D E P A R T M E N T O F S C I E N C E AND T E C H N O L O G Y NATIONAL CAPITAL R E G I O N
Q U A L I T Y MANUAL COPY # 2
D E P A R T M E N T O F S C I E N C E AND T E C H N O L O G Y DOST-National Capital Region
QUALITY MANUAL SECTION
U S E R ' S GUIDE
SUBJECT
FOREWORD
DOCUMENT CODE
QM-QMS 01-01
REVISION NUMBER
2
PAGE NUMBER
1 OF1
EFFECTIViTY DATE
1 October 2017
The adoption of Quality Management System is a strategic decision of any organization to promote the confidence of its business partners and the public, because of the highly competitive business environment. In view of this, the Department of Science and Technology ( D O S T ) approved the implementation of D O S T - G I A "Project 3: Establishment and Implementation of Quality Management System in Accordance with I S O 9 0 0 1 " under the D O S T - G I A program "Establishment Implementation and Maintenance of Management Systems in all D O S T RDIs and Regional Offices": The said project is also in consonance with Executive Order No. 605, "Institutionalizing the Structure, Mechanisms and Standards to implement the Government Quality Management Program, Amending for the Purpose Administrative Order No. 1 6 1 , S . 2006 which w a s issued by President Gloria Macapagal-Arroyo on 23 February 2007, directing all government agencies to adopt the ISO 9001:2000 Quality Management System a s part of a government-wide quality management program. Aligned with this initiative, the D O S T N C R has undertaken actions that help secure and strengthen its position a s a service provider. The D O S T N C R Regional Office w a s given the functions and responsibilities to support local scientific and technological initiatives, develop local capability to achieve technological self-reliance, and promote public and private sector partnership to take productive role in research and development (R&D) activities.
Thus, to further ensure the continuous delivery of efficient and effective service in the region, D O S T N C R opted to establish, implement and maintain a quality management system in conformance with I S O 9001:2000 for the implementation of its technical operations. *With the release of the improved version *9001:2015"* Quality Management Standard customer relationships. ^ *
of ISO 9001 standard the office has adopt to enhance customer satisfaction in su
COISITROLLEO
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D E P A R T M E N T O F S C I E N C E AND T E C H N O L O G Y DOST-National Capital Region
tUALITY MANUAL U S E R ' S GUIDE
SECTION
DOCUMENT CODE
QM-QMS 01-02
REVISION NUMBER
3
P A G E NUMBER
1 OF 2
EFFECTIVITY DATE
1 October 2017
TABLE O F CONTENTS
SUBJECT
Section
No. Of Pages
Subject
01
U S E R ' S GUIDE 01 02 03 04 05 06
02
Foreword Table of Contents Objectives of the Quality Manual Authorization for the Implennentation/Updating Distribution of the Quality Manual Coding System for the Quality Manual
Responsibility
DEFINITION O F T E R M S 01
03
Definition of Terms COMPANY P R O F I L E
01 02
Company Background Information Organizational Structure C O N T E X T O F THE ORGANIZATION
04 01 02 03 04
Understanding D O S T - N C R and Its Context Understanding the Needs and Expectations of Interested Parties Scope of the Quality Management System Quality Management System and Its Processes LEADERSHIP
05 01 02 03
Leadership and Commitment Quality Policy Organizational Roles, Responsibilities and Authorities
06 Planning 01 02 03 07
Actions to Address Risks and Opportunities Quality Objectives and Planning to AQhlavfiJIbem. Planning of Chanc es SUPPORT
01 02 03
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Resources Competence Awareness
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QUALITY MANUAL U S E R ' S GUIDE
SECTION
DOCUMENT CODE
QM-QMS 01-02
REVISION NUMBER
3
PAGE NUMBER
2 OF 2
EFFECTIViTY DATE
1 October 2017
TABLE OF CONTENTS
SUBJECT Section
Subject 04 05
08
No. of Pages
Communication Documented Infonnation
1 3
OPERATIONS 01 02 03 04 05 06 07
09
Operational Planning and Control Requirements for Products and Services Design and Development Control of Externally Provided Products and Services Production and Service Provision Release of Products and Services Control of Non-conforming Product
1 2 3 1 2 1 1
P E R F O R M A N C E EVALUATION 01 02 03
10
Monitoring. Measurement, Analysis and Evaluation Internal Audit Management Review
1 1 1
IMPROVEMENT 01 02 03
General Nonconformity and Corrective Action Continual Improvement
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QUALITY MANUAL SECTION SUBJECT
USER'S GUIDE
DOCUMENT CODE
QM-QMS 01-03
REVISION NUMBER
2
PAGE NUMBER
1 OF1
EFFECTIVITY DATE
1 October 2017
O B J E C T I V E S O F T H E Q U A L I T Y MANUAL
The Quality Manual is documented
the follov/ing objectives:
•
T o provide consistent information, Quality Management System;
both internally and externally, about
•
T o demonstrate to the customers, suppliers, stakeholders and other interested parties, the ability of the D O S T - N C R ' s established Quality Management System in meeting their requirements and expectations;
•
T o provide a documented system which serves as a basis for auditing the implementation and effectiveness of the Q M S ;
•
T o provide continuity of the company's Q M S and its requirements during changing circumstances;
•
To demonstrate compliance with the requirements of *ISO this Q M S is based.
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DOST-NCR
9001:2015^* standard to which
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QUAUTY MANUAL SECTION
USER'S GUIDE
DOCUMENT C O D E
QM-QMS 01-04
REVISION NUMBER
0
P A G E NUMBER
1 OF1
E F F E C T I V I T Y DATE
16 October 2008
AUTHORIZATION FOR THE IMPLEMENTATION/ UPDATING RESPONSIBILITY
SUBJECT
Implementation of the contents of the manual is authorized and approved by the Regional Director, effective on the date specified in the manual. The Regional Director entrusts the responsibility for the preparation, distribution and the maintenance or revision of the Quality Manual to the Quality Management Representative (QMR). The introduction of new processes, changes in policies and management structure may necessitate amendments and shall be referred to QMR for review and consideration. The Regional Director shall approve and authorize implementation of the revisions proposed by the QMR. The Document Custodian maintains a history of revisions and a file of superseded documents. The specimen signatures of Regional Director, Quality Management Representative, Document Custodian and Internal Audit Group Head appear in R-01 List of Specimen Signatures.
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DEPARTMENT OF SCIENCE AND TECHNOLOGY DOST-National Capital Region
QUAUTY MANUAL U S E R ' S GUIDE
SECTION
DOCUMENT CODE
QM-QMS 01-05
REVISION NUMBER
3
P A G E NUMBER
1 OF 1 18 February 2013
EFFECTIVITY DATE
DISTRIBUTION OF THE QUALITY MANUAL
SUBJECT
The Quality Manual is distributed as follows:
COPY NO. Original
REMARKS
COPY HOLDER Document Custodian
Whole Manual
1
Regional Director
-do-
2
Quality Management Representative
-do-
3
Head, Internal Audit Group
-do-
4
*ARD^*, Finance and Administrative Services
-do-
5
"Information and Communication
-do-
6
"TOD"**, Technical Operating Division
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QUAUTY MANUAL USER'S GUIDE
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DOCUMENTCODE
QM-QMS 01-06
REVISION NUMBER
0
P A G E NUMBER
1 OF1
E F F E C T I V I T Y DATE
16 October 2008
CODING SYSTEM FOR THE QUALITY MANUAL
SUBJECT
An alpha-numeric coding system is being followed In the Quality Manual as shown:
QM-QMS 01 - 06
Subject of the Manual/Document Number Section of the Manual Quality Management System Type of Manual
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QUAUTY MANUAL
QM-QMS 02-01
R E V I S I O N NUMBER
3
P A G E NUMBER
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DEFINITION OF T E R M S
SECTION SUBJECT
DOCUMENT C O D E
EFFECTIVITY DATE
01 October 2017
DEFINITION OF TERMS
The basis for the definition of terms is *ISO shall be used in this Manual.
DOST
9000:2015^* standard. The following abbreviations
Department of Science and Technology
DOST CO
Department of Science and Technology Central Office
DOST NCR
Department of Science and Technology National Capital Region
TOD
Technical Operations Division
FAS
Finance and Administrative Services
QMR
Quality Management Representative
QMS
Quality Management System
DC
Document Custodian
QM
Quality Manual
PM
Procedures Manual
Wl
Work Instructions
NCAR
Nonconformity and Corrective Action Report
*ARD
Assistant
Regional Director^ *
BAC
Bids and Awards Committee
*70
Technical
/C
Operations^*
Information and Communication ^*
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DEPARTMENT O F SCIENCE AND TECHNOLOGY DOST-National Capital Region
QUAUTY MANUAL COMPANY P R O F I L E
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DOCUMENT C O D E
QM-QMS 03-01
R E V I S I O N NUMBER
2
P A G E NUMBER
1 OF 2
EFFECTIVITY DATE
18 February 2013
COMPANY BACKGROUND INFORMATION
SUBJECT
The Department of Science and Technology (DOST) started as the National Science Development Board (NSDB), which was created on 13 June 1958 by Republic Act No. 2067 (RA2067), otherwise known as the Science Act of 1958, tasked to provide central direction, leadership, and coordination of all S&T activities in the country a s well as formulating S&T policies, programs, and projects in support of national development priorities. On 17 March 1982, NSDB was reorganized into the National Science and Technology Authority (NSTA) by virtue of Executive Order no. 784 (E0784) and vested with broader policy-making and program implementing functions. It was on 30 January 1987 when NSTA was elevated to the Department of Science and Technology (DOST), pursuant to Executive Order 128 (E0128). DOST's functions and responsibilities were further expanded to enable it to effectively pursue the declared state policy to support local scientific and technological efforts, develop local capability to achieve technological self-reliance, promote public and private sector partnership in S&T activities, and encourage the private sector to take a greater role in research and development activities. Pursuant to the provisions of Section 31 of E O 128, the DOST is also authorized to establish regional or field extension offices as may be necessary. Three years later, the Provincial S&T Centers ( P S T C s ) were created through Republic Act No. 6959 on July 31, 1990, which lead to the establishment of P S T C s in every province of the country attached under the Regional Offices. In 2004, the number of regional offices was increased to fifteen (15) due to the full operation of DOST-National Capital Region. Currently, DOST already has seventeen (17) Regional Offices, eighty seven (87) P S T C s in all provinces and four (4) cluster areas in NCR.
