Republic of the Philippines Department of Agriculture NATIONAL...

Republic of the Philippines Department of Agriculture NATIONAL DAIRY AUTHORITY

ISO 9001:2015 Quality Management System

QUALITY MANUAL

DEPARTMENT OF AGRICULTURE

NATIONAL DAIRY AUTHORITY Document Code NDA-QM

Revision No. 1

QUALITY MANUAL

Effectivity October 2017

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PROCESS NAME SIGNATURE

ORIGINATED MARITES M. DIMACULANGAN

MARIA TERESA M. ROZUL

REVIEWED CHARITO R. GIMENO

GABRIEL L. LAGAMAYO

MONINA G. MANGUBAT

MARLON C. FLORES

ROY ANTONIO P. HOJAS

RECOMMENDING APPROVAL RENE M. DE GUZMAN

JACQUELINE H. SEGUIN

NAOMI K. TORRETA

APPROVED MARILYN B. MABALE

ORIGINATION/ REVISION NO. DATE ORIGINATED/ REVISED REASON FOR REVISION

00 22 June 2016 Initial Documentation for the Management System of the National Dairy Authority

01 02 October 2017 Alignment to ISO 9001:2015 QMS Standards



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TABLE OF CONTENTS

SECTION REFERENCE AND TITLE PAGE NO. SECTION 0. INDEX AND REVISION STATUS 4 SECTION 1. SCOPE

1.1. Introduction 5 5

SECTION 2. NORMATIVE REFERENCES 5 SECTION 3. TERMS AND DEFINITIONS 5 SECTION 4. CONTEXT OF THE ORGANIZATION

4.1. Understanding the Organization and its Context 4.2. Understanding the Requirements and Expectations of Interested Parties 4.3. Determining the Scope of the Quality Management System 4.4. Corporate Profile 4.5. Vision 4.6. Mission 4.7. Core Values 4.8. Organization 4.9. Facilities

4.10. Quality Management System and its Processes

5 5 6 7 7 8 8 8 9

10 10

SECTION 5. LEADERSHIP 5.1 Leadership and Commitment 5.2 Customer Focus 5.3 Quality Policy 5.4 General Description and Key Responsibilities of Authorities

13 13 13 14 15

SECTION 6. PLANNING 6.1 Action to Address Risk and Opportunities 6.2 Quality Objectives and Planning to Achieve Them 6.3 Planning of Changes

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SECTION 7. SUPPORT 7.1 Provision of Resources 7.2 Competency, Awareness and Training 7.3 Communication 7.4 Documented Information

18 18 20 20 21

SECTION 8. OPERATION 8.1 Operational Planning and Control 8.2 Planning and Service Realization 8.3 Requirements for Products and Services 8.4 Design and Development of Services 8.5 Control of Externally Provided Processes, Products and Services 8.6 Service Provision 8.7 Release of Services 8.8 Control of Nonconforming Outputs

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SECTION 9. PERFORMANCE EVALUATION 9.1 Monitoring, Measurement, Analysis and Evaluation 9.2 Internal Quality Audit 9.3 Management Review

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SECTION 10. IMPROVEMENT 10.1 Continual Improvement 10.2 Nonconformity and Corrective Action

34 34 34



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This document is a sole property of the DA-NDA. Unauthorized reproduction in part or in whole renders the copy unofficial. Any external disclosure is prohibited without written approval of the Management Representative. Document Control Procedures applies.

0. INDEX AND REVISION STATUS

QUALITY PROCEDURES

NDA-QP-01 Documents and Records Control Rev. 1 NDA-QP-02 Control of Nonconforming Output Rev. 1 NDA-QP-03 Corrective Action Rev. 1 NDA-QP-04 Internal Audit Rev. 1 NDA-QP-05 Management Review Rev. 1 NDA-QP-CP-01 Animal Distribution and Provision of Technical Services Rev. 0 NDA-QP-CP-02 Provision of Training Services Rev. 0 NDA-QP-CP-03 Provision of Milk Feeding Services Rev. 0 NDA-QP-SS-01A Admin. - Human Resource Management Services Rev. 0 NDA-QP-SS-01B Admin. - Procurement of Goods and Services Rev. 1

NDA-QP-SS-01C Admin. - Transportation, Property Management, Building and Utilities Maintenance and Janitorial Services

Rev. 0

NDA-QP-SS-02 Financial Resource Management Services Rev. 1 NDA-QP-SS-03 Planning, Management & Evaluation Services Rev. 1 NDA-QP-SS-04 Management Information Services Rev. 1 NDA-QP-SS-05 Laboratory Services Rev. 0

QUALITY MANUAL DISTRIBUTION

Printed copies of the Quality Manual shall be distributed to the following:

Manual Number

Organization Unit

1 Office of the Administrator 2 Office of the Deputy Administrator 3 Corporate Planning Department 4 Administrative and Finance Department 5 Operations Department 6 North Luzon Department 7 South Luzon Department 8 Central Visayas Department 9 Western Visayas Department

10 Northern Mindanao Department 11 Southern Mindanao Department 12 Philippine-New Zealand Dairy Project



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1. SCOPE

1.1. Introduction

1.1.1. The Quality Manual of the National Dairy Authority (NDA-QM) defines and clarifies policies,

systems, and procedures adopted to implement, ensure compliance, and continuously

improve the Agency's Quality Management System.

1.1.2. The QM, together with associated documents mentioned hereto, aims to:

Describe the fundamental elements of NDA's QMS and to serve as reference in its

implementation and continual improvement;

Inform the NDA internal and external stakeholders of the Agency's QMS and enable them

to observe its implementation at NDA; and

Serve as reference and guide for all personnel and make them appreciate the NDA's QMS.

2. NORMATIVE REFERENCES

The following documents in part or whole, are normatively references or used in the preparation of this

document and are indispensable for its application. For dated references, only the edition cited applies.

