is given access to the Corrective and Preventive Action request and encouraged to use it for above mentioned purposes. The person identifies the problem / suggestion related with nonconformity or performance. MR receives the CPA request from the initiator, enters it into CPA-Log and assigns a CPA #, marks the CPA request to the concerned person for root-cause analysis or proceeds all the way by himself if related to him. The proposed corrective / preventive actions are recorded by the assigned person. MR assigns the proposed action to suitable person for implementation. On or after the target date, MR inspects the implementation. If action is taken and found effective, MR verifies it and closes the CPA request . In case action is not taken or action is taken but not found effective, MR raises another CPA request while closing this CPA request with new CPA number mentioned on it. Related Documents: q Corrective and Preventive Action Request q Corrective and Preventive Action Now the detail of procedures of two departments (“DOCUMENT MANAGEMENT DPARTMENT” AND “SOFTWARE DEVELOPMENT DAPARTMENT” is as under: DOCUMENT MANAGEMENT DEPARTMENT List of Process SR# Name Description 1 Training Train operators according to the client’s data specification to achieve the quality data through training of operators 2 Data Manipulation Processing of data to achieve the quality of data as required by the client 3 Software Customization Data Entry Application's customization as per project to maintain all fields in the application as per project requirements 4 Utility Development Expedite the Document Management (Data Entry) Work SOP OF TRAINING 1. PURPOSE Train operators according to the clinest’s data specification. 2. Scope To achieve the quality data through training of operators 3. Responsibility § Incharge Document Management. § Document Management Supervisor 4. Procedure § Incharge Document Management briefs Supervisors about “Processing Conventions” which are received from client. § Supervisors thoroughly check sample data and send data quiries/observations to Incharge Document Management who forwards them to client by email. § Supervisors receive answers of quiries from Incharge Document Management through client and then compile answers for Operator’s training. § Supervisors compile the Training Manuals as per project requirements for Operators. § Supevisors prepare supporting presentations if required , in the form of Word or Excel documents for training by using sample images and “Processing Conventiosn”. § Supervisors start training of Operators according to the “Processing Conventions” defined by the client. § Supervisors and Incharge Document Management ensure that every Operator is updated with “Processing Conventions” and fill Training Record. § If any new “Processing Conventions” are received from the client, Supervisors are responsible to update Operators and record is maintained. § Incharge Document Management provides the training to the Supervisors. 1. Related Documents Ø Images Ø Training Manuals Ø Supporting presentations Ø Training Record SOP OF DATA MANUPULATION 2. Purpose o Processing of data o To achieve the quality of data as required by the client 3. Scope Complete the project according to time frame set by client in project contract 4. Responsibility § Incharge Document Management § Supervisors Document Management § Document Management Operators 4. Procedure · Supervisors Document Management (Supervisors) receive images in different formats such as tiff, txt, pdf, wpd, doc etc. from Incharge Document Management which he receives from client via ftp, email, on CDs and HDs etc. Supervisors update Data Received Report . · Supervisors check the data format thoroughly against the data format which client agreed in contract. If the data format does not comply with the agreed format. Incharge Document Management informs the client about it. · Incharge Document Management forwards the Data Received Report to client through email. · Supervisors hand over the data (images) to Technical Services Group (TSG) for backup. · TSG takes the backup of data and hand over to our department (DMD) which we store after pasting the proper tag. · Incharge Document Management receives “Processing Conventions” (requirement of clients for processing of data) from client. · Supervisors review the received images and “Processing Conventions” and prepare questions which need clarification regarding processing of images. · Incharge Document Management sends these queries to the client. · Client replies to the queries. This process may be repeated till all queries are resolved. · Supervisors register the data and perform following steps during registration: · A new dataset (batch) is created for registration of fresh data. · Input files are added in a buffer where they are compared with the previously available data for duplication if required. If duplicates are found, they are highlighted in a separate color and are blocked from getting registered in the next step. A list of duplicate files is sent to the client for information. · Data is then registered in the respective dataset (folder). · After registration of data, Supervisors