IMS MANUAL (Including IMS Policy, Roles and Respocibility, Authorities, List of Prodcedures and OCPs

CELLCOM TELESERVICES PVT. LTD. DOC. No.
: IMSM-01
INTEGRATED MANAGEMENT SYSTEM MANUAL Page 1 of 53
CELLCOM TELESERVICES PVT. LTD.
IMS - MANUAL
Document No: - IMSM-01
Address:
A-52 Industrial Area – Sikandrabad, Bulandshahr, Uttar Pradesh
Pin Code: 203205
Edition No.: - 02
Revision No.: - 00
Release Date: - 01.06.2020
Phone No.: 09810409256, 09810371138

Web Site: www.cellcom.in
Email: Puneet@cellcom.in , cell_com@cellcom.in
This IMS Manual is the property of Cellcom. Its contents shall not be reproduced either in part or in full without the
written permission of the Director of Cellcom.
EDITION
02 01.06.2020
APPROVED BY CHECKED BY PREPARED BY CONTROL STATUS STATUS DATE
CELLCOM TELESERVICES PVT. LTD. DOC. No.: IMSM-01
0.1 CONTENTS
Clause No. of Clause No. of

Chapter Clause No. of No. of Pages
Title ISO ISO
No. ISO 9001:2015 in the chapter
14001:2015 45001:2018
Cover Page --- --- --- 1
0.1 Contents --- --- --- 4
0.2 Foreword --- --- ---
1
0.3 Amendment Sheet --- --- ---
0.4 Manual administration --- --- --- 2
0.5 Company profile --- --- --- 1
1 Scope 1.0 1.0 1.0
1
2 Normative Reference 2.0 2.0 2.0
3 Terms & Definitions 3.0 3.0 3.0 5
4 Context of the organization 4.0 4.0 4.0
Understanding the organization and its
4.1 4.1 4.1
context
Understanding the needs and expectations of 1
4.2 4.2 4.2
interested parties
Determining the scope of IMS 4.3 4.3 4.3
IMS & its processes 4.4 4.4 4.4
5 Leadership and worker participation --- ---
Leadership and commitment 5.1 5.1 5.1
Customer Focus 5.1.2 --- ---
IMS Policy 5.2 5.2 5.2
Establishing the quality policy 5.2.1 --- --- 3
Communicating the quality policy 5.2.3 --- ---
Organizational roles, responsibilities and
5.3 5.3 5.3
authorities
Consultation and participation --- --- 5.4
6 Planning
Actions to address risks and opportunities 6.1 6.1 6.1
General 6.1.1 6.1.1 6.1.1
Aspects Impact Hazard Risk (Risk and
6.1.2 6.1.2 6.1.2
opportunity)
Compliance obligations --- 6.1.3 6.1.3 4
Planning action --- 6.1.4 6.1.4
IMS objectives and planning to achieve them 6.2 6.2 6.2
ISO Objectives --- --- 6.2.1
Planning to achieve ISO Objectives --- --- 6.2.2
Planning of change 6.3 --- ---
7 Support
Resources 7.1 7.1 7.1
People 7.1.2 --- ---
Infrastructure 7.1.3 --- ---
Environment for the operation of processes 7.1.4 --- ---
4
Monitoring and measuring resources 7.1.5 --- ---
Organizational knowledge 7.1.6 --- ---
Competence 7.2 7.2 7.2
Awareness 7.3 7.3 7.3
Communication 7.4 7.4 7.4
EDITION
02 01.06.2020

Title ISO ISO
14001:2015 45001:2018
General --- 7.4.1 7.4.1
Internal communication --- 7.4.2 7.4.2
External communication --- 7.4.3 7.4.3
Documented information 7.5 7.5 7.5
General 7.5.1 7.5.1 7.5.1
Creating and updating 7.5.2 7.5.2 7.5.2
Control of documented information 7.5.3 7.5.3 7.5.3
8 Operation
Operational planning and control 8.1 8.1 8.1
Requirements of products and services 8.2 --- ---
General --- --- 8.1.1
Eliminating & Reducing risks --- --- 8.1.2
Management of change --- --- 8.1.3
Procurement --- --- 8.1.4
Emergency preparedness and response … 8.2 8.2
Customer communication 8.2.1 --- ---
Determining the requirements related to
8.2.2 --- ---
products and services
Review of requirements related to products
8.2.3 --- ---
and services
Changes to requirements for products and
8.2.4 --- ---
services
Design and development of products and
8.3 --- ---
services
General 8.3.1 --- ---
Design and development planning 8.3.2 --- ---
6
Design and development inputs 8.3.3 --- ---
Design and development controls 8.3.4 --- ---
Design and development outputs 8.3.5 --- ---
Design and development changes 8.3.6 --- ---
Control of externally provided processes,
8.4 --- ---
products and services
General 8.4.1 --- ---
Type and extent of control 8.4.2 --- ---
Information for external providers 8.4.3 --- ---
Production and service provision 8.5 --- ---
Control of production and service provision 8.5.1 --- ---
Identification and traceability 8.5.2 --- ---
Property belonging to customers or external
8.5.3 --- ---
providers
Preservation 8.5.4 --- ---
Post-delivery activities 8.5.5 --- ---
Control of changes 8.5.6 --- ---
Release of products and services 8.6 --- ---
Control of nonconforming outputs 8.7 --- ---
09 Performance evaluation --- --- ---
Monitoring, measurement, analysis and
--- 9.1 9.1 3
evaluation
General 9.1.1 9.1.1
EDITION
02 01.06.2020

Title ISO ISO
14001:2015 45001:2018
Customer satisfaction (Evaluation of
9.1.2 9.1.2 9.1.2
compliance)
Analysis and evaluation 9.1.3 --- ---
Internal audit 9.2 9.2 9.2
General --- 9.2.1 9.2.1
Internal audit programme --- 9.2.2 9.2.2
Management review 9.3 9.3 9.3
General 9.3.1 --- ---
Managements review inputs 9.3.2 --- ---
Managements review outputs 9.3.3 --- ---
10 Improvement --- ---
General 10.1 10.1 10.1
1
Nonconformity and corrective action 10.2 10.2 10.2
Continual improvement 10.3 10.3 10.3
Role, Responsibility, Authority &
Annex-1 --- --- --- 10
Accountability:
Annex-2 Master List Of Procedures: --- --- --- 2
Annex-3 Scope Statement For Certification: --- --- --- 1
Annex-4 IMS Policy --- --- --- 1
Annex-5 Organization Structure: --- --- --- 1
Annex-6 Process Interaction Chart: --- --- --- 1
EDITION
02 01.06.2020
0.2 FORWARD
This integrated Management System Manual (IMSM) describes the measures that are essential for various activities
of Cellcom Teleservices Pvt. Ltd.to comply with the requirements of ISO 9001:2015, ISO 14001:2015 & ISO
45001:2018, Company’s IMS Policy and objectives.
0.3 AMENDMENT IMSET
Rev No. Chapter No. DD/MM/YY Page No. Revision Details
00 ALL 01.06.2020 ALL INITIAL RELEASE; As per ISO 9001:2015, ISO 14001:2015 & ISO 45001:2018
01
02
03
04
05
06
07
08
09
10
11
12
13
14
15
16
17
18
19
20
EDITION
02 01.06.2020
0.4 MANUAL ADMINISTRATION
INTRODUCTION TO MANUAL
This Integrated Management System Manual describes the IMS system adopted by Cellcom Teleservices Pvt. Ltd.
on the basis of ISO 9001:2015, ISO 14001:2015 & ISO 45001:2018.
The manual includes:
a) The scope of the IMS including details of and justification for not exclusion.
b) Reference to the procedures established for the IMS.
c) Description of interaction between the processes of the IMS.
STRUCTURE OF THE MANUAL
The IMS Manual is structured as shown in the ‘content’ of this manual. The manual is arranged under chapters.
The chapter number is mentioned on each page with indication for number of pages, Revision date and Revision
Number. Each page carries the revision of the chapter. When any revision takes place the concern chapter is
amended.
This IMS Manual is approved by Director, checked by Top Management and prepared & controlled by
Management Representative. Same approval process is maintained when any revision or re-issue of the manual.
Management Representative is issuing authority of the manual and all revision there off. Revision number ‘00’ is
allotted to first issue.
The master copy of IMS Manual bears the signatures of the approving, checking and preparing/ issuing/
controlling authority in original.
All controlled copies, issued as per distribution list, bear a stamp in red colour “CONTROLLED COPY” on each
page of the manual. Master copy bears red colour stamp “MASTER COPY”. This manual is available only in English
language only.
CONTROL OF MANUAL
The management Representative is authorized to execute the activities of preparing, issuing, maintaining and
amending the IMS Manual. He is also responsible for the distribution of the manual as per distribution list.
The Management Representative, if required, issues any additional copy of the manual, and such copies of the
manual are stamped “Uncontrolled Copy” in red colour. These uncontrolled copies do not come under the
purview of document control and are not in use within the company.
AMENDMENT OF MANUAL
As and when required, the IMS Manual is reviewed by Management Representative, in consultation with the
concerned personnel, and revised, if needed. Each revision is formally released by issuing revised chapter(s) to all
copyholders. The amendment sheets are available with each controlled copy of the manual.
The insertion of the additional/amended chapter(s) and the removal of the old chapter(s) in the individual
controlled copy of the manual is the responsibility of the copy holder. All old chapter(s), so removed is returned
to Management Representative, who ensures that the same is destroyed.
If there are more than 20 amendments in the manual, the complete manual is revised to next edition number.
The Management Representative may retain one copy of the obsolete chapter(s) for the current edition as well
as previous obsolete edition(s) with “OBSOLETE” stamp in red.
Amendment summary is sent to all concerned for information.
EDITION
02 01.06.2020
DISTRIBUTION OF MANUAL
The controlled copies of this manual are if distributed as hard copies is as per the list given below: (The same may
not be applicable if copies are circulated in soft form)
Type of Copy Issued To
Master Copy Director
Controlled Copy MR
Controlled Copy (Soft, PDF) Made available to all employees through common drive
EDITION
02 01.06.2020
0.5 COMPANY PROFILE
Cellcom Teleservices Pvt. Ltd. is a premium Steel Fabrication Company with its manufacturing facility at
Sikandrabad, (U.P.) spread over the area of 54000 sq. meter just 50 KM away from Delhi. Cell-com core
activity and expertise is in fabrication and erection of Galvanized and Non-Galvanized Steel Structures,
Telecom Structures, VSAT Supporting system, Foundation Bolts, Sub-station structures, Solar PV Mounting
Frames, Cable Tray, Gratings, Hand Rails & Material Handling equipment’s including Hoppers, Chutes,
Conveyors, Platforms and Screen Station.
Cellcom has got a well-established track record of more than a decade in fabrication Galvanized and Non-
Galvanized Steel Structures having and installed Fabrication Capacity of 2000 MT/Month. The facility is
having state of the art Galvanizing Plant of 70 MT / Day Capacity. The size of Galvanizing bath is 7.5 m long X
1.0 m wide X 1.2 m deep. The facility has also got Sand Blasting and Painting facility one more Galvanizing
plant added with capacity of 10 MT/Day.
Cellcom has well equipped Material Testing Lab for Physical & Chemical Testing of their raw material and
finished goods.
The facility has got a modern fully automatic computerized Electro forged Grating Plant of 1000 MT / Month
capacity to manufacture High quality Electro forged grating as per BS 4592-1 2006. The electro forged
process produces outstanding results in term of Quality, Speed, Strength and resultant economy.
CNC Plasma cutting Machine up to 30 mm thick Plate cutting, Plate Shearing Machine up to 12 mm thick
Plates, Plate Rolling Machine for 25 mm thick plates, Angle straightening machine, Hydraulic Presses up to
250 tons capacity, CNC Angle cutting & Punching machine, Thread Rolling Machine are some of the major
machines in addition to the general Welding, drilling and Cutting Machines.
The company has got Mobile / Overhead Cranes for efficient movement of Goods within the premises and
has 100% Power back-up with DG sets.
The requirements in this Manual are aimed at providing quality products and in doing so, protecting
Environment and improving Health & Safety performance of the working employees.
The Management Representative of the company hereby establishes the practices as given in this Manual, to
be followed by all employees of the Organisation.
EDITION
02 01.06.2020
1.0 Scope
This manual specifies requirements for integrated management system (IMS), and gives guidance for its use/
application, to enable Cellcom to provide best quality products, safe and healthy workplaces by preventing
work-related injury and ill health, as well as protect environment again any negative effect due to our
business activities; by proactively improving its IMS performance and at the same time to manage its quality,
environmental/ health and safety responsibilities in a systematic manner that contributes to IMS pillars of
sustainability.
This manual is applicable to Cellcom, as it wishes to establish, implement and maintain an IMS management
system to improve occupational health and safety, eliminate hazards and minimize OH&S risks, take
advantage of IMS opportunities, and address IMS management system nonconformities associated with its
business activities and at the same time provide value for the environment, for Cellcom itself and interested
parties as well.
This manual is helping Cellcom to achieve the intended outcomes of its IMS management system. Consistent
with Cellcom’s IMS policy, the intended outcomes of an IMS management system include:
a) Continual improvement of IMS performance.
b) Fulfilment of legal requirements and other requirements.
c) Achievement of IMS objectives.
1.1 This manual is applicable to sikandrabad manufacturing site located at:
M/s Cellcom Teleservices Pvt. Ltd.

