Nabl 160 Quality Manual Guide

Transcript

NABL 160 NABL NATIONAL ACCREDITATION BOARD FOR TESTING AND CALIBRATION LABORATORIES GUIDE fo PREPARING A QUALITY MANUAL ISSUE NO. : 04 ISSUE DATE: 24.03.2008 AMENDMENT NO : 00 AMENDMENT DATE: -- Amendment Sheet Sl Page Clause No. No. Date of   Amendment   Amendment made Reasons Reasons Signature Signature QM Director  1 2 3 4 5 6 7 8 9 10 National Accreditation Board for Testing and Calibration Laboratories Doc. No: NABL 160 Issue No: 04 Guide for Preparing a Quality Manual Issue Date: 24.03.2008 Amend No: 00 Amend Date: -- Page No: i Amendment Sheet Sl Page Clause No. No. Date of   Amendment   Amendment made Reasons Reasons Signature Signature QM Director  1 2 3 4 5 6 7 8 9 10 National Accreditation Board for Testing and Calibration Laboratories Doc. No: NABL 160 Issue No: 04 Guide for Preparing a Quality Manual Issue Date: 24.03.2008 Amend No: 00 Amend Date: -- Page No: i Contents Sl. Contents Page No. Amendment sheet i Contents ii 1. Introduction 1 2. Process for preparing a Quality Manual 2 3. Structure and format of Quality Manual 5 4. Management Requirements 4.1 Organisation 16 4.2 Management System 19 4.3 Document Control 22 4.4 Review of requests, tenders and contracts 24 4.5 Subcontracting of tests and calibrations 25 4.6 Purchasing, Services and Supplies 26 4.7 Service to the customer 27 4.8 Complaints 28 4.9 Control of nonconforming testing and/ or calibration work 29 4.10 Improvements 30 4.11 Corrective action 31 4.12 Preventive action 32 4.13 Control of records 33 4.14 Internal Audit 34 4.15 Management review 36 5. Technical Requirements 5.1 General 38 5.2 Personnel 39 5.3 Accommodation and Environmental Conditions 41 5.4 Test and Calibration Methods and method validation 43 5.5 Equipment 47 5.6 Measurement Traceability and Calibration 49 5.7 Sampling 52 5.8 Handling of Calibration and Test items 53 5.9 Assuring the quality of test and calibration results 54 5.10 Reporting the results 56 National Accreditation Board for Testing and Calibration Laboratories Doc. No: NABL 160 Issue No: 04 Guide for Preparing a Quality Manual Issue Date: 24.03.2008 Amend No: 00 Amend Date: -- Page No: ii 1. Introduction Testing and Calibration laboratories are required to comply with the requirements of ISO/IEC 17025:2005 ‘General Requirements for the Competence of Testing and Calibration Laboratories’ and Medical Testing laboratories have to comply with the requirements of ISO 15189:2007 ‘Medical laboratories – Particular requirements for quality and competence’. One of the pre-requisite for seeking NABL Accreditation is that applicant laboratory shall submit its Quality Manual, describing its policies, the structure of management system documentation and compliance to ISO/IEC 17025 or ISO 15189, as applicable & relevant NABL Specific Criteria. NABL therefore, decided to publish this document as a help to applicant laboratories. In preparing the Quality Manual, it should not be restricted to the contents of this guide. However, all elements of ISO/IEC 17025 or ISO 15189 as applicable must be addressed in the intended Quality Manual. As an illustration this document provides guidance to Testing and Calibration laboratories for addressing the requirements of ISO/IEC 17025 in their Quality Manual. Similarly, the requirements of ISO 15189 can be addressed by Medical Testing laboratories in their Quality Manual. The amount of details to be provided in the manual will vary depending upon the size, field of activities, and nature of testing / calibration performed by the laboratory. The Quality Manual shall include or make reference to other documents such operational procedures, work instructions, forms etc. For preparing the Quality Manual, the laboratory may also get its technical personnel trained in NABL’s training programme on management system for laboratory personnel. A calendar of such training courses is regularly published in the NABL News. National Accreditation Board for Testing and Calibration Laboratories Doc. No: NABL 160 Issue No: 04 Guide for Preparing a Quality Manual Issue Date: 24.03.2008 Amend No: 00 Amend Date: -- Page No: 1/ 57 2. Process of preparing a Quality Manual The management should nominate individuals from one or more functional area/ section background of of the laboratory Management and a Systems. Quality This Manager, group having should get a fully acquainted with all NABL documents and understand the assessment procedure & methodology of making an application. Relevant requirements for NABL accreditation should be discussed amongst concerned staff of the laboratory. The team should collectively make the effort to prepare the Quality Manual with the guidance of the Quality Manager. Laboratory needs to ascertain the status of its existing management system and its competence. For that all existing policies, objectives, procedures, required to work be instruction listed and whether documented compared with or the otherwise requirements are of ISO/IEC 17025 or ISO 15189 as applicable, relevant NABL Specific criteria and other requirements. The laboratory should examine that the existing management system is appropriate or it needs modification or it needs to be built from scratch. The laboratory will be able to decide. However, it is advisable that the laboratory writes the manual afresh, as the elements of ISO/ IEC 17025 or ISO 15189 are quite different from other Quality Management System standards, even though the system elements are similar. It must be remembered that Quality Manual is a policy document, which has to be supplemented by a set of other documents like procedure manuals, work instructions, forms, reports etc. to align the management system in accordance with ISO/IEC 17025 or ISO 15189, as applicable and relevant NABL specific criteria. Therefore, the management system of the laboratory needs to be structured. National Accreditation Board for Testing and Calibration Laboratories Doc. No: NABL 160 Issue No: 04 Guide for Preparing a Quality Manual Issue Date: 24.03.2008 Amend No: 00 Amend Date: -- Page No: 2/ 57 The management system of the laboratory can be structured in many ways. A typical structure of management system document hierarchy, generally followed, is given below: Quality Manual (Level A) Management system Procedures (Level B) Other quality documents (Work instructions, forms, reports, etc.) (Level C) The order of development of a hierarchy for an individual laboratory usually starts with the development of the laboratory’s Quality Policy & objectives followed by the implementation plan of the various elements of ISO/IEC 17025 or ISO 15189 as applicable in brief. This is the apex document or Level A document termed as the ‘Quality Manual’. The Quality Manual has to be supplemented by a set of management system procedures, Level B documents, which describe the detailed procedures of the activities of individual function units needed to implement the management system. All procedures are cross referred in the Quality Manual. Management detailed work system procedures instructions, may forms, further reports be etc. supplemented termed as with Level C documents. In some hierarchy systems, forms and reports may be grouped as Level D documents. National Accreditation Board for Testing and Calibration Laboratories Doc. No: NABL 160 Issue No: 04 Guide for Preparing a Quality Manual Issue Date: 24.03.2008 Amend No: 00 Amend Date: -- Page No: 3/ 57 The quantity of documented procedures, work instructions, forms, reports etc. and the nature of their format and presentation are to be determined by the individual functional units. However, it is preferred that each of these set of documents are arranged in the same structure and format so that the users become familiar with the consistent approach applied to each requirement and to improve the likelihood of systematic compliance with ISO/IEC 17025 or ISO 15189 as applicable. National Accreditation Board for Testing and Calibration Laboratories Doc. No: NABL 160 Issue No: 04 Guide for Preparing a Quality Manual Issue Date: 24.03.2008 Amend No: 00 Amend Date: -- Page No: 4/ 57 3. Structure and Format of Quality Manual There is no required structure or format for a Quality Manual. However, any Quality Manual should convey accurately, completely and concisely the Quality Policy, objectives, address or reference to the next level of documentation and management responsibilities of the laboratory. One of the methods of assuring that the subject matter is adequately addressed and located would be to align the sections of the Quality Manual to the elements of the ISO/IEC 17025 or ISO 15189 as applicable. Other approaches, such as structuring the manual to reflect the nature of the laboratory or nature of work carried out by the laboratory are equally acceptable. This guide is not intended to define a unique structure, format, content or method of presentation for the Quality Manual, which can be applied to all (or even some) laboratories. It is unique to each laboratory. However, it is recommended that the first few pages of the Quality Manual should address to the sections of general information like title, authority under  which it is issued, scope of the Quality Manual, amendment record of the  manual, contents of the manual, references to other documents, definitions and abbreviations used, distribution record, brief description of  the laboratory and the management system . After these pages, should place the section on ‘Quality Policy and Objectives’ of the laboratory. The Quality Policy is required to be stated under clause 4.2 of management requirements. It is preferred that it is placed after the introductory pages, since this is the basic objective, the laboratory’s management system is designed to meet. The remaining sections of the Quality Manual should describe all applicable elements of the ISO/IEC 17025 or ISO 15189. The description of these sections of the Quality Manual should be in a sequence similar to that of ISO/IEC 17025 or ISO 15189, as applicable. Other sequencing or cross-referencing, as appropriate to the laboratory, is acceptable. National Accreditation Board for Testing and Calibration Laboratories Doc. No: NABL 160 Issue No: 04 Guide for Preparing a Quality Manual Issue Date: 24.03.2008 Amend No: 00 Amend Date: -- Page No: 5/ 57 Thereafter the list of documents, records and forms  maintained by the laboratory should be placed. Any supportive data, to be provided should be annexed at the last. A brief explanation of these sections has been given below. These sections, should preferably be sequenced in the manner as