Mandated Core Functions A s per D O S T Administrative Order No. 002 Series of 1989, the DOST Regional Offices shall be the focal points for the planning and implementation of S&T programs and projects in the regions. Specifically, each regional office shall assume the following functions: 1.
Identify the needs and opportunities in S&T in the region;
2.
Formulate a regional S&T plan consistent with and supportive of the regional and national development S&T plans;
3.
Plan and implement programs and projects on R&D and the delivery of S&T services;
4.
Monitor and coordinate programs and projects of DOST Councils, Institutes and support agencies in the region;
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QUAUTY MANUAL COMPANY P R O F I L E
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DOCUMENTCODE
QM-QMS 03-01
R E V I S I O N NUMBER
2
P A G E NUMBER
2 OF 2
EFFECTIVITY DATE
18 February 2013
COMPANY BACKGROUND INFORMATION
SUBJECT
5.
Develop institutional linkages v\^tth Regional Offices, other agencies, and local government and private organizations or entities for the effective planning and implementation of S&T programs in the region; and
6.
Perform such other functions as may be directed by higher authorities as provided by law.
Rationalized Core Functions In accordance with the mandate of law and in response to the identified needs of specific regions, the DOST Regional Offices are tasked to: 1.
Identify the needs and opportunities in Science &Technology (S&T) in the region;
2.
Formulate and implement a regional S&T plan consistent with and supportive of regional and national S&T development thrusts;
3.
Provide S&T interventions to Micro. Small and Medium Enterprises (MSME's) in the regions to improve their productivity and competitiveness in both local and international markets through the Small Enterprises Technology Upgrading Program ( S E T - U P ) , the banner program of DOST for technology transfer and commercialization.
DOST NCR Vision
*DOST~NCR envisions *to be the leading^* "growth center" *in the National Capital Region technological innovation *& adoption of S&T contributing significantly^* to enhance p and competitiveness of the industry and "spearheads^* the application of Science Technology as a way of life. ^*
DOST NCR Mission
Committed to provide honest, "effective and appropriate^* S&T service by "facilitating^* th adoption of technological innovations and continuously advocating for a vibrant S&T culture.
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DOCUMENT CODE
QM-QMS 03-02
REVISION NUMBER
5
P A G E NUMBER
1 OF 2
EFFECTIVITY DATE
1 October 2017
QUALITY MANUAL COMPANY P R O F I L E
SECTION SUBJECT
ORGANIZATIONAL S T R U C T U R E
Organizational Structure The Regional Office is headed by the Regional Director. There are two (2) divisions under the Office of the Regional Director; the Technical Operations Division (TOD) and the Finance and Administrative Services (FAS). The Technical Operations Division (TOD) is headed by the *ARD* for Technical Operations. The *ARD for TO* supervises all activities of the Technical Operations Division, the Cluster Managers, which supervise S&T activities in the four cluster areas, and the program managers who act as the focal persons/process owners for the different programs, projects and activities undertaken by the office. The *ARD for TO*, Cluster Managers and Program Managers are also supported by a Technical Staff. The Finance and Administrative Services (FAS) is headed by the *ARD* for Finance and Administrative Services. *The FAS performs the necessary budget, supply, property, accounting and human resource support functions and activities of DOST NCR. *
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Services)
R e c o r d s Management
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Budget (Budget Officer)
Supply and Property (Supply Officer Designate)
Q U A U T Y MANAGEME^gT R E P R E S E N T A T I V E
Technical and Consultancy S e r v (Program, Managers for Food S Production, Energy Audit, Assistance, M P E X )
Tectinology Trainings (Program Manager Design
Packaging and Labeling (Program Manager Design
Technic
Regional Technical Evaluation Committee/DOST-WCR
Technical Ooerations)
REGIONAL DIRECTOR
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(Cluster Managers, 4 Cluster A r e a s )
Cluster Area/S&T Centers
CO
(Administrative Assistant)
Technical Operations
{ R e g i o n a l Director)
Office of the Regional Director
Functional Organizational Chart
Quality and Project Management Office (Planning, IVIonltoring and Special Projects)
Human R e s o u r c e (Human Resource Officer)
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ORGANIZATIONAL S T R U C T U R E
COMPANY PROFILE
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QM-QMS 03-02
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QUALITY MANUAL
Finance and Administrative Services
SUBJECT
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DEPARTMENT OF SCIENCE AND TECHNOLOGY DOST-National Capital Region
DEPARTMENT OF SCIENCE AND TECHNOLOGY DOST-National Capital Region
QUALITY MANUAL SECTION
CONTEXT O F THE ORGANIZATION
SUBJECT
UNDERSTANDING DOST-NCR
DOCUMENT C O D E
QM-QMS 04-01
R E V I S I O N NUMBER
0
P A G E NUMBER
1 OF1
EFFECTIVITY DATE
01 OCTOBER 2017
[ AND ITS CONTEXT
As an attached agency of the DOST, and in view of its mandate as specified in DOST AO 002. Series of 1989, DOST-NCR ensures that its directions are consistent with the Medium term Philippine Development Plan. DOST Strategic Plan and priority areas, the needs of stakeholders in the region, and its mission and vision. The DOST-NCR has determined the external and internal issues, which can be positive or negative factors or conditions for consideration, that are relevant to its purpose and strategic directions and that affect its ability to achieve the intended results of its quality management systems. The DOST-NCR considers i s s u e s arising from legal, technological, competitive, market, cultural, social and economic environments in the determination of external issues. Further, it considers i s s u e s related to values, culture, knowledge and performance of the organization in understanding its internal context
DOST-NCR monitors and reviews information on internal and external issues at least annually.
REFERENCE: •
Minutes of Strategic Planning
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QUALITY MANUAL CONTEXT O F THE ORGANIZATION
SECTION SUBJECT
DOCUMENT C O D E
QM-QMS 04-02
R E V I S I O N NUMBER
0
P A G E NUMBER
1 OF 1
EFFECTIVITY DATE
01 OCTOBER 2017
UNDERSTANDING THE NEEDS AND EXPECTATIONS OF INTERESTED PARTIES
DOST-NCR has determined the interested parties and their requirements that are relevant to its quality management systems. Their effect on DOST-NCR's ability to consistently provide products and services that meet customer and applicable statutory and regulatory requirements are considered. Further, DOST-NCR monitors and reviews the information on interested parties and relevant requirements at least annually. DOST-NCR's stakeholders include micro, small and medium enterprises (MSMEs) in the priority industry sectors such as food, metals and engineering, furniture, GDH, agriculture, health and wellness, electronics and ICT, and other regional priority industries identified by the Department of Trade and Industry-NCR. The academe, local government units, civil society organizations and partner agencies in the government are also part of DOST-NCR's key communities.
