QUALITY MANAGEMENT SYSTEM LEVEL 2...2018/12/06 · the Commission’s Quality Management System...

Republic of the Philippines

National Telecommunications Commission

QUALITY MANAGEMENT

SYSTEM

LEVEL 2

QUALITY PROCEDURE MANUAL

CONTROLLED COPY

COPY NO.

MASTER COPY

ISSUE NO.

01

DATE OF ISSUE

DIVISION/SECTION

QMS Secretariat

APPROVED BY GAMALIEL A. CORDOBA Commissioner

Reproduction in part or in whole of this manual is strictly prohibited without prior consent/approval of the Commissioner and should not be brought out of the NTC’s premises.

MANUAL COPY

ISSUED TO

DATE ISSUED

ISSUED BY

RECEIVED BY

MASTER COPY QMS SECRETARIAT QL

COPY 1 COMMISSIONER QL

2 DEPUTY COMMISSIONER I QL

3 DEPUTY COMMISSIONER II QL

4 DIRECTOR, LEGAL BRANCH QL

5 DIRECTOR, ADMINISTRATIVE BRANCH QL

6 DIRECTOR, REGULATION BRANCH QL

7 DEPUTY QUALITY MANAGEMENT SYSTEM LEADER

QL

8 CHIEF, EQUIPMENT STANDARDS DIVISION

QL

9 DIRECTOR, NATIONAL CAPITAL REGION QL

10 DIRECTOR, REGIONAL OFFICE III QL

11 INTERNAL QUALITY AUDIT CHAIRPERSON

QL

Republic of the Philippines NATIONAL TELECOMMUNICATIONS COMMISSION

QUALITY PROCEDURES MANUAL

Document Title DISTRIBUTION LIST

Document Code QPR-i Reviewed by QL

Revision No. 00 Approved by Commissioner

Revision Date 00 Page No. Page 1 of 1

All registered manual holders shall be furnished a copy of amendment/s and new editions. They shall be required to surrender the invalid/obsolete copy to the Quality Management System Leader (QL) in exchange of the approved revised copy.

Amendment/s or revision/s to any page/s of the manual shall be made whenever necessary to reflect the current quality system.

Any amendment/s or revision/s to any page/s of the Management Procedure Manual shall be approved and implemented by the Quality Management System (QMS) Leader. The QL shall be responsible for reviewing all amendments/revisions before approval is given for any changes. Routing should be carried out by the QL to all key personnel and holders of controlled copies of this manual, especially those functions that are affected by the change. Any comments made during the routing maybe taken into consideration by the QL when reviewing the changes.

Amendments/revisions shall be documented using the amendment/ revision record as shown in the next page of this manual which shall reflect the updating.

For any amendment or revision, the new issue or revision shall be distributed to all holders of this manual according to its Quality Manual distribution. Upon receipt of the new issue or revision of any particular page/s of the manual, the holder of the manual shall update the amendment/revision record of the manual.

At every change or amendment, only the page/s should be re-issued. The re-issuance of the page/s shall cancel and replace all previous page/s. The amended page shall be identified by amendment number and the date of amendment shall be indicated.

A review of this Quality Manual at least once (1) a year shall be made to reaffirm its adequacy and conformance to current requirements of the Commission.



Document Title MASTER LIST / DOCUMENT REVISION RECORD

Document Code QPR-ii Reviewed by QL





Document Title MASTER LIST / DOCUMENT REVISION RECORD

Document Code QPR-ii Reviewed by QL


Revision Date 05 December 2018 Page No. Page 2 of 2

Reference Code

TITLE Issue No.

Revision Date

No. of Pages

QUALITY PROCEDURE MANUAL

QPR-i Distribution List 00 1

QPR-ii Master List / Document Revision 02 05 Dec. 2018 2

QPR-iii Context of the Organization 00 1

QPR-01 Leadership 00 7

QPR-02 Organizational Planning 00 4

QPR-03 Support Services 01 05 Dec. 2018 17

QPR-04 Documented Information 00 5

QPR-05 Control of Nonconformance 00 2

QPR-06 Corrective Actions 00 2

QPR-07 Internal Quality Audit 00 3

QPR-08 Purchasing 00 4

QPR-09 Customer Satisfaction 01 26 March 2018 3

QPR-10 Control Functions 00 1

QPR-10.1

Issuance of Type Approval/Type Acceptance Certificate and Grant of Equipment Conformity by the Equipment Standards Division under the Office of the Top Management

01 08 Oct. 2018 4

QPR-10.2

Issuance of New Radio Station Licenses of Public Telecommunications Entities with pre-assigned frequencies by the Network and Facilities Division of the Regulations Branch

01 04 Oct. 2018 4

QPR-10.3

Issuance of Renewal of Radio Station Licenses without modification of Public Telecommunications Entities by the Regional Offices

00 4

QPR-11 Handling, Storage, Packaging, Preservation and Delivery

00 2

QPR-12 Monitoring, Measurement, Analysis and Evaluation

01 05 Dec. 2018 2

QPR-13 Identification and Traceability 00 3

QPR-14 Control of Non-Conforming Outputs 00 2

CONTEXT OF THE ORGANIZATION We shall identify the external and internal issues, and how it affects our Quality Management Systems. Furthermore, we shall also identify our Interested Parties and how we address their needs. Details are found in Annex A.


QUALITY POLICY MANUAL

Document Title CONTEXT OF THE ORGANIZATION

Document Code QPR-iii Reviewed by QL



Objective To ensure that NTC management’s commitment and responsibility towards quality is defined, documented and implemented. Scope This procedure applies to:

Qualified Personnel of the Quality Management System

Resources

Top Management / Quality Council

Quality Management System Leader (QL)

Deputy Management System Leader (DQL)

ISO Core Team

Training and Advocacy Team

QMS Documentation Team

Internal Quality Audit (IQA)

Quality Workplace Team

QMS Secretariat

Management Review Committee (MRC)

Responsibility The Top Management and the QL are responsible in defining, documenting and implementing NTC’s commitment and responsibility to quality. Procedure 1. NTC Top Management provides strategic directions, thrust and priorities.

2. NTC defines and documents its Quality Policy that addresses its organizational

goals and demonstrates NTC’s commitment to quality. The policy statement is defined in the Quality Policy Manual.

3. The Quality Policy is approved by the Commissioner to demonstrate commitment to quality.


NATIONAL TELECOMMUNICATIONS COMMISSION


Document Title LEADERSHIP

Document Code QPR-01 Reviewed by QL



4. The Quality Policy is made known to NTC officials and employees by way of an

Office Order. Furthermore, NTC officials and employees are required to undergo Quality Awareness Seminar where the meaning and implications of the Quality Policy are explained and demonstrated.

5. Qualified Personnel of the Quality System

5.1 Qualified personnel are appointed with the responsibility and authority to control key elements of the Quality System.

5.2 The interrelation of personnel, and the duties and responsibilities of each of these personnel who manage, perform and verify work affecting quality are defined and documented in their Job Description. The organizational chart contains the divisions/sections involved in the Quality System.

5.3 Officials and employees are given the organizational freedom and authority to:

Control and maintain the NTC’s Quality System

Initiate action to prevent the occurrence of non-conformances relative to the Quality System.

Identify and record any problem relating to training processes and the Quality System.

Initiate, recommend or provide solution through designated channels and verify the implementation and

Effectiveness of corrective or preventive action. 5.4 Job description is issued to each personnel of the division/ section. The

employee and his/her supervisor keep a copy of the same. The records officer/personnel of the division/section shall maintain a file copy of the job description of each employee.

6. Resources

6.1 Resource requirements are identified to ensure that adequate resources

are provided to support the establishment, implementation and maintenance of the quality system. Adequate financial, physical and manpower resources are likewise provided for training purposes to ensure compliance to the Convention.

6.2 Trained, qualified and experienced personnel are assigned to management, training duties, administrative support, quality verification activities and internal audits.








7. Quality Council

7.1 Leads in all aspects of the QMS;

7.2 Ensures effectiveness of the QMS through risk-based thinking

7.3 Substantiate and communicates the quality policy;

7.4 Ensures that the quality objectives are established;

7.5 Communicates the importance of meeting clients requirements;

7.6 Determines and provides necessary resources and ensures that they

are adequately available; and

7.7 Conducts Management Review meetings

8. Quality Management System Leader (QL)

8.1 QL is appointed and tasked to ensure the effective implementation of the Quality Management System and shall report directly to the Commissioner.

8.2 QL shall draft the agenda, in consultation with the Chief/Director of the different divisions/sections for the management review meeting.

8.3 QL shall forward the draft agenda to the Commissioner for approval. 8.4 After approval, QL shall issue a Notice of Meeting to the members of the

Management Review Committee (MRC). The notice shall include the agenda, the date, time and venue of the meeting.

8.5 Ensure that only approved documents are being used and obsolete documents are removed from the system.

8.6 Ensure that non-conformance are appropriately reviewed and disposed of.

8.7 Coordinate with and be responsible to clients on all matters related to quality.

8.8 Initiate internal quality audits at specified frames and monitor and evaluates its subsequent follow-up

8.9 Coordinate with the concerned units, sections and divisions of the Commission on quality matters.

9. Deputy Quality Management System Leader (DQL)

9.1 The DQL is appointed to assist the QL for the proper and effective implementation of the Commission’s Quality Management System.

9.2 In case in the absence of the QL, he shall take charge the responsibility of the QL. (QPR-01 4.7)








10. Document Controller

10.1 Ensures the compliance of submitted documents; 10.2 Assigns a document control number and/or revision number to the

submitted documents; 10.3 Obtains the hard copy of the document and creates PDF file for the

“MASTER COPY”; 10.4 Secures the controlled copy of the previous version of a revised

document; 10.5 Files documents that are “OBSOLETE” and “NOT IN USE”; 10.6 Distributes the controlled hard copy per approved distribution list; 10.7 Updates the document Master List; 10.8 Uploads the documents for electronic access, and; 10.9 Notifies interested parties of the approved document/s and the network

location of the master electronic controlled version.

11. ISO Core Team

11.1 The ISO Core Team is the group tasked with overseeing and sustaining the Commission’s Quality Management System (QMS) as an ISO-Certified organization.

12. Training and Advocacy Team

12.1 Provides administrative support in terms of training and advocacy in the

successful implementation and sustenance of the QMS.

12.2 Plans and coordinates effective deployment and efficient use of resources

in-line with training and advocacy activities.

