1. Quality Manual
Approved By Issue No. 01
Revision No. 0
Document No : Issue Date : Page |1
QM-201103-01 20th March’2011
CONTENTS
INTRODUCTION ------------------------------------------- PAGE 1
BRIEF DESCRIPTION --------------------------------------PAGES 2-4
1.SCOPE AND EXCLUSION ------------------------------PAGES 5-6
1.1.1 Purpose of Quality Management System
1.1.2 Scope & Exclusion
1.1.3 Policy
2.NORMATIVE REFERENCES -------------------------- PAGE 7
3.TERMS AND DEFINTIONS ---------------------------PAGE 7
4.QUALITY MANAGEMENT SYSTEMS ---------------PAGES 8-10
4.1 Documentation Structure
4.2 Control of Documents
4.3 Control of Records
5.MANAGEMENT RESPONSIBILITY ------------------ PAGES 11-25
5.1 Management Commitment
5.2 Customer Focus
5.3 Quality Policy
5.3.1 Policy Segmentation
5.3.2 Quality Policy Accounting
5.3.3 Implementation Procedures
5.3.4 Acceptable Lot Sizes
5.4Planning
5.4.1 The Quality Assurance Plan
5.4.2 The Quality Control Plan
5.4.3 Quality Control Plan Components
5.5 Responsibility, Authority & Communication
5.5.1 Responsibility and Authority
5.5.2 Management Representative
5.5.3 List of Processes
5.6 Management Review
5.6.1 General
5.6.2 Review Input
5.6.3 Review Output
6. Resource management……………………………………………..PAGES 26-27
6.1 Provision of resources
6.2 Human resources
6.3 Infrastructure
6.4 Work environment

2. Quality Manual
Approved By Issue No. 01
Revision No. 0
Document No : Issue Date : Page |2
QM-201103-01 20th March’2011
7. Product realization…………...............................................PAGES 27-28
7.1 Planning of product realization
7.2 Customer-related processes
7.3 Design and development
7.4 Purchasing
7.5 Production and service provision
7.6 Control of monitoring and measuring equipment
8. Measurement, analysis and improvement…………………….PAGES 28-41
8.1 General
8.2 Monitoring and measurement
8.3 Control of nonconforming product
8.4 Analysis of data
8.5 Improvement

3. Quality Manual
Approved By Issue No. 01
Revision No. 0
Document No : Issue Date : Page |3
QM-201103-01 20th March’2011
I. Introduction
This document constitutes the highest level of quality documentation in the company. A
supplementary compliance package may be attached to provide supporting detail for a
site or laboratory. The information presented here takes precedence over any supporting
documents.
The company’s Standard Operating Procedures (SOPs) document additional details on how
policies are implemented. Locally maintained work instructions provide further detail to
support the SOPs. The scope and revision of each document is held in Lehman Brothers
document control system.
The quality manual defines Lehman Brothers policies regarding:
1. Description of the company
2. Scope and Exclusions, if any
3. Organisational Chart with Responsibilities
4. List of Processes
5. Process Maps
6. Other ISO requirements

4. Quality Manual
Approved By Issue No. 01
Revision No. 0
Document No : Issue Date : Page |4
QM-201103-01 20th March’2011
II. Description
II.IHistory
Lehman Brothers was an American company that operated in the investment services
industry. Prior to their declaration of bankruptcy, the firm took part in investment banking,
equity, fixed income sales, research and trading, investment management, private equity
and private banking. Lehman was the fourth largest investment bank in the USA (behind
Goldman Sachs, Morgan Stanley, and Merrill Lynch).
In 1844, Henry Lehman immigrated from Rimpar, Germany, to Montgomery, Alabama
where he established a small shop selling groceries, dry goods, and utensils to the local
cotton farmers. By 1850, his two brothers, Emanuel and Mayer, had joined him in the
business, and they named it Lehman Brothers. After Henry Lehman's death in 1855 at the
age of 33, the two younger brothers headed the firm for the next four decades. A New York
office was opened in 1858, giving the firm a stronger presence in the commodities trading
business as well as a foothold in the financial community. After facing the threat of the ‘civil
war’ in 1870, they engaged themselves into the business of cotton as well as their previous
commodities. The company also helped to establish the Coffee Exchange and the
Petroleum Exchange. While the firm prospered over the following decades as the U.S.
economy grew into an international powerhouse, Lehman had to contend with plenty of
challenges over the years. Lehman survived them all – the railroad bankruptcies of the
1800s, the Great Depression of the 1930s, two world wars, a capital shortage when it was
spun off by American Express in 1994, and the Long Term Capital Management collapse and
Russian debt default of 1998. However, despite its ability to survive past disasters, the
collapse of the U.S. housing market ultimately brought Lehman Brothers to its knees, as its
headlong rush into the subprime mortgage market proved to be a disastrous step.
II.II Bankruptcy
On September 15, 2008, Lehman Brothers filed for bankruptcy. With $639 billion in
assets and $619 billion in debt, Lehman's bankruptcy filing was the largest in history, as its
assets far surpassed those of previous bankrupt giants such as WorldCom and Enron.
Lehman was the fourth-largest U.S. investment bank at the time of its collapse, with 25,000
employees worldwide. Lehman's demise also made it the largest victim, of the U.S.

5. Quality Manual
Approved By Issue No. 01
Revision No. 0
Document No : Issue Date : Page |5
QM-201103-01 20th March’2011
subprime mortgage-induced financial crisis that swept through global financial markets in
2008. Lehman's collapse was a seminal event that greatly intensified the 2008 crisis and
contributed to the erosion of close to $10 trillion in market capitalization from global equity
markets in October 2008, the biggest monthly decline on record at the time.
II.IIIProducts and Services
In 1984, American Express acquired the investment banking and trading firm, Lehman
Brothers Kuhn Loeb, and added it to the Shearson family, creating Shearson
Lehman/American Express.Lehman Brothers Kuhn Loeb, which itself was the merger of
Lehman Brothers and Kuhn Loeb in 1977 was led by Pete Peterson, a former United
States Secretary of Commerce and future founder of the Blackstone Group.
II.III.aBanking Services
The primary operations of banks include:
Keeping money safe while also allowing withdrawals when needed
Issuance of checkbooks so that bills can be paid and other kinds of payments
can be delivered by post
Provide personal loans, commercial loans, and mortgage loans (typically loans
to purchase a home, property or business)
Issuance of credit cards and processing of credit card transactions and billing
Issuance of debit cards for use as a substitute for checks
Facilitation of standing orders and direct debits, so payments for bills can be
made automatically
Provide overdraft agreements for the temporary advancement of the Bank's
own money to meet monthly spending commitments of a customer in their
current account.
Provide internet banking system to facilitate the customers to view and
operate their respective accounts through internet.

