Quality Systems and Procedures Manual Control Copy 4. Contents and Issue Status of Manual. Revision Number

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1 Contents and Issue Status of Manual Details of contents Quality Systems and Procedures Manual Section Number Issue Number Revision Number Issue Date Pages All Approved and Issued by: CHAIRMAN, COMPUTER CENTRE Date of issue: Date of Issue: Page No: 1

2 LIST OF CONTROL COPY HOLDERS Control Copy Number Holder Designation 1 Chairman, 2 Office 3 Management Representative - ISO Web Site Date of Issue: Page No: 2

3 QUALITY SYSTEMS AND PROCEDURES MANUAL (QSPM) Amendment Status of QSPM Serial No. Current Issue Amended page Issue Date Procedure Previous Issue Previous Issue Date Comments 1 Full QSPM Date of Issue: Page No: 3

4 . QUALITY MANAGEMENT SYSTEM.1 General Requirements was started in the year 1973 with the commission of IBM Mainframe System to cater the Computing needs of the Students, Faculty and Staff of the Institute who are the Customers. Since then Computer Systems have been upgraded to provide faster and reliable Computational Services for the Customers. Over a period of time, has been evolved and organized into the following verticals currently. 1. Computer Network and Internet 2. High Performance Computing Environment 3. Workflow. E-services 5. Data Centre to provide infrastructure for Hardware. In addition to the above verticals, Helpdesk has separate Professors in charge, System Staff and Project Staff to take care of the smooth operation and maintenance of the above services (APPENDIX I & II)..2. Documentation Requirements.2.1 General: The Quality Policy of the Institute has been displayed at prominent locations in the. The Quality Systems and Procedures Manual for the is the document clearly stating the quality policy and the quality objectives of the. The processes are described in separate charts annexed to this quality manual. The documents and records pertaining to these processes are also listed out separately with unique identification numbers. Some documents and records are in electronic form stored in the Computers. Date of Issue: Page No:

5 .2.2 Quality Manual: The activities of are described in the Quality Systems and Procedures Manual. The Quality System Manual (QSM-I) is the apex manual describing the quality system of the Institute for the that serves, supports and enhances the Computational needs of the Customers, Networking, E-services and Workflow..2.3 Control of documents: Chairman, System Staff, Store Keeper and Office Staff maintain all the documents of the Centre. 1. Quality Systems Manual (QSM I) -Chairman 2. Quality Systems and Procedures Manual - Chairman, CC Office, MR and CC Website The Chairman is the approving authority for this Quality Systems and Procedures manual of the. Whenever a change in the procedure manual is necessitated based on audit findings or request from the users, it is approved by the Chairman and supplied as a new revision. The changes are incorporated in all the Procedure Manuals. Higher Revision Number identifies the changed document. When five revisions are made to any document a higher Issue Number is given. Master copy of this Manual is available with the Chairman marked as MASTER COPY on reverse side. CONTROLLED COPY stamped in colour identifies controlled copies..2. Control of records: List of Records (Appendix III) Chairman, System Staff, Store Keeper and Office Staff maintain all the records of the. APPENDIX III specifies the complete information about records. Date of Issue: Page No: 5

6 5. MANAGEMENT RESPONSIBILITY 5.1 Management Commitment The is committed to provide the support services for smooth and efficient running as stated in the quality objectives. continuously monitors and reviews the quality procedure in order to meet the quality objectives. The commitment to enhance quality of support services is seen from the Quality Policy of the Institute. Customer requirements are addressed in various meetings like HOD s meeting, Staff meeting and CC Committee meeting. Quality Objectives and review on Resources in the are discussed and decided in these meetings. In addition to Quality Policy the Management has a strong commitment in the activities of the, its Upgrades and Infrastructure. Management reviews the activities of in Heads of Department s (HOD) meeting. 5.2 Customer Focus Faculty, Students and Staff of Departments and Sections like Academic, Finance and Accounts, Stores and Admissions Office are the Customers of the. All the Support Services of the are towards facilitating and satisfying the customers. 5.3 Quality Policy The Quality Policy of the Institute is defined in the Quality System Manual (QSM-I). The policy regarding Support services is applicable to. Date of Issue: Page No: 6