12.3 Plans and coordinates echoing/cascading sessions on QMS-related

training.

13. Documentation Team

13.1 The Documentation Team is in-charge for the record keeping of all documents pertaining to QMS and shall perform the following functions:

Maintain the master copies and master list of the Quality Manual and PAWIM and master list of externally generated documents and references;

Ensure that current version of relevant documents are available at point in use and the traceability of the same;

Prevent unintended use of obsolete documents and unauthorized use of relevant documents and record








13.2 The Chairperson of Documentation Team shall ensure that all documents

endorsed by the QL are kept safe, orderly and are available when needed.

13.3 The Team shall also coordinate the enhancement of the Records Management System; and closely coordinate with Unit/Committee Directors on all matters concerning records management, specifically on record generated from the project management process.

14. Internal Quality Audit Team

14.1 Determines conformance of the QMS to the planned arrangements and to

the requirements of ISO 9001:2015 14.2 Determines whether the QMS is effectively implemented and maintained 14.3 Provides inputs to management review on the results of the audit 14.4 Keep track of the implementation of corrective and preventive actions for

nonconformance raised during the audits 15. Quality Workplace Team

15.1 Ensures that environment for the operation of processes needed to

achieve conformity to service requirements are managed.

Ensures consistent implementation of 5S programs, as applicable

Monitors and assesses workplace cleanliness, orderliness and safety.

16. Quality Management System Secretariat

16.1 Provides administrative support to successfully implement the QMS up to the third party certification

16.2 Facilitates the delivery of specific outputs in-line with the QMS Plans and

coordinates effective deployment and efficient use of human, financial and

other physical resources for the QMS.

17. Management Review Meeting (MRM)

17.1 The MRC shall conduct a management review meeting under the following

circumstances:

After the conduct of internal and/or external audit;

When a revision is made in any of the provisions/sections of the QMS;

At least once (1) a year.








17.2 The MRC meeting is chaired by the Commissioner and convened by the

QL, who shall ensure adequate attendance. The meeting includes, but shall not be limited to the following personnel:

QL

DQL

Director, Administrative Branch (AB)

Director, Legal Branch (LD)

Director, Regulations Branch (RB)

Director, Planning, Financial and Management Branch (PFMB)

All Regional Directors or Director, National Capital Region as Regional Office Representative

Chief, Equipment Standards Division (ESD)

Chief, Networks and Facilities Division (NFD)

Chief, Human Resources Division (HRD)

Chief, General Services Division (GSD)

Chief, Consumer Welfare and Protection Division (CWPD)

Chief, Commission Secretariat (ComSec)

QMS Secretariat

QMS Documentation Team 17.3 As the need arises, the QL may request attendance of other personnel of

the Commission to be present at the meeting. Agenda is prepared by the QL and circulated in advance of the meeting.

Management Review Meeting (MRM) agenda includes, but shall not be limited to the following:

Review and follow up action/s on the previous meeting / minutes

Changes that could affect the QMS

Effectiveness of the QMS a. Needs / Suggestions / Complaint/s from stakeholders b. Review of quality policies, procedures and objectives c. Process Performance d. Non-conformances, if any e. Status of corrective actions f. Monitoring and measurement results g. Results of Audit (including the “Audit of the Internal Quality Audit

Team”) h. Performance of external providers

The adequacy of resources

Effectiveness of actions taken to address risks and opportunities

Recommendation for improvement

Other matters as may be proposed








17.4 The MRC members and other personnel concerned implements the

corrective and/or preventive action, if any.

17.5 Review output The Output of the Management Review shall include any decisions and actions related to:

Improvement of the effectiveness of the QMS and its processes

Resource needed

18. Regional Management Review Meeting (RMRM)

18.1 All Regional Directors shall conduct Regional Management Meetings in their respective area of jurisdiction at least once a year.

18.2 Agenda shall include but is not limited to the following:

Result of the first level and/or second level audit

Result of the Central Management Review Meeting

Feedback from interested parties

Process Performance

Resources and Training requirements

Other matters








Objective

1. To ensure that all relevant risks and opportunities are addressed.

2. To ensure a reliable and accurate data/ information in order to make effective decisions on how to allocate the resources in a way that will enable the organization reach its objectives. Productivity is maximized and resources are not wasted on projects.

Scope

1. The procedure starts from the determination of risks and opportunities related to

the external and internal issues and requirements of interested parties. This also covers the analysis, evaluation, monitoring and review of risks and opportunities.

2. The procedure shall cover Strategic Planning Seminars (exercises); update of the Information Systems Strategic Plan (ISSP); coordinate, monitor and evaluate compliance with objectives and plans; prepare the NTC Annual Report and Comprehensive Accomplishment Reports; prepare program for funds allocated for projects and capital outlay expenditures, in coordination with the Finance Division; prepare project proposal with corresponding profile and budgetary estimates for funding allocation in coordination with the units concerned and Finance Division; monitor the physical status of projects and prepare comprehensive assessment reports; act as custodian and maintain a central repository of all informative materials/documents in soft and hard copies.

Responsibility

The Director of Planning and Financial Management Branch (PFMB), Chief of Corporate Planning and Programming Division (CPPD), staff of PFMB and CPPD, QMS Core Team, Internal Quality Audit (IQA) Team, QMS Secretariat, Document Controller and the Top Management are responsible for the implementation of this procedure.

Procedures Actions to address to Risk and Opportunities

The NTC shall determine its internal and external issues and determines the risks and opportunities that needs to be addressed when planning the QMS. The NTC has planned actions to address the identified risks and opportunities and has initiated appropriate procedures to integrate and implement appropriate actions into our QMS including the evaluation of the effectiveness our QMS processes. Any actions taken



Document Title ORGANIZATIONAL PLANNING




to address risks and opportunities shall be proportionate to the potential impact on the conformity of services. The following shall be used to address them: 1. Management of Risks and Opportunities

1.1 CPPD sets schedule of risk assessment meeting and sends memo to all concerned officials and employees.

1.2 QMS Secretariat prepares all inputs needed such as updated list of Internal and External issues from SWOT Analysis and relevant requirements of interested parties.

1.3 CPPD together with the QMS Committees identify risks/potential failure related to each weakness and threat including possible impact and cause of failure.

1.4 CPPD measures impact of the risk by using the approved Severity Table. 1.5 The probability or likelihood of occurrence shall be measured based on the

approved Risk Table while the effectiveness of existing control shall be measured based on the Detection Table.

1.6 Using the approved Risk Score Table, the risk level shall be evaluated and an action plan shall be identified.

1.7 The process owners shall implement actions to address identified risks. 1.8 The IQA Team shall monitor whether the implementation of the action plan is

in accordance with the agreed schedule. 1.9 During the Management Review, CPPD shall present and monitor

effectiveness of actions taken to address risk. Severity, Probability and Risk Score shall also be updated.

1.10 The Document Controller ensures that Risk Register is updated.

2. Strategic Planning / Institutional Strengthening

2.1 The Director of PFMB coordinates with DICT for a consultation meeting for the alignment with DICT of its outcomes & key results areas (KRAs), Strategies, Program, Activities and Projects.

2.2 The CPPD shall schedule the NTC strategic planning seminar/workshop every five (5) years.

2.3 The CPPD upon instruction of PFMB Director shall prepare memorandum to all participants of the Planning Team that includes the Top Management, Regional Directors, Branch and Division Directors and some employees to attend workshop.

2.4 The CPPD shall collate the data and information to assist prepare the upcoming strategic decisions which includes the previous strategic plan and its status, physical and financial accomplishments, and other important data or information.







2.5 Seminar/workshop Planning Process

a. Identify agency’s strengths and weaknesses and develop SWOT and gap analysis. Identify risks and mitigations strategies

b. Develop strategies which includes review of agency’s Mission, Vision, Objective and determine the strategic issues that need to be addressed in the planning process

c. Define the objectives and goals of the organization, and determine the key priorities and provide benchmark for measuring KPI

d. Craft organizational-wide strategies. Develop strategic framework and define long-term strategic objectives/priorities

2.6 The CPPD shall consolidates all outputs of the workshop(s) and come up and the 5-year Strategic Framework developed in the workshop to be submitted to the Top Management for approval.

3. Operational Planning and Programming

NTC’s Operational Planning is a plan for the implementation of strategies contained within the Strategic Plan and it is a management tool to facilitate the co-ordination of the organization’s resources (human, financial and physical) to achieve the goals and objectives of the strategic plan.

3.1 The CPPD upon the instruction of PFMB Director shall issue memorandum to all Regional Directors, Branch and Division Directors for the submission of the following but not limited to: a. regional operational and financial plans, b. project proposals for the following fiscal year, c. issues and concerns, d. risks and opportunities including its effectiveness

3.2 The CPPD shall collate, review all the submitted plans and project proposals. 3.3 The CPPD shall monitor and evaluate accomplishment reports and

implementation of Programs & Projects.

Quality Objective and Planning to Achieve Them Quality Objectives have been established at all delivery units and processes

throughout the organization to implement the quality policy, meet and exceed

requirements for services, and to improve the QMS and its performance







1. Accomplishment Reports

Key Performance Indicators are developed to support NTC’s strategic direction. KPI’s are performance measures that indicate progress toward a desirable outcome

1. All concerned delivery units shall submit their monthly KPI/MIS reports to

CPPD not later than the 5th day of the following month.

2. The CPPD staff shall log in and review all received Key Performance

Indicator/Management Information System (KPI/MIS) reports.

3. The CPPD staff shall consolidate and encode all submitted monthly KPI/MIS

reports in their respective database management system

4. The CPPD staff shall validate/check the accuracy and completeness of the

received reports versus the encoded data.

5. PFMB Director shall issue Memorandum every month of July for the conduct

of the Director’s meeting with Branch Directors/Regional Directors and

Division Chief for their Semestral Performance Review of Physical and

Financial Accomplishment, validation of all Programs, Activities and Projects

in line with the strategic plans.

6. Conducts gap analysis after the performance review and come up with

concrete actions how to bridge the gap to achieve the set target.

7. As deemed necessary, PFMB may generate an updated and consolidated

Physical and Financial Accomplishment Report. Every end of each quarter,

the CPPD prepares quarterly physical accomplishment report for submission

and approval of the Commissioner

8. At the end of the year, all delivery units shall submits their respective annual

report to CPPD.

9. CPPD shall prepare consolidated Annual Accomplishment Report.

10. The Director of PFMB shall submit the finalized NTC’s Annual

Accomplishment Report to the Commissioner for approval.







