Quality Manual Tarento - V2.2

Quality Manual
V 2.2
Rev Date: 15-05-2020
Document History
Document Location
This is a snapshot of an on-line document. Paper copies are valid only on the day they are printed. Refer to the
author if you are in any doubt about the currency of this document.
Revision Revision Summary of Changes Changes

Number Date marked
1.6 21-10- ISO 9001:2008 Final version N
2015
2.0 12-10- Included 9001-2015 requirements N
2017
2.1 02-05- Updated Section 6.1 on Risks and opportunities data capture and N
2019 publishing.
2.2 15-05- The Manual is restructured to provide proper mapping with ISO 9001: N
2020 2015 standard clauses.
Review and Approvals

This document requires following approvals. Signed approval forms are filed in the Quality section of the PCB.
Name Title Role

Sivaiah A Test Manager/MR Reviewer
Vijay MD Approver
Distribution
This document has been distributed to
Name Title
Tarento IDC Team
Tarento Sweden Team
Tarento Finland Team
Table of Contents
Document History..........................................................................................................................................................2
Document Location....................................................................................................................................................2
Review and Approvals...............................................................................................................................................2
Distribution................................................................................................................................................................2
1 Introduction...........................................................................................................................................................5
1.1 References....................................................................................................................................................5
1.2 Definition, Acronyms and Abbreviations.....................................................................................................5
2 Company Overview................................................................................................................................................5
1.3 Business........................................................................................................................................................5
3 Organization Structure..........................................................................................................................................1
4 Context of the Organisation..................................................................................................................................1
4.1 Understanding the Organisation and its Context........................................................................................1
4.2 Need and expectation of Interested Parties................................................................................................1
4.3 Determining the Scope and QMS.................................................................................................................2
4.4 Quality Management system and its processes..........................................................................................3
5 Leadership..............................................................................................................................................................6
5.1 Leadership and Commitment.......................................................................................................................6
5.2 Policy............................................................................................................................................................7
5.3 Organisational Roles, Responsibilities and Authorities...............................................................................8
6 Planning.................................................................................................................................................................8
6.1 Actions to address risks and opportunities..................................................................................................8
6.2 Quality objectives and planning to achieve them........................................................................................8
6.3 Planning for changes in QMS.......................................................................................................................9
7 Support................................................................................................................................................................10
7.1 Resources...................................................................................................................................................10
7.2 Competence...............................................................................................................................................12
7.3 Awareness..................................................................................................................................................13
7.4 Communication..........................................................................................................................................13
7.5 Documented information..........................................................................................................................13
8 Operations...........................................................................................................................................................14
8.1 Operational planning and Control.............................................................................................................14
8.2 Requirements of products and services....................................................................................................15
8.3 Design and Development of Products and Services..................................................................................17
8.4 Control of externally provided processes, products & services – Purchasing...........................................19
8.5 Production and Service Provision..............................................................................................................20
8.6 Release of Products....................................................................................................................................22
8.7 Control of non-conforming outputs...........................................................................................................23
9 Performance Evaluation......................................................................................................................................23
9.1 Monitoring, measurement, analysis and evaluation.................................................................................23
9.2 Internal Audit.............................................................................................................................................25
9.3 Management Review.................................................................................................................................26
10 Improvement...................................................................................................................................................27
10.1 General.......................................................................................................................................................27
10.2 Non conformity and Corrective Action......................................................................................................28
10.3 Continual Improvement.............................................................................................................................28
1 Introduction
This Quality Manual reflects the intentions and commitment of Tarento Technologies Pvt. Ltd., in establishing and
implementing a Quality Management System as per the requirements of ISO 9001:2015 standard by covering
The scope of Quality Management System (QMS)
● Reference to the documented procedures established for QMS
● Description of the interaction between the processes of QMS
● Exclusions
The manual covers project delivery, support and management functions, which perform activities affecting quality
at Tarento and describes the overall Quality Management System of the organization at its operations in Tarento
India.
The purpose of the QMS is to demonstrate organization’s ability to consistently provide products and services that
meet both customer needs and the applicable regulatory requirements.
Commencing from section 4, this manual follows the outline of ISO 9001:2015 standard. References are provided
to actual procedures implementing the requirements of relevant clauses.
1.1 References
The following guidelines and standards have been used in developing this manual:
● ISO 9000:2015 Standard for terms and Definitions

● ISO 9001:2015 Standard for QMS requirements
● ISO/IEC 90003:2004 Software engineering -- Guidelines for the application of ISO 9001:2000 to computer
software
1.2 Definition, Acronyms and Abbreviations
QMS - Quality Management System

QA - Quality Assurance
HR - Human Resource
MR - Management Representative
PM –Project Manager
TM –Test Manager
NetOps –Networks and Operations
MOM –Minutes of Meeting
DU- Delivery Unit Head
CAPA –Corrective actions and Preventive actions
2 Company Overview
1.3 Business
Tarento Technologies Pvt Ltd was founded in 2009 as a subsidiary of Connecta, Sweden. Connecta (CNTA,
NASDAQ OMX) is a consulting company with more than 700 consultants that helps Nordic companies in
Management Consulting. The major purpose of Tarento is to create a business that would complement
Connecta’s business with a particular focus on application management. In 2010 Tarento established a subsidiary
in Bangalore, India, to further pursue opportunities for growth and gain access to qualified resources.
We offer high quality and cost-effective outsourcing, development, maintenance and testing services. Our people
strive to create value for our clients. Tarento’s Office are located in two countries Sweden, and India and
maintains its corporate offices at
Tarento AB
Mäster Samuelsgatan 32, 111 51 Stockholm, Sweden
Telephone: +46 8 635 80 00
Tarento India Delivery Center is situated currently at
UMIYA Emporium
Hosur Main Road, Kaveri Layout, Suddagunte Palya,
Bengaluru, Karnataka 560029
Telephone: +91 080 255 042 69
Our Vision
To set a new, higher standard, for Application Management through a Best shore delivery model
Our Mission
Creating successful clients through outstanding people
Our Values
● Personal Leadership
● Team Spirit
● Ambition
● Honesty and integrity
● Openness
Tarento India provides Software Services Offerings on

