Quality Manual

1. Introduction & Scope

This Quality Manual describes the quality management system of Indraprastha Sewa Samiti, a registered society under the Societies Registration Act, founded in 2018. It is based on the principles and requirements of the NGO Quality Standard, Version 5 (ICONG – Instituto para la Calidad de las ONG), a quality standard designed for non-governmental social organisations, and supports our goal of working towards ISO 9001:2015 certification.

The system applies to:

• The annual Ramleela & Dusshera Mohotsav Sagarpur at DDA Ground, Sagarpur — Ramlila, Pootla Dehen, joy rides and the Shop/Food Court.
• Cultural events and competitions such as Dandiya Night, drawing and dance competitions.
• Social welfare activities, including blanket distribution and health awareness drives.
• The support activities behind them: volunteers, purchasing, finance and communication.

2. Mission, Vision & Values

Mission: To serve society and promote its welfare through cultural and religious programmes, social welfare activities and support for the underprivileged.

Vision: A compassionate, inclusive society where our culture and traditions bring every community together, and a trusted, recognised organisation for the Ramleela Dusshera festival.

Values: धर्म • संस्कृति • सेवा • समाज — Dharma, Sanskriti, Sewa and Samaj — together with honesty, transparency and respect for every individual.

Quality Policy: our commitments are set out in the public Quality Policy, which this manual puts into practice.

3. Guiding Principles

Following the reference standard, our quality system is guided by values shared by NGOs. Every requirement in this manual is interpreted in the light of these principles:

4. General System Requirements

4.1 Needs of beneficiaries and stakeholders

Our end beneficiaries are the devotees, families and residents who attend our programmes and the underprivileged people our welfare drives support. Other stakeholders include volunteers, members, artists, participants, sponsors, donors, vendors, local authorities and the neighbouring community. Their needs — safety, a meaningful cultural experience, accessibility, cleanliness, fair treatment and clear information — are identified each year through feedback, committee meetings and consultation, and recorded as inputs to planning.

4.2 Legal requirements

The Samiti maintains a register of the legal and regulatory requirements that apply to its activities — including its obligations as a registered society and the permissions required for public events (venue, police, fire safety, electricity and other local authorities). The register is reviewed before every festival and the responsible persons are informed.

4.3 Documentation

The quality management system is documented through:

• Mission, vision, values and the Quality Policy (published on this website).
• This Quality Manual, describing the scope, structure and key processes.
• Operating procedures and checklists for key and support processes.
• Records that demonstrate the system is working (see 4.5).

4.4 Document control

Documents are approved by the Chairperson or the organising committee before use, carry a version and date, and are reviewed at least once a year. Only current versions are circulated to the people who need them; outdated versions are withdrawn.

4.5 Record control

Records — such as permissions, meeting minutes, volunteer rosters, tender files, receipts, incident logs and feedback — are kept legibly on paper or digitally for a defined period, in line with applicable law, and personal data is protected.

5. Institutional Commitment

5.1 Leadership

The Chairperson, Smt. Poonam Jindal, and the organising committee lead the quality system, ensure that all activities are consistent with our mission and values, and involve stakeholders in important decisions.

5.2 Policy and objectives

The committee sets the Quality Policy and yearly quality objectives for each area (festival, events, welfare and support functions), based on stakeholder needs and the previous year's results.

5.3 Resources

The committee ensures the human, financial and material resources needed to meet the objectives — volunteers, funds from sponsors and donors, venue, equipment and services — and encourages participation of volunteers and beneficiaries in designing and delivering activities.

5.4 Management review

At least once a year, after the festival, the committee reviews the effectiveness of the system using audit results, feedback and complaints, incidents and non-conformities, achievement of objectives, changes in the environment and follow-up of previous actions. Minutes record decisions, responsibilities, deadlines and resources.

5.5 Acceptance of commitments

Before accepting a sponsorship, grant, partnership or other commitment, the committee checks that it is consistent with our mission and values, clearly understands the requirements, confirms our capacity to deliver it, documents the agreement and considers any risks.

5.6 Quality coordinator

The Chairperson appoints a member of the organising committee as Quality Coordinator, with authority to ensure the system is implemented and maintained, and to report on its performance to the committee. The appointment is communicated to members and volunteers.

6. Process-Based Management

6.1 Continuous improvement cycle

Each key process follows a yearly Plan – Execute – Measure – Evaluate cycle:

• Plan: objectives, schedule, responsibilities and resources for the season.
• Execute: carry out the activities as planned, with coordination between teams.
• Measure: collect data and feedback on results (see section 9).
• Evaluate: analyse results and plan improvements for the next cycle.

