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QUALITYMANUAL

Document Code

QM-R10-01

Rev. No. Eff. Date Page00 11.01.17 _ of 2

DILG REGION 10 – Northern MindanaoDocument Title

Introduction

1. Introduction

The Department of the Interior and Local Government is in consonance with the program ofthe Philippine government and the following regulations intended to institutionalize bestpractices in all government agencies:a) EO 605 dated February 23, 2007 - Institutionalizing the Structure, Mechanismsand Standards to Implement the Government Quality Management Program,Amending for the Purpose Administrative Order No. 161 s. 2006. In additionb) Administrative Order No. 25 Inter-Agency Task Force (IATF)c) Inter-Agency Task Force on the Harmonization of National GovernmentPerformance Monitoring. Information and Reporting Systems’ yearlyMemorandum Circular prescribing the criteria and conditions for the grant ofPerformance-Based Bonus (PBB) (e.g. Memorandum Circular No. 2016-1 datedMay 12, 2016 and Memorandum Circular No. 2017-1 dated March 09, 2017)1.1. PurposeThis Quality Manual aims to achieve the following objectives:a) To serve as an effective tool in communicating relevant information to thestakeholders / interested parties the different products and services of theDepartment consistent with its mandate and mission. It also considered theapplicable government policies and regulations including freedom of information.b) To provide evidence of DILG Regional Office 10’s conformity to the different legal/regulatory, customer/ stakeholder and organizational requirements through thedocumented information that it maintains and retains. These requirements includepertinent provisions of ARTA (Anti-Red Tape Act) and resulting evidences which aresuitably controlled consistent with applicable regulations of the National ArchivesLaw of the Philippines (NAP).c) To provide a medium for knowledge sharing between the different operating groupsand functions within the Department, thus enhancing effectiveness and efficiencyacross all levels that contribute to the enhancement of customer satisfaction.d) To disseminate and preserve the organization’s experiences in the overall operationand control of its processes in the course of the delivery of its products and servicesto the public in general and the LGUs in particular.

QUALITYMANUAL

Document Code

QM-R10-01

Rev. No. Eff. Date Page00 11.01.17 _ of 2

DILG REGION 10 – Northern MindanaoDocument Title

Introduction

1.2. ContentThis Quality Manual covers both the documented information required by ISO 9001:2015and those determined by DILG as necessary for the effective planning, operation and controlof its Quality Management System (QMS). It contains the different policies andcommitments of the DILG Management that would demonstrate its firm resolve to conformto and comply with the applicable requirements. Designed as Level 1 document, the QualityManual will lead the user to the different sections and aspects of the DILG 10’s QMS throughcross-referencing as outlined in the documentation hierarchy of the QMS through eachpertinent section.1.3. Amendment or RevisionThis Quality Manual is a live document. It is maintained up-to-date to reflect the currentpolicies, procedures and practices across the Agency. It is amended or revised as deemednecessary by the Management, Heads, Process Owners, and other interested parties by theirfeedback or initiative. These amendments and revisions are governed by the procedure onthe Control of Maintained Documented Information (Document Control) through theDocument Control Request.1.4. DistributionThis Quality Manual is distributed to identify copy holders in the Quality ManualDistribution List.

THIS DOCUMENT IS CONTROLLED AND NOT TO BE REPRODUCED WITHOUT AUTHORIZATION.

QUALITYMANUAL

Document Code

QM-R10-02

Rev. No. Eff. Date Page00 11.01.17 1 of 2

DILG REGION 10 – Northern MindanaoDocument TitleDefinition of Terms

2. DEFINITION OF TERMSFor the purpose of providing a clear and common understanding of terms to be used inQuality Management System documentations, terms and definitions given in ISO9000:2015 – Fundamentals and Vocabulary, shall be applied.In addition to those given in ISO 9000:2015 – the following terms and definitionsgenerally apply to DILG Region 10’s QMS.a) DILG Central Office (DILG-CO) – refers to the main office of DILG which covers theOffice of the Secretary, Office of the Undersecretaries, Office of the AssistantSecretaries, Internal Audit Service (IAS), Bureau of Local Government Supervision(BLGS), Bureau of Local Government Development (BLGD), Office of ProjectDevelopment Services (OPDS), National Barangay Operations Office (NBOO), PlanningService (PS), Financial and Management Service (FMS), Administrative Service (AS),Public Affairs and Communications Service (PACS), Information Systems andTechnology Management Service (ISTMS), and Legal and Legislative Liaison Service(LLLS).b) Regional Office – refers to DILG Office in each of the seventeen (17) Regions – CAR,NCR, Region I, Region II, Region III, Region IVA, Region IVB, Region V, Region VI,Region VII, Region VIII, Region IX, Region X, Region XI, Region XII, Region XIII, and NIRwhich serves as the direct link to the Central Office.c) Field Office – this refers to the DILG Office in each of the lower levels of the LGUs -Provincial Office, City Office and selected Municipal Office – under the supervision ofthe Regional Office.d) Clients/Customers – refer to persons or entities outside the DILG Regional Office 10organizational structure who/which are the intended beneficiary of DILG RegionalOffice 10 Programs, Projects, Activities (PPAs) and services. In consideration of theQMS scope, this specifically refers to the Regional Offices, Field Offices, LocalGovernment Units/Officials/Employees and the general public.e) Operations Processes – refer to core processes that are directly involved in theperformance of the mandate of the DILG Regional office 10 in the provision of LGUcapacity development services, performance oversight and incentives and awardswhich are intended for its clients/customers.f) Support to Operations Processes – refer to processes needed to ensure thesatisfactory performance of the core processes delivered by the different supportservice offices – FAD, RICTU - which caters the officials, employees and/or operatingunits/offices of the DILG Regional Office 10.