Cellcom is situated at Plot No. A-52 Industrial Area –Sikandrabad Bulandshahr, (U.P), Pin Code: 203205
2.0 Normative Reference

Following are the normative references used in our IMS:
 ISO 9000:2015 for clarification on terms, concepts & definitions used.
EDITION
02 01.06.2020
3.0 Terms & Definitions:

3.1 Terms related to organization and leadership
3.1.1 Management system: Set of interrelated or interacting elements of an organization to establish policies and
objectives and processes to achieve those objectives
3.1.2 Environmental management system: Part of the management system used to manage environmental
aspects, fulfil compliance obligations, and address risks and opportunities.
3.1.3 Environmental policy: Intentions and direction of an organization related to environmental performance, as
formally expressed by its top management.
3.1.4 Organization: Person or group of people that has its own functions with responsibilities, authorities and
relationships to achieve its objectives.
3.1.5 Top management: Person or group of people who directs and controls an organization at the highest level.
3.1.6 Interested party: Person or organization that can affect, be affected by, or perceive itself to be affected by a
decision or activity.
3.2 Terms related to planning
3.2.1 Environment: Surroundings in which an organization operates, including air, water, land, natural resources,
flora, fauna, humans and their interrelationships.
3.2.2 Environmental aspect: Element of an organization’s activities or products or services that interacts or can
interact with the environment.
3.2.3 Environmental condition: State or characteristic of the environment as determined at a certain point in
time.
3.2.4 Environmental impact: Change to the environment, whether adverse or beneficial, wholly or partially
resulting from an organization’s environmental aspects.
3.2.5 Objective: Result to be achieved.
3.2.6 Environmental objective: Objective set by the organization consistent with its environmental policy.
3.2.7 Prevention of pollution: Use of processes, practices, techniques, materials, products, services or energy to
avoid, reduce or control (separately or in combination) the creation, emission or discharge of any type of
pollutant or waste, in order to reduce adverse environmental impacts.
3.2.8 Requirement: Need or expectation that is stated, generally implied or obligatory.
3.2.9 Compliance obligations: Legal requirements and other requirements: legal requirements that an
organization has to comply with and other requirements that an organization has to or chooses to comply
with.
3.2.10 Risk: Effect of uncertainty.
3.2.11 Risks and opportunities: Potential adverse effects (threats) and potential beneficial effects (opportunities).
3.3 Terms related to support and operation
EDITION
02 01.06.2020
3.3.1 Competence: Ability to apply knowledge and skills to achieve intended results.
3.3.2 Documented information: Information required to be controlled and maintained by an organization and the
medium on which it is contained.
3.3.3 Life cycle: Consecutive and interlinked stages of a product (or service) system, from raw material acquisition
or generation from natural resources to final disposal.
3.3.4 Outsource: Make an arrangement where an external organization performs part of an organization’s
function or process.
3.3.5 Process: Set of interrelated or interacting activities which transforms inputs into outputs.
3.4 Terms related to performance evaluation and improvement
3.4.1 Audit: Systematic, independent and documented process for obtaining audit evidence and evaluating it
objectively to determine the extent to which the audit criteria are fulfilled.
3.4.2 Conformity: Fulfilment of a requirement.
3.4.3 Nonconformity: Non-fulfilment of a requirement.
3.4.4 Corrective action: Action to eliminate the cause of a nonconformity and to prevent recurrence.
3.4.5 Continual improvement: Recurring activity to enhance performance.
3.4.6 Effectiveness: Extent to which planned activities are realized and planned results achieved.
3.4.7 Indicator: Measurable representation of the condition or status of operations, management or conditions.
3.4.8 Monitoring: Determining the status of a system, a process or an activity.
3.4.9 Measurement: Process to determine a value.
3.4.10 Performance: Measurable result.
3.4.11 Environmental performance: Performance related to the management of environmental aspects.
3.5 Terms related to health and safety
3.5.1 Organization
Person or group of people that has its own functions with responsibilities, authorities and relationships to
achieve its objectives.
3.5.2 Interested party (preferred term) stakeholder (admitted term)

Person or organization (3.1) that can affect, be affected by, or perceive itself to be affected by a decision or
activity.
3.5.3 Worker
Person performing work or work-related activities that are under the control of Cellcom.
3.5.4 Participation
EDITION
02 01.06.2020
Involvement in decision-making.
3.5.5 Consultation
Seeking views before making a decision
3.5.6 Workplace
Place under the control of Cellcom, where a person needs to be or to go for work purposes
3.5.7 Contractor
External organization providing services to Cellcom in accordance with agreed specifications, terms and
conditions.
3.5.8 Requirement
Need or expectation that is stated, generally implied or obligatory.
3.5.9 Legal requirements and other requirements

Legal requirements that an organization has to comply with and other requirements that an organization has
to or chooses to comply with.
3.5.10 Management system

Set of interrelated or interacting elements of an organization to establish policies and objectives and
processes to achieve those objectives.
3.5.11 Occupational health and safety management system

Management system or part of a management system used to achieve OH&S policy.
3.5.12 Top management

Person or group of people who directs and controls an organization at the highest level.
3.5.13 Effectiveness
Extent to which planned activities are realized and planned results achieved.
3.5.14 Policy
Intentions and direction of an organization, as formally expressed by its top management.
3.5.15 Occupational health and safety policy

Policy to prevent work-related injury and ill health to workers and to provide safe and healthy workplaces.
3.5.16 Objective
Result to be achieved.
3.5.17 Occupational health and safety objective

Objective set by Cellcom to achieve specific results consistent with OH&S policy.
3.5.18 Injury and ill health

Adverse effect on the physical, mental or cognitive condition of a person.
3.5.19 Hazard
Source with a potential to cause injury and ill health.
3.5.20 Risk
Effect of uncertainty.
EDITION
02 01.06.2020
3.5.21 Occupational health and safety risk

Combination of the likelihood of occurrence of a work-related hazardous event or exposure and the severity
of injury and ill health that can be caused by the event or exposure.
3.5.22 Occupational health and safety opportunity

Circumstance or set of circumstances that can lead to improvement of OH&S performance.
3.5.23 Competence
Ability to apply knowledge and skills to achieve intended results.
3.5.24 Documented information

Information required to be controlled and maintained by an organization and the medium on which it is
contained.
3.5.25 Process
Set of interrelated or interacting activities which transforms inputs into outputs.
3.5.26 Procedure
Specified way to carry out an activity or a process.
3.5.27 Performance
Measurable result.
3.5.28 Occupational health and safety performance

Performance related to the effectiveness of the prevention of injury and ill health to workers and the
provision of safe and healthy workplaces.
3.5.29 Outsource
Make an arrangement where an external organization performs part of an organization’s function or process.
3.5.30 Monitoring
Determining the status of a system, a process or an activity.
3.5.31 Measurement
Process to determine a value.
3.5.32 Audit
Systematic, independent and documented process for obtaining audit evidence and evaluating it objectively
to determine the extent to which the audit criteria are fulfilled.
3.5.33 Conformity
Fulfilment of a requirement.
3.5.34 Nonconformity
Non-fulfilment of a requirement.
3.5.35 Incident
Occurrence arising out of, or in the course of, work that could or does result in injury and ill health.
3.5.36 Corrective action

Action to eliminate the cause of a nonconformity or an incident and to prevent recurrence.
3.5.37 Continual improvement
EDITION
02 01.06.2020
Recurring activity to enhance performance.
3.6 Terms/ Abbreviations used in IMS management system
3.6.1 Designations used
1 ED Executive Director
2 PH Plant Head
3 MR Management Representative
4 DMR Deputy Management Representative
5 GM General Manager
6 HOD Head of Department
3.6.2 System Related
1 Cellcom Cellcom Teleservices Pvt. Ltd.

2 QA Quality Assurance
3 IQA Internal Quality Audit
4 No. Number
5 QC Quality Control
6 CFT Cross Functional Team
7 MP Management Programs
8 ASSY. Assembly
9 IMTE Inspection, Measuring & Test Equipment’s
10 IMS Integrated Management Safety
11 R&D Research & Development
12 QMS Quality Management System
13 MIS Management Information System
14 EM Environment Health & Safety Manual
15 SHEMS Safety, Health & Environment Management System
16 CPCB Central Pollution Control Board
17 MOEF Ministry of Environment & Forest
18 UPPCB Uttar Pradesh Pollution Control Board
EDITION
02 01.06.2020
4.0 Context of the organization

4.1 Understanding Cellcom & its Context
Cellcom has determined external and internal issues that are relevant to its purpose and that affect its ability
to achieve the intended outcomes of its IMS management system.
Such issues also include, environmental, health & safety conditions being affected by or capable of affecting
Cellcom’s integrated management system performance (Refer: CCTPL/FRM/AIHR-001 Rev-00 Date 01/10/18,
Next Due: 01/10/20).
These issues are documented and are reviewed periodically during scheduled MRM.
4.2 Understanding the needs & expectations of interested parties

Cellcom has determined:
a) Interested parties that are relevant to its IMS management system.
b) Relevant needs and expectations (i.e. requirements) of these interested parties.
c) Needs and expectations, which are its compliance obligations.
Cellcom monitors and reviews information about these interested parties and their relevant requirements
and all this information is be kept up to date (Refer: CCTPL/FRM/IP-001 Rev-00 Date 01/10/18, Next Due:
01/10/20).
4.3 Determining the scope of the IMS management system

Cellcom have defined the boundaries and applicability of the IMS management system while establishing
scope.
When determining this scope, Cellcom has considered:
a) External and internal issues relevant to context of Cellcom.
b) The requirements of all relevant interested parties.
c) Compliance obligations relevant to context of Cellcom.
d) All Cellcom units, processes and physical boundaries.
e) Activities, products and services.
f) Authority and ability to exercise control and influence.
g) Taken into account the planned or performed work-related activities.
The scope of Cellcom’s quality management system is made available and being maintained as documented
information. The scope covers the types of products and services covered.
For scope statement, including applicable & justification for non-applicable activities, (Refer: IMS Page No.
10).
4.4 IMS Management System and its processes