6.2 Process map

6.3 Planning changes

The committee regularly reviews internal functioning and external changes — such as new regulations, venue conditions or community needs — and plans any necessary changes to processes in advance.

6.4 Quality objectives

Objectives are set for the organisation as a whole and for each key process. They are consistent with the Quality Policy, achievable, measurable through the indicators in section 9, assigned to responsible persons and reviewed each year.

6.5 Roles and responsibilities

• Chairperson — overall leadership and approval of plans, budgets and quality documents.
• Organising Committee — planning, resource allocation, vendor approval and review.
• Quality Coordinator — maintains the quality system and reports on its performance.
• Area Coordinators — stage & Ramlila, security & crowd, stalls & food court, publicity, finance and welfare.
• Volunteers — carry out assigned duties and report issues to their coordinator.

6.6 Participation

Volunteers and members participate in planning meetings and post-festival reviews. Beneficiaries and visitors are invited to share their needs and feedback through help desks, forms and our contact channels.

6.7 Relations with stakeholders

The Samiti maintains regular contact with its priority stakeholders — local residents and RWAs, authorities, sponsors, donors, artists and partner organisations — and cooperates with them where it helps fulfil our mission.

7. Key Processes

7.1 Quality characteristics

For every programme we define what quality means for the people we serve, for example:

• Ramlila staged every evening as per the published schedule, with devotion and artistic quality.
• A safe, clean, well-lit and accessible venue with clear entry and exit routes.
• Hygienic food stalls, drinking water, toilets and first aid available throughout.
• Fair and well-organised competitions with clear rules for participants.
• Welfare aid delivered respectfully to those who need it most.

7.2 Delivering programmes

Each programme is delivered according to its plan and checklists — covering permissions, site layout, schedules, volunteer duty rosters, safety arrangements and communication — with coordinators monitoring delivery every day of the festival.

7.3 Rights and duties of visitors and beneficiaries

Visitors and beneficiaries have the right to free and equal access to our public programmes, a safe environment, respectful treatment, clear information and a way to raise complaints. They are expected to follow venue rules and safety instructions and to respect other visitors, artists and volunteers.

8. Support Processes

8.1 People and volunteer management

Volunteers are registered, assigned to a coordinator and duty roster, and briefed on their role, safety and emergency procedures before the festival. Their contribution is recognised, and their feedback is used to improve.

8.2 Purchasing and tenders

Major works and services are purchased through quotations or tenders published on our Tenders page. Vendors are selected on quality, safety record, experience and cost; work orders define scope, timelines and safety obligations; and vendor performance is evaluated after the festival.

8.3 Economic management

Budgets are approved by the committee. Donations and sponsorships are acknowledged with receipts, payments are made against approved bills, and accounts are maintained as required for a registered society.

8.4 Internal and external communication

Internally, information is shared through committee meetings and volunteer groups. Externally, we inform the public through this website, social media, posters and announcements — including the schedule, policies, tenders and contact details.

9. Measurement, Analysis & Evaluation

9.1 Process performance indicators

Targets for each indicator are set every year during the management review.

9.2 Satisfaction of beneficiaries and stakeholders

Satisfaction is measured through feedback from visitors, participants, volunteers, sponsors and donors during and after the festival.

9.3 Internal audits

An internal audit of the quality system is carried out at least once a year by persons who are independent of the activity being audited. Findings are reported to the committee and followed up.

9.4 Data analysis

Indicator results, feedback, audit findings and complaints are analysed to understand trends and identify opportunities for improvement.

9.5 Non-conformities

Any deviation from our plans or requirements — for example a safety lapse or a vendor failing to deliver — is recorded, its cause analysed and corrective action taken.

9.6 Complaints, suggestions and claims

Anyone can share a complaint or suggestion at the festival help desk, by phone, through our Contact page or by email at indraprasthasewasamiti@gmail.com. Every complaint is recorded, assigned to the responsible coordinator and closed with a response.

10. Improvement

Based on the management review, audits, data analysis, non-conformities and feedback, the committee plans corrective and preventive actions and improvement projects, with responsibilities and deadlines. Their effectiveness is checked in the next cycle, so that every Ramleela Dusshera festival is better than the last.

Annex: References & Revisions

• NGO Quality Standard, Version 5 (ICONG – Instituto para la Calidad de las ONG)
• ISO 9001:2015 — Quality management systems: Requirements
• Quality Policy of Indraprastha Sewa Samiti