Planning Of Changes

1. The QL shall conduct a meeting with the QMS Core Team and Team Leaders to

review the QMS during Management Review meeting or as the need arises.

2. The agenda shall include the following but not limited to:

a. Any proposed changes, its purpose and their potential consequences

b. Integrity of the QMS

c. Availability of resources

d. Allocation or re-allocation of responsibilities or authorities

3. The QMS Secretariat shall prepare the report with their recommendations for

approval by the Commissioner.







FINANCIAL MANAGEMENT Objective To provide efficient and effective management of government funds in order to implement the agency’s program and activities in pursuit of its mandate and objectives. Scope This procedure shall cover the preparation of budget, execution, utilization and monitoring of the NTC’s allocated funds and the recording and reporting of financial transactions. Responsibility The Director of PFMB, the Chief of Finance Division (FD) and its staff, together with the Branch Directors and Division Chiefs, are responsible for the financial planning, utilization, monitoring of the agency’s funds and ensuring that all budget utilization is in accordance with the plans and programs included in the approved Annual Procurement Plan (APP) of the agency. Procedures 1. Budget Preparation

1.1 The Budget for the incoming year is prepared and submitted in accordance

with the issued National Budget Circular for the year.

2. Budget Execution 3.4 Upon the approval of the General Appropriations Act (GAA), the FD issues a

memorandum to inform the following : a. The Commissioner, to direct the PFMB Director to program expenses for

his perusal. b. The Chief of Human Resource Division (HRD), to determine the

sufficiency of the appropriated funds for salaries, wages and other personnel benefits. In case of inadequacy, representations are made to the DBM for issuance of additional funds thru Miscellaneous Personnel

Benefits Funds (MPBF).



Document Title SUPPORT SERVICES




c. The Chief of General Services Division (GSD), to prioritize expenses

based on the actual allotment for the current year for Maintenance and Other Operating Expenses (MOOE) per approved APP except for travelling and training allotment.

d. All Branch Directors, of their allotted funds for travelling and training expenses in setting the Branch priority programs.

3. Budget Utilization

3.1 Obligation

a. Incurrence of Obligation and recording thereof are in accordance with the General Accounting Manual, Volume 1 Chapter 3 Section 15 to 24.

3.2 Disbursements a. Disbursement procedures are in accordance with GAM Volume 1 Chapter

6. b. Signatories in the Disbursement Voucher (DV) are in accordance with NTC

Office Order No. 16-01-2016 dated Jan. 19, 2016. c. Approving officers in the DV are in compliance with NTC Office Order No.

103-09-2013 dated September 9, 2013.A separate office order will be issued for a specific project/disbursement of Regional Offices exceeding the limit of authority given to Regional Directors.

4. Financial Reporting

4.1 The components and preparation of Budget and Financial Accountability Reports are in accordance with GAM Volume 1 Chapter 3 Sec. 31.

a. The preparation and presentation of General Purpose Financial Statements (GPFS) are in accordance with PPSAS 1 and GAM Volume 1 Chapter 19

b. The components of Books of Accounts and Registries are stipulated in GAM Volume 1 Chapter 2 Sec. 12.













GENERAL SERVICES DIVISION INFRASTRUCTURE AND WORKING ENVIRONMENT Objective

The GSD shall maintain the structural soundness and safety of infrastructure and other facilities and promotes a working environment conducive to performance with government rules and regulations

Scope

This covers the infrastructure and working condition to ensure compliance with QMS.

Responsibility

The Chief of GSD, the Director of PFMB and Bids and Awards Committee (BAC) are responsible for the maintenance and preservation of NTC facilities and the procurement of repair and maintenance services to achieve QMS compliance.

Procedure MAINTENANCE 1. Maintenance of Air conditioning Units and Elevator

1.1 Maintenance check-up is performed by an outsourced maintenance

provider at least twice a year or whenever is deemed necessary. 1.2 GSD staff shall inspect the performed task based on the Checklist of Service

and Maintenance Form (QF-GSD-001 ) 1.3 If the unit is found to be defective, a request for repair shall be prepared by

the end user.

2. Maintenance of Building facilities (Electrical, Plumbing, Carpentry, Painting and Masonry Work) 2.1 Monthly service maintenance check-up is done in-house by the GSD

personnel. 2.2 If the GSD staff found out that there must be a need for repair, a request for

repair shall be prepared by the end user.







3. Cleaning of Stainless Cladding and Front Window Panels/Cistern Over Head

and Underground Water tanks

3.1 Semi-annual maintenance services is outsource to an experience building

maintenance provided for one (1) year service contract

3.2 GSD staff shall inspect the performed task based on the Checklist of Service

and Maintenance Form (QF-GSD-001)

4. Maintenance of Office Equipment

4.1 Maintenance of office equipment is delegated to the end-user.

4.2 GSD staff troubleshoots the equipment, if the end-user encounters and

reports the problem.

4.3 Monthly service maintenance check-up is done in-house by the GSD

personnel.

4.4 If the GSD staff found out that there must be a need for repair, a request for

repair shall be prepared by the end user.

5. Maintenance of Vehicles

5.1 NTC drivers check daily the engine oil, engine coolant, air filter, battery,

wiper, automatic transmission fluid, tires and tire pressure, brakes, gasoline

and lights after they report for duty to the GSD or 30 minutes before they

proceed to their destination.

5.2 They check monthly the engine light on, lights, tire inflation and condition,

windshield washer fluid, automatic transmission fluid level, battery cables,

belts, engine air filter, engine oil and filter, exhaust, fuel filter, hoses and

power steering fluid.

5.3 Semi-annual preventive maintenance was done in-house by the NTC

drivers. They change engine oil, air filter, oil filter, fuel filter, belts, hoses,

spark plug and wiper blades if necessary. They add automatic transmission

fluid, rotate tires and check brakes and clutch system, electrical wirings and

general cleaning.

5.4 If the driver found out that there must be a need for repair, they should

immediately report it to the Chief, GSD thus a request for repair can be

outsourced to an experienced automotive maintenance provider.







6. Pest Control Services

6.1 Pest control services is outsourced to an experienced pest control

provider and treatment is performed once every three years or whenever

is deemed necessary.

6.2 A GSD staff or a Security Officer on duty checked the performed task.

7. Maintenance of Generator Set 7.1 Weekly, monthly and semi-annually service maintenance check-up is done

in-house by the GSD personnel. 7.2 If the GSD staff finds out that there is a need for repair, a request for repair

shall be prepared by the end user.

8. Repair of Office Equipment /Motor Vehicles

8.1 Prepares Requisition and Issue Slip for approval of Chief, PFMB.

8.2 Prepares Pre-Inspection Report for signature of Chief, GS

8.3 Forwards to Inspection Committee for pre-inspection report and for

signature of the member and Chairman of the Committee.

8.4 Forwards to Administrative Branch for the recommendation.

8.5 Prepares Purchase Request for signature of Chief, PFMB

8.6 Prepares Request for Funds Availability for approval of Chief, Finance

Division.

8.7 Submits to BAC for request for quotation and other documentation.

8.8 Receives Abstract of Quotation together with canvass documents

8.9 Prepares Purchase Order for signature of the Director, Administrative

Branch.

8.10 Submits to FD for Obligation Request and status.

8.11 Presents PO to supplier for confirmation.

8.12 Finance Division prepares the disbursement voucher

8.13 The supplier submits Sales Invoice when the repair is completed

8.14 Forwards to Inspection Committee for inspection of the repair.

8.15 Inspection Committee prepares Inspection and Acceptance Report to be

signed by the chairman and member of the committee and Certification of

End-user that the request is in compliance with their specification.

8.16 Cashier prepares payment.







8.17 Prepares Waste Material Report for COA inspection if there is a

replacement of materials.

8.18 Forwards photocopy copy of RIS, PR, Pre-inspection Report, Request for

Funds Availability, Request for Quotation, Abstract of Quotation, PO,

Disbursement Voucher, Inspection and Acceptance Report and Waste

Material Report for COA reference.

9. Minor Repair/Maintenance of building structures For minor repair/maintenance of building structures, same procedures should be followed but without pre-inspection report instead a Program of Work with complete detailed estimate should be attached to RIS before preparing the PR.

Evaluation of Outsource Service Provider 1. The GSD shall distribute the Service Request Form GSD Maintenance / Repair

Request Form (QF-GSD-005) to every unit for evaluation of the performance of the outsourced service.

2. The evaluation shall be done one-month before end of contract. 3. GSD shall collate and summarize the result of evaluation. 4. The GSD shall submit recommendation to Management.













HUMAN RESOURCE/MANPOWER Objective

To ensure effective implementation in recruiting competent human resources, facilitate equitable distribution of training opportunities for growth and development among employees. Scope

The procedure shall cover Qualification Standards duly approved by Civil Service Commission (CSC) and NTC Merit Selection and Promotion Board (MSPB); identification of employees’ training needs; availment of training and development programs and the conduct of in-house and external training (foreign and local). Responsibility

The Hiring, Training and Promotion of human resources shall be the responsibility of the Chief of the Human Resources Division, the Personnel Selection Board (PSB), the Training and Advocacy Team and the Personnel Development Committee (PDC). Procedures HIRING 1. Preparation and Publication of Notice of Vacancy

1.1 Administrative Officer V of Human Resource Division, checks/verifies list of

vacant positions using the Personal Services Itemization and Plantilla of Personnel (PSIPOP);

1.2 On the basis of PSIPOP, Admin. Officer V prepares Notice of Vacancy (NV) Form No. for approval of the Commissioner as Chairman of the PSB;

1.3 HRD receives the copy of Approved Notice of Vacancy for publication; 1.4 HRD forwards the Notice of Vacancy to Administrative Branch for

Administrative Assistant I to prepare the Requisition Issued Slip (RIS); 1.5 Chief of Human Resource Division signs the Requisition Issued Slip (RIS); 1.6 Admin. Assistant I (AB) submits to BAC for posting to PHILGEPS 1.7 After publication, the Notice of Vacancy is posted in the bulletin board and e-

mailed to Regional offices.







