Bicol State College of Applied Sciences and Technology

QUALITY MANUAL

BISCAST-QM

August 2015

Republic of the Philippines

BICOL STATE COLLEGE OF APPLIED SCIENCES AND TECHNOLOGY City of Naga Telephone No. (054) 4720416 Fax No. (054) 4720415

QUALITY MANUAL 1.0 TABLE OF CONTENTS Section No.

Description

Page

– 1.0 1.1 1.2 1.3

Cover Page Table of Contents Distribution List Scope of Quality Manual Objectives of the Quality Manual

1 2 2 2

2.0 2.1 2.2 2.3 2.4

Institution’s Profile Vision Statement Mission Statement Core Values Quality Policy

3 4 4 4 5

3.0 3.1 3.2

Business Process Flow Organizational Chart Appointment Letter

6 7 8

4.0 4.1 4.2

Quality Management System General Requirements Documentation Requirements

9 9 9

5.0 5.1 5.2 5.3 5.4 5.5 5.6

Management Responsibility Management Commitment Customer Focus Quality Policy Planning Responsibility, Authority and Communication Management Review

10 10 10 10 10 11 11

6.0 6.1 6.2 6.3 6.4

Resource Management Provision of Resources Human Resources Infrastructure Work Environment

12 12 12 12 13

7.0 7.1 7.2 7.3 7.4 7.5 7.6

Product Realization Planning of Product Realization Customer-Related Process Design and Development Purchasing Product and Service Provision Control of Monitoring and Measuring Equipment

13 13 13 13 14 14 15

8.0 8.1 8.2 8.3 8.4 8.5

Measurement, Analysis and Improvement General Monitoring and Measurement Control of Non-conforming Product Analysis of Data Improvement

15 15 15 16 17 17

BISCAST-QM August 2015

Rev. 0

Page 2 of 18

1.1

Distribution List

DEPARTMENT/POSITION Office of the President/ Quality Champion

Richard H. Cordial, PhD

Office of the Vice President forAdministration and Finance/ Quality Management Representative

Ana Sheryl Lynn S. Catura

Office of the Vice President for Academic Affairs/ Deputy Quality Management Representative

Geronima C. Valenciano, PhD

Office of the Documents and Records Controller Office of the Lead Internal Auditor Office of the Dean of College of Arts and Sciences Office of the Dean of College of Education Office of the Dean of College of Engineering and Architecture Office of the Dean of College of Trades and Technology Office of the Director for Administration and Finance Office of the Director for Advance Education Services and Quality Assurance Office of the Director for Auxiliary Services

Rose B. Magistrado, PhD Sharifa S.J. Quincose Victor J. Revilla Alex H. Navarroza, PhD Marlo M. De la Cruz, PhD Isidro R. Bola, Ph.D. Nancy S. Orgaya Marlo M. De la Cruz, Ph.D. Orbel S. Cepeda, Ph.D.

Office of the Director for Physical Plant Development and Maintenance Services

Isidro R. Bola, Ph.D.

Office of the Director for Research, Extension, Production and Enterprise Development

Analyn A. Madrid

Office of the Director for Student Development Services

1.2

NAME

Angelina N. Felizmenio

Scope of the Quality Manual This Quality Manual outlines the quality management system established by Bicol State College of Applied Sciences and Technology, also known as BISCAST, as per ISO 9001:2008 requirements and is applicable to all functions in the organization from the determination of students requirements, design and development of curriculum and syllabus, admission, registration, delivery of instruction, evaluation/assessment and graduation in the College of Arts and Sciences, College of Education, College of Engineering and Architecture, and College of Trades and Technology, to the operations of research and extension services and support services delivery units of BISCAST located at Peñafrancia Avenue, Naga City.

BISCAST-QM August 2015

Rev. 0

Page 3 of 18

1.3

Objective of the Quality Manual This Quality Manual serves as a guide and reference for all employees to provide them with a common understanding of the various institutional policies and procedures in the effective implementation of the established quality management systems.