To achieve the intended outcomes, including enhancing its IMS performance, Cellcom has established,
documented, implemented, maintained and continually improves IMS management system, including the
processes needed and their interactions, in accordance with the requirements of ISO9001:2015,
ISO14001:2015 & ISO 45001:2018.
Cellcom considered the knowledge gained, while establishing and maintaining this IMS management system.
Cellcom has determined processes required for integrated management system and their application
throughout Cellcom, and are:
a) Determined the inputs required and the outputs expected from these processes (Refer: FRM/IOS-001).
b) Determined the sequence and interaction of these processes (Refer Appendix 1 (Process Interaction Chart).
c) Determined and apply the criteria and methods (including monitoring, measurements and related
performance indicators) needed to ensure the effective operation and control of these processes (Refer:
FRM/MR-001).
d) Determined the resources needed for these processes and ensure their availability (Refer: FRM/Pur-001).
e) Assigned the responsibilities and authorities for these processes (Refer: Roles & Responsibilities Section 5.3).
f) Addressed the risks and opportunities (Refer: FRM/CORO-001).
g) Evaluated these processes and implement any changes needed to ensure that these processes achieve their
intended results (Refer: SOP-030)
h) Improvement of the processes and the integrated management system (Refer: SOP-030).
EDITION
02 01.06.2020
5.0 Leadership
5.1 Leadership and commitment
Top management of Cellcom demonstrates leadership and commitment with respect to the IMS
management system by:
a) Taking accountability for the effectiveness of the IMS management system, including prevention of work-
related injury and ill health, as well as the provision of safe and healthy workplaces and activities.
b) Ensuring that IMS policy and IMS objectives are established, documented, authorized and are compatible
with the strategic direction and the context of Cellcom.
c) Ensuring the integration of the IMS management system requirements into the Cellcom’s business
processes.
d) Promoting the use of the process approach and risk-based thinking.
e) Ensuring that the resources needed establish, implement, maintain and improve IMS management system
are available.
f) Communicating the importance of effective IMS management and of conforming to the IMS management
system requirements.
g) Ensuring that the IMS management system achieves its intended outcomes.
h) Engaging, directing and supporting persons to contribute to the effectiveness of the IMS management
system.
i) Promoting continual improvement.
j) Supporting other relevant management roles to demonstrate their leadership as it applies to their areas of
responsibility.
k) Developing, leading and promoting a culture in Cellcom that supports the intended outcomes of IMS
management system.
l) Protecting workers from reprisals when reporting incidents, hazards, risks and opportunities.
m) Ensuring Cellcom establishes and implements a process for consultation and participation of workers.
n) Supporting establishment and functioning of health and safety committees.
These commitments are documented in roles, responsibility, authority and accountability (Refer: Section 5.3)
5.1.2 Customer focus

Top management of Cellcom demonstrates leadership and commitment with respect to customer focus by
ensuring that:
a) Customer and applicable statutory and regulatory requirements are determined, understood and
consistently met.
b) The risks and opportunities that can affect conformity of products and services and the ability to
enhance customer satisfaction are determined and addressed.
c) The focus on enhancing customer satisfaction is maintained.
5.2 IMS policy

Top management of Cellcom has established, implemented, authorized and maintained IMS policy that,
within the defined scope of its IMS management system.
This policy is:
a) Appropriate to the purpose and context of Cellcom, including the nature, scale and impacts of its activities,
products and services.
b) Providing framework for setting IMS objectives.
c) Including a commitment to the protection of environment, occupational safety, including prevention of
pollution, prevention of injury & ill health and other specific commitments and is appropriate to the purpose,
size relevant to the context of Cellcom.
d) Includes a commitment to fulfil all applicable requirements, including compliance obligations (Legal & other
requirements).
e) Includes a commitment to continual improvement of the integrated management system to enhance IMS
performance.
f) Includes a commitment to eliminate hazards and reduce OH&S risks.
EDITION
02 01.06.2020
g) Includes a commitment to consultation and participation of employees, workers, and, where they exist,
workers’ representatives.
(Refer: SOP-023,SOP-032)
This IMS policy is:

 Maintained, authorized as documented information.
 Communicated, understood and applied within the organization, (Displayed on various notice boards, across
company & also time to time awareness trainings are provided).
 Available to interested parties by displaying at gate and website, (Few Interested Parties are communicated
through emails also).
5.3 Organizational roles, responsibilities, authorities and accountability

Top management of Cellcom has ensured that the responsibilities and authorities for relevant roles are
assigned and communicated at all levels, also employees at each level of Cellcom assumes responsibility for
those aspects of IMS management system.
Top Management has assigned the responsibility and authority for the following with Management
Representative (MR) and MR responsibilities are assigned to Head - QA:
a) Ensuring that the IMS management system conforms to the requirements of ISO 9001: 2015, ISO-
14001:2015 & ISO-45001:2018.
b) Reporting on the performance of the IMS management system and on opportunities for improvement in
particular to top management.
c) Ensuring that processes are delivering their intended outputs.
d) Ensuring the promotion of customer focus throughout Cellcom.
e) Ensuring that the integrity of the integrated management system is maintained when changes to the
integrated management system are planned and implemented.
These roles and responsibilities of various departmental persons are defined throughout organizational
structure (Refer: Roles & Responsibilities Section 5.3).
5.4 Consultation and participation

Cellcom has established, implemented and maintains a process for consultation and participation of workers
(Refer:SOP-032) at all applicable levels and functions, and, where they exist, workers’ representatives, in the
development, planning, implementation, performance evaluation and actions for improvement of IMS
management system. Cellcom:
a) Provides mechanisms, time, training and resources necessary for consultation and participation.
b) Provides timely access to clear, understandable and relevant information about IMS management system.
c) Determines and removes obstacles/ barriers to participation and minimize those that cannot be removed.
d) Emphasizes consultation of non-managerial workers on the following (but not limited to):
 Determining the needs and expectations of interested parties.
 Establishing IMS policy.
 Assigning organizational roles, responsibilities and authorities, as applicable.
 Determining how to fulfil legal requirements and other requirements.
 Establishing OH&S objectives and planning to achieve them.
 Determining applicable controls for outsourcing, procurement and contractors.
 Determining what needs to be monitored, measured and evaluated.
 Planning, establishing, implementing and maintaining an audit program.
 Ensuring continual improvement.
e) Emphasizes participation of non-managerial workers in the following (but not limited to):
 Determining the mechanisms for their consultation and participation.
 Identifying hazards and assessing risks and opportunities.
 Determining actions to eliminate hazards and reduce OH&S risks.
 Determining competence requirements, training needs, training and evaluating training.
 Determining what needs to be communicated and how this will be done.
EDITION
02 01.06.2020
 Determining control measures and their effective implementation and use.

 Investigating incidents and nonconformities and determining corrective actions.
EDITION
02 01.06.2020
6.0 Planning
6.1 Actions to address risks and opportunities
6.1.1 General
Cellcom management has established, implemented and maintained the process/ procedure (Refer: SOP-24)
needed to meet the IMS management system requirements.
When planning for the IMS management system, the Cellcom has considered:
 The issues referred to in its context.
 The requirements referred to its interested parties (needs & expectations).
 The scope of its IMS management system.
And had determined the risks and opportunities related to context of Cellcom, these are addressed to:
 Give assurance that the IMS management system can achieve its intended outcomes.
 Prevent or reduce undesired effects and enhance desirable effects, including the potential for external
conditions to affect Cellcom.
 Achieve continual improvement.
 Aspects & Hazards.
 IMS risks and other risks.
 IMS relevant opportunities.
 Compliance obligations and other requirements.
Within the scope of the IMS management system, the Cellcom has determined potential emergencies,
including those that can have an occupational health & safety risk and/or environmental impact (Refer:
FRM/CORO-001).
Cellcom has maintain documented information of it’s:
 Risks and opportunities that need to be addressed.
 Process/ procedure needed, to the extent necessary to have confidence they are carried out as
planned.
In the case of planned changes (permanent or temporary), assessment is undertaken before the change is
implemented (Refer: SOP-20, SOP-023).
6.1.2 Environmental aspects and Occupational Health and Safety Hazards

Within the defined scope of this IMS management system, Cellcom has determined the IMS Aspects/ impacts
of its activities, products and services that it can control and those that it can influence, and their
associations, considering a life cycle perspective (Refer: FRM/AIHR-001).
Environmental aspects
When determining environmental aspects, Cellcom has taken into account:
a) Change, including planned or new developments, and new or modified activities, products and services;
b) Abnormal conditions and reasonably foreseeable emergencies.
Cellcom determines those environmental aspects that have or can have a significant environmental impact,
by using established criteria.
Cellcom has communicated its significant environmental aspects among the various levels and functions of
Cellcom, as appropriate.
Cellcom has maintained documented information (Refer: FRM/AIHR-001) of it’s:
 Environmental aspects and associated environmental impacts.
 Criteria used to determine its significant environmental aspects.
 Significant environmental aspects.
Occupational Health and Safety Hazard

Cellcom has established, implemented and maintains a process (Refer: SOP-18) for hazard identification that
is ongoing and proactive. The process takes into account, but not be limited to:
EDITION
02 01.06.2020
a) How work is organized, social factors (including workload, work hours, victimization, harassment and
bullying), leadership and the culture in Cellcom.
b) Routine and non-routine activities and situations, including hazards arising from:
 Infrastructure, equipment, materials, substances and the physical conditions of the workplace.
 Product and service design, research, development, testing, production, assembly, construction,
service delivery, maintenance and disposal.
 Human factors.
 How the work is performed.
c) Past relevant incidents, internal or external to Cellcom, including emergencies, and their causes.
d) Potential emergency situations.
e) People, including consideration of:
 Those with access to the workplace and their activities, including workers, contractors, visitors and
other persons;
 Those in the vicinity of the workplace who can be affected by the activities of Cellcom.
 Workers at a location not under the direct control of Cellcom.
f) Other issues, including consideration of:
 The design of work areas, processes, installations, machinery/equipment, operating procedures and
work organization, including their adaptation to the needs and capabilities of the workers involved.
 Situations occurring in the vicinity of the workplace caused by work-related activities under the
control of Cellcom.
 Situations not controlled by Cellcom and occurring in the vicinity of the workplace that can cause
injury and ill health to persons in the workplace.
g) Actual or proposed changes in organization, operations, processes, activities and OH&S management
system.
h) Changes in knowledge of, and information about, hazards.
Assessment of IMS risks and opportunities

Cellcom has established, implemented and maintains a process to:
a) Assess IMS risks from the identified hazards, while taking into account the effectiveness of existing
controls.
b) Determine and assess the other risks related to establishment, implementation, operation and
maintenance of IMS management system.
a) IMS opportunities to enhance IMS performance, while taking into account planned changes to Cellcom, its
policies, its processes or its activities and:
1) Opportunities to adapt work, work organization and work environment to workers.
2) Opportunities to eliminate hazards/ impacts and reduce IMS risks.
b) Other opportunities for improving IMS management system.
Cellcom’s methodology and criteria for the assessment of IMS risks and opportunities is defined with respect
to the scope, nature and timing to ensure they are proactive rather than reactive and are used in a
systematic way. Documented information is maintained and retained on methodology and criteria (Refer:
SOP-023).
6.1.2.1 Emergency preparedness and response

Cellcom has established, implemented, documented and maintains process (Refer: SOP-05) needed to
prepare for and respond to potential emergencies.
Cellcom is:
a) Prepared to respond by planning actions to prevent or mitigate adverse occupational health & safety risks
and environmental impacts from emergencies, including the provision of first aid.
b) Prepared to respond to actual emergencies.
c) Prepared to take action to prevent or mitigate the consequences of emergencies, appropriate to the
magnitude of the emergency and the potential OH&S risk and environmental impact, like providing training
for the planned response.
EDITION
02 01.06.2020
d) Prepared to periodically test the planned response actions capabilities, where practicable.
e) Prepared to periodically review and revise the processes and planned response actions, in particular after
the occurrence of emergencies or tests.
f) Providing relevant information and training related to emergency preparedness and response, as
appropriate, to relevant interested parties, including persons working under its control.
g) Evaluating performance and, as necessary, revising the planned response, including after testing and, in
particular, after the occurrence of emergency situations.
h) Communicating and providing relevant information to all workers on their duties and responsibilities.
i) Communicating relevant information to contractors, visitors, emergency response services, government
authorities and, as appropriate, the local community.
j) Taking into account the needs and capabilities of all relevant interested parties and ensuring their
involvement, as appropriate, in the development of the planned response.
Cellcom maintains and retains documented information on the process and on the plans for responding to
potential emergency situations.
6.1.3 Compliance obligations

Cellcom has defined a process and while doing so, have:
a) Determined and have access to the compliance obligations related to its occupational health hazards/
environmental aspects.
b) Determined how these compliance obligations apply to Cellcom and what needs to be communicated.
c) Taken these compliance obligations into account when establishing, implementing, maintaining and
continually improving its IMS management system.
Cellcom maintains documented information of its compliance obligations, (Refer: FRM/LR-001) and ensures
that it is updated to reflect any changes.
6.1.4 Planning action

Cellcom plans:
a) To take actions to address its:
 Significant occupational health hazards/ environmental aspects.
 Compliance obligations.
 Risks and opportunities identified, as per Cellcom context.
 Prepare for and respond to emergency situations.
b) how to:
 Integrated and implemented the actions into its IMS management system processes, or other business
processes.
 Evaluated the effectiveness of these actions.
When planning these actions:

 Cellcom takes into account the hierarchy of controls and outputs from IMS management system
 Cellcom has considered its technological options and its financial, operational and business
requirements.
6.2 IMS objectives and planning to achieve them

6.2.1 IMS objectives
Cellcom has established, implemented & maintained IMS objectives at relevant functions and levels, taking
into account Cellcom’s significant environmental aspects/ occupational health hazards and associated
compliance obligations, and considering its risks and opportunities.
The IMS objectives are:
a) Consistent with the IMS policy.
b) Measurable (if practicable).
c) Defined while taking into account:
 Applicable requirements.
EDITION
02 01.06.2020
 The results of the assessment of risks and opportunities.