● Application Development
● Testing Services
3 Organization Structure
In order to meet the business requirements and quality management system requirements Tarento Technologies has a structure of the organization which is described in the
picture below:
Vijay Sunkeswari
Managing Director
https://in.linkedin.com
/in/spvijay
Management
Ankit Sahu Representative Nitin Surendra
Kumar TBH Sahana Sharma
Pateria Babu
Deepak BU Head (MR) Human
Enterprise BU Head- Finance &
CTO -Digital Resource
Consulting MS Ent. Admin
https://in.link https://www.linke https://in.linkedin.
din.com/in/jinesh- Head https://in.link https://in.link
edin.com/in/ com/in/shilpajain1
kdsingh sumedhan- edin.com/in/ edin.com/in/ 59/
8a1a3022/ nitinpateria surendrababu
Sanjeev
Mathew Jose Chandraseka Kangkan Ismail
Senthi Amit Bhattacharya
Pallan Sengupta ran Blacksmith
Kalimuthu Biztalk
Director SOA SAP Axapta
Technology Head - NetOps https://in.linke https://in.linke
https://in.lin https://se.linke
https://www.linke din.com/in/sanj din.com/in/kan
https://in.linkedin.c kedin.com/in gkan- din.com/in/is
om/in/mathew- din.com/in/senthil /amitkumars eev-
chandrasekaran bhattacharya- mail-b-
pallan-5823a46 avn/ engupta 50990a17 654a4942
-38716754
4 Context of the Organisation
4.1 Understanding the Organisation and its Context
Tarento India has determined all issues (both internal and external) that are relevant to it and also for effective
implementation of QMS. The following issues are determined.
Si.No Stakeholder Issues Internal/External

1 Client Not meeting deadlines External
2 Client Poor quality External
3 Employee No on time feedback Internal
4 Employee Work place Internal
5 Employee Training Internal
6 Employee Facilities Internal
7 Management Productivity Internal
8 Management Efficiency Internal
9 Management Quality Internal
10 Management Customer satisfaction Internal
While designing and implementing its QMS, Tarento India has considered the issues arising from project and
departments.
Processes are defined to ensure all the internal and external issues are addressed at appropriate stages of the
project. All issues may or may not be applicable for all the projects.
The issues are monitored as a part of MRMs or Status meetings.
4.2 Need and expectation of Interested Parties

Interested parties are identified and involved to ensure products and services provided by us are consistent and
meet customer requirements. The organisation has defined processes to ensure applicable legal and statutory
requirements are also considered at all relevant stages to meet customer requirements.
The future needs and expectations of interested parties will be reviewed and monitored as a part of MRMs or
Status meetings.
Following are the interested parties who are relevant to organisation:
Interested Internal / Needs and Expectations

Parties External
Management Internal Productivity, Profitability, Quality, Customer Satisfaction
Compliance to Regulations, Quality, On time Delivery & Standards,
Proactive approach, Creative Thinking
Compliance with Quality Objectives
Employees & Internal Job Satisfaction, Benefits, Challenging tasks, Job Security, Good work
their families environment, Performance based Reward and recognition, Training
Customers External On time Delivery, Ontime Resolution of Issue
Adhering to the contractual obligations
Compliance with Quality Objectives
Suppliers / External Clear agreements / PO / Terms & Conditions

Service Providers On time Payment
Government External Compliance to Regulations

Bodies & Legal
Neighbors External Free from noise & noise pollution
Certification External Compliance to statutory requirements and adherence to Standard,

Partners Process, Customer Requirements
Any other people who have interest in the organisations business shall also be considered and the issues
associated with them will be addressed as required by the project or organisation.
Customer requirements are either captured as a part of requirements / contract / MOU or any other means as
required by the project.
4.3 Determining the Scope and QMS

The scope of certification covers all projects which follows the development life-cycle including testing life-cycle
(stress, volume and automated) and network operations (server and network performance & monitoring,
environment building, application installation, backup and restore) covering the following technical areas:
● Java
● Dotnet
● SharePoint
● Oracle SOA
● Mobile applications including iOS, Android and windows
● Biztalk
● PHP
● Flex
● Ruby of Rails (RoR)
● Web Applications
Scope Statement: Design, Development, Testing of Software for Mobile Applications and Web Applications
Provision of Server and Network Support
4.4 Quality Management system and its processes
Tarento has developed a Quality Management System (QMS) in accordance with the requirements of ISO
9001:2015 to meet our Customer’s needs and Organisations Quality Objectives. The QMS comprises of Delivery
Quality Framework, Quality Manual, Quality System Processes, Procedures, Checklists, Templates and
Organization Standards for software development and Testing.
The organization has determined the processes, the sequence and interaction of these processes, methods and
tools required for implementation, measurement, monitoring and continuous improvement of the processes.
Organisation monitors, measures and analyses relevant processes and takes action to achieve planned results
and the continual improvement of our QMS. Any outsourced process or activity is controlled as per applicable
ISO 9001 requirements.
The QMS is comprised of the Core and Support Business Processes that take market opportunities and converts
them into value added outputs to satisfy our customers’ needs and expectations and these processes have been
categorized in groups as follows
● Organization and Process Management Processes
● Project Management Processes
● Project Engineering Processes
● Support Process
Organization and Process Management Processes ensure that the quality assurance framework exists, is being
used and updated. This group of processes does not offer any particular work flow, rather it provides us with a
set of tools to create, apply, measure and improve on our processes. Below are the Sub processes under this
● Management Review Process
● Internal Audit Process
● Review/Inspection Process
● Process Improvement process
● Measurement & Analysis Process
● CAPA Process
● Control of Document Process
● Control of Record Process
● Contract Process
● Staff Augmentation Process
● Onsite Offshore Process
● Business Development Process
● Resource Management Process
Project Management Processes provide an exhaustive set of activities to monitor and control the project
throughout its life cycle to ensure smooth completion of projects. Below are the Sub processes under this
● Project Planning process
● Project Tracking and Control process
● Configuration Management process
● Risk Management process
● Release Management process
● Project Reporting Process
● Change Management Process
● Requirements Management process
● Defect Management Process
● Project Closure Process
● Small business process
Project engineering processes ensures established methodology / practices are followed for effective
requirement analysis, design, coding, and testing and release management. Below are the Sub processes under
this
● Project Design process
● Development , Unit & Integration testing process
● Test Planning Process
● Test Case Design Process
● Test Execution Process
● Test Management and Reporting Process
● User Acceptance Process
● Production Deployment Process
Support processes are well defined to provide the skilled resources, training, Hardware/software resources,
infrastructure, customer support and other necessary support to our core activity of development. Below are
the Sub processes under this
● Administration & Operations Management Process
● Invoicing and Billing Process
● Reimbursement Process
● Back UP and Restore Process
● Infrastructure and Security Management Process
● Hosting Process
● Network Operations Incidents Tracking Process
● Software and Hardware Purchase Process
● Induction Process
● Recruitment Process
● Subcontract Process
● Organization Goals-Objectives Setting & Career Development Process
● Employee Performance review Process
● Employee Separation Process
● Training & Development process
● Travel Process
● Performance Improvement Process
● Vendor Processes
The Pictorial representation of the various processes followed at Tarento is provided below:
Top Management
Customer
Business Dev Requirements
Standards/Guidelines
Project Management Project Engineering
Support Process
Organisation and Process Management

