Page.

BETA Training

Apex Manual
Procedure Manual
Quality Objectives
Records/ Formats
10/2019
Revision 4.
BETA Quality Manual β Bureau Veritas

Document MD 01

Quality Manual

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TABLE OF CONTENTS

Table of Contents 2
Foreword to the Company 3
Quality Policy 4
Management 5
General Management 5
Management Committee 5
Improvement Projects 6
Curative, corrective and preventive action 6
Customer Relations Division 8
Marketing 8
Sales and Booking 8
Major Accounts 9
Customer Complaints 10
Training Division 11
Research and Development 11
Presentation of Training Courses 13
Administration 14
Human Resources 14
Finance 15
Procurement and Stores 16
Students welfare 18
Maintenance 18
Systems Division 20
Service Quality 20
IT Support 22
Library 22
Registry 23
Annex: Organisation Chart 25

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FOREWORD TO THE COMPANY

BETA Training Ltd. was established by a group of companies engaged in the

Engineering Construction Industry. Its aim was to provide high quality training in all
the skills required for the Engineering Construction Industry in particular and for the
Engineering Industry in general.

In 1984, it purchased an Instrument Training Centre from Hertfordshire County

Council and expanded its traditional role of Engineering Training to encompass
Instrumentation and Electrical/ Electronic Training.

The acquisition of an adjacent factory on the St. Albans site led to the removal of the
Instrumentation and Electronics Training Centre from Luton to relocation at St.
Albans. Both training centres are now on the same site and administered as one.

The company kept expanding and now covers a number of engineering disciplines.
The company strongly believes in professionalism and therefore focuses on selected
industries in order to optimise the training courses it offers. We currently serve
customers in construction and manufacturing industries. We continuously research
these sectors in order to be able to identify the needs and expectations of our current
and potential customers. We do this with the view of identifying new products that
may be developed to suit those needs as well as to continually adapt our organisation
in such a way that we can serve the customers well.

We believe in maximum flexibility of training. To that effect, beside standard training

courses we offer courses developed to meet the needs of individual companies.

In addition to the scheduled training sessions included in the calendar, special

sessions for individual companies may be arranged either at BETA’s training facility
or at the clients’ premises.

In order to be able to achieve customer satisfaction at all times, we have established

the Quality Management System in accordance with ISO 9001 which applies to all our
services. We view this standard as an excellent framework allowing us to go beyond
the mere effective implementation towards continually improving the system in order
to enhance efficiency of all its processes. Our Quality Management System does not
however include any requirements related to post delivery activities as these are not
applicable to us as our clients do not expect any post delivery service and
consequently are not being carried out by our organisation

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QUALITY POLICY

Customer satisfaction is the focal point of our operations. To this end we have
established a quality management system which operates all the processes required
to identify those needs and expectations in order to understand what requirements
our organisation must meet to be able to provide a training service that will satisfy our
customers.

We realise that customer training needs and expectations continually change in order
to answer the challenges of business development and the changing environment.
Therefore we must work closely with our current and potential customers to
understand the trends in order to be able to offer a suitable training service ahead of
the competition.

Those changing circumstances are the challenge that can only be addressed by
changing and improving our management system and its processes continually. To
this effect we are continually setting new objectives before various units within the
organisation. Suitable programmes are being implemented to facilitate achieving
those objectives.

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MANAGEMENT

GENERAL MANAGEMENT

The Managing Director, accountable to the Board of Directors, has ultimate

responsibility and authority to manage the company.

The Systems Director ensures that the management system functions according to
the requirements. In particular the System Director makes sure that the management
system satisfies the requirements of ISO 9001 latest edition.

The organisation chart included in the appendix to this manual illustrates the
management structure.

MANAGEMENT COMMITTEE

General

The Permanent Members of the Management Committee are

 Managing Director
 Systems Director
 Director of Studies
 Customer Relations Director
 Administration Director

Committee meetings

The Management Committee meets regularly every three month approximately, in

order to ensure that the quality management system continues to be suitable,
adequate and the effective in satisfying the requirements of the standard, for meeting
the objective and achieving customer satisfaction. The Managing Director may call an
unscheduled Management Committee Meeting at any time. The Meetings are called
and chaired by the General Manager.

The Managing Director may request department managers or other staff members to
participate in the Management Committee Meetings as non-permanent members.
Absentees will be recorded in the minutes of meeting.

The Management Committee Meeting covers the following agenda:

 Review of the minutes of the last meeting and any resultant actions.
 Results of internal and external audits.
 Nonconformity reports and corrective action taken.
 Information on preventive actions taken.
 Summary analysis of delegate feedback for the courses.

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 Summary and analysis of customer feedback including complaints and actions

taken.
 Adequacy of existing quality system and proposed improvements.
 Adequacy of existing resources and resources requirements.
 Training requirements.
 Staff suggestions.
 Review of new project plans if applicable.
 Review of progress of ongoing projects if any.
 Any other business.
 Date of the next Management Review Meeting.

The Systems Director is responsible for ensuring that required reports are prepared
and circulated to committee members at least one week before the meeting via
electronic mail.

Minutes are taken by committee members in rotation and are distributed electronically
and saved in accordance with archiving matrix.

IMPROVEMENT PROJECTS

Should the committee identify the need for an improvement project, the following will
be determined during the meeting and recorded in the minutes:

 Project objectives
 Project team
 Project leader
 Milestones and related time scale

Unless decided otherwise, as a first stage the team prepares the project plan for
presentation during the next Committee Meeting. The project plan must include as a
minimum:

 Project objectives;
 Identification of units and functions involved;
 Execution plan detailing objectives and targets for the units and individuals
involved in the project and related time scales for completion;
 Estimated cost and other resources required.

The Project Leader circulates the plan to all members of the Management Committee
via internal E-mail at least one week before the next meeting. The Project Leader will
then present the project plan during the meeting for Committee decision.

CURATIVE, CORRECTIVE AND PREVENTIVE ACTION.

The Company’s quality system requires that prompt and effective action is taken in all
cases where nonconformance related to the training service, material and equipment
used or to the Quality Management System is found.

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All nonconformities discovered are reported to the respective department’s manager

who decides what curative measures can be taken to avoid or minimise any adverse
impact on training quality.

In addition to immediate curative action, the reasons for occurrence of the

nonconformity are thoroughly studied, so that the root cause can be determined.
Results of such investigations are recorded.

The department manager must then analyse the costs of corrective action and the
potential consequences of recurrence of the problem. If it is believed that taking the
proposed corrective action is not financially viable the matter is referred to the
Managing Director for final decision. The actions in all cases must be commensurate
with the magnitude of the problem.

The Department Manager monitors the implementation of corrective actions. Any

permanent changes resulting from corrective actions taken are reflected in the
appropriate system documents.

The procedure also requires that available information be studied in order to detect,
analyse and eliminate potential causes of nonconformities.

Personnel are encouraged to indicate the areas where potential nonconformities may
occur and report such situations to the management representative. Any suggestions
on possible improvements to the quality system are also welcomed from all staff.
Such suggestions are directed to the relevant Department Managers or to the Service
Quality Department.

See document

Q 1200 – Procedure for Corrective & Preventive Actions

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CUSTOMER RELATIONS DIVISION

Customer relations cover the following activities.

MARKETING

The task groups organised by the Marketing Manager carry out market research and
analysis. The task groups analyse identified areas to determine the trends in
customers’ needs and expectations. The results of this analysis are used as a
feedback for:

 Establishing the training calendar;

 Development of new training products, and
 Identifying new requirements for the management system.

See document CR 01 - Marketing Manual.

SALES AND BOOKING

Individual customers normally require information and/or booking for one of the
scheduled courses. They are therefore referred to the Sales and Booking Office.

The Sales and Booking Office also handles organisations requiring incidental
bookings.

As most of the inquiries and bookings are made over the phone the Sales and
Booking Office has an automatic queuing system that allows the callers to move up
the queue until one of the service advisors becomes available.