2.0

INSTITUTION’S PROFILE The Bicol State College of Applied Sciences and Technology exists on its new mandate of providing advanced education, higher technological, professional and vocational instruction and training in the sciences, arts, education, entrepreneurship, engineering and other related courses. Furthermore, it shall also undertake research and extension services and provide progressive leadership in its areas of specification. As the only state college for Applied Sciences and Technology in the country, it requires a paradigm shift of its mission, vision, goals and objectives. Responding to the directive of the Commission on Higher Education, through its Board of Trustees, the College embarked on creating its Strategic Plan for 2013-2017. The main purpose of the strategic planning is to identify future challenges and describe the actions the College intends to take to overcome them. The plan shall also identify programs and projects that will be the focus of government’s investments and support to the college in the next five years. More importantly, the plan should focus towards the vision of the college to be a premier applied sciences and technology institution recognized as a prime mover for creativity, innovations and moulder of globally competitive graduates. Relying closely on priority programs of relevant government agencies such as the Department of Science and Technology (DOST), the Commission on Higher Education (CHED) and the National Economic Development Authority (NEDA), the Strategic plan sets its sight on primarily enhancing its curriculum by offering new and unique programs to comply with its new mandate. These programs should address the development programs of the country on poverty alleviation and economic growth. Programs should create the environment of opportunities for its graduates to engage in high-paying jobs to improve the economic status of the community members. It should include standards that are globally competitive in order to equip the graduates with capabilities at par with international standards. Hand in hand with new curricular programs is the establishment of strategic centers to cater to the research, extension and resource generation functions of the College; Center for Applied Science, Technology Innovation & Commercialization, Regional Business Resource Center, Center for Industrial Attachment Program and Foreign Language Center. Complimenting these innovations would be upgrading of laboratories and information technology and physical facilities to make them all compliant to CHED requirements and standards. The Institution is fully committed to an education model that judiciously bridges theories and practice and supports productive studies and applied researches at multiple levels, thus providing for flexible pathways that allow delivery of a wide array of credentials across a broad range of disciplines. The Institution’s Mission, Vision and Core Values recognize its duty to: (1) the law that creates it – the country, (2) the recipients of its endeavors – the inside and outside community, and (3) the achievers of its dreams – the students. It centers on total transformation and advancement that is believed to address the important social and economic issues and challenges of the region, of the nation, and later on, of the world.

BISCAST-QM August 2015

Rev. 0

Page 4 of 18

2.1

Vision Statement Aware of its responsibility to contribute to the intellectual and economic development of the overall community, the Bicol State College of Applied Sciences and Technology, envisions itself as the Premier Applied Sciences and Technology Institution in the Country.

2.2

Mission Statement In pursuit of excellence, Bicol State College of Applied Sciences and Technology is committed to: Produce quality graduates who are highly competitive and socially responsive to the needs of the community along instruction, research, extension and entrepreneurial undertakings through excellent Applied Science and Technology education.

2.3

Core Values of the Company In conjunction with its Mission and Vision, the Institutions guided by the following deeply held and shared values: Brilliance The Institution upholds the values and inculcates the passion for quality and excellence in all that it does and experience as a community. It advocates a campus environment that encourages and motivates students, faculty and staff to identify and achieve their individual goals. These it attains through proficiency of faculty, professionalism of staff and administration, relevance of curriculum, and timely delivery of instruction, research and extension programs. All these adhere to the high standards of education that are designed to meet the needs of every student. Integrity The Institution adopts a firm adherence to ethical values. This is achieved through honesty and truthfulness in every action of the students, faculty and staff in their dealings with each other or with other people inside and outside the campus. As an Institution located in a city known for good governance, it invokes upon itself the practice of transparency. Student-Centered BISCAST education shall be student-centered that is focused on each student's needs, abilities, interests, and learning styles, placing the teacher as a facilitator of learning. This classroom teaching method acknowledges student voice as central to the learning experience for every learner, and differs from many other learning methodologies. Enabled students to take a self-directed alternative to learning. By taking on a student-centered approach, the students will enjoy a more positive learning experience which will likely help them develop greater passion for learning and lead to more success in their learning endeavors. As well, this approach involves students in their overall education, creating a proactive involvement in learning. In the end, BISCAST graduates will emerge as effective enablers when they join the workforce.