ISO 9001:2015 Quality Management System Requirements

ISO 9001:2015 Quality Management System – Fundamentals and Vocabulary

ISO 19011:2011 Guidelines for Auditing Management System

3. TERMS AND DEFINITIONS

For the purpose of this document, the terms and definitions provided in ISO 9001:2015 applies.

4. CONTEXT OF THE ORGANIZATION

4.1. Understanding the Organization and its Context

The NDA management has determined relevant external and internal issues and items relevant to

the agency’s purpose and strategic direction, and may affect our ability to achieve the intended

results of the QMS. Such issues are identified through a periodic assessment of the agency’s

performance. These issues are summarized in a Risk Assessment Matrix (Annex B) of this manual.



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4.2. Understanding Requirements and Expectations of Interested Parties

4.2.1. The effect or potential effect on the agency’s ability to consistently provide products and

services that meet our customer and applicable statutory and regulatory requirements, NDA

has determined the following:

the interested parties relevant to the QMS;

the requirements of the identified interested parties relevant to the QMS.

4.2.2. Requirements and expectations of interested parties are listed in the Needs and Expectations

of Interested Parties (Annex C) of this manual.

4.2.3. The NDA is committed to continually monitor, review and analyze information and relevant

requirements of the interested parties to ensure their requirements are effectively managed

in the QMS. This form part of the management review procedures.

4.3. Determining the Scope of the Quality Management System

4.3.1. The QM applies to processes of top management, internal support, core processes. The ISO

9001:2015 Standards have been adopted by the NDA and are being implemented to serve as

the foundation of the mission to achieve quality as a way of life in NDA. Whether the term

"product" occurs, it can also mean "service." In determining the scope, the NDA considers the

external and internal issues, the requirements of relevant interested parties, and the services

of the agency.

4.3.2. The NDA applies for the certification of the following services of the Central Office, North

Luzon and South Luzon Departments:

4.3.2.1. Core Process:

Animal Distribution and Provision of Technical Assistance

Provision of Training Services

Provision of Milk Feeding Services

4.3.2.2. Support Process:

Procurement of Goods and Services

Human Resources Management Services

Transportation, Property Management, Building and Utilities Maintenance and

Janitorial Services

Financial Resource Management Services

Planning, Management and Evaluation Services

Management Information Service

Laboratory Services



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4.4. Corporate Profile

4.4.1. Created by the National Dairy Development Act of 1995 (Republic Act 7884), the NDA is an

attached corporation of the Department of Agriculture mandated to ensure the accelerated

development of the Philippine dairy industry through policy direction, coordination and

program implementation.

4.4.2. The priority programs and projects of the NDA as identified in Section 11 to 13 of RA 7884 are

as follows:

design credit systems that will provide loans, grants and other services as may be

required, to dairy cooperatives;

Assist dairy cooperatives in developing market channels and in negotiation for bulk

outlets of milk output;

Promote a nationwide campaign for the development of a local dairy industry;

Extension support, education and training programs for dairy farmers and cooperatives;

Dairy research and development;

Support services in the acquisition of basic supplies and inputs for animal health and

nutrition; and,

Build up the number and quality of local animal stocks through applied technology.

4.4.3. The NDA is governed by a Dairy Industry Board composed of eight national government

representatives (DA, NDA, DTI, DOH, DepEd, DOST, DLR, UP-DTRI) and four (4) private sector

representatives (i.e., representations from the producers in Luzon, the Visayas and Mindanao

and representation from the commercial processors) who are appointed by the President of

the Philippines.

4.4.4. The NDA maintains a Central Office and Field Offices in Luzon, Visayas and Mindanao manned

by 116 personnel, 60% of which are assigned to operations while 40% are assigned to

perform planning, monitoring and administrative functions.

4.4.5. The NDA considers the specific knowledge necessary for each operation and considers this as

an important resource to ensure our people and processes are consistent and will achieve

conformity of the product and services provided by the Company. Specific organizational

knowledge is defined, maintained and available to the extent necessary within appropriate

procedures.



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4.5. Vision

A profitable, competitive and sustainable growing dairy industry built on financially viable business

performance throughout the value chain, providing a good quality of life for farmers and ensuring

consumers safe and quality milk and milk products by 2025.

4.6. Mission

To provide leadership to the Philippine dairy industry in partnership with the private sector through

the provision of well-crafted policy, science-based technical expertise, sound business support and

effective management of dairy programs.

4.7. Core values

4.7.1. Stakeholders... To treat all our stakeholders diligently, fairly, honestly and with respect.

4.7.2. Accountability and Transparency... To manage our organization efficiently, ethically and with

full accountability and transparency.

4.7.3. Teamwork and Partnership... To build and support strong teamwork, and partnership with all

our stakeholders as the key to producing tangible results.

4.7.4. Our Staff... To treat our staff equally and with respect and to fulfill our commitment to the on-

going development of our human resources.

4.7.5. Gender Equity... To promote and support equitable participation of men and women, both

within the organization, and with our stakeholders.

4.7.6. Scientific and Cultural Integrity... To ensure that regulation, resource management,

information and advice are science based and respect the cultural values of the Filipino people.

4.7.7. Environmental Integrity... To ensure that dairy development on the farm and in the processing

operations are environmentally responsible.

4.7.8. Animal Welfare... To promote the adoption of the five freedoms of animal welfare.



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4.8. Organization

Figure 1. NDA Organization Chart



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4.9. Facilities

4.9.1. The NDA has offices and facilities in the following locations:

Main Office, NDA Building, BAI Compound, Visayas Avenue, Diliman, Quezon City

Northern Luzon Department, No. 33 Pook Hulo, Loma de Gato, Marilao, Bulacan

Southern Luzon Department, No. 144 Brgy. San Carlos, Lipa City, Batangas

Visayas Department, Department of Agriculture Experimental Station Compound,

Maguikay, Mandaue City, Cebu City

Southern Mindanao Department, Mindanao Science and Technology Centrum Bldg., Bago

Oshiro, Tugbok, Davao City

Northern Mindanao Department, Door 206, Waterside Living Complex Bldg., Julio Pacana

Street, Licoan, Cagayan de Oro City

4.10. Quality Management System and Its Processes

4.10.1. General Requirements

NDA has established, documented and implemented a Quality Management System (QMS) in

accordance with the requirements of ISO 9001:2015. The system is maintained and

continually improved through the use of quality policy, quality objectives, audit results,

analysis of data, corrective action and management review.