Service advisors answering the call determine what the customer requires and verify
the availability of places using the computerised system ARIADNA.

Firm bookings are only available against full payment for the course. Customers
wishing to make payment by credit or debit card may make definite booking over the
phone. ARIADNA allows accepting such payments. Prior to accepting payment,
Service Advisors reconfirm the details of the requested booking and inform the client
of the cancellation policy. ARIADNA will also prompt the Service Advisor to establish
any special needs of the trainee such as disabilities, diet requirements etc. If the
Service Advisor is unsure if any of the special needs may be catered for the Students
Welfare Department must be contacted. Upon acceptance of a booking ARIADNA
will generate the booking confirmation (covering also confirmation of any special
requirements) which will be sent by the system via e-mail or fax. For clients who do
not have e-mail or fax facilities a hard copy of the confirmation sheet will be sent via
post.

Customers wishing to use a different way of payment (cheque or bank transfer or

cash payment) may make a provisional booking and will be sent a registration form.
Provisional bookings must be reconfirmed with the payment at least two weeks before

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the starting day of the course. If no payment is received ARIADNA will automatically
cancel the booking.

Written enquiries will be handled similarly except that ARIADNA will generate a
standard offer letter that will be sent together with the booking forms.

On receipt of written bookings and payment the Service Advisor will enter the details
onto the system.

Two weeks before the course ARIADNA automatically generates the final delegate
register, which includes any special requirements.

See document:

CR 02 – ARIADNA Manual.

MAJOR ACCOUNTS

The Major Accounts Department handles organisations using our services regularly.
Each Account Manager’s has a number of regular customers to serve. It is the
Account Manager’s responsibility to maintain close liaison with his/her clients and to
make sure that they are aware of all services available from BETA. Account
Managers also handle any inquiries and orders from those clients.

Scheduled Sessions

Inquiries and orders for participation in scheduled training courses are handled using
the booking subsystem of ARIADNA.

Closed Sessions

Closed sessions are those organised for single customers. These may be arranged
at BETA’s facility or at the customer’s premises. ARIADNA has a subsystem allowing
scheduling of closed sessions which takes account of the availability of tutors,
classrooms, workshops, labs and student welfare facilities. In the case of closed
sessions, clients are requested to supply the list of participants with details of any
delegate’s special requirements. Special forms are available in hard copy for the
clients who do not use the on-line registration facility made available by BETA to all
regular customers.

Customised Training Sessions

All inquiries or requests for customised or special training are forwarded to the
Research and Development Department who will assess the possibility to develop
and provide the requested training and estimate the development cost and time
frame. The Account Manager will organise the communication with the client to
ensure that complete information on customer expectations can be obtained for this
purpose.

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The Account Manager then prepares proposal that includes a preliminary session
schedule derived from ARIADNA. All proposals include a deadline for acceptance
beyond which the proposed schedule can not be guaranteed.

Should the proposal be accepted a Project Management Team is formed which

includes the Account Manager, Development Co-ordinator and a representative of the
relevant training department. This team is responsible for the whole project. The
Research and Development Department carry out the actual development work.

A list of participants is obtained as for the standard closed sessions.

Customer Feedback

Within two to three month from completion of any training service the Account
Manager contacts the customer in order to gather the feedback on how the customer
assesses the quality of service. The Account Manager will normally arrange for a
meeting with the liaison person but should this not be possible, will send the
questionnaire.

See documents:

CR 02 – ARIADNA Manual

CUSTOMER COMPLAINTS

Our procedures require that customers’ complaints whether written or verbal are
recorded and reviewed by authorised personnel to establish if they are justified. In
the case of unjustified complaints, a reasonable explanation will be offered to the
customers. All justified complaints are subject to analysis in order to determine
immediate curative action, as well as to establish the root cause of the problem in
order to implement suitable corrective action. The customer must be notified of
immediate curative measures as well as informed what corrective action will be taken
to avoid recurrence. Controls have been established to ensure that customer
complaints are timely and effectively processed.

See documents:

Q 1200 – Procedure for Corrective & Preventive Actions

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TRAINING DIVISION

RESEARCH AND DEVELOPMENT

General

The need to develop the new courses may arise from:

 Specific customer requirement

 Results of market research
 Other initiative.

Requests for the new developments are submitted to the R&D Manager who appoints
the Project Leader.

The Project Leader prepares the estimate of the development and the initial
development plan that contains:

 Project team
 Summary of learning objectives and all the other requirements including the
statutory, regulatory and otherwise legal requirements
 Identification of development milestones and time scale for completion
 Review, verification and validation methodology
 List of required output documents.

The R&D Manager or the Managing Director, according to authorisation level,

approves the cost estimate and plan for implementation.

In the case of a specific customer request the cost estimate and time scale for
development is given to the Account Manager for preparation of a suitable proposal.

Development

Once the project is given the go ahead, the development work commences with a
review meeting when the whole team reviews input information to ensure that it is
complete and clear.

During the meeting the team normally decides the schedule for further project review
meetings. All meetings and decisions taken are minuted.

Output documents

Output documents, which must be approved prior to issue by the R&D Manager,
include:

 Course leaflet
 Student Notes
 Tutor Manual containing students notes and any instructions needed to ensure a
standardised method of presentation

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 Slide set
 Exercise handouts
 Course appraisal form
 Delegate assessment sheet (for assessed courses only)
 Selection of examination papers (for assessed courses only)
 Specification of equipment and materials required.

Moderation of delegate assessment

Where assessed courses are subject to statutory and regulatory requirements the
assessment methods and the examination papers will be reviewed to ensure their
moderation against (compliance with) the applicable standard.

Final review

The final draft of the complete courseware or any completed modules is reviewed by
the Lead Discipline Tutor who verifies whether the course will meet the requirements.
The results of review are within the DOCS system.

Pilot presentation

Upon satisfactory review by the Lead Tutor a pilot presentation of the course or
selected modules is organised and attended by the R&D Manager, relevant Direct
Training Department Manager, Discipline Tutors and Project Team. The pilot
presentation is followed by a discussion, and each participant is requested to
complete a course appraisal form.

The Project Team reviews the feedback from the pilot presentation to determine if any
changes are needed. If changes are not required and the team is satisfied that the
newly developed course is able to fulfil the specific learning objectives and all other
requirements, then it is approved by the R&D Manager.

Updating the training courses

Analysis of the delegate and customer feedback, results of presentation monitoring,

changing circumstances and progress within the discipline may necessitate updating
the course material. Individual tutors may also propose changes.

Minor updates required will be reviewed and approved by the Lead Discipline Tutor
and, upon his/her recommendation, approved by the R&D Manager.

Major rewrites are done in the same way as for the original development including a
pilot presentation as appropriate. The original material constitutes part of the input
information for redevelopment.

See document: SD 05 – DOCS Manual

PRESENTATION OF TRAINING COURSES

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Training courses are presented in accordance with guidelines included in the

applicable tutor manual.

Tutors ensure that the delegates sign the attendance register.

Where an examination is performed, at least one tutor must be in attendance during

the exam.

Once all course records are completed, the tutor submits them to the Registry for
further processing.

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ADMINISTRATION

HUMAN RESOURCES

Recruitment

The company is an equal opportunity employer. All advertisements whether made by

BETA or on its behalf by employment agencies must make clear reference to the
equal opportunity policy.

Each function in the organisation has an individual job description that identifies the
qualification requirements for the job. These outline the profile of the person as well
as any formal education, training and experience requirements.

All new personnel are given induction training, which will include:

 introduction to the employee’s function in the company

 explanation of how the job contributes to achieving the high standard of service
and customer satisfaction
 introduction to the Company’s Quality System
 detailed introduction to any processes or subsystems that the employee will be
involved in
 introduction to health and safety rules
 the employee’s own responsibility for quality.

For tutors the ab initio training also includes:

 one observation of the presentation core course for the discipline

 at least one shared presentation of the core course.

A record of this training must be signed by the employee and kept in the employee file
maintained by the Human Resources Department.