REFERENCE: • •
Minutes of Strategic Planning Registry of Interested Parties and requirements
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QUALITY MANUAL CONTEXT OF THE ORGANIZATION
SECTION SUBJECT
DOCUMENT C O D E
QM-QMS 04-03
R E V I S I O N NUMBER
0
P A G E NUMBER
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EFFECTIVITY DATE
01 October 2017
S C O P E OF THE QUALITY MANAGEMENT S Y S T E M
The Quality Management System of DOST NCR located at DOST Compound, Bicutan, Taguig City has the following scope: Provision of scientific and technology transfer services, and science promotion and science and technology information dissemination
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QUALITY MANUAL SECTION SUBJECT
CONTEXT OF T H E ORGANIZATION
DOCUMENT C O D E
QM-QMS 04-04
REVISION NUMBER
3
PAGE NUMBER
1 OF 3
EFFECTIVITY DATE
01 October 2017
QUALITY MANAGEMENT S Y S T E M AND ITS PROCESSES
DOST N C R has established, implemented and maintained a quality management system and continually improves its effectiveness in accordance v^/ith the requirements of *fSO 9001:2015.^*
The Quality Management System of DOST NCR covers processes involving determining customer requirements, "needs and expectations of relevant interested parties, and internal external issues relevant to the organization^*; planning and "managing the different sup operational* activities involved to meet the requirements and expectations of its customers; and conducting *performance^* evaluation and improvement activities to enhance customer satisfaction "in the delivery of products and services^". "At the front and center of processes is the leadership and commitment of the top management^* The diagram below illustrates the basic QMS processes: Support "Processes^": Finance and Admin Resources "Procurement and''* Maintenance Human Resources *and Organizational Knowledge^* "Monitoring and Measuring Devices "Organization and Its Context^"
Customer Requirements
"Needs and Expectations of Relevant Interested Partiest^"
"Operational Processes^* Technology Transfer * S&T Services S&T Promotionsi^*
"Planning
Customer Satisfaction "Performance Evaluation (Internal Audit, management Review, Customer " ^ " ^ o ducts Satisfaction, and Customer Services Complaints analysis and Evaluationp*
"Leadership
(Including Risk AnalvsIsP*
"Imorovement^"
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QUAUTY MANUAL CONTEXT OF THE ORGANIZATION
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DOCUMENT C O D E
QM-QMS 04-04
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EFFECTIVITY DATE
01 October 2017
QUALITY MANAGEMENT S Y S T E M AND ITS PROCESSES
SUBJECT
D O S T NCR has "determined^* the processes needed for its QMS and their application throughout the organization and have determined *tfie inputs required and outputs expected from ttiese processes, as well as^* the sequence and interaction of these processes. The criteria and methods needed to ensure the effectiveness of both the operation and control of these processes are established "including monitoring and measurement, responsibilities and authorities^* related performance measures. *The resources needed are lit
"Further, DOST-NCR ensures that risl
TECHNICAL OPERATIONS P R O C E S S E S • Handling of Customer's *lnquiry^* and Request for S&T Intervention • *Preparation and Handling of Proposals and Approved Projects under SETUP Funding^* • "Preparation and Handling of Proposals and Approved Projects under Region GIA Funding^* • Implementation of Technology Trainings • Conduct of Technical and Consultancy Services • Packaging and Labeling Assistance • Handling of Customer Supplied Materials • Designing Training Programs • "Design and Development of Information Systems^* • *Website Content Management^* • Handling of Costumer Complaints • Conduct of S&T Promotions • *Production of S&T Print Promotional Materials^*
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QUALITY MANUAL CONTEXT OF T H E ORGANIZATION
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DOCUMENT C O D E
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01 October 2017
QUALITY MANAGEMENT S Y S T E M AND ITS PROCESSES
SUBJECT
*The following are the support processes FINANCE AND PROCESSES • • • • • • •
ADMINISTRATIVE
identified:
SERVICES
Recruitment Selection and Placement "Learning and Development^* Corrective Maintenance Preventive Maintenance *Procurement^* *Disbursement of Fund^* "Control of Monitoring and Measuring Devices^ *
GENERAL QMS P R O C E S S E S • Management Review • Customer Satisfaction Measurement • "Control of Documented Information^" • "Control of Retained Documented Information^* • Control of Documents and Records in Electronic • Internal Audit • "Nonconformity^* and Corrective Action
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QUAUTY MANUAL LEADERSHIP
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DOCUMENT C O D E
QM-QMS 05-01
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01 October 2017
LEADERSHIP AND COMMITMENT
SUBJECT
The top management shall be composed of the Regional Director, the Quality Management Representative, Division Heads and Cluster and Program Managers. The Document Custodian and the Head of the Internal Audit Group shall join top management meetings whenever the Regional Director deems it necessary. *The top management's leadership and commitment with respect to the quality management system is demonstrated by^*; • • • • • • • • • •
*Ensuring that the established quality policy and quality objectives are compatible with the mission, vision, context and strategic direction of the organization Taking accountability for the effectiveness of QMS; Integrating the QMS requirements into the organization's business processes; Promoting the use of process approach and risk-based thinking; Providing the resources needed for the proper implementation of the system; Communicating the importance of effective QMS and conformance to its requirements; Facilitating the achievement of QMS and its intended results; Engaging, directing and supporting the organization to contribute to the effectiveness of the system; Encouraging improvements in the process; Supporting other relevant management roles that requires leadership as applied to specific areas of responsibility^*.
*Leadership and commitment towards customer focus is shown by the top management by; • • •
Determining, understanding and consistently meeting customer requirements and applicable statutory and regulatory requirements; Determining and addressing the risks and opportunities that can affect conformity of products and services and the ability to enhance customer satisfaction; Maintaining and enhancing customer satisfaction through effective application of the quality management system throughout the organization^*.
*Technology Needs Assessments are conducted to determine the requirements of the customers. Customer satisfaction measurement is likewise conducted every engagement and also serves as a mechanism to gather customer needs. Customer feedback is monitored and analyzed and appropriate action determined and implemented when necessary.^* REFERENCES: • • • • • • • •
DOST-NCR Mission and Vision Statement Quality Policy Quality Objectives PM-QMS 04-01 Management Review PM-QMS 04-01 Customer Satisfaction Measurement PM-TOD 03-09 handling of Customer Complaints Minutes of Management Review Minutes of Meetings
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QUALITY MANUAL LEADERSHIP
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DOCUMENT C O D E
QM-QMS 05-02
REVISION NUMBER
1
P A G E NUMBER
1 0F1
EFFECTIVITY DATE
1 October 2017
QUALITY POLICY
SUBJECT
In pursuit of its commitment of providing customer satisfaction, Top Management has established, "implemented and maintained a Quality Policy ttiat is appropriate to the context of the organization and supports to its strategic directions, provides a fr setting quality objectives, includes a commitment to satisfy applicable requirements and a commitment to continual improvement of the QMS''*. The Quality Policy is stated as follows:
"We are committed to provide S&T services to botli the government and private sectors in National Capital Region with the highest standards of quality and reliability, within our capabilities and resources and aligned to our strategic direction, to comply with customer and all applicable regulatory and statutory requirements, to plan actions to address risks and opportunities, and to continually improve the effectiveness of our QMS in order to meet customer satisfaction at all times."
The approved policy is posted at strategic locations of the office to ensure that it is understood, implemented and maintained in al! levels of the organization *as well as known to Incoming customers^*. The quality policy shall likewise be included, explained and discussed in orientation for new employees that wilt be conducted by Human Resource Unit or concerned Division Chiefs. *lt is also communicated to interested parties through the organizations website and th inclusion in powerpoint presentations of its programs and services^*. The Quality Management Representative ensures that the Quality Policy is reviewed during Management Review meetings to determine its suitability to the needs of the customers and the organization. The revision process shall be in accordance with the established document control procedure.
REFERENCES: PM-QMS-04-01 Management Review Minutes of Meeting
COMTROLLED
Prepared by:
QUALITY MANAGEMENT R E P R E S E N T A T I V E
Approved by:
REGIONAL/OIRECTOR
DEPARTMENT OF SCIENCE AND TECHNOLOGY DOST-National Capital Region
m
QUALITY MANUAL LEADERSHIP
SECTION
DOCUMENT C O D E
QM-QMS 05-03
R E V I S I O N NUMBER
5
P A G E NUMBER
1 OF1
EFFECTIVITY DATE
01 October 2017
ORGANIZATIONAL R O L E S , RESPONSIBILITIES AND AUTHORITIES
SUBJECT
The Top Management has established organizational framework necessary to deploy QMS. It ensures that responsibilities and authorities for relevant roles are assigned, communicated and understood within the organization. Responsibilities and authorities are assigned to competent employees to: • • • • •
"Ensure that the quality management system conforms to the requirement 1809001:2015^*: "Ensure that^* processes *de//Ver^* their intended output; Report on the performance of the quality management system and opportunities for improvement, to top management; Promote focus on customer requirements, needs and expectations in all level of organization; Maintain the integrity of the "quality^" management system when changes to the system are planned and implemented.
The roles, responsibilities and authorities of all employees are defined and documented in the Manual of Actual Duties and Responsibilities. These are communicated and deployed throughout the organization thru Office Order, memorandum, meetings, issuance of organizational chart, job contracts, procedures and work instructions Employees are oriented on their assignment to new positions and/or whenever there are changes to the position descriptions to enable them to contribute to the achievement of the quality objectives and to establish their involvement, motivation and commitment.
REFERENCES: • • • • • • • •
Manual of Actual Duties and Responsibilities Office Orders Orientation Organizational Chart Memoranda Incoming/Outgoing Correspondences Minutes of Meeting Minutes of Management Review
Prepared by:
Approved by:
\
Q U A L I T Y M A N A 3EMENT R E P R E S E N T A T I V E
;CTOR REGIONAI/DIR
DEPARTMENT OF SCIENCE AND TECHNOLOGY DOST-National Capital Region
1^
QUALITY MANUAL PLANNING
SECTION SUBJECT
DOCUMENT C O D E
QM-QMS 06-01
REVISION NUMBER
0
PAGE NUMBER
1 OF1
E F F E C T I V i T Y DATE
01 October 2017
ACTIONS TO A D D R E S S RISKS AND OPPORTUNITIES
The organization, in planning for its quality management system, determines the risks and opportunities associated with a) the internal and external issues that are relevant to its purpose, strategic directions and that affect its ability to achieve intended results; and b) the interested parties and their requirements. The associated risks and opportunities are determined and addressed to give assurance that the quality management system can achieve its intended results, enhance desirable effects, prevent or reduce undesired effects and achieve improvement. DOST-NCR plans the actions to address these risks and opportunities, integrates and implements the actions into its quality management system processes, and eycjluates the effectiveness of these actions. DOST-NCR also ensures that the actions taken to address risks and opportunities are proportionate to the potential impact to the conformity of products and services.
REFERENCES: Risk Register Office Memorandum
COMTRC:
COPY
M0._-1^. Prepared by:
QUALITY MANAGIEMENT R E P R E S E N T A T I V E
Approved by:
REGIONAL C(I R E c V o R
DEPARTMENT OF SCIENCE AND TECHNOLOGY DOST-National Capital Region
QUALITY MANUAL PLANNING
SECTION SUBJECT
DOCUMENT C O D E
QM-QMS 06-02
REVISION NUMBER
1
PAGE NUMBER
1 OF1
EFFECTIVITY DATE
01 October 2017
QUALITY O B J E C T I V E S AND PLANNING TO ACHIEVE THEM
The Top Management during annual objective setting establishes quality objectives of the organization. Information and data considered include but are not limited to customer feedback, issues from performance review and current performance.