To design and implement the QMS, NDA has:

determined the processes needed for the QMS and their application throughout the

organization, the sequence and interaction of these processes, and documented them on

the PDCA Cycle Diagram in this section of the QM;

determined criteria and methods needed to ensure that the operation and control of the

processes are effective, and documented those in quality procedure and work

instructions;

ensured the continuing availability of resources and information necessary to achieve

planned results and continual improvement of these processes;

established systems to monitor, measure where applicable, and analyze these processes;

established processes to identify and implement actions necessary to achieve planned

results and continual improvement of these processes.



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4.10.2. Process Approach

4.10.2.1. The NDA has adopted the “Process Approach” into our daily operations including the

PDCA Cycle. We have considered the utilization of Risk-based Thinking Philosophy

when developing, implementing and improving the effectiveness of our Quality

Management System. This approach enables NDA to enhance the overall performance

of the agency by effectively controlling the interrelationship and the

interdependencies among the QMS processes. The implementation of the “Process

Approach” in our QMS enables;

the understanding and consistency with achieving customer specific

requirements;

the consideration of our processes in terms of added value;

the achievement of effective process performance;

improvement of our processes based on the evaluation of data and information.

4.10.2.2. All main activities of the system are grouped according to the following categories:

Leadership (leadership and commitment, customer focus, policy, organizational

roles, responsibilities and authorities);

Planning (actions to address risks and opportunities, quality objectives and

planning to achieve them, planning of changes);

Support (resources, competence, awareness, communication, documented

information);

Operation-Core Processes (operational planning and control, requirements for

products and services, design and development of products and services, control

of externally provided processes, products and services, production and service

provision, release of products and services, control of nonconforming outputs);

Performance Evaluation (measurement, analysis and evaluation, internal audit,

management review), and;

Improvement (nonconformity and corrective action, continual improvement).

These processes are organized as Plan-Do-Check-Act (PDCA) loops.



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Figure 2. PDCA Cycle Diagram



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5. LEADERSHIP

5.1. Leadership and Commitment

5.1.1. The Top Management has been actively involved in implementing the (QMS). The Top management

has provided the vision and strategic direction for growth of the QMS, and established quality

objectives and the quality policy.

5.1.2. The Top Management demonstrates leadership and commitment with respect to the quality

management system by:

taking accountability for the effectiveness of the quality management system;

ensuring that the quality policy and quality objectives are established for the quality

management system and are compatible with the context and strategic direction of the agency;

ensuring the integration of the quality management system requirements into the agency’s

business processes;

promoting the use of the process approach and risk-based thinking, as defined in Section 6,

Para. 6.1;

ensuring that the resources needed for the quality management system are available;

communicating the importance of effective quality management system achieves its intended

results;

engaging, directing and supporting persons to contribute to the effectiveness of the quality

management system;

promoting improvement;

supporting other relevant management roles to demonstrate their leadership as it applies to

their areas of responsibility.

5.2. Customer Focus

5.2.1. The principal objective of the QMS is to enhance customer satisfaction on service delivery. The key

to achieving high customer satisfaction is an accurate determination and understanding of

customer requirements and an effective verification process that the requirements are met.

5.2.2. Top management ensures that customer and applicable statutory and regulatory requirements are

determined, understood and consistently met. This is done through meetings and consultations

with stakeholders, as defined in this QM Section 8, Para. 8.3.1 to Para. 8.3.2 and in associated

procedures.

5.2.3. Top management ensures that risks and opportunities that can affect conformity of products and

services and ability to enhance customer satisfaction are determined and addressed through Risk

Assessment as defined in NDA-QP-02 Control of Nonconforming Output.

5.2.4. Management ensures that customer satisfaction is systematically monitored and maintained. This

process is defined in this QM Section 9, Para. 9.1.2, and in associated procedure.



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5.3. Quality Policy



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5.3.1. Establishing the Quality Policy

5.3.1.1. The Quality Policy is established by the top management. In formulating the quality

policy, top management ensures that the policy is appropriate to the purpose and

context of the agency, and includes a commitment to comply with the requirements

and continually improve the effectiveness of the QMS.

5.3.1.2. The Quality Policy provides a framework for establishing specific quality objectives,

and provides direction for the continual improvement effort.

5.3.2. Communicating the Quality Policy

5.3.2.1. The Quality Policy is posted throughout the agency, and its role is explained and

discussed at the general orientation training provided to all employees. The quality

policy is also communicated to customers and other interested parties. For this

purpose, it is displayed in the reception area and posted on the agency’s website.

5.3.2.2. The Quality Policy is periodically reviewed within the framework of management

reviews of the quality system. This is to ensure its continual relevance and suitability.

5.4. General Description and Key Responsibilities of Authorities

5.4.1. The Organization Chart has been established to provide the interrelation and reporting

structure of personnel within the organization. The Corporate Planning and Management

Services Department has been appointed by the Top Management to oversee and manage the

overall effectiveness and compliance of the QMS. The QMS Organization is supported by a

Special Order (Annex A) outlining the assigned specific roles in terms of:

ensuring QMS conforms to the requirements of ISO 9001:2015 (e.g. internal audit,

management review);

processes are delivering their intended purpose;

reporting on the performance of the QMS;

promoting customer focus; and

maintaining the integrity of the QMS

5.4.2. The Dairy Industry Board is a policy-making body that ensures that the plans and programs of

the National Dairy Authority are in accordance with its mandate as set forth under Republic

Act 7884 also known as the Dairy Development Act of 1995 and the Republic Act 10611 or the

Food Safety Act of 2013.



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5.4.3. The Office of the Administrator submits policy recommendations and proposed measures

necessary to carry out the objectives and functions of the authority for consideration of the

National Dairy Industry Board. The Office of the Deputy Administrator assists the Office of the

Administrator in performing its functions.