6. Quality Manual
Approved By Issue No. 01
Revision No. 0
Document No : Issue Date : Page |6
QM-201103-01 20th March’2011
Provide Charge card advances of the Bank's own money for customers wishing
to settle credit advances monthly.
Provide a check guaranteed by the Bank itself and prepaid by the customer,
such as a cashier's check or certified check.
Notary service for financial and other documents
II.III.bOther Types of Bank Services
Private banking- thisbanking services exclusively to high net worth individuals.
Capital market bank - underwrite debt and equity, assist company deals
(advisory services, underwriting and advisory fees), and restructure debt into
structured finance products.
Bank cards - include both credit cards and debit cards.
Credit card machine services and networks
II.III.cForeign Exchange Services
Foreign exchange services are provided by many banks around the world. Foreign exchange
services include:
Currency exchange - clients can purchase and sell foreign currency banknotes.
Foreign Currency Banking - banking transactions are done in foreign currency.
Wire transfer - clients can send funds to international banks abroad.
II.III.dInvestment Services
Asset management
Hedge fund management
Custody services - the safe-keeping and processing of the world's securities
trades and servicing the associated portfolios. Assets under custody in the
world are approximately $1.25 billion.

7. Quality Manual
Approved By Issue No. 01
Revision No. 0
Document No : Issue Date : Page |7
QM-201103-01 20th March’2011
1. Scope and Exclusion
1.1 Purpose of Quality Management System
The purpose of this quality system is to assure that all products and services provided will
meet or exceed the requirements specified by our customers, thereby contributing to the
continued growth and prosperity of the company and its stake holders.
A quality management system has two interrelated aspects:
1. The customer’s needs and expectations for the customer, there is a need for confidence
in the ability of the organisation to deliver the desired quality as well as the consistent
maintenance of that quality.
2. The organisation’s needs and interests. For the organisation, there is a business need to
attain and to maintain the desired quality at an optimum cost; the fulfilment of this aspect
is related to the planned and efficient utilization of the technological, human and material
resources available to the organisation.
1.2 Scope & Exclusion
The scope of the quality management system is to demonstrate the capability of Lehman
Brothers Ltd. to provide financial services to personals as well as any company. Following
the ISO 9001: 2008 standards does this, but with an exclusion for section 7.3 Design and
Development.
The policies specified are primarily aimed at achieving customersatisfaction. Confidence in
financial and banking servicesconformance can be attained by adequate demonstration of
ourcapabilities in investment, liquidity of money and faith of our stake holders.
We are justifying an exemption from design because wemanufacture all products based on
customer requirements:
• Design is not required and the services requirements are stated by our
market survey team and customer interaction team.

8. Quality Manual
Approved By Issue No. 01
Revision No. 0
Document No : Issue Date : Page |8
QM-201103-01 20th March’2011
1.3 Policy
1. Lehman Brothers Ltd. will establish, document, implement, and maintain a quality
management system and continually improve its effectiveness in accordance with the
requirements of ISO 9001:2008.
2. Lehman Brothers Ltd. will:
2.1 Identify the processes needed for the Quality Management System and
their application throughout the organization;
2.2 Determine the sequence and interaction of these processes;
2.3 Determine criteria and methods needed to ensure that both the operation
and control of these processes are effective;
2.4 Ensure the availability of resources and information necessary to support
the operation and monitoring of these processes;
2.5 Monitor, measure, and analyze these processes, and;
2.6 Implement actions necessary to achieve planned results and continual
improvement of these processes.
3. These processes will be managed by Lehman Brothers Ltd. in accordance with the
requirements of ISO 9001:2008.
4. If Lehman Brothers Ltd. chooses to outsource any process that affects product conformity
with requirements; Lehman Brothers Ltd. will ensure control over these processes. Control
of these processes will be identified within the Quality Management System.

9. Quality Manual
Approved By Issue No. 01
Revision No. 0
Document No : Issue Date : Page |9
QM-201103-01 20th March’2011
2. Normative references
The following referenced documents are indispensable for the application of this document.
For datedreferences, only the edition cited applies. For undated references, the latest
edition of the referenced document (including any amendments) applies.
3. Terms and definitions
The following terms and definitions are provided to assure a uniform understanding of
selected terms as they are used in these requirements.
Company Lehman Brothers Ltd.
Fund provides financing to small and mid-sized companies.
Supplier Targeted investments are used to finance buyouts,
recapitalizations, strategic acquisitions, and later stage growth.
Assists individuals, corporations and governments in raising
Customer capital by underwriting and/or acting as the client's agent in the
issuance of securities
Product Foreign Exchange, Eommodities, and Equity Securities
Services Investment banking,Sales and trading

10. Quality Manual
Approved By Issue No. 01
Revision No. 0
Document No : Issue Date : P a g e | 10
QM-201103-01 20th March’2011
4. Quality management system
Quality is how good a product is and it is synonymous with the high expectations of
customers towards a product or a service (Garvin,1988). Also, quality is the plenitude
of characteristics andattributes of service which satisfy given needs of customers
(ANSI,1978). Moreover, quality is the ability of an enterprise to focus onthe existing
and expected needs of its customers, to improve itslabour culture with the
cooperation and development of its workers, tocreate relations of confidence with
exterior collaborators andcustomers, to self-assess the systems of administration,
tostrengthen learning and innovation and finally, to evaluate theresults of all the
above (EFQM).
4.1 Documentation Structure
Documentation is structured in two levels. The Lehman Brothers Ltd quality of the
documentation is defined as Lehman Brothers Ltd Quality Manual, which provides all
necessary and relevant information relating to Quality Management System,
established and implemented in the organization. The second level of the
documentation provides detailed procedures along with SOPs (Standard
Operating Procedures) and work instructions. The documentation structure is
diagrammatically represented as below:
Lehman Brothers Ltd. Quality
Manual
Standard Operating
Procedure,Work Instructions
and Procedure for
Implementation

11. Quality Manual
Approved By Issue No. 01
Revision No. 0
Document No : Issue Date : P a g e | 11
QM-201103-01 20th March’2011
4.2 Control of Documents
All of the QMS documents are controlled according to the Document Control
Procedure (QP-1023-01). This procedure defines the process for:
 Approving documents for adequacy prior to issue
 Reviewing and updating as necessary and re-approving documents
 Ensuring that changes and current revision status of documents are
identified
 Ensuring that relevant versions of applicable documents are available at
points of use
 Ensuring that documents remain legible and readily identifiable
 Ensuring that documents of external origin are identified and their
distribution controlled,
 Preventing the unintended use of obsolete documents and to apply
suitable identification to them if they are retained for any purpose
Departmental managers should always be responsible for promoting good document and
record management practices in their area whilst supporting overall compliance to the
document control procedure.
Individuals and their line managers should be responsible for the documents and records
that they create, as well as being responsible for their retention and disposal in line with
legislative requirements and organizational procedures and practices.
If you don’t want to control external documents, you must specifically state this in the
procedure and on the documents themselves, which are ‘For Reference Only’ and are not
updated.