given below: Title The title of the Quality Manual should clearly indicate the name of the laboratory to which the manual belongs. It should also indicate the issue number, issue date, holders name and the copy number. A typical ‘title page’ is shown at page 11. Release Authorisation The section on ‘release authorisation’ should indicate the authority under which the Quality Manual has been released. The management responsible for the implementation of Quality Manual, normally the Head of the laboratory should authorise its release for usage. Each copy should bear evidence of this release. A typical ‘release authorisation’ is shown at page 12. Table of contents The table of contents of a Quality Manual should show the titles of the sections within it and how they can be located. The numbering system of sections, subsections, pages, figures, exhibits, diagrams, tables, etc., should be clear and logical. A typical ‘table of contents’ is shown at page 14. National Accreditation Board for Testing and Calibration Laboratories Doc. No: NABL 160 Issue No: 04 Guide for Preparing a Quality Manual Issue Date: 24.03.2008 Amend No: 00 Amend Date: -- Page No: 6/ 57 Scope and field of application This section of the Quality Manual should clearly mention the compliance to the applicable standard(s) and NABL documents. It should also define the field(s)/ discipline(s)/ area(s) and the section(s)/ division(s) department(s) of the laboratory, to which the Quality Manual is applicable. To ensure clarity and avoid confusion, the use of disclaimers (eg. what is not covered by the Quality Manual and situations where it should not be applied) may also be mentioned. Use of references Wherever appropriate, and to avoid unnecessary document volume, reference to existing recognised standards or documents available with the Quality Manual user should be incorporated. Definitions Although it is recommended, when practical, to use standard definitions and terms which are referenced in recognised quality terminology documents or in general dictionary usage, this section of the Quality Manual should contain the definitions of terms and concepts that are uniquely used within the Quality Manual. The use of references to existing concepts, terminology, definitions and standards (eg. ISO 8402) is highly recommended. Abbreviations Whenever the abbreviations are used, its expanded form should be defined in this section. National Accreditation Board for Testing and Calibration Laboratories Doc. No: NABL 160 Issue No: 04 Guide for Preparing a Quality Manual Issue Date: 24.03.2008 Amend No: 00 Amend Date: -- Page No: 7/ 57 Distribution of the manual The method of distribution of the authorised manual should provide assurance that all users have appropriate access. Proper distribution and control can be aided, for example, by serialisation of copies for recipients. Management should ensure that individuals are familiar with those contents of the manual appropriate to each user within the laboratory. A typical ‘distribution record’ is shown at page 15. Introduction The introductory pages of a Quality Manual should provide general information about the laboratory concerned and the Quality Manual itself. The minimum information about the laboratory should be its name, site, location and means of communication. Additional information about the laboratory, such as its line of business, a brief description of its background, history or size, may also be included. The information about the Quality Manual itself should include: a The current issue number, date of issue and identification of amended contents b A brief description of how the Quality Manual is revised and maintained, who reviews its content and how often, who is authorised to change the Quality Manual, and who is authorised to approve it, this information may also be give under the system element concerned; a method for determining the history of any change in procedure may be included, if appropriate c A brief description of the documented procedures used to identify the status and to control the distribution of the Quality Manual, whether or not is contains confidential information, whether it is used only for the laboratory’s internal purposes, or whether it can be made available externally National Accreditation Board for Testing and Calibration Laboratories Doc. No: NABL 160 Issue No: 04 Guide for Preparing a Quality Manual Issue Date: 24.03.2008 Amend No: 00 Amend Date: -- Page No: 8/ 57 d Evidence of approval by those responsible for authorisation of the contents of the Quality Manual. Quality Policy and Objectives This section of a Quality Manual should state the laboratory’s Quality Policy and objectives, which should be in line with the requirements of clause 4.2 of ISO/IEC 17025 or ISO 15189, as applicable. This is where the laboratory commitment to quality is presented and where the laboratory’s objectives for quality are outlines. This section should also describe how the Quality Policy is made known to, and understood by, all employees and how it is implemented and maintained at all levels. Elements of the Management system The subsequent sections of the Quality Manual should describe all the elements of the ISO/IEC 17025 or ISO 15189 as applicable. The format or method of presentation for the description of management system elements, which can be applied, is unique to each laboratory. However it is recommended that the description of the elements of the management system be in a sequence similar to that of ISO/IEC 17025 or ISO 15189, as applicable. Further the description of each element should be divided into logical sub-sections revealing a well-coordinated management system. This may be done by inclusion of policy and objectives with respect to the element or reference to the policy, scope, person(s)/ position responsible for executing that policy, documented management system procedures and reference to records for each element. The management system procedure of each element of Quality Manual, wherever applicable, should be briefly outlined, covering the major aspects of respective clause of ISO/IEC 17025 or ISO 15189. The actual process/  procedure may be covered in separate procedure document and cross referred in the Quality Manual. National Accreditation Board for Testing and Calibration Laboratories Doc. No: NABL 160 Issue No: 04 Guide for Preparing a Quality Manual Issue Date: 24.03.2008 Amend No: 00 Amend Date: -- Page No: 9/ 57 List of documents, records and forms All documents which are maintained by the laboratory and the records & forms, which are used by the laboratory should be listed in these sections. These must find reference in the Quality Manual or the associated document. Annexure for supportive information Whenever it appears in this document, that supportive data has to be provided, it should be attached as an annexure at the end. Page Footer It is recommended that to facilitate ease of handling and updating of the Quality Manual, each page within the manual should have a page footer, similar to the given on the typical pages shown in the next few p ages. Page footer shows the Issue status, amendment status, page no. etc. As and when the manual is amended, the relevant pages where amendment takes place are replaced by new pages and is cross referred in the amendment record. A typical ‘amendment record’ is shown at page 13. It also gives the copy number. As and when each holder is issued a Quality Manual, a copy no. is allotted to him/ her and this is indicated in the distribution record, page 15. The signatures of the persons/ position who have prepared, approved and issued the Quality Manual are also placed in the page footer. National Accreditation Board for Testing and Calibration Laboratories Doc. No: NABL 160 Issue No: 04 Guide for Preparing a Quality Manual Issue Date: 24.03.2008 Amend No: 00 Amend Date: -- Page No: 10 / 57 TITLE PAGE The title page of the Quality Manual should normally contain the following: QUALITY MANUAL of (Name & Address of Laboratory) Issue No. : Issue Date : Copy No. : Holder’s Name : National Accreditation Board for Testing and Calibration Laboratories Doc. No: NABL 160 Issue No: 04 Guide for Preparing a Quality Manual Issue Date: 24.03.2008 Amend No: 00 Amend Date: -- Page No: 11 / 57 QUALITY MANUAL RELEASE AUTHORISATION Immediately after the title page, this page should be placed. A typical authorization should normally contain the following: RELEASE AUTHORISATION This Quality Manual is released under the authority of (name and designation of the Head of the laboratory) and is the property of (name of the laboratory with address). (Signature, Name & Designation) Name of Laboratory: Document No.: Document Name: Quality Manual Issue No.: Issue Date: Copy No.: Section No. Page No.: Amend No.: Amend Date Prepared by: Approved by: Issued by: National Accreditation Board for Testing and Calibration Laboratories Doc. No: NABL 160 Issue No: 04 Guide for Preparing a Quality Manual Issue Date: 24.03.2008 Amend No: 00 Amend Date: -- Page No: 12 / 57 AMENDMENT PAGE An amendment page should be inserted immediately after the title page. Specific instructions to each holder of the Quality Manual as to the amendment procedure to be followed to maintain each copy upto date should be included. To ensure that each copy of the Quality Manual contains a complete record of amendments, this amendment page should be updated and issued with each set of amended/ new pages of the Quality Manual. A typical amendment page should normally contain the following: AMENDMENT RECORD Sl Page No . Section/ Clause/ Para/ line Date of Amendment Amendment made Reasons of Amendment (as applicable) Signature of person authorising Amendment 1. 2. 3. 4. 5. 6. 7. 8. 9. 