QUALITYMANUAL

Document Code

QM-R10-02


DILG REGION 10 – Northern MindanaoDocument TitleDefinition of Terms

g) External Documents/References – Documents of external origin - usually from Officeof the President (OP), Civil Service Commission (CSC), Commission on Audit (COA),Department of Budget (DBM), Other National Government Agencies (NGAs), NationalGovernment Organizations (NGOs), Civil Society Organizations (CSOs), GovernmentFinancial Institutions (GFIs), Government-Owned and Controlled Corporations(GOCCs), and other Institutions - necessary for planning and operations which includeCirculars, Memorandums, Republic Acts, Executive Orders, Administrative Orders,Guidelines, Manuals, Resolutions, Orders, other Issuances, Reportorial andCompliance Forms, among others.h) Form – A document in a structured format with standardized data fields that gathersinformation as a requirement of a certain regulation or necessary in achieving desiredprocess, procedure, and/or service outputs/objectives/results that when duly filledout, are considered records.i) Major Final Output (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, andrewards and incentives.j) Top Management – this refers to the high level management which includes theRegional Director, Assistant Regional Director, Division chiefs, Province/City Directorsk) Quality Management Representative (QMR) - Is a designated member of the topmanagement, an Assistant Regional Director, who has the responsibility and authorityto ensure that adequate resources and management support are provided for theeffective implementation, sustainability, and continual improvement of the QualityManagement System (QMS).l) Deputy QMR – are the designated Division Chiefs and Provincial/City Directors whooversees the overall affairs of the QMS and reports to the QMR the performance of theQMS and any need for improvement and performs the functions of the QMR in hisabsence.m) Internal Quality Audit (IQA) – A systematic, independent, and documented processfor obtaining audit evidence and evaluating it objectively to determine compliance tointernational standard requirements for QMS.Other terms and definitions deemed applicable to a specific process or function aredefined in the specific quality procedure (QP).


QUALITYMANUAL

Document Code

QM-R10-03


DILG REGION 10 – Northern MindanaoDocument TitleOrganizational Background

3. ORGANIZATIONAL BACKGROUND

3.1 The Department of the Interior and Local Government (DILG)The Department of the Interior and Local Government is the executive departmentof the Philippine government responsible for promoting peace and order, ensuringpublic safety and strengthening local government capability aimed towards theeffective delivery of basic services to the citizenry.The main powers and functions of DILG are the following: assists the President inthe exercise of general supervision over local governments; advises the President inthe promulgation of policies, rules, regulations and other issuances on the generalsupervision over local governments and on public order and safety; establishes andprescribes rules, regulations and other issuances to implement laws on public orderand safety, general supervision over local governments and promotion of localautonomy and community empowerment, and monitors compliance thereof;formulates plans, policies and programs which will meet local emergencies arisingfrom natural and man-made disasters; establishes a system of coordination andcooperation among the citizenry, local executives and the Department, to ensureeffective and efficient delivery of basic services to the public.3.1a History and the DILG MandateThe present Department of the Interior and Local Government (DILG) traces itsroots from the Philippine Revolution of 1897. On March 22, 1897, the KatipunanGovernment established the first Department of Interior at the Tejeros Convention.A revolutionary government was also established at that time and the newgovernment elected General Emilio Aguinaldo as President and Andres Bonifacio asDirector of Interior, although Bonifacio did not assume the post. At the NAICAssembly held on April 17, 1897, President Aguinaldo appointed General PascualAlvarez as Secretary of the Interior. The Department of Interior was enshrined in theBiak-na-Bato Constitution signed on November 1, 1897. Article XV of the saidConstitution defined the powers and functions of the Department that includedstatistics, roads and bridges, agriculture, public information and posts, and publicorder.As the years of struggle for independence and self-government continued, theInterior Department became the premier office of the government tasked withvarious 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 transferredto the Office of Local Government (later renamed Local Government and Civil AffairsOffice) under the Office of the President. On January 6, 1956, President RamonMagsaysay created the Presidential Assistant on Community Development (PACD)


QUALITYMANUAL

Document Code

QM-R10-03



to implement the Philippine Community Development Program that will coordinateand integrate, on a national scale, the efforts of various governmental and civicagencies to improve the living conditions of barrio residents nationwide and makethem self-reliant.In 1972, Presidential Decree No. 1 created the Department of Local Government andCommunity Development (DLGCD) through Letter of Implementation No. 7 onNovember 1, 1972. Ten years later or in 1982, the DLGCD was reorganized andrenamed 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 LocalGovernment (DLG) by virtue of Executive Order No. 262.Again, on December 13, 1990, by virtue of Republic Act No. 6975, the DILGunderwent reorganization into what is now known as the Department of the Interiorand Local Government (DILG). The law integrated under the new DILG, thePhilippine National Police (formerly known as the Philippine Constabulary-Integrated National Police), the National Police Commission, the Bureau of FireProtection, the Bureau of Jail Management and Penology, and the Philippine PublicSafety College; and absorbed the National Action Committee on Anti-Hijacking fromthe Department of National Defense (DND).The passage of RA 6975 also paved the way for the union of the local governmentsand the police force after more than 40 years of separation. Today, the Departmentfaces a new era of meeting the challenges of local autonomy, peace and order, andpublic safety.

3.1b Vision, Mission, Goals, Objectives

DILG VisionA strongly determined and highly trusted Department committed tocapacitate and nurture local government units, public order and safetyinstitutions to sustain peaceful, progressive, and resilient communitieswhere people live happily.DILG MissionThe Department shall promote peace and order, ensure public safety, andstrengthen capability of local government units through active peopleparticipation and a professionalized corps of civil servants.DILG Goals· Develop, peaceful, safe, self-reliant and development- directedcommunities;· Improve performance of local governments in governance,administration, social and economic development and environmentalmanagement;


QUALITYMANUAL

Document Code

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· 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 andservices;· Enhance LGU capacities to improve their performance and enable themto effectively and efficiently deliver services to their constituents;· Continue to initiate policy reforms in support of local autonomy.

3.2. The DILG Regional Office 10The approval of the Rationalization Plan of the Department of the Interior and LocalGovernment – Regional Office 10 pursuant to Executive Order (EO) No. 366, gave theDILG the opportunity to reconfigure its structure and operations so that it caneffectively provide oversight over LGUs and strengthen LGU capacity forgovernance.This rationalized structure orchestrated improvements in the systems andprocesses of all units that will eventually lead to improved organizational outcomes.The approved rationalized structure and the DILG Outcome-Based Framework areshown in the following figures:


QUALITYMANUAL

Document Code

QM-R10-03



Figure 1 (DILG Regional Office 10 Approved Rationalized Structure)

Figure 2 (DILG Outcome-Based Framework)


QUALITYMANUAL

Document Code

QM-R10-03



The Quality Management System is in conjunction with the thrust of the DILG instrengthening its internal governance to improve the organization’s productivity andthe effectiveness of current systems.DILG Regional Office serves as the National Government Agency that: (i) formulatesound policies on strengthening local government capacities, exercising effectiveperformance oversight, and providing incentives and rewards to LGUs; and (ii)provide effective technical and administrative services to promote excellence in localgovernance and enhance the service delivery of its Field Offices and to the LGUs.It takes the lead in delivering the following key strategies of the Department:· Foster and sustain transparency, accountability and high level ofperformance among LGUs.· Improve LGU readiness in dealing with disasters and climate change.· Improve the business competitiveness of selected LGUs and widen people’saccess to livelihood and employment opportunities.· Improve LGU capacity to deliver basic services especially to the poor and/ormarginalized.