Processes that are necessary to ensure, delivered projects confirm to customer requirements are defined as a
part of the QMS. These processes are implemented, maintained and continuously improved to ensure they are
effective as well as compliant with ISO 9001 standard requirements.
a) Entry criteria, Procedure, Exit criteria etc. are defined in respective procedures to ensure the operation
and control of these processes are effective. Resource requirements are determined to define and
implement the processes.
b) An MR is appointed to define and drive the process implementation.
c) Process monitoring, measurement and analysis is performed as a part of management review and
internal audits.
d) Management team is responsible to implement actions, which are necessary to achieve planned results
and for continual improvement of QMS. These are also discussed during MRM if required, and necessary
corrective measures are taken.
e) Relevant documented information will be maintained to evident operation of the processes and their
implementation.
5 Leadership
5.1 Leadership and Commitment
5.1.1 General
The top management is committed towards the development, implementation and continual improvement
of the QMS. The management takes accountability for effectiveness of the QMS. Quality Policy and Quality
objectives are established and they are reviewed with functional heads and relevant stakeholders during the
MRMs. The business processes are defined to ensure the quality management system requirements are
incorporated into the relevant processes.
The need and importance for satisfying customer, statutory and regulatory requirements are communicated
to the organization through reviews and training programs. The Management is committed to provide
adequate resources and support to ensure effective implementation of QMS and also to realize the intended
results.
Employees and relevant interested parties are encourages to provide feedback and suggestions to improve
the quality management system. Quality Policy is communicated and displayed at relevant places to ensure
all interested parties understand the management’s vision. Proper action is taken as and when required to
ensure the QMS is continuously nurtured and improved.
A risk management procedure is introduced to promote risk-based thinking. Ref: Risk Management Process.
The senior management appointed Management Representative shall ensure:

● Establishing the QMS as per ISO 9001 standard requirements
● Reporting to Senior management on performance of QMS and any need for improvement
Defining the Quality Objectives in consultation with Management and relevant stakeholders
● Training all the employees on the QMS
● Implementing, Maintaining and continuously improving the QMS and maintaining appropriate
records to ensure the QMS achieves the intended results
● Conducting and coordinating Internal Audits
● Conducting and coordination MRMs
● Coordinating with the certifying body regarding audits
● Conducting and coordinating Customer Audits
Management along with Training in charge has identified various roles (designations) and their
responsibilities in the organization.
The following are the MR’s Roles and Responsibilities:
● Establishing the QMS as per ISO 9001 standard requirements

● Defining the Quality Objectives in consultation with Management and relevant stakeholders
● Ensuring training of all the employees on the QMS
● Implementing, maintaining and continuously improving the QMS and maintaining appropriate
records
● Conducting and coordinating Internal Audits
● Conducting and coordinating MRMs
● Coordinating with the certifying body regarding Audits
● Conducting and coordinating Customer Audits
MR Competency Requirements:
● Graduate and above in any Discipline
● At least 5 years of experience in similar industry
● Good Knowledge of ISO 9001 Standard Requirements
5.1.2 Customer Focus

Accomplishing customer requirement is emphasized at all levels of the organization. Adherence to statutory
requirements and the need for continuous monitoring is emphasized. To ensure management commitment
towards Customer satisfaction, risks and opportunities that affect the products / services are determined and
managed. Feedback from customer including complaints and relevant suggestions are communicated to
relevant stakeholders through appropriate channels. These are further reviewed and discussed during
MRMs for required Corrections and Corrective actions.
Applicable Process/Procedure:
● Requirement Management Process
● Project Tracking and control Process
Supported process/procedure:
● Management Review Process
● Project Closure Process
5.2 Policy
5.2.1 Establishing Quality Policy
Management has established, documented and implemented the Quality Policy for the organization.
Management has ensured that this policy is appropriate to the purpose of the organization and supports its
strategic direction and reviewed periodically for continuing suitability.
The Quality Policy of the organization is:
“We at Tarento are committed to meet the business needs of our customers by being innovative, proactive
and transparent in all our interactions. We strive towards continual improvement by encouraging open
culture, personal ownership and passion towards quality, by adhering applicable statutory, regulatory
requirements”
5.2.2 Communicating the Quality Policy

The policy is communicated through training, display board, awareness programs to ensure it is understood
and available.
The policy is also displayed at all locations to ensure its effective communication to relevant interested
parties.
Gsuit is used by all employees for internal communication and project team shall determine and document
the communication methods as required by the project.
Process Changes and release will be communicated by MR through E-mail as and when they are released.
5.3 Organisational Roles, Responsibilities and Authorities
Management along with Training in charge has identified various roles (designations), their responsibilities and
authorities in the organization. MR roles and responsibilities are explained in above section.
The roles, responsibilities and authorities are detailed in the Job Description Document, under HR Process.
6 Planning
6.1 Actions to address risks and opportunities
Potential risks and relevant opportunities are identified and treated to reduce their impact on projects / functions. Also,
possible opportunities and actions to address the impact of the risks are perceived. In order to adequately analyze and
address the risks and opportunities at an organizational level, it is required and mandated that each project has
to suitably identify the risks and opportunities at the project level and ensure that the required data captured is
published to the management for effective and timely addressal of the organization level risks and opportunities
● Risk Management Process
● Project Planning process
● Sub-contracting Process
Support Process/Procedure:
● Project tracking and control process
● Project Closure process
Tarento ensures that the action taken to address the risks or opportunities and evaluate the effectiveness of the
actions.
6.2 Quality objectives and planning to achieve them