The Top Management ensures that quality objectives are documented at relevant functions and levels *and processes^ * within the organization to ensure that quality requirements of its products are satisfied and higher level of performance are attained. These objectives and targets are measurable, where practiceable, consistent with the quality policy, "takes into account applicable requirements, relevant to conformity of products and services and to enhancement of c satisfaction, monitored, communicated and updated as appropriate^*
*DOST-NCR, in planning the achievement of its quality objectives, determines the things be done, the resources required, the responsible persons, completion time and how the will be evaluated^*.
REFERENCES: • • • •
Corporate Objectives Functional Objectives Minutes of Meeting Minutes of Management Review
Prepared by:
Approved by;
A
—^—
QUALITY MANAGE MENT R E P R E S E N T A T I V E
SECTOR REGIONAL Dl
—
DEPARTMENT OF SCIENCE AND TECHNOLOGY DOST-National Capital Region
S3
QUALITY MANUAL PLANNING
SECTION
DOCUMENT C O D E
QM-QMS 06-03
R E V I S I O N NUMBER
1
P A G E NUMBER
1 OF1
EFFECTIVITY DATE
1 October 2017
PLANNING OF CHANGES
SUBJECT
DOST-NCR ensures that changes to the quality management system are carried out in a planned manner. In planning for the changes, the organization considers the purpose of the change and their potential consequences, the integrity of the quality management system, the availability of resources and the allocation or re-allocation of responsibilities and authorities.
REFERENCES: Minutes of Meeting Minutes of Management Review
coMTR'^CD copy ft Prepared by:
QUALITY MANAGEMENT R E P R E S E N T A T I V E
Approved by:
REGIONAL DIREGTOR
DEPARTMENT OF SCIENCE AND TECHNOLOGY DOST-National Capital Region
£3
QUALITY MANUAL SUPPORT
SECTION
DOCUMENT C O D E
QM-QMS 07-01
R E V I S I O N NUMBER
3
P A G E NUMBER
1 OF 3
EFFECTIVITY DATE
1 October 2017
RESOURCES
SUBJECT
The Top management ensures that the resources essential to the implementation of strategies and the achievement of the organization's objectives are identified and made available. Decisions on the allocation of resources for operation and improvement of the QMS, enhancement of employees' competence through training, education and human resource intervention, the satisfaction of customers and other interested parties and planning for future resource needs are made during planning sessions. These resources may include people, infrastructure, work environment, information, suppliers and partners, and financial resources.
GENERAL
*The DOST-NCR determines and provides ttie necessary resources for ttie establishme implementation, maintenance and continual improvement of the quality management system. considers the capabilities and constraints on existing internal resources and what need obtained from external providers in the determination and provision of resources.^*
PEOPLE *The DOST-NCR implementation processes.^*
determines and provides the persons necessary for of its quality management systems for the operation
the effective and control
To assess, enhance and develop further their competence in providing "products that would conform to the requirement of^* customers, the Finance and Administrative Services Division conducts annual training needs analysis based on competencies defined for each position. The Staff Training Plan is prepared based on the identified training needs. In addition to the provision of training, other actions and interventions are undertaken to address identified gaps in competence. Training and/or other actions taken are designed to ensure that all employees are aware of the relevance and importance of their activities and their contribution to the attainment of the quality objectives. After each training or completion of other actions taken, *the Division Chiefs SRS^' evaluates impact on competence of employees.
or the
Supervising
During the implementation of the QMS, all employees are appropriately provided with training and/or orientation to make them aware of the following: • •
The importance of conformity with the quality policy and procedures and with the requirements of the quality management system; Their roles and responsibilities in achieving conformity with the requirements of the quality management system; and
Records of requirements for hiring, education, training, skills and experience of employees are included in the 201 file. Prepared by:
Approved by;
QUALITY MANAG EMENT R E P R E S E N T A T I V E
REGIONAL D(REC r o R
ED c o p r NO.
\
if
DEPARTMENT OF SCIENCE AND TECHNOLOGY DOST-National Capital Region
QUAUTY MANUAL SECTION SUBJECT
SUPPORT
DOCUMENT C O D E
QM-QMS 07-01
REVISION NUMBER
3
PAGE NUMBER
2 OF 3
EFFECTIVITY DATE
1 October 2017
RESOURCES
INFRASTRUCTURE *DOST'NCR^* defines, "provides and maintains^* the infrastructure necessary for the realization of products and services while considering the needs and expectations of interested parties. The infrastructure includes resources such as workspace, tools and equipment, support services, information and communication technology, and transport facilities. ENVIRONMENT FOR THE OPERATION OF P R O C E S S E S
*DOST-NCR^" ensures that the work environment has a positive influence on motivation, satisfaction and performance of people in order to enhance the performance of the organization to ensure the achievement of conformity to product requirements. *Wor(< environment refers to conditions under whict) work is performed including physical, environmental and other such as noise, temperature, humidity, lighting or weather which shall also conform t program's guidelines set by DOSTNCR.^* MONITORING AND MEASURING R E S O U R C E S
"DOST'NCR determines and provides the resources needed to ensure valid and reliable res when monitoring or measuring is used to verify the conformity of products and serv requirements. The resources provided are ensured to be suitable for the specific monitoring and measuring activities to be undertaken and are maintained to ensure con fitness for their purpose. Appropriate documented information are retained conforming to of Records Procedure ^*
"When measurement traceability is a requirement to have confidence in the valid measurement results^", DOST-NCR's monitoring and measuring equipment are calibrated "or verified^" at specified intervals per Calibration Plan "or prior to use against measurement standards traceable to international or national measurement standards^*. The basis used calibration or verification "is retained as documented information when the standard do exist ^" "The monitoring and measuring equipment are also identified to determine calibration status; safeguarded from adjustments, and protected from damage and deterioration during handling, maintenance and storage, that would invalidate the "calibration status and subsequent^* measurement result; DOST-NCR likewise assesses and records validity of previous measuring results when the equipment is found not to conform to requirements and takes appropriate action. ORGANIZATIONAL KNOWLEDGE *DOST-NCR determines the knowledge necessary for the operation of its processes and to achieve conformity of products and services. Learning sessions are conducted during staff meetings. It establishes approaches on how knowledge is maintained and made available to the extent necessary. DOST-NCR also assesses changing needs and trends and its current Prepared by; Approved by; \
QUALITY MANAGEiyiENT R E P R E S E N T A T I V E
N . a . _ M f -
REGIONAl/DIRECTOR
DEPARTMENT OF SCIENCE AND TECHNOLOGY DOST-National Capital Region
QUAUTY MANUAL SUPPORT
SECTiON
DOCUMENT C O D E
QM-QMS 07-01
R E V I S I O N NUMBER
3
P A G E NUMBER
3 OF 3
E F F E C T I V I T Y DATE
1 October 2017
RESOURCES
SUBJECT
knowledge to ensure that it acquires or accesses any necessary additional knowledge and required updates. ^*
REFERENCES: • • • • • • • • • • • • •
Minutes of Planning Sessions Minutes of Staff Meetings Staff Training Plan Office Memoranda Manual of Duties and Responsibilities PM-FAS 02-03 Preventive Maintenance PM-FAS 02-04 Corrective Maintenance PM-FAS 02-02 Learning and Development PM-FAS 02-01 Recruitment Selection and Placement Maintenance Plan *5S Program^* "Gender and Development Program^* Calibration Plan and Calibration Records
CONTROlLEiJ
Prepared by:
QUALITY MANAGEMENT R E P R E S E N T A T I V E
COPY
Approved by:
REGIONAI/DIRECTOR
DEPARTMENT OF SCIENCE AND TECHNOLOGY DOST-National Capital Region
QUALITY MANUAL SUPPORT
SECTION
DOCUMENT C O D E
QM-QMS 07-02
REVISION NUMBER
2
PAGE NUMBER
1 OF1
E F F E C T I V I T Y DATE
1 October 2017
COMPETENCE
SUBJECT
*DOST-NCR^* ensures that personnel perfornning work affecting "conformity to product requirements^* are competent on the basis of appropriate education, training and experience. The qualification standards for each position shall be as per job description. The * organization^* defines personnel qualifications and ensures that personnel are trained and aware of their role affecting *conformity to product requirements^*. The Finance and Administrative Services Division shall be responsible for *retaining documented information as evidence of competence^* To assess, enhance and develop further their competence in providing "products that would conform to the requirement of* customers, the Finance and Administrative Services Division conducts annual training needs analysis based on competencies "needed^* for each position. The Staff Training Plan is prepared based on the identified training needs. In addition to the provision of training, other actions and interventions are undertaken to address identified gaps in competence. Training and/or other actions taken are designed to ensure that all employees are aware of the relevance and importance of their activities and their contribution to the attainment of the quality objectives. After each training or completion of other actions taken, effectiveness in improving competence of employees *is evaluated^*. Records of requirements for hiring, education, training, skills and experience of employees are included in the 201 file.