10. Name of Laboratory: Document No.: Document Name: Quality Manual Issue No.: Issue Date: Copy No.: Section No. Page No.: Amend No.: Amend Date Prepared by: Approved by: Issued by: National Accreditation Board for Testing and Calibration Laboratories Doc. No: NABL 160 Issue No: 04 Guide for Preparing a Quality Manual Issue Date: 24.03.2008 Amend No: 00 Amend Date: -- Page No: 13 / 57 CONTENT PAGE For the ease of reference, the manual should contain a table of contents listing the major sections, sub-sections and their page numbers. A list of the Annexures should also be included. A typical table of contents should normally contain the following: CONTENTS Section Contents Page Quality Manual release authorisation Amendment sheet Contents Scope References (if any) Definitions (if any) Abbreviations (if any) Distribution List Introduction ( Brief description of the Laboratory & management system ) Quality Policy and Objectives Management Requirements Organisation Management system Document Control Technical Requirements General Personnel List of all documents maintained by the laboratory List of all records List of all forms Annexures (if any) Name of Laboratory: Document No.: Document Name: Quality Manual Issue No.: Issue Date: Copy No.: Section No. Page No.: Amend No.: Amend Date Prepared by: Approved by: Issued by: National Accreditation Board for Testing and Calibration Laboratories Doc. No: NABL 160 Issue No: 04 Guide for Preparing a Quality Manual Issue Date: 24.03.2008 Amend No: 00 Amend Date: -- Page No: 14 / 57 DISTRIBUTION LIST The distribution record should list the holders of the controlled copies of Quality Manual with their allotted copy numbers. Copies of Quality Manual distributed as uncontrolled copies, should not be listed. A typical distribution list should normally contain the following: DISTRIBUTION LIST  The following are the authorised holders of the controlled copy of Quality Manual. Controlled copy No. Name/ Designation of the holder of controlled copy Name of Laboratory: Document No.: Document Name: Quality Manual Issue No.: Issue Date: Copy No.: Section No. Page No.: Amend No.: Amend Date Prepared by: Approved by: Issued by: National Accreditation Board for Testing and Calibration Laboratories Doc. No: NABL 160 Issue No: 04 Guide for Preparing a Quality Manual Issue Date: 24.03.2008 Amend No: 00 Amend Date: -- Page No: 15 / 57 4. Management Requirements 4.1 Organisation 4.1.1 Give the name, address, type of corporate structure and whether or not an affiliate of a larger organisation and any other information required to identify the laboratory, including its legal status, such as Government, a registered society or under company’s act. The date of incorporation may also be mentioned. 4.1.2 The laboratory shall make a compliance statement that it carries out its testing/ calibration activities in accordance with the requirements of ISO/IEC 17025:2005, the needs of its customer, the regulatory authorities or the organisations providing recognition, at all times. The names and details of the regulatory bodies and the organisations providing recognition may also be mentioned. 4.1.3 Describe the laboratory and its operations to convey a true picture of the organisation such as location, size, whether permanent/ part of permanent/ independent site/ mobile, branches, type of services offered, major fields of activity etc. 4.1.4 If the laboratory is a part of larger organisation which also performs other activities, other than testing and/ or calibration, the responsibility of the key personnel in the organisation that have an involvement or influence on the testing and/ or calibration activities such as production, commercial, marketing or finance shall be clearly defined in order to identify the potential conflict of interest with the laboratory personnel, which might adversely effect the judgement & integri ty of staff and quality of work. National Accreditation Board for Testing and Calibration Laboratories Doc. No: NABL 160 Issue No: 04 Guide for Preparing a Quality Manual Issue Date: 24.03.2008 Amend No: 00 Amend Date: -- Page No: 16 / 57 4.1.5 a A statement that the laboratory has adequate number of staff both managerial and technical, appropriate to the scope of work being carried out. Define the duties/ responsibilities of the managerial and technical personnel to carry out their duties and to identify the occurrence of departures from management system or procedures. b Describe the procedure that is followed to ensure that the laboratory’s management and personnel are free from any undue internal and external commercial, financial and other pressures which might influence their technical judgement. c Describe the procedure which the laboratory uses to protect the proprietary right and confidential information of the customer. Under no circumstances the results of test and/ or calibration be made known to  any third party without the written consent of the customer. No reports should be  send by fax without customers prior permission. d State policy and describe procedure that the laboratory is not engaged in any activity that may dimin ish its trust in its independence of judgement, competence, impartiality and integrity in relation to its testing and/ or calibration. e Describe the organisation and management structure of the laboratory with the help of a chart showing Quality Management, Technical Management and other support services alongwith their linkages. The relationship with its parent organisation (if any) should be stated. f Describe the arrangement whereby written instructions and information are given to members of staff to ensure that every employee is aware of the extent and limitations of his areas of responsibility and authority. Provide an organisation chart to show the interrelationship of the laboratory staff. Copies of job descriptions be issued to all personnel to ensure that they are aware  of both their responsibility and authority. National Accreditation Board for Testing and Calibration Laboratories Doc. No: NABL 160 Issue No: 04 Guide for Preparing a Quality Manual Issue Date: 24.03.2008 Amend No: 00 Amend Date: -- Page No: 17 / 57 g State the laboratory’s arrangement for providing supervision to laboratory staff. The supervision has to be provided by persons familiar with methods and  procedures, purpose of each test and/ or calibration and assessment of the test  and/ or calibration results. h Include a statement that the Technical Manager (however named) has an overall responsibility of technical operations of the laboratory as a whole or its sub-section their off and provision of resources to ensure the required quality. i Include a statement that the Quality Manager (however named) is responsible for ensuring that the management system related to quality is implemented and followed, at all times. Also include a statement that the Quality Manager has direct access to the highest level of management at which decisions are made for laboratory policy and resources, commensurate with the organisation chart.  j Describe arrangements in the event of absence of key laboratory staff, including Quality Manager and Technical Manager. k Describe arrangements to ensure that laboratory personnel are aware of the relevance and importance of their activities and how they contribute to the achievements of the objectives of the management system. 4.1.6 Describe the arrangement whereby top management ensures that appropriate communication process are established within the laboratory and that communication takes place regarding the effectiveness of the management system. National Accreditation Board for Testing and Calibration Laboratories Doc. No: NABL 160 Issue No: 04 Guide for Preparing a Quality Manual Issue Date: 24.03.2008 Amend No: 00 Amend Date: -- Page No: 18 / 57 4.2 Management System 4.2.1 General Describe the documentation, implementation and maintenance of the management system of the laboratory. Include a statement that the management system is appropriate to the scope of its activities and in accordance with ISO/IEC 17025:2005 and NABL documents. A statement also to be made that the management system documentation of the laboratory is communicated to, understood by, available with and implemented by those personnel who are responsible for maintaining the quality of test and/ or calibration results. The Quality Manual of a laboratory is the basic document to describe its management  system. Associated documents like operating procedures, work instructions, forms, report etc. also form a part of the management system. The management system of the  laboratory need not be complex. Much will depend on the size of the laboratory and the  scope of testing/ calibration requiring accreditation. 4.2.2 Quality Policy The laboratory must define its management system policies related to quality, including Quality Policy statement and objectives, preferably in the beginning of the Quality Manual. The quality policy statement shall be signed by the Chief Executive or any person of the top management who takes decisions on the laboratory’s policy and resources. The statement must include atleast the following: a commitment of the laboratory management in relation to quality of its testing and calibration services and to provide its customers at all times with a service complying with recogni sed standards of practice b standard of services given to its customers c the purpose of the management system related to Quality National Accreditation Board for Testing and Calibration Laboratories Doc. No: NABL 160 Issue No: 04 Guide for Preparing a Quality Manual Issue Date: 24.03.2008 Amend No: 00 Amend Date: -- Page No: 19 / 57 d all staff shall familiarise themselves with the content of the Quality Manual and comply with the Policies and Procedures laid down in the Manual and associated documentation, at all times e commitment to compliance with ISO/IEC 17025:2005 and to continually improve the effectiveness the management. The quality policy statement should be concise and may include the requirement that  tests and/ or calibrations shall always be carried out in accordance with stated methods  and customers requirements. It may also include that the laboratory gives emphasis in  producing reliable and accurate tests and/ or calibration results. When test and/ or  calibration laboratory is part of a larger organisation, some quality policy elements may  be in other documents. 4.2.3 Describe arrangements that top management provides evidence of commitment to the development and implementation of the management system and continually improving its effectiveness. 4.2.4 Describe arrangements that top management communicates to the organisation the importance of meeting customer as well as statutory and regulatory requirements. 4.2.5 Documentation Structure Describe the structure of documentation used in the management system. It shall include or make reference to the supporting procedures, including technical procedures, i.e., reference to supporting documents such as operating procedures etc. Pyramid structure for documentation may also be described here or referred. It shall include or make references to the supporting documents such as operating procedures, work instructions, forms, reports etc. This may also be described by a pyramid structure of management system document hierarchy. National Accreditation Board for Testing and Calibration Laboratories Doc. No: NABL 160 Issue No: 04 Guide for Preparing a Quality Manual Issue Date: 24.03.2008 Amend No: 00 Amend Date: -- Page No: 20 / 57 4.2.6 Responsibility The person(s)/ position responsible for implementing and monitoring programmes and policies to achieve laboratory’s quality objectives shall be identified. The role and responsibi lity of the Technical Management and the Quality Manager for ensuring compliance to ISO/IEC 17025:2005, should be clearly defined. Generally the responsibilities of key personnel are defined in Quality Manual and others  having different responsibilities within the management system at appropriate position, in the second/ third level of documentation. 