BISCAST-QM August 2015

Rev. 0

Page 5 of 18

Competence It is viewed as a combination of knowledge, skills and behaviour used to improve performance; or as the state or quality of being adequately or well qualified, having the ability to perform a specific role. The BISCAST student shall be equipped with the right knowledge and skills to be able to perform his job well. While in school and at work, the student shall imbibe upon himself to value excellence, sustainability, innovation, creativity and holistic development in congruence with the college’s vision and mission. Adaptability This value focuses on the ability of the BISCAST student to co-exist harmoniously with people around him. Moreover, it pertains to the ability of the student to be able to fit his behavior according to changes in his environment. Since the college targets to produce globally competitive graduates, it is important that these graduates are not just knowledgeable and skilled, but, equally important is that they can easily adjust to different social and physical environments. They should also welcome and adapt flexibility by respecting different cultures and accepting diversities. Service-Oriented Being service-oriented implies helping or serving clients in order to meet their needs. It means focusing on discovering these needs and figuring out how to best meet them. The term client refers to both internal and external clients. It means the stakeholders: students, parents, alumni, and community, faculty and non-teaching personnel. Service-oriented means giving clients all the information they need and offer service beyond the client’s expectations. Being a government institution, it recognizes that its resources are paid for by government funds, thus it shall commit to optimal utilization of resources, consistent with strategic goals and ensure successful implementation of strategic plans. Like the holy mantra in the retail sphere, the college shall offer “service with a smile” to all its clients, ensuring that the clients will always walk away satisfied. Teamwork Teamwork is defined as the interactions of individuals, brought together for a common purpose or goal, which subordinate the needs of the individual to the needs of the group. In essence, each person on the team puts aside his or her individual needs to work towards the larger group objective. BISCAST promotes teamwork through sustained respectful working conditions among the different stakeholders through collaborative efforts towards synergistic activities. 2.4

Quality Policy BISCAST commits to provide relevant applied sciences and technology education through continuous improvement of its programs and services thereby producing satisfied graduates who are highly competitive and socially responsive.

BISCAST-QM August 2015

Rev. 0

Page 6 of 18

3.0

BUSINESS PROCESS FLOW

Business Process

Management Responsibility

Customer

Measurement, Analysis and Improvement

Resource Management

Customer

 Customer Feedback  Internal Audit  Process/Product Monitoring  Management Review

 Human Resource / Training  Infrastructure  Work Environment  Management Information System

Satisfaction

Product Realization           

Requirements

Guidance Admission Registrar Instruction Library Procurement Material Management Calibration Design and Development Cash Management Medical/Dental Clinic

Satisfaction

Continual Improvement

Requirements

BISCAST-QM August 2015

Rev. 0

Page 7 of 18

3.1

Organizational chart

BISCAST-QM August 2015

Rev. 0

Page 8 of 18

3.2 Appointment Letter

Appointment of Quality Management Representative (QMR) I hereby appoint Ms. Ana Sheryl Lynn S. Catura to be the Quality Management Representative effective June 1, 2015 in which her responsibilities and authorities are as follows in addition to his functions as Vice President for Administrative and Finance: a) ensures that a quality management systems are established, implemented and maintained in accordance with the ISO 9001:2008 international standards; b) shall report on the performance of the quality management system to the management for review and as a basis for improvement of the system; c) ensures the promotion of awareness of customer requirements throughout the organization; d) shall act as liaison with external parties on matters relating to the quality management system; and e) shall manage the audit program as per ISO19011:2011.