Tarento Technologies has established, documented, communicated and implemented Quality Objectives for the
improvement of quality system processes and performance in the organization. These objectives are monitored
and measured within the framework of management reviews of the quality system.
Quality objectives supports to measure and monitor the implementation of Quality Policy at organization level
by relevant interested parties.
These objectives are defined with the past knowledge and experience and will be reviewed and refined as a part
of MRMs.
The Quality Objectives are consistent with the quality policy including the commitment to continual
improvement.
When planning the Quality Objectives and how to achieve them, the organization shall also determine the
following:
 Who will be responsible to measure and monitor
 How they will be measured
 At what frequency the results are measured and communicated
 The targets and the time intervals to complete them
 Resources required to implement and achieve them
The above details are documented as part of the Quality Objectives.
 Measurement and Analysis Process
 Management Review Process
 Project tracking and control process
 CAPA Process
Applicable Documents/Records:
 Ref: Quality Objectives document
6.3 Planning for changes in QMS

The definition and establishment of the QMS activities are planned by the management. Qualified and
experienced people are identified to understand the organization’s business and define the QMS that confirms
to ISO 9001 standards and adequately covers the organization’s core processes. A team comprising MR and
employees from other departments is also identified to review and to ensure that the QMS is suitable and kept
abreast with the needs of the business.
Tarento also determines to review the quality management system in planned frequency and identify the
changes and consider:
 The purpose of the changes and their potential consequences will be analysed before incorporating the
change.
 Integrity of the quality management system will be maintained through reviews by relevant people
 Resources will be made available to implement the changes.
 Responsibilities and authorities will be allocated or reallocated where required.
As and when changes to the QMS are identified, they are documented, reviewed, incorporated and monitored
for their effectiveness and required actions.
 Control of Documents Process
 Process Improvement Process
 Management review Process
7 Support
7.1 Resources
7.1.1 General
The organisation has determined the following resources and provided them to ensure the operations are
carried out efficiently
● Computers, Technology for operations
● Phones, internet facility for communication
● Proper environment for Software Service and operations
● Tools / equipment for Software Operations
7.1.2 People
People required to perform various operations are selected and recruited for effective implementation of
QMS. Procedures are defined to identify competencies required to perform various roles and also allocating
people to perform the activities.
 Induction Process
 Employee Performance Review
 Recruitment Process
 Separation Process
 Project Planning Process
 Resource Management Process
7.1.3 Infrastructure
The infrastructure needed to ensure the conformity of product requirement is determined, provided and
maintained. These include:
● Building with adequate infrastructure for operations
● Office & computers for Administration and Accounts
● IT including Internet, Laptops etc.
● CCTV System, Telephone, internet, Cafeteria
● UPS and Gen Set for power Back-up
IT takes regular back up organisation and project data and restores to ensure the backup is complete and
intact
 Backup _ Restore Process
 Travel process
7.1.4 Environment for the operation of Processes
The environment needed for operation has been provided to ensure the conformity of product requirement
is determined and maintained. These include enough work space and associated facilities/utilities etc.
Project environment required for development, testing and deployment are determined and actions are
implemented.
The environment required to maintain the equipment, servers, UPS are also determined and maintained.
The equipment are regularly serviced / maintained as a part of preventive maintenance.
 Test Planning Process
 Release Managements Process
 Hosting Process
 Configuration Management Process
 Backup _ Restore Process
7.1.5 Monitoring and measuring resources

7.1.5.1 General
The organisation has determined and provide suitable resources required to support measuring and
monitoring the projects and departments resources and performance. Projects use the tools provided by
Clients or tools provided by the Organisation for measuring the resource requirements and project
performance.
Resources including- man power, Hardware and Software, are determined and provided for projects as well
as for supporting functions to verify the products and services. The organisation has ensured the resources
provided are suitable by means of proper verification and maintenance. The relevant documents are
maintained by the projects and departments. Where required, third party services are used to maintain
equipment and required controls are established on the outsourced activities.
The measuring and monitoring devices used for software development and testing are:
 The Tools used for testing
 Data used for testing
 Computer hardware
The tools are evaluated and used where applicable.
Applicable process/Procedures:
 Test Planning Process
 Test Automation Process
Supporting Process and Procedures:

 Project planning Process
 Software & Hardware purchase Process
7.1.5.2 Measurement traceability

Measurements that are required for controlling the project are determined, measured and monitored.
Project estimation is done in terms of User Stories, Person days, Person months depending on the project.
SLAs or metrics that needs to be measured and monitored based on the project requirement or organization
requirements will be determined by respective projects s/ departments.
Microsoft tools or project management tools are used for measuring and monitoring. The measurements
used will be traceable to international standards.
 User Acceptance Process
 Design Process
 Test case Design Process
 Development, unit & Integration Testing Process
7.1.6 Organizational knowledge