2. Preparation on Interview and Written Exam

1.1 Administrative Officer V prepares the list of all qualified applicants both for

entry level and promotion in accordance with the qualification standard. 1.2 Administrative Officer V prepares notice of scheduled interview and

examination signed by the Chief HRD and forwards the same to the PSB Vice Chairman for approval

1.3 Administrative Officer V receives the approved notice and post the same to the bulletin board, sends notice to the Regional Offices thru fax or email and notifies new applicants(entry position) thru mobile calls/text;

1.4 For Salary Grade-18 and below, interview and exam shall be handled by Human Resource Division (HRD)

1.5 For Salary Grade 19 and above the conduct of interview shall be handled by the members of Personnel Selection Board (PSB);

2. Recruitment

2.1 Entry Position

a. Applicants are evaluated in accordance with the qualification standard; b. Applicants who met the QS and appeared for interview and took the

psycho-social examination are considered for the position; c. All qualified applicants after careful evaluation of the result of the exam

and interview and met the minimum requirements are summarized in matrix form for deliberation.

2.2 Promotion a. All applicants are considered qualified if they met the Qualification

Standard approved by the CSC. b. Applicants who met the QS, appeared for interview and took the

examination are listed as candidates for the promotion. c. Applicants in an alphabetical order are then summarized in matrix form

using the point allocation system. 2.3 Deliberation

a. Admin. Officer V prepares the Notice of Meeting for PSB Deliberation, initialed by Chief, HRD and Director Admin. Branch to be approved by PSB-Vice Chair;

b. Admin. Officer V prepares the Memorandum for deliberation for approval of the PSB Chairperson

c. After approval of the memorandum for deliberation, Admin. Officer V notifies all PSB members for the scheduled deliberation







d. Chief HRD as secretarial formally opens the PSB Deliberation and informs

the PSB how the applicants were ranked according to points. e. PSB after thorough discussion, lists down the top five (5) applicants

deemed most qualified for PSB Chair to select and appoint. 3. Preparation of Appointment

3.1 Chief, HRD prepares the Minutes of the deliberation together with the

Resolution for review and approval of the PSB members; 3.2 The Minutes and resolution is forwarded to the PSB Chairperson for him to

select the most fit and qualified for the position; 3.3 After selecting the candidate, Admin. Officer V prepares the appointment to

be signed by Chief HRD as secretariat, initialed by Director Admin. Branch in the name of the Chair person;

3.4 Admin. Officer V sends copy of appointments to newly/promoted applicants together with the requirements to be submitted to Civil Service Commission (CSC);

3.5 Admin. Officer V prepares the ROPA-RAI to be submitted to CSC.

4. Job Order

4.1 Human Resource Division (HRD) receives and records letter request from the Branch Director/ Division Chiefs to hire Job Order with recommended applicant/s;

4.2 Administrative Officer V prepares brief for the Commissioner, for review of Chief, HRD, and forwarded to Director Administrative Branch for her/his concurrence and initial, the same is forwarded to the Deputy Commissioner for Admin for initial and forwards to the Commissioner for his approval;

4.3 After the request is approved, Chief, HRD informs the requesting party that the request is approved and the Job Order to produce documents to be submitted to the HRD;

4.4 Administrative Officer V prepares contract of service for signature of the Job Order, his/her immediate supervisor, Director Administrative Branch, Accountant III, then forwards to Deputy Commissioner for Admin for initial, then forwards to Commissioner for approval and signature;

4.5 The contract of service is signed, the contract is sealed by a notarial seal with documentary stamp tax, the job order undergoes orientation with regards to office policies, a copy of contract Is provided and for 201 file.







TRAINING 1. Local External Training

1.1 Receives local training invitation thru mail/emails and records the same in

logbook. 1.2 Verifies to the Finance Division for the availability of funds for the said local

training.

If no funds available: a. Sends regrets to the institution/organization and file the invitation. b. Interested employees to attend the training/seminar shall borne the

expenses of the training thereon and should secure clearance or authority to attend from the Branch Director/Division Chief/Unit where he/she is assigned subject for approval of the Commissioner.

If funds are available: a. Disseminates the invitation to request for nominees from

Branch/Division/Units whose function are relevant to the local training and duly nominated by the Branch Director/Division Chief/Section Unit concerned. Consolidates and prepare lists of attendees.

b. Prepares Memorandum/Travel Order and Program of Work and forwards the same to C, HRD for review and signature and route to Administrative Branch and PFMB for signature and Office of the Commissioner for final approval.

c. Serves approved Memo/Travel Order to concerned employee and copy furnished Finance Division for the issuance of disbursement voucher and obligation request;

d. Encodes to database the said training course for reportorial requirements and provide copy of Memo/Travel Order to 201 files;

e. Participants attends the local training. f. Participant/attendee submits Post seminar/training Report, certificate

of completion and certificate of attendance to HRD for reportorial requirements and 201 file.













2. In-House Training

2.1 Prepares memo to all Branch/Division/Training and Advocacy Team for the

training needs of the workforce and request for the inputs by accomplishing the training needs survey form (QF-HRD-001).

2.2 Prepares the In-House Training Plan and forwards the same to the C, HRD for review, comments and further instructions.

2.3 Final Training Plan forwards to C, HRD for signature and forwards the same to Administrative Branch and PFMB for signature and availability of funds to be routed the same to the Office of the Commissioner for approval.

2.4 Approved training plan to be included in the preparation of the Annual Procurement Plan of HRD;

2.5 For the execution of the training: prepares the following: a. Letter request for the availability to conduct the training; b. Brief for the conduct of the training; c. Memorandum/Travel Order to the participants d. Program of Work with the following information (costing as to the number

of participants, venue, number of days, honorarium of the resource person, meals, transportation and miscellaneous).

If training provider is private entity: Sends invitation to at least three (3) to submit a training proposal/quotation to conduct the training course.

2.6 Forwards the Letter Request, Brief and Program of Work to the C,HRD for review and signature;

2.7 Forwards the same to Administrative Branch for final review/signature and routed the same to PFMB for funding availability and Office of the Commissioner for approval.

2.8 Serves signed memorandum to employees concerned. Issues Travel Order to regional participants;

2.9 Execution of the training includes the Post Evaluation to determine the effectiveness of the resource person, course and other matters concerned. Attendees are required to fill-out the Post Evaluation Form (QF-HRD-002).

2.10 Furnishes copies of Memo/Travel Order, Program of Work, and Attendance Sheet to Finance Division for the payments of honorarium/training fees, meals and other expenses incurred;

2.11 Issues training certificates based on the attendees. Original copies are disseminated to the attendees and photocopies are on 201 file.

2.12 After a period at least three months, issues Memorandum for the periodic follow-up to request the Branch Director/Regional Director to rate the employees’ performance to determine the effectiveness of the training they have attended by accomplishing the Periodic Follow-up Form (QF-HRD-003).

2.13 Collates forms and prepares analysis of the training conducted.







3. Foreign Training 3.1 Receives foreign training invitation.

3.2 Checks the provision for full fellowship (Airfare, Accommodation and Per Diem)

If no fellowship – training invitation is for file

3.3 Check also the deadline if within seven (7) days before the deadline.

If within seven (7) working days before the deadline

a. Get nominees from Branch Directors/Divisions/Units whose functions are related to the training course;

b. list employees who has no foreign training to date.

If beyond seven (7) working days before the deadline

a. Disseminate the invitation to all the Regional Offices/Branches Directors/ radio Spectrum Planning Division (RSPD) and Broadcast Services Division (BSD).

3.4 Prepares memorandum address to the Chairman and Vice-Chairman of NTC Personnel Development Committee (PDC) with attachments nominations from different Branches/Divisions/Units.

3.5 Director, Administrative Branch (AB) recommends NTC official nominee.

3.6 NTC Chairman and Vice-Chairman PDC will make the final decision on NTC official nominee.

3.7 Upon receipt of the nominations, prepares line-ups of qualified nominees and schedule the training deliberation.

3.8 Coordinates/Notifies Chairman and Vice-Chairman PDC and the Members of the PDC of the schedule of deliberation.

3.9 Prepares the Minutes of the Meeting.

3.10 Prepares nomination forms and requirements for submission to the inviting organization scholarship committee.

3.11 Nominee accepts by NTC, PDC and by Sponsor. Note: If the nominee is not accepted – notifies the nominee and files the documents

3.12 Prepares additional requirements (request for travel authority) and other travel documents (revalidation/renewal of official passport; note verbal).

3.13 Processes travel documents.







3.14 Trainee attends the training.

3.15 HR files travel documents.

If no fellowship: a. Interested employees to attend the training/seminar shall borne the

expenses of the training thereon and should secure clearance or authority to attend from the Branch Director/ Division Chiefs/Units/ Regional Director where he/she is assigned subject for approval of the agency Director.













Objective

To establish and maintain procedures to control documents and data that relate to NTC’s quality system, to ensure that quality related documents are reviewed and approved for adequacy prior to intended use, and that only the latest revision is available at all points of use.

Scope This procedure shall apply to all Quality Management System forms and documents. Responsibility The QL shall be responsible in establishing and maintaining procedures of the following to control documents and data relative to NTC’s Quality System. 1. Document Control – The control of all Quality Management System

documentation and for its distribution and storage. The recipient of the QMS document upon receipt thereof shall accomplish an Acknowledgement Receipt Form (QF-QMS-004) and Withdrawal Form (QF-QMS-005).

2. Document Storage – Ensuring that master copies of all Quality Management System document, including all revisions, are maintained up to date and are retained in safe and water retardant storage facilities in order to prevent damage, deterioration and loss.

3. Amendment/Revision Record - updates the Amendment/Revision Record in the Manual upon receipt of a new document, or amendments to previously issued documents.

4. Document copies – The supervision of the copying of documents. 5. Document distribution – Distribution of copies of all quality standards system

documents to the recipients designated in the Manual “Distribution List” utilizing the Document Transmittal form.

6. Superseded/Obsolete documents – Prompt and proper disposal of superseded/obsolete documents, unless retained for reference or for other legal purpose/s.

7. Receipt of documents – Ensure that all controlled copies have been received by the holders thereof and obsolete documents have been properly stamped with “Obsolete Document”, and removed from all points of use.

8. Software – Where documents are retained in software, back-up copies of such software shall be stored independently.

9. Document retention – The document retention period and subsequent disposal shall also be in accordance with existing governmental records management,



Document Title DOCUMENTED INFORMATION




specifically the National Archives of the Philippines (NAP) General Circular No. 1 dated January 20, 2009, Rules and Regulations Governing the Management of Public Records and Archives Administration, implemented to all government agencies.

10. Document changes – changes to documents shall be reviewed and approved by the same procedures as for original documents.