12. Quality Manual
Approved By Issue No. 01
Revision No. 0
Document No : Issue Date : P a g e | 12
QM-201103-01 20th March’2011
4.3 Control of Records
Quality records are maintained to provide evidence of conformity to
requirements and of the effective operation of the QMS. The records are
maintained according to the Control of Quality Records Procedure (QP-1024-01).
This procedure requires that quality records remain legible, readily identifiable
and retrievable. The procedure defines the controls needed for identification,
storage, protection, retrieval, retention time and disposition of quality records.
This because records are an important organizational asset; they provide the primary
route for evidence based verification and traceability since they demonstrate
compliance with customer requirements. Records also prove the efficacy of the QMS.
 Records are used to prove compliance against requirements
 Develop and implement the control of records procedure
 Maintain the legibility and accessibility of QMS documents and records
Implementing a document management system could mean keeping certain records
that your organization might not be already keeping. Some of these records may
seem a little confusing until you become more familiar with the quality standard.
Of course, you are free to keep more records than those listed below, if you feel your
organization needs them, but as we always preach; keep your system simple. The
fewer documents and records you keep, the fewer things that will be audited, and
the more time you will have to actually run your business.
Keep in mind that you are free to combine some of these records where it makes
sense, for example, you could combine the corrective and preventive action request
log with a simple checkbox to note which one it is. You could also combine both
corrective and preventive action requests onto one form, again with a simple check
box to designate its purpose.

13. Quality Manual
Approved By Issue No. 01
Revision No. 0
Document No : Issue Date : P a g e | 13
QM-201103-01 20th March’2011
5. Management Responsibility
Top management must:
Communicate to the organisation the importance of meeting customer
requirements
Communicate to the organisation the importance of meeting regulatory
requirements
Ensure that quality objectives are created
Ensure that quality measurements are taken and recorded
Ensure that quality measurements are compared against quality objectives
Conduct periodic management reviews
Review the quality system and make changes where necessary
Provide evidence of management reviews

14. Quality Manual
Approved By Issue No. 01
Revision No. 0
Document No : Issue Date : P a g e | 14
QM-201103-01 20th March’2011
5.1 Management Commitment
Management Commitment is direct participation by the highest level executives in a
specific and critically important aspect or program of an organization. In quality
management it includes:
1. Setting up and serving on a quality committee
2. Formulating and establishing quality policies and objectives
3. Providing resources and training
4. Overseeing implementation at all levels of the organization
5. Evaluating and revising the policy in light of results achieved.
5.2 Customer Focus
Every organization depends on its customers. Without satisfied customers, the
organization cannot exist. Therefore, this requirement of ISO 9001:2000 is the core of
the quality management system.
There should be some method of establishing how customer requirements are
determined. Methods could include:
1. Carrying out market / customer survey
2. Access to industry reports
3. Identification of niche marketing opportunities
Benefits:
Increased revenue and market share obtained through flexible and fast
responses to market opportunities.
Increased effectiveness in the use of the organization's resources to
enhance customer satisfaction.
Improved customer loyalty leading to repeat business.

15. Quality Manual
Approved By Issue No. 01
Revision No. 0
Document No : Issue Date : P a g e | 15
QM-201103-01 20th March’2011
Application:
Researching and understanding customer needs and expectations.
Ensuring that the objectives of the organization are linked to customer
needs and expectations.
Communicating customer needs and expectations throughout the
organization.
Measuring customer satisfaction and acting on the results.
Systematically managing customer relationships.
Ensuring a balanced approach between satisfying customers and other
interested parties
5.3 Quality Policy
5.3.1 Policy Segmentation
1. The relative amounts of Lehman Brothers Ltd.Quality Control Plan will be
determined by Bank liquidity,respective market values, individual security
"risk/return" profiles, and other factors such as theBank's tax position.
2. Quality Policy may only be changed inLehman Brothers Ltd.for permissible
reasons:
a. Less than 3 months to maturity or effective Policy Revise date.
b. Less than 15% of purchase faces reported by customers.
c. Deterioration of issues creditworthiness.
d. Change in the tax laws (not tax rates).
5.3.2Quality Policy Accounting
1. Policiesin the Lehman Brothers Ltd.will be accounted for at amortized cost.
2. Policies in Lehman Brothers Ltd.will be accounted for at fair value with the net
gain/loss (adjustedfor tax) reflected in the Bank's capital.
3. Any changes between policies will be accounted for at fair value.

16. Quality Manual
Approved By Issue No. 01
Revision No. 0
Document No : Issue Date : P a g e | 16
QM-201103-01 20th March’2011
5.3.3Implementation Procedures
1. The purchase, sale and/or exchange shall be made by the SeniorInvestment
Officer, as authorized by the Investment Committee according to Quality Policies
that areapproved by the Board of Directors.
2. Orders for the purchase and/or sale of Federal Funds shall be made by the
Senior InvestmentOfficer or his/her staff subject to policy determined by the
Investment Committee
3. Acquisition of large Certificates of Deposit over $100,000 will be coordinated by
the SeniorInvestment Officer and his/her staff with regard to amount, maturity
and rates.
4. All public funds deposits requiring collateral will be coordinated through the
Senior InvestmentOfficer to assure proper rate setting and pledging.
5.3.4Acceptable Lot Sizes
1. U.S. Treasury, Federal Agency, and other taxable issues are to be purchased in
minimums of$100,000
2. Municipal securities are to be purchased in minimums of $100,000 when
possible.

17. Quality Manual
Approved By Issue No. 01
Revision No. 0
Document No : Issue Date : P a g e | 17
QM-201103-01 20th March’2011
5.4Planning
5.4.1 The Quality Assurance Plan
1. The QA Plan is a Government document used as a management tool. The
components of a QA Plan are:
• Government staffing requirements.
• Functions of each QA team member.
• Government training requirements.
• Government pre-award activities.
• Definable Features of Work (DFOW) list.
• Government surveillance and testing activities.
2. The QA Plan ensures that all team members are following the same plan and
achieves better coordination of the government’s QA activities.
5.4.2 The Quality Control Plan
 The QC Plan must be received, reviewed, and formally accepted by the
Contracting Officer or their representatives before any construction work can
begin.
 Resident Management System (RMS) is a Lehman Brothers Ltd. data
management system that provides an easy mechanism for developing a QC
Plan based on contractor input.
5.4.3 Quality Control Plan Components
 Table of Contents – A listing of the major sections identified with tabs in the
order of the bulletined items following hereafter.
 QC Organization – The QC organization must be identified, including a chart
showing the organizational structure and lines of authority.
 Names and Qualifications – The names, qualifications, and classification of
each member of the contractor’s quality control team must be provided.
 Duties, Responsibilities and Authorities of QC Personnel – Provide a listing of
assigned quality control activities for performance.