REFERENCES: • • • •
PM-FAS- 04-01 Recruitment, Selection and Placement PM-FAS- 04-02 Learning and Development Staff Training Plan 201 File
Prepared by:
QUALITY MANAGEMENT R E P R E S E N T A T I V E
Approved by:
\
A
REGIONAL^ DIR ECTOR
DEPARTMENT OF SCIENCE AND TECHNOLOGY DOST-National Capital Region
S3
QUALITY MANUAL SUPPORT
SECTION
DOCUMENT C O D E
QM-QMS 07-03
R E V I S I O N NUMBER
2
P A G E NUMBER
1 OF1
E F F E C T I V I T Y DATE
1 November 2017
AWARENESS
SUBJECT
During the implementation of the QMS, all employees shall be appropriately provided with training and/or orientation to make them aware of the following: • • •
The importance of conformity *to and implications of not conforming witti tfie qua management system requirements^* The quality policy, "relevant quality objectives, processes^* and the requirements of the quality management system; Their roles and responsibilities in achieving conformity with the requirements of the quality management system, their contribution to its effectiveness, including benefits of improved performance.
REFERENCES: 201 File PM F A S 02-01 Recruitment Selection and Placement
Prepared by:
QUALITY MANAGEMENT R E P R E S E N T A T I V E
Approved by:
REGIONAL EilRI ECTOR
DEPARTMENT OF SCIENCE AND TECHNOLOGY DOST-National Capital Region
QUALITY MANUAL SUPPORT
SECTION
DOCUMENT C O D E
QM-QMS 07-04
R E V I S I O N NUMBER
5
P A G E NUMBER
1 OF1
EFFECTIVITY DATE
1 Oct 2017
COMMUNICATION
SUBJECT
*The DOST - National Capital Region ensures that mechanisms for effective and efficient communication are in place to facilitate the internal and external communications relevant to the quality management system. What to communicate, when to communicate, with whom to communicate, how to communicate and who communicates are specified in the communication plan. Other mechanisms such a s meetings, notice boards, in-house publications, awareness raising, seminars, intranet, email, office orders, memoranda are likewise used. The mission, vision, and quality policy are cascaded and made available to all stakeholders of DOST - National Capital Region such as customers, employees, other government agencies and all other interested parties. It is part of the preliminaries in any relevant gathering such a s employee's forum, convocation, and orientation of newly hired employees. The top management ensures that the quality policy is communicated, understood, and adhered to within the organization. Changes in and results of the quality management system are communicated to appropriate interested parties.^*
REFERENCES: • • • • • •
Communication Plan Minutes of Staff Meetings Minutes of Management Review Office Orders Memoranda Incoming/Outgoing Correspondences
GO^
Prepared by:
QUALITY MANAGE^ E N T R E P R E S E N T A T I V E
LED
Approved by:
\
/ A REGIONALjSfiRECTOR
DEPARTMENT OF SCIENCE AND TECHNOLOGY DOST-National Capital Region
QUALITY MANUAL SUPPORT
SECTION SUBJECT
DOCUMENT C O D E
QM-QMS 07-05
R E V I S I O N NUMBER
6
P A G E NUMBER EFFECTIVITY DATE
1 OF 3 01 October 2017
DOCUMENTED INFORMATION
Documentation of DOST NCR QMS is embodied in the documented statements of quality policy, objectives, and *QMS scope as documented information required by the standard^*; quality manual, *and records^* required by *ISO 9001:201^* and other documented "information^* "including records determined^" by DOST NCR "to be necessary^" to ensure the "effectiveness of the quality management system^*
The Quality Manual includes: • • •
The scope of the QMS as well as the details and justification for the exclusions in the QMS requirements; The linkage of the procedures to the QMS; and The description of the interaction between the processes of the QMS;
The hierarchy of the QMS documentation is shown below:
Quality Policy Quality Objectives Quality Manual
"Documented information maintained^*
Procedures Manual "Quality Plan^" Work Instructions and "Masterlists^
Records/*Retained
documented
Prepared by:
QUALITY MANAGEMENT R E P R E S E N T A T I V E
information^
Approved by:
REGIONAL DIRECTOR
DEPARTMENT OF SCIENCE AND TECHNOLOGY DOST-National Capital Region
£3
QUALITY MANUAL SUPPORT
SECTION SUBJECT
DOCUMENT C O D E
QM-QMS 07-05
R E V I S I O N NUMBER
6
P A G E NUMBER
2 OF 3
EFFECTIVITY DATE
01 October 2017
DOCUMENTED INFORMATION
Creating and Updating DOST NCR establishes, implements and maintains documented procedures to control all internally and externally generated documentation and data that relate to Quality System. "Appropriate identification and description, format and review and approval for suitability ensured.^*
and ad
"Quality Policies and Corporate Objectives are approved by the Regional Director while Fu Objectives are approved by the Division Chiefs or Section Heads^". The Quality Manual shall b prepared by the Quality Management Representative and approved by the Regional Director. "Documented procedures and work instructions are prepared by the process owners, reviewed approved by the Assistant Regional Directors and verified by the Quality Manag Representative^" Control of Documented Information The documented procedure for control of documents is presented in PM-QMS-02-01 and is maintained by the Document Custodian to ensure that: •
The relevant versions of applicable documents are "adequately "and suitable for use^" in areas where these are needed.
•
Revisions resulting from reviews and updating are authorized by the same positions that performed the original review and approval. Letters in italics indicate changes to documents. "Asterisks will be placed at the start and end of the revised statements to easily Identify the changes made. A number in superscript shall be placed at th the revised statement to indicate the revision number at which the changes were ma "This shall be done for all documents except for Masterlists.^*
•
Documents are reviewed and approved for adequacy prior to issue.
•
Documents are legible and readily identifiable. A coding system is utilized for this purpose.
•
"Distribution, access,
protected and^* available
retrieval, use and retention and disposition are defined^"
•
Documents of external origin "determined by the organization to be necessary for t planning and operation of the quality management system^" are identified and their distribution controlled. A Master List of Externally Sourced Documents is maintained.
•
A Master List of Controlled Documents is maintained by DC to prevent the use of obsolete documents. The list includes documents needed for knowledge-preservation and legal purposes. Such documents are properly marked.
Prepared by:
Q U A L I T Y M A N A G EVIENT R E P R E S E N T A T I V E
REGIONAL/DIRI C T O R
J COMTRGLLLD
COPY
DEPARTMENT OF SCIENCE AND TECHNOLOGY DOST-National Capital Region
QUALITY MANUAL SUPPORT
SECTION SUBJECT
DOCUMENT C O D E
QM-QMS 07-05
R E V I S I O N NUMBER
6
P A G E NUMBER
3 OF 3
EFFECTIVITY DATE
01 October 2017
DOCUMENTED INFORMATION
"Retained documented information required by the standard including those^*established DOST-NCR to provide evidence of conformity to requirements and of the effective operation quality management systems are^* identified, stored, protected, retrieved, retained for specific periods and disposed of following the documented procedure as presented in PM-QMS 02-02. The Document Custodian *and process owners^* ensures that records remain legible, readily identifiable and rethevable. Division Heads shall also be responsible for documentation, accumulation and maintenance of quality records. A Master List of Quality Records is maintained to ensure control. Maintenance and storage of confidential records are the responsibility of the *process owners^*.
REFERENCES: • • • • • •
PM-QMS 02-01 Control of Documented Information PM-QMS 02-02 Control of Retained Documented Information PM~QI\/!S 02-03 Control of Documents and Records in Electronic Master List of Controlled Documents Master List of Retained Documented Information Master List of Externally-Sourced Documents
Prepared by:
QUALITY MANAGIEMENT R E P R E S E N T A T I V E
Approved by:
\
A REGIONAL/DIRBCTOR
Media
DEPARTMENT OF SCIENCE AND TECHNOLOGY DOST-National Capital Region
QUALITY MANUAL OPERATIONS
SECTION SUBJECT
DOCUMENT C O D E
QM-QMS 08-01
R E V I S I O N NUMBER
7
P A G E NUMBER
1 0F1
E F F E C T I V I T Y DATE
01 October 2017
OPERATIONAL PLANNING AND CONTROL
*The DOST-National Capital Region tias planned, implemented and controlled the proces needed to meet the requirements for the provision of products and services as well as to im the actions identified to address risks and opportunities^*. The requirements for the "product and services^* are determined and are integrated in the respective documented procedures. The *criteria^* for "control of* processes "and acceptance of products and sen/ices^* are established "and implemented^", appropriate documents are determined and resources specific to the product "and services^" are provided. "Retaining Documented information'^* that provide "confidence^" that processes "have been carried out as planned^" and resulting products "and services^* meet requirements are established and maintained.
*The organization also controls planned changes and reviews the consequences of uninten changes, taking action to mitigate any adverse effects as necessary. It ensures that ou processes are controlled^* REFERENCES: • PM-TOD-03-01 Handling of Customer's Inquiry and Request for S&T Intervention • PIVi-TOD-03-02 Preparation and Handling of Proposals and Approved Projects under SETUP Funding • *PM~TOD-03-03 Preparation and Handling of Proposals and Approved Projects Regional GIA Funding^* • PlVI-TOD-03-04 Implementation of Technology Trainings • PM-TOD-03-05 Conduct of Technical and Consultancy Services • PM-TOD-03-06 Packaging and Labeling Assistance • PM-TOD-03-07 Handling of Customer Supplied Materials • PM-TOD-03-08 Designing Training Programs • PM-TOD-03-09 Handling of Costumer Complaints • PM-TOD-03-10 Conduct of S&T Promotions • PIVI-TOD-03-11 Production of S&T Print Promotional Materials • *PM-TOD-03-12 Design and Development of Information Systems • PM-TOD-03-13 Website Content Management^* • PM-FAS-03-01 Procurement Quality Plans
Prepared by:
QUALITY MAN/^GEMENT R E P R E S E N T A T I V E
Approved by:
REGIONALDIREOTOR
under
DEPARTMENT OF SCIENCE AND TECHNOLOGY DOST-National Capital Region
B SECTION SUBJECT
QUAUTY MANUAL
DOCUMENT C O D E
QM-QMS 08-02
REVISION NUMBER
8
PAGE NUMBER
1 OF 2
EFFECTIVITY OPERATIONS REQUIREMENTS FOR PRODUCTS AND SERVICES
DATE
01 October 2017
The DOST-National Capital Region ensures that it has defined processes for communicating effectively and efficiently with its customers.