The Organizational knowledge is determined and documented in the Organizational Confluence Repository.
Employees will refer to this document to understand the knowledge, best practices acquired in the past, for
learning & application in future.
 Training _ Development process
 Project Closure Process
Applicable Documents/Records:
 Ref: Knowledge Management document
7.2 Competence
The necessary competencies required for effective implementation of QMS are determined and documented in
the Job Descriptions. Competent peoples are shortlisted and recruited based on the project and organization
requirements.
Employees competence is also ensured through the following:
● Class room training, where a qualified person imparts knowledge to one or more number of people
● On-job training, where an experienced person of the organization, continuously trains and monitors the
employee’s performance. The training continues till the employee acquires adequate knowledge to
independently perform his / her roles and responsibilities.
 Employee Performance Review
 Recruitment Process
 Separation Process
 Resource Management Process
7.3 Awareness
Awareness of Quality policy, objectives, their role in achieving the objectives and the implication of non-
conformance to QMS requirement are imparted through training, meetings, appraisals, counselling sessions and
any other means as required to create the awareness.
 Performance Improvement process
7.4 Communication
“Tarento India” has established mechanisms for internal communication between all internal stakeholders as
well as external parties. Gsuit is mainly used for both Internal and external communication.
Client provided platforms are also used for communication as per the project requirements.
The Quality policy and other information for quick reference are communicated by means of displays.
Meetings are also conducted for communication few important information.
7.5 Documented information
7.5.1 General
The QMS documentation includes:
● Documented statements of quality policy and quality objectives;
● The Quality Manual
● Documented procedures where required by ISO 9001 and business needs
● Documents needed for effective planning, operation and control of processes and
● Records where required by ISO 9001 and business needs.
 Control of Records process
7.5.2 Creating and updating

All documents are given a unique Name for identifying them with an appropriately.
All document that make a part of the QMS are determined and documented.
All documents are versioned as Major version: Minor version. For example, the initial version of document
will have the version number as 01:00. For any major changes, the Major version is incremented and for
minor changes the minor version is incremented. Documents are maintained either as hard copy / soft copy
depending on the requirements.
Whenever the document is changed and a new version is released all hard copies of the corresponding
documents are withdrawn. Obsolete copied are maintained / scrapped by MR.
7.5.3 Control of documented Information

Documents are established to provide evidence of conformity to requirements and also to evident effective
operation of the QMS. All documents are maintained as hard / soft copies and are stored at department
level.
All soft copies are maintained in the server. Access permission is restricted to soft copies and only MR and
management will have ‘read and write’ access. All others will only have ‘read only’ access. In case of changes
the old versions are overwritten by the new versions.
All documents are reviewed for their adequacy and approved by competent people.
All document changes will be brought for discussion during MRMs for any suggestions / recommendations
from Management and other members.
All external documents are properly identified and are distributed only to relevant people. MR maintains the
list of these documents along with relevant details like location, department, responsible person etc.
All documents are properly identified and stored, at places where they can be easily retrievable.
Access to records is restricted to ensure that the records are available to intended users only.
Documents are retained for a specific period of time depending on their need and also as per the legal
requirements. The retention period is mentioned in respective procedures. On completion of the retention
period, the records are scrapped and disposed.
8 Operations
8.1 Operational planning and Control
Tarento plans and develops the processes needed for realization of its products and services to clients. Planning
of services realization is consistent with the requirements of the other processes of the management system. Such
planning considers the information related to the context of the organization, current resources and capabilities,
as well as client requirements.
The projects are planned based on the project requirements, applicable legal requirements, estimation of
resource requirements and other project requirements.
Projects are monitored regularly through review meeting, status reporting, metrics analysis and also considering
the other means as agreed with the Customer. Tools are used for better project monitoring and reporting.
Project risks are determined and treated.
Such planning is accomplished through:

 determining the requirements for the client
 establishing criteria for the processes and the acceptance of deliverable to client
 determining the resources needed to achieve conformity to the client requirements;
 implementing control of the processes in accordance with the criteria;
determining, maintaining and retaining documented information to the extent necessary to have confidence that
the processes have been carried out as planned and to demonstrate the conformity of Products or Services
against their requirements.
 Project Tracking and Control Process
 Risk Management Process
 Change Management Process
8.2 Requirements of products and services

8.2.1 Customer Communication
Sales and marketing activities are not in the scope of the Bangalore Location. At organizational level the
Management / sales team interact with the customer regarding the business in general, the product / service
requirement and amendments to orders.
At project level the team / PM regularly communicate with Client through appropriate communication
methods as required by Project. Normally Gsuit is used for communications.
Deliverables are communicated well in advance and communicated as per the relevant processes.
Customer issues, queries are documents and resolved as a part of review meeting, Relevant internal
authorities are also involved and communicated where required.
The escalation mechanisms, communicating project risks and contingency actions are also determined and
implemented.
Customer feedback is obtained at the end of the project or during the project as required by the project. The
feedback is analyzed for required corrections and corrective actions.
 Business Development Process
 Contract Process
8.2.2 Determining the requirements for products and services
The requirements are determined and documented. The requirements are analyzed for both stated and
implied requirement and communicated with relevant authorities if required. The applicable legal
requirements are also considered for feasibility.
 Requirement Management Process
8.2.3 Review of the requirements for products and services
The requirements are reviewed by the team and respond to users in case of any clarifications. Where
required the issues are also discussed with sales and relevant interested parties for more clarity.
 Review Inspection Process
 Defect Management Process
8.2.4 Changes to requirements for products and services
The requirements changes are captured in the tools as required by the project. The changes are discussed
with the users and if required with other interested parties and implemented as per the decisions.
8.3 Design and Development of Products and Services
8.3.1 General
Design development process is established to ensure the designs are developed, reviewed and also traceable
to the product requirements.
8.3.2 Design and Development Planning
Tarento Technologies has a process in place to plan and control the design and development activities.
Planning minimizes the occurrence of problems. In the planning phase following are defined:
● Different stages of the project life cycle
● Review, verification and validation activities that are appropriate to design and Development phase
● Responsibilities and authorities thorough out the project life cycle
Design and Development Planning activities will be captured in the Project Plan.
Applicable Process/Procedures:
 Project planning process
 Test planning Process
Support Process/Procedures:
 Project Design Process
 Development , Unit & Integration testing process
8.3.3 Design and Development Inputs

The project’s design and development is based on the following:
● Functional Requirements and Non-functional requirements (Ex; Performance )
● Statutory and Regulatory requirements
● Implied requirements (requirements not stated by the customer but necessary for the product)
● Organization Requirements (like Security requirement/Information etc.)
● System design constraints
● Customer supplied User Interface Designs if any
 Project Planning process
8.3.4 Design and Development Controls