7 5. Planning 5..1 Quality Objectives: The quality objectives of the five verticals are specified below. 1. Computer Network: To continuously improve the Computer Networking and Internet facilities in the Campus and achieve excellence in the Customer service. To make Virtual Local Area Network (VLAN) s for faster and better services in all areas of Campus. Monitoring of Network switches every six months and upgrade if need be, based on technology development. Support service response for network complaint is 2 days. 2. High Performance Computing Environment (HPCE): To ensure High Performance Server is available 100% of time for customers. Achieve more than 60% Central Processing Utilization. Response time for HPCE problems will be less than 3 days. 3. Work Flow: Automation of Processes in the Institute Administration, Accounts, Academic, Stores& Purchase and IC&SR. The turnaround time of Support shall be 3 days. Request by Customer for new a process will be reviewed and reported in 5 days. Training for Workflow software modules to users will be given monthly over a period of 1 year.. Date Centre: Zero Downtime for Air conditioners, UPS, BMS and Diesel Generators. Review and carry out Preventive maintenance as per schedule. Plan the Power Capacity and Aircondition on annual basis based on the projected demand. Date of Issue: Page No: 7

8 5. E-Services: To provide all Customers , Authentications like Lightweight Directory Access Protocol (LDAP) and Active Directory Service (ADS), Virtual Private Network (VPN), Antivirus and Web services. Support service response is 3 days Quality Management System Planning: The Quality Management System has been planned keeping in view the Quality Policy of the Institute. To facilitate these activities of the Institute, the Quality System is planned such that the Computer Centre carries out all activities outlined in a structured fashion to achieve the Objectives and ensure integrity of the QSM -I when changes are effected. 5.5 Responsibility, Authority and Communication Responsibility and Authority: The Organisational structure of the is shown in Appendix I. The Duties and Responsibilities of the Chairman and the other Staff of the are shown in Appendix II Management Representative: The Management Representative (MR) is appointed by the Director, Indian Institute of Technology Madras. The MR will co-ordinate all the activities concerned with the Quality Management System of including Internal and External audits. The responsibilities of the Management Representative are listed in QSM-I. Date of Issue: Page No: 8

9 5.5.3 Internal Communication: Most of the Internal Communications are through . A separate account is maintained called ccstaff@iitm.ac.in for common Circulars and Information within the. Communication is also done through Letters and Telephones among the Staff. For External Communications with customers of the Institute is extensively used. Computer Centre also provides a facility in service called announce@iitm.ac.in. Important Circulars and Notices are sent to the announce@iitm.ac.in for information of customers. Information dissemination is also effected through the Website, Management Review The top Management review for the Institute is conducted as defined in QSM-I. The Management reviews the implementation of the Quality System in by the following manner: 1. The Chairman presents the activities of the Centre in HOD s Meeting held once in a month. 2. Internal audits of the Quality System are conducted every six months and the observations, reports and follow up are discussed in the management review conducted twice a year. System Staff Meeting held monthly. 6. RESOURCE MANAGEMENT 6.1 Provision of Resources: IIT Madras provides the following Resources to the to carry out the entrusted activities and to improve the quality of service and enhance customer satisfaction. 1. Manpower 2. Space, Office furniture, Air-conditioners, Computers, Printers and Telephones 3. Photocopying machines, Stationery and consumables. Funds for the services of outside agencies for Infrastructure and Computer Hardware and Software Date of Issue: Page No: 9

10 6.2 Human Resources 6.2.1General: The Staff in the are well versed and trained in their respective fields of activities like Networking, System Administration, Programming and Data Processing. The Staff of are selected based on their qualification and experience to ensure basic level of competency. Project staff and technicians are employed periodically to assist the staff of the computer centre Competence, Awareness and Training: All the Staff members are competent enough in doing their duties and work. System Staff are recruited based on their competence and capability. When augments its resources in the form of new Hardware or Software necessary personnel are sent for Specific Training. In addition Chairman CC maintains performance assessment records of individuals in the department. Based on the assessment, training needs are identified. Training is imparted based on the need identified and the effectiveness is evaluated by re-assessment of the individual s performance after completion of the training. The System Staff are grouped into five categories by the Chairman, namely HPCE, Computer Network, E-services, Data Centre and Workflow. Training for Staff to be imparted is identified based on these Group activities by the Chairman. The staff members of are also sent for training conducted by Human Resource Development (HRD) Section of IIT Madras. 6.3 Infrastructure The has a very good Infrastructure to carry out its services to the Users. It is equipped with High Performance Computer to cater the Customers various Computational works. It has a very High Internet Bandwidth with National Knowledge Network (NKN) and private communications companies. The Institute Backbone Network has the highest available bandwidth of 10Gigabit. All the department buildings are provided with dual backbone connection for fault tolerance. Date of Issue: Page No: 10