11. Controlled copies – Documents issued under controlled conditions shall be indicated with the recipient’s name, as shown in the personnel list, and shall be identified by a statement in the cover page that the contents of the manual are Controlled Documents.

12. Distributed copies of controlled documents shall not be copied by any person at any level. The Quality Management System shall be subject to regular audit and any breach of this requirement shall be considered a non-conformance.

13. Uncontrolled copies – Documents issued under uncontrolled conditions shall be identified by the absence of a statement in the cover page that the contents of the manual are Controlled Documents.

14. Any evidence of Superseded/Obsolete documents being used, unless specifically authorized, shall be considered a non-conformance.

15. It shall be the responsibility of the recipient to keep controlled copies of documents updated and readily accessible.

16. All recipients of amended/revised documents shall surrender the superseded/obsolete documents to the QL upon issuance of the approved revised copy.

17. Quality related documents are documents defined within the Quality System such as the Quality Policy Manual, Quality Procedures Manual and Quality Forms and Documents Manual.

18. NTC shall establish and maintain documented procedures to control all documents and data related to the requirements of domestic and international standards.

19. Only a Document Revision Request Form duly approved by the QL shall be processed.

20. Revisions to quality related documents shall be reviewed and approved by the same person that performed the original review and approval.







Procedure 1. Revision or Preparation of Documents

1.1 The originating personnel who find it necessary to revise or prepare a document or form shall secure a Revision Request Form (QF-QMS-002) from the QL thru the Documentation Team.

1.2 The QL shall discuss with the concerned Chief of Division and other concerned personnel regarding the proposed revision.

1.3 The originating personnel shall accomplish the revision request form stating therein the proposed revision and forwarded to the QL together with a copy of the document to be revised.

1.4 The QL shall check the document number, title, current revision status and discuss with the proponent the proposed revision.

2. Review prior to Issuance

2.1 Prior to issuance of a new document or re-issuance of revised document, the Documentation Team shall be responsible in the review of said documents and implement corrective action(s) in coordination with the IQA regarding non-conformance.

3. Approval of Document/s

3.1 The Commissioner may totally approve the proposed revision/s, with corrections, or disapprove the proposed revision/s.

3.2 With the approved revision/s, the QL shall be responsible for the proper entry in the amendment/revision record in the quality manual, amendment of the corresponding controlled document/s including the revision status and date, production of the revised copy, and the distribution to the authorized holders of the manual.

3.3 The authorized user shall signify receipt of the revised copy of the document through the Acknowledgement Receipt (QF-QMS-004).

3.4 When advised by the QL, all obsolete copies shall be filed accordingly. 3.5 Superseded/obsolete documents must be surrendered to the QL in exchange

for the approved revised copy. 3.6 The document revision record form (QF-QMS-001) shall be filed with the

obsolete copy of the document attached to it by the QL.







4. Withdrawal of Documents

4.1 An accomplished withdrawal form (QF-QMS-005) shall be forwarded to the QL prior to the withdrawal of quality records indicating the reason, date and title of records to be withdrawn.

4.2 If request is approved, the QL forwards the request to the QMS Secretariat for appropriate action.

4.3 The QMS Secretariat shall maintain a logbook of records withdrawn indicating among others the date of withdrawal/return, title, recipient (with signature) of quality records.

4.4 On a monthly regular basis, the QMS Secretariat shall check the logbook to ensure if record(s) is returned within the prescribed period. If the recipient fails to return the record(s), reminds the same.

4.5 If the record(s) is lost, the QMS Secretariat reports the incident to the QL. 4.6 The QMS Documentation Team shall review, maintain and secure in safe

place the Withdrawal logbook.

5. Control of External Communications and Documents

5.1 External communications and documents shall refer to letters, e-mails, other

government agencies’ issuances affecting the quality management system,

and the like.

6. Receiving and Distribution

6.1 The QMS Secretariat shall receive all QMS related external communications/documents and shall record the date and time of receipt.

6.2 Immediately upon receipt of the document, the QMS Secretariat shall forward the same to the QL thru the QMS Documentation Team who shall then recommend the appropriate action to be taken.

6.3 The QL shall review and act on the adequacy of the external communications/documents in accordance with the established QMS procedures.

6.4 Upon approval of the QL, the QMS Secretariat shall reproduce and distribute the documents to authorized personnel for information and/or further action.

6.5 The QMS Secretariatshall ensure that all documents are duly acknowledged and received by the addressees.







7. Filing

7.1 The QMS Documentation Team shall ensure that all QMS related external

communications/documents are filed according to its nature and content. 7.2 The QMS Documentation Team shall also ensure that all external

communications/documents are readily available when needed. QUALITY FORMS AND DOCUMENTS ARE CONTAINED IN QREF MANUAL







Objective

To ensure that any service, procedure or activity which does not conform to the specified requirements are identified and corrective action be taken so as not to affect the quality of service. Scope This procedure shall cover processes or activities in non-conforming products, service documentation, procedure or activity. Likewise, it shall cover processes and procedures for the impartial investigation of any reported negligence or any act or omission, violation of laws, rules and regulations of the NTC. Responsibility

The QL, Legal Branch and the Documentation Team are the responsible parties in the control of non-conformance. The QL is responsible in analyzing non-conformance report/s, identifying and monitoring corrective action thereon. Procedure 1. Non-Conforming product, service, documentation, procedure or activity:

1.1 The QL shall deal with all non-conformances. 1.2 The QL shall require that all non-conformances be defined/outlined in writing. 1.3 The originator, the Director of Branch and the Chief of Division, subject to the

approval of the QL, shall take corrective action on the reported non-conformance to eliminate the cause of the potential non-conformity, defect or other undesirable situations in order to prevent occurrence.

1.4 Reports of non-conformances are recorded by the originator on a Non-Conformance & Corrective Action Report Form (QF-IQA-005) which can be secured from the QL. The NC-CAR are serial numbered from a Register of Non-Conformances held.

1.5 The originator of the Non-Conformance Report shall describe in the NC-CAR the noted non-conformance and give details of the corresponding corrective action to be taken, then signs and submits the report to the QL.

1.6 The QL shall assess and determine the propriety of the proposed corrective action by the originator and shall approve the same if found to be responsive to the non-conformance.



Document Title CONTROL OF NON-CONFORMANCE




1.7 The QL shall circulate the non-conformance and corrective action to

concerned parties. 2. Violation of Rules and Regulations

2.1 Filing of a verified complaint against a holder of a

CPCN/CPC/CA/PA/authorization or any person operating a service or activity or possessing any instrument and equipment without any authority, permit or license from the Commission.

2.2 The Commission may also file or initiate a complaint based on the report of the appropriate branch/division/unit concerned or any employee deputized by the Commission.

2.3 Issuance of Show Cause Order and may call upon the respondent to appear and submit a verified answer to the complaint.

2.4 Pending hearing and final consideration of the case, the Commission may, upon motion or motu propio issue a cease and desist order to a respondent.

2.5 After conclusion of hearings, a decision shall be rendered by the Commission en banc.

2.6 All orders, decisions or resolutions of the Commission shall take effect immediately and unless there is an appeal, shall become final upon the expiration of fifteen (15) days from notice thereof to all parties.



Document Title CONTROL OF NON-CONFORMANCE




Objective

To provide for the analysis of all non-conformances, monitor any trends which may be evident, and initiate appropriate action to prevent occurrence and recurrence of non-conformance in the quality system.

Scope This procedure applies to corrective actions to non–conformances detected in product, services, documentation, procedures, non-conforming certificates, permits and licenses through self-check, internal verification, inspection, audits or complaints from clients.

Responsibility

Upon completion of the audit, it shall be the responsibility of the Quality Leader and the Internal Quality Audit staff to monitor the strict compliance with the corrective actions as prescribed in the Quality Policy Manual. The concerned Officials and employees are responsible in devising corrective action/s to be taken and in ensuring that such action taken is effective.

Procedure

1. The IQA Team shall issue the Non-Conformance findings to the respective Branch/Division/Units.

2. Director/Chief of Branch/Division shall immediately prepare correction of the findings, if necessary.

3. After the Audit Findings are received by the respective units, all employees, as

appropriate, shall plan and assess the causes of the non-conformances.

4. The corrective action shall be based on a thorough investigation of the root cause of the non-conformance which may include analysis of all processes, services, procedures, quality records, feedback, etc.

5. Implement the approved corrective actions within the specified time limit, verify

the implementation and inform the QL.



Document Title CORRECTIVE ACTION




6. The QL shall close audit findings/non-conformances after verification.

Verification of non-conformance involving documentary evidence will be done at least one (1) month after completion/implementation date; and

Verification of non-conformance involving procedure will be on or before the next scheduled audit/visit.

7. The Internal Quality Auditor shall initiate follow-up activities to verify the

completion of the action taken to prevent recurrence and follow-up if the action taken has been effective. All corrective actions will be reported to the QL using the NC-CAR form.

8. Should the follow up indicate that corrective actions have been taken, then the

NC-CAR can be closed out otherwise a new one will be issued. 9. Refer to Control of Non-Conformance procedure QPR-05. 10. Records and documents stated in this procedure shall be disposed and retained

in accordance with the approved Disposition Schedule.



Document Title CORRECTIVE ACTION




Objective

To ensure that the internal quality audits to be conducted are planned and controlled such that the quality system is thoroughly evaluated and improved for greater effectiveness.

Scope

The procedure, which shall be conducted at least once (1) a year by the Internal Quality Audit Team (IQA Team), covers the implementation of the Quality Management System in the Divisions and Sections involved.

The three categories of non-conformances are as follows: a. Non-Conformance b. Observation c. Needs Improvement Responsibility

The QL, Documentation Team and the IQA Team who do not have direct responsibility for any of the work in the areas to be audited, are responsible for the administration of the internal quality audits. Procedure 1. The QL decides the functions to be audited, approves the annual audit program

prepared by the Documentation Team and the IQA Team, and consider and decide the composition of the audit team and the Lead Auditor.

2. The Lead Auditor shall find and study the applicable documents, manuals, requirements, etc. He shall prepare the audit checklist for functions to be audited and discuss/agree on the audit to be conducted.

3. Based on the approved Audit Schedule, an Internal Quality System Audit shall be conducted.

4. Notice is issued to the auditees seven (7) days before the conduct of an audit, stating thereat; the date and time of audit, audit scope and objectives, names of auditors and request to advise if date and time are not convenient.