Approved by: RICHARD H. CORDIAL, PhD President

BISCAST-QM August 2015

Rev. 0

Page 9 of 18

4.0

QUALITY MANAGEMENT SYSTEM 4.1

4.2

General Requirements 

BISCAST has established, documented, implemented and maintained a quality management system as per requirements of the international standards and as a means of assuring its present and future customers that its products and services conform to the specified requirements.



Through the quality manual, procedure manual, service pledges, international standards, work instructions, statutory and regulatory requirements such as but not limited to Commission on Higher Education (CHED) requirements, CHED Memorandum Orders (CMOs), Department of Budget and Management (DBM) requirements, Civil Service Commission (CSC) requirements, Commission on Audit (COA) requirements. All processes, its sequences and interactions are determined including the criteria and methods of control, to ensure its effectiveness.



Management review and internal quality audits are conducted to monitor and measure the effectiveness of the quality system. Results of these monitoring and measurements are analysed and when necessary, actions are implemented and resources are provided for continual improvement.



BISCAST does not outsource any processes needed for its quality management system (QMS). All processes and activities in its core operations are being done within and by the organization. Documentation Requirements 4.2.1

General 

BISCAST ensures that its quality management system has a documented quality policy posted in appropriate locations, a quality manual, quality objectives/strategies/action plans, documented procedures and records as required by the international standard and the organizational process.



The documentation structure as follows: Level 1- Quality Manual, Quality Policy and Quality Objectives Level 2- Procedures Manual Level 3- College Code, Work instructions, standards, applicable statutory, regulatory requirements, policies, service pledges, supporting reference documents and records.

4.2.2

Quality Manual 

BISCAST has established and maintains a quality manual that describes the scope of the quality management system of the organization. It does not have any exclusion.



The quality manual also contains the description of the processes, its interactions and references of the documented procedures. Refer to all context of this manual.

BISCAST-QM August 2015

Rev. 0

Page 10 of 18

4.2.3

Control of Documents 

BISCAST has established a documented procedure which ensures the necessary control on the approval, issuance, review, update and reapproval of documents, identification of the changes made and current revision status, availability of the documents at point of use, legibility, identification and control of external and obsolete documents. Refer to Doc. no. BISCAST-PM-01, Control of Documents and Records

4.2.4

Control of Records 

BISCAST has established and maintained a documented procedure which defines control necessary for the identification, storage, protection, retrieval, legibility, retention time and disposition of records. Refer to Doc. no. BISCAST-PM-01, Control of Documents and Records, National Archive of the Philippines

5.0

MANAGEMENT RESPONSIBILITY 5.1

Management Commitment BISCAST through the established quality policy, quality objectives, and management review meetings, strategic planning and communicating to the educational organization the importance of meeting student/customer needs, as well as statutory and regulatory requirements, will demonstrate its commitment to the implementation and effectiveness of the quality system. Refer to all associated documents and records as above mentioned.

5.2

Customer Focus BISCAST determines its customer requirements through the documented curriculum, with well-defined learning outcomes, cost per unit and admission requirements. It enhances customer expectation and satisfaction through customer satisfaction survey/ analysis conducted every end of semester.

5.3

Quality Policy BISCAST has established and documented a quality policy which serves as a framework on the set quality objectives. This is being reviewed once a year to check its suitability in the organization and communicated to all levels and functions in the organization through awareness for proper understanding and implementation of all its employees. This quality policy is also posted at appropriate locations in the organization. Refer to section 2.4, Quality Policy

5.4

Planning 5.4.1

Quality Objectives Quality objectives are established at relevant functions and levels within the organization to satisfy customer requirements, for continual improvement, and effectiveness of the quality management system.

BISCAST-QM August 2015

Rev. 0

Page 11 of 18

Refer to the quality objectives established for the year. 5.4.2

Quality Management System Planning BISCAST carries out the quality management system planning through the annual Work and Financial Plan, and action plans for the achievement of the quality objectives. Refer to all applicable documents and records as specifically mentioned.