4.2.7 Describe arrangements that top management ensures that the integrity of the management system is maintained when changes to the management system are planned and implemented. National Accreditation Board for Testing and Calibration Laboratories Doc. No: NABL 160 Issue No: 04 Guide for Preparing a Quality Manual Issue Date: 24.03.2008 Amend No: 00 Amend Date: -- Page No: 21 / 57 4.3 Document Control 4.3.1 General Describe the system to uniquely identify all documents generated by the laboratory and the procedure to control these documents The laboratory must list all documents that form part of its management system, both  internally generated or from external source such as policy statements, procedures, specification, calibration tables, charts, text books, posters, notices, memoranda, software, drawings, plans, regulations, standards and other normative documents etc. and maintain a master list or equivalent document control procedure, which identifies the  revision status and distribution. All documents generated by the laboratory shall be uniquely identified, which shall  include document number, issue number, date of issue, amendment/ revision number, date of amendment/ revision, page numbering, total number of pages, approving  authority and issuing authority. 4.3.2 Document approval and issue Procedure Describe the document approval and issue procedure. It shall atleast include the following information: a availability of authorised edition of appropriate documents at all locations b periodic review of documents c removal of obsolete documents from all locations d retention of a copy of obsolete document. Responsibility The person(s)/ position responsible for review and approval of documents shall be identified for all level of documentation. The laboratory shall ensure that all documents are reviewed and approved by authorised  personnel prior to issue. National Accreditation Board for Testing and Calibration Laboratories Doc. No: NABL 160 Issue No: 04 Guide for Preparing a Quality Manual Issue Date: 24.03.2008 Amend No: 00 Amend Date: -- Page No: 22 / 57 4.3.3 Document changes Procedure The laboratory shall state the procedure to identify the altered or new text, in the amended document. Where documentation control system allows the amendments of documents by hand pending re-issue, the procedure and authority for such amendment shall be defined. Where the laboratory maintains the amendments to documents in a computerised system, procedures to describe the changes and its control shall be defined. Policy with respect to all above may be given in Quality Manual and the actual process  may be covered in a separate procedure referred in the Quality Manual. Responsibility The person(s)/ position authorised to review and approve changes/  amendments shall be identified. It should be preferably be the same person who performed the original review. National Accreditation Board for Testing and Calibration Laboratories Doc. No: NABL 160 Issue No: 04 Guide for Preparing a Quality Manual Issue Date: 24.03.2008 Amend No: 00 Amend Date: -- Page No: 23 / 57 4.4 Review of requests, tenders and contracts Policy State the laboratory’s policy for the review of requests, tenders and contracts including subcontracted work. Responsibility The person(s)/ position responsible for review of request/ indent of new, repetitive/ routine, special work, tenders and contracts may be identified. Procedure Briefly outline the procedure for review of requests and tenders which shall include: a defining, documenting and understanding customer requirements before commencing work b assessment of laboratory’s capability and resources c appropriate method selection d work that is subcontracted by the laboratory. The details of how the review is actually done, may be covered separately in a procedure cross referred herein. Records Make a reference to the document, where the records are maintained. The records of reviews, any significant changes, pertinent discussions with the customer  etc., during the execution of contract and during the amendment to the contract shall be  maintained. National Accreditation Board for Testing and Calibration Laboratories Doc. No: NABL 160 Issue No: 04 Guide for Preparing a Quality Manual Issue Date: 24.03.2008 Amend No: 00 Amend Date: -- Page No: 24 / 57 4.5 Subcontracting of tests and calibrations Policy State the laboratory’s policy for subcontracting of test and/ or calibration work. The NABL policy for subcontracting by the laboratories is that the work shall be placed  with an accredited laboratory. Responsibility The person(s)/ position responsible for subcontracting the works may be identified. Procedure Briefly outline the procedure for subcontracting, which should include advising customer of such arrangements in writing, seeking customers’ approval and accepting the responsibility for the subcontracted work. The actual process may be covered in a separate procedure cross referred in the Quality Manual. Records Make a reference to the document, where the records are maintained. Records of all subcontractors that are used and record of evidence of compliance with  ISO/IEC 17025:2005 for the work in question, shall be maintained. National Accreditation Board for Testing and Calibration Laboratories Doc. No: NABL 160 Issue No: 04 Guide for Preparing a Quality Manual Issue Date: 24.03.2008 Amend No: 00 Amend Date: -- Page No: 25 / 57 4.6 Purchasing, Services and Supplies Policy State the laboratory’s policy for purchasing, services and supplies which affect the quality of test and/ or calibration. Responsibility The person(s)/ position responsible for authorising purchases may be identified. Procedure Briefly outline the procedure for the selection and purchase of services and supplies, evaluation of suppliers of critical items, receipt and storage of reagents/ consumables, inspection & verification. Also briefly outline the procedure for review and approval of purchase documents for technical contents. The actual process may be covered in separate procedure cross referred in the Quality Manual. The description in the purchase document may include types, class, grade, precise  identification, specification, drawings, inspection instructions, other technical data  including approval of test results, the quality required and the management system  standard under which they were made. Where assurance of quality of outside support services or supplies is unavailable, the  laboratory’s policy of using the items may be stated (i.e. whether they should be  inspected or otherwise verified for adequate quality). Records Make a reference to the document, where the records are maintained. The records of evaluation of supplies of critical consumables & services and the list of  those approved shall be maintained. The records of action taken to check the  compliance of supplies/ services used with specified requirements shall also be  maintained. The records like purchasing documents may also be maintained. National Accreditation Board for Testing and Calibration Laboratories Doc. No: NABL 160 Issue No: 04 Guide for Preparing a Quality Manual Issue Date: 24.03.2008 Amend No: 00 Amend Date: -- Page No: 26 / 57 4.7 Service to the customer Policy State the laboratory’s policy for service to the customer. The policy may address to the following: a maintenance of good communication b to clarify their request c monitor the laboratory’s performance in relation to the work performed d provide reasonable access to relevant areas of the laboratory for the witnessing of test(s)/ calibration(s) performed for the customer e preparation, packaging and despatch of test(s)/ calibration(s) items f advice and guidance in technical matters g opinion and interpretation based on results h to maintain confidentiality to other customers during the monitoring i delays or major deviations in the performance of test(s)/  calibration(s). Responsibility The person(s)/ position responsible for au thorising the customers for these services, if required shall be identified. Procedure Briefly outline the procedure for implementation. It may also include the procedure for obtaining feedback from the customers on laboratory’s quality of services. The actual process may be documented sepa rately and cross referred in the Quality Manual. Records Make a reference to the document, where the records are maintained. The records of the customer feedback, both positive and negative from the customers  shall be maintained. National Accreditation Board for Testing and Calibration Laboratories Doc. No: NABL 160 Issue No: 04 Guide for Preparing a Quality Manual Issue Date: 24.03.2008 Amend No: 00 Amend Date: -- Page No: 27 / 57 4.8 Complaints Policy State the laboratory’s policy on resolution of complaints to improve the quality of services provided. Responsibility The person(s)/ position responsible for resolution of complaints shall be identified. Procedure Briefly outline the procedure for resolution of complaints received from customers or other parties. The procedure shall have a provision of promptly auditing those aspects, which are indicated by the complainant and conveying it for management review. The actual process may be documented separately and cross referred in the Quality Manual. Records Make a reference to the document, where the records are maintained. The records of all complaints written or verbal shall be maintained. The records shall  also, include the complainant’s name/ organisation, the investigations carried out and  the corrective action taken by the laboratory, shall be maintained. National Accreditation Board for Testing and Calibration Laboratories Doc. No: NABL 160 Issue No: 04 Guide for Preparing a Quality Manual Issue Date: 24.03.2008 Amend No: 00 Amend Date: -- Page No: 28 / 57 4.9 Control of nonconforming testing and/ or calibration work Policy State the laboratory’s policy on control of nonconforming work, when any work and