Tarento Technologies performs planned and systematic reviews at suitable stages of the design and
development phase to:
● Evaluate if the output of the design and development phase meets initial requirements
● Identify any issues and propose any necessary actions to complete the feedback loop
The findings or review comments are recorded, maintained, addressed and resolved as appropriate.
Tarento’s process of design and development validation is done as per the Verification and Validation
process. This process aims to provide confidence of the product to meet its operational requirements. The
capability of the end product to meet the intended user’s initial requirements is validated.
Validation is performed by testing on the complete software product. Test Planning is followed as a part of
the project planning. The planning addresses test types, objective, scope of testing, test data, test cases and
test results. The testing phase also goes through the verification process (reviews). Tools are used as
appropriate. Testing procedures are followed for analysis of the results and issues.
 Design Process
 Development unit & Integration Testing Process
8.3.5 Design and Development Outputs

The output of designing and development should be complete, accurate, and consistent with requirements.
The output can be expressed in the form of text or prototypes or diagrams that include all the details.
The acceptance criteria should be defined for verification of output. Any tool that is used is should be
evaluated before using.
 Project Reporting Process
 Configuration Management process
8.3.6 Design and Development Changes

The design and development changes are controlled by the configuration management process. For any
changes that are made, the consistency with other factors like requirements, code, test specifications, user
manual and other relevant documents are maintained.
 Project Tracking & Control Process
 Requirements management Process
8.4 Control of externally provided processes, products & services – Purchasing
8.4.1 8.4.1 General
Tarento ensures that purchased processes, products and services conform to specified purchase
requirements. Tarento Technologies has defined a process to ensure that the purchased product confirms to
our purchase requirements. Tarento evaluates and selects suppliers based on their ability to supply products
and services in accordance with the organization's requirements. Criteria for selection, evaluation and re-
evaluation of the supplier and purchase product control are established in the process. The records relating
to the evaluation of the products are maintained.
The products to be purchased can include:
● COTS software or shareware
● Customized software and services
● Tool to help in the development of software
● Computer and communication hardware
● Training courses and materials
● Test Tools
● Any Support function tools defined in the Project Plan
For the open source tools only selection is applicable.
Received products or services are then verified against requirements to ensure satisfaction of requirements.
Suppliers who do not confirm to agreed products or services will be requested to correct and take required
corrective action.
 Software & Hardware Purchase Process
 Subcontracting Process
 Vendor Process

 Administration &Operations Process
8.4.2 Type and extent of control
Controls are established on the externally procured products and services. The type and extent of control
applied to the supplier and the purchased products or services are dependent on the effect on subsequent
realization or the final product.
Any purchased product by the organization needs to be verified if the purchase requirement has been met.
The methods of verifying and validating are determined in the purchase process.
 Vendor Process

8.4.3 Information for external providers
Information is provided to external provided in the form of PO or mails. Agreements are also signed for
relevant outsourced services. Purchases are made via the release of formal purchase orders and/or
contracts which clearly describe what is being purchased.
Purchase Information in the purchase process gives the information required for the product purchase
before we communicate the order details with the supplier. The information includes:
● Requirements for approval of product, process or procedure and equipment
● Target and development environment
● Any training needs identified for the use of the product
The information required while purchasing is applicable for the subcontracts is also established.
 Vendor Process

8.5 Production and Service Provision

8.5.1 Control of production and service provision
Tarento Technologies has defined a Release Management Process which describes the process and controls
related
● Release activities
● Project Deployment activities
● Post Deployment activities – support and maintenance of the product
Depending upon the contract with the customer, the post deployment activities and support is provided.
Any third party tools or the open source tools that are used across project for testing, development or any
other purpose of project delivery would fall in this category where the validation of the process cannot be
guaranteed. We will not be able to give the 100% guarantee on its functioning and results. Most cases it is
expected to work without any hindrance to the end product. We will consider this in the Project Planning
phase of a project. We will further inform the customer during the project delivery.
 Release Management Process
 Production Deployment Process

 Release management Process
 Testing process
 Development Process
8.5.2 Identification and traceability

The identification and Traceability of the products during the product realization is addressed in the
configuration management process. The configuration management process gives the complete visibility of
the product’s present configuration and status. The configurable items are identified, maintained, monitored
and controlled as per this process.
The requirements Traceability is ensured by updating and verifying the Traceability matrix throughout the
project life cycle through project management tool.

 Design Process
 Development, unit & Integration Testing Process
8.5.3 Property belonging to customers or external providers

For the product realization the organization may need to acquire and include product and data supplied by
customer or a third party. The supplied products or data may includes
● hardware,
● software tools/packages
● specifications
● test and operational data
● environments
● Intellectual Property
The organisation is responsible for maintaining this property till they are returned as per the contract
agreement.
To manage the supplied property, the process in place identifies, inspects, records and stores the
product/material received from the customer. Any lost or damaged customer property is reported to the
customer.

8.5.4 Preservation
The preservation process ensures in proper handling, storage, packaging, preservation and delivery. The
organisation is has a configuration management tool “SVN” for preservation of the products delivered.
Release Management Process the details
● The Software /packages/Documents deliverables to be maintained in SVN
● Backup/ archival of the products checked in
 Backup & Restore Process

 SVN Procedures
8.5.5 Post delivery Activities

Tarento conducts the following activities which are considered “post-delivery activities”
● CSAT survey to engage with customers to determine if deliverables are up-to their satisfaction
● Exit Review
● Monitoring deliverable based on service agreement
Post-delivery activities are conducted in compliance with the management system defined herein. In
determining the extent of post-delivery activities that are required considers:
a) statutory and regulatory requirements;
b) the potential undesired consequences associated with its of [Products or Services Plur.];
c) the nature, use and intended lifetime of its of [Products or Services Plur.];
d) customer requirements;
e) customer feedback.
8.5.6 Control of Changes

Tarento views and controls both planned and unplanned changes to processes to the extent necessary to
ensure continuing conformity with all requirements.
Process change management is defined in the Process improvement process.
Documents are changed in accordance with procedure.