11 The Data Centre has facilities like Surveillance cameras, Fire Safety, UPS and Diesel generators to ensure 2/7 power supply and air-conditioning. It has a High Performance Computing Room to host all Servers, Network Room, Network Operator Centre (NOC) to monitor the Campus Network, a Conference room, Staging and Testing Room, UPS Room, Electrical Room, and GAS Cylinder Room. The operation of these facilities is done through Building Management System (BMS). 6. Work Environment has a modern Data Centre hosting all the Compute, Network, Intranet/Internet Servers and Helpdesk service (Tel 5999). The Systems Staff have separate rooms with the provision of Computers, Network and Telephones. Seminar and Store rooms are in the first floor of the Centre. 7. PRODUCT REALIZATION 7.1 Planning of Product Realization The following are the processes of the. Process charts are annexed in this manual. i. High Performance System Administration (PC01) Access to High Performance Computer for Customers is provided by creating User Accounts called Userids. Systems Staff do the technical administration of these Servers for the maintenance of Userids, Passwords, Disk Space, Software and smooth and continuous operation. Backup of the Systems are taken in Hard Disk with the use of procedures running automatically. ii. Network Administration (PC02,PC03 and PC0) Institute has a modern 10Gigabit Backbone network. Network Switches of various configurations are installed in the Campus to provide high speed connectivity for Academic Buildings, Hostels and Residences. System Staff of the do the technical administration and maintenance of the Network. At the NOC, campus network is monitored and logs are maintained for the downtime. Traffic on the leased line to the Internet is monitored using the Network Management Software (NMS). Date of Issue: Page No: 11

12 iii. Workflow Automation (PC05) System Staff are coordinating in the implementation of Workflow for the Sections - Academic, Finance & Accounts, Administration, IC & SR and Stores & Purchase. iv. E-Services (PC06 andpc07) , Virtual Private Network (VPN), Web sites, Web services for Conferences, Authentication (ADS and LDAP) and Antivirus are the support services provided by this process. 7.2 Customer Related Processes Determination of requirements related to the product: and Review of requirements related to the product: Determination of Customer s requirement is done in the CC Committee meetings held periodically, Monthly Staff meetings and s sent to. Generally, customer s needs are High Processing Speed, Fast Internet Bandwidth, Video Conferencing and Virus Alert. Determination of Processing Speed, Internet Bandwidth and Antivirus Software go by the latest technology available in the Computer field Customer communication: Various kinds of communications are followed to reach customers like , Telephones and in Person. has Web site hosting information about the Hardware and Software. The URL is Date of Issue: Page No: 12

13 7.3 Design and Development The on its own does not design any new procedure. development is not applicable to. Hence the design and 7. Purchasing The gets equipment, stationery and consumables for day-to-day office work through Central Stores by periodic indenting. All these are purchased in accordance with the purchase procedures of the Institute. The also purchases service from outside agencies for its smooth and effective running without break and failure. The following are the purchased services: Annual Maintenance Contract (AMC) for High Performance Servers Computer Network switches, Antivirus Security Suite, Maintenance of Generators, Air Conditioners and BMS Purchasing Process: For the Hardware maintenance of the Servers, Network switches and Antivirus Software, AMC is given to the Firms by taking into account their technical capability. Maintenance of air conditioning units is done by authorised service agents selected based on their experience in the field and commercial conditions. An expert committee is constituted by the Chairman to go through this process Purchasing Information: Purchase Orders are placed on the approved Service providers by Central Stores and Purchase Section based on the recommendations of the indicating the approved source and conditions of Purchase Verification of Purchased Product: First level verification of the receipt of the Item as per Purchase Order is done by the Store Keeper. Functional Performance of Computer systems and other Equipment is done by the System Staff and recorded in the Installation report contained in the Invoices. Date of Issue: Page No: 13

14 The performance of the service providers is reviewed periodically before renewing the contract. The performance is reviewed based on the quality of service and response to service calls. 7.5 Production and Service Provision Control of Production and Service Provision: All the processes in the and their measuring and monitoring parameters are described in the annexed flow charts Validation of Processes for Production and Service Provision: The Software development and maintenance of products are checked, approved and validated by the concerned Sections and Departments where the Software are being installed and used. Other Processes are validated for their efficiency during regular Systems Staff meetings Identification and Traceability: While issuing Userids for the Customers, Files are electronically maintained in the respective Servers to trace the userids and identify them. This can be done by simple System Administration commands. Userid forms applied by the Users are maintained by respective System Administrators. DCA, Faculty Advisor and the Users duly sign the forms. They are easily identified and traced. A Computer at the NOC identifies the Network equipment placed at various locations of the Institute. Also documentation (Soft and Hard copies) providing information of the physical locations of these equipments is available with the System Staff for identifying and tracing of the components. The Computers of the Customers placed in the Data Centre are identified by placing stickers prominently on the front of the Computers Customer Property: The Data and Files are the Customers properties residing in various servers belonging to the Computer Date of Issue: Page No: 1