results do not confirm to its own procedures or the agreed requirements of the customers. Responsibility The person(s)/ position responsible for management of nonconforming work and actions such as halting of work, withholding of test reports/  calibration certificates & resumption of work shall be identified. Procedure Briefly outline the procedure for control of nonconforming work, which shall include: a authority for halt of work, if necessary b an evaluation of the significance of the non-conforming work c Corrections and decision about the acceptability of nonconforming work to be taken d notification to the customer and work recall, if necessary e authorising the resumption of work f action taken to prevent future occurrence. The actual process may be covered in a separ ate procedure cross referred in the Quality Manual. Records Make a reference to the document, where the records are maintained. Records of all non-conformities and action taken for correcting the non-conformities shall  be maintained. National Accreditation Board for Testing and Calibration Laboratories Doc. No: NABL 160 Issue No: 04 Guide for Preparing a Quality Manual Issue Date: 24.03.2008 Amend No: 00 Amend Date: -- Page No: 29 / 57 4.10 Improvements Policy State the laboratory’s policy on improvement of the effectiveness of its, management system. The policy may include use of quality policy, quality objectives, audit results, analysis of data, corrective and preventive actions and management reviews. Responsibility Designate the management persons(s)/ position responsible for implementation and improvements shall be identified. Procedure Briefly outline the procedure of identification, monitoring the improvements. The actual process may be covered in a separ ate procedure cross referred in the Quality Manual. Records Make a reference to the document, where the records are maintained. Records of all improvements implemented shall be maintained. National Accreditation Board for Testing and Calibration Laboratories Doc. No: NABL 160 Issue No: 04 Guide for Preparing a Quality Manual Issue Date: 24.03.2008 Amend No: 00 Amend Date: -- Page No: 30 / 57 4.11 Corrective action Policy State the laboratory’s policy on corrective action when nonconforming work or departures from policies and procedures in the management system or technical operations are identified. Responsibility The person(s)/ position responsible for planning, implementing and monitoring appropriate corrective action shall be identified. Procedure Briefly outline the procedure for implementing corrective action which shall include: a sources of information for identification of problems b cause analysis c selection and implementation of corrective actions d monitoring of corrective actions e additional audits where non-conformities/ departures cast doubt. The actual process may be covered in a separ ate procedure cross referred in the Quality Manual. Records Make a reference to the document, where the records are maintained. Records of all corrective actions taken shall be maintained. National Accreditation Board for Testing and Calibration Laboratories Doc. No: NABL 160 Issue No: 04 Guide for Preparing a Quality Manual Issue Date: 24.03.2008 Amend No: 00 Amend Date: -- Page No: 31 / 57 4.12 Preventive action Policy State the laboratory’s policy on preventive actions for needed improvements and identification of potential sources of non-conformities, technical as well as concerning the management system. Responsibility The person(s)/ position responsible for taking preventive actions shall be identified. Procedure Briefly outline the procedure for preventive action and action plan to implement & monitor to reduce the likelihood of the occurrence of nonconformities. The procedure for preventive action shall include initiation of such actions and application of controls to ensure they are effective. The sources for identification of areas for implementing preventive action may include feedback from staff and customers, internal quality checks, management review, proficiency testing, results, customer feedback, analysis of data, trend/ risk analysis, etc. Such feedback serves as controls and based on these an action plan to identify the potential sources of non-conformities and required improvement & preventive measures can be drawn for implementation. The actual process may be covered in a separ ate procedure cross referred in the Quality Manual. Records Make a reference to the document, where the records are maintained. Records of identification of potential sources of non-conformities, investigations carried  out, required improvements and preventive measures taken shall be maintained. National Accreditation Board for Testing and Calibration Laboratories Doc. No: NABL 160 Issue No: 04 Guide for Preparing a Quality Manual Issue Date: 24.03.2008 Amend No: 00 Amend Date: -- Page No: 32 / 57 4.13 Control of records Policy State the laboratory’s policy to maintain and control record pertaining to quality and technical activities. Also state policy on confidentiality, protection and security of records, especially computer records. Scope List all quality and technical records maintained by the laboratory and give a unique identification record number. Responsibility State the person(s) responsible for maintaining and controlling each record. Procedure Briefly outline the procedure for identification, collection, indexing, access, filing, storage, maintenance and disposal of quality and technical records. The quality records shall include reports of internal audit, management review, corrective action, preventive action etc. The technical records shall include origin al  observations, derived data, calibration records, staff records, a copy of each test report  or calibration certificate, personnel responsible for sampling, participation in proficiency  testing etc. Briefly describe the procedure for control and time period for retention of records, especially the test and/ or calibration worksheet, raw data and test report/ calibration certificate. Briefly describe the procedure for corrections, if mistakes occur. The actual process may be covered in a separ ate procedure cross referred in the Quality Manual. National Accreditation Board for Testing and Calibration Laboratories Doc. No: NABL 160 Issue No: 04 Guide for Preparing a Quality Manual Issue Date: 24.03.2008 Amend No: 00 Amend Date: -- Page No: 33 / 57 4.14 Internal Audit Policy State the laboratory’s policy in respect to conduct internal audit of all activities to verify that the operations continue to comply with the requirements of laboratory’s management system and ISO/IEC 17025:2005. Scope State the activities of the management system including testing and/ or calibration activities, which will be audited to cover all elements of the laboratory’s management system and ISO/IEC 17025:2005. Responsibility State the person/ position responsible for planning, organising internal audits and coordinating the corrective action. Normally this activity is the responsibility of the Quality Manager. Procedure Briefly outline the procedure for conduct of internal audit. The procedure shall take account of: a the frequency of conducting the internal audit at regular intervals b training and qualification criteria of personnel conducting the internal audit, that they are independent of the activity to be audited to the extent possible. The procedure shall also include the procedure for the corrective action(s) to be taken and its verification including notifying customers in writing, if the findings of internal audit cast doubt on the effectiveness of operations or on the correctness/ validity of test and/ or calibration results. The detailed process may be covered in a separate procedure cross referred in the Quality Manual. National Accreditation Board for Testing and Calibration Laboratories Doc. No: NABL 160 Issue No: 04 Guide for Preparing a Quality Manual Issue Date: 24.03.2008 Amend No: 00 Amend Date: -- Page No: 34 / 57 Records Make a reference to the document, where the records are maintained. The records of the activities covered; the audit findings including the areas audited, records verified, objective evidence gathered for verifying compliance with the  requirements of ISO/IEC 17025:2005 & the laboratory’s management system and the  gaps/ non conformities observed if any; corrective actions that arise from them, implementation, its verification and the effectiveness of the corrective action taken shall  be recorded. National Accreditation Board for Testing and Calibration Laboratories Doc. No: NABL 160 Issue No: 04 Guide for Preparing a Quality Manual Issue Date: 24.03.2008 Amend No: 00 Amend Date: -- Page No: 35 / 57 4.15 Management review Policy State laboratory’s policy for the conduct of Management Review to ensure the continuing suitability and effectiveness of laboratory’s management system and its testing and/ or calibration activities and to introduce necessary changes and improvements. It is expected that the top management (chief executive) of the laboratory who has the  executive responsibility for running the laboratory, undertakes the management review. The members of senior management having overall responsibility for design and  implementation of laboratory’s management system for the Technical Management, may  also be involved in the management review. Scope State the activities, the Management Review shall take account of, however they should not be limited to the following: a the suitability of policies and procedures b reports from managerial and supervisory personnel c the outcome of recent internal audits d corrective and preventive actions e assessments by external bodies f the results of inter-laboratory comparisons or proficiency testing g changes in the volume and type of the work h customer feedback i complaints   j k recommendations for improvement other relevant factors, such as quality control activities, resources and staff training. Responsibility State the person/ position responsible to convene the Manag ement Review meeting and the person who shall implement the decisions of the meeting. National Accreditation Board for Testing and Calibration Laboratories Doc. No: NABL 160 Issue No: 04 Guide for Preparing a Quality Manual Issue Date: 24.03.2008 Amend No: 00 Amend Date: -- Page No: 36 / 57 Procedure Briefly outline the procedure for conduct of the Management Review covering all the aspects stated above and the frequency at which it is conducted. The procedure shall also include that any action identified during the review, is implemented within the agreed time limit. The detailed processes may be covered in a separate procedure cross referred in the Quality Manual. Records Make a reference to the document, where the records are maintained. Records of all management review, and the actions that arise from them shall be  recorded. Records should also identify the personnel responsible for the actions and  agreed time frame. It should also include report on the actions of previous reviews. National Accreditation Board for Testing and Calibration Laboratories Doc. No: NABL 160 Issue No: 04 Guide for Preparing a Quality Manual Issue Date: 24.03.2008 Amend No: 00 Amend Date: -- Page No: 37 / 57 5. Technical Requirements 5.1 5. 