 SVN Procedures
8.6 Release of Products

Acceptance criteria for deliverables are defined in appropriate subordinate documentation. Reviews,
inspections and tests are conducted at appropriate stages to verify that the requirements have been met. This is
done before product/services are released or services are delivered.
Each process utilizes different methods for measuring and releasing deliverables according to their need.
 SVN Procedures
8.7 Control of non-conforming outputs
Software products identified with defects during the various stages of software development are treated as non-
conforming products. Tarento Technologies has established and maintains documented processes to ensure that
product that does not conform to product requirements are identified and controlled to prevent its unintended
use or delivery.
The processes define the controls related responsibilities and authorities for dealing with nonconforming
product. Root causes of nonconformities, subsequent actions taken, and any concessions obtained, are
documented and maintained. Once nonconforming product is corrected it is re-verified prior to use to
demonstrate conformity to the original requirements. When nonconforming product is detected after delivery
or use has started, the organization takes action appropriate to the effects, or potential effects, of the
nonconformity.
 Control of Non Conformities Process

 Project Tracking and control Process
 Test Execution Process
 Development, Unit & Integration Testing Process
9 Performance Evaluation
9.1 Monitoring, measurement, analysis and evaluation
9.1.1 General
Tarento Technologies has determined which aspects of quality management must be monitored and
measured. Tarento also determined the methods for monitoring, measurement, analysis and evaluation
needed to ensure valid results. and implemented these methods to establish processes to identify non-
Conformity situation and subsequently corrective & preventive actions to be taken. The process aims to:
● Demonstrate conformity of products and services
● Ensure performance and effectiveness of quality management system
● Continually improve the effectiveness of the quality management system
The data relating the products developed is collected, analyzed, and evaluated to measure the process
implemented and the product quality.
The different processes that have been followed are monitored and measured in order to ensure their
continuing ability to achieve the planned results. If the planned results are not met, the process areas
requiring improvement are identified and necessary actions are planned for improvement.
Processes are monitored by respective process owners and the results are discussed as a part of MRMs. The
management reviews the performance of these processes as a part of MRMs. In case of deviations,
Corrections and Corrective actions are identified and implemented. Customer satisfaction is used as one
measure of system output and internal audits are used as a tool for evaluating ongoing system compliance.
Tarento Technologies monitors and measures the characteristics of product to verify that product
requirements have been met as a part of the verification and validation process and control and monitoring
process.
The measurement and monitoring of the product is carried out at appropriate stages of the product
realization process as planned. The products qualities measured are its functionality, maintainability,
efficiency, portability, usability and reliability.
Records are documented and maintained to provide evidence of product acceptance and release. Evidence
of conformity with the acceptance criteria is maintained. Records indicating the department representative
authorizing the release of product are maintained.
 Internal Audit Process
 CAPA process
 Management review process

 Project tracking and control Process
9.1.2 Customer Satisfaction
Voice of the Customer is periodically obtained through mail or phone, during the course of the project.
To measure our performance, the success in meeting customer’s requirements and in achieving a high level
of customer satisfaction, the Company’s products and services are evaluated on a quarterly basis or at the
end of project. Tarento has developed and implemented plans for customer satisfaction improvement that
address deficiencies identified by these evaluations, and assess the effectiveness of the results. The customer
satisfaction results are summarized for discussion at management reviews.
An efficient method of handling customer inquiries is established to provide a rapid response to Tarento’s
customers who have an urgent need for assistance or a complaint, which would adversely affect customer
satisfaction. Customer issues are reported by e mail or phone call to the Project Manager or Key Account
Manager.
9.1.3 Analysis and Evaluation

The data collected during various activities (Software Service Audits, Customer feedback etc. in the
organization are analyzed within respective Functions. The results are evaluated to know the conformity of
products and services, Customer’s intent on company’s performance, effectiveness of QMS, effectiveness of
risks and opportunities, performance of external providers, improvement opportunities for QMS.
According to the quality process, the data collected are:

● Metrics (size, effort, schedule, defect and customer satisfaction)
● Conformity to product requirements (Results of testing and Review Inspection Process)
● Suppliers and characteristics and trend of process and product including opportunities for preventive
action.
Recommendations to process improvement as planned in the review meeting are carried out subsequently
and the revised processes are communicated to the concerned after analysis of the data is performed.
The results are discussed with Management and other relevant stakeholders as a part of MRM for required
corrective measures.
 Measurement & Analysis Process
 CAPA Process

 Project tracking and control Process
 Project Reporting process
9.2 Internal Audit

Internal audits are carried out at planned intervals to verify the conformity of QMS with
● Legal requirements
● Requirements of ISO 9001:2015 standard
● Organisations internal requirements and
● Customer requirements
Internal Quality System audits are conducted monthly to ensure that Tarento’s quality management system
complies with specified requirements and is implemented effectively.
As per the quality process, the internal audits are conducted to assess compliance with processes and related
procedures, approach and deployment, identify any non-conformance opportunities for improvements.
Preventive and corrective action where required are taken for the identified non-conformance.
The audits are conducted under the guidance of the certified auditors by the internal team. The internal audit
process is reviewed as required to ensure that it is effective and that all contractual and regulatory
requirements are met. The results of the internal quality audits are summarized for discussion at management
reviews.

9.3 Management Review
9.3.1 General
Tarento’s quality management system will be reviewed every quarter by top management to assess its
relevance, effectiveness, adequacy, its continuous suitability and alignment with the strategic direction of
the organization.
This will also top management to assess QMS’ alignment towards the strategic direction of Tarento. Other
participants for this meeting would be all process owners, BU heads and process owners.
Below are the responsibilities and authorities for the participants:
➢ Managing Director
✓ Chair the Management Review Meeting.
✓ Ensure that all actions requiring follow-up are carried out.
➢ Management Representative
✓ Prepare the MR meeting agenda.
✓ Notifies the members of the meetings
✓ Records and Circulates minutes
✓ Follow ups to ensure assigned tasks are carried out.
➢ BU Heads/Process Owners
✓ Attend and participate in MR meetings.
✓ Carry-out and follow-up tasks as assigned.
9.3.2 Management Review Inputs
Tarento’s quality management system use below as input for Management review meeting.
● Top Management Overview
● Status of actions from previous management reviews
● Changes in external and internal issues relevant to QMS
● Information on quality performance and effectiveness of the QMS, including trends in:
o Customer satisfaction and feedback from interested parties
o Extent to which quality objectives have been met
o Process performance and conformity
o Non-conformities and corrective actions
o Monitoring and measurement results
o Audit results
In addition, management review inputs shall include the adequacy of resources, the effectiveness of actions
taken to address risks and opportunities and opportunities for improvement.
9.3.3 Management Review Outputs