15 Centre. They are easily identified by the Userids issued to them, protected and safeguarded well in Hard disks of the servers. Corruption and Deletion of Files and data are the possible damages that can occur. In these circumstances Customers are informed by the concerned System Administrators of the Servers by or circular. Based on the nature of corruption and customer concurrence necessary damaged data and files are restored by the Administrators from backup. The list of customer s Computers in the Data Centre is shown in APPENDIX IV Preservation of Product: Backup of customer s data and files are taken periodically on Hard Disk as a preventive measure. For the Software products developed and maintained by the, the software will reside in the computers of System Staff and in the Customer Computers as well. They are preserved with Backup. 7.6 Control of Monitoring and Measuring Devices The Data centre is monitored by Building Management System (BMS). Server area Temperatures, Smoke, Fire, Water leakage, Voltage of UPS & EB panel and Surveillance Cameras are covered under BMS. 8. MEASUREMENT, ANALYSIS AND IMPROVEMENT 8.1 General Since the product is essentially, a service, monitoring and measurement is done by the response time to complete the process. Analysis of the service is done by collecting data on the quantum of service rendered and actual time taken to render the service. These data are not only used for System tuning but also for measuring the Servers usage by the Customers. For Network Service, statistical data of Internet bandwidth utilization, statistics on day-to-day customer problem reported and attended are used for analysis and improvement of the service. Date of Issue: Page No: 15

16 8.2 Monitoring and Measurement Customer Satisfaction: Customer Satisfaction will be monitored and measured in the following manner: 1. Systems Staff Meeting held every month. 2. Online Feedback received from Customers twice a year. 3. Monthly HOD s meetings conducted by Director Internal Audits: Internal audits are conducted as specified in the Quality System Manual (QSM-I). The Management Representative will organize and monitor the same Monitoring and Measurement of Processes: and 8.2. Monitoring and Measurement of Product: Since there is no tangible products produced by and it is essentially Service provider, the monitoring and the measurement of the processes are done by the quantum of service rendered and the response to the service in terms of time taken to complete the processes. Measurement for each process is defined in the respective process flow chart. 8.3 Control of Non-conforming Product The typical non-conformances that can occur in the service provided by are nonavailability of server, network, and Internet/Intranet service. The concerned System Staff attends to the problem and ensures that the problem is rectified. Date of Issue: Page No: 16

17 8. Analysis of data Data pertaining to the individual process as defined in the flow chart is collected to monitor the trend of the process. Statistical data of network service like Internet bandwidth utilization graph, data for user problems reported are analysed for improvement. Online feedback data collected for all the services provided by the computer centre is also analysed. The data analysis is also done in the System Staff meeting. 8.5 Improvement Continuous Improvement: Continuous improvement is done in the areas of up-gradation of the hardware, software and service to ensure latest technology is available to our customers of all verticals. Improvements are also done to continuously strive towards achievement of quality objectives Corrective Action: For repeated non-conformances including the customer complaints, the root cause of the problem is identified and action to be taken is determined. The action is initiated and the performance is monitored after initiating the corrective action. The records of corrective action taken are maintained and reviewed for effectiveness Preventive Action: The potential non-conformances are identified and special care is taken to prevent for reoccurring. The records of preventive actions taken are maintained and reviewed for effectiveness. Date of Issue: Page No: 17

18 APPENDIX I ORGANISATIONAL CHART FOR COMPUTER CENTRE CC CHAIRMAN Computer Network E - Services Work Flow HPCE Data Centre Help Desk Office & Stores Prof. In charge& CC Staff Prof. In charge& CC Staff Prof. In charge & CC Staff Prof. In charge & CC Staff CC Staff CC Staff CC Staff Project staff Date of Issue: Page No: 18