5.4.4. The Administrative and Finance Department (AFD) provides finance and admin support

services to the authority for the attainment of corporate goals and objectives. There are two

(2) divisions in AFD, the Finance Division and the Administrative Division.

5.4.5. The Corporate Planning and Management Services Department (CPMSD) provides planning,

management services, management information and evaluation services to the whole

organization. There are two (2) divisions in CPMSD, the Planning, Monitoring and Evaluation

Services Division (PMESD) and the Management Information Services Division (MISD).

5.4.6. The Operations Department has three (3) divisions: the Technical Assistance Division, the

Business Development and Special Concerns Division, the Milk Quality Assurance and Product

Development Division. This department provides technical advice and assistance to the

Regional Departments in order to carry out the implementation of plans and programs in

systematic, efficient and cost-effective manner.

5.4.7. The Regional Departments namely Northern and Southern Luzon, Central and Western

Visayas, and Northern and Southern Mindanao Departments directly undertake and ensure

the dairy zone development of their respective areas. These departments are the front liners

in the implementation of the core processes of the agency.



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6. PLANNING

6.1. Actions to Address Risk and Opportunities

6.1.1. During corporate planning, the Top Management considers all external and internal issues

that are relevant to the agency’s purpose and strategic direction as well as understanding the

needs and expectations of interested parties. Refer to Annex B for the internal and external

issues (Risk Assessment Matrix) and Annex C for the Needs and Expectations of Interested

Parties.

6.1.2. The Top Management ensures that these factors are addressed in order to consistently

provide services to meet customer requirements.

6.2. Quality Objectives and Planning to Achieve them

6.2.1. During corporate planning, agency targets represented by performance indicators are

discussed and cascaded to all relevant functions, levels and processes in a specified timeframe.

These performance indicators form part of the Quality Objectives (Annex D) and the

achievement parameters are listed in the Performance Evaluation Scorecard (PES) (Annex E).

Furthermore, the agency implements the Strategic Performance Management System (SPMS)

as a tool to concretize the linkage of organizational performance with individual

accomplishment to ensure effectiveness by cascading institutional accountabilities to the

various levels of the organization.

6.2.2. The Top Management ensures provision of resources needed to achieve the intended results

by allocating enough funds, manpower, equipment and support services.

6.2.3. Quality objectives are measurable, and evaluated against performance goals during mid-year

and year-end assessment and management review meetings.

6.3. Planning of Changes

6.3.1.1. When the agency determines the need for changes to the quality management system, the

changes are carried out in a planned manner following Process Approach, Section 4, Para

4.10.2. The Top Management ensures that the integrity of the QMS are maintained when

changes to the QMS are planned and implemented.



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7. SUPPORT

7.1. Provision of Resources

7.1.1. General

NDA is fully committed to providing adequate resources required for the establishment,

implementation, maintenance and continual improvement of QMS. The Top Management

ensure provision of sufficient resources such as competent employees, functional and quality

equipment, well maintained work environment and financial resources. The process for

determining and communicating resource requirements is an integral part of the management

review process. Our infrastructure resource considerations include:

management review inputs and outputs;

capabilities and constraints on existing internal and external resources;

requirements and expectations provided by external providers.

7.1.2. Human Resources

7.1.2.1. Personnel performing work affecting conformity to service requirements are

competent. Competency is determined on the basis of appropriate education,

training, skills and experience.

7.1.2.2. Human Resources Officer is responsible for the conceptualization and conduct of

Agency-wide training and awareness programs such as: general orientation, rules

and regulations, quality system, safety and agency-wide systems and issues.

7.1.2.3. Division Chiefs are responsible for identifying competency requirements and for

providing training in their respective areas. Competency training is primarily focused

on increasing the level of skills in cooperating equipment and processes, conducting

meetings and inspections, computer literacy and other such skills as appropriate for

particular positions and jobs.

7.1.3. Infrastructure

7.1.3.1. Buildings, Workspace and Associated Utilities

Infrastructure and facilities such as buildings, workspaces and associated

utilities, etc. are adequate and are properly maintained to achieve conformity to

product requirements following NDA-QP-SS-01C.

Division Chiefs are responsible for identifying the need and requirements for

new and/or modification or repair of existing infrastructure and facilities in their

departments. Requests for changes and/or expansions of facilities are submitted



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to the Building Administrator and then to the Department Manager for review

and approval.

Regular maintenance of buildings and facilities is performed by NDA personnel

assigned to facility and maintenance under the supervision of the Administrative

Division.

This includes scheduled cleaning and maintenance of lighting systems, air

conditioning units, water and sanitary facilities. Procedures are outlined in NDA-

QP-SS-01C. Major repairs of buildings and other such facilities are contracted as

needed. Procurement section is responsible for preparing, facilitating the

procurement of maintenance contracts and managing it afterwards.

7.1.3.2. Process Equipment. The NDA determines and provides resources to ensure valid

and reliable results when monitoring or measuring is used to verify conformity of

services to requirements.

Calibration of equipment used in milk processing operations (vacuum gauge,

vacuum regulator, thermometer) and in laboratory operations (pH meter,

refrigerator, lacto scan) are outsourced to external service providers.

Process equipment are safeguarded from adjustments, damage or deterioration

that would invalidate the calibration status and subsequent measurement

results.

7.1.3.3. Supporting Services. Supporting services required by NDA include equipment,

transportation and IT services:

Equipment are provided and managed in accordance with NDA-QP-SS-01C,

Property Management.

Transportation reservations and dispatching are controlled in accordance with

NDA-QP-SS-01C, Vehicle Reservation and Dispatching.

IT Systems are designed and implemented by IT officers. These services are

controlled in accordance with NDA-QP-SS-03, Management Information

Services.

7.1.3.4. Maintenance. Building, facilities, vehicle, motor pool and key process equipment

are regularly maintained in accordance with NDA-QP-SS-01C, Building and

Facilities Maintenance and Vehicle Maintenance.