5.5

Responsibility, Authority and Communication 5.5.1

Responsibility and Authority BISCAST organizational chart is shown in section 3.1 of this document. The responsibilities and authorities of employees involved in the organization are defined in the designations/appointments and are communicated with acknowledgement by the employees. Refer to Personnel 201 files for more details of job description ofall personnel.

5.5.2

Management Representative BISCAST has appointed a Quality Management Representative (QMR) whose main responsibility and authority is described in the QMR designation letter. Refer to section 3.2.

5.5.3

Internal Communication BISCAST has established appropriate communication processes such as but not limited to regular meetings with different departments/levels in the organization, awareness, trainings, memoranda, school publications, e-mails, inter-office memos, circulars, information boards, etc. to share information to ensure the effectiveness of the quality management system.

5.6

Management Review 5.6.1

General Management review is conducted at least minimum once a year preferably after Internal Audit, and as the need arises, to discuss and assess problems and effectiveness in the fulfilment of requirements and indicators of the quality management system and opportunities for improvement.

5.6.2

Review Input The minimum agenda of the management review are as follows but not limited to: results of audits, customer feedback, process performance and product conformity, status of preventions and corrective actions, follow-up actions from previous management review, changes that could affect the quality management system and recommendations for improvement. Refer to the management review minutes of the meeting.

BISCAST-QM August 2015

Rev. 0

Page 12 of 18

5.6.3

Review Output As a result of the management review, decisions and actions are made from the top management in relation to the resources needed and the improvement of quality management system effectiveness, its processes and product requirements. Refer to the management review minutes of the meeting.

6.0

RESOURCE MANAGEMENT 6.1

Provision of Resources To enhance customer satisfaction and ensure that quality management system is implemented, maintained and improved, an annual budget planning is convened by the President for the determination and provision of necessary resources to support this objective. Refer to the Annual Budget Plan.

6.2

Human Resources 6.2.1

General BISCAST ensures that instructional and supporting personnel and all other personnel performing any task in the quality management system are competent in their assigned task and are hired based on the qualification standards set by the CSC. Refer to Doc. No. ________, Hiring process.(WI)

6.2.2

Competence, Awareness and Training 

BISCAST determines the necessary competence for personnel through experience, skills, training and education.



Regular meetings are conducted in different departments on the awareness and the achievement of set established quality objectives and goals.



All appropriate records are filed and maintained in accordance to control of document and records doc. no.______________.

Refer to Doc. No.________________ Training process (WI) 6.3

Infrastructure BISCAST determines, provides and maintains the infrastructure needed to achieve conformity to product/service requirements through the preventive maintenance plan and checklists for the following but not limited to buildings, working spaces, classrooms, laboratories, workshops, libraries, green areas, water, electricity, lavatories, health services, equipment used for teaching-learning process, transport, internet services, telecommunication and other associated utilities. Refer to preventive and corrective maintenance records.

BISCAST-QM August 2015

Rev. 0

Page 13 of 18

6.4

Work Environment BISCAST defines and manages the work environment through instructions for safety rules and guidance, the use of personal protective equipment, preventive maintenance plans and checklists in relation to lighting, hygiene, sanitation, environmental conditions for learning such as temperature, humidity, noise, pollution, ventilation and ergonomics. Refer to all associated documents and records.

7.0

PRODUCT REALIZATION 7.1

Planning of Product Realization BISCAST plans and develops all the processes needed for the realization of product/service such as, but not limited to the established quality objectives, designing and developing curricula and syllabi, establishment of research areas or projects, providing library, management information system (MIS) and other services, admitting of candidates, classroom allocations, laboratories, maintaining facilities, supply office, purchasing/acquiring materials and other resources, finance management, assessment and evaluation methods, training/hiring. Refer to all associated documents and records which are maintained as per control of documents and records procedure.