18. Quality Manual
Approved By Issue No. 01
Revision No. 0
Document No : Issue Date : P a g e | 18
QM-201103-01 20th March’2011
5.5 Responsibility, Authority & Communication
5.5.1 Responsibility and Authority
An organizational chart has been established to show the interrelation of
personnel in the organization. Job descriptions define the responsibilities and
authorities of each of the positions on the organizational chart. Job descriptions
and the organizational chart are reviewed and approved by executive management for
adequacy.

19. Quality Manual
Approved By Issue No. 01
Revision No. 0
Document No : Issue Date : P a g e | 19
QM-201103-01 20th March’2011
Chairman & managing director: He is ultimately responsible for making balanced
judgments, assessing the significance of variations in the processes and making
decisions.
ISO 9001-2008 Management representative: The ISO 9001-2008 management
representative is responsible for ensuring that the requirements of model IS0 9001-
2008 are implemented and maintained. He is also responsible for the controlled internal
distribution of the Quality manual and changes thereto.
Director (operations & service): It is his job to co-ordinate and overlooks all
operations/services undertaken daily in the organisation and to implement the quality
standards assured by the firm according to ISO 9001-2008 regulations.
Director (Human Resources) maintains the records of employee qualifications. He
prepares job descriptions identifying the qualifications required for each position that
affects conformity to product requirements.
Director (Finance) All financial activities of the organisation are overlooked by him. It is
also his job to see whether the organisation has been following ISO 9000 as well as
financial laws imposed by the concerned Govt. while carrying out numerous financial
activities.
General Managers: The general managers are responsible for assuring that Quality
Systems are followed in their area.
5.5.2 Management Representative
A management representative has been appointed by the Chairman as Management
Representative. As management representative, he has the following responsibilities
and authority:
Ensure that processes needed for the quality management system are established and
implemented.
Report to general management on the performance of the quality management system
and note any needed improvements.
Promote awareness of customer requirements throughout the organization.

20. Quality Manual
Approved By Issue No. 01
Revision No. 0
Document No : Issue Date : P a g e | 20
QM-201103-01 20th March’2011
5.5.3 List of Processes
Money Transaction
Foreign Currency Exchange
Investment Banking
Capital Marketing
Equity Financing
Real Estate Asset Management
Mutual Funds

21. Quality Manual
Approved By Issue No. 01
Revision No. 0
Document No : Issue Date : P a g e | 21
QM-201103-01 20th March’2011
PROCESS NAME
DATE OF ISSUE:
MONEY TRANSACTION
APPROVED BY:
(BANKING PROCESS)
INPUT SPECIFICATION PROCESS OUTPUT
SPECIFICATION SPECIFICATION
1.PURCHASE SPECIFICATION AND IBA REGULATIONS FOR TRANSACTION 1.LOAN SHOULD BE GIVEN BASED ON
TECHNICAL SPECIFICATION TO BE ARE TO BE FOLLOWED PERSON'S CURRENT INCOME
FOLLOWED RECORDS AND RETIREMENT PERIOD
2. DEPOSIT ENTRIES SHOULD BE
CHECKED THOROUGHLY 2.RECORDS OF CASH DEPOSIT AND
WITHDRAWAL TO BE ENTERED
INPUTS RECIEVIN PROCESS DEFINITION FINA OUTPUT
G
THE PROCESS ESSENTIALLY L
1. PURCHASE CHECK
COMPRISES OF THE FOLLOWING CHEC
2. PRECIOUS INPUT ITEMS
1. LOAN
STEPS K
METALS LIKE TO BE CHECK- 2. MONEY RECEIPT
1. CASH RECEIPT AND DEPOSIT CHECK TO
GOLD (GOLD ED BY THE (IN FORM OF PASS
2. CASH TRANSACTION IN CASE OF BE MADE
LOAN) FIELD BOOK ENTRY
PURCHASE, LOAN OR MORTGAGE AND
3. DEPOSIT MANAGER OR WRITTEN
3. RECORDS TO BE MAINTAINED PROCESSE
4. MORTGAGE OF DOCUMENTS)
TRANSACTION WHILE TRANSACTION OCCURS S TO BE
3. BANK INTEREST
DEPT. THROUGH AUTH-
DEBIT, ATM OR CREDIT CARDS ENTICATE
4. BANK INTERESTS RATE IS TO BE D BY THE
MAN-
REVISED TIME TO TIME
AGER OF
THE
FINANCE
DEPARTME
NT
DESCRIPTION OF
RESOURCE
PROCESS OWNER DEPUTY MANAGER
FINANCE DEPT.
SUPPLIERS PROCESS OPERATORCLERKS OF FINANCE CUSTOMERS
DEPT.
1.GOVERNMENT LOCAL COMPANY
2.LOCAL AUTHORITIES A PERSON OR A GROUP OF PEOPLE
EFFECTIVENESS
3. A PERSON OR GROUP OF PEOPLE
INDICATOR
THE COUNTING PROCESSES, MACHINES FOR EFFICIENCY
COUNTING CASH ARE TO BE EXAMINED TIMELYINDICATOROF
WORK AND QUALITY
PERIODICALLY AND AS WELL AS THE WORK ARE TO BE CHECKED.
MANUAL WORKING ARE SUBJECTED TO STRONG
VIGILANCE VIGILANCE CAN BE MADE

