HIGH-CURE RESEARCH LABORATORIES

INTEGRATED SYSTEM PROCEDURES

TITLE: PERFORMANCE EVALUATION
DEPARTMENT: QUALITY ASSURANCE
Document No.: HC/QA/ISP/009 Issue No.: 01 Revision No.: 00

9 PERFORMANCE EVALUATION
9.1 Monitoring, measurement, analysis and evaluation
9.1.1 General
The methods by which the processes are monitored, measured, analyzed, and evaluated are based on
the following parameters to ensure valid results:
a) Electricity consumption
b) Non-conforming products
c) IMS Objectives
d) Training effectiveness related to IMS
e) Environmental Aspects and Impacts
f) Risk Assessment and Plan
g) OH&S Risk Assessment
h) Internal/External audits
i) Management review meeting
j) Waste generation /disposal
k) Fuel Consumption
l) Employee Injuries
m) Customer complaints
n) External providers evaluation

The frequency of monitoring, measurement, analysis, and evaluation shall be determined based on
risk assessment, product criticality, regulatory requirements, and the nature of the process or activity. It may
range from daily checks to periodic reviews.
All monitoring, measurement, analysis, and evaluation outputs shall be documented, analyzed, and
reviewed to ensure the effectiveness of the IMS in achieving intended results and to identify opportunities
for improvement in all three management systems (quality, environmental, and occupational health and
safety).
9.1.2 Customer Satisfaction
High Cure Research Laboratories’ management monitors information relating to customer perception of
continual ability to fulfill their requirements.
 HIGH-CURE RESEARCH LABORATORIES
INTEGRATED SYSTEM PROCEDURES
TITLE: PERFORMANCE EVALUATION
DEPARTMENT: QUALITY ASSURANCE
Document No.: HC/QA/ISP/009 Issue No.: 01 Revision No.: 00

The formal survey shall be conducted at the end of every year through the distribution of the
customer satisfaction survey questionnaire to all customers, the distribution could be done by fax, mail,
email, or direct contact. Criteria for acceptance or rejection of customer feedback analysis will be as follows;
➢ Not Acceptable: below 60
➢ Good: 61-80
➢ Excellent: 81-90

The Manager Marketing and Manager Quality Assurance study these forms. The unsatisfactory
cases (less than 3 points) and/or if the overall rating falls under 60, shall be considered as customer
complaints and take the necessary actions to solve the problem through the corrective and preventive action
procedure. The director reviews the suggestions of Manager Quality Assurance and Manager Marketing and
takes steps to enhance customer satisfaction. When these forms are circulated to customers next year and
their feedback is received it is again converted to a Numerical number to see the enhancement of the
customer's satisfaction. As a measure of performance, this numerical number should have an increasing
trend.
Customer satisfaction level analysis shall be submitted in the management review meeting as per the
Management Review procedure. Customer feedback shall be considered as a key component of continual
improvement and describes its integration into that process. The result of the satisfaction survey or customer
feedback shall be addressed in the Management Review Meeting.

Supporting Documents
 Customer Feedback Form (HC/QA/F-047)

9.2 Internal audit

9.2.1 General:
Management Representative shall prepare the list of internal auditors and approval from the CEO.
The internal auditors shall be selected from the different functional departments within the organization
based on their experience, training, and professional skills. They shall be then trained on auditing skills by
sending them to training courses, seminars, and/or conducting internal training sessions. Management
Representative shall maintain training records/ certificates of the auditors participating in audit activities.
 HIGH-CURE RESEARCH LABORATORIES
INTEGRATED SYSTEM PROCEDURES
TITLE: PERFORMANCE EVALUATION
DEPARTMENT: QUALITY ASSURANCE
Document No.: HC/QA/ISP/009 Issue No.: 01 Revision No.: 00

9.2.2 Audit Frequency and Planning

Management Representative shall prepare the “Internal Audit Schedule” (HC/QA/F-48) at the end
of December every year. CEO shall approve the “Internal Audit Schedule”. Internal audits shall be carried
out at least once a year.
Two weeks before the proposed audit date, the Management Representative will prepare the “Internal Audit
Plan” (HC/QA/F-49). The internal audit schedule lists all the activities corresponding to the Integrated
Management System, mentions the audit scope, criteria and identifies locations where these activities are
taking place, the time of audit for each activity, and which has taken into consideration the IMS importance
of the processes concerned, changes affecting the organization, and the results of previous audits.
The auditor/s for a specific department shall be selected to ensure they are not directly responsible for its
operation. The Internal audit plan (HC/QA/F-049) shall approved by the CEO and then distributed to all the
concerned Departments by the Management Representative.
9.2.3 Audit Execution
Before starting an audit, the auditors ensure the possession of:
a. Internal Audit Schedule
b. Audit Checklist
c. Last Audit Reports
d. Relevant IMS Procedures
e. Copy of ISO 9001:2015: 14001:2015 and 45001:2018 standards

The audit shall begin with a briefing to the management on the methodology of the audit, its scope, and
any administrative arrangements required. While conducting the audit, the auditors shall seek to:
a. Determine whether documented procedures and instructions meet the requirements of the standards.
b. Verify the data and records generated as evidence of activities are examined for compliance with
specified procedures.
c. In addition, the auditors make it a point to talk to personnel performing various tasks to ascertain
whether they understand the procedures and instructions, and are following these.
d. Auditors observe tasks being carried out, to see whether these conform to specified norms and
procedures of the Integrated Management System.