3.2a DILG Regional Office 10 MissionThe DILG Regional Office 10 formulates sound policies, strengthens Local Governmentcapacities and promotes excellence in local governance through capacitydevelopment, performance oversight and incentives and awards services incoordination with its regional and field offices and in collaboration with itsstakeholders.3.2b DILG Regional Office 10 Core ValuesDILG Region 1O established a set of core values that represent its policy andaspiration to develop a culture of customer satisfaction through effective and efficientservice to its clients and to continue demonstrating its commitment to strengthenlocal governance in the country.Integrity (AS INDIVIDUAL)– This is the core of every personnel in DILG manifestedthrough consistent practice of decency in behaviour, honesty in all dealings, andfairness in discernment. In a very political and dynamic organization, integrity definesDILG personnel in times of prejudice and imperfection. The integrity of DILGpersonnel is what builds credibility and trust.Commitment (AS PUBLIC SERVANT)– This is the core value towards work of everyDILG personnel. With individual integrity, commitment is that sense of responsibilitythat each personnel has towards the delivery of DILG-10’s mission and theachievement of its objectives and vision.


QUALITYMANUAL

Document Code

QM-R10-03



Teamwork (AS PART OF THE ORGANIZATION) – This is the core value imbibed inworking with others, together, as one organization. With integrity and commitment,this core value promotes cooperative and coordinated effort towards working as oneDILG. That sense of contribution, without which the Department, LG sector may notbe able to achieve its purpose of catalysing excellence in governance.Responsiveness (AS AN ORGANIZATION) – This is the core value of the organization indelivering its Programs, Projects and Activities to all its interestedparties. Responsiveness is that sense of timeliness and accuracy in delivering DILG-10’s products and services towards the satisfaction of its customers/clients and incompliance with all the relevant requirements.These values will be the core of every personnel in the organization as they demonstrate itsbrand of:

“Matino, Mahusay, at Maaasahang kagawaran para sa Mapagkalinga at Maunlad naPamahalaang Lokal.” (“Committed, Excellent, and Dependable Agency towards aCaring and Developed Local Government.”)

Matino – Sensible, accountable, committed and works with integrityMahusay – Skilful, capable, methodical, aims for excellence, mastery ofknowledge and skills.Maaasahan – Reliable, dependable and accessibleMapagkalinga – Caring, sensitive and responsive, attentiveMaunlad – Progressive, developed, matured, enhanced, evolved


QUALITYMANUAL

Document Code

QM-R10-04

Rev. No. Eff. Date Page00 11.01.17 1 of 7DILG REGION 10 – Northern Mindanao

Document TitleContext of the Organization

4. CONTEXT OF THE ORGANIZATION

4.1 Internal and External IssuesThe DILG Regional Office 10 operates under internal and external environments thatinfluence the fulfillment of its mandate and objectives. Resilient as it is, it is importantfor the Regional Office in particular and DILG in general to determine and validate itscontext to be able to consistently provide products and services that meet legal andcustomer requirements.In this regard, DILG R10 identifies the relevant internal and external issues, factorsand conditions that affect its ability to achieve planned results.DILG R10 regularly reviews and updates the issues relevant to its operations every 6months, or as needed, usually during Planning (Strategic, Operational and QMSPlanning) and Management Review.The DILG-R10’s Context Registry contains the relevant key internal and externalissues which presents a more detailed analysis of the identified list of DILG-R10issues.Relevant Documented Information:DILG R10’s Context Registry4.2 Interested PartiesDue to their effect or potential effect on DILG R10’s ability to consistently provideproducts and services that meet customer and applicable statutory and regulatoryrequirements, DILG R10 determines:a) The interested parties that are relevant to the quality management system;b) The requirements of these interested parties that are relevant to the qualitymanagement system.DILG R10 monitors and reviews information about these interested parties and theirrelevant requirements at least twice a year (during Planning and ManagementReview), and even during the review of risk registers, where necessary.DILG R10’s interested parties are as follows:

Customer / client – Regional Offices, Field Offices, LGUs, LGU Officials, Citizenry


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Document Code

QM-R10-04



Office of the President, Senate, Congress Regulatory Bodies – COA, CSC, BIR, DBM, NEDA Partners – Other Agencies Media External Providers / Suppliers Employees – Senior Executives (Assistant Directors, Directors) Middle Managers(Assistant Division Chiefs, Division Chiefs), Organic staff (tecnical andadministrative staff), Job Orders and Contract of Service Personnel Top Management – Assistant Secretaries (Asec), Undersecretaries (Usec),Secretary of the Interior and Local Government (SILG)

Relevant Documented Information:DILG R10’s Interested Parties Matrix4.3 DILG-R10 QMS ScopeDILG R10 has determined the boundaries and applicability of the requirements ofISO 9001:2015, and considered the following:a) The external and internal issues relevant to its purpose and strategicdirectionb) The requirements of relevant interested partiesc) The products and services that it provides.DILG R10 applied all the applicable requirements of this International Standard ifthey are applicable within the determined scope of its QMSThe quality management system of the DILG – R10 adopts the scope:1. Provision of:

Technical Assistance on:

Conduct of LGU Trainings CBMS Technical Assistance Fact Finding Investigation Review of Projects Technical Documents GAD Plan Formulation Implementation, M&E of Locally Funded Projects

Administrative Assistance to LGUs:

Issuance of Certificate of Incumbency


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Local Officials Civil Service Eligibility Endorsement of Confidential Funds Requests LGU Purchase of Motor Vehicle Endorsement for Full Disclosure Certificate Endorsement for Good Financial Housekeeping Certificate Endorsement for Foreign Travel Authority Certificate Barangay Officials Death Benefit Claim

Support to Regional Operations: Processing & Payment of Claims Provision of Vehicular Support Maintenance of Vehicles Management of Facilities Recruitment, Selection and Promotions Public Biddings Small Value Procurement Preparation of Annual Procurement Plan Regional Records Management Website Management ICT Technical Assistance Preparation of Fund Reports OPB Preparation

4.3a. ISO 9001:2015 Applicability to DILG R10’s QMSBased on the scope and boundaries of its processes and practices, current products,services, programs, plans and activities, the DILG-R10 QMS deems the followingrequirements not applicable to its QMS due to the specified justifications, as follows:Clause and Requirement Justification7.1.5.2 Measurementtraceability DILG-R10 does not require any equipment,especially anything that requires calibration orverification, to fulfill and deliver its services.8.5.1f - Validation andperiodic revalidation of theability to achieve plannedresults of the processes forproduction and serviceprovision, where theresulting output cannot beverified by subsequentmonitoring ormeasurement

All products / services of DILG-R10 can be checked /verified for conformity to requirements beforerelease and delivery, and through subsequentmonitoring or measurement.