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7.1.4. Work Environment

7.1.4.1. It is the policy of NDA to promote the well-being, safety, satisfaction and motivation

of its officers and staff by providing them a work environment that:

clean, in order, well-maintained and conducive for working and learning;

promotes teamwork through sharing of project learning, inter-center

collaborations and technologies sharing;

workstations that promotes free exchange of ideas.

7.1.4.2. The end objective of this is to establish a quality work-life for the NDA staff in order

to work more effectively and efficiently.

7.2. Competency, Awareness and Training

7.2.1. The objective of the NDA's training program is to ensure that the employees have the required

knowledge and skills in performing the assigned jobs; and that they are familiar with relevant

requirements of the QMS pertaining to their job functions.

7.2.2. Awareness programs focus on understanding the importance of customer requirements and

the relevance of individual contributions towards meeting these requirements and achieving

the quality policy and objectives.

7.2.3. Processes for enhanced competency and awareness of personnel are defined in NDA-QP-SS-

01A, Human Resource Management Services. The procedure addresses issues related to:

determining competency requirements;

identifying training needs;

providing training;

evaluating the effectiveness of training;

ensuring quality awareness; and

maintaining training records

7.3. Communication

7.3.1. NDA ensures that internal and external communications relevant to QMS are addressed as to

what to communicate, how, when and with whom to communicate. External communications

include letters, memorandums and advisories. All interested parties may get basic

information through NDA website www.nda.da.gov.ph. Information not available in the

website can be formally requested following NDA-FOI Manual of Procedures. Internal

communications include memorandums, special orders, intranet and outlook email portal.

http://www.nda.da.gov.ph/



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7.4. Documented Information

7.4.1. NDA maintains a documented QMS as a means to ensure that services conform to specific

requirements. The QMS consists of the following levels of documented information:

7.4.1.1. Level I – Quality Manual (NDA-QM): provides the scope of the QMS and the applicable ISO

9001:2015 requirements as implemented. It also defines and clarifies policies, systems and

procedures adopted to implement, ensure compliance and continuously improve the

agency’s QMS.

7.4.1.2. Level II – Quality Procedures (QP) Work Manual as itemized in NDA-QM Section 0, Index

and Revision Status: provides detailed requirements for each of the core and support

processes specifying who does what, when, where, how the process or action/task is

performed, and what documented is used to verify that all required quality related activities

had been executed as required.

7.4.1.3. Level III – Quality System Forms (QSF): provides objective evidence that required services

and customer requirements were achieved, and that the agency’s QMS has been

implemented as stated.

7.4.2. Creating and Updating

7.4.2.1. When creating and updating documented information, NDA define procedures following

NDA-QP-01 Documents and Records Control to ensure the following:

identification and description (title, date, author, reference number);

format and media (electronic, hard copy etc.);

review and approval for suitability and adequacy.

7.4.3. Control of Documented Information

7.4.3.1. Documented information required to support the effectiveness of the agency’s QMS is

controlled following NDA-QP-01 Documents and Records Control ensuring that:

it is available and suitable for use, where and when it is needed;

it is adequately protected from loss of confidentiality, improper use, or loss of integrity;

distribution, access, retrieval and use;

storage and preservation including preservation of legibility;

control of changes;

retention and disposition

7.4.3.2. Documented information of external origin determined to be necessary for planning and

implementation of the QMS is identified as appropriate and likewise controlled in

accordance with NDA-QP-01 Documents and Records Control.



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8. OPERATION

8.1. Operational Planning and Control

The NDA plans, implement and controls its operations in the delivery of its services to the

stakeholders in order to ensure that customer requirements are met. Operational planning is carried

out to implement the actions determined during planning stage wherein agency targets represented

by performance indicators are cascaded to all relevant functions, levels and processes in a specified

timeframe. Operational planning considers the actions to address the risks and opportunities and

how to achieve them, Section 6, Para 6.1.2 to 6.1.3.

8.2. Planning of Service Realization

The NDA plans and develop strategies for its operation’s processes and to deliver its mission in the

attainment of its vision. Quality objectives and Key Result Areas (KRA) for technical and extension

services are determined in observance of the NDA's operational and implementation policies.

Likewise, design, deliverables, schedule of activities and logistical requirements are identified in

Operational Plan and Financial Plan. Subsequent planning requires result of performance review

including inputs from stakeholders as reference for planning.

8.3. Requirements for Products and Services

8.3.1. Determining the requirements for products and services

8.3.1.1. NDA abides by its Citizen's Charter. As mandated, customer requirements are

determined using the results of participatory meetings and consultations with

stakeholders. These are defined in proposals, agreements, terms of reference, letter of

request, letter of intent, among others. Customer requirements also include:

requirements not stated by the customer, but necessary for specified user or

intended use, where known;

statutory and regulatory requirements applicable to the product; and

any additional requirements considered necessary by the agency.

8.3.1.2. NDA ensures that implementation of programs and projects has appropriate budget,

resources and personnel complementation.

8.3.2. Review of requirements related to the services

8.3.2.1. Customer requirements are reviewed and approved by appropriate

offices/committees as defined in the NDA's administrative issuances. These are

reviewed to ensure that:

customer requirements are defined;



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any conflicts in contract and other requirements are resolved; and

the agency is able to meet the defined requirements.

8.3.3. Customer Communication

Arrangements for communicating with customers regarding complaints are defined in and

NDA-QP-03, Corrective Action.

8.4. Design and Development of Services

The NDA plans and control the design and development of services (e.g. training, and facilitation of

milk feeding services) to meet customer requirements considering processes such as:

8.4.1. Design and Development Planning

8.4.1.1. The NDA designs its training interventions by identifying the needs of the stakeholders

through a conduct of Training Needs Analysis (TNA). On the other hand, milk feeding

services are designed based on the proposals submitted by program partners (e.i. LGU,

NGO. private organizations and other government agencies).

8.4.1.2. A Training Design/Project Proposal outlines the stages and controls considering the

following:

nature, duration and complexity of the design and development activities

process stages, including applicable design and development reviews

verification and validation activities

responsibilities and authorities involved in the design and development process

internal and external resource needs

control interfaces between persons involved

need for involvement of customers and users

requirements for subsequent provision of services

level of control expected by customers and other relevant interested parties

8.4.2. Design and Development Inputs

The agency determines the requirements essential for the specific type of service based on the

following:

functional and performance targets (performance evaluation scoresheet)

information derived from previous similar intervention (historical data)

statutory and regulatory requirements (agency mandates)

standards and codes of practice that the agency committed to implement

potential consequences of failure due to nature of services



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8.4.3. Design and Development Controls, Outputs and Changes

The NDA apply controls to ensure that results to be achieved are defined, reviews and verified,

validated and documented. The agency also ensures that outputs meet the input requirements.

Any changes made during, or subsequent to, the design and development of services are

identified, reviewed and controlled to ensure that there is no adverse impact to the conformity

of the requirements. These processes are defined in the each Quality Procedures-Work

Manuals.

8.5. Control of Externally Provided Processes, Products and Services

8.5.1. Procurement

The nature of the Agency's operations require use of goods or services provided by others to

meet customer requirements. As such, the Agency has established and implements policies

and procedures to ensure that procured goods and services conform with the Agency's

requirements and in accordance with relevant regulations.

8.5.1.1. Procurement information is provided through the prescribed Purchase Request (PR)

form for the procurement of goods and services. The PR form contains, as

appropriate, the following information:

specification requirements for the approval of goods and services;

specification requirements for the qualifications of personnel; and

QMS requirements.

8.5.1.2. The responsible personnel reviews the adequacy of specified procurement

requirements prior to the approval and processing of requests. Prior to acceptance, a

procurement personnel evaluates the purchased products against the specified

requirements and when appropriate, secures acceptance by the end user.

Responsible personnel perform the necessary evaluation, selection and re-evaluation

of the performance of the supplier and the purchased goods and services. (Refer to

NDA-QP-SS-01B), Procurement of Goods and Services).



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8.6. Service Provision

Implementation and provision of core operational services are in accordance with NDA-QP-CP-01,

Animal Distribution and Provision of Technical Services, NDA-QP-CP-02 Provision of Training Services

and NDA-QP-CP-03 Provision of Milk Feeding Services.

8.6.1. Description of Services

8.6.1.1. Animal Distribution and Provision of Technical Assistance

Animal distribution is one of the major services of NDA. It aims to increase the dairy

animal stock in the country for the purpose of expanding the volume of current

domestic milk production. Continuous infusion of dairy animals for herd-build up

program is done throughout the country coupled with provision of technical

assistance such as veterinary services, animal health and breeding services, farm

services and milk quality testing.

8.6.1.2. Provision of Training Services

Trainings are given by NDA to capacitate the dairy farmers, milk processors,

extension workers in every facet of dairying. It cover topics from production,

processing up to marketing. It aims to foster sustainable increase in dairy livestock

productivity through the adoption of best dairy farming practices, breed

improvement, availability to timely extension services, promotion of livestock

businesses and dairy food safety regulations.

8.6.1.3. Provision of Milk Feeding Services

Milk Feeding is a program implemented by NDA to provide milk to community and

school-based children at risk of malnutrition as well as the elderly, pregnant women

and lactating mothers at a feeding period of 120/200 days. Each beneficiary receives

a 180 to 200 ml pack of fresh milk per day with a frequency of five (5) days a week

from Monday-Friday. The NDA together with Program Partners (LGUs, NGOs, private

institutions, other government agencies) identifies the target beneficiaries and

jointly monitor the implementation of the program.

8.6.2. Control of Service Provision

The NDA render services under control including the appointment of competent persons

including any required qualification, the use of suitable monitoring and measuring resources,

ability to achieve planned results of the processes for service provision and implementation

of actions to prevent human error. These processes are documented in the Quality Procedures-

Work Manuals.



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8.6.3. Identification and Traceability

Outputs of the NDA core operational processes are identified through the following, as

applicable:

Core Process Output Coding

Animal Distribution and

Provision of Technical

Services

Acknowledgement Receipt,

Service Receipt Receipt Number

Provision of Training

Services

Training Report, Impact

Evaluation Report Report Number

Milk Feeding Services Terminal Report

Milk Laboratory Result

Report Number

Laboratory Result Number

These outputs are maintained in accordance with NDA-QP-01 Documents and Records

Control

8.6.4. Validation Process for Production and Service Provision

The resulting outputs of NDA's core operational processes is verified by subsequent

monitoring and measurement, and deficiencies is immediately addressed. Reports are

quarterly submitted by operations department to the management.

8.6.5. Customer Property

The NDA exercises care with property belonging to customers of external providers while it is

under its control or being used. Procedures are established for the control, storage,

maintenance of materials, facilities, tools and equipment, premises, intellectual property and

personal data. Agreements are outline in the Memorandum of Agreement (MOA) in cases

where NDA uses customer property.

8.6.6. Preservation

The NDA maintains the integrity of its services. Documents and records are maintained

through effective records management. This ensures that confidentiality and security is

observed.

8.6.7. Post-delivery Activities

The NDA determines the extent of post-delivery activities associated with service provision,

to the extent necessary to ensure conformity to customer requirements considering statutory

and regulatory requirements; the potential undesired consequences; the nature, use and

intended of its services; and customer feedback.



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8.6.8. Control of Changes

8.6.8.1. The NDA reviews and control changes for service operations to the extent necessary

to ensure continuing conformity with requirements.

8.6.8.2. The Management reviews and monitors changes that affect services to the

stakeholders through the regular operation’s meeting. It ensures that change

documentation and information is distributed and controlled. Records of results of

the review of changes, persons authorizing the change and any necessary actions

arising from the review are maintained in accordance with applicable procedures.

8.7. Release of Services

The NDA implements planned arrangement at appropriate stages starting from the letter of intent

of the customers until delivery of its services. The release of services are always in accordance with

planned arrangement supported by documented information (e.g. MOA, service receipt, etc.) as

evidence that the requirements are met.

8.8. Control of Nonconforming Outputs

This procedure has been established to define NDA's system for the control and correction of

nonconformities. This procedure defines the controls established by NDA to ensure that outputs that

do not conform to the requirements are identified and controlled to prevent unintended use or

delivery (refer to NDA-QP-02 for procedure details).

ISO 9001:2015 Requirement QMS Method of Addressing

The agency deals with

nonconforming services by one or

more of the following ways.

When a nonconformity is identified, it is documented in the

RFA Form and listed on the Control of Nonconformity Matrix

for tracking and reporting.

RFA is used when raising Opportunities for Improvement

(OFI) and Nonconformity (NC), where:

OFI

all employees can initiate RFA when nonconformity is

identified during day-to-day operations

NC

only internal auditors can initiate RFA during the

conduct of internal audit

Copy of the RFA is forwarded to the Division Chief for

disposition.



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a) by taking action to eliminate the

detected nonconformity;

Action taken to eliminate the nonconformity is recorded in

the RFA where description and correction of nonconformity

is identified.

b) by authorizing its use, release or

acceptance under concession by a

relevant authority and, where

applicable, by the customer;

The RFA is referred to the Division Chief and for verification

and problem analysis prior to disposition.

c) by taking action to preclude its

original intended use or application.

Services that have been identified as nonconforming is

referred to the process owner for correction.

Records of the nature of non-

conformities and any subsequent

actions taken including concessions

obtained are determined.

The RFA is the primary record for documenting the nature of

the nonconformity, any subsequent actions taken and the

authority deciding the action in respect of the conformity.

All RFAs and the Control of Nonconformity Matrix is

maintained by the IQA Team Leader in accordance with NDA-

QP-01, Documents and Records Control.

When nonconforming product is

corrected it is subjected to re-

verification to demonstrate

conformity to the requirements.

When nonconformity is corrected, it is be re-verified. This re-

verification is recorded on the RFA.

When nonconforming product is

detected after delivery or use has

started, the organization takes

action appropriate to the effects or

potential effects of the non-

conformity.

When the customer reports nonconformity, it is treated as a

Customer Complaint.



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9. PERFORMANCE EVALUATION

9.1. Monitoring, measurement, analysis and evaluation

9.1.1. General

9.1.1.1. The NDA determines the following as part of the performance evaluation:

what needs to be monitored and measured;

the methods for monitoring, measurement, analysis and evaluation needed to

ensure valid results;

when monitoring and measuring shall be performed;

when the results from monitoring and measurement shall be analyzed and

evaluated.

9.1.1.2. The NDA plans and implements monitoring, measurement, analysis and

improvement processes needed;

to demonstrate conformity to product requirements sustainability of

conformance with requirements and QMS;

to ensure conformity to the QMS; and

to continually improve the effectiveness of the QMS.

9.1.1.3. The NDA identifies specific and customized tools to be used in monitoring and

evaluation of processes that will determine achievement of planned results. If these

are not achieved, the management initiates corrective action request to address the

problem. The process for requesting and implementing corrective action is defined

in NDA-QP-03.

9.1.1.4. The tools utilized in monitoring and measuring performance may include, but not

limited to:

Operational/Strategic Plan;

Annual Procurement Plan (APP);

Budget Execution Document (BED);

Budget Accountability Report (BAR);

Performance Evaluation Scorecard (PES);

Office Performance Commitment and Review (OPCR) and Individual Performance

Commitment Review (IPCR).

9.1.1.5. Monitoring, measurement, analysis and evaluation are carried-out using the

abovementioned documents. Likewise, the management conducts mid-year and



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year-end performance review and evaluation to ensure that targets are

accomplished.

9.1.1.6. The above listed processes are identified in documented procedures and include

determination of applicable methods, and the extent of their use.

9.1.2. Customer Satisfaction

9.1.2.1. As one of the performance measurement of the QMS, NDA monitors information

related to customer perception on whether the agency meets customer

requirements.

9.1.2.2. As a mechanism to monitor the ability of product/service outcomes to meet

customer requirements and expectation at specific stage of the project, periodic

gathering of customer feedback and perception are conducted through any of the

following approaches:

Determining customer satisfaction via Customer Feedback Form and

Training/Activity Evaluation.

Customer satisfaction information is reported to, and evaluated through the

management review as defined in NDA-QP-05, Management Review.

9.1.3. Analysis and Evaluation

The NDA performs necessary analysis and evaluates appropriate data and information

initiated from monitoring and measurement and uses the results to evaluate conformity of

services, customer satisfaction, the performance and effectiveness of the QMS, the

performance of external providers, effectiveness of actions taken to address risks and

opportunities and the need for improvement of the QMS. Analysis and evaluation is also done

during mid-year and year-end performance review wherein accomplishment are assessed vis-

à-vis targets to ensure that Quality Objectives are met.



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9.2. Internal Quality Audit

This procedure has been established to define the system used by NDA for conducting internal

audits to determine conformance to QMS requirements. (Refer to NDA-QP-04, Internal Quality

Audit for procedure details).


Is effectively implemented and

maintained

The QMR/Deputy QMR and IQA Team are responsible for

implementing and maintaining the Internal Audit Program of

the NDA.

The on-going effectiveness of this program is reviewed as part

of NDA's Annual Management Review.

An audit program is planned,

taking into consideration the

status and importance of the

processes and areas to be

audited, as well as the results of

previous audits.

Audits are performed in accordance with an audit schedule

developed and maintained by the QMR/Deputy QMR and the

IQA Team Leader.

Audits are prioritized based on the status and importance of

the processes and areas to be audited and shall take into

consideration previous audit results and any identified trends

relating to product or process non-conformances.

The audit criteria, scope,

frequency and methods are

defined.

Audit criteria and scope are based on the processes and areas

to be audited.

As a minimum, each element of the QMS is audited on an

annual basis.