 The results of consultation with workers and workers representatives.
d) Relevant to conformity of products and services and to enhancement of customer satisfaction.
e) Monitored.
f) Communicated.
g) Updated as appropriate.
Cellcom has established, implemented & maintains programs for achieving its objectives & targets (Refer: SOP-026
).
The IMS management program will be reviewed at least once in six months and adjusted to ensure the
objectives are achieved.
6.2.2 Planning actions to achieve IMS objectives

When planning how to achieve its IMS objectives, Cellcom has determined:
a) What will be done.
b) What resources will be required.
c) Who will be responsible.
d) When it will be completed.
e) How the results will be evaluated. (including indicators for monitoring progress toward achievement of its
measurable IMS objectives)
f) How the actions to achieve IMS objectives will be integrated into Cellcom’s other business processes. (Refer:
SOP-030, SOP-026).
6.3 Planning of changes

Whenever Cellcom determines the need for making changes to its integrated management system, the
changes are to be carried out in a planned manner (Refer: SOP-030, SOP-026).
The Cellcom considers:
a) The purpose of the changes and their potential consequences.
b) The integrity of the integrated management system.
c) The availability of resources.
d) The allocation or reallocation of responsibilities and authorities.
EDITION
02 01.06.2020
7.0 Support
7.1 Resources
Cellcom determines and provides resources needed for establishment, implementation, maintenance and
continual improvement of the IMS management system by considering:
a) The capabilities of, and constraints on, existing internal resources.
b) What needs to be obtained from external providers.
7.1.2 People
Top management of Cellcom determines and provides the persons necessary for the effective
implementation of its integrated management system and for the operation and control of its processes.
7.1.3 Infrastructure
Top management of Cellcom determines, provides and maintains the infrastructure necessary for the
operation of its processes and to achieve conformity of products and services.
7.1.4 Environment for the operation of processes

Top Management of Cellcom determines, provides and maintains the environment necessary for the
operation of its processes and to achieve conformity of products and services.
7.1.5 Monitoring and measuring resources

7.1.5.1 General
Cellcom determines and provides the resources needed to ensure valid and reliable results when monitoring
or measuring is used to verify the conformity of products and services to requirements.
Cellcom ensures that the resources provided:
a) Are suitable for the specific type of monitoring and measurement activities being undertaken.
b) Are maintained to ensure their continuing fitness for their purpose.
Cellcom retains appropriate documented information as evidence of fitness for purpose of the monitoring
and measurement resources (Refer: FRM/QA-018).
7.1.5.2 Measurement traceability

Measurement traceability is a requirement considered by Cellcom, as essential part of providing confidence
in the validity of measurement results, measuring equipment are meant to be:
a) Calibrated or verified, or both, at specified intervals, or prior to use, against measurement standards
traceable to international or national measurement standards; when no such standards exist, the basis used
for calibration or verification are retained as documented information.
b) Identified in order to determine their status.
c) Safeguarded from adjustments, damage or deterioration that would invalidate the calibration status and
subsequent measurement results.
Cellcom determines if the validity of previous measurement results has been adversely affected when
measuring equipment is found to be unfit for its intended purpose and takes appropriate action as
necessary.
7.1.6 Organizational knowledge

Cellcom determines the knowledge necessary for the operation of its processes and to achieve conformity of
products and services. This knowledge is being maintained and available (Refer: FRM/QA-024).
When addressing changing needs and trends, Cellcom considers its current knowledge and determine how to
acquire or access any necessary additional knowledge and required updates.
7.2 Competence
Cellcom has established & maintains procedure (Refer: SOP-031) to make its employees or members at each
relevant function/ level and interested parties aware of:
EDITION
02 01.06.2020
a) The importance of conformance with the IMS policy & procedures and with the requirements of the IMS
management system.
b) The significant IMS hazards/ impacts (actual or potential), of their work activities and the IMS benefits of
improved personal and environmental performance.
c) Their roles & responsibilities in achieving conformance with the IMS policy and procedures & with the
requirements of the IMS management system, including emergency preparedness & response requirements.
d) The potential consequences of departure from specified operating procedures.
e) Necessary competence of person doing work under its control that affects its IMS performance and its ability
to fulfil its compliance obligations.
f) Training needs associated with its environmental aspects/ occupation health & safety hazards and its IMS
management system.
g) Determines the necessary competence of person doing work under its control that affects the performance
and effectiveness of integrated management system.
h) Ensures that these persons are competent on the basis of appropriate education, training, or experience.
i) Where applicable, take actions to acquire the necessary competence, and evaluate the effectiveness of the
actions taken.
j) Retains appropriate documented information as evidence of competence.
A documented Procedure has been established for identifying the Competencies (Refer: SOP-031 ) needed
for each work affecting product quality, comparing it with competency available with the person performing
the work, identifying the training needs to bridge the gap and planning/ providing the identified trainings.
The effectiveness of training/ actions taken are evaluated. The training program also cover awareness to the
employees of the technological changes, importance of quality and the relevance and importance of their
activities to achieve QMS objectives.
Records of training, skills and experience of employees performing work effecting quality are maintained.
7.3 Awareness
Cellcom has ensured that persons doing work under Cellcom’s control are aware (Refer: SOP-031) of:
a) The IMS policy and objectives.
b) The significant IMS aspects/ hazards and related actual or potential IMS impacts/ risks associated with their
work.
c) Their contribution to the effectiveness of the IMS management system, including the benefits of enhanced
IMS performance.
d) The implications of not conforming to the IMS management system requirements, including not fulfilling the
organization’s compliance obligations.
e) Incidents and the outcomes of investigations that are relevant to them.
f) Hazards, IMS risks and actions determined that are relevant to them.
g) The ability to remove themselves from work situations that they consider present an imminent and serious
danger to their life or health, as well as the arrangements for protecting them from undue consequences for
doing so.
7.4 Communication
7.4.1 General
a) Cellcom has established, implemented and maintained the process (Refer: SOP-032) needed for internal and
external communications relevant to the IMS management system, including:
 Who will communicate.
 On what it will communicate.
 When to communicate.
 With whom to communicate.
 Internally among the various levels and functions of Cellcom.
 Among contractors and visitors to the workplace.
 Among other interested parties.
EDITION
02 01.06.2020
 How to communicate.
When establishing its communication process, Cellcom has:

 Taken into account its compliance obligations.
 Ensured that environmental & occupational health & safety information communicated is consistent
with information generated within the IMS management system and is reliable.
 Taken into account diversity of aspects (e.g. gender, language, culture, literacy, disability).
 Ensured that views of external interested parties are considered.
Cellcom regularly responds to relevant communications on its IMS management system.

Cellcom retains documented information as evidence of its communications, as appropriate (Refer: SOP-
036).
7.4.2 Internal communication

Cellcom:
a) Internally communicates information relevant to the IMS management system among the various levels and
functions, including changes to the IMS management system, as appropriate.
b) Ensures communication process (Refer: FRM/MR-015) enable persons doing work under Cellcom’s control to
contribute to continual improvement.
7.4.3 External communication

Cellcom regularly externally communicates information relevant to the IMS management system, as
established by Cellcom’s communication process (Refer: FRM/MR-015) and as required by its compliance
obligations.
7.5 Documented information

7.5.1 General
Cellcom’s IMS management system has established & maintains documented information control process
(Refer: SOP-033) (in paper as well as in Electronic form) includes:
a) Documented information required by ISO9001:2015, ISO14001:2015 & ISO 450001:2018.
b) Documented information determined by Cellcom’s management as being necessary for the effectiveness of
the IMS management system.
7.5.2 Creating and updating

When creating and updating documented information (Refer: CCTPL/FRM /QA-029 Rev-01, Date:01/10/18,
Next review by 01/10/20), Cellcom ensures appropriate:
a) Identification and description (e.g. a title, date, author, or reference number).
b) Format (e.g. language, software version, graphics) and media (e.g. paper, electronic).
c) Review and approval for suitability and adequacy.
7.5.3 Control of documented information

7.5.3.1 Documented information required by the Integrated management system and by this International Standard
are controlled to ensure:
a) It is available and suitable for use, where and when it is needed.
b) It is adequately protected.
7.5.3.2 For the control of documented information (Refer: CCTPL/FRM /QA-029 Rev-01, Date:01/10/18, Next review
by 01/10/20), Cellcom has addressed the following activities, as applicable:
a) Distribution, access, retrieval and use.
b) Storage and preservation, including preservation of legibility.
c) Control of changes.
d) Retention and disposition.
EDITION
02 01.06.2020
Documented information of external origin as determined to be necessary for the planning and operation of
the integrated management system are identified and being controlled.
Documented information retained as evidence of conformity are protected from unintended alterations.
EDITION
02 01.06.2020
8.0 Operation
8.1 Operational planning and control
Cellcom has established, implemented, controlled and maintained the processes needed to meet IMS
management system requirements (particularly considering Welding, Galvanizing, & Painting as Special
Processes) and to implement the actions identified by:
 Establishing operating criteria for the process.
 Implementing control of the process, in accordance with the operating criteria.
 Maintaining and retaining documented information to the extent necessary to have confidence that the
processes have been carried out as planned.
 Adapting work to workers.
At multi-employer workplaces, Cellcom coordinates relevant parts of OH&S management system with the
other organizations.
Cellcom has controlled its planned changes and reviews the consequences of unintended changes, taking
action to mitigate any adverse effects, as necessary.
Cellcom has ensured that outsourced processes (performed by external providers) are controlled or
influenced. The type and extent of control or influence to be applied to the process is defined within this IMS
management system.
Consistent with a life cycle perspective, Cellcom has:

a) Established controls, to ensure that IMS requirements are addressed in the design and development process
for the product or service, considering each life cycle stage.
b) Determined its environmental and occupational health & safety requirements for the procurement of
products and services, as appropriate.
c) Communicated its relevant environmental and occupational health & safety requirements to external
providers, including contractors.
d) Considered the need to provide information about potential significant occupational health & safety hazards
and environmental impacts associated with the manufacturing, transportation or delivery, use, end-of-life
treatment and final disposal of its products and services.
Cellcom has maintained documented information to have confidence that the processes are carried out as
planned.
8.1.2 Eliminating hazards and reducing OH&S risks

Cellcom has established, implemented and maintains a process (Refer: SOP-18) for the elimination/
reduction of risks and impacts using the following hierarchy of controls:
a) Eliminate the hazard.
b) Substitute with less hazardous processes, operations, materials or equipment.
c) Use engineering controls and reorganization of work.
d) Use administrative controls, including training.
e) Use adequate personal protective equipment.
8.1.3 Management of change

Cellcom Has established a process for the implementation and control of planned temporary and permanent
changes that impact OH&S performance, including:
a) New products, services and processes, or changes to existing products, services and processes, including:
— workplace locations and surroundings.
— work organization.
— working conditions.
— equipment.
— work force.
b) Changes to legal requirements and other requirements.
EDITION
02 01.06.2020
c) Changes in knowledge or information about hazards and OH&S risks.