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QM-R10-04



4.4. DILG-R10 Quality Management System and its processes

4.4.1 The DILG R10 establishes and documents a Quality Management System which itimplements, maintains and continually improves in accordance with the requirementsof ISO 9001:2015.The DILG R10 determines the processes needed for the quality management systemand their application throughout the organization and DILG R10:a. determines the inputs required and the outputs expected from theseprocesses;b. determines the sequence and interaction of these processes as shown in itsbusiness process map;c. determines and applies the criteria and methods needed (includingmonitoring, meaurements, ad related performance indicators) to ensurethat both the operation and control of these processes are effective;d. ensures the availability of resources and information necessary to supportthe 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 achieveplanned results;h. implements actions necessary for the continual improvement of these processesand the quality management system.Where DILG R10 chooses to outsource any process that affects product conformity torequirements, it ensures control over such processes. The type and extent of control tobe applied to these outsourced processes are defined within the quality managementsystem.NOTE: An “outsourced process” is a process that the organization needs for its qualitymanagement system and which the organization chooses to have performed by anexternal party, control of which is through the application of 8.4, as appropriate.Relevant Documented Information:QMS Planning ProcedureRisk Identification, Evaluation and Control Procedure


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4.4.1a DILG-R10’s Business Process MapBelow is the outline of the overall business process map of DILG R10 showing theinterrelation and interaction of its many processes:

Figure 4. DILG R10 Business Process Map

Operational Planand Budget

QMS Planning Risk Identification,Evaluation & Control

SPMS: Performance,Planning & Commitments

Internal/ExternalCommunication

OPERATIONS

PROVISION OF LGU TECHNICAL ASSISTANCE

Conduct of LGU Trainings CBMS Technical Assistance Fact Finding Investigation Review of Projects Technical Documents GAD Plan Formulation Implementation, M&E of Locally Funded Projects

PROVISION OF LGU ADMINISTRATIVE ASSISTANCE

Issuance of Certificate of Incumbency Local Officials Civil Service Eligibility Endorsement of Confidential Funds Requests LGU Purchase of Motor Vehicle Endorsement for Full Disclosure Certificate Endorsement for Good Financial Housekeeping Certificate Endorsement for Foreign Travel Authority Certificate Barangay Officials Death Benefit Claim

Processing & Payment of Claims Provision of Vehicular Support Maintenance of Vehicles Management of Facilities Public Biddings Small Value Procurement Preparation of Annual Procurement Plan Regional Records Management Website Management ICT Technical Assistance OPB Preparation

Control of DocumentedInformation (internal)

Control of DocumentedInformation (External)

Control of RetainedDocumented Information

SUPPORT TO REGIONAL OPERATIONS

CONTROL OF NONCONFORMING

OUTPUTS

PERFORMANCE EVALUATIONPreparation of FundReports Recruitment, Selectionand PromotionsInternal Quality Audit

Management Review

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4.4.1b Description of the DILG QMS ProcessesBased on the DILG business process map, each process within its quality managementsystem is described as follows: Management ProcessesManagement processes refer to those activities of DILG R10 managementrelating to exercising leadership and accountability such as establishing thequality policy and quality objectives through QMS planning, providingresources, determining and managing risks and opportunities, conductingmanagement reviews, and implementing internal communication withinthe QMS. Operations Processes - There are two major services covered by DILG-R10QMS as follows:1) Provision of LGU Technical and Administrative Assistance services areidentified as DILG Region 10’s Core Processes and Functions. These areusually carried out by the Office of the Regional Director, LocalGovernment Monitoring and Evaluation Division, Local GovernmentCapacity Development Division, Project Development and MonitoringUnit, DILG Provincial, City, and Municipal Offices.2) Support to Operations Processes - Support processes are those thatprovide the needed enablers to ensure the satisfactory service deliveryperformance of the core processes. These are provided primarily by theFinance and Admin Division in support to the Technical Operations ofthe LGMED, LGCDD, ORD, and PDMU among others. System Procedures: These refers to the procedures of which there is noOffice Primarily responsible (OPR) because implementation is not limited toone bureau or service only, rather system-wide in coverage, which aredeemed necessary to ensure compliance with a specific clause requirement inthe ISO 9001:2015 standard. Some of these processes were already earlierclassified as operations, support to operations, performance evaluation orimprovement processes:

Risk Identification, Evaluation and Control (Clause 6.1) Control of Documented Information (Clause 7.5.3) – Control ofMaintained Documented Information (Internal); Control of


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Maintained Documented Information (External); and Control ofRetained Documented Information Services Complaints Handling (8.2.1c) Control of Nonconforming Outputs (Clause 8.7) Process Performance Monitoring and Measurement (Clause 9.1) Customer Satisfaction Survey (Clause 9.1.2 and 9.1.3b) Correction and Corrective Action (Clause 10.2)

4.4.1c Responsibility for DILG R10’s QMS ProcessesThe responsibilities and authorities for each process, the application of appropriatecontrols and the management of risks and opportunities in the QMS follows thefollowing hierarchy: Process Owner – due to their direct control over the processes; Section and/or Division Chief – due to their direct supervisory control andmanagement over the process owners; Bureau or Service Director – due to their management control over DivisionChiefs; Asec or Usec – due to their supervision over Bureau or Service Directors; SILG – due to his overall accountability and control over Asecs and Usecs.