22. Quality Manual
Approved By Issue No. 01
Revision No. 0
Document No : Issue Date : P a g e | 22
QM-201103-01 20th March’2011
DATE OF ISSUE:
APPROVED BY: PROCESS NAME
FOREIGN CURRENCY EXCHANGE
INPUT SPECIFICATION PROCESS SPECIFICATION OUTPUT SPECIFICATION
CURRENCY OF ONE COUNTRY. EXCHANGE OF MONEY TO BE MADE CURRENCY OF THE DESIGNATED
BETWEEN TWO CURRENCY SYSTEMS. COUNTRY.
INPUTS RECIEVIG PROCESS DEFINITION FINAL OUTPUT
CHECK THIS PROCESS COMPRISES OF THE CHECK MONEY IN FORM OF
1.TRAVELLERS FOLLOWING EXCHANGED
CHEQUE. 1. AMOUNT 1. RECIPT OF MONEY CHECK CURRENCY.
2. FOREIGN OF MONEY 2. CHECKING OF THE CURRENT PERFORME
CURRENCY CASH TO BE EXCHANGE RATE BETWEEN TWO D BY
3. FOREIGN EXCHANGED CURRENCIES GOVT.
CURRENCY DRAFTS. 2. CURRENT 3. PROCESSING OF THE MONEY. FINANCE
4. CHEQUE DEPOSITES EXCHANGE 4. DELIVERY OF THE MONEY IN THE OFFICIALS.
RATE OF DESIGNATED CURRENCY.
CONVERSION
BETWEEN
TWO
CURRENCIES.
SUPPLIERS DESCRIPTION OF CUSTOMERS
RESOURCE
BOND HOLDERS LIKE CENTRAL BANKS 1. IMPORT/EXPORT DEALERS AND
OR OTHER MONEYTORY AUTHORITIES BUSSINESSMAN
OF A COUNTRY. 1. FOREIGN EXCHANGE RESERVES 2. PEOPLE IN GENERAL WHO MAKES
2. MAN POWER AT DIFFERENT LEVELS IN
FREQUENT OVERSEAS TRIP.
3. FOREIGN NATIONALS WHO NEED
THE FORM OF BANK EMPLOYEES
TO MAKE OFFSHORE MONEY
PROCESS OWNER LEHMAN BROTHERS TRANSFER.
PROCESS OPERATOR
EFFICIENCY INDICATOR
EFFECTIVENESS 1. HOW FAST THE PROCESS IS BEING
EXECUTED.
INDICATOR 2. HOW SMOOTHLY THE MONEY
1. NETWORK OF THAT PARTICULER BANK.
2. SERVICE COST BEING CHARGED BY THE EXCHANGE TAKES PLACE WITHOUT ANY
BANK. COMPLICATIONS

23. Quality Manual
Approved By Issue No. 01
Revision No. 0
Document No : Issue Date : P a g e | 23
QM-201103-01 20th March’2011
DATE OF ISSUE:
APPROVED BY:
PROCESS NAME
INVESTMENT BANKING
INPUTSPECIFICATION PROCESSSPECIFICATION OUTPUT
PROVIDING ASSISTANCE TO THE SPECIFICATION
MAXIMIZED RETURN OF
ENTITIES WHICH CAN BE CONSIDERED INVESTING PARTY IN RAISING CAPITAL INVESTMENT.
ASSETS LIKE PENSION FUNDS, HEDGE BY UNDERWRITING OR BY ACTING AS
FUNDS, MUTUAL FUNDS. CLIENTS AGENT.
INPUTS RECIEVIN PROCESS DEFINITION FINALC OUTPUT
G CHECK
HECK
ASSETS OR THE PROCESS IS ACCOMPLISHED BY ENTITIES RETURN OF
SECUIRITY. WHICH CAN BE INVESTMENT IN
CHECKING THE CONSIDERED TERMS OF
SUSTAINABILIT ASSETS LIKE MONEY WITH
Y PENSION INTEREST
ISSUES FUNDS, HEDGE OR BONDS.
BY RESEARCH FUNDS,
AND MUTUAL
ADVISORY FUNDS.
AGENCIES. REGULARITY
AUTHORITY IN
U.S
SUPPLIERS CUSTOMERS
DESCRIPTION OF
BROKERS RESOURCE INDIVIDUALS, CORPORATIONS
INVESTIGATION AGENCIES OR GOVERNMENTS.
PROCESS OWNER LEHMAN BROTHERS
PROCESS OPERATOR
EFFECTIVENESS EFFICIENCY
INDICATOR
WHETHER THE CLIENT IS GETTING INDICATOR
MINIMIZATION OF RISK IN
MAXIMUM RETURN OF HIS INVESTMENT. INVESTMENT.

24. Quality Manual
Approved By Issue No. 01
Revision No. 0
Document No : Issue Date : P a g e | 24
QM-201103-01 20th March’2011
DATE OF ISSUE:
APPROVED BY: PROCESS NAME
CAPITAL MARKETING
PROCESS
INPUT PROCESS OUTPUT
SPECIFICATION
1.EFFECTIVE VALUATION OF ASSETS SPECIFICATION
IBA REGULATIONS FOR SPECIFICATION
1. LONG TERM INVESTMENT SHOULD
ARE TO BE MADE TRANSACTION ARE TO BE BE WELL RECORDED AND FLEXIBILITY
2.COMPLIANCES WITH RULES AND FOLLOWED OF DEPOSIT AND WITHDRAWAL
REGULATIONS SHOULD BE THERE
2. STRATEGIC HELPS TO BE GIVEN IN
CRITICAL TIME
INPUTS RECIEVIN PROCESSDEFINITI FINALC OUTPUT
1.LONG TERM G THE PROCESSON
ESSENTIALLY HECK 1.ISSUANCE
INVESTMENT COMPRISES OF THE STRATEGY AND
2.SALE OF
CHECK FOLLOWING STEPS DIVERSE PRODUCT
CHECK TO BE
SHARES MIX
MADE AND
3.CAPITAL BY INPUT ITEMS TO 2.FINANCIAL
PROCESSES
ISSUING OF BE CHECK- 1.PROCESS ARCHITECTURE STRENGTH
TO BE AUTH-
BONDS ED BY THE FIELD AND OPERATION 3.TRACK RECORD IN
ENTICATED BY
MANAGER 2.COST CUTTING AND COST INNOVATION
THE MAN-
OF TRANSACTION OPTIMIZATION 4.INTEGRATED AND
AGER OF THE
DEPT. 3.EMPLOYEE BENEFITS AND PRACTICAL
FINANCE
COMPENSATION PROGRAMME SOLUTION
DEPARTMENT
4.DOWNSIZING AND CURVE-
OUT
SUPPLIERS DESCRIPTION OF CUSTOMERS
RESOURCE
1.GOVERNMENT STOCK EXCHANGE
2.LOCAL AUTHORITIES PROCESS OWNER DEPUTY MANAGER FINANCE DEPT. GOVERNMENT
3,A PERSON OR GROUP OF PEOPLE BIG COMPANIES
PROCESS OPERATOR CLERKS OF FINANCE
DEPT.
EFFECTIVENESS
INDICATOR
THE COUNTING PROCESSES, MACHINES FOR
COUNTING CASH ARE TO BE EXAMINED EFFICIENCY
PERIODICALLY AND AS WELL AS THE INDICATOR
TIMELY WORK AND QUALITY OF
MANUAL WORKING ARE SUBJECTED TO WORK ARE TO BE CHECKED.
VIGILANCE STRONG