d) developments in knowledge and technology.
Cellcom reviews the consequences of unintended changes, taking action to mitigate any adverse effects, as
necessary.
8.2 Requirements for products and services

8.2.1 Customer communication
At Cellcom communications with customers include:
a) Providing information relating to products and services.
b) Handling enquiries, contracts or orders, including changes.
c) Obtaining customer feedback relating to products and services, including customer complaints.
d) Handling or controlling customer property.
e) Establishing specific requirements for contingency actions, when relevant.
8.2.2 Determining the requirements for products and services

When determining the requirements for the products and services to be offered to customers, Cellcom
ensures that:
a) The requirements for the products and services are defined, including:
 All applicable statutory and regulatory requirements.
 Those considered necessary by Cellcom.
b) Cellcom can meet the claims for the products and services it offers.
8.2.3 Review of the requirements for products and services

8.2.3.1 Cellcom ensures that it has the ability to meet the requirements related to products and services offered to
customers. Cellcom conducts review before committing to supply products and services to a customer, this
include:
a) Requirements specified by the customer, including the requirements for delivery and post-delivery activities.
b) Requirements not stated by the customer, but necessary for the specified or intended use, when known.
c) Requirements specified by Cellcom.
d) Statutory and regulatory requirements applicable to all products and services.
e) Contract or order requirements differing from those previously expressed.
Cellcom ensures that contract or order requirements differing from those previously defined are resolved.
The customer’s requirements are confirmed by Cellcom before acceptance, when/ if the customer does not
provide a documented statement of their requirements.
8.2.3.2 Cellcom retains documented information:

a) On the results of the review.
b) On any new requirements for the products and services.
8.2.4 Changes to requirements for products and services

Cellcom ensures that relevant documented information is amended, and that relevant persons are made
aware of the changed requirements, when the requirements for products and services are changed.
EDITION
02 01.06.2020
8.3 Design and development of products and services

8.3.1 General
Cellcom has established, implemented and maintained a design and development process that is appropriate
to ensure the subsequent provision of products and services.
8.3.2 Design and development planning

In determining the stages and controls for design and development, Cellcom considers:
c) The nature, duration and complexity of the design and development activities.
d) The required process stages, including applicable design and development reviews.
e) The required design and development verification and validation activities.
f) The responsibilities and authorities involved in the design and development process.
g) The internal and external resource needs for the design and development of products and services.
h) The need to control interfaces between persons involved in the design and development process.
i) The need for involvement of customers and users in the design and development process.
j) The requirements for subsequent provision of products and services.
k) The level of control expected for the design and development process by customers and other relevant
interested parties.
l) The documented information needed to demonstrate that design and development requirements have been
met.
8.3.3 Design and development inputs

Cellcom determines the requirements essential for the specific types of products and services to be designed
and developed. Cellcom considers:
a) Functional and performance requirements.
b) Information derived from previous similar design and development activities.
c) Statutory and regulatory requirements.
d) Standards or codes of practice that Cellcom has committed to implement.
e) Potential consequences of failure due to the nature of the products and services.
Inputs are adequate for design and development purposes, complete and unambiguous.
Conflicting design and development inputs are resolved.
Cellcom retains documented information on design and development inputs.
8.3.4 Design and development controls

Cellcom applies controls to the design and development process, to ensure that:
a) The results to be achieved are defined.
b) Reviews are conducted to evaluate the ability of the results of design and development to meet
requirements.
c) Verification activities are conducted to ensure that the design and development outputs meet the input
requirements.
d) Validation activities are conducted to ensure that the resulting products and services meet the requirements
for the specified application or intended use.
e) Any necessary actions are taken on problems determined during the reviews, or verification and validation
activities.
f) Documented information of these activities is retained.
8.3.5 Design and development outputs

Cellcom ensures that design and development outputs:
a) Meet the input requirements.
b) Are adequate for the subsequent processes for the provision of products and services.
c) Include or reference monitoring and measuring requirements, as appropriate, and acceptance criteria.
d) Specify the characteristics of the products and services that are essential for their intended purpose and
their safe and proper provision.
EDITION
02 01.06.2020
Cellcom has retained documented information on design and development outputs.
8.3.6 Design and development changes

Cellcom identifies, review and control changes made during, or subsequent to, the design and development
of products and services, to the extent necessary to ensure that there is no adverse impact on conformity to
requirements.
Cellcom retains documented information on:
a) Design and development changes.
b) The results of reviews.
c) The authorization of the changes.
d) The actions taken to prevent adverse impacts.
8.4 Control of externally provided processes, products and services

8.4.1 General
Cellcom ensures that externally provided processes, products and services conform to requirements. Cellcom
determines the controls to be applied to externally provided processes, products and services when:
a) Products and services from external providers are intended for incorporation into Cellcom’s own products
and services.
b) Products and services are provided directly to the customer(s) by external providers on behalf of Cellcom.
c) A process, or part of a process, is provided by an external provider as a result of a decision by Cellcom.
Cellcom has determined and applied criteria for the evaluation, selection, monitoring of performance, and
re-evaluation of external providers, based on their ability to provide processes or products and services in
accordance with requirements. Cellcom retains documented information of these activities and any
necessary actions arising from such evaluations (Refer: SOP-17).
8.4.1.1 Contractors
Cellcom coordinates its procurement process with its contractors, in order to identify hazards/ aspects and
to assess and control IMS risks/ impacts arising from:
a) The contractors’ activities and operations that impact Cellcom/ environment.
b) Cellcom’s activities and operations that impact the contractors’ workers/ environment.
c) The contractors’ activities and operations that impact another interested parties/ environment in the
workplace.
Cellcom ensures that requirements of its IMS management system are met by contractors and their workers.
Cellcom’s procurement process (Refer: SOP-17) as defines and applies IMS criteria for the selection of
contractors.
8.4.1.2 Outsourcing
Cellcom ensures that outsourced functions and processes are controlled. Cellcom ensures that its
outsourcing arrangements are consistent with compliance obligations and with achieving the intended
outcomes of IMS management system. The type and degree of control to be applied to these functions and
processes are defined within IMS management system (Refer: SOP-17).
8.4.2 Type and extent of control

Cellcom ensures that externally provided processes, products and services do not adversely affect Cellcom’s
ability to consistently deliver conforming products and services to its customers.
Cellcom has:
a) Ensured that externally provided processes remain within the control of its integrated management system.
b) Defined both the controls that it intends to apply to an external provider and those it intends to apply to the
resulting output.
c) Take into consideration:
EDITION
02 01.06.2020
 The potential impact of the externally provided processes, products and services on Cellcom’s ability to
consistently meet customer and applicable statutory and regulatory requirements.
 The effectiveness of the controls applied by the external provider.
d) Determined the verification, or other activities, necessary to ensure that the externally provided processes,
products and services meet requirements.
8.4.3 Information for external providers

Cellcom ensures the adequacy of requirements prior to their communication to the external provider.
Cellcom communicates to external providers its requirements for:
a) The processes, products and services to be provided.
b) The approval of:
 Products and services.
 Methods, processes and equipment.
 The release of products and services.
c) Competence, including any required qualification of persons.
d) The external providers’ interactions with Cellcom.
e) Control and monitoring of the external providers’ performance to be applied by Cellcom.
f) Verification or validation activities that Cellcom, or its customer, intends to perform at the external
providers’ premises.
8.5 Production and service provision

8.5.1 Control of production and service provision
Cellcom implements production and service provision under controlled conditions. Controlled conditions
included, as applicable:
a) The availability of documented information that defines:
 The characteristics of the products to be produced, the services to be provided, or the activities to be
performed.
 The results to be achieved.
b) The availability and use of suitable monitoring and measuring resources.
c) The implementation of monitoring and measurement activities at appropriate stages to verify that criteria
for control of processes or outputs, and acceptance criteria for products and services, have been met.
d) The use of suitable infrastructure and environment for the operation of processes.
e) The appointment of competent persons, including any required qualification.
f) The validation, and periodic revalidation, of the ability to achieve planned results of the processes for
production and service provision, where the resulting output cannot be verified by subsequent monitoring or
measurement.
g) The implementation of actions to prevent human error.
h) The implementation of release, delivery and post-delivery activities.
8.5.2 Identification and traceability

Cellcom uses suitable means to identify outputs such as TAGS and etc., when it is necessary to ensure the
conformity of products and services.
Cellcom also identifies the status of outputs with respect to monitoring and measurement requirements
throughout production and service provision.
Cellcom controls the unique identification of the outputs when traceability is a requirement and retains
documented information necessary to enable traceability (Refer: SOP-06).
8.5.3 Property belonging to customers or external providers

Cellcom exercises care with property belonging to customers or external providers while it is under Cellcom’s
control or being used.
Cellcom identifies, verifies, protects and safeguards customers’ or external providers’ property provided for
use or incorporation into the products and services.
EDITION
02 01.06.2020
When the property of a customer or external provider is lost, damaged or otherwise found to be unsuitable
for use, Cellcom reports this to the customer or external provider and retain documented information on
what has occurred.
8.5.4 Preservation
Cellcom preserves the outputs during production and service provision, to the extent necessary to ensure
conformity to requirements.
8.5.5 Post-delivery activities

Cellcom meets requirements for post-delivery activities associated with the products and services.
In determining the extent of post-delivery activities that are required, Cellcom has considered:
a) Statutory and regulatory requirements.
b) The potential undesired consequences associated with its products and services.
c) The nature, use and intended lifetime of its products and services.
d) Customer requirements.
e) Customer feedback.
8.5.6 Control of changes/ Management of Change

Cellcom reviews and control changes for production or service provision, to the extent necessary to ensure
continuing conformity with requirements.
Cellcom retains documented information describing the results of the review of changes, the person(s)
authorizing the change, and any necessary actions arising from the review.
8.6 Release of products and services

Cellcom implements planned arrangements, at appropriate stages, to verify that the product and service
requirements have been met.
The release of products and services to the customer does not proceed until the planned arrangements have
been satisfactorily completed, unless otherwise approved by a relevant authority and, as applicable, by the
customer.
Cellcom retains documented information on the release of products and services. The documented
information includes:
a) Evidence of conformity with the acceptance criteria.
b) Traceability to the person(s) authorizing the release.
8.7 Control of nonconforming outputs

8.7.1 Cellcom ensures that outputs that do not conform to their requirements are identified and controlled to
prevent their unintended use or delivery.
Cellcom takes appropriate action based on the nature of the nonconformity and its effect on the conformity
of products and services. This also apply to nonconforming products and services detected after delivery of
products, during or after the provision of services (Refer: SOP-035).
Cellcom deals with nonconforming outputs in one or more of the following ways:
a) Correction.
b) Segregation, containment, return or suspension of provision of products and services.
c) Informing the customer.
d) Obtaining authorization for acceptance under concession.
Conformity to the requirements are verified when nonconforming outputs are corrected.
8.7.2 Cellcom retains documented information that:

a) Describes the nonconformity.
b) Describes the actions taken.
c) Describes any concessions obtained.
Identifies the authority deciding the action in respect of the nonconformity.
EDITION
02 01.06.2020
9.0 Performance evaluation

9.1 Monitoring, measurement, analysis and evaluation
9.1.1 General
Cellcom regularly monitors, measures, analyses and evaluates its IMS performance.
Cellcom has determined:
a) What needs to be monitored and measured.
 The extent to which legal requirements and other requirements are fulfilled.
 Its activities and operations related to identified hazards, risks and opportunities.
 Progress towards achievement of Cellcom’s IMS objectives.
 Effectiveness of operational and other controls.
b) The methods for monitoring, measurement, analysis and evaluation, as applicable, to ensure valid results.
c) The criteria against which Cellcom will evaluate its IMS performance, effectiveness of controls and
appropriate indicators.
d) Proactive & Reactive measures of performance to monitor compliance with the IMS management program,
e) When the results from monitoring and measurement is to be analysed, evaluated and communicated.
Cellcom ensures that only calibrated or verified monitoring and measurement equipment are used and
maintained. Cellcom regularly communicates relevant occupational health & safety and environmental
performance information both internally and externally, as identified in its communication process and as
required by its compliance obligations. Cellcom has established, implemented, maintains & retains
appropriate documented information as evidence of the monitoring, measurement, analysis and evaluation
results. (Refer: FRM/QA-018).
9.1.2 Customer satisfaction