4.4.1d Controls over QMS ProcessesThe relevant QMS and process controls are embedded in all the procedures andsupporting documents such as risk registers to ensure that these controls are fullyimplemented by concerned process owners.Please refer to Section 8 for the description of the operation of DILG-R10’s processes.4.4.2. To the extent necessary, DILG-R10:a) Maintains documented information to support the operation of its processes;b) Retains documented information to have confidence that the processes are beingcarried out as planned.


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Document TitleLeadership

5. LEADERSHIP

5.1 Management CommitmentGuided by the DILG’s Vision and Mission and in compliance with applicable legalrequirements in fulfilling its mandate to formulate sound policies and strengthen LGUcapacities, perform oversight function and provide rewards and incentives, the DILG10’s top management commits to develop, implement and continually improve theeffectiveness of its quality management system by:a) taking accountability for the effectiveness of the quality management system;b) establishing quality policy and quality objectives compatible with the contextand strategic direction of the organization;c) ensuring the integration of the quality management system requirements intothe 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 andconforming to the quality management system requirements;g) ensuring that the quality management system achieves its intended results;h) engaging, directing and supporting persons to contribute to the effectiveness ofthe quality management system;i) promoting improvement;j) supporting other relevant management roles to demonstrate their leadershipas it applies to their areas of responsibility.The DILG 10 top management refers to the Regional Director, Assistant RegionalDirector, Provincial/City Directors and Division Chiefs.5.1.2 Client/Customer FocusThe DILG-10’s top management ensures that customer requirements are determinedand are met with the aim of enhancing customer satisfaction, which is primarily tostrengthen the capabilities of Field Offices, to promote excellence in local governance,and to attend to the needs of other clients/stakeholders. Information about customerneeds and expectations is extracted from feedback mechanisms, complaints handling,and customer satisfaction data.The DILG-10 client/customer refers to the Provincial and Field Offices, localgovernment units/officials/employees, the general public and other stakeholders.The DILG-10’s top management and Division/Unit heads demonstrates leadership andcommitment with respect to customer focus by ensuring that:


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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 servicesand the ability to enhance customer satisfaction are determined and addressed;andc) the focus on enhancing customer satisfaction is maintained.Relevant Documented Information:Services Complaint Handling ProcedureClient Satisfaction Survey Procedure

5.2 Quality Policy

Relevant Documented Information:DILG REGION 10 QUALITY POLICY5.2.1 Establishing the DILG-10 Quality PolicyThe DILG-10’s top management ensures that the quality policy:a) is appropriate to the purpose and context of the organization and supports itsstrategic direction;b) provides a framework for establishing and reviewing quality objectives;c) includes a commitment to comply with applicable requirements andd) includes commitment to continually improve the effectiveness of the qualitymanagement system.The quality policy is reviewed during Management Reviews to ensure its continuingsuitability in relation to the organization’s vision, mission, strategic thrusts anddirections.5.2.2 Communicating the DILG-10 Quality PolicyThe DilG-10’s top management together with the Provincial/City Directors and DivisionChiefs ensure that the DILG-10 Quality Policy is communicated and understood withinthe organization. The DILG-10 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 RICTU is responsible for ensuring that the DILG-10 Quality Policy is posted in DILG10’s website. The RIO ensures that the DILG-10 Quality Policy is part of the layout of the


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DILG 10 newsletter. The QMS Secretariat is responsible for posting the DILG-10 QualityPolicy in conspicuous places in the DILG 10 premises and for developing other materialsto communicate the Quality Policy, as deemed appropriate. The Finance andAdministrative Division ensures that all employees are oriented and aware of the DILG-10 Quality Policy in coordination with the QMS Secretariat.Relevant Documented Information:DILG REGION 10 QUALITY POLICY5.3 Organizational roles, responsibilities and authoritiesThe DILG-10’s top management ensures that responsibilities and authorities in theDepartment are defined and communicated for effective delivery of its services. TheDILG-10’s Organizational Structure manual is developed to clearly show the levels ofauthority, lines of coordination and divisions of tasks of the different operating unitswithin the order, to attain organizational goals. Likewise, the QMS OrganizationalStructure is defined to enable the effective implementation of its QMS showing thedifferent bureaus and services responsible for establishing, implementing,maintaining and continually improving the DILG-10’s quality management system toattain the quality objectives consistent with the quality policy.5.3a DILG Region 10 QMS Organizational Structure

Figure 5: The DILG REGION 10 QMS Structure

TOP MANAGEMENT

QMR

DQMR

DIVISION, UNIT,FIELD UNIT DQMRs

MANAGEMENTREVIEW COMMITEE

QMS SECRETARIATQMS COMMITTEES

LGMED ORD LGCDD FAD FIELD OFFICE

PROCESS OWNERS


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The QMS structure is composed of the following:DILG-10 Top Management - This refers to the high level management which includesthe Regional Director, Provincial and City Directors and Division Chiefs. The followingresponsibilities and authorities are assigned accordingly:Responsibility: Assigned to:a) ensuring that the quality management systemconforms to the requirements of ISO 9001:2015by appointing a Quality ManagementRepresentativeTop Management

b) ensuring that processes are delivering theirintended outputs; Process owners, Division Chiefsand Deputy Quality ManagementRepresentativesc) reporting on the performance of the qualitymanagement system and opportunities forimprovement, in particular to top management QMS Secretariat, Internal QualityAudit Team, Deputy QMRs, QMRd) ensuring the promotion of customer focusthroughout the organization Division Chiefs and DQMRe) ensuring that the integrity of the qualitymanagement system is maintained when changesto the quality management system are plannedand implemented.Division Chiefs. DQMR, QMR

DILG-CO Quality Management Representative (QMR) - The DILG Secretary designatedthe Undersecretary for Operations as the Quality Management Representative whoseresponsibilities and authorities are to: Ensure that processes needed for DILG Region 10’s quality management systemare established, implemented and maintained to ensure that the QMS conformsto requirements of ISO 9001:2015; Report to DILG Region 10’s top management on the performance of the qualitymanagement system and any opportunity for improvement; Promote customer focus and awareness to client requirements throughout theDILG Region 10; Ensure that the integrity of the QMS is maintained when changes to the QMS areplanned and implemented;