1 General State the factors that determine the correctness and reliability of the tests/  calibrations performed by the laboratory. These factors should not be limited to: a human factors b accommodation and environmental conditions c test and calibration methods and method validation d equipment e measurement traceability f sampling g the handling of test and calibration items. The laboratory shall take account of the factors in developing the test and/ or calibration  methods and procedures, in the training and qualification of personnel and in the  selection and calibration of the equipment it uses. National Accreditation Board for Testing and Calibration Laboratories Doc. No: NABL 160 Issue No: 04 Guide for Preparing a Quality Manual Issue Date: 24.03.2008 Amend No: 00 Amend Date: -- Page No: 38 / 57 5.2 Personnel Policy State the laboratory’s policy on ensuring personnel competence and with regard to training needs, relevant to the present and anticipated tasks of the laboratory. Formulate and state goals with respect to education, training and skills of the laboratory personnel. Job Description Provide job description of the laboratory staff which shall include atleast the following: a name b qualification c training attended d management duties e expertise f responsibilities g further expertise/ training required. This data may be maintained by the personnel department and be also annexed with the  procedural manual of relevant sections. Supervision of Personnel Provide for each technical operating department/ section, information of the number of supervisory & non-supervisory personnel and the procedures used to ensure adequacy of supervision. Include a statement that department/ section laboratory managers ensure that only staff members who have been assessed and found competent to perform a test and/ or calibration are allowed to perform only that test and/  or calibration independently. Other staff members may only assist in performing that test under close supervision of a  competent staff member. National Accreditation Board for Testing and Calibration Laboratories Doc. No: NABL 160 Issue No: 04 Guide for Preparing a Quality Manual Issue Date: 24.03.2008 Amend No: 00 Amend Date: -- Page No: 39 / 57 Training and Assessment of Competence Describe the procedure for identifying the training needs and providing training of personnel, relevant to the present and anticipated tasks of the laboratory. A procedure for assessing the competence/ skills of the personnel should also be described. Also describe the evaluation procedure for the effectiveness of the training actions taken. The details of the training and assessment programme of each section may be contained  in the Training Manual of that section. Each sectional laboratory manager may be  responsible to maintain the manual and plan the training schedule of his section to  satisfy these requirements. Records Make a reference to the document, where the records are maintained. The personnel competence requirements with respect to different task undertaken by  laboratory shall be maintained. The laboratory shall also maintain records of persons  who are competent/ authorised including date of authorization, to perform specific tasks  such as sampling, test and/ or calibration, issue of test report & calibration certificate, to  give opinion and interpretations and to operate particular types of equipment. Also the  records of their educational & professional qualification, training, skills and experience  shall be maintained. National Accreditation Board for Testing and Calibration Laboratories Doc. No: NABL 160 Issue No: 04 Guide for Preparing a Quality Manual Issue Date: 24.03.2008 Amend No: 00 Amend Date: -- Page No: 40 / 57 5.3 Accommodation and Environmental Conditions Policy State the laboratory’s environments facilitate policy with correct respect to performance of accommodation the tests and/ and or calibrations. Accommodation Briefly describe the building facilities, location, construction features, energy & water sources and lighting. A layout plan may be included. Describe measures to control access to any particular area of the laboratory and procedures to ensure laboratory security. If necessary, give a table listing the staff that is permitted access to the various areas and the position of staff responsible for securi ty. Is there effective separation between neighboring areas in which there are incompatible activities? What measures have been taken to prevent cross contamination? Give instructions for laboratory staff to maintain good house keeping. Prepare/ document special procedures for specific areas, if necessary. Environmental Conditions Give a brief description of the environmental conditions such as temperature and humidity, in the various sections of the laboratory, as required by particular category of calibration or tests (giving a list if necessary). In addition to temperature and humidity, laboratories performing biological measurements shall specify biological sterility as environmental factor to be controlled and electo-technical laboratories shall monitor the mains voltage. National Accreditation Board for Testing and Calibration Laboratories Doc. No: NABL 160 Issue No: 04 Guide for Preparing a Quality Manual Issue Date: 24.03.2008 Amend No: 00 Amend Date: -- Page No: 41 / 57 Give a brief description of how to achieve the control of these environmental conditions. What if they break down? Briefly outline the procedure to monitor the environmental conditions. Records Make a reference to the document, where the records are maintained. The records of environmental conditions such as temperature and humidity, wherever  relevant, shall be maintained. National Accreditation Board for Testing and Calibration Laboratories Doc. No: NABL 160 Issue No: 04 Guide for Preparing a Quality Manual Issue Date: 24.03.2008 Amend No: 00 Amend Date: -- Page No: 42 / 57 5.4 Test and Calibration Methods and method validation Policy State laboratory’s policy with respect to selecting any particular test and/  or calibration method i.e. whether prescribed in national or international standards, published in reputed journals, text books, equipment operational manuals or laboratory developed methods etc. to meet the customer’s requirements. The methods published in national or international standards with latest valid edition  shall be used. Methods published in journals, text books, equipment manuals and  laboratory developed methods or non-standard methods suggested by the customer, shall be validated. Test and Calibration Methods Briefly describe the procedure and instruction for use of appropriate methods and procedures for all tests and/ or calibrations within its scope. This should include sampling, handling, transport, storage and preparation of items to be tested and/ or calibrated, and where appropriate, an estimation of measurement uncertainty as well as statistical techniques for analysis of tests and/ or calibration data. Describe the general arrangements for issuing, amending, updating, retrieving, reviewing and approving of test and calibration methods. Designate the staff responsible for the above task. Describe the procedure for writing laboratory developed and non-standard methods. The procedure should include that in-house methods shall be validated and approved before issue. Each test or calibration procedure shall contain at least the following information:  a appropriate identification  b scope  c description of the type of item to be tested or calibrated  d parameters or quantities and ranges to be determined  e apparatus and equipment, including technical performance requirements  National Accreditation Board for Testing and Calibration Laboratories Doc. No: NABL 160 Issue No: 04 Guide for Preparing a Quality Manual Issue Date: 24.03.2008 Amend No: 00 Amend Date: -- Page No: 43 / 57 f reference standards and reference materials required  g environmental condition required and any stabilization period needed  h description of the procedure, including  - affixing of identification marks, handling, transporting, storing and preparation  of items  - checks to be made before the work is started  - checks that the equipment is working properly and, where required, calibration  and adjustment of the equipment before each use  - the method of recording the observations and results  - any safety measures to be observed  i criteria and/ or requirements for approval/ rejection   j data to be recorded and method of analysis and presentation  k the uncertainty or the procedure for estimating uncertainty. For in-house methods, guidance should be provided for amplifying standard  specifications to make a step-by-step procedure, which is unambiguous to the staff  concerned. Procedure Manuals List the various categories of test and/ or calibration methods employed and make a cross-reference to the Test and/ or Calibration Procedure Manual(s) in the Quality Manual. International, Regional or National Standard that contain sufficient and concise  information on how to perform the tests and/ or calibrations do not need to be  supplemented or rewritten as internal procedures if these standards are written in a way  that they can be used as published by the operating staff in the laboratory. It may be  necessary to provide additional documentation for optional steps in the method or  addition details. Standard Specifications State the laboratory’s policy for referring to latest standards as the basis for test and/ or calibration methods, whenever possible. List the relevant standard specifications on which the test and/ or calibration procedures are based. National Accreditation Board for Testing and Calibration Laboratories Doc. No: NABL 160 Issue No: 04 Guide for Preparing a Quality Manual Issue Date: 24.03.2008 Amend No: 00 Amend Date: -- Page No: 44 / 57 Validation of Methods Where the laboratory is using the