Cellcom’s management monitor customers’ perceptions of the degree to which their needs and expectations
have been fulfilled. Cellcom have determined the method for obtaining, monitoring and reviewing this
information (Refer: SOP-036).
9.1.3 Analysis and evaluation

Analysis and evaluation of appropriate data and information arising from monitoring and measurement is
done. The results of analysis are used to evaluate:
a) Conformity of products and services.
b) The degree of customer satisfaction.
c) The performance and effectiveness of the Integrated management system.
d) If planning has been implemented effectively.
e) The effectiveness of actions taken to address risks and opportunities.
f) The performance of external providers.
g) The need for improvements to the Integrated management system.
9.1.4 Evaluation of compliance

Cellcom has established, implemented and maintains process (Refer:) needed to evaluate fulfilment of its
compliance obligations.
Cellcom has:
a) Determined the frequency that compliance will be evaluated.
b) Evaluated compliance and taken actions if needed.
c) Maintained knowledge and understanding of its compliance status.
Cellcom prepares action plans to address outputs of evaluation of compliances. Cellcom retains documented
information as evidence of the compliance evaluation results.
9.2 Internal audit

9.2.1 General
EDITION
02 01.06.2020
Cellcom periodically (every 6 months) conducts internal audits to provide information on whether the IMS
management system:
a) Is effectively implemented and maintained.
b) Conforms to:
 Cellcom’s own requirements for its environmental management system.
 Requirements of ISO14001:2015 & ISO 45001:2018.
9.2.2 Internal audit program

Cellcom has established, implemented and maintains internal audit program (Refer: SOP-029), including the
frequency, methods, responsibilities, planning requirements and reporting of its internal audits (This takes
into consideration importance of the processes concerned and the results of previous audits).
When establishing the internal audit program, Cellcom has taken into consideration the occupational health
& safety and environmental importance of the processes concerned, changes affecting and the results of
previous audits.
Cellcom has:
a) Defined the audit criteria and scope for each audit.
b) Selected auditors and conduct audits to ensure objectivity and the impartiality of the audit process.
c) Ensured that the results of the audits are reported to relevant management.
d) Ensures that relevant audit results are reported to workers, and workers’ representatives, and other relevant
interested parties.
e) Takes action to address nonconformities and continually improves its IMS performance.
Cellcom retains relevant documented information as evidence of the implementation of the audit program
and the audit results.
9.3 Management review

Top management of Cellcom regularly reviews the IMS management system, at planned intervals (every 6
months), to ensure its continuing suitability, adequacy and effectiveness.
The management review at Cellcom includes consideration of (but not limited to):
a) The status of actions from previous management reviews.
b) Changes in:
 External and internal issues that are relevant to the IMS management system.
 The needs and expectations of interested parties, including compliance obligations.
 Its significant environmental aspects and occupational health & safety risks.
 Other risks and opportunities.
 Result of participation and consultation.
c) The extent to which IMS policy is adequate & IMS objectives have been achieved.
d) Information on the IMS performance, including trends in:
 Non-conformities and corrective actions.
 Monitoring and measurement results.
 Fulfilment of its compliance obligations.
 Audit results.
 Incident Investigation.
 Consultation and participation of workers.
 Risks and opportunities.
 Customer satisfaction and feedback from relevant interested parties.
 The extent to which IMS objectives have been met.
 Process performance and conformity of products and services.
 The performance of external providers.
e) Adequacy of resources.
f) Relevant communication(s) from interested parties, including complaints.
g) Results of consultation and participation
h) Opportunities for continual improvement.
EDITION
02 01.06.2020
The outputs of the management review at Cellcom includes:

 Conclusions on the continuing suitability, adequacy and effectiveness of the IMS management system.
 Decisions related to continual improvement opportunities.
 Decisions related to any need for changes to the IMS management system, including resources.
 Actions, if needed, when IMS objectives have not been achieved.
 Opportunities to improve integration of the IMS management system with other business processes, if
needed.
 Any implications for the strategic direction.
Top management at Cellcom, communicates the relevant outputs of management reviews to workers and
workers’ representatives.
Cellcom retains documented information as evidence of the results of management reviews (Refer: SOP-
030).
EDITION
02 01.06.2020
10.0 Improvement
10.1 General
Cellcom determines opportunities for improvement (Refer FRM/QA-024) and implements necessary actions
to achieve the intended outcomes of its IMS management system.
10.2 Nonconformity and corrective action (Incident investigation)

Cellcom has established, implemented and maintained a documented procedure (Refer: SOP-14) for dealing
with actual and potential non-conformities including reporting, investigating and taking action, to determine
and manage incidents and nonconformities.
This procedure defines requirements for:
a) Identifying & correcting non-conformities and taking actions to mitigate IMS consequences.
b) Investigating non-conformity, determine their causes and actions taken in order to avoid reoccurrence.
c) Evaluating the needs for actions to prevent non-conformities and implementing appropriate actions
designed to avoid their occurrence.
d) Recording and communicating the results of corrective actions and preventive actions taken.
e) Review the effectiveness of corrective actions and preventive actions taken.
As and when a nonconformity/ incident occurs, Cellcom:

a) React to the nonconformity/ incident and:
 Take action to control and correct it.
 Deal with the consequences, including mitigating adverse IMS impacts.
b) Evaluate (with the participation of workers and the involvement of other relevant interested parties), the
need for action (Corrective/ Preventive) to eliminate the causes of the nonconformity, in order that it does
not recur or occur elsewhere, by:
 Reviewing the nonconformity/ incident.
 Determining the causes of the nonconformity/ incident.
 Determining if similar nonconformities/ incident exist, occurred or could potentially occur.
c) Reviews existing assessments of IMS risks, as appropriate.
d) Implements & communicate (to interested parties, like worker representative), any actions needed, in
accordance with the hierarchy of controls and the management of change.
e) Reviews the effectiveness of any corrective action taken.
f) Make changes to the IMS management system, if necessary.
g) Identify opportunity for continual improvement.
Cellcom ensures corrective actions are appropriate to significance of the effects of the nonconformities/
incidents encountered, including the IMS impacts.
Cellcom retains documented information as evidence of:
 The nature of the incidents or nonconformities and any subsequent actions taken.
 The results of any action and corrective action, including their effectiveness.
10.3 Continual improvement

Cellcom continually improves the suitability, adequacy and effectiveness of IMS management system, by:
a) Enhancing IMS performance.
b) Promoting a culture that supports an IMS management system.
c) Promoting the participation of workers in implementing actions for the continual improvement of IMS
management system.
d) Communicating the relevant results of continual improvement to workers, and, where they exist, workers’
representatives.
e) Maintaining and retaining documented information as evidence of continual improvement.
EDITION
02 01.06.2020
ANNEXURE 01 ROLE, RESPONSIBILITY, AUTHORITY & ACCOUNTABILITY:
Directors (Technical, Marketing & Finance):

Responsibility
 Plan growth of the company
 Overall functions and development of the company
 Chair management review meetings and guide company to meet company’s IMS policy and objectives.
 Changes as per business requirements
 To develop a business plan (Long term & short term) for growth of the company.
 To liaise with the customers.
 To ensure enhancement in customer satisfaction.
 To support resource requirement for the implementation of the integrated management system.
 To promote the use of process approach & risk-based thinking.
 To ensure IMS objectives are met.
 To promote continual improvements.
 To Support other management personnel to demonstrate their leadership as it applies to their areas of
responsibility.
 To ensure authorities for relevant roles are assigned, communicated and understood within the organization.
 To ensure production operations across all shifts are staffed with personnel in charge of, or delegated
responsibility for, ensuring conformity to product requirements.
 To ensure company policies and legal guidelines are communicated all the way from the top down in the
company and that they are followed at all times.
 Oversee the company’s financial performance, investments and other business ventures.
 Analyse problematic situations and occurrences and provide solutions to ensure company survival and
growth.
 Act as the public speaker and public relations representative of the company in ways that strengthen its
profile.
 Representing the company to major customers and professional associations.
 To address all maters concern to unethical misconduct done by any of employee.
Authority
 Optimise the operational efficiency of the organisation & IMS.
 Resource planning and allocation final of authority
 Final authority for approving IMS Policy.
 Review the outcome of IMS audit status
 Monitor over all management programmes.
 To approve business plan of the company for growth of the company.
 To communicate with customer, on any given date, on any given topic.
 To approve quality manual and to appoint management representative.
 To approve all budgetary requirement and capital sanctions.
 To approve and monitor budget and business plan.
 To approve business contract for all customers.
 To review quality manual, procedures & other quality system related documents, at any given time.
 To approve PO’s/ Job work order.
 To stop dispatch and stop production to correct; if any quality problem is observed.
 To recall products to correct; if any quality problem is observed.
 To approve recruitment, appointment, transfer, removal including appraisals and disciplinary measures of
employees.
 To grant and/or delegate powers to other persons to perform specific tasks on behalf of the Managing
Director.
 To take any appropriate step/ action to address all maters concern to unethical misconduct done by any of
the employees.
EDITION
02 01.06.2020
Accountability
 For ensuring integrated management system is in place & continually improving.
 For ensuring all resources required for effective implementation of IMS.
 For ensuring all legal liaising is effective at all given time.
 For providing safe & healthy work environment to all the employees & interested parties within company
boundary.
Management Representative (MR)

Responsibility
 As management representative is responsible for implementation of IMS management system as per ISO
9001:2015, ISO 14001:2015 & ISO 45001:2018 requirements.
 Overall responsibility for operational and administrative control of works, material management and for
utilisation of all resources to maximise operational efficiency
 Scrutiny of IMS management system with respect to its application and efficiency
 Achieving MR process related targets/ objectives set by the company
 Formulation of corrective actions and verification together with respective department head.
 Internal IMS audits planning.
 Co-ordinate management review as per plan.
 Internal communication.
 Identification of trend related to IMS
 Identify significant environmental aspects & OHS risk & evaluation.
 Identification of hazardous waste.
 Safe disposal of waste material.
 To control master list of documents.
 To keep records of management review meeting.
 To assess and identify resources required implementing and maintaining IMS.
 Liaison with external agencies for matters related to the quality system as and when required.
 To represent the needs of the customers in internal functions in addressing requirements of standard
 Handling external System audit by customer or third-party audit.
 Ensure all company policies, procedures, and work instructions are documented in a clear, simple and
concise manner.
Authority
 Authorized for checking & initiate revision process of IMS manual at any given time.
 Final authorization – corrective action on relating to IMS
 Implementation of IMS MP projects in consultation & approval of directors
 Has authority to appoint site MR/ associate MR.
 Approval of IMS procedures
 To escalate customer notification/complaint to top management, in case quality representative is not
available.
 To escalate unethical misconduct by any employee, to top management, as & when it is comes to notice.
 To escalate the matter of unusable instrument, if found during day to day working & if acceptance criteria
after calibration is not meet.
 To interact with external agencies for matters related to the quality system and to take appropriate
decisions.
Accountability
 For ensuring quality management system is in place & continually improving in concerned dept.
 For ensuring all resources required for effective implementation of IMS are available in concerned dept.
 For providing safe & healthy work environment to all employees & interested parties within concerned dept.
EDITION
02 01.06.2020
General Manager Manufacturing