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Coordinate / communicate with external parties on matters relating to QMS andISO certification.DILG-CO Deputy QMR - The Assistant Regional Director is designated as the DILGRegion 10 Deputy QMR. The Deputy QMR oversees the overall affairs of the QMS andreports to the QMR the performance of the QMS and any need for improvement, andperforms the functions of the QMR in his absence.DILG-CO Quality Management Review Committee - The DILG Region 10 ManagementReview Committee is composed of the following: Assistant Regional Director Provincial Directors Division ChiefsDivision/Field Office Deputy QMR - The Division and Field Office Representativescovered by the scope of the QMS are designated as Division/Field Office Deputy QMRwho serves as Deputy QMR in their respective Division/Field responsible for ensuringeffective implementation and continual improvement of their respective QMS andreporting its performance to the DILG Region 10 Deputy QMR.DILG-CO Risk Review Committee – The Risk Review Committee ensures that theorganization identifies, evaluates and controls risks. This committee facilitates thedevelopment of a Risk Control Plan (RCP) and Opportunities Management Plan (OMP)and evaluates the effectiveness of actions taken. The committee is led by the PlanningService with the Deputy QMRs of the different Bureaus and Services and representativesfrom the different operating units including the Project Management Offices.QMS Secretariat - Under the supervision of the Deputy QMR: Plans and executes activities and next steps in relation to QMS; Provides technical assistance to the DILG Region 10 Field Office/Division onthe areas of QMS development, implementation, and performancemeasurement; Studies/reviews QMS outputs and endorse acceptance of these outputs to theDeputy QMR and/or QMR as applicable per QMS DocumentationResponsibility Matrix; Closely works with the Training and Education Committee for the design ofthe QMS training and education program, preparation of training/activitydocuments requirements and provision of secretariat services during theconduct of the training/activity; Ensures that major agreements/highlights/decision points before, during,and after the QMS training/activity and Management Reviews are


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documented and submitted to the QMR through the Deputy QMR and to allconcerned personnel; Conducts QMS trainings and other capacity development activities topromote awareness and understanding of QMS principles and requirementsand to develop knowledge and skills of its application or implementation,sustainability and continual improvement. Studies and equips themselves with knowledge, Skills, Attributes (KSA) onQMS as they will serve as facilitators in the conduct of QMStraining/activities; and Performs other tasks as may be assigned by the Deputy QMR/QMR.Document and Records Control Committee - The Document and Records ControlCommittee ensures that changes and the current revision status of documents areidentified, the unintended use of obsolete documents is prevented, and records arecontrolled through established means for identification, storage protection, retrieval,and disposition. Central Document Controller – The Chief of the Management Division who isultimately responsible to carry-out specified QMS Document controls in theDILG Central Office. Central Records Controller - The Chief of the Record Section, General ServicesDivision who is responsible for ensuring the DILG-CO compliance with theNational Archives of the Philippines Act of 2007 and who plays a lead role inthe management, generation, collection, filing/storage, protection, retrieval,retention, and disposition of records. Process Owners – The person who has the highest number of and/orimmense activities/steps in the process, or who has the widespreadresponsibility thereby being accountable for its performance with theauthority and ability to initiate necessary changes. They are usually thesignatories under “prepared by” section of the approved Quality Procedure.Internal Quality Audit (IQA) Committee - The IQA Committee conducts quality audits atplanned intervals and verifies the corrective/preventive actions taken on audit findings.

Quality Workplace Committee - The Quality Workplace Committee plans andcoordinates the implementation of the 5S Program. Selected personnel from thePersonnel Division and General Services Division, and one (1) personnel from each ofthe Division and concerned Top Management Offices are the members of thiscommittee.


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Document Code

QM-R10-06


Document TitlePLANNING

6. PLANNING

6.1. Actions to address risks and opportunities

6.1.1 DILG-R10 considers its internal and external issues and the requirements, needs andexpectations of its interested parties and determines the risks and opportunities that need tobe addressed to:a) give assurance that the quality management system can achieve its intended result;b) enhance desirable effects;c) prevent, or reduce, undesired effects; andd) achieve improvement.DILG-R10 implements Risk, Identification and Evaluation Control Procedure. Risk ControlPlans and Opportunity Management Plans are prepared, implemented, and updated toaddress risks and opportunities. Effectiveness of the actions taken to address risks andopportunities are being discussed for appropriate action during the Management Review.Relevant Documented Information:Risk Identification, Evaluation and Control ProcedureDILG-R10 Risk RegisterRisk Control Plans

6.1.2 Quality Objectives and planning to achieve them

6.2.1 The DILG R10’s top management ensures that quality objectives are established at allrelevant functions and levels within the organization that are: consistent with the qualitypolicy; measurable; take into account applicable requirements; relevant to conformity ofproducts and services and to enhancement of customer satisfaction; monitored;communicated; and updated as appropriate.6.2.2 The DILG-R10 maintains the following documented information on quality objectives:Quality Objectives (QO) for the process level objectives submitted by the different OperatingBureaus and Services and approved by the Deputy QMR; and Performance CommitmentReports for the PPA-based and functional objectives (Office PCR (OPCR), Division PCR (DPCR),and Individual PCR (IPCR). To achieve these objectives, the organization determines: whatwill be done; what resources will be required; who will be responsible; when it will becompleted; and how the results will be evaluated.


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Document Code

QM-R10-06


Document TitlePLANNING

6.2.2a Quality management system planningThe DILG-R10’s top management ensures that the planning of the QMS is carried out in orderto meet the requirements as well as the quality objectives, and the integrity of the QMS ismaintained when changes are planned and implemented.The planning in DILG-R10 is done in a two-tiered process. First tier planning impacts theachievement of the strategic direction and Major Final Output (MFO) through strategicplanning and operationalizing the strategic plan annually, with reference to the performanceindicators set in the annual General Appropriations Act. Operations Plan and Budget (OPB)and Performance Commitment Reports (OPCR, DPCR, and IPCR) are prepared by theOperating Units. The DILG-R10’s QMS planning is carried out in the second tier planningwhich directly impacts the Quality policy supported by the Quality Objectives for eachrelevant functions and processes of the QMS.

Relevant Documented Information:Quality Monitoring and EvaluationQuality ObjectivesOperational Planning and Budgeting ProcedureQMS Planning Procedure6.3 Planning of changesFor changes to the quality management system, the changes is carried out in a plannedmanner, such that DILG R10 considers the:a) purpose of the changes and their potential consequences;b) integrity of the quality management system;c) availability of resources; andd) allocation or reallocation of responsibilities and authorities.Planning of changes are considered during QMS Planning and Management Review.