Annual Interviews and Further Training

The company operates a system of annual interviews that covers all employees. The
interview is conducted with an employee by an immediate superior on each
anniversary of employment. The interview covers as a minimum the following:

 Joint assessment of employee’s performance

 Job satisfaction
 Review of effectiveness of any previously provided training
 Any further training requirements and suggestions.

The reports from annual interviews are filed in the employees’ personal files.

Department managers may also submit to the Human Resources Manager any
additional requests for staff training that may arise from changing circumstances.

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At quarterly intervals the Human Resources Manager reviews the personal files and
any extra requests and prepares a résumé report for the Management Committee
which outlines the effectiveness of the staff training programme, identifies new
training needs and contains suggested amendments to staff training plan. Upon
approval by the committee, the HR Department implement the training plan.

See documents:

Personal Files

Employee files are kept for the duration of employment plus five years. They contain
all relevant records related to employment including those required by Labour Law.

See document:

HR 05 – Personal Files
HR 2000- Procedure for Human Resources
HR 3000- Procedure for Training & Awareness

FINANCE

The Finance Department is responsible among others for issuing invoices to the
customers and for following–up the payments. This activity is covered by ARIADNA.
Other functions of the Finance Department are covered by Financial Instructions that
are not integrated within QMS.

See document

CR 02 – ARIADNA Manual

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PROCUREMENTS AND STORES

This department covers all purchasing of fixed assets and material control.

Purchasing

When purchasing materials and services, the Company attaches critical importance
to evaluation and selection of subcontractors, communication of requirements to
subcontractors, and receiving, inspection and verification of purchased products.

The procedures have been established which ensure that:

 Only suppliers included in the approved list are used, and the mechanism for
selection of new suppliers is in place. Selection criteria are defined and allowance
has been made to approve vendors based on trial orders or samples.
 The performance of approved suppliers is monitored and recorded.
 Purchasing documents clearly and completely describe ordered products and the
quality requirements.
 Where appropriate pre-shipment verification arrangements and authority to
release the product are clearly notified to the subcontractor.
 Purchasing documents are reviewed and approved prior to release.

Stores

All materials shall be handled in a way that prevents damage and deterioration during
storage, processing and delivery. Where appropriate, special equipment will be used
to transport materials from point to point.

Material control is accomplished using a computerised Stock Control System.

A designated area is provided for incoming materials. All subsequent movement of

materials is subject to satisfactory receiving verification and is controlled through the
application of the established procedure and defined authority levels.

Items are stored in designated areas in accordance with the rack/bin allocation plan
with the following main categories:

 Equipment
 Measuring and testing instruments
 Consumables
 Stationery
 Course manuals
 Customers’ items

The issue and receipt details of all material and equipment in stores is recorded in the
system to ensure that product usage can be accounted for and to ensure that
adequate stock levels are maintained. When the quantity of an item falls below such
levels, the purchase requisition is automatically generated by the system.

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Equipment is inspected upon return to the stores and any damages or malfunctioning
is reported in writing to maintenance.

Stores receive and issue items belonging to customers and provided for training
purposes in accordance with the standard procedure. Any loss or damage is reported
in writing to the relevant Account Manager who advises the client accordingly.

Where appropriate, products are stored in a manner that enables them to be issued
on a first in first out basis.

During the annual stocktaking, the store supervisor verifies the physical condition of
individual items.

The concerned personnel are responsible for identification, recording and immediate
reporting of any unsuitability, damages, deterioration or other non-compliance of
materials or equipment. Such instances are reported to the Stores Manager or
Maintenance Manager, as appropriate, who will decide the course of action.

Procedures provide for suitable identification of nonconforming products to prevent

unintended use.

The procedures require that, apart from immediate disposition, the reasons for
product nonconformities be analysed to determine the corrective actions required in
order to avoid recurrence.

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STUDENT WELFARE

The Student Welfare Section operates the reception desk and ensures that students
are adequately taken care of. The responsibilities of the section include:

 supervision of canteen (operated by a contractor),

 arranging accommodation where required,
 assistance in travel arrangements,
 assistance with immigration formalities for foreign students

There is a permanent nurse in attendance to ensure that adequate first aid is

provided.

The Student Welfare staff receives from ARIADNA any information on students’
disabilities, dietary and any other special requirements and ensures that they are
provided for.

Any incidents involving injury of students are logged and, where applicable are
advised to the sponsor.

Reception

On arrival all students report to reception and sign the register. Any absenteeism of
students who are not self-sponsored is reported by reception to the relevant Account
Manager who notifies the sponsor by e-mail or fax.

See documents:

CR 02 – ARIADNA Manual

MAINTENANCE

Maintenance

The annual maintenance programme is prepared and followed to ensure that all
equipment and facilities are adequately maintained.

Measuring and Testing Instruments

Where the accuracy of inspection, measuring, and test equipment used during
training is important for the learning process, such equipment is controlled and is
maintained on a regular basis.

The Maintenance Department keeps a calibration schedule for all such equipment.
The measuring and test equipment is subject to either external calibration by
independent bodies or in-house verification by qualified personnel.

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Results of calibration are recorded and the Maintenance Department keeps records.
Calibrated equipment that is suitable for use bears a calibration sticker showing the
next due date.

Calibration certificates/ records provide traceability to national or international

standards.

Defective equipment is taken out of service for repair or disposal. If defective

equipment was used during a course, the effect on training results will be assessed.

See Documents :

Q1850- Procedure for Calibration of Test Equipment

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SYSTEMS DIVISION

SERVICE QUALITY

Delegate and Client Feedback.

A Service Analyst prepares quarterly summary reports based on:

 course appraisal forms filled in by students prior to completion of the course

 customer feedback from major accounts, and
 delegate surveys as outlined before

Every three months ARIADNA draws a sample of 10% of students who have
completed the training courses approximately six month earlier. The system will
generate customised letters asking the delegates to complete and return a
questionnaire aiming at assessing to which extent the course helped the participant to
develop the required skills and achieve job satisfaction. An incentive scheme is in
place to encourage delegates to respond. The Service Analyst prepares relevant
summary reports.

The summary reports contain the analysis of trends and are prepared using simple
software.

Both reports are circulated to the Director of Studies, relevant department managers
and the Research and Development Manager for comments. Reports with comments
are presented to the Management Committee.

Audit Programme

Procedures have been established which ensure that all processes of the Quality
Management System are regularly audited.

The Service Quality Manager prepares an annual audit programme in the Lotus
Notes environment. The schedule is prepared on the basis of the status and
importance of the activities and taking into account the results of previous audits. The
audit programme is constructed in such a way that both individual audit results and
collective results of the programme allow to determine if the Quality Management
System continues to comply with ISO 9001 (latest edition). Upon approval by the
Systems Director the audit schedule is circulated electronically to all concerned.

Audits are prepared and planned by the auditors. The audit plan ensures that the
processes in given area and their interactions are assessed to verify their
effectiveness in producing the required results. Programme planning ensures that in
all cases the auditors will be independent from the persons responsible for the area
being audited and will not be involved in the work being audited.

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All nonconformities discovered during the audit are recorded separately and an Audit
Report is prepared. The results of the audits are communicated to the respective
department managers, who are responsible for carrying out the agreed corrective
actions within the time limit agreed. The procedure requires that the implementation
and effectiveness of corrective action is verified by a follow-up audit, which is initiated
by the Service Quality Manager.

The Quality Manager submits the audit results to the next Management Review
Meeting. This information is evaluated to assess the effectiveness of the quality
system and to determine if any improvements in the system are required.

See document:

Q 1200- Corrective and Preventive Action Procedure

Course Presentation Tutor Performance Monitoring

The System Quality Manager in co-operation with the Director of Studies prepares
within the Lotus Notes environment (Subsystem MONITOR) a programme for visiting
the courses by Lead Tutors in given discipline. As a minimum each tutor must be
visited once per year and each type of course must be visited at least once a year.
Subsystem MONITOR allows to optimise the schedule to minimise the number of
man-days. The relevant Department Manager and Director of Studies visit courses
run by Lead Tutors.