update log sheet of Data Registration Report. · Supervisors assign data to Operators for discarding (i.e. hiding the unnecessary images if required) and then update Data Assignment Report. If any irrelevant or blank pages are found, Operators discard them. Any badly scanned pages are marked as “Badly Scanned” which is indicated in the application. · Supervisors assign data to operators for processing and update the Data Assignment Report. · Supervisors train Operators by as per follow as SOP of Training. · Operators process the data according to “Processing Conventions” and format styles set by the client. · Operators update their production in User Production Report . · Supervisors update log sheet of Operator’s daily progress in User Daily Production Report. · Supervisors also update log sheet of Cumulative Production Report . · Quality Control Supervisors assign data to Quality Control (QC) Operators for data consistency check and update Data Assignment Report . · Quality Control Supervisors marks as Quality Checked Data (QCED) if the Quality of Data complies with “Processing Conventions”. Otherwise, it is bounced back for re-processing to Document Management Operator (if necessary, i.e. in case of major mistakes). · Quality Control Supervisor updates log sheet of Quality Control (QC) Report. · Quality Control Supervisor informs about the Quality Checked data to Incharge Document Management for shipment. · Incharge Document Management ships processed data to the client through the agreed mode of data shipment. · Incharge Document Management informs the Supervisors about data shipment. Supervisors mark as “SENT” in the Shipment Status Reports. · If the data is bounced back from the client, the Incharge Document Management informs the supervisors about it. Supervisors update Data Bounced Back Status Report and take necessary actions (i.e. assigning for reprocessing and/or quality checking). After rectification, Incharge Document Management reships the corrected data to the client. 5. Related Documents o Data Received Report o Data Registration Report o Daily Data Assignment Log o User Production Report o User Daily Production Report o Cumulative Production Report o Quality Control (QC) Report o Shipment Status Report o Data Bounced Back Status Sop of software customization The requirements or needs some other changes as per “Processing Conventions”. The Supervisors also fill the Application Testing Report. o Software Engineer removes bugs if indicated by Supervisors and again gives to Supervisors for thorough checking. o If the application is found to comply with the required changes, The Supervisors inform the Incharge Document Management and Software Engineer. Incharge Document Mangagemnet asks the Supervisors to update Application on all workstations. o If the Application requires additional changes, the Supervisors inform the Software Engineer and this process is repeated till the Application compiles with the required changes. Related Documents Ø Software Customization Requirements Ø Application Test Report Ø Data Model SOP FOR UTILITIES DEVELOPMENT 1. Purpose To Expedite the Document Management (Data Entry) Work 2. Scope Development the utilities to assist the Document Management Department 3. Responsibility o Incharge Document Management o Document Management Software Engineer 4. Procedures 1. Analysis § Software Engineer discusses with the Incharge Document Management and defines the scope of the utility and docunemt it in the Utility Specification § Software engineer defines the detailed features, requirements and modules involved in the utility and record in the Utility Specification 2. Design § Software Engineer designs the Data model on the basis of requirements, if necessary. § Software Engineer desings the prototype for the utility, if necessary. 3. Development · Software Engineer writes the code for the utility and develops it according to the prescribed Utility Specification and requirements · Software Engineer tests the utility as per desired feature and requirement · Software engineer handsover the utility to Incharge Document Management to ensure the efined features and requirements are developed · Incharge Document Management passes utility to Supervisore(s) for detailed testing as per requirements and features. · The Supervisors inform Software Engineer if there are some bugs or if additional improvements are required within the defined features and requirements etc and also fill the Application Test Report. 5. Related Documents Ø Utility Specifications Ø Data Model Ø Application Test Report SOFTWARE DEVELOPMENT DEPARTMENT SOP FOR ANALYSIS IN SOFTWARE PROJECTS LIST OF PROCESSES Process Description Project Scope Estimation Assessment of the scope of work, resource requirements and the time-frame required for the execution of the project Analysis System and requirements analysis, gathering, documentation and specification Project Review Periodic review of project, to assess progress and discuss project issues Design Development of a system/software design, based on specified requirements Development Development of software, based on specified requirements and design Post-Project Review Project review after closing, by the management and the project team, to share experiences, observations, and providing suggestions for future and/or taking necessary actions, if necessary PROJECT SCOP ESTIMATION 5. Purpose q To define project scope in terms of time, work and resource requirements, based on existing expertise and resources 6. Scope q The procedure will be followed for all software projects. 