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Document Code

QM-R10-07


Document TitleSupport

7. SUPPORT

7.1 Resources

7.1.1. GeneralDILG R10’s top management ensures that necessary resources are provided for thedevelopment, effective implementation, maintenance and continual improvement of the QMSprocesses. Operations Plan and Budget (OPB) are prepared to enable the implementation ofplans and programs and the attainment of performance targets through the OPCR (OfficePerformance Commitment and Review, considering: a) the capabilities of, and constraints on,existing internal 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 andconcerns relevant to the capabilities of, and constraints on, existing internal resources thataffects the effective implementation of the QMS. QAPs are prepared during QMS Planning andany time in the course of QMS implementation. Procurement requirements are determinedthrough the preparation of the Annual Procurement Plan and Project/ProcurementManagement Plan (PPMP).Sufficient planning through activity/training design is prepared and approved for specificactivities that have budget requirements.Relevant Documented Information:Budget Preparation ProcedureOperational, Planning and Budgeting ProcedureOperations Plan and Budget (OPB)SPMS: Performance Planning and Commitment Procedure(OPCR, DPCR, IPCR)QMS Planning ProcedureQuality Action PlanProcessing of Claims ProcedureFacilitation of Fund Transfer of Performance Challenge Fund (PCF) ProcedureCertification of Availability of Allotment ProcedureCash Advance and Liquidation ProcedureCashiering Services ProcedurePreparation of Activity Design ProcedurePreparation of Annual Procurement Plan ProcedureAnnual Procurement Plan (APP)Project Procurement Management Plan (PPMP)7.1.2. PeopleDILG R10 determines and provides the persons necessary for the effective implementation ofits quality management system and for the operation and control of its processes.


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Personnel Division and concerned Selection Boards ensure that personnel performing workaffecting conformity to service requirements are competent on the basis of appropriatequalifications standards i.e. education, training, experience, and eligibility, and competency i.e.knowledge, skills, and attributes as defined in the Position Description and Qualification (PDQ).The process for recruitment, selection and promotion is defined in a documented procedurecompliant with Civil Service rules and regulations. Recruitment is done with the involvementof the concerned Bureau/Service coursed through sub-selection and central selection boards.Relevant Documented Information:Recruitment, Selection and Promotion for 1st and 2nd Level PositionsProcedurePosition Description and Qualification (PDQ)Maintenance and Updating of Human Resource Database ProcedurePersonnel Data Sheet (PDS)7.1.3. InfrastructureDILG R10 determines, provides and maintains the infrastructure necessary for the operation ofits processes and to achieve conformity of products and services. Under AdministrativeServices, suitable infrastructure is provided and maintained to address DILG-R10’s servicerequirements. This includes office facilities, workspaces, equipment, hardware and software,and service vehicles.The maintenance of the building and common utilities such as central air-conditioning andelevators are jointly carried out by DILG-R10 and National Police Commission(NaPolCom). Janitorial and pest control services are outsourced through the General ServicesDivision of the Administrative Service. The Heads of the different operating units areresponsible for identifying the need and requirements for their respective office spaces such asnecessary repairs, installation, and/or any layout modifications of which requests aresubmitted to the administrative service through the Auxiliary section of the General ServicesDivision.Preventive and corrective maintenance are carried out for service vehicles to ensure safety ofpersonnel.With regard to information and communication technology (ICT) infrastructure, the DILG-R10implements an Agency-wide Information Systems Strategic Plan (ISSP) starting in 2016 toestablish local area network, wide area network and IP telephony and enhance operational“housekeeping“ application systems and roll-out to operating units, among others. At themoment, the DILG-R10 has an existing leased line connection managed by the InformationSystems and Technology Management Service (ISTMS) and used for hosting DILG Website thatcaters the web-posting requirements of the organization in general and the concernedBureaus/Services/Offices within the QMS scope in particular. Under ISTMS, DILG R10’s ICTprovides the needed technical support services to all offices of DILG.


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Relevant Documented Information:Provision of Vehicular Support Service ProcedureMaintenance of Vehicles ProcedureManagement of DILG-R10 Facilities ProcedureInventory of Fixed Assets, SMEDisposal of Unserviceable PropertiesProvision of Technical Assistance on ICT Resources ProcedureBackup and Restoration of DILG Database ProcedureNetwork Administration and Maintenance ProcedureWebsite Management ProcedureSystem Development, Administration and MaintenanceDILG Information Systems Strategic Plan (ISSP)7.1.4. Environment for the operation of processesDILG R10 determines, provides and maintains the suitable environment necessary for theoperation of its processes and to achieve conformity of products and services. A suitableenvironment includes programs and activities dealing with the combination of human andphysical factors (social, psychological and physical).The DILG-Central Office manages the work environment needed to achieve conformity toservice requirements by providing Programs/Projects/Activities (PPAs) which includes thefollowing:a) Related to physical factors:· Implementation of a 5S Program led by the QMS Workplace Team· Auxiliary services· Security services· Janitorial services· Pest control servicesb) Related to psychosocial factors:· Employee Health and Welfare Program. Medical Clinic Services· Program on Awards and Incentives for Service Excellence (PRAISE)· Performance Rewarding and Development Planning· Leave Administration· Implementation of Gender and Development (GAD)· Program for the Senior Citizens and Differently-Abled Persons7.1.5. Monitoring and measuring resources (exclusion)This clause is excluded from the QMS because DILG-R10 does not require any monitoring andmeasuring resources (equipment) to fulfill and deliver its services.


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7.1.6. Organizational knowledgeDILG R10 determines the knowledge necessary for the operation of its processes and toachieve conformity of products and services. This knowledge include those gained from orenhanced through:a) Internal sources (e.g. training and capacity development; scholarship; experiencethrough implementation of programs/projects/activities (PPAs) including the lessonslearned and best practices; results of process performance and/or improvements; andinternal communication;b) External sources (e.g. standards; academia; conferences; knowledge or feedbackfrom customers/external providers).Personnel who attended short (minimum of three days) and long training courses/conferencesor scholarship grants prepares and submits Post Activity Summary Report to capture theknowledge gained. Likewise, for every completion of a Program or Project, the concernedOffice Primarily Responsible (OPR) prepares a Program/Project Completion Report (PCR tocapture the accomplishment and lessons learned in the implementation.The Public Affairs and Communications Service (PACS) also provide Photo and Video services,Production of IEC Materials and Press Releases to capture organizational knowledge.All the knowledge products are maintained, shared and made available to the extent necessaryto concerned personnel through various means, including the provision of Library Services,Records Management services, and through the use electronic and media.For local governance, the Department through its Local Government Academy, maintains andoperates knowledge management through the Local Governance Resource Center (LGRC). Todate, there are now 18 LGRCs (1 National LGRC in LGA and 17 Regional LGRRCs) servicing allthe LGUs and their multi-stakeholders.When addressing changing needs and trends, DILG R10 considers its current knowledge anddetermines how to acquire or access any necessary additional knowledge and requiredupdates from internal and external sources aforementioned.Relevant Documented Information:Provision of Library Services Procedure