25. Quality Manual
Approved By Issue No. 01
Revision No. 0
Document No : Issue Date : P a g e | 25
QM-201103-01 20th March’2011
5.6 Management Review
5.6.1 General
Board of Directors reviews the QMS annually at management review meetings. This
review assesses the continuing QMS suitability, adequacy and effectiveness, identifying
opportunities for improvement and needed changes. Records are maintained for each
management review meeting.
5.6.2 Review Input
Assessment of the QMS is based on a review of information inputs to management
review. These inputs include the following:
 Results of audits
 Customer feedback
 Process performance and product conformity
 Status of corrective and preventive actions
 Follow-up actions from previous management reviews
 Planned changes that could affect the QMS and
 Recommendations for improvement
5.6.3 Review Output
During these review meetings, management will identify appropriate actions to be
taken regarding the following issues:
 Improvement of the QMS and its processes.
 Improvement of product related to customer requirements, and
 Resource needs
Responsibilities for required actions are assigned to members of the management
review group. Any decisions made during the meeting, assigned actions and their due
dates are recorded in the minutes of management review.
The records of these annual reviews are to be preserved, controlled and circulated
throughout the organisation according to the Document Control Procedure.

26. Quality Manual
Approved By Issue No. 01
Revision No. 0
Document No : Issue Date : P a g e | 26
QM-201103-01 20th March’2011
6. Resource Management
6.1 Provision of Resources
Executive Management ensures that resources essential to the implementation;
maintenance and improvement of the quality management system are identified and
made available.
6.2 Human Resources
6.2.1 General
To ensure the competence of personnel, job descriptions have been prepared
identifying the qualifications required for each position that affects conformity to
product requirements. Qualifications include requirements for education, skills and
experience. Appropriate qualifications, along with required training, provide the
competencies required for each position.
6.2.2 Competence, Training and Awareness
Qualifications are reviewed upon hire, when an employee changes positions or the
requirements for a position change. Human Resources maintain records of employee
qualifications. If any differences between the employee’s qualification and the
requirements for the job are found, training or other action is taken to provide the
employee with the necessary competence for the job. The results are then evaluated to
determine if they were effective.
All employees are trained on the relevance and importance of their activities and how
they contribute to the achievement of the quality objectives.

27. Quality Manual
Approved By Issue No. 01
Revision No. 0
Document No : Issue Date : P a g e | 27
QM-201103-01 20th March’2011
6.3 Infrastructure
Lehman Brothers Ltd Executive Management is committed to providing and maintaining
suitable facilities that are necessary to implement the Quality Management System that
will achieve conformity of product. The required infrastructure and resources are
identified, as applicable this includes: building facilities, necessary work space,
associated facilities, process equipment, information systems, communication media
and transportation. An electronic maintenance program specifies the type and the
frequency of needed maintenance, the methods for maintenance and the verification of
its completion. Executive Management ensures the timely availability of identified and
approved resources.
6.4 Work Environment
Executive Management ensures that the appropriate human and physical factors of the
work environment are considered and provided, including such factors as noise,
temperature, lighting and etc. Lehman Brothers Ltd is committed to maintain its
facilities in a safe and healthy manner establish and provide an infrastructure that is
needed to comply with product requirements.

28. Quality Manual
Approved By Issue No. 01
Revision No. 0
Document No : Issue Date : P a g e | 28
QM-201103-01 20th March’2011
7. Product realization
7.1Planning of product realization
Lehman Brothers Ltd. Identifies and plans the processes, account monitoring,
investments and servicing processes which directly affect quality. Each step of the
production process follows a predetermined plan. It expects that the process, no matter
how many steps are involved, has carefully planned and documented procedures and
that adequate check points have been designated throughout the process so as to verify
that the end product will be of satisfactory quality. The quality planning may take place
as a design project, or according to the
Quality planning procedure. The output of quality planning includes documented
quality plans, processes, procedures and design outputs.
Process control model

29. Quality Manual
Approved By Issue No. 01
Revision No. 0
Document No : Issue Date : P a g e | 29
QM-201103-01 20th March’2011
7.2Customer-related processes
7.2.1 Determination of requirements related to the product
Lehman Brothers Ltd has documented the procedures for the determination of
Requirements which are stated by the customer
Requirements which are not stated by the customer like the timely completion
and efficient workings
Statutory and regulatory requirements
Other requirements
Reviews of customer specifications are performed when received and any
requirements documented for implementation as applicable. These may take the form
of quality assurance instructions, standard comments for specific customer orders,
instructions for design implementation or the use of industry standards for design,
product fabrication, validation and/or verification processes.
7.2.2 Review of requirements related to the product
Lehman Brothers Ltd has created a formal system ensure that each commitment to
supply a product is formally reviewed and controlled. The review is conducted prior to
the commitment to supply a product and ensures that:
The requirements are adequately defined and documented.
Where the customer provides no written statement of requirements, the order
requirements are confirmed verbally before acceptance;
That Lehman Brothers Ltd has the resources to meet the defined requirements,
and that;
Any differences between the contract and the tendered quotation are resolved to
the mutualsatisfaction of the involved parties before formal acceptance of the
contract.
In the event of product/contract requirement amendments, appropriate
notification is given toaffected departments within LEHMAN BROTHERS LTD and
that relevant documentation is revised.Record requirements from these reviews
are shown on the quote, e-mails, and/or the order acknowledgement.

30. Quality Manual
Approved By Issue No. 01
Revision No. 0
Document No : Issue Date : P a g e | 30
QM-201103-01 20th March’2011
7.2.3 Customer communication
LEHMAN BROTHERS LTD recognizes the necessity for customer communication and
feedback as a major contributing element of customer satisfaction and has
implemented an effective process for communicating with customers.
LEHMAN BROTHERS LTD produces hard copy product and services catalogues and
catalogues on CD’s for each of its three divisions
LEHMAN BROTHERS LTD maintains a comprehensive website
Customers can contact LEHMAN BROTHERS LTD via phone, e-mail, fax and mail
Customer complaints are handled through the Sales Department
Customer Satisfaction Surveys are used to monitor customer satisfaction
7.3Design and development
7.3.1 Design and development planning
The company reviews and evaluates design requirements to ensure that the products
it designs and/or develops meet or exceed customer specifications. In the course of
addressing technical, logistical and financial concerns that impact the design process
activities, LEHMAN BROTHERS LTD consistently exercises its organizational interfaces.
Planning is maintained to its most current status, as appropriate, as design activities
progress.
7.3.2 Design and development inputs
LEHMAN BROTHERS LTD identifies design and development inputs and any applicable
statutory or regulatory requirements during contract review and/or customer
meetings. Ambiguous, conflicting, changing and unclear/incomplete requirements are
clarified by reviews of the design at various stages of the designing process. Design
requirements are amended to accurately capture all pertinent design input
information. Design and development inputs, where applicable, are derived from
previous similar designs and other requirements essential for design and development.