Document Title INTERNAL QUALITY AUDIT




5. Opening (Pre- Audit) Meeting

5.1 The Lead Auditor conducts the pre-audit meeting which is attended by the

persons to be audited and members of the audit team. 5.2 The brief entry meeting shall be conducted to:

a. Introduce the audit team members to the auditees. b. Confirm briefly the objective, audit scope and the timetable. c. Clarify any ambiguities in the process and make the final adjustments, if

any. d. Introduce the methods by which non-conformances will be addressed. e. Agree on a tentative time for the closing meeting and invite the

concerned chief of divisions. f. An attendance sheet shall be accomplished during the entry meeting

using Attendance Register Form (QF-IQA-002).

6. Audit Execution Summary

6.1 The audit shall be conducted in accordance with the prepared Audit Plan (QF-IQA-001) and checklist.

6.2 Audit Report Forms (QF-IQA-003) shall be filled up during audit. Observations shall be recorded using Observation Report (QF-IQA-004).

6.3 If there is non-conformance (N/C), fill in “N/C” of Non-Conformance & Corrective Action Report (NC-CAR) Form (QF-IQA-005). Discuss and agree on N/C and follow up.

7. Post-Audit Meeting Summary and Follow-up The Lead Auditor shall arrange a post-audit meeting in cooperation with the auditees together with the audit team in attendance. The Lead Auditor pinpoints positive aspects, presents non-conformities which shall be documented using the NC-CAR Form (QF-IQA-005), presents observations and repeats the audit principles. The Lead Auditor shall discuss, agree on and ask the responsible officers of the Offices to sign the non-conformity and observation reports and plans/schedules for action/s. The Lead Auditor shall also discuss and decide together with the Chief of the Divisions subject of audit, the schedule of corrective actions to be taken as well as follow-up actions.







8. Reporting and Finalization

8.1 The Documentation Team shall finalize all the NC-CAR, prepares Summary

of Audit Findings and endorses it to the QL for approval. The Documentation Team shall make the follow-up as agreed.

8.2 The completed and closed-out NC-CAR shall be accomplished and filed by the Audit Team.

9. Review and Follow-up 9.1 The auditee is responsible for determining and initiating the corrective action

necessary to correct a deficiency and to correct the cause of the deficiency. The Lead Auditor shall be responsible only for identifying the deficiency.

9.2 Corrective actions should be completed within the time scale determined by the auditee, but which is acceptable to the auditing team.

9.3 The Auditor shall initiate follow-up activities, on the date(s) agreed by the auditor and the auditee, to verify completion of the action taken to prevent recurrence.

9.4 If the follow-up indicates that the actions taken have corrected and prevented a recurrence of the deficiency, then the corrective action request can be closed out.

9.5 If the follow-up indicates that the action taken does not correct the deficiency or does not prevent the recurrence, then this shall be stated on the Corrective Actions Request Form.

9.6 Audits, Audit Report, NC-CAR and Follow-up Audits shall be controlled and regulated by the QL.

10. Auditing the Internal Quality Audit Team

The QL and DQL shall audit the IQA to ensure that: 10.1 The IQA Team shall assess and monitor the effectiveness of the Internal

Quality Audits. 10.2 There was no impartiality in all IQA. 10.3 A systematic monitoring activities are conducted including Quality

Assurance Review to measure achievement of the defined objectives of the internal audit.

10.4 The result of audit is properly documented.







Objective To ensure that the supplies, materials, equipment, documents and services being provided are in accordance with the quality requirements and specifications.

Scope This element covers the procurement of supplies, materials, equipment, documents and services.

Responsibility

The Chief of the General Services Division (GSD), Planning, Finance and Management Branch (PFMB) and Bids and Awards Committee (BAC) shall be responsible for the procurement of common-use supplies, inventory items, non-common-use supplies and services that are being requested by the Branch Director, Chiefs of Divisions/Sections/Units of the Commission based on the Approved Annual Procurement Plan (APP) of the current year. Procedure

1. Annual Procurement Plan (APP) Preparation of APP shall comply with the 2016 Revised Implementing Rules

and Regulations of Republic Act No. 9184 Otherwise known as the Government Procurement Reform Act (Appendix 2 GPPB Circular 08-2015 Preparation of the Annual Procurement Plan (APP).

2. Procurement of Goods Procurement of goods shall comply with the 2016 Revised Implementing Rules

and Regulations of Republic Act No. 9184 otherwise known as the Government Procurement Reform Act.

3. Delivery, Inspection, and Acceptance Delivery of items, Inspection and Acceptance of the items shall comply with the Training Handbook on Property and Supply Management System by COA. If the procurement is made in PS and NPO, within twenty-four hours after delivery, a request letter forwards to COA Resident Auditor for a COA representative to physically inspect delivery and to ensure conformity with quality and specifications.



Document Title PURCHASING




4. Issuance and Utilization

An Inventory Custodian Slip (ICS) shall be prepared for monitoring, control and accountability of end-user for small tangible items with estimated useful life of more than one year but small enough to be considered as PPE. (COA Cir. No. 2005-002, April 14, 2005) For non-expendable property and equipment, a Property Acknowledge Receipt (PAR) for Equipment shall also be prepared to record the accountability of the end-user. The Report of Supplies and Materials (RSMI) and Report of Accountability of Accountable Form (RAAF) issued serve as a monthly abstract of supplies and materials and accountable forms issued as evidenced by the RIS.

5. Payment

To effect disbursement of public funds for the settlement of government obligations, submission of the required documents to substantiate the transaction is a basic requirement to be complied.



















Objective To ensure that clients/customers are provided with quality service and support. Scope

This procedure shall apply to the services provided by the National Telecommunications Commission significant to the following processes:

Issuance of Type Approval/Type Acceptance Certificate and Grant of Equipment Conformity by the Equipment Standards Division under the Office of the Commissioners

Issuance of New Radio Station Licenses of Public Telecommunications Entities with pre-assigned frequencies by the Network and Facilities Division of the Regulations Branch; and

Issuance of Renewal of Radio Station Licenses without modification of Public Telecommunications Entities by the Regional Offices.

Responsibility

The QMS Leader, Director of the Legal Branch, Chief of the Consumer Welfare and Protection Division (CWPD), Administrative Officer V for Records, Chief of Corporate Planning and Programming Division, QMS Secretariat, and all persons involved in the delivery of frontline services including those in the NTC Regional Offices, are responsible for overseeing that quality service and support are delivered to the clients/customers in its daily services. Procedure

1. Use of Survey Forms

1.1 The Administrative Officer V of the Central Records and the Administrative

Staff of the Office of the Commissioner and the releasing officers of the

Regional Offices are directed to furnish the applicants with the Official Survey

Form, with instruction to accomplish the same optionally, while waiting for the

release of the requested certificate/s licenses.

1.2 The duly accomplished survey form may be submitted in a sealed drop-box

located at the said offices after the release of the certificate/license being

requested.

Republic of the Philippines Office of the President NATIONAL TELECOMMUNICATIONS COMMISSION


Document Title CUSTOMER SATISFACTION



Revision Date 26 March 2018 Page No. Page 1 of 3

1.3 The CWPD shall collect all accomplished survey forms in the designated drop

boxes (at the end of the day). The CWPD shall then transmit the same

(following day or weekly) to the CPPD, PFMB.

1.4 The Statistician of the CPPD, PFMB will study, evaluate and conduct

statistical analysis of the accomplished survey forms. The statistician of the

CPPD, PFMB shall prepare a monthly summary of the statistical analysis and

shall submit the same to the QMS Leader every Wednesday of the

succeeding week.

For Regional Offices, the accomplished survey forms should be sent every

first week of each month through courier covering the previous month.

1.5 The QMS Leader, through QMS Secretariat, shall determine if the feedbacks

are meritorious or not. Should there be a negative feedback and is found to

be meritorious, the QMS Secretariat shall endorse the same to the

Commissioner and to the concerned division/unit. Otherwise, the same shall

be stored as record on file.

1.6 The Director/Chief of the concerned Regional Office/Branch/Division/Unit

shall propose corrective action/s and discuss the same with the QMS Leader.

1.7 The Director/Chief of the concerned Regional Office/Branch/Division/Unit and

the QMS Leader shall then make recommendation on corrective action/s to

take and seek approval thereof by the Commissioner.

1.8 If approved, the Director/Chief of the concerned Regional

Office/Branch/Division/Unit shall implement the corrective action/s and report

the result thereof to the QMS Leader, copy furnished the Office of the

Commissioner.

1.9 The Documentation Team shall be the repository of all documents, records

and files relevant hereto.

2. Other Mechanisms (E-mail, Personal, etc.)

2.1 Complaints, inquiries or comments from the public affecting the services of

the Commission shall be received by the CWPD. 2.2 The CWPD Chief/Personnel shall determine the nature of the complaint,

inquiry or comment, and forward the same to the concerned branch/division. 2.3 It shall be the duty of the concerned branch/division to apprise the

complainant or any person seeking CWPD assistance of the status/action taken, copy furnished CWPD.













Objective

To ensure that the personnel of the Divisions/Sections performing functions related to the regulation, supervision and control over all telecommunications facilities and services in the country consistently implement policies, plans and programs according to prescribed standards and procedures of the Quality Management System. Scope

Issuance of Type Approval/Type Acceptance Certificate and Grant of Equipment Conformity by the Equipment Standards Division under the Office of the Commissioners

Issuance of New Radio Station Licenses of Public Telecommunications Entities with pre-assigned frequencies by the Network and Facilities Division of the Regulations Branch; and

Issuance of Renewal of Radio Station Licenses without modification of Public Telecommunications Entities by the Regional Offices.

Responsibility The Branch Directors and Division Chiefs of the Delivery Units, Directors of the NTC Regional Offices, the QL, Central Records and Regional Records Section.

Procedure QUALITY PROCEDURES are contained in the succeeding pages of this Manual in QPR10.1, QPR10.2 and QPR10.3



Document Title CONTROL FUNCTIONS




Objective

To ensure the implementation of systematic flow of processes in the issuance of

certificate (CPE/RCE/GEC) in compliance with the existing NTC rules and regulations

and that quality is maintained and focused on customer satisfaction.

Scope

This procedure covers the Issuance of Type Approval Certificate for Customer Premises Equipment - CPE, Type Acceptance Certificate for wireless Radio Communication Equipment (transmitter/transceiver) - RCE and Grant of Equipment Conformity Certificate to equipment with combination of CPE and RCE functionality.