When an auditor observes non-conformity in the system, all relevant information shall be examined
carefully and details of non-conformance shall be recorded with reference (standard/ procedure Clause) and
 HIGH-CURE RESEARCH LABORATORIES
INTEGRATED SYSTEM PROCEDURES
TITLE: PERFORMANCE EVALUATION
DEPARTMENT: QUALITY ASSURANCE
Document No.: HC/QA/ISP/009 Issue No.: 01 Revision No.: 00

evidence. The responsible Departmental Head shall be communicated with such observations. Evidence of
non-conformity and the Departmental Head's concurrence shall be recorded on the audit checklist to avoid
controversy.
On completion of the audit, a closing meeting shall be arranged with the concerned departmental Head
(auditee) to review and agree on the identified findings. Appropriate corrective measures shall also be
discussed.
9.2.4 Audit reporting, corrective action and follow-up
After the completion of the audit, the auditor/s shall initiate NCR on identified nonconformance and
opportunities for improvement (OFI) and shall prepare an "Internal Audit Report" (HC/QA/F-051). Auditors
shall submit NCR(s) and Internal Audit Report within a couple of working days to the concerned department
keeping the Management Representative in the loop.
The concerned Departmental Head (auditee) shall investigate the root cause of the problem,
immediately implementing correction if the potential of nonconformance is severe or has a negative impact
on the product/ system, then shall propose corrective action to be taken and indicate the date by which the
corrective action will be fully implemented. On, or immediately after the due date for implementation of the
corrective action, the auditors with Management Representative shall follow up on the implemented
corrective action to determine whether corrective action has been effectively implemented or not. When
there is objective evidence that the corrective action is effective, the audit non-compliance report shall be
closed out. If more work is still needed to implement the corrective action, a new follow-up date shall be
agreed upon.
Management Representative shall update its Internal Audit Nonconformities and Corrective Actions
Form (HC/QA/F-052) and follow-up shall be again done as per the planned date. The auditor will again do
follow-up action till the closure of audit NCR and all updates will be shared with Management
Representative.
The results of the Integrated Management system audit shall be submitted in the Management Review
Meeting by the Management Representative as input.

Supporting Documents
 Internal Audit Schedule (HC/QA/F-048)
 Internal Audit Plan (HC/QA/F-049)
 Internal Audit Checklist (HC/QA/F-050)
 Internal Audit Report (HC/QA/F-051)
 HIGH-CURE RESEARCH LABORATORIES
INTEGRATED SYSTEM PROCEDURES
TITLE: PERFORMANCE EVALUATION
DEPARTMENT: QUALITY ASSURANCE
Document No.: HC/QA/ISP/009 Issue No.: 01 Revision No.: 00

 Internal Audit Nonconformities and Corrective Actions (HC/QA/F-052)

9.3 Management review meeting
9.3.1 Participants
The Management Review Meeting shall be chaired by the CEO and attended by the following members or
their nominated representatives:
CEO
Chief Financial Officer
Managing Director
Manager Human Resource
Management Representative
Manager Procurement
Plant Manager
Manager QA
Manager QC
Manager Production
Manager Engineering
Warehouse Incharge

9.3.2 Inputs/ Agenda to Management Review Meeting (MRM)

The agenda of the MRM shall be prepared and distributed by the Management Representative to all
stakeholders, preferably at least a week in advance from the specified meeting date. The agenda along with
related documents and responsible persons are listed in Table No. 1.

Table 1: MRM Agenda Details

 HIGH-CURE RESEARCH LABORATORIES
INTEGRATED SYSTEM PROCEDURES
TITLE: PERFORMANCE EVALUATION
DEPARTMENT: QUALITY ASSURANCE
Document No.: HC/QA/ISP/009 Issue No.: 01 Revision No.: 00

SN Supporting
MR Agenda Frequency Presenter Responsibility
. Document

Follow-up actions Management Concerned

from previous Representative Review/ Discuss
1. Departmental
management Pending Tasks, if any.
reviews. Head

Management Concerned Review Status of

Audit Results and Representative
2. Will be Departmental NCRs in Internal and
IMS Performance
discussed in Head External Audits.
MRM
Management Concerned Log of NCRs,
Status of Meeting
Representative
3. nonconformity and Departmental Discuss Open NCR,
corrective actions. Head if any.