Implementation of effective arrangements for communicating with customers in relation to product *and serv/ces^'information; enquiries; contracts or order handling, including amendments; termination of license; customer feedback, including customer complaint; *tiandling or controlling customer property; and establishing specific requirements for contingency actions, when is^* ensured
*DOST-NCR ensures that requirements for the products and sen/ices are defined including a applicable statutory and regulatory requirements, *and those considered necessary by the organization. In addition, the DOST-NCR ensures that it can meet the claims for the produ sen/ices offered^*.
A review of the requirements related to the products "and services^* is conducted prior to the commitment to supply a product to the customer to ensure that the organization has the ability to meet the defined requirements. *This includes requirements specified by the customer, includi those for delivery and post-delivery services; requirements not stated by the custo necessary for the specified or intended use, when known; requirements specified b organization: statutory and regulatory requirements applicable to the products and servic contract or order requirement differing from those previously expressed^"
"In case contract or order requirements are changed, the organization ensures that th resolved accordingly^". Moreover, when the customer provides no documented statement of requirements, it shall be confirmed and defined by concerned division before acceptance. When there are changes in product requirements, relevant documents are amended and concerned personnel are made aware of the changes in requirements. "The organization retains documented information, as applicable, on any new requirements for the products and services^*.
on the result of the r
When the requirements for products and services are changed, the DOST-NCR ensures th relevant documented information is amended, and that relevant persons are made aware of changed requirements^*.
Prepared by:
QUALITY MANAG iMENT R E P R E S E N T A T I V E
R E G I O N ^ DIRECTOR
DEPARTMENT OF SCIENCE AND TECHNOLOGY DOST-National Capital Region
QUALITY MANUAL
DOCUMENT C O D E
QM-QMS 08-02
REVISION NUMBER
8
P A G E NUMBER
2 OF 2
EFFECTIVITY OPERATIONS REQUIREMENTS FOR PRODUCTS AND SERVICES
SECTION SUBJECT
01 October 2017
DATE
REFERENCES:
• • • • • • • • • • • • • • •
PM-TOD-03-01 Handling of Customer's Inquiry and Request for S&T Intervention PM-TOD-03'02 Preparation and Handling of Proposals and Approved Projects under SETUP Funding *PM-TOD~03-03 Preparation and Handling of Proposals and Approved Projects Regional GIA Funding^* PM-TOD-03-04 Implementation of Technology Trainings PM-TOD-03-05 Conduct of Technical and Consultancy Services PM-TOD-03-06 Packaging and Labeling Assistance PM-TOD-03-07 Handling of Customer Supplied Materials PM-TOD-03-08 Designing Training Programs PM-TOD-03-09 Handling of Costumer Complaints PM-TOD-03-10 Conduct of S&T Promotions PM-TOD-03-11 Production of S&T Print Promotional Materials *PM-TOD-03-12 Design and Development of Information Systems PM-TOD-03-13 Website Content Management^* PM-FAS-03-01 Procurement Quality Plans
GOMlKylLLD COPY
Prepared by:
QUALITY MANAGE /lENT R E P R E S E N T A T I V E
Approved by:
\
A
TOR REGIONAL Dl-REd
/
J
under
DEPARTMENT OF SCIENCE AND TECHNOLOGY DOST-National Capital Region
QUALITY MANUAL SECTION SUBJECT
OPERATIONS
DOCUMENT C O D E
QM-QMS 08-03
R E V I S I O N NUMBER
4
P A G E NUMBER
1 OF 3
EFFECTIVITY DATE
01 October 2017
DESIGN AND DEVELOPMENT
*DOST-NCR has established, implements and maintains a design and deveiopment process tha is appropriate to ensure tlie subsequent provision of the agency's programs and services Design and Development Planning
"DOST'NCR considers the nature, duration and complexity of the relevant design development activities, the required process stages including reviews, verification and activities, responsibilities and authorities, internal and external resources needed, interfaces between persons involved on the design and development process, involvement customers and users in the various stages, requirements for subsequent provision of p and sen/ices, level of controls expected by customers and other relevant interested par the documented information needed to show that requirements have been met^* to ensure that i has established, implemented and maintained necessary design and developmental processes to respond effectively and efficiently to the needs and expectations of its customers and other interested parties.
Design and development processes shall be applied to technology trainings which are not yet included in the Masterlist of Training Programs and which shall be conducted by DOST NCR staff, S&T promotional materials developed by DOST-NCR for circulation/dissemination to t clients,^* "product labels designed for customers by DOST-NCR staff, and information developed by DOST-NCR staffs* Training programs which shall be outsourced shall not be subjected to design and development planning. Likewise, consultancy services shall be outsourced. Thus consultancy services shall also not undergo design and development planning.
Qualified employees are assigned to prepare a design and development plan for "information systems to be developed and for^" technical trainings not in the Masterlist of Training Programs and to be conducted by DOST NCR staff. The plan shows the agency design and development stages: establishes the appropriate "controls^", verification and/or validation activities, and defines the responsibilities and authorities, for design and development. "Design and development stages, controls, review and validation for internally generated label des defined in the documented procedure for Packaging and Labeling Design" The design is updated as the design and development evolves. Design and Development Inputs Inputs to design and development include external inputs such as customer needs and expectations, functional and performance requirements, design considerations, applicable statutory and regulatory requirements, international or national standards and industry code of practice. Internal inputs include policies and objectives of the organization, technological developments, competence requirements for people performing design and development, feedback information from past experience, records and data on existing processes and products, and outputs from other processes. Prepared by:
Approved by:
QUALITY MANAGE!/lENT R E P R E S E N T A T I V E
CONTRCLLEO
\
A
REGIONAL DIRECTOR
COPY
DEPARTMENT OF SCIENCE AND TECHNOLOGY DOST-National Capital Region
QUAUTY MANUAL OPERATIONS
SECTION SUBJECT
DOCUMENT C O D E
QM-QMS 08-03
R E V I S I O N NUMBER
4
P A G E NUMBER
2 OF 3
E F F E C T I V I T Y DATE
01 October 2017
DESIGN AND DEVELOPMENT
*The inputs are reviewed for "potential consequences of failure due to ttie nature of pr services^* and adequacy and requirements are ensured to be complete, unambiguous and not conflict with each other.^* Documented information are also retained'** Design and Development
"Appropriate controls in the whole design and development process are identified to ensu results to be achieved are defined. Systematic reviews, verification and validation activi conducted at appropriate stages to determine whether design and development objectives are achieved. Agenda for controls include adequacy of input to perform the design and development, progress of the planned design and development process, identification and correction of problems, meeting verification and validation goals and control of changes and their effects during the design and development process. Participants in the review include representatives of functions concerned with the design and development processes being reviewed and client. Records of the review of any changes and any action taken are retained.
Design and Development Output It is ensured that output of design and development is in a form "suitable for^* verification against the design and development input and is approved prior to release.
Design output includes data demonstrating the comparison of process inputs to process outputs, product specifications including acceptance criteria, process, material specifications, user information, purchase requirements, and qualification tests and reports. *Other specifications needed to ensure subsequent provision of products and services, such as training require are also included'**. Design outputs are reviewed against inputs to provide objective evidence that outputs have effectively and efficiently met requirements for the process and product *Documented
information is retained on design and development
outputs^*
Design and Development Changes
Design and development changes made "during or subsequent to the design and development of relevant products and services'*" are identified, reviewed and controlled to ensure that there adverse impact on conformity to requirements. The changes are reviewed, verified and/or validated, as appropriate and approved by approving authonty before implementation. Reviews of design and development changes may include evaluation of the effect of the changes on constituent parts and product already delivered. "Documented information retained includes the changes, changes and actions taken to prevent adverse impacts.
Prepared by:
results
Approved by:
QUALITY MANAGEMENT R E P R E S E N T A T I V E
GO.
REGIONAL DIRECTOR
of review,
authorizati
DEPARTMENT OF SCIENCE AND TECHNOLOGY DOST-National Capital Region
QUALITY MANUAL OPERATIONS
SECTION
DOCUMENT C O D E
QM-QMS 08-03
REVISION NUMBER
4
PAGE NUMBER
3 OF 3
EFFECTIVITY DATE
01 October 2017
DESIGN AND DEVELOPMENT
SUBJECT
REFERENCES: • • • • • •
PM-TOD 05-08 Designing Training Programs Masterlist of Training Programs Masterlist of Accredited Resource Persons *PM-TOD 03-11 Production of S&T Print Promotional Materials PM-TOD 03-12 Design and Deveiopment of Information Systems PM-TOD 03-06 Packaging and Labeling Assistance"**
1
Prepared by:
QUALITY MANAG EMENT R E P R E S E N T A T I V E
Approved by:
REGIONAL D I R E C T O R
DEPARTMENT OF SCIENCE AND TECHNOLOGY DOST-Nationa( Capital Region
QUALITY MANUAL OPERATION
SECTION SUBJECT
DOCUMENT C O D E
QM-QMS 08-04
REVISION NUMBER
3
P A G E NUMBER
1 OF1
EFFECTIVITY DATE
01 October 2017
CONTROL OF E X T E R N A L L Y PROVIDED PRODUCTS AND S E R V I C E S
*DOST-NCR's externally sourced products and sen/ices include supplies, materials a equipment, and tectmical resource persons and consultants or subject-matter-experts re for its daily internal support processes and the provision of technology transfer and sci technology services^*. To ensure that *externaHy sourced processes, products, and services^ satisfy the organization's and its clients needs and requirements, the *DOST-NCR^* has defined the ^criteria for the evaluation, selection, monitoring of performance, and re-evaluation providers based on their ability to meet the requirements. Documented information abo activities/transactions and necessary actions from tlie evaluation are retained. ^* Suppliers are selected and *accredited^* based on their ability to meet requirements using the established criteria. A List of Qualified Suppliers is maintained and their performance is evaluated every transaction through the use of a rating sheet. Whenever purchase requests are made, complete specification of * requirements^*, and description of items are indicated to ensure that *accurate items^* are procured. No purchases are made without the approval of the Regional Director or his Authorized Representative. Inspection of purchased supplies *is performed by DOST-NCR Inspection Team^*. Personnel implementing the purchase are competent based on their education, training and experience. DOST-NCR has the option to purchase supplies and materials from Department of Budget and Management-Procurement Service (DBM-PS). Supplies and materials procured through DBM-PS shall be accepted by the designated staff of Finance and Administrative Services. In case of subcontracted services for some processes that the organization's capability may not be adequate, said services should be in conformance to the requirements of the customer.