The outputs of the management review shall include decisions and actions related to:
● Opportunities for improvement
● Any need for changes to the quality management system
● Resource needs.
Tarento Technologies shall retain documented information as evidence of the results of management
reviews.
 Management review process

 All Processes
10 Improvement
10.1 General
All improvement opportunities / suggestions received during process trainings, audits, MRMs etc. are
documented and incorporated in the process. The improvements may be for improving the product, service,
deliveries or any aspect of QMS.
Whenever such improvements are reported they are analyzed and proper actions are taken to improve the
performance and effectiveness of QMS.
Tarento Technologies uses the management system to improve its processes, products and services. Such
improvements aim to address the needs and expectations of customers as well as other interested parties, to
the extent possible.
Improvement shall be driven by an analysis of data related to:

The results of analysis shall be used to evaluate:
● conformity of products and services;
● the degree of customer satisfaction;
● the performance and effectiveness of the management system;
● the effectiveness of planning;
● the effectiveness of actions taken to address risks and opportunities;
● the performance of external providers;
● other improvements to the management system
10.2 Non conformity and Corrective Action
When NCs are identified, they are corrected and resolved. If there is a need for corrective actions the root cause
is determined and the corrective actions are determined and implemented to eliminate the cause and the
details are documented.
Software products identified with defects during the various stages of software development are treated as non-
conforming products. Tarento Technologies has established and maintains documented processes to ensure that
product that does not conform to product requirements are identified and controlled to prevent its unintended
use or delivery. Tarento technologies takes corrective action to eliminate the cause of nonconformity in order to
prevent recurrence. Likewise, the company takes preventive action to eliminate the causes of potential
nonconformities in order to prevent their occurrence.
The processes define the controls related responsibilities and authorities for dealing with nonconforming
product. Root causes of nonconformities, subsequent actions taken, and any concessions obtained, are
documented and maintained. Once nonconforming product is corrected it is re-verified prior to use to
demonstrate conformity to the original requirements. When nonconforming product is detected after delivery
or use has started, the organization takes action appropriate to the effects, or potential effects, of the
nonconformity.
 Control of Non Conformities Process
 CAPA Process

 Project Tracking and control Process
 Test Execution Process
 Development, Unit & Integration Testing Process
The actions are reviewed for the effectiveness and if required proper actions will be implemented.
Risks relating to the NC are also determined and the risks are documented and monitored if required.
Any changes that may be required to the processes are also determined and implemented.
10.3 Continual Improvement

All improvement opportunities / suggestions received during process trainings, audits, MRMs etc. are
documented and incorporated in the process as explained in the Document Control section.
Tarento works to continually improve the suitability, adequacy and effectiveness of the quality management
system through the use of Quality Policy, Quality Objectives, Quality Reports, Audit Results, Corrective and
Preventive Actions, and process effectiveness reviews, done as part of Management Review This includes
seeking opportunities for improvement.
Quality Management System is operated in a way to provide continual improvement through:

● the statement of the quality policy
● quality objectives defined by management as specific milestones to be achieved
● internal audit results to determine where opportunities lie for improvement
● data analysis used to reveal areas that may be subject to potential non-conformances
● corrective and preventive actions to report and correct current or potential
● Non-conformance
● management reviews

 Internal audit proces
 CAPA Process
 Project Reporting process

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Revision Revision Summary of Changes Changes

Review and Approvals

Name Title Role

● ISO 9000:2015 Standard for terms and Definitions

1.2 Definition, Acronyms and Abbreviations

QMS - Quality Management System

Tarento India Delivery Center is situated currently at

Tarento India provides Software Services Offerings on

Si.No Stakeholder Issues Internal/External

The issues are monitored as a part of MRMs or Status meetings.

4.2 Need and expectation of Interested Parties

Following are the interested parties who are relevant to organisation:

Interested Internal / Needs and Expectations

Compliance to Regulations, Quality, On time Delivery & Standards,

Proactive approach, Creative Thinking

Compliance with Quality Objectives

Adhering to the contractual obligations

Compliance with Quality Objectives

Suppliers / External Clear agreements / PO / Terms & Conditions

Government External Compliance to Regulations

Neighbors External Free from noise & noise pollution

Certification External Compliance to statutory requirements and adherence to Standard,

4.3 Determining the Scope and QMS

Business Dev Requirements

Project Management Project Engineering

Organisation and Process Management

The senior management appointed Management Representative shall ensure:

The following are the MR’s Roles and Responsibilities:

● Establishing the QMS as per ISO 9001 standard requirements

5.1.2 Customer Focus

5.2.1 Establishing Quality Policy

5.2.2 Communicating the Quality Policy

5.3 Organisational Roles, Responsibilities and Authorities

6.2 Quality objectives and planning to achieve them

The above details are documented as part of the Quality Objectives.

6.3 Planning for changes in QMS

7.1.5 Monitoring and measuring resources

Supporting Process and Procedures:

7.1.5.2 Measurement traceability

7.1.6 Organizational knowledge

Meetings are also conducted for communication few important information.

7.5 Documented information

7.5.2 Creating and updating

7.5.3 Control of documented Information

Project risks are determined and treated.

Such planning is accomplished through:

8.2 Requirements of products and services

8.2.2 Determining the requirements for products and services

8.2.3 Review of the requirements for products and services

8.2.4 Changes to requirements for products and services

8.3 Design and Development of Products and Services

8.3.3 Design and Development Inputs

8.3.4 Design and Development Controls

8.3.5 Design and Development Outputs

8.3.6 Design and Development Changes

Supporting Process and Procedures:

8.4.2 Type and extent of control

Supporting Process and Procedures:

Supporting Process and Procedures:

8.5 Production and Service Provision

Supporting Process and Procedures: