QUALITY MANUAL

QM·R4A

Republ ic of the Phili ppines DILG REGION IV-A (CA LABARZON) [ FM-SP-R4A-01A:_01

3rt1 Floor Andenson Bldg. 1, National Highway, Brgy. Parian, City of Calamba, Laguna 4027 www.ca tabarzon.dilg.gov.ph [ ~ l 10.01~-1- -,-l <>-,-11-

I OFFICE PRO!=EDURE Tl"':'LE

I DILG REGION IV-A (CALABARZON)

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Con text of Organization

Leadership

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Assistant Regional Director

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DILG REGION IV-A fCALABARZONl

QUALITY MANUAL

01. INTRODUCTION

· Introduction I I 1 of2

The Department of the Interior and Local Government (DILG) Region IV-A, is in consonance with the program

of the Philippine government and the following regulatio ns intended to institutionalize best practices in all

government agencies:

a) EO 605 dated February 23, 2007 - Institutionalizing the Structure, Mechanisms and Standards to Implement the Government Quality Management Program, Amending for the Purpose Administrative

Order No. 161 s. 2006;

b) Administrative Order No. 25 Inter-Agency Task Force (IATF); and

c) Inter-Agency Task Force on the Harmonization of National Government Performance Monitoring.

Information and Reporting Systems' yearly Memorandum Circular prescribing the criteria and

conditions fo r the grant of Performance-Based Bonus (PBB) (e.g. Memorandum Circular No. 2016-1 dated May 12, 2016 and Memorandum Circular No. 2017-1 dated March 09, 2017).

1.1. Purpose

This Quality Manual aims to achieve the following objectives:

a) To serve as an effective tool in communicating relevant information to the stakeholders/ interested

parties the different products and services of the Department consistent with its mandate and

mission. It also considered the applicable government policies and regulations including freedom of

information.

b) To provide evidence of DILG Region JV-A's conformity to the different legal /regulatory, customer/

s takeholder and organizational requirements through the documented information that it maintains

and retains. These requirements include pertinent provisions of ARTA (Anti-Red Tape Act) and

resulting evidences which are suitably controlled consistent with applicable regu lations of the

National Archives Law of the Philippines (NAP) .

c) To provide a medium for knowledge sharing between the different operating groups and functions

within the Department, thus enhancing effectiveness and efficiency across all levels that contribute to

the enhancement of customer satisfaction.

d) To disseminate and preserve the organization's experiences in the overall operation and control of its

processes in the course of the delivery of its products and services to the public in general and the

local government units (LG Us) in particular.

1.2. Content

DILG REGION IV-A (CALABARZON)

QUALITY MANUAL

Document Title

Introduction I I

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This Quality Manual covers both the documented information required by ISO 9001:2015 and those

determined by DILG Region IV-A as necessary for the effective planning, operation and control of its Quality

Management System (QMS). It contains the different policies and commitments of the DILG Region IV-A

Management that would demonstrate its firm resolve to conform to and comply with the applicable

requirements. Designed as Level 1 document, the Quality Manual will lead the user to the different sections

and aspects of the DILG Region IV-A's QMS through cross-referencing as outlined in the documentation

hierarchy of the QMS through each pertinent section.

1.3. Amendment or Revision

This Quality Manual is a live document. It is maintained up-to-date to reflect the current policies, procedures and practices across the Agency. 1t is amended or revised as deemed necessary by the Management, Heads, Process Owners, and other interested parties by their feedback or initiative. These amendments and revisions are governed by the procedure on the Control of Maintained Documented Information (Internal) through the Maintained Documented Information Control Request (MDICR) Form (Internal).

1.4. Distribution

This Quality Manual is distributed to identified copy holders in the Quality Manual Distribution List.

MIACA~UEIS LGOO IV Actina Plannina Officer

QMS Secreta riat Head

~ ARIEL O. IGLESIA, CESO V Assistant Re ional Director

Quality Management Re resentative

Q. GOTIS, CESO III OIC - Re ·anal Director

\ -Top Management

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DILG REGION IV-A (CALABARZON)

QUALITY MANUAL

2. DEFINITION OF TERMS

lJocument Codi!

Definition of Terms

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For the purpose of providing a clear and common unders tanding of terms to be used in Quality Management

System documentations, terms and definitions given in ISO 9000:2015 - Fundamentals and Vocabulary, shall

be applied.

In addition to those given in ISO 9000:2015 - the following te rms and definitions generally apply to DILG

Region IV-A's QMS.

a) DILG Central Office (DILG CO) - refers to the main office of DILG which covers the Office of the

Secretary, Office of the Und ersecretaries, Office of the Assistant Secretaries, Internal Audit Service

(!AS), Bureau of Local Government Supervision (BLGS), Bureau of Local Government Development

(BLGO), Office of Project Development Services (OPDS), National Barangay Operations Office (NBOO),

Planning Service (PS), Financial and Management Service (FMS), Administrative Service (AS), Public

Affairs and Communications Service (PACS), Information Systems and Technology Management

Service (ISTMS), and Legal and Legislative Liaison Service (LLLS).

b) DILG Regional Office - abbreviated as RO, refers to the Regional Office of DILG Region IV-A which

covers the Office of the Regional Director (ORO), Office of th e Assistant Regional Director (OARD),

Local Government Monitoring and Evaluation Division (LGMED), Local Government Capacity

Development Division (LGCDO) and Fina ncia l and Administrative Divis ion (FAD).

c) DILG Field Office - abbreviated as FO, refers to the DILG Office in each of the lower levels of the LG Us

- Provincial Office, City Offi ce (both component a nd highly urbanized) and Municipa l Office - under

the supervis ion of DILG RO.

d) Clients/Customers - refer to persons or entities outside the DILG RO organizational structure

who/which are the intended beneficiary ofDILG Region IV-A Programs, Projects, Activities (PP As) and

services. In consideration of the QMS scope, this specifically refers to the Local Government

Units/Officials/Employees and the general public.

e) Operations Processes - refer to core processes that are directly involved in the performance of the

mandate of the DILG Region IV-A in the provis ion of LGU capacity development services, performance

oversight and incentives and awards which are intended for its clients/customers.

f) Support to Operations Processes - refer to processes needed to ensure the satisfactory performance of the core processes; these are generally delivered by the Finance and Administrative Division (FAD).

g) External Documented Information/References - Documents of external origin - us ually from DILG CO,

Office of the President (OP), Civil Service Commission (CSC), Commission on Audit (COA), Department

of Budget (DBM), other National Government Agencies (NGAs), National Government Organizations

(NGOs), Civil Society Organizations (CSOs ), Government Financial Institutions (GFls), Government­Owned and Controlled Corporations (GOCCs), and other Institutions - necessary for planning and operations which include Circulars, Memoranda, Republic Acts, Executive Orders, Administrative

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DJLG REG ION IV-A (CALABARZON)

QUALITY MANUAL I Definition of Terms

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Orders, Guidelines, Manuals, Resolutions, Orders, other Issuances, Reportorial and Compliance Forms,

among others.

h) Form - a document in a structured format with standardized data fields that gathers information as a req uirement of a certain regulation or necessary in achieving desired process, procedure, and/or service outputs/objectives/results that when duly fill ed out, are considered records.

i) Major Final Ou tput (MFO) - the major deliverables of the DILG which are measured, evaluated, monitored and reported as performance results of the Department. Specifically, this refers to LGU

Capacity Development, Performance Oversight, and Rewards and Incentives.

j) Top Management - thi s refers to the high level management which is the Regional Director of DILG Region IV-A.

k) Quality Management Representative (QM R) - the Assistant Regional Director of DILG Region IV-A who has the responsibility and authority to ensure that adequate resources and management support a re provided for the effective implementation, sus tainability, and co nti nual improvement of the QMS.

I) Deputy QMR - composed of DILG Region IV-A Provincial Directors, City Director (for highly urbanized city), and Division Chiefs who oversee the overall affa irs of the QMS and reports to the QMR the performance of the QMS a nd any need for im provement and performs the functions of the QMR in his absence.

m) Internal Quality Audit (IQA) -A systematic, independent, and documented process for obtaining audit evidence and evaluating it objectively to determine compliance to international standard

requirements for QMS.

Other terms and definitions deemed applicable to a s pecific process or function are defined in the specific Quality Procedure (QP).

k)>.-,~w·; MIA CARLA&. MOGUEIS

LGOO IVJ Actino Planninu Officer

QMS Secretariat Head

ARIEL O. IGLESIA, CESO V Assistant Regional Director

Quality Ma nagement Re resentative

OIC - Regional Director

Top Management J

DILG REGION IV-A (CALABARZON)

QUALITY MANUAL

3. ORGANIZATIONAL BACKGROUND

3.1 The Department of the Interior and Local Government (DILG)

Document Title Or anizational Background

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The Department of the Interior and Local Government is the executive department of the Philippine government responsible for promoting peace and order, ensuring public safety and strengthening local government capability aimed towards the effective delivery of basic services to the citizenry.

The main powers and functions of DILG are the following: assists the President in the exercise of general supervision over local governments; advises the President in the promulgation of policies, rules, regulations and other issuances on the general supervision over local governments and on public order and safety; establishes and prescribes rules, regulations and other issuances to implement laws on public order and safety, general supervision over local governments and promotion of local autonomy and community empowerment, and monitors compliance thereof; formulates plans, policies and programs which will meet local emergencies arising from natural and man-made disasters; establishes a system of coordination and cooperation among the citizenry, local executives and the Department, to ensure effective and efficient delivery of basic services to the public.

3.la History and the DILG Mandate

*The present Department of the Interior and Local Government (DILG) traces its roots from the Philippine Revolution of 1897. On March 22, 1897, the Katipunan Government established the first Department of Interior at the Tejeros Convention.

A revolutionary government was also established at that time and the new government elected General Emilio Aguinaldo as President and Andres Bonifacio as Director of Interior, although Bonifacio did not assume the post. At the Naic Assembly held on April 17, 1897, President Aguinaldo appointed General Pascual Alvarez as Secretary of the Interior.

The Department of Interior was enshrined in the Biak-na-Bato Constitution signed on November 1, 1897. Article XV of the said Constitution defined the powers and functions of the Department that included statistics, roads and bridges, agriculture, public information and posts, and public order.

As the years of struggle for independence and self-government continued, the Interior Department became the premier office of the government tasked with various functions ranging from supervision over local units, forest conservation. public instructions, control and supervision over the police, counter-insurgency, rehabilitation, community development and cooperatives development programs.

In 1950, the Interior Department was abolished and its functions were transferred to the Office of Local Government (later renamed Local Government and Civil Affairs Office) under the Office of the President. On January 6. 1956, President Ramon Magsaysay created the Presidential Assistant on Community Development (PACD) to implement the Philippine Community Development Program that will coordinate and integrate, on a national scale, the efforts of various governmental and civic agencies to improve the living conditions of barrio residents nationwide and make them self-reliant.

• hup://ww1v.d1lg.gov.1>h/pn,9c/ Who·we·are/ 19

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DILG REGION IV-A (CALABARZON)

QUALITY MANUAL

I 00 I 10.01.17 I 2 ofS

In 1972, Presidential Decree No. 1 created the Department of Local Government and Community Development (DLGCD) through Letter oflmplementation No. 7 on November 1, 1972. Ten years later or in 1982, the DLGCD was reorganized and renamed Ministry of Local Government (MLG) by virtue of Executive Order No. 777; and in 1987, it was further reorganized and this time, renamed Department of Local Government (DLG) by virtue of Executive Order No. 262.

Again, on December 13, 1990, by virtue of Republic Act No. 6975, the DILG underwent reorganization into what is now known as the Department of the Interior and Local Government (DILG). The law integrated under the new DILG, the Philippine National Police (formerly known as the Philippine Constabulary-Integrated National Police), the National Police Commission, the Bureau of Fire Protection, the Bureau of Jail Management and Penology, and the Philippine Public Safety College; and absorbed the National Action Committee on Anti­Hijacking from the Department of National Defense (DND).

The passage of RA 6975 also paved the way for the union of the local governments and the police force after more than 40 years of separation. Today, the Department faces a new era of meeting the challenges of local

autonomy, peace and order, and public safety. *

3.lb Vision, Mission, Goals, Objectives

DILG Vision

A strongly determined and highly trusted Department committed to capacitate and nurture local government units, public order and safety institutions to sustain peaceful, progressive, and resilient communities where

people live happily.

DILG Mission

The Department shall promote peace and order, ensure public safety, and strengthen capability of local government units through active people participation and a professionalized corps of civil servants.

DILG Goals

• Develop, peaceful, safe, self-reliant and development- directed communities; • Improve performance of local governments in governance, administration, social and economic

development and environmental management; • Sustain peace and order condition and ensure public safety.

DILG Objectives

• Reduce crime incidents and improve crime solution efficiency; • Improve jail management and penology services; • Improve fire protection services; • Continue professionalization of PNP, BFP and BJMP personnel and services; • Enhance LGU capacities to improve their performance and enable them to effectively and efficiently

deliver services to their constituents; • Continue to initiate policy reforms in support of local autonomy.

• http://www.dilg.gov.ph/pqgc/Wlto•wc·orc/19

DILG REGION JV-A fCALABARZON)

QUALITY MANUAL

3.2. The DILG Region IV-A

l.locumenl Cu&le

oo I 10.01.17 I 3 of s

Executive Order 103 s. 2002 issued by then President Gloria Macapagal Arroyo divided Region IV into two

separate regions: Region JV-A comprising CALABARZON (Cavite, Laguna, Batangas, Rizal, and Quezon) provinces and Region IV-8 covering the Ml MARO PA (Mindoro Occidental and Oriental, Marinduque, Romblon, and Palawan) provinces while the province of Aurora was transferred to Region Ill.

Pursuant to Executive Order No. 246 s. 2003, Calamba City was designated as the regional center of

CALABARZON. In line with th is, a ll national line agencies were instructed to locate their regional offices in

Calamba City and provide the necessary budgetary and other requirements for this purpose.

With the issuance of Executive Order (EO) No. 366 s. 2004, the DILG Region IV-A had the opportunity to reconfigure its structure and operations so that it can effectively provide oversight to LG Us and strengthen

LGU capacity for governance. This rationalized structure orchestrated improvements in the systems and processes of all units that will eventually lead to improved organizational outcomes.

l ocal Government Cllpablllty Oevelopm•nt

01\rl1lon

Administrative Staff

Administntlve Staff

Fin•nce and AdmJnistratlv• Divi,ion

fl.urtc::rt Nc0tW1tlnt C~lll !itttien Sttlb'I S..Cllon

Office of the

Rtctonal Dir.-ctor-

Assist~nt Rti:ional DirRdor

Local Government Monltorinc and

Ev1lu1tron Division

"'*"' On'tfopmtn l MU1,ag.."'"fnenl Unit

R1clonal Attorney

Tochnlail St~lf

Plannlnc Officer

fnform atlan OffiCllr

Public 4nirtan e.• & Complalnt1 Officer

DILG

O.tances

Figure 1. DILG Region JV-A Organizational Structure

DILG R.h al

DILG Q.uezon

DILG

Lucena

City

Societal Outcome

Sectoral Outcome

Sub-Sector Outcome

Organizational Outcome

Major Final Output

Internal Governance Outcome

DILG REGION IV-A rcALABARZON)

QUALITY MANUAL

.1Jocum1mt Codi!

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Lay down a solid foundation for inclusive growth, a high-trust society, and a globally competitive knowledge economy

1' Susta inab le De ve lopm e nt·O riented Local Gove rnme nt

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Accountable, Transparent. Par~icipative

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LG ~p;aclty Development and

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Figure 2. DILG Outcome-based Framework

The QMS is in conjunction with the thrus t of the DILG in strengthening its internal governance to improve the organization's productivity and the effectiveness of current systems.

The DILG Region IV-A. as the Regional arm of the DILG CO, assists in the formulation of sound policies on s trengthening local government capacities, exercising effective performance oversight, and providing incentives and rewards to LGUs; and provision of effective technical and administrative services to promote excellence in local governance and enhance the delivery of its services.

The DILG Region IV-A assists the DILG CO in delivering the following key strategies of the Department:

• Foster and sustain transparency, accountability and high level of performance among LGUs • Improve LGU readiness in dealing with disasters and climate change • Improve the business competitiveness of selected LGUs and widen people's access to livelihood and

employment opportunities

• Improve LGU capacity to deliver basic services especially to the poor and/or marginalized

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DILG REGION IV-A rcALABARZON)

QUALITY MANUAL ; Organizational Background

I oo I 10.01.17 I s of s

3.3 DILG Region IV-A Core Values

The DILG Region IV-A established a set of core values that represent its policy and aspiration t o develop a

culture of cu stomer satisfaction through effective a nd efficient service to its clients and to conti nue

demonstrating its commitment to strengthen local governance in the Region.

• Respectabiliry - The DILG Region JV-A values human dignity and supports an envir onment where

clients from all walks of life have equal access to the services it provides. Internally, it embraces the

uniqueness and diversity of every personnel to foster synergy within the organization.

• Accountability - As public servants, each personnel must take respons ibility of his/her actions and

demonstrate ownership of the assigned tasks to the greatest extent possible and in compliance w ith

a ll the relevant requirements .

• Altruism - This is the core value of the orga nization in delivering its programs, projects and activities

to all its interested parties. It shows the selfless devotion of employees in delivering the DILG's

mandate to its clientele.

• Adeptness -As agents of change, a DILG personnel has to demonstrate adeptness by being proficient, highly-skilled, competent and innovative towards achieving the o rganization's purpose of catalyzing

exce llence in governance.

• Adaptability - This demonstrates the abil ity of each personnel to cope up w ith a ny situation b rought

about by the changing demands and challenges inside a nd outside of the organization.

3 .4 DILG IV-A Br and

CALABARZON Vibr.;int cconormcs, empowered communities.

Among the many attractions and singular strength of Region IV-A is its

unique historical role in the national struggle for sover eignty. Proud of the

region's heritage, the DILG Region IV-A has chosen flag as its symbol: with

five sections in vibrant colors to r epresent the five provinces. The

negat ive/b lank spaces in between the sections form four K's that stand for

kabuhayan, kaligtasan, kalikasan, and kom unidad, the rallying points of local

governance.

The logo is dynamic, appearing to actively move forward for DILG Region IV-A is leading a new kind of revolution, embracing innovation, and offering ideal conditions for the local governments of the future. This vis ion is expressed in its t heme, "Vibrant economi es, empowered communities."

~ MIA CA~UEIS ARIEL 0. IGLESIA, CESO V

LG 0 0 IV/ Acting Pia n n i ng 0ffice;;._r---4--"-A""s..:..s1""· s..:..ta=n.:..;t;..;;R..;.;e;..w.;;_i o.:..;n=a=l-"D=i"-re.:....c:..._t..:..o.:....r ---l---'r----=-0_1 C-=----_R-'-cgj on al Di rec tor Quality Management

QMS Secretariat Head Re resentative Top Management

DILG REGION IV-A (CALABARZON)

QUALITY MANUAL

4. CONTEXT OF ORGANIZATION

4.1 Interna l and External Issues

00 JU.01.17 l ors

DILG Region IV-A operates under internal and external environments that influence the fulfillment of its mandate and objectives. Resilient as it is, it is important to determine a nd validate its context to be able to consistently provide products and services that meet lega l and customer requirements.

DILG Region IV-A regularly reviews and updates the issues relevant to its operations every six (6) months, or

as needed, usually during Planning (Strategic, Operational and QMS Plan ni ng) and Management Review.

The DILG Region IV-A's Context Registry contains the relevant key internal and external issues which presents a more detailed analysis of the identified list of DILG Region IV-A issues.

Relevant Documented Information:

DILG Regio n JV-A's Context Registry

4.2 Inter ested Parties

Due to their effect or potential effect on DILG Region IV-A's ability to consistently provide products and services that meet customer and applicable statutory and regulatory requirements, DILG Region IV-A determines:

a) The Interested Parties that are relevant to the QMS;

b) The requirements of these Interested Parties that are relevant to the QMS.

DILG Region IV-A monitors and reviews in formation about these Interested Parties and their relevant requirements at least twice a year (during Planning a nd Management Review), and even during the review of risk registers, where necessary.

DILG Region IV-A's Int erested Parties are as follows:

• Customer/ Cli ent: LGUs, LGU Officials, Citizenry

• Office of the President, Senate, Congress

• Regulatory Bodies - COA, CSC, BIR, DBM, NEDA

• Partners - Other Agencies

• External Providers/ Suppliers

• Employees - Senior Executives (Assistant Regional Director, Provincial/City Directors), Middle Managers (Division Chiefs, Assistant Division Chiefs), Organic Staff (Technical and Administrative staff), Job Orders and Contract of Service Personnel

• Top Management - Regional Director

Relevant Documented Informa tion:

DILG Region IV-A's Interested Parties Matrix

DILG REGION IV-A (CALAl3ARZON)

QUALITY MANUAL

4.3 DILG Region IV-A QMS Scope

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DILG Region IV-A has determined the boundaries and applicability of the requirements of ISO 9001:2015,

and considered the following:

a) The external and internal issues relevant to its purpose and strategic direction

bJ The requirements of relevant interested parties

c) The products and services that it provides.

DILG Region JV-A applied all the applicable requirements of this International Standard if they are

applicable within the determined scope of its QMS.

The QMS of the DJLG Region JV-A adopts the scope, local governance through the provision of:

Technical Assistance: • Provision of Technical Assistance on Community-Based Monitoring System (CBMS)

• Provision of Technical Assistance through Training

• Training Program Design

• Rendition of Legal Opinion • Provision of Public Assistance and Complaints Handling Procedure

• Issuance of Certificate of Review and Endorsement of GAD Plan and Budget

Administrative Services:

• Endorsement of Application of Scholarship Grants/Study Leave of Local Government Officials

• Endorsement of LGU Request for Issuance of Full Disclosure Policy (FOP) Compliance Certificate

• Endorsement of LGU Request for Issuance of Good Financial Housekeeping (GFH) Certificate

• Endorsement of Request for Barangay Official Death Benefit Claim

• Issuance of Certificate of Incumbency to Barangay Officials • Issuance of Certificate of Services Rendered and Masterlist for CSC-SM Eligibility

Oversight Services:

• Implementation of Ombudsman, Sandiganbayan, OP, COMELEC Decisions, Orders and

Resolutions

• Endorsement of LGU Request for Issuance of Authority to Purchase Motor Vehicle

• Endorsement of LGU Request for Additional Confidential Fund

Rewards and Incentives: • Seal of Good Local Governance (SGLG) Assessment

• Provision of Performance Challenge Fund (PCF) Subsidy to Beneficiary LG Us

• Lu pong Tagapamayapa Incentives and Awards (L TIA) Assessment

The scope also covers: Planning; Support; Monitoring, Measurement, Analysis, and Evaluation Processes as

outlined in the DILG IV-A Business Process Map.

DILG REGION IV-A fCALABARZON)

QUALITY MANUAL

:;:;n~mt::J I Context of the Organization \

00 10.01.17 3 ors I 4.3a. ISO 9001:2015 Applicability to DILG Region IV-A's QMS

Based on the scope and boundaries of its processes and practices, current products, services, programs, plans and activities, the DILG Region JV-A QMS deems the following requirements not applicable to its QMS due to

the specified justifications, as follows:

Clause and Requirement justification

7.1.5.2 Measurement DILG Region IV-A does not require any equipment,

tracea bility especially anything that require calibration or verification, to fulfill and deliver its services.

8.5.lf - Validation and periodic All products/ services of DILG Region IV-A can be

revalidation of the ability to checked/ verified for conformity to requirements before

achieve planned results of the release and delivery, and through subsequent monitoring ,

processes for production and or measurement. I service provision, where the

I resulting output cannot be I verified by subsequent

I monitoring or measurement

4.4. DILG Region IV-A QMS and its Processes

4.4.1 The DILG Region IV-A establishes and documents a QMS which it implements, maintains and continually improves in accordance with the requirements of ISO 9001:2015.

The DILG Region JV-A determines the processes needed for the QMS and their application throughout the organization. Specifically, the DILG Region JV-A:

a. determines the inputs required and the outputs expected from these processes;

b. determines the sequence and interaction of these processes as shown in its business process map; c. determines and applies the criteria and methods needed (including monitoring, measurements,

and related performance indicators ) to ensure that both the operation and control of these processes are effective;

d. ensures the availability of resources and information necessary to support the operation and

monitoring of these processes;

e. assigns the responsibilities and authorities for these processes; f. addresses the risks and opportunities relevant to these processes; g. evaluates these processes and implements any changes/actions to achieve planned results; h. implements actions necessary for the continual improvement of these processes and the QMS.

Where DILG Region IV-A chooses to outsource any process that affects product conformity to requirements, it ensures control over such processes. The type and extent of control to be applied to these outsourced processes are defined within the QMS.

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DILG REGION IV-A rcALABARZONl Uurument Code

QUALITY MANUAL

oo I 10.01.17 I '1 0( 8

NOTE: An "outsourced process" is a process that the organization needs for its QMS which the organization chooses to have performed by an external party, control of which is through the application of 8.4, as

appropriate.

Releva nt Documented Information: QMS Planning Procedure

Risk Identification, Evaluation a nd Control Procedure

4.4.la DILG Region IV-A's Business Process Map

Figure 4· presents the outline of the overall business process map of DI LG Region IV-A showing the

interrelation and interaction of its many processes .

. ... MANAGEMENT PROCESSES

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C MS PhmnlnJ

OPERATIONS

Provision of Technical Asslst.,nco • Ptocwklon Of tA on CllMS • PrG'•1don d POlllic • Pn:rlbicn of lA uuou11h fuJnittg Auhlanc:• .,d C4;!1npf.&i"• • ,,..,.,!l Progr.,, o .. 111n l bndlng Pr e n dure

• Antdtton of L•atl Opinion • tu:uanuof C.rlk lt• ofR•'W'h• and Endo,.e.tnu:t ol GAO P'b n

.,d Budg•t

Provision o t Administrative services • EndornmN\tof AppWc:1nanol ScholarlJ'tlpUt-a.ntsl'Sludy L&.SV•

ofl.Oonkiat1 • Endoinm•11I uf LOU lhqunl f or lnUitflO o l ror Can1plu1u

t ertlllute • En:Scuu matttof LCUH•quutfor lu\iano of CFlfC•tf1fiut• • En:l;,rument c l R.tque' I for Btgr otnclal Outh U.nellt a.aim • h-s~• ot Certlfkato o l hcu.-nbeney kt 0-r;v. Off ca.le - •s-•l.Qlfta.• orC.rtffk tt• of s..w. .. R<llMf• r• J M'ld M.l•l••likt ror

CSC:.S UF11;lb1Mty

SUPPORT TO OPERATIONS

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OP. COMElEC Oocl1lan1. Ordtft 8 Ruolutfont • EndorHmtnt arLGU Roqu11t for Addklona1

Conffd• ntfaJ F'und • Endof1omant a(LGU Rt quo at for luwnc• of

A!Ahorfty lo Purchau Molar Voh lclt

Provision of RowardG & Incentives

lntr•atructut•

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• P"'""' '°" ot YeNc:utN

• Sr.bld• n • ndl nf Y9Ncl• • • ll.-pou • e l Utlt.wvlcoati!•

r1nip 1 tS41 ttiru Pt.ti c DI Cdnq

• tnvantQrY cf PropN't)I J>tn u MCIEq;#r.Mnt:

• Pro~ncfTA Ofl tcT

• Pro unMDH'lt Proc1u (Public Roi.ourC'O'.S

CotTV'!1unlc:.tlon

PERFORMAllCE EVAL UATION

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• Cvakldo n c:.r CllppU.1/Gotvk• Pr~ktw'1

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Figure 4. DILG Region IV-A Business Process Map

.. -!,."I .:.. .. ~

.,· I " •1 Dft,G ·.: \

'

DILG REGION IV-A rcALABARZON)

QUALITY MANUAL

4.4.1b Description of the DILG Region IV-A QMS Processes

00 10.01.17 5 of8

Based on the DILG Region IV-A Business Process Map, each process within its QMS is described as follows:

• Management Processes

Management processes refer to those activities of DILG Region IV-A management relating to exercising leadership and accountability such as establishing the Quality Policy and Quality

Objectives through QMS planning, providing resources, determining and managing risks and

opportunities, conducting Management Reviews, and implementing internal communication within

the QMS.

• Operations Processes - Provision of services as follows:

a) Technical and administrative services, delivered through the following core processes:

• Provision of Technical Assistance on Community-Based Monitoring System (CBMS);

• Provision of Technical Assistance through Training:

• Training Program Design;

• Rendition of Legal Opinion;

• Issuance of Certificate of Review and Endorsement of GAD Plan and Budget

• Provision of Public Assistance and Complaints Handling Procedure;

• Endorsement of Application of Scholarship Grants/Study Leave of LG Officials

• Endorsement of LGU Request for Issuance of FDP Compliance Certificate

• Endorsement of LGU Request for Issuance of GFH Certificate;

• Endorsement of Request for Brgy. Official Death Benefit Claims;

• Issuance of Certificate of Incumbency to Brgy. Officials;

• Issuance of Certificate of Services Rendered and Masterlist for CSC-SM Eligibility; and

b) Oversight function, through:

• Implementation of Ombudsman, Sandiganbayan, OP, COMELEC Decisions, Orders & Resolutions;

• Endorsement of LGU Request for Issuance of Authority to Purchase Motor Vehicle;

• Endorsement of LGU Request for Additional Confidential Fund; and

c) Rewards and incentives, through: Seal of Good Local Governance (SGLG), Performance Challenge Fund (PCF), and Lupong Tagapamayapa Incentives and Awards (L TIA).

DILG REGION IV-A (CALABARZON)

QUALITY MANUAL

Documl!nt Code

00 10.01.17 6 ofB

• Support to Operations Processes - Support processes are those that provide the needed enablers to ensure the satisfactory service delivery performance of the core processes.

General:

• Preparation of Budget Proposal

• Operational Planning and Budgeting

• Preparation of Annual Procurement Plan

• Processing a nd Payment of Claims

• Processing of Liquidation

• Document Review and Provision of Comments/Recommendations

People:

• Recruitment, Selection and Promotion for First a nd Second Level Positions

• Learning and Development Process

• Maintenance and Updating of Human Resource Database

Infrastructure:

• Management of Facilities

• Provision of Vehicular Support Service

• Maintenance of Vehicles

• Disposal of Unserviceable Properties thru Public Bidding

• Inve ntory of Property, Plant and Equipment

• Provision of Technical Assistance on JCT Resources

• Website Administration

Environment:

• Leave Administration

• SPMS: Performance Rewarding and Development Pla nning

Orga nizational Knowledge:

• Provision of LGRRC Services

• Regional Records Management

Communication:

• Development of I EC Materials • Press Release Production

Procurement:

• Procurement Thru Puhlic Bidding for Goods and Services

• Procurement Process Thru Negotiated Procurement (Small Value Procu rement)

• Procurement Process Thru Shopping

• Procurement Process Thru Direct Contracting

DILG REGION JV-1\ (CJ\L/\BAHZON)

QUALITY MANUAL , Context of the Organization

I 00 I 10.01.1 7 I 7 of B

• Procurement of Commonly-Used Supplies and Equipment Thru Procurement Services,

Department of Budget and Management (PS-DBM)

• Evaluation of Supplier /Service Provider's Performance

• Inspection, Acceptance & Issuance of Deliveries

• Performance Evaluation Processes- The core and support processes are further supported by

feedback from Monitoring, Measurement, Analysis, and Evaluation Processes as follows:

• Process Performance Monitoring and Measurement Procedure

• Preparation of Status of Funds Report

• Preparation and Submission of Financial and Accountability Reports (FARs)

• Monitoring the Implementation of Strategic Performance Management System

• DILG PPA Implementation Monitoring and Reporting Procedure

• Locally-Funded Projects (LFP) Monitoring and Reporting Procedure

• Improvement Processes - The improvement processes are both proactive and reactive. These are:

• External Customer Satisfaction Survey

• Non-conformity and Corrective Action

• Services Complaints Handling

• System Procedures: These refers to the procedures of which there is no Office Primarily Responsible (OPR) because implementation is not limited to one Division, Section or Unit only, rather system-wide

in coverage, which are deemed necessary to ensure compliance with a specific clause requirement in the ISO 9001:2015 standard. Some of these processes were already earlier classified as operations,

support to operations, performance evaluation or improvement processes:

• QMS Planning

• Risk Identification, Evaluation and Control

• Control of Maintained Documented Information (lnternal)

• Control of Maintained Documented Information (External)

• Control of Retained Documented Information

• Services Complaints Handling

• Control of Nonconforming Outputs

• Process Performance Monitoring and Measurement

• External Customer Satisfaction Survey

• Nonconformity and Corrective Action

• Internal Quality Auditing

• Management Review

DILG REGION JV-A (CJ\LABJ\RZON)

QUALITY MANUAL

4.4.lc Responsibility for DILG Region IV-A's QMS Processes

Uocum1mt Cod~

00 10.01.17 BofB

The responsibilities and authorities for each process, the application of appropriate controls and the management of risks and opportunities in the QMS follows the following hierarchy:

• Process Owner - due to their direct control over the processes;

• Division Chiefs/Provincial and City Directors - due to their direct supervisory control a nd

management over the process owners;

• Assi stant Regional Director - due to his management control over Division Chiefs/ Provincial and City

Directors; and

• Regional Director - due to his overall accountability and management control over the abovementioned personnel.

4.4.ld Controls over QMS Processes

The relevant QMS a nd process controls are embedded in all the procedures and supporting documents such as r isk regis ters to ensure that these controls are fully implemented by concerned process owners.

Please refer to Section 8 for the description of the operation of DILG Region IV-A's processes.

4.4.2. To the extent necessary, DILG Region IV-A:

a) maintains documented information to support the operation of its processes;

b) retains documented information to have confidence that the processes are being carried out as

planned.

rAlw . MIA CARLA ~~UEIS

LGOO I\'./ Acting Planning Officer

QMS Secretariat Head

4 ARIEL 0. IGLESIA, CESO V Assistant Regional Director

Quality Management Representative

IMA EL Q. GOT; S, CESO III \ OIC - Re1iional Director

-~Top Management

5. LEADERSHIP

DILG REGION IV-A (CALABARZON)

QUALITY MANUAL

5.1 Management Commitment

I oo I 10.01.17 1of6

Guided by the OILG's vision and in compliance with applicable legal requirements in fulfilling its mandate to formulate sound policies and strengthen LGU capacities, perform oversight function and provide rewards and incentives, the DILG Region JV-A's top management commits to develop, implement and continually improve the effectiveness of its QMS by:

a) taking accountability for the effectiveness of the quality management system; b) establishing quality policy and quality objectives compatible with the context and strategic direction

of the organization; c) ensuring the integration of the quality management system requirements into the organization's

business processes; d) promoting the use of the process approach and risk-based thinking; e) providing resources needed; f) communicating the importance of effective quality management system and conforming to the QMS

requirements; g) ensuring that the QMS achieves its intended results; h) engaging, directing and supporting persons to contribute to the effectiveness of the QMS; i) promoting improvement; j) supporting other relevant management roles to demonstrate their leadership as it applies to their

areas of responsibility.

The DILG Region IV-A's Top Management refers to the Regional Director. The Assistant Regional Director serves as the Quality Management Representative (QMR) while the Provincial Directors, City Director (for highly urbanized city), and Division Chiefs serve as the Deputy Quality Management Representatives (DQMRs).

5.1.2 Client/Customer Focus

The DILG Region IV-A's Top Management ensures that customer requirements are determined and are met with the aim of enhancing customer satisfaction, which is primarily to strengthen the capabilities of Field Offices, to promote excellence in local governance, and to attend to the needs of other clients/stakeholders. Information about customer needs and expectations is extracted from feedback mechanisms, complaints handling, and customer satisfaction data.

The DILG Region JV-A's client/customer refers to the local government units/officials/employees, the general public and other stakeholders.

The DILG Region IV-A's Top Management, QMR and DQMRs demonstrate leadership and commitment with respect to customer focus by ensuring that:

DILG REGION IV-A (CALABARZONl

QUALITY MANUAL

a) customer and applicable statutory and regulatory requirements are determined, understood and

consistently met; b) the risks and opportunities that can affect conformity of products and services and the ability to

enhance customer satisfaction are determined and addressed; and c) the focus on enhancing customer satisfaction is maintained.

Relevant Documented Information:

Public Assistance and Complaints Handling Procedure External Customer Satisfaction Survey Procedure

5.2 Quality Policy

5.2.1 Establishing the DILG Region IV-A Quality Policy

The DILG Region IV-A's Top Management ensures thatthe Quality Policy:

a) is appropriate to the purpose and context of the organization and supports its strategic directio n; b) provides a framework for establishing and reviewing quality objectives;

c) includes a commitment to comply with applicable requirements and

d) includes commitment to continually improve the effectiveness of the quality management system.

The Quality Policy is reviewed during Managem ent Reviews to ensure its continuing suitability in relation to the organization's vision, mission, strategic thrusts and directions.

5.2.2 Communicating the DILG Region IV-A Quality Policy

The DILG Region IV-A's Top Ma nagement with the help of the QMR and DQMRs ensure that the DI LG Region IV-A Quality Policy is communicated and understood within the organization. Said Quality Policy is:

a) available and maintained as documented information; b) communicated, understood and applied within the organization; c) available to relevant interested parties, as appropriate.

The Regional Information Communications and Technology Unit (RICTU) is responsible for ensuring that the DILG Region IV-A Quality Policy is posted in its regional website. The Regional Information Officer ensures that the said Quality Policy is communicated in other communication channels (e.g. newsletter and social media among others) . The QMS Secretariat is responsible for posting the said Quality Policy in conspicuous places in the DILG Regional Office premises and for developing other materials to communicate the Quality Policy, as deemed appropriate. The Finance and Administrative Division (FAD) ensures that all employees are oriented and aware of the DILG Region IV-A Quality Policy in coordination with the QMS Secretariat.

DILG REG ION IV-A (CALAJJARZON)

QUALITY MANUAL

5.2.2a The DILG Region IV-A Quality Policy

00 10.01.l 7 3of6

The DI LG JV-A (CALABARZON) is committed to capacita te and nurture local government un its to sus tain

peaceful, progressive, resili ent and happy communities. Together, we shall take the lead in ensuring good local

governance through performance oversight, capacity development, and an institutionalized incentives a nd

r ewards sys tem.

Adhering to core values of R4A. Res pectability with a sense of Accountability, Altruism, Adeptness a nd

Adaptability, we commit to continually improve our QMS a nd comply with the legal requirements to fos ter organizational excellence and producti vity.

Relevant Documented Information:

Quality Poli cy

5.3 Organizational roles, responsibilities and authorities

The DILG Region IV-A's top management ens ures that responsibilities and authorities are defin ed and

communicate d fo r effective de livery of its servi ces. Through Regiona l Memora ndum dated June 2, 2017 w ith

subj ect Creation of DILG JV-A Qua li ty Management System St r ucture, the QMS Organizational Structure was

defin ed showing th e different operating uni ts responsible for establis hing, implement ing, maintaining and

contin ually improving the region's QMS to attain the quality objectives cons istent with its quali ty policy.

5.3a The DILG Region IV-A QMS Organizational Structure

Process Owners

ORD

QMS Secretariat

Documentation

Control Team

Process Process Owners Owners

LGCDD LG M ED

Process

Owners

FAD

Quality Management

Representative (ARO)

Deputy QM Rs

(PDs, CD, DCs)

Process Process

Owners Owners

Cav it e Laguna

Process

Owners

Batangas

RMR Com mittee

and Risk Review Team

Regional IOA

Team

Prornss Process

Owners Owners

Rizal Quezon

Figure 5. The DILG Region IV-A QMS Structure

Process

Owners

Lucena City

DILG REGION IV-A (CALABARZON)

QUALITY MANUAL

The QMS structure is composed of the following:

00 10.01.17 4of6

DILG Region IV-A Top Management - This refers to the high level management who is the Regional Director.

The following responsibilities and authorities are assigned accordingly:

Responsibility: Assigned to:

a) ensuring that the QMS conforms to the requirements of Top Management

ISO 9001:2015 by appointing a Quality Management

Representative

b) ensuring that processes are delivering their intended outputs;

c) reporting on the performance of the QMS and opportunities for improvement, in particular to top management

d) ensuring the promotion of customer focus throughout the organization

e) ensuring that the integrity of the QMS is maintained

when changes to the quality management system are

planned and implemented.

Process Owners and Deputy Quality

Management Representatives

QMS Secretariat, Internal Quality Audit Team, Deputy QM Rs, QMR

DQMR

DQMR,QMR

DILG Region JV-A Quality Management Representative (Q.M.fil - The Assistant Regional Director is the the

Quality Management Representative whose responsibilities and authorities are to:

• Ensure that processes needed for DILG Region IV-A's QMS are established, implemented a nd main tained to ensure that the QMS conforms to requirements of ISO 9001:2015;

• Report to DILG Region IV-A's Top Ma nagement on the performance of the QMS and any

opportunity for improvement;

• Promote customer focus and awareness to client requirements throughout the DI LG Region IV-A;

• Ensure that the integrity of the QMS is maintained when changes to the QMS are planned and

implemented;

• Coordinate/communicate with external parties on matters relating to QMS and ISO certification.

DILG Region IV-A Deputy OMRs - The Provincial Directors, City Director (for Highly Urbanized City), a nd Division Chiefs serve as the Deputy QMRs. The Deputy QMRs oversee the overall affairs of the QMS and reports to the QMR the performance of the QMS and any need for improvement, and performs the functions

of the QMR in his absence.

~ fi·:~ ,_., .:.•.:~ ... ~ ; . I .. . .. Df~G ~·

DILG REGION IV-A (CALABARZON)

QUALITY MANUAL ~SEil!u::J

1 Leadership I

00 10.01.17 s or6 I DILG Region IV-A Quality Management Review Committee - The DILG Region IV-A Management Review

Committee is composed of the following:

• Regional Director - Top Management

• Assistant Regional Director- Quality Management Representative (QMR)

• Deputy Quality Management Representatives: o Provincial Directors o City Director o Division Chiefs

DILG Region IV-A Risk Review Committee - The Risk Review Committee ensures that the organization identifies, evaluates a nd controls risks. This committee facilitates the development of a Risk Control Plan

(RCP) and Opportunities Management Plan (OMP) and evaluates the effectiveness of actions taken.

QMS Secretariat

• Plans and executes activities and next steps in relation to QMS;

• Provides technical assistance to the DILG Regional and Field Offices on the areas ofQMS development, implementation, and performance measurement;

• Studies/reviews QMS outputs and endorse acceptance of these outputs to the Deputy QMR and/or QMR as applicable per QMS Documentation Respons ibility Matrix;

• Closely works with the QMR and DQMRs for the design of the QMS training and education program,

preparation of training/activity documents requirements and provision of secretariat services during the conduct of the training/activity;

• Ensures that major agreements/highlights/decision points before, during, and after the QMS

training/activity and Management Reviews are documented and submitted to the QMR through the Deputy QMR and to all concerned personnel;

• Conducts QMS trainings and other capacity development activities to promote awareness and understanding of QMS principles and requirements and to develop knowledge and skills of its application or implementation, sustainability and continual improvement.

• Studies and equips themselves with knowledge, Skills, Attributes (KSA) on QMS as they will serve as facil itators in the conduct of QMS training/activities; and

• Performs other tasks as may be assigned by the QMR.

Documentation Committee - The Document and Records Control Committee ensures that changes and the current revis ion status of documents are identified, the unintended use of obsolete documents is prevented, and records are controlled through established means for identification, storage protection, retrieval, and

disposition.

Process Owners -The person who has the highest number of and/or immense activities/steps in the process, or who has the widespread responsibility thereby being accountable for its performance with the authority and ability to initiate necessary changes. They are usually the signatories under "prepared by" section of the approved Quality Procedure.

DILG REGION IV-A (CALABARZON)

QUALITY MANUAL

00 10.01.17 6 of6

.Rggional Internal Quality Audit (!QA) Team - The Regional !QA Team conducts quality audits at planned intervals and verifies the corrective/preventive actions taken on audit findings.

~~ . MIA CARLALe.~GUEIS ARIEL O. IGLESIA, CESO V

LGOO IV/ Acting Planning,_O_f_fic_e_r--+ _ _ A_s_s_is_ta_n_t_R_egional Director Quality Management

QMS Secretariat Head Representative

'-------~------~---~

OIC - Regional Director

Top Management

6. PLANNING

DILG REGION IV-A [CALABARZON)

QUALITY MANUAL

6 .1. Actions to address risks and opportunities

Document Code

00 I 10.01.17 1 of2

6 .1.1 The DILG Regio n IV-A considers its internal and external issues and the requirem ents, needs and

expectations of its interested parties and determines the risks a nd opportunities that need to be addressed

to:

a) give assurance that the quality management system can achieve its intended result (s); b) enhance desirable effects; c) prevent, or reduce, undesired effects; and d) achieve improvement.

The DILG Region IV-A implements Risk Identification and Evaluation Control Procedure. Risk Co ntrol Plans

and Opportunity Management Plans are prepared, implemented, and updated to address risks and

opportunities. Effectiveness of the actions taken to address risks and opportunities are being discussed for appropriate action during the Management Review.

Relevant Documented Information:

Risk Identification, Evaluation and Control Procedure

DILG Region IV-A Risk Register

Risk Control Plans

Opportunity Management Plans

6.1.2 Quality Objectives and Planning to Achieve Them

6.2.1 The DILG Region IV-A's Top Management ensures that Quality Objectives are established at all relevant functions and levels within the organization that are : consistent with the Quali ty Policy; measurable; take into

account applicable requirements; relevant to conformity of products and services and to enhancement of

customer satisfaction; monitored; communicated; and updated as appropriate.

6.2.2 The DILG Region IV-A maintains the followi ng documented info rmation on quality objectives: Quality Objectives (QO) for the process level objectives submitted by the different Divisions and a pproved by the Deputy QMR; and Performance Commitment Reports for the PPA-based and fun ctional objectives (Office PCR (OPCR), Division PCR (DPCR), and Individual PCR (IPCR). To achieve these objectives, the organization determines: what will be done; what resour ces will be required; who will be responsible; when it will be

completed; and how the results will be evaluated.

6.2.2a QMS planning

The DILG Region IV-A's Top Management ensures that the planning of the QMS is carried out in order to meet the requirements as well as the Quality Objectives, and the integr ity of the QMS is maintained when changes

are planned and implemented.

DILG REGION IV-A (CALABARZON)

QUALITY MANUAL

IU.t;lf,11§.lilfflji·

QM-R4A-06 .. ' Plannin2

I 00 10.01.17 2 of2

Planning in DILG Region IV-A is done in a two-tiered process. First tier planning impacts the achievement of

the strategic direction and Major Final Output (MFO) through strategic planning and operationalizing the

strategic plan annually, with reference to the performance indicators set in the annual General Appropriations

Act. Operations Plan and Budget (OPB) and Performance Commitment Reports (OPCR, DPCR, and IPCR) are

prepared by the Operating Units. The DILG Region IV-A's QMS planning is carried out in the second tier

planning which directly impacts the Quality policy supported by the Quality Objectives for each relevant

functions and processes of the QMS.

Relevant Documented Information:

Operational Planning and Budgeting Procedure

Preparation of Budget Proposal Procedure

QMS Planning Procedure

6.3 Planning of changes

In terms of changes in the QMS, the changes are carried out in a planned manner, such that DILG Region IV-A considers the:

a) purpose of the changes and their potential consequences;

b) integrity of the QMS;

c) availability of resources; and

d) allocation or reallocation of responsibilities and authorities.

Planning of changes are considered during QMS Planning and Management Review.

Relevant Documented Information:

QMS Planning Procedure Management Review Procedure

MIA C~UEIS ARIEL 0 . IGLESIA, CESO V LGOO IV/ Acting Planning Qf_fi_ce_r-1f--- A_ss_is_tant Regional Director

Quality Management QMS Secretariat Head Re resentative

EL Q. GOTIS, CESO III OIC - Regiona l Director

Top Management

7. SUPPORT

7.1 Resources

7.1.1. General

DILG REGION IV-A (CALABARZON)

QUALITY MANUAL

10.01.17 I l of9

The DILG Region IV-A's top management ensures that necessary resources are provided for the development, effective implementation, maintenance and continual improvement of the QMS processes. Operations Plan

and Budget (OPB) are prepared to enable the implementation of plans and programs and the attainment of

performance targets through the OPCR (Office Performance Commitment and Review, considering: a) the

capabilities of, and constraints on, existing interna l resources; and b) what needs to be obtained from external

providers.

Quality Action Plans (QAPs) are prepared by the concerned Offices to address the issues and concerns relevant to the capabilities of, and constra ints on, existing internal resources that affects the effective implementation of the QMS. QAPs are prepared during QMS Planning and any time in the course of QMS implementation.

Procurement requirements are determined through the preparation of the Annual Procurement Plan (APP)

and Project/Procurement Management Plan (PPMP).

Sufficient planning through activity/training design is prepared and approved for specific activities that have budget requirements.

Relevant Documented Information:

Preparation of Budget Proposal Procedure Operational, Planning and Budgeting Procedure

Operations Plan and Budget (OPB)

QMS Planning Procedure Quality Action Plan

Processing and Payment of Claims Procedure

Processing of Liquidation Procedure Preparation of Annual Procurement Plan Procedure

Annual Procurement Plan (APP) Project/Procurement Management Plan (PPMP).

7.1.2. People

The DILG Region JV-A determines and provides the persons necessary for the effective implementation of its QMS and for the operation and control of its processes.

The Personnel Section and the Regional Personnel Selection Board (RBSB) ensures that personnel performing tasks affecting conformity to service requirements are competent on the basis of appropriate qualifications standards i.e. education, training, experience, and eligibility, and competency i.e. knowledge, ski lls, and

attributes.

DILG REGION IV-A (CALABJ\RZON)

QUALITY MANUAL

oo I 10.01.11 2 of 9

The process for recruitment, selection and promotion is defined in a documented procedure compliant with

Civil Service rules and regulations. Recruitment is done with the involvement of the concerned Office coursed

through sub-selection and regional selection boards.

Relevant Documented Information:

Recruitment, Selection and Promotion for 1'1 and 2"'1 Level Positions Procedure Maintenance and Updating of Human Resource Database Procedure

Personnel Data Sheet (PDS)

7.1.3. Infrastructure

DILG Region lV-A determines, provides and maintains the infrastructure necessary for the operat ion of its processes and to achieve conformity of products and services. Under FAD services, suitable infrastructure is

provided and maintained to address DILG Region IV-A service requirements. This includes office facilities, workspaces, equipment, hardware and software, and service vehicles.

The Regional Office is currently occupying a porti on of Andenson Building I, covering the Basement, 3/F and

4/F, w ith a total floor area of e ight hundred fifty (850) square meters located at Barangay Parian, City of

Calamba, Laguna under Contract of Lease with Denson Realty Corporation. The term of lease is for a period of five (5) years commencing from November 1, 2015 until October 31, 2020.

The maintenance of the "leased premises" occupied by the Regional Office is undertaken by th e General Services and Supply (GSS) Section. ]ob order personnel are hi red to provide janitorial services. Apart from the

security services provided by Denson Realty Corporation, additional security guards are outsourced by the Regional Office to ensure the safety and security of its personnel. Meanwhile, the Division Chiefs are responsible for identifying the need and requirements for their respective office spaces such as necessary

repairs, installation, and/ or any layout modifications of which requests are submitted to the FAD-GSS.

Preventive and corrective maintenance are carried out for service vehicles to ensure safety of personnel.

With regard to the Information and Communications Technology (ICT) infrastructure, the DILG Region IV-A implements a region-wide ICT Plan to establish the local area network, wide area network and develop

administrative application systems, among others. At the moment, the DILG Region JV-A has an existing

Internet connection managed by the Regional Information and Communications Technology Unit (RICTU) that connects the regional office. The RICTU a lso manages the regional website which caters the web-posting requirements of the orga nization in general and within the QMS scope in pa rticular and provides the needed technical support services to all regional employees.

Relevant Documented Information:

Provision of Vehicular Support Servi ce Procedure Maintenance of Vehicles Procedure Management of Facilities Procedure

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Inventory of Property, Plant and Equipment Disposal of Unserviceable Properties thru Public Bidding Procedure Provision of Technical Assistance on JCT Resources Procedure Website Administration Procedure

7.1.4. Environment for the Operation of Processes

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The DILG Region JV-A determines, provides and maintains the suitable environment necessary fo r the operation of its processes and to achieve conformity of products and services. A suitable environment includes programs and activities dealing with the combination of human and physical factors (social, psychological and physical).

The DILG Region IV-A manages the work environment needed to achieve conformity to service requi rements by providing Programs/Projects/ Activities (PP As) which includes the following:

a) Related to physical factors:

• Implementation of a SS Program

• Security services • Janitorial services

• Pest control service (provided by Denson Realty Corporation)

b) Related to psychosocial factors:

• Employee Health and Welfare Program • Performance Rewarding and Development Planning • Leave Administration

• Implementation of Gender and Development (GAD)

7.1.5. Monitoring and Measuring resources (exclusion)

This clause is excluded from the QMS because DILG Region IV-A does not require any monitoring and measuring resources (eq uipment) to fulfil l and deliver its services.

7 .1.6. Organizational Knowledge

The DILG Region JV-A determines the knowledge necessa ry for the operation of its processes and to achieve conformity of products and services. This knowledge include those gained from or enhanced through:

a) Internal sources (e.g. training and capacity development; scholarship; experience through implementation of programs/projects/activities (PPAs) including the lessons learned and best practices; results of process performance and/or improvements; and internal communication;

b) External sources (e.g. s tandards; academia; conferences; knowledge or feedback from customers/external providers).

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The Regional Information Officer takes the lead in the production of !EC materials and press releases to

capture organizational knowledge.

All knowledge products are maintained, shared and made ava ilable to the extent necessary to concerned

personnel through various means, including the provision of Local Governance Regional Reso urce Center (LGRRC) Services, Records Management services, and through the use of electronic and social media.

When addressing changing needs and trends, DILG Region IV-A considers its current knowledge and determines how to acquire or access any necessary additional knowledge and required updates from internal

and exter nal sources aforementioned.

Relevant Documented Information:

Provision of LGRRC Services Procedure

Regional Records Management Procedure

7.2 Competence

To ensure the effective implementation and maintenance of its QMS and processes, the DILG Region IV-A:

a) determines the necessary competence of person(s) doing work under its control that affects the

performance and effectiveness of the QMS;

b) ensures that these persons are competent on the basis of appropriate education, training, or experience;

c) where applicable, take actions to acquire the necessary competence, a nd evaluate the effectiveness of the actions taken; and

d) retains appropriate documented information as evidence of competence.

The DILG Region IV-A uses the Competency Framework and Dictionary Manual of the DILG CO as a reference tool for the competency requirements of DILG personnel. Every plantilla position in the DILG Region IV-A has a Position Description and Qualification (PDQ) which serves as the reference docum ent for the description, qualification standards and competency requirements of the positio n.

While the three-year HRD Plan is yet to be formu lated, the Personnel Section identifies learning and development intervention needs from the results of the Training Needs Analysis (TNA) and from the Individual Development Plan (IDP), Professional Development Plan (PDP), and IDP for Division Chiefs and Executive Managerial Position in the 211d Level.

Applicable actions to address the competency requirements/gaps include the provision of training to, the mentoring/ coaching of, or the re- assignment of currently employed persons; or the hiring or contracting of

competent persons.

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The Personnel Section takes the lead in implementing the full cycle of the learning and development process to include conduct and management of Learning and Development Interventions which are generic in nature (those targeting generic core, leadership and function-based competencies) while function-based LDI will be conducted and managed by th e conce rned office/s.

The DILG Region IV-A ensures that its personnel are aware of the relevance and importance of their activities and how they contribute to the achievement of its Quality Objectives.

Appropriate records of education, training, skills and experience are maintained by relevant personnel.

Relevant Documented Information:

Learning and Development Procedure Monitoring th e Implementation of Strategic Performance Management System Procedure

7.3 Awareness

The DILG Region IV-A ensures tha t persons doing work under the organization's control are aware of:

a) the quality policy; b) relevant quality objectives; c) their contribution to the effectiveness of the QMS, including the benefits of improved performance; d) the implications of not conforming with the QMS requirements.

The Provincial/HUC Directors, and Division Chie fs are responsi ble for ensuring that their respective personnel are awa re of the abovementioned QMS information. For new employees, including Job Order (JO) personnel, the Human Resource Section ensures that appropria te orientation is given to them.

7.4 Communication

Communication is crucial in any organization. It is the glue that keeps everyone together. In this regard, the DILG Region IV-A considers it as an important mechanism in ensuring effective and efficient delivery of its

services to its clients such as in deploying policies for the guidance of a ll personnel, monitoring and feedback on performance against objectives, and other issues needing awareness across DILG Region IV-A. Relative to this, the DI LG Region IV-A determines the internal and external communications relevant to its QMS, including:

a) on what it will communicate; b) when to communicate; c) with whom to communicate; d) how to communicate; and e) who communicates.

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The Office of the Regional Director takes the lead in developing, implementing and improving the external and

internal comm unication of DILG Region IV-A.

The DILG Region IV-A's Top Management, QMR and DQMRs e nsure that internal comm unication is

implemented regarding the effectiveness of its QMS. This includes the appropriate communication of the qual ity policy, operating procedures and quality objectives. Concerned operating units carry out performance

monitoring and measurement to monitor, evaluate a nd report their respective QMS performance results.

The DILG Region IV-A Quality Policy is posted in the regional website and incorporated in the Sulon9

CALABARZON, a newsletter disseminated to employees of the DILG IV-A Regional and Field Offices. Newly

hired employees are provided orientation on DILG Region IV-A's QMS. Articles about Quality Management System are posted as press releases in the website, other social media accounts of the Region, and in the premises of the office.

Relevant Documented Information:

Press Release Procedure

Development of IEC Materials

7.5 Documented Information

7.S.1 General

The DILG Region JV-A's QMS include documented information required by ISO 9001:2015 and those determined by the organization as necessary for the effectiveness of the quality management system. To ensure effective planning, operations, and control of all its processes, a documentation structure is followed (see Figure 6).

System Procedur('S

Quality Procedures

Figure 6: The DILG Region IV-A

Supporting Documeotations QMS Documentation Structure

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This QMS documentation structure enables a cohesive and systematic functioning of the QMS guided with the

description of the levels and types of documents as follows:

• Level 1 - contains policy directions and goals of DILG Region IV-A. This includes the Quality Policy,

Quality Objectives and Quality Manual.

Quality Policy: The overall direction of the organization in relation to Quality.

Quality Objectives: Something sought to be achieved in relation to the Quality Policy.

Quality Manual: A document specifying operating policies, scope and exclusions and other relevant information about the QMS

• Level 2 - contains procedures to implement various processes of the QMS which include mandatory pl"Ocedures, operating procedures and systemic procedures.

Procedure - a document describing a specified way to implement a process. There are two types of procedures:

System Procedures (SP) : refer to the procedures which do not have an Office Primarily Responsible (OPR) because implementation is not limited to one bureau/service only, rather, system-wide in coverage, and are deemed necessary to be documented because it supports compliance of a specific clause requirement in JSO 9001:2015 standards such as:

Operating Procedures: refer to the quality procedures (QP) of the different operating units (bureaus/Services) documented to ensure effectiveness and efficiency of operation. These procedures are classified as core or support

• Level 3 - refers to support documentations needed for the effective implementation of Levels 1 and 2

documents which include guidelines, work instructions, forms, job descriptions, plans, references and other types of documents. Quality records which provide evidences of implementation and effectiveness of the QMS also belong to level 3.

QMS Operations Manuals are compiled for each offi ce which includes re levant procedures, forms, references and other documents needed by the bureau or service.

7.5.2 Creating and Updating

When creating and updating documented information, DILG Region IV-A ensures appropriate:

a) ldentifkation and description (e.g. a title, date, author, or reference number);

b) Format (e.g. language, software version, graphics) and media (e.g. paper, electronic);

c) Review and approval for suitability and adequacy.

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Concerne d process owner identifies the need for creating and updating documented information through the

Maintained Documented Information Control Request (MDICR) Form, with attached document for creation or

updating, both s igned by the authorized s ignatories. The DILG Region IV-A follows the following QMS

Documentation Responsibility Matrix:

[ Type of Docume nts

Levell

Prepare d By Revie w ed By Approve d By

Quality Ma nual QMS Secretariat QMR , Top Manageme nt

I Organizational Quality Objectives QMS Secretariat QMR Top Management

Funct ional Quality Objectives Process Owner QMR Top Manageme nt

I Quality Policy QMS Secretariat QMR Top Ma nagement

Level 2

Op erating Procedures I Process Owner QMR Top Management

System Procedures I QMS Secreta riat/

!QA Head* QMR Top Manageme nt

Level 3 - Supporting Documents

Work Ins tructions I Process Owner Deputy QM R QMR

Forms 1 Process Owner Deputy QM R QMR

Other Supporting Documents I Process Owner Deputy QMR QMR

*/QA Head prepares the Internal Quali ty Audit Procedure

For Document Code, DILG Region IV-A fo llows the follow ing regional QMS Document Coding Scheme:

Document Type Docume nt Code Formal I Sample Docume nt Code

• Qual ity Ma nual (QM) QM-Re gion-Series No. QM-R4A-01

• Quali ty Procedures (QP) QP-Region·Division Acronym-Series QP-R4A-ORD-01

QP-Region-Division Acronym- Section/Unit Acronym-Series•

• Quality Objectives (QO) QO-QP Code QO-QP-R4A-ORD-01

• Quality Objectives Monitoring QME-QP Code QME-QP-R4A-ORD-01

and Evaluation (QME)

• Quality Acl ion Plan (QAP) 1 QAP-QP Code QAP-QP-R4A-ORD-01

• System Procedures (SP) SP-Region-Series SP-R4A-01

• Form (FM) FM-QP Code-Se ries I FM-QP-R4A-ORD-0 1-01 FM-SP Code-Se ries FM-SP-R4A-01

• Risk Reg ister

- Objective Risk Assessment RRO-QP Code RRO-QP-R4A-O RD-01

- Process Risk Assessment RRP-QP Code RRP-QP-R4A-ORD-01

Note: Only Standard Forms internally generated by DILG Region IV-A shall be coded. Codes used for Standard Forms issued by NAP, DBM, COA, CSC, GPPB and other statutory and/ or regula tory bodies shall be adopted. Series in the QP code and Operations Manual code refer to the assigned number in the list of the QMS documentations provided by the QMS Secretariat

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7.5 .3 Control of documented information

The DILG Region IV-A implements control to its maintained and retained documented information.

7.5.3.1 Documented informati on required by the DfLG Region IV-A QMS and by ISO 9001:2015 are controll ed to ensure:

a) it is avai lable and s uitable for use, where a nd when it is needed; b) it is adequately protected (e.g. from loss of confidentiality, improper use, or loss of integrity).

7.5.3.2 For the control of documented information, DILG Region lV-A addresses the following activities, both for the internally and externally generated documented information, as applicable:

a) Distribution, access, retrieval and use; b) Storage and preservation, including preservation of legibility; c) Control of changes (e.g. version control); d) Retention a nd disposition.

The Contro l of Maintained Interna l Documented Information (Internal) Procedure manages and controls the creation, revision, distribution a nd deletion of internal documented information and recall of obso lete copies.

Documented information of external origin determined by the organization to be necessary for the planning and operation of the QMS sha ll be identified as appropriate, and b e controlled. The Cont rol of Maintained Documented Information (External) Procedure defi nes the controls for th e acquisition, distribution a nd recall of obsolete external documented information.

Records or documented information retained as evidence of conformity are protected from unintended alterations. The Control of Retained Documented Info rmation Procedure ensures that QMS records are appropriately identified, managed, controll ed and maintained.

NOTE: Access can imply a decision regarding the permission to view the docum ented information only, or the permiss ion a nd authority to view and change the documented information.

Relevant Documented Information:

Control of Maintained Documented Information (Internal) Master List of Mainta ined Documented Information (internal)

Control of Maintained Documented Inform ation (External) Master List of Maintained Documented Information (External)

Con trol of Retained Documente<l lnformation Mas ter Lis t of Retained Documented Information

Jk~' MIA CARLA C.~OGUEIS ARIEL O. IGLESIA, CESO V UEL Q. GOTIS, CESO Ill

LGOO IV L Acting Plannino Officer Assistant Re ional Director \ _ OH~_::_ Regional Director Quality Management I. :.;; \ T M t

QM_ s_s_e_c_re_t_a_r_ia_t_H_ e_a_d __ _,_ _ __ R_e_._i_·e_s_e_n_t_ative ---*'(;~~g_e_m_e_n _ _ _ __.

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8. OPERATION

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The DILG Region IV-A plans, implements and controls the processes needed to meet the requirements for the provision of products and services, and to implement the actions determined during planning activities, by:

a) determining the requirements for the products and services; b) establi shing criteria for the processes and the acceptance of products and services; c) determining the resources needed to achieve conformity to the product and service requirements; d) implementing control of the processes in accordance with the criteria; and e) determining, maintaining and retaining documented info rmation to the extent necessary to have

confidence that the processes have been carried out as planned; and to demonstrate the conformity of products and services to their requirements.

The output of this planning is suitable for DILG Region JV-A's operations and referred to as Operations, Plans, and Budget (OPB) and Office Performance Commitment and Review Report (OPCR). The OPB is prepared annually, however, adjustments/re-alignment is a llowed for the second semester. The OPCR is prepared, reviewed and approved every semester.

The DILG Region IV-A controls pla nned changes and review the consequences of unintended changes, taking action to mitigate any adverse effects, as necessary. It ensures that outsourced processes are controlled.

The DILG Region IV-A plans and develops the processes needed for the realization of the Department's major final outputs: performance oversight, provision of technical and administrative assista nce, and provision of rewards and incentives.

Relevant Documented Information:

Operations Planning and Budgeting Monitoring the Implementation of Strategic Performance Management System

8.2 Requirements for Products and Ser vices

8.2.1 Customer Communication

DILG Region IV-A utilizes appropriate channels to communicate with clients regarding the following:

a) products and services being provided by DILG Region JV-A; b) questons/enqui ries, contracts or orders, including changes; c) feedback, including customer complaints; d) handling or controlling customer property; and e) when relevant, establishing specific requi rements for contingency actions.

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Such channels include, but are not limited to the following:

• Citizens' Charter

• Website information

• Social Media • Memoranda, letters and requests

• Email Service and SMS • Customer satisfaction survery

• Orientations and fora • Focus Group Discussion and meetings with other stakeholders

• Implementation of Freedom of Information Bill

Relevant Documented Information:

Services Complaint Handling Procedure External Customer Satisfaction Survey Procedure

8.2.2 Determining the requirements for products and services

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When determining the requirements for the products and services to be offered to customers, the DILG Region IV-A ensures that:

a) The requirements for the products and services are defined, including: 1) any applicable statutory and regulatory requirements; and 2) those considered necessary by the organization;

b) It can meet the claims for the products and services it offers.

B.2.3 Review of the Requirements for Products and Services

8 .2.3.1 The DILG Region IV-A ensures that it has the ability to meet the requirements for products and services to be offered to customers, including:

a) requirements specified by the customer, including the requirements for delivery and post- delivery activities;

b) requirements not stated by the customer, but necessary for the specified or intended use, when known;

c) requirements specified by the organization; d) statutory and regulatory requirements applicable to the products and se rvices; and e) requirements differing from those previously expressed which must be resolved, if any.

Client's requirements are confirmed by concerned operating units before acceptance. Retained documented information include the results of the review and any new requirements for the products and services.

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B.2.2.4 Changes to Requirements for Products and Services

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The DILG Region IV-A ensures that re levant documented information is amended, and that relevant persons are made aware of the changed requirements, when the requirements for products and services are changed.

8.3 Design and Development of Training Programs

8.3.1 General

The DILG Region lV-A develops, issues and enhances regional policies to support its operations, plans and programs. These policies are referred to as Regional Memorandum or other relevant document title. Likewise, the different operating units of DILG Region IV-A develop, provide/rollout training and to ensure that these programs are responsive to the needs of its clients. Training Program Design and Training Program Management are carried out through the controls specjfied under the design and development requirement of ISO 9001:2015 to ensure the subsequent provision of quality products and services to its clients.

Relevant Documented Information:

Training Program Design Procedure

8.3 .2 Training Program Design inputs

The concerned operating units of DILG Region IV-A determine the requirements essential for the specific types of programs to be designed and developed. It considers:

a) functional and performance requirements; b) information derived from previous similar design and development activities; c) statutory and regulatory requirements;

d) standards or codes of practice that the organization has committed to implement; and e) potential consequences of fa ilure due to the nature of the products and services.

Inputs are adequate for program design purposes, complete and unambiguous. Conflicting inputs are resolved for clarity. Documented information on said inputs are retained.

8.3.3 Training Program Design controls

The DILG Region IV-A apply controls to the processes to ensure that:

a) the resul ts to be achieved are defined; b) reviews are conducted to evaluate the ability of the results of design and development to meet

requirements; c) veri fication activities are conducted to ensure thatthe design and development outputs meet the input

requirements; d) validation activities are conducted to ensure that the resulting products and services meet the

requirements for the specified application or intended use;

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e) any necessary actions are taken on problems determined during the reviews, or verification and validation activities; and

f) documented information of these activities is retained.

8.3.4 Training Program Design Outputs

The DILG Region IV-A ensures that outputs:

a) meet the input requirements; b) are adequate for the subsequent processes for the provision of DILG services; c) include or reference monitoring and measuring requirements, as appropriate, and acceptance criteria,

where appropriate; and d) specify the characteristics of the products and services that are essential for their intended purpose and

their safe and proper provision.

Relevant documented information on said outputs are retained.

8.3.5. Training Program Design Changes

Concerned operating units identify, review and control changes made during, or subsequent to, the training program design to the extent necessary to ensure that there is no adverse impact on conformity to requirements.

The concerned office retains documented information on:

a) training program design changes; b) the results of reviews; c) the authorization of the changes; and d) the actions taken to prevent adverse impacts.

Relevant Documented Information:

Training Program Design Procedure

8.4 Control of Externally Provided Processes, Products and Services

8.4.1 General - Procurement Process

The DILG Region IV-A ensures that externally provided processes, products and services conform to requirements (specifications) and complies with the Procurement Law (RA 9184, its implementing rules and regulations) and COA's audit rules and regulations. It determines the controls to be applied to externally provided processes, products and services relevant to its products and services. For planning purposes, an Annual Procurement Plan (APP) and Project Procurement Management Plan (PPMP) are prepared, reviewed, and approved which serves as authority document for DILG Region IV-A's procurement acti vities.

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The DILG Region IV-A evaluates and selects external providers (suppliers) based on their ability to supply /provide processes, products and services in accordance with specifications. Relevant criteria for the evaluation, selection, monitoring of performance and re-evaluation of external providers were determined and applied based on their ability to provide processes or products and services in accordance with requirements. Also, as part of the requirement, external providers (suppliers), with intention to transact business with DILG, shall be duly registered as eligible suppliers.

Appropriate documented information of these activities and any necessary actions arising from the

evaluations are retained.

8.4.2 Type and Extent of Control

The DILG Region IV-A ensures that externally provided processes, products and services do not adversely affect the organization's ability to cons istently deliver conforming products and services to its customers and:

a) ensures that externally provided processes remain within the control of its quality management system;

b) defines both the controls that it intends to apply to an external provider and those it inte°:ds to apply to the resulting output;

c) takes into consideration: 1) the potential impact of the externally provided processes, products and services on the

organization's ability to consistently meet customer and applicable statutory and regulatory requirements; and

2) the effectiveness of the controls applied by the external provider; d) determines the verification, or other activities, necessary to ensure that the externally provided

processes, products and services meet requirements. Purchased products/services are subject to inspection by designated inspector prior to acceptance by concerned Supply Officer.

8.4.3 Information for External Providers

The DILG Region IV-A ensures the adequacy of requirements prior to their communication to external providers as specified in appropriate forms, such as Agency Procurement Request (APR), Purchase Requests (PR), Purchase Orders (PO), Terms of References (TORs), and Contracts, whichever is applicable, depending on the product or service for procurement, which are duly reviewed and approved. These forms describe the process, products or services to be purchased including, where appropriate, and thus communicates to external providers its requirements for:

a) the processes, products and services to be provided; b) the approval of:

1) products and services; 2) methods, processes and equipment; and 3) the release of products and services;

c) competence, including any required qualification of persons; d) the external providers' interactions with DILG Region IV-A and its personnel;

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e) control and monitoring of the external providers' performance to be applied by the organization; and t) verification or validation activities that the organization, or its customer, intends to perform at the

external providers' premises.

The DILG Region JV-A ensures the adequacy of the purchasing/procurement information prior to communication to the external provider/ supplier.

Relevant Documented Information:

Procurement thru Public Bidding for Goods and Services Procedure Procurement Process thru Negotiated Procurement (Small Value Procurement) Procedure Procurement Process thru Shopping Procedure Procurement Process thru Direct Contracting Procedure Procurement of Commonly-used Supplies and Equipment Thru PS-DBM Procedure Evaluation of Supplier /Service Provider's Performance Procedure Inspection, Acceptance, and Issuance of Deliveries Procedure Annual Procurement Plan Project Procurement Management Plan Registry of Suppliers

8.5. Operation and Service provision

8.5.1 Control of Operation and Service Provision

The DILG Region JV-A implements operation and service provision under controlled conditions. Controlled

conditions include, as applicable:

a) the availability of documented information that defines: 1) the characteristics of the services to be provided, or the activities to be performed; and 2) the results to be achieved;

b) the ava ilability and use of suitable monitoring and measuring resources, where needed; c) the implementation of monitoring and measurement activities at appropriate stages to verify that

criteria for control of processes or outputs, and acceptance criteria for services, have been met; d) the use of suitable infrastructure and environment for the operation of processes; e) the appointment of competent persons, including any required qualification. t) Note: 8.5.lf ofISO 9001:2015 is not applicable because all resulting outputs and services ofDILG Region

IV-A can be verified by subsequent monitoring or measurement; g) the implementation of actions to prevent human error; and h) the implementation ofrelease, delivery and post-delivery activities.

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Relevant Documented Information:

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Provision of Technical Assistance on Community-Based Monitoring System (CBMS) Procedure Provision of Technical Assistance through Training

Training Program Design Rendition of Legal Opinion Procedure Issuance of Certificate of Review and Endorsement of GAD Plan and Budget

Provision of Public Assistance and Complaints Handling Services Procedure Endorsement of Application of Scholarship Grants/Study Leave of LG Officials Endorsement of LGU Request for Issuance of Full Disclosure Policy (FOP) Compliance Certificate

Procedure Endorsement of LGU Request for Issuance of Good Financial Housekeeping (GFH) Certificate

Procedure Endorsement of Request for Barangay Officials Death Benefit Claims (BOD BC) Procedure Issuance of Ce rtificate of Incumbency to Barangay Officials Procedure Issuance of Certificate of Services Rendered a nd Masterlist for CSC-SM Eligibility Procedure Implementation of Ombudsman, Sandigandbayan, OP and COMELEC Decisions, Orders and

Resolutions Procedure Endorsement of LGU Request for Additional Confidential Fund Procedure Endorsement of LGU Request for Issuance of Authority to Purchase Vehicles Procedure

Seal of Good Local Governance (SGLG) LGU Assessment Procedure

Provision of PCF Subsidy to Beneficiary LGUs Procedure

Lu pong Tagapamayapa Incentives and Awards (L TIA) Assessment Procedure

8.5.2 Identification and Traceabi1ity

Concerned processes and process owners of DILG Region IV-A uses suitable means to identify outputs a nd their status throughout operation and service provis ion, when it is necessary, to ensure the conformity of its

services.

Concerned offices provide and control the unique identification of the outputs when traceability is a

requirement, and retains the documented information necessary to enable traceability. Appropriate identification and traceability control number, as maybe applicable, is provided to pertinent reco rds and documents resulting from the core services provided by DILG Region IV-A. (The coding scheme is specified in the respective Quality Procedures (QPs) of the Services.)

8.5.3 Property Belonging to Customers or External Providers

The DILG Regio n IV-A exercises care with property belonging to customers or external providers while it is unde r the farmer's control or being used by the organization guided both by the Data Privacy Act and the Freedom of Information Bill.

The DILG Region IV-A identifies, verifies, protects and safeguard customers' or external providers' property provided for use or incorporation into the products and servi ces.

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When the property of a customer or external provider is lost, damaged or otherwise found to be unsuitabl e for use, the organization shall report this to the customer or external provider and retain documented

information on what has occurred.

8.5.4 Preservation

The control and preservation of outputs and materials (office supplies, accountable forms, and related QMS materials) are delegated to the designated Supply Officers of each division/office which are then responsible for the safekeeping, protection, and issuance of these materials to ensure conformity to requirements.

ReJevant Documented Information:

Inventory of Property, Plant and Equipment Procedure

8.5.S Post-delivery Activities

The DILG Region IV-A meet requirement for post-delivery activities associated with the programs, projects

and services.

In determining the extent of post-delivery activities that are required, the DILG Region IV-A considers:

a) statutory and regulatory requirements; b) the potential undesired consequences associated with its products and services; c) the nature, use and intended lifetime/ duration of its programs, projects and services; d) customer requirements; and e) customer feedback.

Post-delivery activities can include services related to completed projects and programs.

8 .5.6 Control of Changes

The DILG Region IV-A controls changes for operation or service provision, to the extent necessary to ensure continuing conformity with requirements and retains documented information describing the results of the review of changes, the person(s) authorizing the change, and any necessary actions arising from the revi ew. Where necessary, changes to programs and plans is covered with a policy and/or activity design.

8 .6 Release of Products and Services

The DILG Region IV-A implements planned arrangements, at appropriate stages, to verify that the service requirements have been met. The release of services to the customer does not proceed until the planned arrangements have been satisfactorily completed and approved, unless otherwise approved by a relevant authority and, as applicable. Documented information on the release of products and services are retained, which include:

DILG REGION IV-A (CALABARZONl

QUALITY MANUAL

a) evidence of conformity with the acceptance criteria; and b) traceability to the person(s) authorizing the release.

8.7 Control of Nonconforming Outputs

Document Code

QM-R4A-08 • I I

Operation I 1,_-=--=--t

oo I 10.01.17 i 9of 9 _

The DILG Region IV-A identifies and controls non-conforming outputs (e.g. typographical errors and errors resulting from processing lapses) to prevent their unintended use or delivery and adequately controls such, in acco rdance with the documented procedure including the disposition actions and responsibilities, and identifies the authority deciding the action in respect of the nonconformity. This also applies to nonconforming products and services detected after delivery, during or after the provis ion of servi ces. The DILG Region IV-A deals with nonco nforming outputs in one or more of the following ways:

a) correction; b) segregation, containment, return or suspension of provision of products and services; c) informing the customer; and d) obtaining authorization for acceptance under concession.