31. Quality Manual
Approved By Issue No. 01
Revision No. 0
Document No : Issue Date : P a g e | 31
QM-201103-01 20th March’2011
7.3.3 Design and development outputs
LEHMAN BROTHERS LTD captures design and development outputs in design review
minutes and customer reviews as needed. The reviews are performed specifically to
verify that design output meets or exceeds design input requirements, contains or
references acceptance criteria, and identifies characteristics of the design crucial to the
safe and proper functioning of the product. It also assures design output is reviewed
and approved prior to release. Design and development outputs provide appropriate
information for purchasing, production and for service provision. The design control
procedure assures that all pertinent data required for the product to be identified,
manufactured, inspected, used and maintained is defined.
7.3.4 Design and development review
The design control procedure assures that the appropriate stages of design, formal or
rotating documented design reviews are planned and conducted in accordance with
planned arrangements and include representatives of all functions concerned with the
design stage being reviewed, as well as other specialist personnel as required. Records
of such reviews and any necessary actions are maintained. The design control
procedure assures that consideration to the validity of design in relation to the
objectives of the design stage, actions to be taken in the event of any identified
deviation and decisions necessary for progression to the next phase.
7.3.5 Design and development verification
The design control procedure assures that at appropriate stages of design, design
verification is conducted in accordance with planned arrangements to assure the
design stage output meets the design stage input requirements. Records of design
verification and any necessary actions are maintained.
7.3.6 Design and development validation
The design control procedure assures that design validation is performed in
accordance with planned arrangements to ensure that the resulting product is capable
of meeting the requirements for the specified application or intended use, where

32. Quality Manual
Approved By Issue No. 01
Revision No. 0
Document No : Issue Date : P a g e | 32
QM-201103-01 20th March’2011
known. Wherever practicable, validation is completed prior to the delivery of
implementation of the product. Records of the results of validation and any necessary
actions are maintained.
7.3.7 Control of design and development changes
The design control procedure assures that design validation is performed in
accordance with planned arrangements to ensure that the resulting product is capable
of meeting the requirements for the specified application or intended use, where
known. Wherever practicable, validation is completed prior to the delivery of
implementation of the product. Records of the results of validation and any necessary
actions are maintained applicable verification and/or validation performed.
7.4Purchasing
7.4.1 Purchasing process
Lehman Brothers Ltd shall ensure that purchased product conforms to specified
purchase requirements. Lehman Brothers Ltd shall evaluate and select suppliers based
on their ability to supply products in accordance with Lehman Brothers Ltd’s
requirements. Records shall be maintained about the clients, investors or borrowers
regarding
- Evaluation and selection
- control of accounts
- selecting the degree of control
7.4.2 Purchasing information
Purchasing information describes the product or the service to be purchased, including
where appropriate:
Requirements for approval of product, processes, procedures, services and
equipment
Requirements for qualification of personnel
Quality management system requirements

33. Quality Manual
Approved By Issue No. 01
Revision No. 0
Document No : Issue Date : P a g e | 33
QM-201103-01 20th March’2011
The purchasing documents are reviewed to ensure the adequacy of requirements
before orders are placed with the supplier.
7.4.3 Verification of purchased product
The Purchasing procedure describes the process used to verify that
purchased product meets specified purchase requirements. If Lehman
Brothers Ltd. or the customer will perform verification at the supplier’s
premises; the verification arrangements and method of product release are
documented in the purchasing information.
7.5Production and service provision
7.5.1 Control of production and service provision
Lehman Brothers Ltd shall plan and carry out production and service provision under
controlled conditions. Controlled conditions shall include, as applicable:
• The availability of information that describes the characteristics of the product
• The availability of work instructions, as necessary
• The availability and use of monitoring and measuring devices
• The implementation of monitoring and measurement
• The implementation of release, delivery and post-delivery activities.
Controlled conditions include too:
- Documented procedures which should define:
∗The qualifications required for the person carrying out the procedure, if any
special qualifications are required
∗The preparatory steps to be taken to prepare the product for processing
∗The preparatory steps to be taken to set up any equipment
∗The steps to be taken to process the product
∗The precautions to observe
∗The settings to record.

34. Quality Manual
Approved By Issue No. 01
Revision No. 0
Document No : Issue Date : P a g e | 34
QM-201103-01 20th March’2011
- Suitable production, installation, and servicing equipment, and a suitable
working environment.
∗ Documentation from the standards that are to be maintained
∗ providing training for staff
∗ providing procedures for maintaining the equipment to these standards
∗maintenance of records of the conditions as a means of demonstrating that the
standards are being achieved.
- Compliance with reference standards/codes, quality plans and/or documented
procedures
- Monitoring and control of process parameters and product characteristics
- Approval of processes and equipment
- Workmanship criteria, can comprise:
∗a list of the equipment upon which process capability depends
∗ defined maintenance requirements specifying maintenance tasks
and their frequency
7.5.2 Validation of processes for production and service provision
LEHMAN BROTHERS LTD validates any processes for production and service provision
where the resulting output cannot be verified by subsequent monitoring or
measurement. This includes any processes where deficiencies become apparent only
after the product is in use or the service has been delivered.
Validation demonstrates the ability of these processes to achieve planned results.
7.5.3 Identification and Traceability
LEHMAN BROTHERS LTD identifies the product throughout the product realization,
identifying the product status with respect to monitoring and measurement
requirements. LEHMAN BROTHERS LTD controls and records the unique identification
of the product where ever traceability is a specified requirement.
7.5.4 Customer Property
LEHMAN BROTHERS LTD exercises care with customer property while it is under the
company’s control or being used. The work instruction, outlines the identification,
verification, protection and safeguarding of customer property provided for use. If any
customer property is lost, damaged or otherwise found to be unsuitable for use, this is
reported to the customer and records are maintained

35. Quality Manual
Approved By Issue No. 01
Revision No. 0
Document No : Issue Date : P a g e | 35
QM-201103-01 20th March’2011
7.6 Control of Monitoring and Measuring Equipment
The monitoring and measurement to be undertaken is identified and the
monitoring and measuring equipment needed to provide evidence of conformity of
product to specified requirements is determined. Measuring and monitoring
equipment is used and controlled to ensure that measurement capability is consistent
with monitoring and measurement requirements.
In addition, Quality Control reviews and records the validity of the previous
measuring results when the equipment is found not to conform to requirements.
LEHMAN BROTHERS LTD takes appropriate action on the equipment and any product
affected. Records of the results of calibration and verification are maintained. The
capability of computer software to satisfy the intended application is established prior
to initial use and reconfirmed as necessary, when used in the monitoring and
measurement of specified requirements.