The visiting tutor prepares a report in the MONITOR database. The report is
electronically sent to the visited tutor for comment and then to the relevant
Department Manager for comment and recommendations. The Analyst in the Service
Quality Department prepares a summary report for the Management Committee.
Individual trainer reports are electronically transmitted to the Human Resources
Department for filing.

See document:

Q 1200- Corrective and Preventive Action Procedure

Co-ordination

Service Analysts are also involved in gathering and analysing any feedback and
suggestions from staff members that can not be immediately directed to any of the
line managers. A summary of such information is submitted to the Management
Committee.

IT SUPPORT

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The function of IT Support is the maintenance of hardware and software used within
the company. The department ensures that all databases are backed up at 17:30 hrs
every day. It is also ensured that all computers, including any portable equipment,
have the latest version of the best available antiviral software.

LIBRARY

The function of the library is:

 Maintenance of professional literature.

 Subscription and maintenance of legislative and regulatory documents as directed
by the company’s legal advisor.
 Maintenance of the master set of courseware and any related forms.
 Maintenance of any required standards through BSI Plus system
 Control of quality system documents.

Document Control

The staff in the library is responsible for overseeing the Lotus Notes based document
control system DOCS.

The quality system internal documentation includes, in order of precedence:

 The Quality Manual,

 Procedural Documents where needed,
 Tutor Manuals,
 Delegate Notes and Handouts,
 Forms.

All internal documents are maintained in electronic version within the DOCS system.

The system ensures that:

 All documents are reviewed and approved prior to being made available to the
users. The approving authority for each document is identified by the two-letter
prefix in the document number.

 All changes to documents are reviewed and approved by the same functions as
the original documents, and are available to all qualified users.

 Obsolete documents are archived and are not accessible to users.

 Documents are reissued after a number of changes have been made.

The DOCS System Administrator ensures that the list of authorised reviewers and
users for each document is kept up to date as directed by the System Director.

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The System allows users to submit change requests that are automatically e-mailed
to the authorised reviewers. Once a reviewer approves the change, the old version is
automatically archived and the new version becomes current.

Tutor Manuals are produced in hard copies and are issued to tutors against signature
on the distribution list.

Students’ manuals and handouts are ordered from the company’s printers. The
Library staff co-ordinate with the Procurement Department to ensure that the printers
are issued with the current version of the documentation (soft copy).

The Quality Manual may be reproduced for commercial use or prequalification

purposes. Such distribution will not be controlled.

See document:

SD 05 – DOCS Manual
Q 1400- Procedure for Control of Documentation

REGISTRY

Course Certification

After completion of the course all course records including:

 Delegate register
 Attendance lists
 Marked examination papers (where applicable)
 Delegates assessment sheets (where applicable)
 Course appraisal forms

are submitted to the Registry. Course Registrars enter the relevant data into the
database within ARIADNA, which will automatically generate appropriate certificates
or notification of failure. Certificates and notifications are being sent directly to the
clients. The Course Registrar also prepares the course appraisal summary, which is
sent to the Service Analyst in the Service Quality Department.

See document:

CR 02 – ARIADNA Manual

Archives

Most of the records are maintained in electronic form and are automatically indexed.
All electronic records, unless otherwise stated in the procedures, are maintained for a
period of five years, whereupon they may be deleted at the discretion of responsible
managers.

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BETA Quality Manual β Bureau Veritas

Individual course records are archived in hard copy for a period of three years. Each
course has an individual file indexed by the course number.

All other hard records, except personnel records, are kept for the period of five years
and are filed in the archives. Records may not be removed from the archives unless
a receipt is issued.

All working files must be transferred to Archives as soon as the job is done. Upon
expiry of the retention period the records are shredded unless any interested party
has requested the storage be prolonged.

When contractually required, the customer shall be afforded access to the quality
records pertaining to the contract.

See document:

Q 1600 -Procedure for Control of Records

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BETA Quality Manual Bureau Veritas

Appendix: Organisation Chart

Board of Directors

Managing Director

Director of Studies Customer Realations Director Administration Director Systems Director

Electrical Department Marketing Human Resources Service Quality

Electronic Department Sales & Booking Office Finance IT Support

Instrumentation Department Major Accounts Procurement & Stores Library

Mechanical Engineering Students Welfare Registry

Department

Civil Engineering Department Maintenance

Computer Skills Department

Research & Development

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BETA Quality Manual Bureau Veritas

Head Office

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 Procedure Manual
BETA Training - Procedures

Beta Training.

Page 1 of 19
 BETA Training - Procedures
TABLE OF CONTENTS

Q-1400 Procedure for Control of Documentation. Pg. 04

Q-1600 Procedure for Control of Records Pg. 06
Q-1850 Procedure for Calibration of laboratory equipment Pg. 08
Q-1500 Non-Conforming output Procedure Pg. 09.
Q-1200 Corrective & Preventive Action Procedure Pg. 10.
Q-1100 Internal Auditing Procedure Pg. 12.
Q-1000 Procedure for Management Review Pg. 14.
HR-3000 Training and Awareness Procedure Pg. 15
HR-2000 Human Resources Procedure Pg. 18

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BETA Training - Procedures

REV.
PROCEDURE LEVEL REVISION CHANGES

Q-1400 REV. A

Q-1600 REV. A

Q-1850 REV. A

Q-1500 REV. A

Q-1200 REV. A

Q-1100 REV. A

Q-1000 REV. A

HR-3000 REV. A

HR-2000 REV. A

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 BETA Training - Procedures

PROCEDURE FOR CONTROL OF DOCUMENTED INFORMATION

Q-1400 REV. A

RESPONSIBILITY/AUTHORITY

It is the responsibility of the Systems Director to maintain the Quality Manual, associated
procedures, and instructions.

SCOPE

The scope of this procedure covers all controlled documentation utilized at Beta Training
for the production and distribution of machined components.

PURPOSE

The purpose of this procedure is to provide for a system and instructions, and to assign
responsibilities for establishment, review, authorization, issue, distribution, and revision of
controlled documents.

APPLICATION

This procedure applies to the following categories of documents:

 Quality manual;
 Operational procedures;
 Work instructions;
 Standards and other technical reference materials;
 All documentation related to design and development of courses which are of
confidential nature and considered as intellectual property of Beta Training. Special
Controls are provided for restricted access of these documentation
This procedure concerns all departments.

PROCEDURE

Identification

Documents are normally identified by their title, number, date of issue, revision level,
identification of the issuing authority, and approval signature.

Work instructions posted on walls, or otherwise displayed at classrooms, computer

workstations, are dated, authorized, and identified with a revision level. When revised,
obsolete instructions are removed and new versions are affixed in their place.

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BETA Training - Procedures

Establishment of initial issues and revisions

Personnel at all levels are encouraged to identify the need for, and propose issue of new
procedures, work instructions and additional product-related documents. All personnel are
also encouraged to critically evaluate the documents they use and request revisions to
correct errors and inconsistencies. Documents must be readily understandable by those
who are expected to use them.

Heads of the Department along with input from operational personnel can request the
issue of a new document or revision of an existing one.

Initial issue

Prior to issue and release, documents are reviewed for adequacy, correctness, and
conformity to quality policies. A document is considered to be formally issued when it is
authorized and approved for release by the issuing authority

For electronic documents (Course design records, teaching plans, course material,
presentation material etc) are approved and authorized by the Managing director. Only
the current version of the program is available on the network, system is backed on a
daily basis.

Revisions

Changes to documents are reviewed and approved by the same function or department
that approved the initial document, unless specifically designated otherwise.

Revision of a paper document is considered to be formally issued when it is authorized

with the required approval signatures. Revision of an electronic document is issued when
the revised document is posted on the network.