Audit methods may include, but are not limited to, the review

of program/process documentation, observation of work "in-

process" and interviews with the area personnel.

Selection of auditors and

conduct of audits ensure

objectivity and impartiality of

the audit process.

Either third-party or NDA personnel (internal auditors) that

meet the qualification requirements defined by the top

management conducts internal audits.

Where internal personnel are used, the QMR ensures that

auditors do not audit their own work.

The responsibilities and

requirements for planning and

conducting audits, and for

reporting results and

maintaining records are

defined.

The QMR/Deputy QMR and IQA Team Leader are responsible

for the scheduling and planning of all internal audits.

Results of internal audits, and any resulting corrective actions,

shall be recorded and maintained as part of a formal Audit

Summary Report.

Copies of the internal audit report shall be distributed to the

affected Division Chief, Department Manager, Deputy

Administrator and the Administrator.



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The original audit report and any additional audit records,

shall be maintained on file by the IQA Team Leader in

accordance with NDA-QP-01.

The management responsible

for the area being audited

ensures that actions are taken

without undue delay to

eliminate detected non-

conformities and their causes.

It is the responsibility of the Division Chief to respond to any

findings identified within five (5) days.

This response includes either corrective actions taken, or a

corrective action plan and implementation timeline.

The QMR/Deputy QMR considers the adequacy of the response

and request additional action if necessary.

Any corrective actions taken or proposed will be reviewed by

the QMR to determine if subsequent changes are required to

existing QMS documentation.

Follow-up activities include the

verification of the actions taken

and the reporting of verification

results.

Upon notification that the necessary corrective actions has

been completed, the QMR/Deputy QMR verifies any corrective

actions taken and review its implementation for effectiveness

in addressing NCs in accordance to NDA-QP-03.

Verification of corrective actions taken shall be documented as

part of the audit record.

At the Management Representative's discretion, a follow-up

audit may be required.



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9.3. Management Review

9.3.1. General

9.3.1.1. Top management reviews the QMS at management review meetings scheduled at least

once a year. This review assesses the continuing QMS suitability, adequacy and

effectiveness, identifying opportunities for improvement and needed changes to be

implemented including the quality policy and quality objectives. Records are

maintained for each management review meeting.

9.3.2. Management Review Inputs

9.3.2.1. Inputs into the management reviews consist of information related to quality

performance of NDA. Inputs include but not limited to:

Follow-up actions on agreement from earlier management reviews;

Changes in external and internal issues that are relevant to the quality management

system;

Information on the performance and effectiveness of the quality management

system:

o process performance and nonconformity reports;

o nonconformities and corrective actions;

o customer feedback and complaints;

o monitoring and measurement results;

o IQA results;

o status of quality objectives;

o performance of external providers;

o changes that could affect QMS; and

o recommendations for improvement

9.3.3. Management Review Outputs

9.3.3.1. During management review meetings, management identifies the appropriate actions

to be taken on the following issues:

improvement of the effectiveness of the QMS and its processes;

any need for changes to the quality management system; and

identification of resource needs

9.3.3.2. Responsibility for required actions is assigned to members of the management

review team. Any decisions made during the meeting including action lines and

target dates of accomplishment, assigned actions, and their due dates are recorded

in the minutes of the management review.



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10. IMPROVEMENT

10.1. Continual Improvement

10.1.1. The NDA continually improves the effectiveness of the QMS through the use of the quality

policy, quality objectives, audit results, customer survey results, customer complaint

forms, analysis of data, corrective and preventive actions and management review.

10.1.2. The NDA’s commitment for continual improvement helps the agency to improve further

its services, as well as address future needs and expectations; correcting, preventing or

reducing undesired effects; and improving performance and effectiveness of the quality

management system.

10.2. Nonconformity and Corrective Action

This procedures has been established by NDA to define the system used for the analysis of

nonconformity, and for the initiation, implementation and verification of any subsequent corrective

actions (refer to NDA-QP-03, Corrective Action for procedure details).


React to the nonconformity and, as

applicable:

take action to control and

correct it

deal with consequences

RFA is used when raising Opportunities for Improvement

(OFI) and Nonconformity (NC), where:

OFI

all employees can initiate RFA when nonconformity is

identified during day-to-day operations

NC

only internal auditors can initiate RFA during the

conduct of internal audit

Copy of the RFA is forwarded to the Division Chief for

disposition.

Reviewing nonconformities

(including customer complaints)

The QMR/Deputy QMR reviews Nonconformity reports to

determine if a need for formal corrective action exists. Such

corrective action is documented using the same RFA. Once a

corrective action has been documented it is assigned to the

Division Chief for the affected process for resolution.

Determining the causes of

nonconformities.

A root cause analysis is required for all issues needing

corrective actions. This action should address and be

appropriate in eliminating or mitigating the root cause.



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Evaluating the need for action to

ensure that nonconformities do not

recur.

Action to prevent recurrence is required for all issues needing

corrective actions. This action should address and be

appropriate in eliminating or mitigating the root cause.

Determining and implementing

action needed.

After determining the actions needed, the Division Chief

monitors the implementation to ensure that the desired

results are achieved.

Records of the results of action

taken.

Results of root cause analysis and action to prevent recurrence

taken is documented in the RFA.

Other supporting documentation may include:

Audit Summary Reports

Management Reviews

Records of Customer Complaints

Internal Memos

Reviewing Corrective Actions

Taken

The QMR/Deputy QMR reviews each completed RFA to

determine if root cause analysis and action plan to prevent

recurrence are adequate. The QMR/Deputy QMR will then

verify that the action to prevent recurrence was effectively

implemented, and if so, will then sign the RFA as "closed".

Inadequate RFA responses will be returned to the responsible

party for further information. RFA records will be made

available as a source of information for NDA's Annual

Management Review.

Update risks and opportunities

The management updates the Risk Assessment Matrix to

address both risk and opportunities which establishes the

basis for Risk-based Thinking as essential for achieving

effective quality management system,

Make changes to the quality

management system

If necessary, the management make changes to the quality

management system for continual improvement.

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