laboratory developed or non-standard methods, the laboratory shall confirm the techniques used for the determination of the performance of a method. One or combination of the following techniques may be used for the determination of  performance of a method. a calibration using reference standards or reference materials  b comparison of results achieved with other methods  c Inter-laboratory comparisons  d systematic assessment of the factors influencing the result  e assessment of the uncertainty of the results based on scientific understanding of  the theoretical principals of the method and practical experience  f any other technique. Estimation of Uncertainty of Measurement The laboratory shall state the procedure applied to estimate the uncertainty of measurement for all types/ ranges of calibration. When estimating the uncertainty of measurement, all uncertainty components which are  of importance in the given situation shall be taken into account, which shall include but  not be limiting to:  a reference standards and reference materials with reported uncertainty in the  calibration certificate  b method employed  c equipment used with reported uncertainty in the calibration certificate  d environmental conditions  e properties and condition of the item being tested/ calibrated. For calibration laboratories and testing laboratories performing their own calibrations  shall estimate the uncertainty of measurement for all calibrations and types/ range of  calibrations. For testing laboratories availing the services from calibration laboratories, shall identify  all the components of uncertainty and make a reasonable estimation for all test  parameters, and shall ensure that the form of reporting of the result does not give a  wrong impression of the uncertainty. The degree of rigor needed in an estimation of  uncertainty of measurement depends on the requirements of test method, requirements  of customer and the existence of narrow limits on which decisions on conformance to a  specification are based. National Accreditation Board for Testing and Calibration Laboratories Doc. No: NABL 160 Issue No: 04 Guide for Preparing a Quality Manual Issue Date: 24.03.2008 Amend No: 00 Amend Date: -- Page No: 45 / 57 Control of Data Describe the arrangement to ensure that all data transfer are subjected to appropriate checking by responsible staff. Describe the procedure to protect the integrity, confidentiality and security of data, particularly when using computer processing, including software validation. National Accreditation Board for Testing and Calibration Laboratories Doc. No: NABL 160 Issue No: 04 Guide for Preparing a Quality Manual Issue Date: 24.03.2008 Amend No: 00 Amend Date: -- Page No: 46 / 57 5.5 Equipment Policy State laboratory’s policy on use of equipment and reference materials for complying to required specifications and capable of achieving the desired accuracy. Procedures for test and calibration equipment Make a cross reference to the document where a list of major equipment are maintained and also make a statement to the effect that it has all the necessary equipment and reference material for meeting the stated policy. List the range of major test and/ or calibration  equipment, reference standards and  materials required by the laboratory. Describe the procedure for commissioning new equipment including the criteria for acceptance and safeguarding from adjustments. The laboratory shall confirm that all equipment under the control of laboratory requiring calibration are identified and labeled to indicate the status of calibration, date of last calibration and date of next calibration. Describe a procedure for intermediate checks to maintain confidence status of the equipment. Describe the procedure for safe handling, transport, storage, use and planned maintenance of measuring equipment to ensure proper functioning and prevent contamination or deterioration. Describe the equipment, procedure including for both safeguarding hardware and tests and/ software or for calibration adjustment invalidating the results. National Accreditation Board for Testing and Calibration Laboratories Doc. No: NABL 160 Issue No: 04 Guide for Preparing a Quality Manual Issue Date: 24.03.2008 Amend No: 00 Amend Date: -- Page No: 47 / 57 Describe the procedure for equipment subjected to overloading or mishandling, giving suspected results or the equipment is declared defective or when equipment goes outside the direct control of laboratory, and a procedure when it is repaired and brought back/ returned to service. Describe the procedure to ensure that copies (eg. in computer software) are correctly updated, where calibrations give rise to set of correction factors. Equipment Records Make a reference to the document, where the records are maintained. The laboratory shall maintain records of all major test and/ or calibration equipment. For each equipment atleast the following data should be included:  a the identity of the item of equipment and its software  b the manufacturer’s name, type identification, and a serial number or other unique  identification  c checks that equipment complies with the specification  d current location, where appropriate  e the manufacturer’s instructions, if available, or reference to their location  f dates, results and copies of reports and certificates of all calibrations, adjustments, acceptance criteria, and the due date of next calibration  g the maintenance plan, where appropriate, and maintenance carried out to date  h any damage, malfunction, modification or repair to the equipment. The records for authorization of the technical staff for handling/ operating the  equipments shall also be maintained. The laboratory shall also maintain records of all test and/ or calibration  equipment, reference standards and reference materials requiring calibration which shall atleast  include equipment name, calibration status, date of the calibration and due date of next  calibration. For chemical reference materials, the expiry date should be indicated. A record of their  usage should be included. National Accreditation Board for Testing and Calibration Laboratories Doc. No: NABL 160 Issue No: 04 Guide for Preparing a Quality Manual Issue Date: 24.03.2008 Amend No: 00 Amend Date: -- Page No: 48 / 57 5.6 Measurement Traceability and Calibration Policy The laboratory shall make a commitment to implement NABL policy on measurement traceability and calibration, given in NABL 142. The laboratory shall also make a commitment to use the services of accredited laboratories for external calibrations, to provide traceability to national/ international standards. Where traceability to national/ international standards is not practicable, how does the laboratory provide the satisfactory evidence about the reliability of the measurement of result. A calibration certificate bearing an accreditation body symbol from a calibration  laboratory accredited in accordance with ISO/IEC 17025:2005, for the calibration  concerned is sufficient evidence of traceability of the calibration data reported. Calibration programme Describe the calibration programme operative in the laboratory which includes the scheduling & fixing of calibration due dates and fulfills the requirements of NABL 142. The programme shall cover all measuring instrument/ equipment, reference standards and reference materials. For internal calibration, describe calibration procedure including estimation of uncertainties of measurement and traceability to national/  international standards and acceptance criteria. A detailed procedure for calibration may be given in a separate document and cross referred in the Quality Manual. National Accreditation Board for Testing and Calibration Laboratories Doc. No: NABL 160 Issue No: 04 Guide for Preparing a Quality Manual Issue Date: 24.03.2008 Amend No: 00 Amend Date: -- Page No: 49 / 57 The overall programme of calibration and verification and validation of an equipment  shall be so designed and operated to ensure that measurements made by the laboratory  are directly traceable to National and International standard of measurement, where  applicable. Alternatively the measurement should be traceable to National Standards  through an unbroken chain of NABL Accredited laboratories. The measurements may be  alternatively traceable to the calibration laboratories accredited by APLAC/ ILAC MRA partners. NABL will recognize the traceability of calibration to international metrology  institutes such as NIST, PTB etc. NABL accredited laboratories are required to ensure  that the calibration certificates in such cases indicate the traceability to National or  International standards of Measurement. The calibration certificate shall also provide a  statement on the uncertainty of measurement and standards used with their valid  calibration, uncertainty & traceability. Use of Reference Standard of Measurement Reference materials shall be, where possible, be traceable to SI units or to Certified Reference Materials. In case the same is not possible, it can provide traceability as prescribed in ISO/IEC 17025:2005 clause 5.6.2.1 and the same may be described by the laboratory. The laboratory shall make a statement that reference standards of measurement held by the laboratory shall be used for calibration only and for no other purpose. In case the laboratory is using the reference standard for other purposes, the laboratory shall state the procedure to demonstrate that its performance as reference standards would not been invalidated. List of Reference Standard in use shall be maintained along with the details of its receipt and utilization, if appropriate. Describe the procedures and schedule for checks needed to maintain confidence in the calibration status of reference, transfer or working standards and reference materials. Responsibility The person(s)/ position responsible for implementing and monitoring the calibration programme shall be identified. National Accreditation Board for Testing and Calibration Laboratories Doc. No: NABL 160 Issue No: 04 Guide for Preparing a Quality Manual Issue Date: 24.03.2008 Amend No: 00 Amend Date: -- Page No: 50 / 57 Records Make a reference to the document, where the records are maintained. The laboratory shall maintain records of all established traceability of calibrations  performed on its own measuring instrument/ equipment, reference standard/ material. This record can be included with the equipment records  like equipment name, calibration  status, date of the calibration and due date of next calibration. National Accreditation