19 APPENDIX II DUTIES AND RESPONSIBILITIES Chairman Technical Staff Technical Staff Technical Staff Technical Staff Technical Staff Office & Stores Inte Planning & Administration Goal setting for Computer Centre Action with Customers (HPCE ) System Administration File Management System Security Training to users (NETWORK) Monitoring Campus Network Planning & Implementation Upgrading Internet Bandwidth (WORKFLOW ) Automation of process for sections- Accounts, Academic, IC & SR, Stores & Purchase and Administration. Training to users (e-services) LDAP/ADS VPN Websites Antivirus (DATA CENTRE) Monitoring Air condioners, Generators & UPS Batteries Monitoring BMS Schedule Maintenance File keeping & maintenance and Announcement Purchase orders and AMC files Date of Issue: Page No: 19

20 APPENDIX III MASTER LIST OF RECORDS Sl. No Name of Record Responsibility Hard Copy/ Soft Copy Storage Location Retention Period ID.No 1. User ID Forms HPCE & System Staff Soft Copy CC Website Till User leaves Inst. CC1/CC2 2. Systems Staff Minutes Chairman Soft Copy CC Office 3 Years CCM1 3. HOD Meeting Chairman Hard Copy / Soft Copies CC Office 3 Years CCM2. AMC Service Reports Store Keeper Hard Copy Store Keeper s Office CCAMC1 CCAMC2 CCAMC3 CCAMC 5. Copies of Purchase Orders Store Keeper Hard Copy Store Keeper s Office 3 Years Unique #s given by Store Keeper 6. Staff Training Chairman Hard Copy CC Office CCT1 7. Feed Back Systems Staff Soft Copy Computer Date of Issue: Page No: 20

21 APPENDIX IV LIST OF CUSTOMER S COMPUTERS IN DATA CENTRE SI.NO SERVER 1 GATE 2 JEE 3 CHEMISTRY HOSPITAL 5 LIBRARY 6 ACADEMIC 7 PLACEMENT 8 CPC 9 HOSTEL MANAGEMENT Date of Issue: Page No: 21

22 Process Chart for HPCE PC 01 Sl. No Activity Responsibility Systems Staff Duration Form 1. Customer requests for Computer Account (Userid) CC1-HPCE 2. Customer problems 1 Daily Helpdesk 3. Completion of problems 3 Days 2. Monitoring CPU utilization Daily Measurement Parameter: Response time for the request and problem. CPU utilization above 60%. Date of Issue: Page No: 22

23 Process Chart for Network Administration - PC 02 Sl. No Activity Responsibility Systems Staff Duration Form 1. Customer Complaints 1 Helpdesk 2. Attending the fault 1 Day 2 3. Customer problem (Processing initiation) 3 2 Days Softcopy Measurement Parameter: Response time to attend fault. Date of Issue: Page No: 23

24 Process Chart for Campus Network Administration - PC 03 Monitoring Network Equipments at NOC No Fault FffF aulttt tfaul tfaul t Yes Power, Switch/Link Problem Yes Solved by CC staff within a day Low end switch fault No No Yes Solved by CC staff within a day High End Switch Fault Yes Contact AMC Service Provider Minor fault solved within a day Major fault solved within five days. Measurement Parameter: Response time to attend the fault. Date of Issue: Page No: 2

25 Process Chart for Internet Connectivity - PC 0 Monitoring Internet Link at NOC Fault NO YES Problems at IITM End YES Solved by CC Staff within a day NO Contact Service Provider Solved within a day Measurement Parameter: Response time. Date of Issue: Page No: 25

26 Process Chart Work Flow Automation PC 05 Sl. No Activity Responsibility Duration Forms User Systems Staff 1. Request from Customer for Software Support 1 2 Request from Customer 2. Review of requirement with customer 3 5 Days 3. Software Support Until customer needs Measurement Parameter: Response time for the Review and the Support for the Customer Date of Issue: Page No: 26

27 Process Chart for E-Services PC 06 Sl. No Activity Responsibility Duration Forms User Systems Staff 1. Request from Customer for VPN, Website, ADS,LDAP, Antivirus& Conference Support 1 Help Desk 2. Review of requirement with customer 2 3 Days 3. Technical Support 3 Until customer needs Measurement Parameter: Response time for the Review and the Support for the Customer Date of Issue: Page No: 27

28 Process Chart for E-Services PC 07 Sl. No Activity Responsibility Systems Staff Duration Form 1. Academic/Recruitment send accounts for Customers CC2- 2. Customer problems 1 Daily Helpdesk 3. Completion of problems 2 3 Days Measurement Parameter: Response time to attend calls. Date of Issue: Page No: 28