Responsibility The Chief of Equipment Standards Division, ESD Staff, Cashier Section, Office of the Top Management and Central Records Section are responsible in the implementation of this procedure. Procedure 1. Submission of application with ESD

1.1 Applicant may submit the application personally or through an authorized

representative. a. The duly accomplished application form (QF-ESD-001) shall be

submitted together with the required supporting documents to ESD

technical staff.

b. The ESD technical staff checks the correctness of entries in the

application form and the completeness of required documents.

c. If found to be in order, the ESD technical staff prepares the Statement

of Account (SOA) and forwards same to the Chief, ESD for signature.



Document Title ISSUANCE OF TYPE APPROVAL/TYPE ACCEPTANCE CERTIFICATE AND GRANT OF EQUIPMENT CONFORMITY BY THE EQUIPMENT STANDARDS

DIVISION UNDER THE OFFICE OF THE COMMISSIONERS

Document Code QPR-10.1 Reviewed by QL


Revision Date 08 October 2018 Page No. Page 1 of 4

2. Payment of Application/Certificate fees with the Cashier Section

2.1 The cashier staff receives the payment and issues the corresponding Official

Receipt.

Details of payment shall be stamped on the application form. 2.2 The cashier staff shall release the Official Receipt (OR) to the applicant and

instructs the applicant to proceed to Central Records Section (CRS) to submit application.

3. Receiving of Application at the Central Records Section (CRS)

3.1 Assignment of Reference Number 3.2 Attaches Routing Slip 3.3 Forwards application file to ESD for processing

4. Processing of Certificate by the ESD

4.1 ESD administrative staff the application file and forwards to the Chief, ESD

for individual assignment. 4.2 ESD administrative staff verifies the authenticity of submitted certificate, test

documents and other supporting documents:

If any of the supporting documents are found to be fake/tampered and that the authenticity of such were not confirmed by the issuing party, prepare Letter of Denial, forward it to the Office of the Commissioner for approval and release to applicant.

4.3 Upon confirmation of authenticity of supporting documents, the ESD Technical Staff shall evaluate and process the application.

If in order, the ESD technical staff shall prepare the draft certificate.

If not in order, the applicant shall be informed of such. 4.4 The Chief, ESD reviews application.

If in order, the draft certificate will be returned to the ESD technical staff who prepared the same with instructions to finalize the certificate.

If not in order, the application file will be returned to the ESD technical staff who prepared the same with corrections and/or instructions.

4.5 ESD technical staff assign certificate number and finalize.








4.6 The Chief, ESD shall affix initials denoting recommendation for approval

of Certificate 4.7 ESD administrative staff checks T.A. No. before forwarding the

Certificate (with Chief, ESD’s initial) to the office of the Deputy Commissioner (ODC)

5. Approval of Certificate by the Top Management

5.1 The Office of the Deputy Commissioner (ODC) Staff records the receipt of application file

5.2 The Deputy Commissioner reviews the application file and affixes signature to the Certificate.

If not in order, returns to ESD with instructions. 5.3 The ODC staff forwards the approved Certificate to the Cashier for the

stamping of the payment details and to the Commission Secretariat (ComSec) for clearance of the administrative case.

6. Releasing of Certificate at the Office of the Deputy Commissioner (ODC)

6.1 The applicant shall proceed to the ODC for the releasing of Certificate.

The ODC staff release certificate to applicant. 7. The ODC staff forwards the application file to the CRS for safekeeping.















Objective To ensure the implementation of systematic flow of processes in the issuance of New Radio Station Licenses with Pre-Assigned Frequencies of Public Telecommunications Entity (PTE) in compliance with the existing NTC rules and regulations and that quality is maintained and focused on customer satisfaction. Scope This procedure covers the Issuance of New Radio Station Licenses (RSL) with Pre-Assigned Frequencies of Public Telecommunications Entity (PTE) by the Network and Facilities Division (NFD). Responsibility The Director of Regulation Branch (RB), the Chief of the Network and Facilities Division (NFD), the NFD Personnel, Cashier (or Administrative Officer V for Cash) and the Head of Central Records (or Administrative Officer V for Records) are responsible for the Issuance of New Radio Station Licenses with Pre-Assigned Frequencies of Public Telecommunications Entity. Procedure 1. Submission of Application with NFD

1.1 The Applicant submits the duly accomplished form, Application for

Construction Permit (QF-NTC-004)/New Radio Station License (QF-NTC-

002), together with the requirements to Technical Personnel.

1.2 The Technical Personnel checks entries in the application, prepares the

Statement of Account (SOA) and forwards the same to the Chief of NFD for

approval.

2. Payment of fees with the Cashier

2.1 The Cashier Staff receives the Statement of Account and the corresponding amount.

2.2 The Cashier Staff issues Official Receipt and stamps the details of payment on the application form.

2.3 The Cashier Staff releases the Official Receipt (OR) to the Applicant and instructs the Applicant to return to NFD.




Document Title ISSUANCE OF NEW RADIO STATION LICENSES OF PUBLIC

TELECOMMUNICATIONS ENTITIES WITH PRE-ASSIGNED FREQUENCIES BY THE NETWORK AND FACILITIES DIVISION OF THE REGULATIONS BRANCH




3. Issuance of Notice of Acceptance by NFD

3.1 The Technical Personnel verifies the payment made on the application file;

3.2 The Technical Personnel stamps “For Acceptance” on the application;

3.3 The Evaluator instructs the Applicant to proceed to the Central Records for

receipt of application.

4. Receiving of Application at the Central Records 4.1 The Central Records Staff assigns reference number on the received

application and attaches Routing Slip (QF-NTC-001).

4.2 The Central Records Staff returns the application to NFD for processing.

5. Processing of RSL by NFD 5.1. The Non-Technical Personnel records the received application and

forwards to assigned Technical Personnel. 5.2. The Technical Personnel reviews the application, issues instruction and

forwards the application to the Non-Technical Personnel. 5.3. The Non-Technical Personnel prepares draft RSL and forwards to

Evaluator. 5.4. The Technical Personnel corrects the prepared draft RSL and returns the

same to Non-Technical Personnel. 5.5. The Technical Personnel checks the final RSL, affixes initial and forwards

the file to the Chief of NFD. 5.6. The Chief of NFD reviews RSL, affixes initial and forwards to the Director of

Regulation Branch (RB).

6. Approval of Radio Station License by Director of RB 6.1. The Director of RB approves the RSL and returns the application file to NFD.

7. Confirmation of payment by the Cashier

7.1. The NFD Non-Technical Personnel records the approved application file and forwards to the Cashier for confirmation of payment indicated in the approved license.

7.2. The NFD Non-Technical Personnel endorses the approved application file to Commission Secretariat (ComSec) for Clearance of Administrative Case.









8. Clearance of Administrative Case with ComSec

8.1. The ComSec staff verifies and stamps licenses’ status of pending administrative case, if applicable.

8.2. The ComSec staff forwards the approved application file to Central Records for release of RSL.

9. Release of RSL by Central Records

9.1. The Central Records staff releases the approved licenses.

















Objective To ensure that the Issuance of Radio Station Licenses for renewal without modification of Public Telecommunications Entities is in accordance with the established laws, rules, regulations and guidelines. Scope This procedure covers the issuance of Radio Station Licenses for renewal without modification of Public Telecommunications Entities by the Regional Offices.

Responsibility The Regional Director, Technical and Administrative Personnel, Legal Section and Cashier Section are responsible for the Screening, Assessment and Processing of Applications for Renewal of Radio Station Licenses of Public Telecommunications Entities.

Procedure 1. Evaluator shall screen the application with attached required documents

1.1 Screens completeness and correctness of application 1.2 Attaches and accomplishes the Routing Slip to the application file 1.3 Prepares the Statement of Account (SOA) 1.4 Accomplishes Routing Slip

2. The Accountant or his/her designate prepares the Statement of Account of the

prescribed fees 2.1 Prepares and signs the Statement of Account 2.2 Accomplishes Routing Slip and endorses application file to Cashier

3. Cashier accepts payment

3.1 Receives payment and issues Official Receipt 3.2 Indicates payment details on application file 3.3 Accomplishes the Routing Slip and endorses application file to Receiving

Staff



Document Title ISSUANCE OF RENEWAL OF RADIO STATION LICENSES WITHOUT

MODIFICATION OF PUBLIC TELECOMMUNICATIONS ENTITIES BY THE REGIONAL OFFICES




4. Receiving Staff shall receive the forwarded application file

4.1 Logs the details of application in the Receiving Logbook and assigns

reference number 4.2 Accomplishes the Routing Slip and endorses the application file to the

Licensing Staff

5. Licensing Staff shall accept the application file 5.1 Encodes the details of the RSL into the Database 5.2 Attaches RSL forms to the application file and logs RSL form details on the

RSL accountable form logbook 5.3 Prints the RSL 5.4 Affixes initial on the RSL 5.5 Accomplishes the Routing Slip and endorses RSL file to the Legal Section

6. Legal Section shall accept the processed RSL for verification of any

Administrative Case 6.1 Verifies existence of any pending Administrative Case

If with pending Administrative Case, informs the concerned applicant to settle and clear the said case

If with no pending Administrative Case, stamps the legal clearance on application form, affixes signature, accomplishes Routing Slip and endorses to the Enforcement and Operation Division Chief

7. Enforcement and Operation Division Chief shall accept the processed RSL 7.1 Verifies the completeness and correctness of the processed RSL

If not approved, returns to the Licensing Staff for correction

If approved, affixes initial, and accomplishes Routing Slip and endorses the processed RSL to the Regional Director

8. Regional Director shall accept the processed RSL for final approval 8.1 Verifies the completeness and correctness of the processed RSL

If not approved, returns to the Enforcement and Operation Division Chief for correction

If approved, affixes signature in the RSL for final approval, accomplishes Routing Slip and endorses to the Releasing Staff



Document Title

ISSUANCE OF RENEWAL OF RADIO STATION LICENSES WITHOUT MODIFICATION OF PUBLIC TELECOMMUNICATIONS ENTITIES BY THE

REGIONAL OFFICES




9. Releasing Staff shall accept the forwarded approved RSL

9.1 Safe keeps the approved RSL File 9.2 Requests the applicant to present Official Receipt 9.3 Logs detail of application on designated Releasing Logbook 9.4 Request the Applicant to accomplish Feedback Form and drop into the

designated Survey Box 9.5 Accomplishes the Routing Slip and endorses the released RSL File to the

Records Section



Document Title


REGIONAL OFFICES






Document Title


REGIONAL OFFICES




Objective The NTC shall undertake records management which includes proper handling, storage and preservation of documents/records which are essential to its certification and licensing functions. Scope This particularly applies to the records/documents used in the application and evaluation of the following processes:

Issuance of Type Approval/Type Acceptance Certificate and Grant of Equipment

Conformity by the Equipment Standards Division;

Issuance of New Radio Station Licenses with pre-assigned frequencies of Public

Telecommunications Entity by the Network and Facilities Division; and

Issuance of Renewal of Radio Station Licenses of Public Telecommunications

Entity by the Regional Offices covering all licenses without modification.