*Resource persons, consultants and subject matter experts utilized by the organization processes for the provision of products and services are likewise selected and acc following a established criteria. Their performance are evaluated every engagement throu use of a rating sheet^* REFERENCES: • • • • • •
PM-FAS-03-01 Procurement Masterlist of Suppliers Accreditation and Evaluation of Resource Masterlist of Resource Speakers Masfer//sf of Consultants and Designers Communication Plan
Prepared by:
QUALITY
M A N AG E M E N T
Approved by;
REPRESENTATIVE
Speakers,
Consultants
\
REGIONAI/DIRECTOR
GOMTuB.
J ^
COPY!
and
Designers
DEPARTMENT OF SCIENCE AND TECHNOLOGY DOST-Nationa( Capital Region
QUALITY MANUAL OPERATION
SECTION SUBJECT
DOCUMENT C O D E
QM-QMS 08-05
R E V I S I O N NUMBER
9
P A G E NUMBER
1 OF 2
EFFECTIVITY DATE
01 October 2017
PRODUCTION AND S E R V I C E PROVISION
Control of Production and Service Provision
DOST NCR processes are planned and controlled to ensure that customer's requirements are met. *Documented information on products and services and related processes are establis as needed Standards for the preliminary/initial evaluation of proposals are established. At various phases of the implementation, monitoring is conducted by concerned DOST NCR personnel to determine if in accordance with the set guidelines/policies. Only qualified personnel are assigned to carry out activities following the "production provision^* processes as part of the quality management system.
and
service
Personal computers, typewriters or other equipment used in the delivery of DOST NCR services are maintained according to the Preventive Maintenance Plan. "Monitoring and measuring equipment used in the provision of products and services are calibrated as planned^* Other activities being done by the support services such a s purchasing, human resource management and management and release of funds are also planned and controlled to ensure customer satisfaction. The Finance and Administrative Services Division shall be responsible for these activities. DOST NCR validates the processes for service provision where the resulting output cannot be verified by subsequent monitoring or measurement. This includes processes where the deficiencies become apparent only after the service has been delivered such as technology training and technical consultancy.
Identification and Traceability
Provisions of services are uniquely identified using *the date the customer requirement was received as reference^*. The activities conducted associated therein are^* traceable from t time the customer inquiry is received up to the time the product is released.
Materials provided by the customers *and external providers^* are identified, verified, protected and safeguarded. If any customer property is lost, damaged or found to be unsuitable for use, the customer is informed and records are maintained. *Prese/vat/o/7^*
*DOST'NCR preserves product^* during internal processing and release to the intend destination *to ensure that conformity to requirements are maintained.^* Appropriate handling instructions, and packaging are ensured to ensure protection during storage transport. Prepared by:
QUALITY MANAGEMENT R E P R E S E N T A T I V E
Approved by:
\
REGIONAL/^IREpOR
DEPARTMENT OF SCIENCE AND TECHNOLOGY DOST-National Capital Region
B
QUAUTY MANUAL OPERATION
SECTiON
DOCUMENT C O D E
QM-QMS 08-05
R E V I S I O N NUMBER
9
P A G E NUMBER
2 OF 2
EFFECTIVITY DATE
01 October 2017
PRODUCTION AND S E R V I C E PROVISION
SUBJECT
*Tiie organization determines tlie requirements for post-delivery products and services. Included in the extent of post-delivery regulatory requirements; potential undesired consequences; nature, customer requirements; and customer feedback. ^*
activities associated activities are statu use and intended lif
"Changes in production and service provision are reviewed and controlled to the necessary to ensure continuing conformity with requirements. Documented informati describing the results of the review of changes, the person/s authorizing the change, a necessary actions arising from the review are retained.^*
REFERENCES: Handling of Customer's Inquiry and Request for S& T Intervention Preparation and Handling of Proposals and Approved Projects under SETUP Funding Preparation and Handling of Proposals and Approved Projects under Regional GIA Funding Implementation of Technology Trainings Conduct of Technical and Consultancy Services Packaging and Labeling Assistance Handling of Customer Supplied Materials Designing Training Programs Handling of Costumer Complaints Conduct of S&T Promotions Production of S&T Print Promotional Materials Website Content Management Procurement^*
*PM-TOD-03-01 PM-TOD~03-02 PM-TOD'03'03 PM-TOD-03-04 PM-TOD-03-05 PM-TOD-03-06 PM-TOD-03-07 PM-TOD-03-08 PM-TOD-03-09 PM-TOD-03-10 PM'TOD-03-11 PM-TOD-03-13 PM-FAS-03-01 Quality Plans
°
^'^r>Y
Prepared by:
QUALITY MANAG EMENT R E P R E S E N T A T I V E
Approved by:
REGIONAL DIREQTOR
DEPARTMENT OF SCIENCE AND TECHNOLOGY DOST-National Capital Region
QUALITY MANUAL OPERATIONS
SECTION SUBJECT
DOCUMENT C O D E
QM-QMS 08-06
R E V I S I O N NUMBER
2
P A G E NUMBER
1 OF1
EFFECTIVITY DATE
01 October 2017
R E L E A S E OF PRODUCTS AND S E R V I C E S
To verify that product requirements have been met, the organization ensures that monitoring and measurement are carried out at appropriate stages of the "production and sen/ice provision^* process in accordance with the planned arrangements. Evidence of conformity with the acceptance criteria is maintained. Only products which have been satisfactorily completed through the planned arrangements are released to the customer "unless approved by the Regional Director and where applicable customer ^*
by th
"Documented information that indicate evidence of conformity with the acceptance criter traceability to persons authorizing release of products and services are retained.^"
REFERENCES: *PM~rOD'03-01 PM-TOD-03-02 PM-TOD-03-03 PM-TOD-03'04 PM-TOD-03-05 PM-TOD-03-06 PM-TOD-03-07 PM-TOD-03-08 PM-TOD-03~09 PM-TOD-03-10 PM-TOD-03-11 PM-TOD-03-13 PM-FAS-03-01 PM QMS 04-03
Handling of Customer's Inquiry and Request for S& T Intervention Preparation and Handling of Proposals and Approved Projects under SETUP Funding Preparation and Handling of Proposals and Approved Projects under Regional GIA Funding Implementation of Technology Trainings Conduct of Technical and Consultancy Services Packaging and Labeling Assistance Handling of Customer Supplied Materials Designing Training Programs Handling of Costumer Complaints Conduct of S&T Promotions Production of S&T Print Promotional Materials Website Content Management Procurement^* Customer Satisfaction Measurement
NO.
Prepared by:
Approved by:
\
X QUALITY MANAG EMENT R E P R E S E N T A T I V E
REGIONAL e ( | R E Q T O R
DEPARTMENT OF SCIENCE AND TECHNOLOGY DOST-Natlonai Capital Region
QUAUTY MANUAL OPERATIONS
SECTION
DOCUMENT C O D E
QM-QMS 08-07
REVISION NUMBER
3
P A G E NUMBER
1 OF 1
EFFECTIVITY DATE
01 October 2017
CONTROL OF NONCONFORMING PRODUCT
SUBJECT
*DOST-NCR* empowers the employees with the authority and responsibility to report nonconformities at any stage of the process in order to ensure timely detection and disposition of nonconformities. Authority for response to nonconformities and actions to be taken are defined in the "Quality Plans and the Control of Nonconformity and Corrective Action Procedure maintain achievement of process and product requirements. "Appropriate action is taken based on the nature of the nonconformity and its effect on the conformity of products an which shall apply when nonconformities are detected during processing, during or aft provision of services, and after the delivery of products-^"
"The organization deals with nonconforming product "by correction; informing the cu segregation, containment, return or suspension of products and services^"; authorizin release or acceptance under concession by the Assistant Regional Directors or Regional D and where applicable by the customer.*"
"Re-verification is conducted when nonconforming product is corrected. *" "Docum information on^" the nature of nonconformities and any subsequent actions taken, including results of reviews and "concessions obtained^*, "and authorities on deciding actions taken^" "retained^".