36. Quality Manual
Approved By Issue No. 01
Revision No. 0
Document No : Issue Date : P a g e | 36
QM-201103-01 20th March’2011
8.MEASUREMENT, ANALYSIS AND IMPROVEMENT
8.1 GENERAL
Lehman Brothers Ltd has plan and implemented the monitoring, measurement,
analysis and improvement processes needed. This includes determination of
applicable methods, including statistical techniques, and the extent of their use.
Deviations become promptly detected by planned monitoring, measurement,
analysis and improvement before, while and after the service contribution or the
product creation and if necessary corrective actions are taken. The executed
checks should be adapted at the sequence in the work areas; the later the check
the more costly the rework. But type and scope of activities of the checks must be
economically justifiable. The application of statistical methods is possible only in
very limited measure for a ship model basin because performance essentially
consists of scientific-technical performances and products in one-off production.
8.2 MONITORING AND MEASUREMENT
8.2.1 Customer Satisfaction
Lehman Brothers Ltd monitors information relating to customer perception as to
whether the organization has met customer requirements. The measurement and
monitoring of the customer satisfaction are based on the evaluation of customer’s

37. Quality Manual
Approved By Issue No. 01
Revision No. 0
Document No : Issue Date : P a g e | 37
QM-201103-01 20th March’2011
information, which can be collected actively or passively. The methods for
obtaining and using this information shall be determined.
8.2.2 Internal Audit
Lehman Brothers Ltd conducts internal audits at planned intervals to determine
whether the quality management system:
Conforms to the planned arrangements (see 7.1), to the requirements of this
International Standard and to the quality management system requirements
established by the organization
Is effectively implemented and maintained.
An audit program has been designed and implemented and identifies an audit
schedule based on the importance of the areas to be audited, as well as the
results of previous audits. The scope of each activity audit (per the audit
schedule) is to verify compliance of that activity to the ISO 9001: 2000
elements shown on the activity matrix. The audit criteria, frequency, methods,
responsibilities and requirements for planning and conducting audits, and for
reporting and maintaining results, are defined and documented in the Internal
Audit procedure
8.2.3 Monitoring and measurement of processes
Lehman Brothers Ltd applies suitable methods for monitoring and measurement of
the quality management processes.
For the evaluation of the effectiveness of the quality management processes may
be executed on the internal audit a self-assessment for selected areas of the
organization by top management following the standard DIN EN ISO 9004

38. Quality Manual
Approved By Issue No. 01
Revision No. 0
Document No : Issue Date : P a g e | 38
QM-201103-01 20th March’2011
Appendix A. The evaluation of the requirements and expectations of the
interested parties are to be the center of attention like
- Abilities of the organization
- Response time to inquiries
- Use of technologies
- Input-output ratio.
8.2.4 Monitoring and Measurement of Product
Lehman Brothers Ltd monitors and measures the characteristics of the product to
verify that product requirements have been met. In agreement with the planned
regulations in the quality management manual chapter 7.1 "Planning of Product
Realization" in suitable phases of the product realization or service provision
checks are executed. Recordings of these checks are created in accordance with
quality management manual chapter 4.2.4 "Control of records".
The product monitoring and measurement plans should:
Identify the product to be inspected and tested
Define the specification and acceptance criteria to be used and the issue status
which applies
Define the inspection aids and test equipment to be used; standard measuring
equipment would not need to be specified as your inspectors and testers should
be trained to select the right tools for the job; any special equipment should be
identified
Define the environment for the measurements to be made if critical to
measurement accuracy

39. Quality Manual
Approved By Issue No. 01
Revision No. 0
Document No : Issue Date : P a g e | 39
QM-201103-01 20th March’2011
Identify the organization which is to per-form the inspections and tests
Make provision for the results of the inspections and test to be recorded.
8.3 CONTROL OF NONCONFORMING PRODUCT
A nonconforming product is one that does not conform to the specified
requirements. Specified requirements are either requirements prescribed by the
customer and agreed by the organization in a contract for products or ser-vices, or
are requirements prescribed by the organization which are perceived as satisfying
a market need.
Lehmann Brothers Ltd ensures their services which do not conform to customer
requirements are identified and controlled to prevent their unintended use. The
top management should empower people in the organization with the authority
and responsibility to report nonconformities at any stage of a process in order to
ensure timely detection and remedies for nonconformities. Authority for response
to nonconformities should be defined to maintain achievement of process and
customer requirements..
8.4 ANALYSIS OF DATA
Lehman Brothers Ltd determines, collects and analyses appropriate data to
demonstrate the suitability and effectiveness of the quality management system
and to evaluate. The basic data that are usually collected are increase in number of
accounts opened, increase in investment etc.
Thus this data gives the organization an idea about the
Customer satisfaction (8.2.1)

40. Quality Manual
Approved By Issue No. 01
Revision No. 0
Document No : Issue Date : P a g e | 40
QM-201103-01 20th March’2011
Conformity to service requirements (8.2.4)
Characteristics and trends of processes and products, including opportunities for
preventive action (8.2.3 and 8.2.4)
Market analysis
8.5 IMPROVEMENT
8.5.1 Continual Improvement
Identification of continual improvement needs are determined by analyzing
customer satisfaction information, product and process conformance data,
supplier performance data, internal audit results and other data and information
relevant to quality performance.
Management review considers all relevant information and defines priorities for
improving the quality system. The corrective action and/or auditing processes are
used to formally identify, respond to, verify acceptability of actions and track the
corrective action request or internal audit findings.

41. Quality Manual
Approved By Issue No. 01
Revision No. 0
Document No : Issue Date : P a g e | 41
QM-201103-01 20th March’2011
8.5.2 Corrective Action
Lehman Brothers Ltd shall take action to eliminate the cause of nonconformities in
order to prevent recurrence.
The defined corrective actions are focused on eliminating causes of
nonconformities in order to avoid recurrence. Examples of sources of information
for corrective action consideration include:
- Customer complaints
- Nonconformity reports
- Internal audit reports
- Outputs from management review
- Outputs from data analysis
- Outputs from satisfaction measurements.

42. Quality Manual
Approved By Issue No. 01
Revision No. 0
Document No : Issue Date : P a g e | 42
QM-201103-01 20th March’2011
- Relevant quality management system records
- The organization’s people
- Process measurements
- Results of self-assessment.
8.5.3 Preventive Action
Lehmann Brothers Ltd shall determine actions to eliminate the causes of potential
nonconformities in order to prevent their occurrence. Results of the evaluation of
the effectiveness and efficiency of the preventive action should be an output from
management review, and should be used as an input for the modification of plans
and as an input to the improvement processes.