Board for Testing and Calibration Laboratories Doc. No: NABL 160 Issue No: 04 Guide for Preparing a Quality Manual Issue Date: 24.03.2008 Amend No: 00 Amend Date: -- Page No: 51 / 57 5.7 Sampling Briefly outline the laboratory’s plan and procedures for sampling, when sampling of substances, materials or products for subsequent testing, is the responsibilities of the laboratory. The procedure should include the selection, sampling plan, withdrawal and preparation of a sample to yield required information. The actual process may be included in a separate procedure cross referred in the Quality Manual. If customer requires deviation for documented sampling procedures, thus two shall be  recorded and included in all documents containing test and/ or calibration results. No sampling is to be done for calibration as the entire scope/ ranges need to be  demonstrated. Records Make a reference to the document, where the records are maintained. The relevant data related to sampling shall be recorded. It shall atleast include sampling  procedure used. identification of the sampler, environmental conditions (if relevant), diagrams to identify the sampling location and if appropriate, statistics principles upon  which the sampling is based. National Accreditation Board for Testing and Calibration Laboratories Doc. No: NABL 160 Issue No: 04 Guide for Preparing a Quality Manual Issue Date: 24.03.2008 Amend No: 00 Amend Date: -- Page No: 52 / 57 5.8 Handling of Calibration and Test items Policy State laboratory’s policy with respect to the handling of test and/ or calibration items to protect the integrity of test and/ or calibration item. Procedure Briefly outline the procedure for safe transportation, receipt, handling, protection, storage, security, retention and delivery/ disposal for items received by the laboratory for test and/ or calibration. Test/ Calibration item identification Describe the system for identification and recording of test and/ or calibration item, throughout the life in the laboratory. The actual process of handling to calibration and/ or test items may be detailed in a separate procedure cross referred in the Quality Manual. Records Make a reference to the document, where the records are maintained. For each test and/ or calibration item, atleast the following information shall be recorded:  a laboratory identification number  b name of customer  c date of receipt  d sample description  e condition of receipt  f date of test/ measurement completed  g sample disposal date/ date on which sample collected by customer  h identity of assigned analyst. National Accreditation Board for Testing and Calibration Laboratories Doc. No: NABL 160 Issue No: 04 Guide for Preparing a Quality Manual Issue Date: 24.03.2008 Amend No: 00 Amend Date: -- Page No: 53 / 57 5.9 Assuring the quality of test and calibration results Policy State the laboratory’s policy for assuring the quality of test and calibration results. Quality control measures The laboratory shall describe the quality control procedure for monitoring the validity of test and/ or calibration and the verification practices for checking the validity of test and/ or calibration results and for estimating the components of precision of test and/ or calibration results. The monitoring shall be planned & reviewed and shall include, but not limited to the  following:  a regular use of certified reference materials and/ or internal quality control using  secondary reference materials  b participation in inter-laboratory comparison or proficiency testing programme  c replicate tests or calibrations using the same or different methods  d retesting or recalibration of retained items  e correlation of results for different characteristics of an item. It is expected that depending upon the nature of test(s) and/ or calibration(s) performed  and volume of work undertaken, one or more of the above measures shall be practiced. The laboratories shall document a procedure to analyse the quality control data and where they find that their results/ analysis are outside the predefined criteria, a planned action shall be taken to correct the problem and to prevent incorrect results from being reputed. Describe or make cross reference to the document which contains the schedule and frequency with which such verification practices are carried out and the procedure for conduct and review of these activities. Responsibility Designate the person(s)/ position responsible for coordinating the verification practices. Specify the management person responsible for reviewing the results and deciding on the appropriate investigation and corrective action. National Accreditation Board for Testing and Calibration Laboratories Doc. No: NABL 160 Issue No: 04 Guide for Preparing a Quality Manual Issue Date: 24.03.2008 Amend No: 00 Amend Date: -- Page No: 54 / 57 Proficiency Testing The laboratory shall make a statement that it follows NABL policy on Inter-laboratory Comparisons and/ or Proficiency Testing, in accordance with NABL 163. Proficiency testing is one of the powerful method of checking the validity of the test and/  or calibration results. All NABL accredited testing and calibration laboratories are required to participate in  Proficiency Testing Programmes conducted by NABL or the nodal organizations  appointed by NABL. Laboratories shall also participate (as far as available and  practicable) in international Inter-laboratory Comparison/ Proficiency Testing  Programmes conducted by APLAC, EA or equivalent organizations. NABL shall keep the  accredited laboratories informed about all such international programmes through NABL newsletter. NABL is expected to enforce the requirements of APLAC MRA 001 and accordingly it will  be essential for all its accredited laboratories to demonstrate technical competence of its  accredited laboratories by satisfactory participation in International/ Regional/ National  Proficiency Testing Programmes, including APLAC in a manner so that each major sub-  areas of major disciplines of a laboratory’s scope of accreditation are covered in a cycle  of 4 years. This will of course not apply to those special areas where Inter-laboratory  Proficiency Testing Programmes are not available. All applicant laboratories are required to successfully participate in at least one  Inter-laboratory Proficiency Testing in accordance with ISO/ IEC Guide-43 (I)- 1996. Records Make a reference to the document, where the records are maintained. The records of all verification practices i.e. internal quality checks and intermediate   checks on reference standards shall be maintained. The records of proficiency testing  and inter-laboratory comparisons shall be maintained. The records shall also include  review of results and investigation/ analysis of deviations if observed and result ing  corrective actions taken and verified. National Accreditation Board for Testing and Calibration Laboratories Doc. No: NABL 160 Issue No: 04 Guide for Preparing a Quality Manual Issue Date: 24.03.2008 Amend No: 00 Amend Date: -- Page No: 55 / 57 5.10 Reporting the results Policy The laboratory shall state its policy with respect to reporting of results of each test or calibration carried out by them so that they are reported accurately, clearly, unambiguously and objectively and in accordance with any specific instructions in the test or calib ration methods. A standard format may be used by the laboratory, which contains atleast the following  information:  a a title (eg. “Test Report” or “Calibration Certificate”) b the name and address of the laboratory, and the location where the tests and/ or  calibrations were carried out, if different from the address of the laboratory  c unique identification of the test report or calibration (such as the serial number), and on each page an identification in order to ensure that the page is recognized  as a part of the test report or calibration certificate, and a clear identification of  the end of the test report or calibration certificate  d the name and address of the customer  e identification of he method used  f a description of, the condition of, and unambiguous identification of the item(s) tested or calibrated  g the date of receipt of the test or calibration item(s) where this is the validity and  application of the results, and the date(s) of performance of the test or calibration  h reference to the sampling plan and procedures used by the laboratory or other  bodies where these are relevant to the validity or application of the results  i   j the test or calibration results with, where appropriate, the units of measurement  the name(s), function(s) and signature(s) or equivalent identification of person(s) authorizing the test report or calibration certificate  k where relevant, a statement to the effect that the results relate only to the items  tested or calibrated. In addition to the above any other information as stated in ISO/IEC 17025:2005 clause  5.10.3 and 5.10.4, as relevant may also be contained in the test report/ calibration  certificates. In case of internal customer or written agreement with the customer, the format may be  made short. However any requirement not reported to customer shall be readily available  in the laboratory. National Accreditation Board for Testing and Calibration Laboratories Doc. No: NABL 160 Issue No: 04 Guide for Preparing a Quality Manual Issue Date: 24.03.2008 Amend No: 00 Amend Date: -- Page No: 56 / 57 The laboratory shall explicitly state that: a the results of test and calibration performed by the subcontractor are included in the report/ certificate and clearly identified b the calibration certificates also include environmental conditions, uncertainty of measurement and the evidence of traceability of measurement c wherever required the opinions and interpretations are provided in the reports/ certificates d all reports/ certificates bear NABL symbol as per NABL policy e all reports/ certificates are signed by the authorised signatory. Describe the procedure for issuing and transmitting of reports/ certificates to the customers. Describe the procedure for making amendments to Test Reports and Calibration Certificates. State the policy of the laboratory to notify to its customer, of any event that cast doubt on the validity of issued results. Also the procedure for issuing the amended or supplementary reports/ certificates shall be stated. National Accreditation Board for Testing and Calibration Laboratories Doc. No: NABL 160 Issue No: 04 Guide for Preparing a Quality Manual Issue Date: 24.03.2008 Amend No: 00 Amend Date: -- Page No: 57 / 57