Placement of initial issues and revisions

The quality manual and operational procedures will be maintained in the Systems
Directors office. All personnel have access to the manual and procedures; no copies of the
manual or procedures will be permitted. Departmental procedures and work instructions
are placed at workstations affected by the document. Documents directly related to
specific products and processes are distributed to document stations in production areas
or, for custom orders, are enclosed with the production work order.

Revisions of documents are distributed to the same personnel and locations as the original
issues. Every copy of a revised document is distributed with a cover sheet that contains a
change brief describing what has been changed and what is new. The cover sheet also
contains a note instructing the recipient to remove and destroy the old, superseded
version of the document. Maintaining unauthorized files with superseded revisions of
controlled documents is prohibited. All obsolete documents are removed from use and
destroyed.

Electronic documents are posted on the network and are available for viewing and printing

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BETA Training - Procedures
from relevant computers and terminals. When a document is revised, the old edition is
taken down from the network and is substituted with the revised document.

Master list

The Systems Director maintains the master list of all issued documents. The list identifies
each issued document by its title, number, date of issue, the last revision level, and
distribution (if not otherwise provided).

PROCEDURE FOR QUALITY RECORDS

Q-1600 REV. A

RESPONSIBILITY/AUTHORITY

The appropriate department heads will control all records with all employees authorized to
complete records associated with the execution of verification activities and production.

SCOPE

This procedure applies to all records demonstrating conformity of products and the quality
system, and in particular records listed in the records matrix.

PURPOSE

The purpose of this procedure is to provide for a system and instructions, and to assign
responsibilities for establishing, storage, and retention of quality records.

APPLICATION

This procedure concerns all departments that establish and maintain records. The records
matrix lists the relevant departments for each type of record.

PROCEDURE

General

Quality records provide the evidence that finished products conform to specifications, and
that the quality system is operated in accordance with documented procedures and that it
is effective. Where required, records also include tractability information.

Establishment of records

Records are normally established by personnel directly involved with the task, operation,
or activity whose results need to be recorded.

Specific record formats are usually prescribed by procedures that call for their

Page 6 of 19
BETA Training - Procedures

establishment. These can be forms, reports, minutes of meetings, sign-offs or stamps

placed on other documents, and so forth.

As the company transitions form paper to electronic systems, growing number of records
are being established and maintained in electronic media. These may be in the form of
text documents, spreadsheets, databases, and specialized software.

Identification

Records identify or reference the product, person, or event to which they pertain. Records
are dated, and identify the function or person who established the record.

Indexing and storage

Records are indexed and grouped to facilitate their retrieval. Binders, drawers, cabinets,
computer disks and tapes, etc., containing records are clearly labeled with identification of
their content.

Records are normally stored by the same department that initially established the record.
Records are stored in a dry and clean locations. Records and other quality documents may
not be stored in private desk drawers or other obscure locations that are not generally
known.

Electronic records are regularly backed up.

QUALITY RECORDS MATRIX

The records matrix (Form 01) contains the controls of specified records in including
identification, storage/location, access, retention time and disposition.

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BETA Training - Procedures

Calibration of measuring and Test resources

Q-1850 REV. A

Purpose:

This procedure will help to establish gage calibration practices. It will also describe the
frequency of calibration and the tractability of calibration.

Procedure:

This procedure applies to all equipment and instruments purchased for the laboratory and
demonstration purposes as part of the training courses. These equipment include electrical
and civil engineering tools, meters, instrumentation

A certified outside contractor calibrates all these equipment biannually

All calibration information is recorded into the Calibration Logs, which are stored and
controlled using the Systems department’s computer system. The Calibration Log is used
to track Calibration frequency. Also the log is used to track any equipment with calibration
problems.

If an equipment falls out of calibration it will be noted in the calibration log. If the System
director feels it is necessary he/she can change the frequency of the calibration.

Procedure for NON-CONFORMING Outputs

Q-1500 REV. A

PURPOSE

The purpose of this procedure is to provide for a system and instructions, and to assign
responsibilities for identification, documentation, and disposition of nonconforming and
suspect products.

APPLICATION

This procedure applies to all course design outputs, purchased materials, teaching
assignments, marked papers, examination results and final student score cards

PROCEDURE

Page 8 of 19
BETA Training - Procedures

General

Beta Training Ltd has established processes to verify, monitor and measure products and
processes at various stages. This includes new courses developed, student evaluation
process, client feedback process, etc

Identification and documentation

The non-conforming process outputs ( which are documents) are identified with a red
colored folder with all non-conforming outputs placed inside it and suitably identified.
Appropriate documentation are retained for the non-conforming outputs

Nonconformity review, Containment, Corrections & Corrective Action

 Design & Development outputs: Design Director is responsible for this activity. He
reviews the non-conforming design outputs on a project by project basis and suitably
decides on whether to discontinue the project/ rework on the project and corrective
actions thereof.
 Results of students and related documents of Customized training, Closed trainings and
scheduled training: Director of studies is responsible for this activity. She reviews on a
monthly basis all the results of all types of courses and decides on various actions.
 Student and client feedback : System director is responsible for this activity. He reviews
the results of all kinds of student feedback and decides on various actions
Control of repaired and reworked outputs:

Rework is done for students who fail in the course assessments. Students are provided
with special coaching and allowed to re write the examination as per Beta’s Policy and re
evaluated

Non-Conforming research and development outputs are generally reworked to meet client
requirements.

Non Conforming training delivery, which are reflected by poor feedback by students and
client are specially treated at the Managing directors level.

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BETA Training - Procedures

PROCEDURE FOR CORRECTIVE & PREVENTIVE

ACTIONS
Q-1200 REV. A

PURPOSE

The purpose of this procedure is to provide for a system and instructions, and to assign
responsibilities for initiating, requesting, implementing, and checking the effectiveness of
corrective and preventive actions.

APPLICATION

This procedure applies to preventing and correcting nonconformities related to all those
process outputs, as outlined in our procedure for Control of Non-Conforming process
outputs,system deficiencies as reflected from internal audits and other sources and
customer complaints

PROCEDURE

Preventive actions

Preventive actions are implemented where there is an increased risk for potential
nonconformity. The need for a preventive action is identified on the basis of information
regarding capability and performance trainers and laboratory staff, adequacy of existing
procedures and work practices.

Director of Studies and System Director are jointly responsible for implementation of
Preventive Action procedure

Preventive actions are initiated when quality performance data indicates that there are
trends of decreasing quality capability and/or effectiveness of the quality system. For
example, it may be increasing incidence of student failure or increasing unapproved
courses by clients or increasing number of audit findings against the same element of the
quality system or department.

When a problem requiring preventive action is identified, the process of dealing with the
problem follows the same steps that apply to corrective actions, as described in this
procedure for Corrective Actions, Requesting and Processing CARs.

In subsequent processing stages both types of actions are referred to as corrective

actions.

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BETA Training - Procedures

Corrective actions

Corrective action requests (CARs) can be directed to the Beta’s internal departments.

Initiation of a CAR may be proposed by anyone in the organization, but Service Quality
manager is the single point responsible for handling all CARs

Requests to initiate a CAR are made in writing to Service Quality department or Systems
Director.

Requesting and processing CARs (applies also to preventive actions)

Corrective and preventive actions are requested using the Internal CAR form,

Upon receiving a request for corrective action, the responsible departmental head
investigates the cause of the problem that initiated the request, proposes a corrective
action to be taken, and indicates the date by which the corrective action will be fully
implemented. The party initiating the request reviews and approves the proposed action.

On, or immediately after, the due date for implementation of a corrective action, Service
Quality Manager or Systems Director follows up with an inquiry or an audit to determine if
the corrective action has been implemented and if it is effective.

When there is objective evidence that the corrective action is effective, the CAR can be
closed out. If more work is needed to fully implement the action, a new follow-up date is
agreed upon.

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BETA Training - Procedures

INTERNAL AUDITING PROCEDURE

Q-1100 REV. A

PURPOSE

The purpose of this procedure is to provide for a system and instructions, and to assign
responsibilities for conducting internal quality audits.

APPLICATION

This procedure applies to all activities comprising the quality system.

This procedure directly concerns Service Quality Department and Systems Department
and to all departments.

PROCEDURE

Internal quality audit plan

Service Quality Manager and Systems Director is responsible for planning and scheduling
internal quality audits. Each activity/department is audited at least once a year.

In addition to the annually scheduled audits, certain activity/departments are selected for
more frequent auditing, depending on their status, importance, and past compliance
history.

The audit plan is a matrix with the vertical side listing all activities of the quality system
and the horizontal side listing departments where the quality system is implemented.

Thus, fields in a column represent activities that take place in the departments. Not all
fields are relevant. For example, Product Monitoring and measurement field are not
relevant in the Human Resources department (location). Fields that are not relevant are
crossed out. A field at the intersection of a relevant activity and location represents an
auditable activity/department

The internal auditing plan schedules dates and assigns audit teams for all auditable
activity/departments.

The internal audit plan is synchronized with management reviews of the quality system
(refer to The Quality Manual, Management Review), so that results of an auditing cycle
are available for the management review meeting.

Audit team

Personnel assigned to carry out internal audits are independent of those having direct
responsibility for the audited activity. If there is no conflict of interest, it is usually the
Systems department that conducts the audits.

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BETA Training - Procedures

Activities that are the responsibility of Quality Assurance are usually audited by
Engineering or other executive managers. Personnel from other departments are
encouraged to familiarize themselves with auditing techniques and participate in the
internal auditing program as assisting auditors.

Internal auditors are trained by the Service Quality manager. Quality Assurance maintains
a library of publications, articles, and standards instructing in auditing techniques, and
auditors-in-training are required to use the library for self-study. Training and/or use of
the library are recorded in personnel training records maintained by Quality Assurance.

Preparing for audit

Auditors prepare for an audit by fully familiarizing themselves with the ISO 9001 standard,
refreshing their knowledge of the quality manual and relevant operational procedures,
reviewing nonconformity reports and corrective actions files, and preparing questions and
checklists.

Conducting and reporting the audit

The manager responsible for the area scheduled for audit is contacted at least one week
in advance with the proposed audit date. The manager responds with a confirmation, or
proposes an alternative date.

While conducting the audit, auditors seek objective evidence demonstrating whether the
audited activities conform with the requirements of the documented quality system, and
whether the system is effectively implemented and maintained. When a nonconformity is
noted, it is brought to the attention of, and discussed with, the responsible manager.

Before the end of an audit each noted nonconformity is documented using the Audit
Nonconformity Report form (a model of the form is enclosed in the documents titled Beta
Records and formats). Auditors fill out only the first part of the form, describing the noted
nonconformity. The form is then handed over to the responsible manager who uses its
second part to propose a corrective action.

Corrective action and follow up

Once a nonconformity is identified and documented, upon receiving the report, the
responsible manager investigates the cause of the problem noted as a nonconformity,
proposes a corrective action to be taken, and indicates the date by which the corrective
action will be fully implemented. The auditor reviews and approves the proposed action.

On, or immediately after the due date for implementation of corrective action, the auditor
follows up with an inquiry or an audit to determine if the corrective action has been
implemented and if it is effective. When there is objective evidence that the corrective
action is effective, the nonconformity report is closed out. If more work is needed to fully
implement the action, a new follow-up date is agreed upon.

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BETA Training - Procedures

Documentation and record

Internal audits, implementation of resulting corrective actions, and follow-up audits are
documented using the INTERNAL AUDIT NONCONFORMITY REPORT form,

Part 1 of the form contains a description of the nonconforming condition, Part 2 contains
the proposal for a corrective action, and Part 3 is reserved for the follow-up audit and
closeout of the report.

Pending nonconformity the auditor who initially issued the report keeps reports. Storage
location and retention period for closed-out nonconformity reports are specified in
Procedure Q1600, Control of Quality Records.

At the end of an auditing cycle, all nonconformity reports established during the cycle are
compiled and analyzed, and are presented at the management review meeting.

PROCEDURE FOR MANAGEMENT REVIEW

Q-1000 REV. A

PURPOSE

The purpose of this procedure is to provide for a system and instructions, and to assign
responsibilities for conducting PERIODIC planned reviews by the top management.

This procedure applies to all activities comprising the quality system.

This procedure directly concerns the Top Management/ management Committee, and is
indirectly relevant to all departments.

PROCEDURE

Planned intervals

System director is responsible for planning and scheduling management reviews. Unless
reviewed and changed, reviews are held every month in the first week for the review of
performance in the previous month. In January of every year the review takes a bigger form
to review the performance of the full previous year, where the board also presents
themselves for reviews.

Systems director normally chairs the reviews. Wherever possible physical meeting of all
stake holders within Beta is arranged. Otherwise the review happens without physical
meeting.

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BETA Training - Procedures

The management review inputs

The input/agenda for the monthly management reviews include in addition to all
requirements of ISO 9001 standard, other issues such as employee satisfaction, customer
satisfaction, attrition, student admission status etc.

Normally the process owners / stake holder in the form of heads of departments and other
support activities make a presentation thorough PowerPoint presentation in a prescribed
format. Discussions and debate happens over every success factor as well as areas of
concern.

The management review inputs

The systems director proposes actions for each subject and the managing director gives the
final decision.

In the annual review held in January, the financial performance, including profitability,
decisions on dividends and other financial transactions happen, such as appointment of
directors in place of retiring directors, appointment of auditing firms for the next year,

Annual budget, annual plans for the next year is also chalked out in this review. This
includes plans for capital expenditure, development of new training courses, appointment of
new faculty members, plans for collaboration, new approvals and accreditations etc..

The management review outputs

The output of the management review is recorded in the form of Minutes of the meeting
and where applicable an action plan

TRAINING & AWARENESS PROCEDURE

HR-3000 REV. A

PURPOSE

The purpose of this procedure is to provide for a system and instructions, and to assign
responsibilities for determining training needs and providing the required training, for
establishing awareness programs, and for maintaining training records.

APPLICATION

This procedure applies to all training and awareness programs provided by Beta Training
Limited.

This procedure concerns Human Resources and all departments that provide training for
their employees.

Page 15 of 19
BETA Training - Procedures

PROCEDURE

Training and awareness needs

The objective of Beta Training limited training program is to ensure that employees are
familiar with relevant requirements of the quality system pertaining to their job functions;
and that they possess the required knowledge and skills for performing their jobs.

Awareness programs focus on understanding the importance of customer requirements,

and on the relevance of individual contributions to meeting these requirements and
achieving the quality policy and objectives.

Human Resources department is responsible for identifying training and awareness needs
for company-wide programs, such as: general orientation, rules and regulations, quality
system, safety, and other company-wide systems and issues.

Departmental managers are responsible for identifying training needs in their departments
and for establishing departmental training programs. Departmental training is primarily
focused on increasing the level of skills in operating equipment and processes, conducting
inspections and testing, using analytical and statistical techniques, etc.

Company-wide training and awareness programs

General orientation and quality system training: Human Resources provide

employee orientation training to all new and existing employees. This training familiarizes
employees with administrative rules, employee programs and benefits, etc.; and explains
the product, product requirements, and the quality system. At a minimum, the product
and quality system training comprises:

 Product orientation with emphasis on critical quality characteristics;

 Presentation of the company's quality system;
 Discussion of quality policy; and
 Explanation of how individual employees can contribute to maintaining and improving
the quality system.
Participation in the employee orientation training is recorded. Human Resources maintain
these records.

Safety training: All employees are trained in safe work practices, first aid, use of
personal protective equipment, and emergency procedures, as applicable. Departments
provide safety training by Human Resources or directly. The department that provides
training maintains training records.

Page 16 of 19
BETA Training - Procedures

External training: Beta Training has an educational reimbursement policy for employees
who participate in seminars, conferences, and other forms of external training. Requests
for external training are evaluated and processed by Human Resources.

Self-study: Beta Training encourages personnel on all levels to read professional reports,
magazines, and books. Requests for magazines and books are evaluated and processed
by individual departments. Self-study is considered in formal recognition of skills as an
alternative form of training. Where appropriate, self-study is recorded.

Departmental training

Each department is responsible for providing the necessary training to ensure that its
employees are skilled, capable, and competent to perform their functions.

On-the-job training, i.e. working under supervision of a more experienced employee, is

used when appropriate. On-the-job training is recorded, to include its scope, duration, and
the name of the person who supervised the training.

Individual department heads maintain records demonstrating who is qualified for what

Employees who, prior to implementation of this procedure, have proven experience in

operating processes and equipment do not need to be trained, but their skills are
identified and recorded.

Those employees who do not perform satisfactorily are provided with additional or
repeated training.

The trainers team is regularly sponsored to external training, conferences, workshops and
seminars so that they get the view of external world and can bring in fresh views and
knowledge to Beta.

Training effectiveness evaluation

The following methods and approaches are used for evaluating the effectiveness of
training provided:

Follow-up evaluation of individual employees: Following competency or skill their

supervisors or departmental managers evaluate training employees. This evaluation
assesses whether a particular training has achieved its objectives and the employee is
sufficiently competent and/or skilled to perform the new job function for which he or she
was trained. Results of this evaluation are recorded and are kept together with the original
training record.

Review of overall performance in areas related to particular training: When

wider groups of employees are trained in safety, emergency procedures, or
interdepartmental systems, this type of training is evaluated by comparing statistical
performance data from before and after the training was provided. For example, the
effectiveness of safety training is measured by tracking rates of work-related accidents.

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BETA Training - Procedures

Correlation of training with nonconformities and system failures:

Training and competency are always considered when investigating causes of product and
process nonconformities and failures of the quality system. When inadequate training is
the cause, the investigation goes further to determine specifically which particular training
is at fault. This training is then reviewed and improved, by changing its scope, format, or
frequency, as appropriate.

Global evaluation of training by management review: Training and awareness

programs and their effectiveness are evaluated by management reviews. This includes
presentation and discussion of data correlating quality performance in particular areas
with specific training and awareness programs.

HUMAN RESOURCES PROCEDURE

HR-3000 REV. A

GENERAL POLICY
Beta Trainingidentifies personnel training needs, provides required training, and evaluates the
effectiveness of the training provided. Personnel assigned to perform specific tasks, operations,
and processes are qualified on the basis of appropriate education, experience, or training.
Employees are made aware of the relevance and importance of their activities and how they
contribute to the achievement of quality objectives. Records of personnel qualifications and
training are maintained.

PROCEDURAL POLICIES

Identification of training needs and awareness programs

Human Resources department is responsible for identifying training needs and awareness
programs for company-wide participation, such as: general orientation, rules and
regulations, quality system, safety, and other company-wide systems and issues.

Departmental managers are responsible for identifying competency requirements and

training needs in their departments, and for establishing departmental training programs.
Departmental training is primarily focused on increasing the level of skills in operating
equipment and processes, conducting inspections and testing, using analytical and
statistical techniques, and so forth.

In addition, training needs are often identified in response to corrective or preventive

action requests (CARs), as inadequate training may cause nonconformities.

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BETA Training - Procedures

Awareness and training programs

Beta Training provides, or supports, the following categories of company-wide and

departmental training and awareness programs:

 General orientation and quality system awareness training — Explains how new
courses are developed, how trainings are delivered and how the courses are evaluated
 They are also given orientation training on how the quality system works to ensure
product /service quality
 Safety training — Instructs in safe working practices, first aid, etc. provided to all
employees.
 External training — External seminars, conferences, and courses. Provided to
individual employees on as-needed basis.
 Self-study — Reading magazines, books, and reports. While all employees are
encouraged to broaden their knowledge through reading, in some cases self-studying
may be required as formal training.
 Skill training in engineering disciplines—departmental training in specific skills.
Often provided as on-the-job training.
Effectiveness of training

Effectiveness of training is evaluated using the following approaches:

 Follow-up performance evaluation of trained employees

 Review of the overall performance in areas relevant to particular training programs;
 Consideration of competency and training when investigating causes of quality system
failures and product or process nonconformities; and
 A global review of all training and awareness programs, conducted within the
framework of management reviews of the quality system.
Training records

Training records are established for all types of training. Records are normally established
and maintained by the department that provides the training. Human Resources maintains
as-hired qualification records, and may also have copies of some departmental training.

Page 19 of 19
 Page.1

Quality Objectives

Beta Training

β
10/2019 Quality Objective Documentation
Revision 4.
 Page.2

Quality Objectives:

Sr. Responsible function/ Objectives

No Process
1 Customer Relations To maintain Satisfaction level of key clients
above 98 %
2 Research & At least 90 % of courses designed /
development developed by them are accepted by the
customer right at the first time

3 Human Resourcess To ensure employee satisfaction level higher

than 75 %
4 Finance To ensure that at least 95 % of invoices are
generated within 3 working days from the
close of the training courses

5 Procurement & Stores To maintain suppler performance above 98 %

6 Student Welfare No injuries to students due to BETA ‘
infrastructure related issues
7 Systems Division To ensure that the student feedback is
collected regular every quarter

10/2019 Quality Objective Documentation

Revision 4.
Beta Training Ltd.
NCR
REF.NO: 1690.35
Beta Training Ltd

NOTE NO: NR 01/10 TEAM LEADER: L. A. ditor

DATE : 05 FEB 20xx AREA: MR TEAM MEMBER: A. Ditor
STANDARD & CLAUSE: ISO 9001 : 2015 CL. 4.3 AUDITEE REP. Preventor
NCR:

The practice of excluding the determination of Risks and Opportunities from the Quality management
system has not been stated in the quality manual and also the justification for exclusion is not stated.

C A Proposed:

Manual will be revised to state the exclusion of Risks and opportunities.

Acceptance by auditee:

CA Accepted.

FOLLOW-UP COMMENTS:

Not required.

Bureau Veritas Certification, Oct 2019 Page 1 of 4

Beta Training Ltd.
DISCREPANCY REPORT
REF.NO: 1690.35
SUPPLIER: Beta Training Ltd

NOTE NO: NR 02/10 TEAM LEADER: Mr L.A. Ditor

DATE : 05 FEB 20xx AREA: Purchase TEAM MEMBER:
STANDARD & CLAUSE: ISO 9001 : 2015 CL. SUPPLIER’S REP. Mr Recorder
7.5.3.2
DISCREPANCY:

Purchase orders placed on suppliers are not maintained beyond six months, whereas it was stated that all
records are maintained for at least two years.

CA:

All old purchase orders will be reprinted from the soft copies and paper copies will be maintained.

Acceptance:
Done

FOLLOW-UP COMMENTS:

To check the new practice in the next audit.

Bureau Veritas Certification, Oct 2019 Page 2 of 4

Beta Training Ltd.

DISCREPANCY REPORT
REF.NO: 1690.35
SUPPLIER: Beta Training Ltd

NOTE NO: NR 03 TEAM LEADER: Mr L.A. Ditor

DATE : 05 FEB 20xx AREA: Purchase TEAM MEMBER:
STANDARD & CLAUSE: ISO 9001 : 2015 CL. 6.2.1 SUPPLIER’S REP. Mr Recorder
DISCREPANCY:

Quality objectives had not been prominently displayed in various places of the organization.

CA:

All quality objectives will henceforth be prominently displayed at the institute noticeboard

Acceptance:
Done

FOLLOW-UP COMMENTS:

To check the new practice in the next audit.

Bureau Veritas Certification, Oct 2019 Page 3 of 4

Beta Training Ltd.