Responsibility
 Adhering to IMS standards as per IMS plan
 Elimination of rejection and reworks related to IMS
 Cleanliness of production M/Cs, inspection measuring & test equipment’s and premises.
 Corrective and preventive action related to IMS
 Responsible for operator education and training related to IMS
 Monitoring effectiveness of corrective action related to IMS
 Analysing customer complaints & ensuring corrective actions taken related to IMS
 Disposal of non-conforming products related to IMS
 Reduction in variation, waste and improve Cp. & Cpk.
 Provide resources for effective implementation of IMS.
 Identification of trend related IMS
 To monitor Day to Day production Plan.
 To ensure discipline of workmen.
 To ensure upkeep of machines and equipment’s and arrange for repair and maintenance.
 To ensure preventive maintenance is carried out, as per Schedule.
 To ensure good housekeeping.
 To ensure Productivity & Cost saving.
 In house Rejection Monitoring & Analysis, Corrective action on internal/ external rejection and customer
complaints and its implementation, in conjunction with quality department.
 To monitor daily machine breakdown trend & perform analysis from production point of view.
 To monitor availability of RM & tooling as per plan for every machine.
 To ensure/ provide training for Operators as per plan.
 To ensure operator safety and safe working environment.
 To monitor manpower deployment on machine.
Authority
available.
 To approve production trends & records.
 Manpower approval for production
 Plant working hours define.
 Change of production plan as per requirement
 To stop production to correct; if any quality problem is observed.
 To stop dispatch to correct; if any quality problem is observed.
Accountability
 For all over Production Efficiency.
General Manager Purchase and Exports

Responsibility
 MSDS for material
EDITION
02 01.06.2020
 MSDS for raw material

 To Raise Purchase Order on vendors/ sub-contractors-based material requirement.
 To maintain approved supplier List.
 To monitor supplier’s delivery and quality performance.
 Organize on time delivery of material from all suppliers.
 To process release of purchase documents.
 To undertake supplier’s development activities.
 To coordinate with production, quality assurance departments for supplier related issue and to ensure
corrective and preventive action from suppliers.
 To arrange supplier in consultation with C.F.T for all development items.
 Training and ensuring the quality system at supplier’s end.
 Cost saving & Inventory Control.
 To facilitate store in implementing system for exercising FIFO.
 To maintain data for departmental objectives and reporting the same to top management.
 To identify new sub-contractors/ job workers, as per the standard operation procedure & criteria defined.
 To monitor performance of sub-contractors/ job workers, as per the standard operation procedure & criteria
defined.
 To monitor process of sub-contractors/ job workers quality system improvement, as per the standard
operation procedure.
 To monitor RM inventory control.
Authority
 Negotiate commercial terms for all purchases.
 To take corrective action regarding poor vendor performance.
 Deletion of supplier in consultation with Director.
 Review of contracts of supplier.
 To identify new sub-contractors/ job workers, as per the standard operation procedure & criteria defined.
 To monitor performance of sub-contractors/ job workers, as per the standard operation procedure & criteria
defined.
 To monitor process of sub-contractors/ job workers quality system improvement, as per the standard
operation procedure.
 To issue notice/warning to sub-contractors/ job workers, in case of any performance related issues is
identified, as per the standard operation procedure.
Accountability
 For ensuring integrated management system is in place & continually improving in concerned dept.
 For ensuring all resources required for effective implementation of QMS are available in concerned dept.
 For overall purchasing concerns (Incl. availability of competent suppliers, availability of raw materials/
consumable, etc.).
General Manager Finance & Human Resource

Responsibility
 To perform finance & commercial activities
 To ensure cleanliness of premises
 Internal & external communication
 To take all necessary steps to ensure factory security
 To organize annual performance appraisals.
 To ensure evaluation and reporting to effectiveness of training with concerned functional heads.
 Monitoring of safety & legal requirements compliance.
 To arrange trained personal for all manufacturing and verification activities.
EDITION
02 01.06.2020
 To coordinate in formation of personnel policies & maintain harmonious industrial relations.

 To ensure compliance of government rules, regulation and labor laws, statutory requirements.
 To ensure security and housekeeping of the plant.
 To establish the trust and confidence of the employees.
 To ensure Payroll management.
 To ensure a level of comfort amongst the employees.
 For recruiting suitable candidates for a required job description.
 To ensure complete process followed for new joining employees.
 Provide current and prospective employees with information about HR policies, job duties, working
conditions, wages, and opportunities for promotion and employee benefits.
 To ensure HR policy & procedures implementation.
 Prepare and maintain accurate records, files and reports including responsibility for maintaining personnel
records.
 Conduct exit interviews to identify reasons for employee termination.
 Investigate and report on industrial accidents.
 Represent the organization at personnel-related hearings and investigations.
 To ensure Identification of training needs of all employees in consultation with respective department heads
and organize training to all employees.
 To ensure preparation of skill matrix of operators / operations with supervisor – operations time to time.
 To co-ordinate in-house & external training programs.
 To ensure evaluation and effectiveness of training with concerned.
 To Prepare and enforce policies to establish a culture of health and safety.
 To conduct training and presentations for health and safety matters and accident prevention.
Authority
 To recruit manpower after approval from Plant Head.
 To recruit associates and related skills.
 To monitor the implementation of government regularity norms all over the company.
 To approve HR trend data.
 To approve all HR reports.
 To take action against on HR team if follow any non-compliance.
 To take action against on any employee if follows non-compliance in health & safety.
 To approve letters such as offer and confirmation.
 To initiate activities for employee motivation.
Accountability
 For ensuring all resources required for effective implementation of QMS are available in concerned dept.
 For overall human resource concerns (Incl. availability, competency, etc.).
 For any Non-conformance in government rules, regulation and labour laws, statutory requirements.
 For any Non-conformance in Competency mapping, TNI, Skill matrix, Training.
 For any discrepancy in payroll management.
 For any Non-conformance in health & safety policy.
 For any Non-conformance in HR polices & procedure implementation.
 For any Non-conformance in investigation & report of accidents.
Safety (SHE) Team members

Responsibility
 Assessment and evaluation of aspects, impacts & hazardous risk.
EDITION
02 01.06.2020
 Objective and targets for management program finalisation.

 Safety (incident, accident and near miss) related to Cables, Machines, Buildings, Utilities, Government Rules
and Regulations & 5 S.
 Internal safety audit, out come discussion in SHE meeting and reporting once every month.
 Monitoring of safety & legal requirements compliance.
 To coordinate in formation of personnel policies & maintain harmonious industrial relations.
 To ensure compliance of government rules, regulation and labor laws, statutory requirements.
 To ensure security and housekeeping of the plant.
 To ensure HR policy & procedures implementation.
 Investigate and report on industrial accidents.
 Represent the organization at personnel-related hearings and investigations.
 To ensure Identification of training needs of all employees in consultation with respective department heads
and organize training to all employees.
 To ensure preparation of safety skill matrix of operators / operations with supervisor – operations time to
time.
 To ensure evaluation and effectiveness of IMS training with concerned related environment and OH&s.
 To Prepare and enforce policies to establish a culture of health and safety.
 To conduct training and presentations for health and safety matters and accident prevention.
Authority
 To recruit security manpower after approval from Director.
 To approve Accident/ Incident trend data.
 To approve/ over view all accident/ Incident CAPA reports.
 To take action against/ on HR team if follow any non-compliance.
 To approve & initiate activity related to emergency preparedness.
Accountability
 For overall safety concerns.
 For any Non-conformance in Competency mapping, TNI, Skill matrix, Training (Related to safety Only).
 For any Non-conformance in company polices & emergency preparedness procedure implementation.
Safety Officer/ Safety Coordinator

Responsibility
 To advise the departmental heads, supervisors and other such officers in planning and organizing measures
necessary for the effective control of personal injuries;
 To advise on safety aspects in all job studies, and to carry out detailed job safety studies of selected jobs;
 To check and evaluate the effectiveness of the action taken or proposed to be taken to prevent personal
injuries;
 To advise the personnel of store purchase department in ensuring high quality and availability of personal
protective equipment etc.
 To advise on matters relating to carrying out plant safety inspections;
EDITION
02 01.06.2020
 To carry out plant safety inspections to observe the physical conditions of work and the work practice
procedures followed by the workers and to render advice on measures to be adopted for reducing the
unsafe physical conditions and preventing unsafe actions by workers;
 To render advice on matters relating to reporting and investigation of industrial accidents and diseases;
 To investigate fatal and serious accidents and to suggest remedial measures to the management;
 To investigate the cases of industrial disease contracted and dangerous occurrences reportable under Rules
110 and 112 of the Uttar Pradesh Factories Rules, 1950;
 To advise on the maintenance of such records as are necessary relating to accidents; dangerous occurrences
and industrial diseases;
 To promote setting up of safety committees and to act as an adviser and catalyst to such committees;
 To organize in association with the concerned department, campaign, competitions, contests and other
activities which will develop and maintain the interest of the workers in establishing and maintaining safety
conditions of work and procedure;
 To design and conduct either independently or in collaboration with the organizations, departments
imparting industrial safety training, suitable training and educational programme for the prevention of
personal injuries and to hold safety seminars at least once in a year;
 To prepare annual report of accidents and industrial diseases suggesting their remedial measures and to put
it up before the annual meeting of the Board of Directors.
Authority
 To recruit security manpower after approval from Plant Head.
Accountability
 For any Non-conformance in Competency mapping, TNI, Skill matrix, Training (Related to safety Only).
Employee Representative (Safety committee)

Responsibility
 Reporting of any health & safety hazard, 5S, issues/suggestions from workers (casual as well as permanent)
to management representative/ safety coordinator / safety chairman.
 Responsible for oh & s representative of health & safety consultation and communication
 To advise the departmental heads, supervisors and other such officers in planning and organizing measures
necessary for the effective control of personal injuries;
 To advise on safety aspects in all job studies, and to carry out detailed job safety studies of selected jobs;
 To check and evaluate the effectiveness of the action taken or proposed to be taken to prevent personal
injuries;
 To advise the personnel of store purchase department in ensuring high quality and availability of personal
protective equipment etc.
EDITION
02 01.06.2020
 To advise on matters relating to carrying out plant safety inspections;

 To carry out plant safety inspections to observe the physical conditions of work and the work practice
procedures followed by the workers and to render advice on measures to be adopted for reducing the
unsafe physical conditions and preventing unsafe actions by workers;
 To render advice on matters relating to reporting and investigation of industrial accidents and diseases;
 To investigate fatal and serious accidents and to suggest remedial measures to the management;
 To investigate the cases of industrial disease contracted and dangerous occurrences reportable under Rules
110 and 112 of the Uttar Pradesh Factories Rules, 1950;
 To advise on the maintenance of such records as are necessary relating to accidents; dangerous occurrences
and industrial diseases;
 To promote setting up of safety committees and to act as an adviser and catalyst to such committees;
 To organize in association with the concerned department, campaign, competitions, contests and other
activities which will develop and maintain the interest of the workers in establishing and maintaining safety
conditions of work and procedure;
 To design and conduct either independently or in collaboration with the organizations, departments
imparting industrial safety training, suitable training and educational programme for the prevention of
personal injuries and to hold safety seminars at least once in a year;
 To prepare annual report of accidents and industrial diseases suggesting their remedial measures and to put
it up before the annual meeting of the Board of Directors.
Authority
 To recruit security manpower after approval from Plant Head.
Accountability
 For any Non-conformance in Competency mapping, Training Need Identification, Skill matrix, Training
(Related to safety Only).
General Manager (Project/ Commercial/ SPOC for Indus)

Responsibility
 Meeting budgeted sales
 Revenue enhancement
 Onetime delivery to the customer
 Introduction of new products
 Impartment in customer satisfaction index
 Long term & short-term sales plan
 Changes as per business requirements
EDITION
02 01.06.2020
 Identify significant environmental aspects and OH&S risk and evaluation.

