ISO 9001 Quality Management System – Oman - 2.0
About Sultanate of Oman
Oman is an Arabian country, a member of Gulf Cooperation Council (GCC). Arabic is the official language widely used in Oman, The country considers English as second major language. The country has developed Ibadism where Sunni and Shia Muslims live peacefully, Hospitality is in blood of Omani nationals, they often invite guests to their homes and offer Mandi, Biryani, dates, juice and lot more things. All Muslims in Oman observe fasting during the holy month of Ramadhan, they will break their fast in the sunset, Ramadhan month is very precious to all Muslims around the world, at the end of the month there is ‘Eid celebrated and on this day all Omanis dress up in their traditional attire and offer prayers early morning, visit graveyards and greet each other, elders will give small amount of money to their relatives kids, Sultan Qaboos Bin Said is the chief of the country and there is a cabinet of Diwans (ministers) who assist him. Also there is council of Shoura who are elected by general public like parliament and they address issues of the country.
ISO 9001 Quality Management System and its processes:
Department SOP/Flow chart Available with version control
Service request management Service requests are recorded in Remedy system, and updates are triggered to customer
Call log review Daily, weekly, monthly review on calls logged is practiced and same is evidenced.
Service completion and feedback reports Branch support forms are maintained
Tracking of Asset Service tags, Labeling done for the equipment which comes for service.
Inventory Records Necessary records for make, model, purchase date, warranty are maintained.
Internal Audits for department review Audits conducted regularly and customer audits are also performed frequently, records available.
Fire Extinguishers Fire Extinguishers are not available in the premises Pest control Pest control is not followed, building interior is under maintenance and chances are more for rodents to enter. Advised to follow.
Data room in which switches are installed has to be well maintained, water bottles and unused stuff observed.
Hardware device maintenance Hardware devices maintenance logs/records are maintained manually, advised to have a tool which reduces the productive time of engineers
Verbal Communication Confidentiality The cabins of conference and service delivery manager’s room are open on top, the confidential discussion are audible outside, advised to take necessary measure.
Office layout Segregation in workstations of teams is advised according to their nature of work
Facilities Management – Mr. Mustaqeem Description Remarks / Observations
Department SOP/Flowchart Not Available Display emergency floor layouts at critical points, mark signage for entry-exit, fire exits, lifts, important rooms, safety equipment, and location of ERT. Not Maintained Electrical, Plumbing, AC Duct, Cabling and other necessary layouts Maintained
Records for Preventive Checks and Breakdown Maintenance for: Electrical, Plumbing, Support Assets, Pest Control, and Lifts etc. Not Available
Display Emergency Contacts for Fire, Hospital, Police, ERT, HR etc., at critical points Not Available
Records on Smoke detectors & Fire Extinguishers tested periodically Not Available
Conducting safety drill and recording the outcome of such safety drills. Not in Practice
Display emergency floor layouts at critical points, mark signage for entry-exit, fire exits, lifts, important rooms, safety equipment, and location of ERT. Not Available Sufficient Fire Extinguishers and First Aid Kits. Available Trained Emergency Response Team (ERT) to use safety equipment. Not Available
Workshop Description Remarks / Observations Access Restriction not maintained
Clear Desk Policy, Segregation in Equipment under maintenance Not in Place
Pest control, First Aid Kit, Fire Extinguisher Not maintained
Records of Inventory under service Tags Maintained Requirement capturing data not present NDA’s present for all projects Customer compliant mechanism not present
No procedure for change management defined Mr. Mithoon – Marketing / ROW sales Customer enquiry page present Appointment of partners and their evaluation has to be done Client database present, restriction of access is maintained Engineering Product development life cycle is maintained Test report and test cases are maintained
SOP to be framed to be defined Guidelines to be defined
To be captured & documented Scrutinized but no evidence of approval from top management
FTR, OTD for entire operations to be evidenced, reported and corrective actions to be taken & documented on tasks which violates TAT
Vendor evaluation and LQI to be maintained for all vendors, regular updating of LQI is advised. Feedback mechanism and vendor rating to be well defined.
Separate SOPs to be framed by respective processes in order to define separate roles and responsibilities towards vendors.
A proper SOP defining the roles & responsibilities narrating the client feedback on service provided, complaints if any & necessary actions taken to address it has to be developed, practiced & evidenced.
Complete records to be maintained for the technical trainings provided by the process owners.
The process owners are requested to identify and apply necessary controls on confidentiality of business information, without having any NDA between us as a third party; the entire business info has been discussed with us which is a major threat.
In consideration of the mutual promises set forth hereunder, the sufficiency of which is hereby acknowledged, Partner Consultant and Client shall agree to the following:
Partner Consultant will provide client with ISO 9001:2015, ISO 14001:2015, ISO 45001:2018 and ISO 41001:2018 consulting and certification services, and will implement standard requirements in the client’s firm. Partner Consultant will only provide sufficient information, trainings and templates that are truly required by the above mentioned standards. Partner Consultant will also assist the client during the external audit and certification process of ISO 9001 Certification in Oman.
Partner Consultant will assist in the above mentioned requirement, and also accepts that, Partner Consultant will not charge the customer for its services, if the certification body decides not to award the certificate.
Client shall provide the required information to fulfill ISO Compliance. Client shall also provide additional information to the Partner Consultant, if need be to speed up the certification process.
Integrated Facilities Management Solutions should pay the payments to our local bank account as per the details provided in the invoice.
The actual dates of process initiation shall be discussed mutually once the agreement is signed and official PO is released.
Conduct Gap Analysis and submit Gap analysis report Assist in the documentation of manual and procedures Conduct Awareness training and Internal Auditor Training Assist in the population of various templates and records as necessary by the standard
Conduct Internal Audit and submit audit report and suggest corrective/preventive action. Verify closure of non-conformities
Be present in the Management Review Meeting, and extend support as necessary Perform Certification Audit Responsible for end-to-end certification process Supply, installation, training, support of tools connected with the project/training. Consulting, Documentation or training directly not relevant to the project (for example to your customers or partner companies/sister concerns).
Interaction with parties, who are not directly connected to the project (for example to your customers or partner companies/sister concerns)