Feedback from Management

Representative
Customer(s), all
Log of NCRs.
relevant internal &
external interested Customer
Routine Concerned
parties(s) including Satisfaction form.
4. discussion/ Departmental
complaint(s) (If Employee Survey
Meetings Head & IMS Team
any) form.
will be maintained,
logged, and
communicated

5. Changes in external Management Concerned Review PESTEL &

and internal issues Representative SWOT Analysis.
Departmental
that are relevant to Head
IMS. (Including
 HIGH-CURE RESEARCH LABORATORIES
INTEGRATED SYSTEM PROCEDURES
TITLE: PERFORMANCE EVALUATION
DEPARTMENT: QUALITY ASSURANCE
Document No.: HC/QA/ISP/009 Issue No.: 01 Revision No.: 00

risks and
Opportunities).

Needs, expectations Management

and Representative
communication Needs and
with interested Concerned Expectation of
parties
6. Departmental Interested Parties
including
Head Sheet.
compliance
Email records
Obligations as well
as risks &
Opportunities

The extent to which Concerned Review the status of

IMS
7. IMS Policy and Will be Manager HR Departmental
objectives & targets discussed in Policy and Objectives
have been met. Head for each department.
MRM
The effectiveness Meeting
of action taken to Concerned a) Quality Risk
Management
8. address Quality and Departmental Assessment Sheet. b)
Representative
HIRAC Sheet.
OH&S risks and Head
opportunities.

9. Significance of Management Concerned Environmental Aspect

environmental Representative Impact Sheet.
Departmental
aspects. Significant
Head
Environmental
Objective Status
mentioned in
Objective Setting
 HIGH-CURE RESEARCH LABORATORIES
INTEGRATED SYSTEM PROCEDURES
TITLE: PERFORMANCE EVALUATION
DEPARTMENT: QUALITY ASSURANCE
Document No.: HC/QA/ISP/009 Issue No.: 01 Revision No.: 00

Form(s).

Management List of Applicable

Results of Representative Matrix.
Evaluation of Concerned Discuss new
Compliance with amendments/ Bill etc
10. Departmental
Applicable legal and compliance
and other Head of
requirements. Will be Existing regulations/
discussed in laws.
MRM
Management Concerned Discuss the Incident
Status of incident Meeting Representative
11. investigations and Departmental Investigation Reports
corrective actions. and results of
Head corrective actions.

Management Concerned
Consultation and a) HSE Trainings,
Representative
12. participation of Departmental Effectiveness of Mock
workers Drill.
Head

Process
performance and Routine
conformity of discussion/ Concerned Concerned
Annual performance
13. Services, Meetings Departmental Departmental
report of DPP.
Monitoring, and Head Head
measurement
results.

Management Concerned
Performance of Representative Approved Supplier
14. Departmental
external providers. List.
Will be Head
discussed in
15. Adequacy of Management Concerned Resource may be
 HIGH-CURE RESEARCH LABORATORIES
INTEGRATED SYSTEM PROCEDURES
TITLE: PERFORMANCE EVALUATION
DEPARTMENT: QUALITY ASSURANCE
Document No.: HC/QA/ISP/009 Issue No.: 01 Revision No.: 00

Representative Financial, Physical, or

Human in terms of
Resources for fund allocation or
HOD
maintaining IMS.
MRM Infrastructure or hiring
Meeting of new personnel.

Opportunities for Routine Management Suggestions or

Concerned
16. Continual discussion/ Representative Recommendations
HOD
Improvement. Meetings From all stakeholders.

9.3.3 Outputs of the Management Review Meetings

The minutes of the management review meeting shall be prepared by the Management Representative and
then distributed to all the members preferably within 10 working days.
Minutes may include decisions related to:
a. IMS performance.
b. IMS Policy and Objectives.
c. Resources needed for Integrated Management System.
d. Any need for changes to the integrated management system
e. Other elements of the Integrated Management System.
f. Opportunities for improvement. (OFI)

9.3.4 Follow up on the meeting

Management Representative shall be responsible for the follow-up of the decisions taken in the
meeting to ensure that the decisions are implemented in the time frame specified.

Supporting Documents
 Management Review Meeting Schedule (HC/QA/F-053)
 Management Review Intimation Form (HC/QA/F-054)
 Minutes of Management Review Meeting (HC/QA/F-055)
 HIGH-CURE RESEARCH LABORATORIES
INTEGRATED SYSTEM PROCEDURES
TITLE: PERFORMANCE EVALUATION
DEPARTMENT: QUALITY ASSURANCE
Document No.: HC/QA/ISP/009 Issue No.: 01 Revision No.: 00