7. Procedure Ø ENTRY CRITERIA q A Request for Proposal (RFP) is received from client, requiring a software proposal for the project, or Ø INPUT q Request for Proposal and/or q Initial specification or requirements Ø OUTPUT q Project Plan Ø EXIT CRITERIA q All output specified above is created Ø RESPONSIBILITY q Project Manager q Developer(s) (assigned by the Project Manager) Ø PROCESS q The estimation process will be initiated with a request for software proposal or estimates for a software project q The project manager will review the project request and related document(s) received from client, if any q If required, the project manager will share the project information with other resource(s) and will hold discussion(s) with assigned resources q Queries will be compiled and sent to the client for further elaboration. The communication channel used to communicate with the client for elaboration purposes however may vary, including email, telephone, internet chat (MSN) etc. q Based on available information, a tentative project plan will be prepared. The plan will include all project tasks and activities that form a part of the project scope. The plan will additionally include schedule of tasks and project resource(s) (team) requirements. The time and resource estimates will be prepared on the following basis: o Available project information and scope o Available expertise and skill level o Past experience Ø RELATED DOCUMENTS q Project Plan q Any relevant document(s) received from client PROJECT REVIEW 8. Purpose q To ensure that software requirements analysis is performed to clearly understand the software problem and requirements for the project. 9. Scope q The procedure for Analysis will be applied to a software project, if Analysis is included in the scope of work. 10. Procedure Ø ENTRY CRITERIA q A project is initiated and a software project team is formulated q A software project plan, including Analysis activities is prepared and submitted to the Analyst Ø INPUT q Communication and documents from client Ø OUTPUT q Problem Statement q Vision Document (high level and prioritized software features) q System Architecture q Data Model or Entity Relationship Diagram (ERD) q Process Diagrams q Data Dictionary q Use Cases q Requirements Specifications Document (RS) q Functional Specifications (a separate document or as part of RS) q Analysis Checklist Form (used during and after Analysis to facilitate and verify quality of analysis) Ø EXIT CRITERIA q Analysis is complete and reviewed Ø RESPONSIBILITY q Analyst Plan and conduct analysis q Project Manager / Team Lead Process and document review Ø PROCESS Initiation q The process is initiated on the date as specified in the project plan, and/or on the request of the project manager q The analyst starts analysis by examining existing project material q Establishes initial contact with client Problem Analysis q Sends the Problem Statement Form to the client to obtain the official problem statement for the project q Study the existing system of the client (current implementation as against the proposed system) and context q Outline the problems and opportunities (possible enhancements or improvements) in the existing system Needs Analysis q Derive a prioritized, high level features list from the client, for the proposed system, through communication and facilitation q Prepare (or obtain from client where possible or appropriate) a vision document of the proposed system Software Requirements Analysis q Identify software scope (what is and is not a part of the proposed system) q Identify project constraints (technology, hardware, environment etc.) q Identify system roles and usage requirements q Describe data requirements (software data model) q Describe software functional/feature requirements q Outline interface requirements (software, hardware etc.) q Identify any other special considerations or requirements for the software q Fill the Analysis Checklist Form document activities performed and related comments Ø RELATED DOCUMENTS q Project Plan q Relevant project communication and documents from client q Problem Statement Form q Vision Document q Use Cases q Software Requirements Specifications (RS) q Functional Specifications q Data Model q Data Dictionary q Analysis Checklist Form 1. Purpose 1.1. To ensure that all projects are periodically reviewed during execution. 2. Scope 2.1. All projects will be reviewed through this procedure during execution. 3. Procedure 3.1. Entry Criteria 3.1.1. A project is initiated and is being executed. 3.2. Input 3.2.1. Project Status Report 3.2.2. Project Issues 3.2.3. Project Plan 3.2.4. Any other project document 3.3. Output 3.3.1. Minutes of the Meeting 3.4. Exit Criteria 3.4.1. Meeting held, and minutes dist...