DISCREPANCY REPORT
REF.NO: 1690.35
SUPPLIER: Beta Training Ltd

NOTE NO: NR 04 TEAM LEADER: Mr L.A. Ditor

DATE : 05 FEB 20xx AREA: Purchase TEAM MEMBER:
STANDARD & CLAUSE: ISO 9001 : 2015 CL. 7.1.5 SUPPLIER’S REP. Mr Recorder
DISCREPANCY:

Out of the 15 trainers currently employed, none of them have been calibrated or verified for their
effectiveness and suitability for monitoring and measurement purposes..

CA:

All 15 trainers will be calibrated or verified for their suitability and effectiveness in carrying out the
monitoring and measurement of key parameters of product performance.

Acceptance:
Done

FOLLOW-UP COMMENTS:

To check the new practice in the next audit.

Bureau Veritas Certification, Oct 2019 Page 4 of 4

Beta Training Ltd.

Beta Ltd
Training Division

Confidential

Management review meeting minutes

Date : Dec 25, 20xx

The management review meeting was held at the board room and all attendees were present
except the systems director, who was busy with a scheduled training course.

The following discussions took place :

1. It was decided to re-emphasize the Voluntary Retirement Scheme announced by the

CEO. The need to retire older trainers and employ fresh graduates was stressed.
Action to be completed at least with four employees within four months. This action
will also bring down the employee costs.
2. Infrastructure needs to be improved. Particularly the water-proofing of the top floor
class rooms is to be taken up within a years’ time.
3. MD stressed the need to increase revenues.
4. Providing various types of food was considered in the employee canteen – but it was
decided not to go ahead as it is expensive. Any visitor will have the option to choose
between local and continental food.
5. The computer system was unstable and many records were lost due to a virus attack.
The IT head must make suitable proposals soon.
6. MR was happy that no non-conformities were raised during the last audit. He
suggested that due to this, the next internal audit cycle may be missed. A decision on
this was not taken during the meeting.
7. It was also decided that the company will now go for ISO 14001 certification. The
CEO asked MR to get proposals for the same. He directed that during the certification
audit, there should be no NCRs from external agencies.
8. There was a concern on the higher failures on some of the recently developed courses,
as reported by some customers. Whenever the claims are genuine, the CEO had
advised the finance director to suitably compensate customers with financial
incentives.
9. It was also decided to increase the insurance amounts so that future claims from
customers can be addressed without financial losses to our company.

On the whole, the systems were in place and everybody was happy about it.

Signed
Systems Director

Beta Training Oct 2019 Page 1 of 1

 Page.1

Records /Formats

Beta Training

β
10/2019 Record Formats
Revision 4.
 Page.2

Q-1450 INTERNAL CORRECTIVE ACTION FORM REV. A

CAR NO.:

Training Course
Batch Number Date:
Description of Discrepancy:

Cause of Discrepancy:

Corrective Action:

Date Corrective Action Completed:

Service Quality Manager:

Department Sign Off

Service Quality Date
Manager
Systems Director Date

10/2019 Record Formats

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 Page.3
Q-1450 INTERNAL PREVENTIVE ACTION FORM REV. A
PAF NO.:

Training Course
Students Name Batch Date:
Number
Description of Potential Nonconformance:

Cause of Potential Nonconformance:

Department Sign Off

Service Quality Date
Manager
Systems Director Date

Preventive Action:

Result of Preventive Action:

Date Corrective Action

Completed:
Service Quality Manager:
Department Sign Off

Service Quality Manager

Systems Director

Date

Purchasing Manager
10/2019 Record Formats
Date Revision 4.

President
 Page.4
BETA Training Audit Report

Audit Report Completed By:

Date:

Audit Summary
Type the audit summary in this text box.
The audit summary report MUST contain the following:
 Scope of the audit including the standards assessed. If the audit involves a scope extension, explain the details of the
scope extension.
 Narrative summary of the audit activities including the audit teams judgment on the level of compliance of our
organization to the standard they are being audited against.
 The current revision of the management system manual
 A statement relating to the effectiveness of the s management system and how it is doing regarding meeting defined
objectives.
 Opportunities for improvement and system strengths (these may be included in the summary or in the audit report
section)
 Do not type in the shaded areas of this report. Type all data in the corresponding white area.

(DELETE THIS STATEMENT AFTER READING)

Summary of Audit Findings:

Number of NC’s Raised: Major: Minor:

Is a follow up visit required: Yes No Date(s) of follow up visit:

Follow-up verification remarks:

10/2019 Record Formats

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 Page.5

Audit SUMMARY REPORT ISO 9001:2015

Date: Processes/Sub Processes
Auditor:
T
O
T
A
L
S
4.1 Understanding the organizatin
and its Context
4.2 Understanding the needs and
expectations of interested
parties
4.3 Determining the scope of the
QMS
4.4 QMS and its processes
5.1 Leadership & commitment
5.1.2 Customer Focus
5.2 Quality policy
5.3 Organizational
roles,responsibilities &
authorities
6.1 Actions to address risks and
opportunities
6.2 Quality Objectives and
planning to achieve them
6.3 Planning of changes
7.1.1 Resources
7.1.2 People
7.1.3 Infrastructure
7.1.4 Environment for the operation
of processes
7.1.5 Monitoring & measuring
resources
7.1.6 Organizational Knowledge
7.2 Competence
7.3 Awareness
7.4 Communication
7.5 Documented Information
8.1 Operational Planning and
control
8.2.2 Determination of requirements
related to product
8.2.3 Review of requriements
related to the product
8.2.4 Changes to reequiements for
products and services
8.3.1 Design and development of
products and services-

10/2019 Record Formats

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 General Page.6
8.3.2 Design & Development
planning
8.3.3 Design & development inputs
8.3.4 Design & development
controls
8.3.5 Design & development outputs
8.3.6 Design & Development
Changes
8.4.1 Control of externally provided
processes, products and
services – General
8.4.2 Type and Extent of Control
8.4.3 Information for external
providers
8.5.1 Control of production and
service provision
8.5.2 Identification and Traceability
8.5.3 Property belonging to
customers or external
providers
8.5.4 Preservation of Product
8.5.5 Post Delivery activities
8.5.6 Control of Changes
8.6 Release of Products and
services
8.7 Control of NC outputs
9.1.1 Monitoring, measurement,
analysis & evaluation-General
9.1.2 Customer Satisfaction
9.1.3 Analysis and Evaluation
9.2 Internal audit
9.3 Management Review
10.1 Improvement- General
10.2 Non Conformity and
Corrrective Action
10.3 Continual improvement
Complaints
Use of Logo’s

Audit Report NCR:

Opening Meeting

Participants:

Discussions:

10/2019 Record Formats

Revision 4.
 Page.7
Process:

Participants:

Process inputs:

Process Outputs:

Measurements of effectiveness:

Results:

Opportunities for Improvement:

Process:

Participants:

Process inputs:

Process Outputs:

Measurements of effectiveness:

Results:

Opportunities for Improvement:

Process:

Participants:

Process inputs:

Process Outputs:

Measurements of effectiveness:

10/2019 Record Formats

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Results:
Page.8

Opportunities for Improvement:

Process:

Participants:

Process inputs:

Process Outputs:

Measurements of effectiveness:

Results:

Opportunities for Improvement:

Closing Meeting
Participants:

Discussions:

10/2019 Record Formats

Revision 4.
 INTERNAL AUDIT NONCONFORMITY Page.9
REPORT
Ref Number: PROCESS: TEAM LEADER:

Date: STANDARD & CLAUSE: TEAM MEMBER:

ISO 9001: 2015

Major Minor Other Documents (if applicable): PROCESS REPRESENTATIVE :

NONCONFORMITY:

CORRECTIVE ACTION RESPONSE (to be completed by the Process owner)

Proposed Completion Date Actual Completion Date Process Representative:

ROOT CAUSE:

CORRECTIVE ACTION:

CLEARANCE REPORT (to be completed by BVC)

ROOT CAUSE:

CORRECTIVE ACTION:

ACCEPTED Yes No DOWNGRADED Yes No

FOLLOW-UP COMMENTS:

AUDITOR: SIGNED: DATE:

10/2019 Record Formats

Revision 4.