7.2

Customer-Related Processes 7.2.1

Determination of Requirements Related to the Product Product/service requirements including delivery activities are defined to meet academic, professional and society’s expectation through the approved curricula and syllabi, as per CHED requirements. Refer to Doc. No. ______________.

7.2.2

Review of Requirements Related to the Product Review of requirements including amendments in relation to curriculum is handled by the College Curriculum Committee and endorsed to the Academic Council and finally to the Board of Trustees (BOT). For syllabus, these are reviewed by the deans or the department heads per college. In case of revised curriculum, same process shall be followed.

7.2.3

Customer Communication Customer communication is done either by the following but not limited to phone, in person or official written communication, meetings, newsletters, announcements, customer satisfaction feedback including complaints. Refer to associated documents and records as mentioned.

7.3

Design and Development In design and developing of the curriculum plan, BISCAST considers the benefit of the students and other stakeholders. All activities are done appropriate to the purpose and duration of the education.

BISCAST-QM August 2015

Rev. 0

Page 14 of 18

All procedures are ensured that instruction materials match with the requirements. Equipment used for any instructional purposes are also calibrated. Assessments and test examinations are conducted to determine how instruction can help students competent, how new requirements can be met, specific measures on effectiveness of instruction and if skills taught match the curricular requirements. Inputs to the design curricula includes but not limited to the following; prerequisites/co-requisites of courses, required competence of teachers, certification, licenses or occupational requirements and data on research, applicable statutory and regulatory requirements, and previous curricular design/offerings. 7.4

Purchasing 7.4.1

Purchasing Process 

BISCAST ensures that all purchased product and services are in conformance with the requirements of the Procurement Act RA 9184 and as per approved purchase requisition and purchase order. Refer to Procurement Act RA 9184 and Purchasing process.



Selection criteria and evaluation, re-evaluation of suppliers are described as per (form title and form no.) and (form title and form no.).

Refer to Doc. No. ______________ (WI), Procurement Act RA 9184. 7.4.2

Purchasing Information All products and services to be acquired are described on the purchase requisitions, performance or delivery contracts and purchase/sales orders/sales invoice. Prior to communication with the suppliers, the adequacy of purchased requirements is ensured by the purchasing department. Refer to Purchase Requests, Purchase Orders and Delivery Receipts.

7.4.3

Verification of Purchased Product BISCAST has established and implemented inspection activities to ensure that products purchased and infrastructure projects are in accordance to requirements as specified in the purchase request/purchase order/contract. Refer to Doc. No. _______________ (WI) (Inspection and Acceptance)

7.5

Production and Service Provision 7.5.1

Control of Production and Service Provision Service provision are planned and carried-out through the work instructions, documented procedures, service contracts and agreements, maintenance plans and inspection plans. Refer to all applicable documented procedures and work instructions as reflected in the documents masterlist.

BISCAST-QM August 2015

Rev. 0

Page 15 of 18

7.5.2

Validation of Processes for Production and Service Provision BISCAST applies validation of process for its service provision in case educational service cannot be carried out such as administration of enrolment and assessment, record management and educational programs. This is documented through design and development validation results of curricula and syllabus, equipment approval and teachers’ qualifications, course notes and examination papers, and records data. Refer to all associated documents and records as mentioned.

7.5.3

Identification and Traceability BISCAST ensures that products/materials, equipmentand students are identified and traceable as per student identification, course, schedules, academic units, laboratory equipment number, asset property tag, item identification and research contracts as applicable. Refer to all mentioned applicable documents and records.

7.5.4

Customer Property BISCAST protects, identifies and verifies customer property under its control. In case of its loss and damage or found unsuitable for use, the customer is informed and records are maintained. Customer properties are as follows but not limited to certificates, diplomas, personal ID, birth certificate, intellectual property agreements, medical exams, studies or certificates, exams, tests or paperwork, final works, prototypes developed, applications, and records of registration.