 To plan & ensure business growth.
 To co-ordinate release customer driven month plan to plant for production.
 To monitor production under controlled conditions.
 To follow up customer’s urgent requirements and delivery schedule.
 To coordinate sales with customer and plant.
 To ensure customer schedule entered in system.
 To ensure that supplies are made to the customer as per schedule.
 To monitor finished goods inventory control.
 New business/ New Customer Development.
 To ensure customer satisfaction/Good Relation.
 To follow-up payments from customers.
 To ensure quote submission to customer for enquiry.
 To ensure timely submission of samples.
 To ensure vehicle planning for dispatch finished goods to customer
Authority
 To receive & respond to customer inquiries
 To receive customer feed back
 To Conduct market survey & call for CFT for review
 Participation in exhibitions and fairs
 Launch schemes to the customers
available.
 To approve ship the finished goods.
 To approve customer purchase order.
 To approve premium freight to customer if any.
Accountability
 For all over business development concerns.
General Manager (Statutory/ Maintenance/ SHE/ QA)

Responsibility
 Ensuring safety, hazardous aspect in incoming materials
 Identification of safety, hazardous aspect in process, final and pre-shipment inspection.
 Control of significant safety, hazardous aspect in process, final and pre-shipment inspection.
 Responsible for product non-conformance reduction related to IMS
 Provide resources
 Quality plan
 Incoming material inspection for safety, hazardous aspect
 In process, final and pre-shipment inspection safety, hazardous aspect
 To plan & carryout calibration activities
EDITION
02 01.06.2020
 Responsible for product non-conformance reduction related to IMS

 Provide resources required for IMS implementation
 Operation & maintenance of plant & machinery
 Safety of all services equipment
 Preventive of accident/incident
 Ensure safety of all services equipment.
Authority
 Authorised to stop production in case of noncompliance related to IMS specified requirements
 Preventive and breakdown maintenance of production machines/equipment & ensuring personal safety.
 Maintenance of electrical equipment to safe condition.
 Keeping m/c electrical panel & equipment in safe condition
available.
 To identify the relevant acceptance parameters and ensure maintenance of test and inspection records of
product, process, incoming & lab testing reports.
 To declare instrument, gauges as scrap, if found unusable unrepeatable.
 To declare product as rejected.
 To approve disposition/ sale of Non-conforming product/Scrap.
 To approve quality trend data.
 To approve all quality reports
 To approve deviation & Non-conforming product.
 To approve all relevant IMS documents
 To take action against on quality team if follow any non-compliance.
Accountability
 For all over Quality concerns.
Manager Dispatch
Responsibility
 Responsible for finished product Packaging & forwarding with safety as per customer requirement
 Safe storage of finish product.
 Responsible for maintaining OHS & 5S
 Responsible for visual display
 To release customer driven month plan to plant for production.
 To follow up customer’s urgent requirements and delivery schedule.
 To coordinate sales with customer and plant.
 To make customer schedule entry in system.
 To ensure that supplies are made to the customer as per schedule.
 To monitor finished goods inventory control.
EDITION
02 01.06.2020
 To ensure customer satisfaction/Good Relation.

 To follow-up payments from customers.
 To ensure vehicle planning for dispatch finished goods to customer
 To monitor customer schedule vs supply.
 To receive customer schedule/ month plan from customer.
 To make day wise and customer wise planning of finished goods.
 To ensure daily packing records maintained.
 To ensure customer wise packing standard followed.
 To ensure no non-conformance in invoicing to customer.
Authority
 Maintaining record of finished product & to be despatched
available.
 To ship the finished goods.
 To approve vehicle planning.
 To approve packing trends & records.
 To approve packing stationery requirements.
 To change of production plan as per requirement
 To stop dispatch to correct; if any quality problem is observed.
Accountability
For all over customer concerns related to packing & dispatch
EDITION
02 01.06.2020
ANNEXURE 02 MASTER LIST OF PROCEDURES:
Sr.No. Procedure No. Procedure Title Remarks
1. SOP-01 Incoming Raw and Consumables Material Inspection procedure
2. SOP-02 Fabrication Procedure
3. SOP-03 Hot Dip Galvanizing Procedure
4. SOP-04 Material Procurement Procedure
5. SOP-05 Procedure for Guidelines in Emergency
6. SOP-06 Material Identification & Traceability Procedure
7. SOP-07 Storage, Preservation & Packing Procedure for Finish Goods
8. SOP-08 Sampling Procedure
9. SOP-09 Electrode Storage & Re-drying Procedure

Procedure for Handing & Taking Over of Machines from
10. SOP-10
Maintenance Persons after their repairs.
11. SOP-11 Hydra-Operator Qualification Procedure
12. SOP-12 Rework Procedure
13. SOP-13 PDI Procedure for Communication Towers
14. SOP-14 Disposition of NC Material
15. SOP-15 Control of inspection, Measuring & Test Equipment
16. SOP-16 Near Misses Reporting Procedure
17. SOP-17 Supplier Approval and Assessment Procedure
18. SOP-18 Environmental Health and Safety Procedure
19. SOP-19 Delivery & Dispatch Procedure
20. SOP-20 Process Change & Design change Procedure
21. SOP-21 Process for induction/joining of a new worker and training
22. SOP-22 HR Process for Employee screening
23. SOP-023 Procedure for identification of AI & HR
24. SOP-024 Procedure for risk management
25. SOP-025 Procedure for identification of statutory & legal requirement
26. SOP-026 Procedure for objectives & management program

Procedure for incident investigation and Corrective & preventive
27. SOP-027
action
EDITION
02 01.06.2020
28. SOP-028 Procedure for monitoring & measurement
29. SOP-029 Procedure for Internal audit
30. SOP-030 Procedure for Management Review.
31. SOP-031 Procedure for training awareness & Competence
32. SOP-032 Procedure for consultation & communication
33. SOP-033 Procedure for control of documents
34. SOP-034 Procedure for controls of records
35. SOP-035 Procedure for control of NC products
36. SOP-036 Procedure for customer satisfaction & feedback
37. SOP-037 Procedure for ETP working
38. SOP-038 Rework Procedure For Welding
39. SOP-039 Rework Procedure For Galvanizing
EDITION
02 01.06.2020
ANNEXURE 03 SCOPE STATEMENT FOR CERTIFICATION:
“Manufacture, Supply and Export of Steel Structures (Tower & Mounts, Foundation Bolts, Handrails, Electro Forged
Grating, Pipe Rack & Support, Material Handling Structure) for Telecom, Power Transmission, Oil & Gas, Railways
and Other Industrial applications.”
EDITION
02 01.06.2020
ANNEXURE 04 IMS POLICY:
Quality, Environmental, Health and Safety (IMS) POLICY
Quality Policy
Cellcom Teleservices Pvt. Ltd. is committed to meeting customer requirement through outstanding quality, in
the industries we serve, through policy development and by:
 Understanding customer requirements and exceeding customer expectation on mutually
agreed terms.
 Defining and managing activities as process, and clearly understanding their interrelation.
 Promoting a healthy and simulating work environment conductive to creativity, professional
accomplishment, team spirit and competency development.
 Striving for excellence through continual improvement in all organizational processes.
 Striking a winning edge balance among fact, experience and institution during decision making
process.
 Integrating the key suppliers in our business process.
Safety, Health & Environment Policy

We, at Cellcom Teleservices Private Limited, are committed to enhance environmental, health and safety
performance by complying with all applicable compliance obligations related to environmental aspects and
OHS Hazards, conservation of resources, protection of environment, and prevention of injury, ill health and
pollution. We shall continually improve our safety, health and environmental management system through:
 Compliance with Compliance Obligations and requirements relating to Environment, Occupational Health
and Safety.
 Adoption of best practices in development and manufacturing of EHS friendly products & solutions for our
customers.
 Reducing or removing adverse impacts and risks to EHS by upgrading all processes, operations and
practices.
 Enhancing EHS awareness through communication of this policy to our employees, affiliates, stakeholders
and all interested parties.
 Providing appropriate health and safety information and training to all employees of the company.
Quality Objective
 Understanding customer requirements and exceeding customer expectation on mutually agreed terms.
Measure customer satisfaction through customer feedback forms.
 Consistent training of employees for enhancement in quality of their services.
 Continual improvement through reduction in customer complaints to ideally zero level.
 Define process parameters and make them measurable for better control.
 Reduce scrap to minimum level through better process control and closer coordination production and
procurement with respect to size / specs.
 Strive for excellence through continual improvement in all organization process.
 Adopt lean thinking principals and kaizen events.
SHE Objectives
 Improve on our operations & processes.
 Evaluate and upgrade our equipment and waste management system.
 Optimize resource consumption in particular raw material, oil, power and packaging material.
 Comply and where practicable exceed the requirement of health, safety, and environment legislation and
regulations, other requirements & our customer’s related to that if any.
 Strengthen skill and competence of our employee and improve awareness of our contractors to ensure
sound, health, safety & environmental management.
EDITION
02 01.06.2020
ANNEXURE 05 ORGANIZATION STRUCTURE:
EDITION
02 01.06.2020
ANNEXURE 06 PROCESS INTERACTION CHART:
EDITION
02 01.06.2020

IMS MANUAL (Including IMS Policy, Roles and Respocibility, Authorities, List of Prodcedures and OCPs

Uploaded by

Copyright:

Available Formats

IMS MANUAL (Including IMS Policy, Roles and Respocibility, Authorities, List of Prodcedures and OCPs

Uploaded by

Document Information

Original Title

Copyright

Available Formats

Share this document

Share or Embed Document

Sharing Options

Did you find this document useful?

Is this content inappropriate?

Copyright:

Available Formats

IMS MANUAL (Including IMS Policy, Roles and Respocibility, Authorities, List of Prodcedures and OCPs

Uploaded by

Copyright:

Available Formats

CELLCOM TELESERVICES PVT. LTD. DOC. No.

INTEGRATED MANAGEMENT SYSTEM MANUAL Page 1 of 53

CELLCOM TELESERVICES PVT. LTD.

Document No: - IMSM-01

Phone No.: 09810409256, 09810371138

INTEGRATED MANAGEMENT SYSTEM MANUAL Page 2 of 53

Clause No. of Clause No. of

INTEGRATED MANAGEMENT SYSTEM MANUAL Page 3 of 53

Clause No. of Clause No. of

INTEGRATED MANAGEMENT SYSTEM MANUAL Page 4 of 53

Clause No. of Clause No. of

INTEGRATED MANAGEMENT SYSTEM MANUAL Page 5 of 53

0.3 AMENDMENT IMSET

Rev No. Chapter No. DD/MM/YY Page No. Revision Details

INTEGRATED MANAGEMENT SYSTEM MANUAL Page 6 of 53

0.4 MANUAL ADMINISTRATION

STRUCTURE OF THE MANUAL

INTEGRATED MANAGEMENT SYSTEM MANUAL Page 7 of 53

Type of Copy Issued To

Master Copy Director

INTEGRATED MANAGEMENT SYSTEM MANUAL Page 8 of 53

0.5 COMPANY PROFILE

INTEGRATED MANAGEMENT SYSTEM MANUAL Page 9 of 53

1.1 This manual is applicable to sikandrabad manufacturing site located at:

M/s Cellcom Teleservices Pvt. Ltd.

2.0 Normative Reference

INTEGRATED MANAGEMENT SYSTEM MANUAL Page 10 of 53

3.0 Terms & Definitions:

3.2 Terms related to planning

3.2.5 Objective: Result to be achieved.

3.2.8 Requirement: Need or expectation that is stated, generally implied or obligatory.

3.2.10 Risk: Effect of uncertainty.

3.3 Terms related to support and operation

INTEGRATED MANAGEMENT SYSTEM MANUAL Page 11 of 53

3.4 Terms related to performance evaluation and improvement

3.4.2 Conformity: Fulfilment of a requirement.

3.4.3 Nonconformity: Non-fulfilment of a requirement.

3.4.5 Continual improvement: Recurring activity to enhance performance.

3.4.8 Monitoring: Determining the status of a system, a process or an activity.

3.4.9 Measurement: Process to determine a value.

3.4.10 Performance: Measurable result.

3.4.11 Environmental performance: Performance related to the management of environmental aspects.

3.5 Terms related to health and safety

3.5.2 Interested party (preferred term) stakeholder (admitted term)

INTEGRATED MANAGEMENT SYSTEM MANUAL Page 12 of 53

3.5.9 Legal requirements and other requirements

3.5.10 Management system

3.5.11 Occupational health and safety management system

3.5.12 Top management

3.5.15 Occupational health and safety policy

3.5.17 Occupational health and safety objective

3.5.18 Injury and ill health

INTEGRATED MANAGEMENT SYSTEM MANUAL Page 13 of 53

3.5.21 Occupational health and safety risk

3.5.22 Occupational health and safety opportunity

3.5.24 Documented information

3.5.28 Occupational health and safety performance

3.5.36 Corrective action

3.5.37 Continual improvement