Responsibility

The Chief of General Services Division, Administrative Officer V for Records, Chief of

Equipment Standards Division, Director of Regulation Branch, Chief of Networks and

Facilities Division, all Regional Directors, COA Unit Auditor and QL are responsible in

ensuring that developed procedures in storing and preservation of documents are

implemented.

Procedure

1. Preservation of Documents The NTC shall strictly observe and implement proper handling of documents/records as per NAP R.A. 9470. Permanent records shall be preserved and controlled its use while temporary records are properly organized and systematically filed for continuous reference of the process owners and the grantees or external clients when officially requested.

2. Storage of Documents Records storage areas shall be properly secured and well ventilated to prevent the records or documented information from mutilation, discoloration, misplaced or loss and damaged.



Document Title HANDLING, STORAGE, PACKAGING, PRESERVATION AND DELIVERY




5. Spoiled Certificates The guidelines for handling of spoiled certificates must be in pursuant to Section 99 (submission to COA Auditor of Obsolete, Spoiled and Cancelled Forms) of the Government Accounting and Auditing Manual Volume I.

6. Releasing 4.1 Accepts the Approved Application Form (AAF), Supporting Documents (SD),

Approved Radio Station License (ARSL) / Approved Permit (AP) / Approved Certificate (AC) from the delivery unit or OC.

4.2 Check all the RSL/AP/AC series number, validity and if properly signed by the authorized signatory

4.3 Checks the stamped clearance from ComSec 4.4 Checks for authorization letter and valid ID

7. Customer Property NTC protects and safeguards the confidentiality of the information specific to each customer. Confidential customer information is protected. Samples of customer information but not limited to: a. Contact details b. Sketches / Layouts / Plans documents/information c. Other related confidential information



Document Title HANDLING, STORAGE, PACKAGING, PRESERVATION AND DELIVERY




Objective To ensure that the performance and effectiveness of the QMS are monitored, measured, analyzed, evaluated on a regular basis and conforms to the planned arrangements and to the requirements of ISO 9001:2015. Scope This procedure cover processes in monitoring, measurement, evaluation and analysis on the performance and effectiveness of the QMS.

Responsibility The QL, DQL, Director and staff of PFMB and AB are responsible for monitoring, measurement, evaluation and analysis on the performance and effectiveness of the QMS. Procedure 1. The QL shall determine what needs to be monitored, measured, analyzed and

evaluated based on NTC’s Plans and Programs including but not limited to the following: a. Personnel awareness b. Performance Indicators for each of the QMS processes and activities; c. Customer perception d. Performance of outsourced services

2. The PFMB and the AB shall use any of the following methods to monitor and measure the QMS processes to demonstrate achievement of planned results a. Interview b. Survey c. Statistical Techniques

3. The conduct of monitoring and measurement shall be performed as follows: a. Personnel awareness – at least once a year b. Performance Indicators for each of the QMS processes and activities – on a

monthly basis c. Customer perception – on a daily basis d. Performance of outsourced services – one month before the end of contract



Document Title MONITORING, MEASUREMENT, ANALYSIS AND EVALUATION




4. The results from monitoring and measurement shall be analyzed and evaluated.

The report shall include evaluation on the following: a. Conformity of services b. Degree of customer satisfaction c. The performance and effectiveness of the QMS d. If planning has been implemented effectively e. The effectiveness of actions taken to address risks and opportunities f. The performance of external providers g. The need for improvements to the quality management system

5. Reports generated from the analysis and evaluation conducted shall be submitted

to the QL every 15th day of January and July or as the need arises.



Document Title MONITORING, MEASUREMENT, ANALYSIS AND EVALUATION




Objective The NTC ensures that the applicants are identified through established procedures

and documentation. It includes the following processes:

Issuance of Type Approval/Type Acceptance Certificate and Grant of Equipment

Conformity by the Equipment Standards Division;

Issuance of New Radio Station Licenses with pre-assigned frequencies of Public

Telecommunications Entity by the Network and Facilities Division; and

Issuance of Renewal of Radio Station Licenses of Public Telecommunications

Entity by the Regional Offices covering all licenses without modification

Scope

This element covers the Type Approval/Type Acceptance Certificate and Grant of

Equipment Conformity, New Radio Station Licenses with pre-assigned frequencies of

Public Telecommunications Entity and Renewal of Radio Station Licenses of Public

Telecommunications Entity covering all licenses without modification.

Responsibility

The Chief of Equipment Standards Division, the Director of Regulation Branch, the

Chief of Networks and Facilities Division and all Regional Directors are the parties

responsible for the adequate documentation of identification and traceability.

Procedures

1. Certificates

The Certificates of Type Approval/Type Acceptance Certificate and Grant of

Equipment Conformity are processed at ESD and approved by the Top

Management. Once released at the Commissioner’s Office, the Certificate will be

forwarded to the Records Section with appropriate identification.

Name of Grantee

Certificate Number

Type/Brand/Model/Manufacturer of Equipment

Date of issuance of Certificate



Document Title IDENTIFICATION AND TRACEABILITY




2. Licenses

2.1 New Radio Station License

A new radio station license for Public Telecommunications Entity (PTE) is

processed at NFD and approved by the Director of RB. The applicant claims

the license at the Central Records Section (CRS). The duplicate copy will be

retained at the CRS for safe-keeping with appropriate identification.

Name of Grantee

Class of Station

Location

License Number

Frequency used and its bandwidth

Point of Communication / Service Area

Date issued and the validity of Radio Station License

Particulars of Equipment

2.2 Renewal of Radio Station License

Renewal of radio station license for Public Telecommunications Entity (PTE)

is processed at NTC Regional Office and approved by the Regional Director.

The applicant claims the license at the Releasing Section. The duplicate copy

of RSL and its attachments will be retained at the Records Section for safe-

keeping with appropriate identification.

Name of Grantee

Class of Station

Location

License Number

Frequency used and its bandwidth

Point of Communication / Service Area

Date issued and the validity of Radio Station License

Particulars of Equipment

3. Inspection/Monitoring Program

3.1 The Regional Director or his designate schedules the inspection.

3.2 Records of Inspection/Monitoring Report are done in duplicate copies and are

distributed to wit:

Legal Section – Original copy

Enforcement and Operations Division – Second copy







The following minimum information can be found in the Inspection/Monitoring

Report Form.

Name of PTE to be inspected

Date of inspection/monitoring

Findings/Recommendations

Name of Inspectors/Assessors







Objective

To ensure the implementation of systematic flow of processes in the correction,

return/recall, suspension of permit, licenses, certificate with erroneous data entry

and/or information.

Scope

The procedure covers the re-issuance of corrected permit, license or certificate which

are found to have errors on date entry and/or information.

Responsibility

The Chief of General Services Division, Administrative Officer V for Records Section,

Director of Regulation Branch, Regional Directors, Chief of Equipment Standards

Division and Chief of Networks Facilities Division are responsible for ensuring that

non-conforming outputs are properly corrected.

1. Non-conforming output detected within the NTC:

1.1 Employees discovering or detecting error on the Permit, License or

Certificate shall immediately report the same to his/her superior.

1.2 The Director/Chief of the unit (Division/Branch) shall immediately inform the

issuing unit of such error found on the document.

1.3 The issuing unit shall request the pull out of document/s from the Central

Records Section. In the event that the Central Records Section (CRS) itself,

in carrying out the procedure provided in QPR-11 detected an erroneous

entry on the document, the CRS must call the attention of the issuing unit

and forward the file copy of the document for immediate action.

1.4 The issuing unit shall inform the grantee of Permit, License or Certificate of

such erroneous entry and advice the grantee to surrender the original

document for proper corrections.

2. The non-conforming output detected by the document holder/grantee:

2.1 The grantee shall fill out the request for correction request form

2.2 The duly accomplished correction request form together with the original

certificate shall be submitted to the issuing unit.



Document Title CONTROL OF NON-CONFORMING OUTPUTS




3. Issuance of corrected Permit, License and/or Certificate:

3.1 The issuing unit shall prepare a revised Certificate as replacement to the

erroneous one. 3.2 The procedure for preparation and approval of Permit, License of Certificate

of the issuing unit provided for in QPR-10 shall apply.

a. Correction of Document for errors/s detected within NTC

b. Correction of document for error/s detected by the grantee (holder)



Document Title CONTROL OF NON-CONFORMING OUTPUTS




START START

Employee shall report the

detected error to the supervisor

Supervisor shall inform the issuing

unit of document with error

Issuing unit request for pull-out of

application file with the CRS

Issuing unit shall inform the grantee and advice to surrender

the document

Printing of Certificate

Grantee/holder submit the application for correction together

with document subject to

correction

Issuing unit request for pull-out of

application file with the CRS

Printing of Certificate

Procedure for approval /

release of document

Annex A CONTEXT OF THE ORGANIZATION

Internal/ External

Interested Parties Needs Expectations Current practice/ process to meet expectations

Internal Cashier Statement of Account (SOA) for the payment of fees by Telcos

Clear and accurate presentation of fees in SOA

Prepares four (4) copies of SOA

Internal Regional Offices Issuance of instruction/memorandum for the submission of required reports

• Clear and specific instruction/memorandum • Proper timing of the issuance of instruction/ memorandum

Sends instruction/ memorandum Thru e-mail and facsimile

Internal Corporate Planning and Programming Division, PFMB

Submission of KPI Report

On-time submission Monthly submission of KPI Reports

External PTEs and other entities

• Permits • Preparation of

SOA • Issuance of

Permits and Licenses

• Issuance of permits to import before arrival of imports

• Accurate, clear and on-time preparation of SOA

• On-time Issuance of Permits and Licenses

ARTA

VAS Providers Certificates of Registration

Issuance of COR within 7 days

ARTA

Congress Comments to house bills

Submission before deadline

Submission before specified deadline

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