7.5.5

Preservation of Product Warehousing regulations such as receiving, handling, storage, packaging and protection of product applies to academic documents such as syllabus, curricula, printed or electronic materials, chemicals and raw materials for laboratories, video tapes, compact disks, books, computer programs, equipment, and office supplies. Refer to Doc. no. __________________ (WI) Supply Office Procedure.

7.6

Control of Monitoring and Measuring Equipment BISCAST has determined necessary equipment intended for calibration. These are equipment used in the laboratories and medical clinics as applicable. These equipment are sent for outside calibration of a third party calibrating body at defined intervals. Refer to all calibration records.

8.0

MEASUREMENT, ANALYSIS AND IMPROVEMENT 8.1

General BISCASTplans and implements the monitoring, measurement, analysis and improvement process as a result of the objectives against actualization, progress reports, customer satisfaction surveys, internal quality audits and inputs to continual improvements of the quality management system.

BISCAST-QM August 2015

Rev. 0

Page 16 of 18

8.2

Monitoring and Measurement 8.2.1

Customer Satisfaction Customer satisfaction is being monitored through the customer satisfaction survey/analysis conducted in the whole college every semester. Results of these surveys are analyzed for continual improvement process. Refer to customer satisfaction survey/ analysis.

8.2.2

Internal Quality Audit Internal quality audits are being conducted at planned intervals at least once a year to determine whether the quality management system is effectively implemented and maintained in accordance to planned arrangements and to the requirements of the standard. Refer to doc. no. BISCAST-PM-02, Internal Quality Audit.

8.2.3

Monitoring and Measurement of Processes Processes are monitored and measured as per target quality objectives/goals against actual performance per month. These are discussed in regular scheduled meetings. All non-conformities (unmet targets) found as a result of the audit shall be subjected to correction and corrective actions to ensure conformity to product/service. Refer to performance monitoring of the quality objectivesand Nonconformity, Corrective/Preventive Action Reports (NCPAR).

8.2.4

Monitoring and Measurement of Product BISCAST monitors and measures the product/service to ensure that curriculum requirements are met through observation of performance, assessments, tests or examinations as per planned arrangements and acceptance criteria. Results of these evaluations are documented to demonstrate that the educational products achieved the planned objectives. Refer to applicable documents and records.

8.3

Control of Non-Conforming Product BISCAST has established a documented procedure for the insurance and control of non-conformities such as materials, supplies, service, system and process related. Refer to Doc. no. BISCAST-PM-03, Control of Non-conformance and Corrective/ Preventive Action.

BISCAST-QM August 2015

Rev. 0

Page 17 of 18

8.4

Analysis of Data Analysis of appropriate data is done to demonstrate the effectiveness of the quality management system and for its continual improvement. This includes all necessary results of monitoring and measurements such as internal quality audits, process performance, customer complaints, and service conformities including customer satisfaction. Refer to applicable records.

8.5

Improvement 8.5.1

Continual Improvement BISCAST will continue to improve its quality management system through management review meetings, regular monitoring of the quality objectives, internal quality audits, customer feedbacks, analyzed data, and corrective and preventive actions.

8.5.2

Corrective Action BISCAST has established, implemented and maintained a documented procedure for corrective action. Refer to Doc. no. BISCAST-PM-03, Control of Non-conformance and Corrective/Preventive Action.

8.5.3

Preventive Action BISCAST has established, implemented and maintained a documented procedure for preventive action. Refer to Doc. no. BISCAST-PM-03, Control of Nonconformance and Corrective/Preventive Action.

REFERENCES: ISO 9001:2008 – International Standard (Quality Management Systems Requirements) ISO 19011:2011 – Guidelines for Auditing Management Systems All documents and records as per Documents Master List

Reviewed by:

Approved by:

ANA SHERYL LYNN S. CATURA

RICHARD H. CORDIAL, PhD

Quality Management Representative

College President

BISCAST-QM August 2015

Rev. 0

Page 18 of 18

BISCAST-QM August 2015

Rev. 0

Page 19 of 18