REFERENCES: • • •
PM-QMS 05-01 Control of Nonconformity and Corrective Action PM-TOD Handling of Customer Complaints Quality Plans
Prepared by:
QUALITY MAN !\GEMENT R E P R E S E N T A T I V E
Approved by:
\
A REGIONAL D I R E C T O R
DEPARTMENT O F SCIENCE AND TECHNOLOGY DOST-National Capital Region
QUALITY MANUAL PERFORMANCE EVALUATION
SECTION
DOCUMENT C O D E
QM-QMS 09-01
R E V I S I O N NUMBER
2
P A G E NUMBER
1 OF 1
E F F E C T I V I T Y DATE
October 1,2017
MONITORING, MEASUREMENT, ANALYSIS, AND EVALUATION
SUBJECT
General Requirements The *DOST-NCR^* establishes and implements the use of effective and efficient methods of monitoring, measurement, analysis *and evaluation^* processes so as to demonstrate conformity of product, ensure conformity to quality management system * requirements^', determine customers' level of satisfaction, and continually improve the effectiveness of quality management system. Performance of the organization's processes include measurement and evaluation of its products, capability of its processes, achievement of objectives, targets and programs, compliance to applicable legal and other requirements and satisfaction of customers. Data derived from the monitoring of DOST NCR's performance provide information and serves as guide in its continual improvement activities. Results of the analysis of data is considered as one input to management review in order to provide information for improving the performance of the organization. Applicable methods including statistical techniques and the extent of their use are included Customer Satisfaction
In order to measure *customer's perception of the degree to which their needs and expectat have been fulfilled^*, DOST NCR conducts Customer Satisfaction Survey. The management is responsible for ensuring that appropriate action is implemented and that results of survey and actions taken are deployed effectively to concerned units/employees in the organization. Analysis and Evaluation DOST NCR determines, collects and analyzes appropriate data to demonstrate the suitability and effectiveness of the quality management system and to evaluate compliance where continual improvement of the effectiveness of the quality management system can be made. Data generated as a result of monitoring and measurement and from other relevant sources are included.
"Appropriate data and information gathered from monitoring and measurement and other rel sources are analyzed to evaluate conformity of products and services, the degree of c satisfaction, the effectiveness of actions taken to address risks and opportunit performance and effectiveness of the QMS and its needs for improvement, the performa external providers, and if arrangements based on planning are implemented effectively^*. The results of the organization's performance is deployed in all levels of the organization through suitable channels. REFERENCES: • • •
PM-QMS- 04-03 Customer Satisfaction Measurement Minutes of Meetings Minutes of Management Review
Prepared by:
QUALITY MANAGEMENT R E P R E S E N T A T I V E
REGIONAL p i R E C T O R
DEPARTMENT OF SCIENCE AND TECHNOLOGY DOST-National Capital Region
QUALITY MANUAL SECTION
PERFORMANCE EVALUATION
SUBJECT
INTERNAL AUDIT
DOCUMENT C O D E
QM-QMS 09-02
R E V I S I O N NUMBER
2
P A G E NUMBER
1 OF1
EFFECTIVITY DATE
October 1,2017
Internal Audit The Internal Audit Group is responsible in planning, "establishing^*, implementing, and "maintaining^* a program for internal audits in order to verify conformance of the quality management system to the planned arrangements, to the requirements of the "standard*" and to the quality management system requirements established by the organization and whether the QMS is effectively implemented and maintained.
An audit program is planned and conducted at least once a year, taking into consideration the status and importance of the processes and areas to be audited, a s well a s the results of previous audits and "changes affecting the organization^*. The Audit "Program''* defines th audit criteria, scope, frequency and methods of audit. Auditors are selected based on competence and shall not audit their own work. Objectivity and impartiality of the audit process is ensured in the selection of auditors and conduct of audits. The responsibilities and requirements for planning and conducting audits, *estab{ishing records and reporting results** are defined in PM-QMS-04-02. Records of the audit and their results retained. * * The Division Heads responsible for area being audited shall ensure that improvement actions are taken without undue delay in response to internal audit results. *Audit results are reported to the top management to ensure appropriate and timely provision of correction and corrective Follow-up activities include the verification of the actions taken and the reporting of the verification results. Internal audit reports include evidence of excellent performance in order to provide opportunities for recognition by management and motivation of people.
References: •
PM-QMS-04-02 Internal Audit
CONTROLLED
Prepared by:
QUALITY MANAGEMENT R E P R E S E N T A T I V E
COPY
Approved by:
REGIONAI/DIRECTOR
DEPARTMENT OF SCIENCE AND TECHNOLOGY DOST-National Capital Region
QUALITY MANUAL PERFORMANCE EVALUATION
SECTION
DOCUMENT C O D E
QM-QMS 09-03
R E V I S I O N NUMBER
3
P A G E NUMBER
1 OF1
E F F E C T I V I T Y DATE
October 1,2017
MANAGEMENT REVIEW
SUBJECT
Management Review The Top Management, together with Document Custodian and Internal Audit Group Head, reviews the effectiveness of the QMS *at least once a year^* to ensure that it is adequate, effective, suitable, *and aligned with the strategic direction of the organization^*. Management Review Inputs
The agenda for the review includes *information on the performance and effectiveness of t quality management system including trends in the extent to which quality objectives performance of external providers,^* results of audits, customer "satisfaction and^* feedba process performance and product conformity, * nonconformities and^* corrective actions, *monitoring and measurement results; status oP* actions from previous management reviews; *changes in external and internal issues that are relevant to the QMS; adequacy of the effectiveness of actions taken to address risks and opportunities; and opportun improvement.
ManageiS^ntlteview Outputs Outputs of the management review include decisions and actions *for^* improvement opportunities, *any need for^* changes to the QMS and its processes, and resource needs. Records from management reviews are maintained to provide for traceability and to facilitate evaluation of the management review process itself, to ensure its continued effectiveness and added value to the organization.
REFERENCES: • •
PM-QMS 04-01 Management Review Minutes of Management Review
Prepared by:
QUALITY MANAGEMENT R E P R E S E N T A T I V E
Approved by:
\
A
REGIONAL DIRECTOR
DEPARTMENT OF SCIENCE AND TECHNOLOGY DOST-National Capital Region
QUALITY MANUAL SECTION SUBJECT
IMPROVEMENT
DOCUMENT C O D E
QM-QMS 10-01
R E V I S I O N NUMBER
2
P A G E NUMBER
10F1
EFFECTIVITY DATE
October 1,2017
GENERAL
The DOST-NCR determines opportunities for improvement to meet customer requirements and enhance customer satisfaction. It establishes and implements improvement methods and systems to meet customer requirements by improving products and services, correcting, preventing, or reducing undesired effects, and improving the performance and effectiveness of the QMS.
REFERENCES: PM-QMS 04-01 Managemt Review PM-QMS 05-01 Control of Nonconformity and Corrective Action Minutes of Management Review
Mn 2 p|Prepared by:
QUALITY MANAGE M E N ^ i ^ R E S E N T A T I V E
Approved by:
REGIONAL
X
DEPARTMENT OF SCIENCE AND TECHNOLOGY DOST-National Capital Region
SECTiON
DOCUMENT C O D E
QM-QMS 10-02
R E V I S I O N NUMBER
QUALITY MANUAL
3
PAGE NUMBER
1 OF 2
IMPROVEMENT
EFFECTIVITY DATE
October 1,2017
NONCONFORMITY AND C O R R E C T I V E ACTION
SUBJECT
Top management empowers the employees with the authority and responsibility to report nonconformities at any stage of a process, "including any arising from^* complaints from customers; audit findings; performance standards, objectives and targets not met within the defined time frame; and nonconforming products, both internal and external to the organization. Authority for response to nonconformities and actions to be taken are defined in the documented procedures to maintain achievement of process and product requirements.
"The organization deals with nonconforming product by taking action to*** control and co detected nonconformity and/or deal with its consequences.^* The *DOST-NCR evaluates t need for action ^* to eliminate the *causes** of nonconformities to prevent their recurrence *or occurrence elsewhere by reviewing and analyzing the conformity, determining its caus potential to exist or to occur elsewhere. Corrective actions appropriate to the eff nonconformities are implemented.^* The actions taken are followed up and reviewed to determine effectiveness. "Risks and opportunities necessary.
determined
are updated
and changes
"Documented information on the nature of non-conformities, retained and^* presented during management review meetings.
to the QMS
PM-QMS 05-01 Control of Nonconformity and Corrective Action PM-TOD 03-09 Handling of Customer Complaints Quality Plans
\iTRr.:.
Prepared by:
Approved by:
QUALITY MANAGEMENT R E P R E S E N T A T I V E
i
\
REGIONAL DIR ECTOR
(
wh
actions taken and their re
REFERENCES: • • •
are made
J
DEPARTMENT OF SCIENCE AND TECHNOLOGY DOST-National Capital Region
QUAUTY MANUAL IMPROVEMENT
SECTION SUBJECT
DOCUMENT C O D E
QM-QMS 10-03
REVISION NUMBER
2
PAGE NUMBER
1 OF 1
EFFECTIVITY DATE
October 1,2017
CONTINUAL IMPROVEMENT
*DOST-NCR ensures continual improvement of tlie quality management evaluating its suitability, adequacy, and effectiveness.^*
system
by periodical
Data generated from the monitoring and measurements of processes are analyzed regularly to determine areas that need to be continually improved to ensure effective implementation of quality management system. This information is taken from the regular reviews of the quality policy, objectives, audit results, nonconformity and corrective actions, and results of management reviews and analysis of customer feedback. The concerned heads are responsible for ensuring that continual improvement activities are carried out.
REFERENCES: • • • •
PM-QMS 04-01 Management Review PM-QMS 04-03 Customer Satisfaction Measurement Minutes of Meeting Minutes of Management Review
COMTROLLED
COPY