Conformity to the requirements is verified when nonconforming outputs are corrected. Disposition or recommended action may be replacement, reprocessing, or other actions of which status of implementation is verified by the respective Heads of Office. The DILG Region IV-A retains documented information that describes the nonconformity as well as the actions taken.

Relevant Documented Information:

Control of Nonconforming Output Procedure

MIA ~UEIS AR~ESIA, CESO V i"ANUEL Q. GOTIS, CESO III

l_J&OO IV/ Acting Plann ing~O_f_fi_ce_r_..__A_s_si_stant Regional Dir_ec_t_or_--+_ --+\ OIC - Regional Director

QMS Secretariat Head Quality Management Top Management Representative

. . ~ .. · ~; DILG REGION JV-A (CALABARZON)

QUALITY MANUAL

~1f,!§i!,i14,!iifi! Performance Evaluation

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9. PERFORMANCE EVALUATION

9.1 Monitoring, Measurement, Analysis and Evaluation

9.1.1 General

The DILG Region IV-A evaluates the performance and the effectiveness of the QMS. It plans and implements the monitoring, measurement, analysis, and evaluation processes needed to demonstrate conform ity to service requirements, ensure conformity of the QMS; and continually improve the effectiveness of the QMS. It determines:

a) what needs to be monitored and measured; b) the methods for monitoring, measurement, analysis and evaluation needed to ens ure valid results; c) when the monitoring and measuring shall be performed; and d) when the results from monitoring and measurement sha ll be analyzed and evaluated.

Appropriate documented information is retained as evidence of the results. The different operating units undertake its respective performance evaluation processes to monitor, measure, ana lyze and evaluate the different aspects of the operations of the Department.

Relevant Documented Information:

Process Performance Monitoring and Measurement Procedure

Progress Monitoring and Reporting of Locally-Funded Projects Procedure

Preparation and Submission of Financial and Accountability Reports (FARs) Procedure

Preparation of Status of Funds Report Procedure

Monitoring the Implementation of Strategic Performance Management System Procedure

DILG PPA Implementation Monitoring and Reporting Procedure

9.1.2 Customer Satisfaction

The DILG Region JV-A monitors customers' perceptions of the degree to which their needs and expectations have been fulfilled. Methods for obtaining, monitoring and reviewing this informa tion is esta blished and implemented by the concerned offices using customer satisfaction survey to monitor the client's perception and satisfaction on the services it received.

Relevant Procedures:

External Customer Satisfaction Survey Procedure

DILG REGION IV-A rcALABARZON)

QUALITY MANUAL

9 .1.3 Analysis and Evaluation

~IJ.I§ilul§,ii§(i

QM-R4A-09

Performance Evaluation

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The DILG Region IV-A analyzes and evaluates appropriate data and information arising from monitoring and

measurement.

The resul ts of analysis shall be used to evaluate:

a) conformity of products and services; b) the 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; and g) the need for improvements to the QMS.

9 .2 Internal Quality Audit

9 .2.1 The DILG Region IV-A plans and conducts internal audit every s ix (6) months to provide informa tion on

whether the QMS:

a) conforms to: 1) th e organization's own requirements for its QMS; and 2) the requirements of ISO 9001:2015; and

b) is effectively implemented and maintained.

9.2.2 The DILG Region IV-A:

a) plans, establishes, implements and maintains an audit program includ ing the frequency, methods, responsibilities, plann ing requirements and reporting, which takes into consideration the importance of the processes concern ed, changes a ffecting the organization, and the resul ts of the previous audit;

b) defines the audit criteria and scope for each audit; c) select ausitors and conduct audits to ensure objectivity and the impartiality of the audit process; d) ensure that the results of the audits are reported to management; e) takes appropriate correction and corrective actions without undue delay; f) retains documented information as eve idence of the implementation of the audit programme and the

auidt results.

Specifically, the DILG Region IV-A conducts the following activities relevant to internal quality auditing:

An audit program is prepa red including the audit criteria, scope for each audit, frequency, methods, responsibiliti es, planning requirements and reporting, which sha ll take into co nsideration the importance of the processes concerned, changes affecting the organization, and the results of previous audits.

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QUALITY MANUAL

Audit Team and Preparation for Audit

Performance Evaluation

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To ensure objectivity and impartiality of the audit process, there are Regional Internal Quality Auditors who

perform the !QA of the overall QMS.

The selection of auditors and conduct of audits shall ensure objectivity and impartiality of the audit process.

Auditors shall not audit their own work.

Auditors prepare fo r audits by reviewing applicable standards and procedures, a nalyzing quali ty records, and

preparing aud it checkli sts.

Conducting the Audit

In conducting the audit, au ditors seek objective evidence indicating whether th e subject areas of audit comply

with the requirements of the QMS, and whether effectively implemented and maintained. The evidence is collected through observation, interview of personnel, and examination of records and documents.

Nonconformities, potential nonconformities, and opportunities for improvement are reported through the issuance of Corrective Action Report (CAR).

The audit findi ngs and conclusions are reported to relevant management and presented to the auditees. Records of the a udi ts and their resu lts a re maintained in accordance with the established procedu re on

control of r ecords.

Verification of Action Plan Im plementation and Effectiveness

The concerned office being audited determines the necessary corrections and corrective/preventive actions detailing the activities, responsible person, a nd timeline duly accepted by the !QA Head and ensures that actions are taken without undue delay to eliminate detected non-conformities and their causes.

Implementation and effectiveness of actions taken a re verified in the next audit. If n on- recur rence of the r oot

cause is verified, the CAR is closed out duly approved by the IQA Head. Verification can happen more than

once if the initial verification does not provide evidence of recurrence of the root cause.

Reporting

An Ini tial Audit Report is prepared for every Office audited, and an Executive Summary of all the audit findings

and conclusions is prepared with attachments of the issued CARs to form the IQA Audit Report an d submitted to the DILG Region IV-A QMR for approval.

Relevant Documented Information:

Regional Inte rnal Quality Auditing Procedure

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QUALITY MANUAL Performance Evaluation

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9.3 Management Review

9.3.1 General

The DILG Region IV-A's Management Review Committee reviews the performance of the QMS every six (6) months or as deemed necessary to evaluate the continuing adequacy, suitability, effectiveness, and a lignment

to the strategic direction of the organization. Records of Management Reviews are controlled by the QMS

Secretariat.

9.3.2 Management Review Inputs The Management Review is planned and carried out taking into consideration:

a) th e status of actions from previous management reviews; b) changes in external and internal issues that are relevant to the QMS; c) information on the performance and effectiveness of the QMS, including trends in:

1) cus tomer satisfaction a nd feedback from relevant interested parties; 2) the extent to which quality objectives have been met; 3) process performance and conformity of products and services; 4) nonconformities and corrective actio ns; 5) monitori ng and measurement results; 6) a udit results; a nd 7) the performance of external providers;

d) the adequacy of resources; e) th e effectiveness of actions taken to address risks and opportunities; and f) opportunities for improvement.

9.3.2 Management Review Outputs

The outputs of management review include decisions and actions related to:

a. Opportunities for improvement b. Changes in the QMS, policies a nd objectives c. Changes in resource requirements d. Other actio ns deemed necessary by Management

Documented information is retained as evidence of the results of Management Reviews.

Relevant Documented Information:

Management Review Procedure

MIAC~~UEIS LGOO.!V /_Acting Planning Officer

QMS Secretariat Head

AA SIA, CESO v Assistant Regional Director

Quality Management Re resentative

EL Q. GOTIS, CESO III . OIC - Regional Di!:_e_c_to_r _ _ _,

Top Management

DILG REGION IV-A (CALABARZON)

QUALITY MANUAL

10. IMPROVEMENT

10.1 General

••• l ...... .. .

QM-R4A-10 •• 11• .. 1111;.

Improvement I I

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The DILG Region JV-A determines and selects opportunities for improvement and implements any necessary

actions to meet customer req uirements and enhance customer satisfaction. These include:

a) improving products and services to meet requirements as well as to address future needs and expectations;

b) correcting, preventing or reducing undesired effects; and c) improving the performance and effectiveness of the QMS.

Among the examples of improvement include correction, corrective action, continual improvement,

breakthrough change, innovation and re-organization.

10.2 Nonconformity and Corrective Action

The DILG Region IV-A carries out correction and corrective action. When a nonconformity occurs, including

any arising from complaints, it:

a) reacts to the nonconformity and, as applicable, take action to control and correct it, and/or deal with the consequences;

b) evaluates the need for action to eliminate the cause(s) of the nonconformity, in order that it does not recur or occur elsewhere, by: reviewing and analyzing the nonconformity; determining the causes of the nonconformity; determining if similar nonconformities exist, or could potentially occur;

c) implements any action needed;

d) e) f)

reviews the effectiveness of any corrective action taken; updates risks and opportunities determined during planning, if necessary; and makes changes to the QMS, if necessary.

The need for corrective action is determined on the basis of identified actual nonconformities through the findings of internal quality audit or external audit or on reported unmet quality objectives through the results of the process performance monitoring and measurement. Corrective action requests are likewise triggered by such events as client/customer complaint, or a management review output or directive and other lapses or deviation identified. This need identification is stated in the Corrective Acti on Report (CAR) issued by the IQA Team for audit related areas or the Deputy QMR through the QMS Secretariat for non-audit related areas.

Corrective actions are appropriate to the effects of the nonconformities encountered.

The DILG Region IV-A retains documented information as evidence of the nature of the nonconformities and

any s ubsequent actions taken and the results of any corrective action.

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QUALITY MANUAL

Relevant Documented Information:

Process Performance Monitoring a nd Measurement Procedure

Internal Quality Auditing Procedure

Nonconformity and Corrective Action Procedure Management Review Procedure

Services Complaint Handling Procedure

10.3 Continual improvement

Document Code

I QM-R4A-10 \

Improvement I I

00 I JO.O 1.1 7 I 2 of 2

The DILG Region IV-A continually improves the suitability, adequacy and effectiveness of the QMS. It

conside rs the res ults of analysis and evaluation, and the outputs from management review, to determine if there are needs or opportunities tha t shall be addressed as part of continual improvement

The DILG Region IV-A adopts a continual improvement philosophy throughout the entire organization. The improvement effort is driven by the quality policy, qua lity objectives, audit res ults, performa nce results, corrective and preventive actions, management review, customer/client feedback, risk and risk controls, and o ther catalysts for pos itive change.

Improvement opportunities are identified by analyzing quality performance data and information as well as information on client/customer satisfaction. Causes of identified nonconformities determined and corrective

actions a re implemented to ensure that these causes do not recur. Preventive actions are implemented to

eliminate the causes of potential nonconformities. Corrective and preventive actions taken are recorded a nd a re followed up to ensure that they have been properly implemented and t hat they are effective.

Quality perfor mance is evaluated by performance measurement and monitoring of the quality management

system. When quality performance falls short of a defined objective, the operating unit concerned identifies a nd implements specific actions to address the cause of the non-attainment. When a qual ity objective is

achieved, the management may, at its discretion, set a new or higher objective in this area and identifies

improvements for achieving it.

Relevant Documented Information:

Nonconformity and Corrective Action Procedure Services Complaints Handling Procedure External Customer Satisfaction Survey Procedure

MIA~~UEIS ~ ARIEL 0. IGLESIA, CESO V _ ~0_00 ~/Acting Plannin.g Officer

QMS Secretariat Head

I

· OIC - Regional Director

\ Top Management

Assistanl Reoional Director Quality Management

Re resentativc ~~~~~~~~....::.C-'--"-~-'-~'-'---=-~~~-'--~--~~~~~~~~~·- ~~