Preparation of Post Activity Summary Report (PAST)Preparation of Re-entry Action Plan (REAP) or Commitment Action Plan (CAP)Preparation of Program/Project Completion Report (PCR)Regional Records Management ProcedurePress Release Production ProcedureProvision of Photo/Video ServicesProduction of IEC materialsOutside Trainings, Seminars, Conferences


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7.2 Competence (HR Trainings)To ensure the effective implementation and maintenance of its QMS and processes, the DILGR10: a) determines the necessary competence of person(s) doing work under its controlthat affects the performance and effectiveness of the quality management system;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, andevaluate the effectiveness of the actions taken;d) retains appropriate documented information as evidence of competence.The DILG R10 Competency Framework and Dictionary Manual serves as a reference tool forthe competency requirements of DILG Personnel. Every plantilla position in DILG-R10 has aPosition Description and Qualification (PDQ) which serves as the reference document for thedescription, qualification standards and competency requirements of the position.The Human Resource Management Division (HRMD), Administrative Service identifies learningand development intervention needs from the results of the Training Needs Analysis (TNA)and from the Individual Development Plan (IDP), Professional Development Plan (PDP), andIDP for Division Chiefs and Executive Managerial Position in the 2nd Level.The 3-Year HRD Plan is prepared, implemented and monitored. Adjustments to the HRD Planare made through the annual Learning and Development Plan.Applicable actions to address the competency requirements/gaps include the provision oftraining to, the mentoring / coaching of, or the re- assignment of currently employed persons;or the hiring or contracting of competentpersons.The HRMD takes the lead in implementing the full cycle of the learning and developmentprocess to include conduct and management of Learning and Development Interventionswhich are generic in nature (those targeting generic core, leadership and function-basedcompetencies) while function-based LDI will be conducted and managed by the concernedoffice/s.DILG-R10 ensures that its personnel are aware of the relevance and importance of theiractivities and how they contribute to the achievement of its quality objectives.Appropriate records of education, training, skills and experience are maintained by relevantpersonnel.


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Relevant Documented Information:Learning and Development ProcedureTNA ResultsHRD PlanLearning and Development PlanManagement of Scholarship/Training Grants ProcedureMonitoring the Implementation of SPMS ProcedureSPMS: Performance Rewarding and Development PlanningIndividual Development Plan (IDP)Professional Development Plan (PDP)IDP for Division Chiefs and Executive Managerial Positions in the 2nd LevelDILG-R10 Competency Framework and Dictionary ManualPosition Description and Qualification (PDQs)7.3 AwarenessDILG R10 ensures that 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 quality management system,including the benefits of improved performance;d) the implications of not conforming with the quality management systemrequirements.The different Bureau and Service Directors, together with the Division and Section Chiefs, areresponsible for ensuring that their respective personnel are aware of the above QMSinformation.For new employees and personnel, including Job Order (JO) personnel, the HRMD ensures thatappropriate orientation is given to these personnel.7.4 CommunicationCommunication is crucial in any organization. It’s the glue that keeps everyone together. Inthis regard, DILG R10 considers it as an important mechanism in ensuring effective andefficient delivery of its services to its clients such as in deploying policies for the guidance of allpersonnel, monitoring and feedback on performance against objectives, and other issuesneeding awareness across DILG R10. In this regard, DILG R10 determines the internal andexternal communications relevant to its quality management system, including:a) on what it will communicate;b) when to communicate;c) with whom to communicate;d) how to communicate; ande) who communicates.


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The Communication Information Committee and the Office of the Regional Director take thelead in developing, implementing and improving the external and internal communication ofDILG-R10.DILG-R10’s top management and Bureau/Service Heads ensure that internal communication isimplemented regarding the effectiveness of its QMS. This includes the appropriatecommunication of the quality policy, operating procedures and quality objectives. Concernedoperating units carry out performance monitoring and measurement to monitor, evaluate andreport their respective QMS performance results.The DILG-R10 Quality Policy is posted in the DILG website and incorporated in the DILGInsider, a newsletter disseminated to all employees of Central and Regional Offices. The DILG-R10 Quality Policy is also included in the DILG-R10 Organizational Structure Manual. It is alsoposted in strategic places in the DILG-R10 Offices. Newly hired employees are providedorientation on DILG-R10’s Quality Management System. News/articles about QualityManagement System are posted as Press Releases in the website, other social media accountsof the DILG-R10, and in the premises of the offices.Relevant Documented Information:DILG R10 Internal Communication PlanDILG-R10 External Communication PlanProgram/Project Communication PlanPress Release ProcedurePosting of Information on the DILG Website ProcedureConduct of Press Conferences Procedure7.5 Documented Information

7.5.1 GeneralDILG R10’s quality management system include documented information required byISO9001:2015 and those determined by the organization as necessary for the effectiveness ofthe quality management system.DILG-R10 establishes and documents its quality management system following adocumentation structure to ensure effective planning, operations, and control of all itsprocesses.This QMS documentation structure enables a cohesive and systematic functioning of the QMSguided with the description of the levels and types of documents as follows: Level 1 – contains policy directions and goals of DILG-R10. This includes the Qualitypolicy, quality objectives and quality manual.Quality Policy: The overall direction of the organization in relation to Quality.


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Quality Objectives: Something sought to be achieved in relation to the quality policy.Quality Manual: A document specifying operating policies, scope and exclusions andother relevant information about the Quality Management System Level 2 – contains the procedures to implement the various processes of the QMSwhich include the six mandatory procedures, operating procedures and the systemicprocedures.Procedure – A document describing a specified way to implement a process. Thereare two types of procedures:System Procedures (SP): refer to the procedures which do not have an Office PrimarilyResponsible (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 supportscompliance of a specific clause requirement in ISO 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. Theseprocedures are classified as core or support.Level 3 – refer to support documentations needed for the effective implementationof Levels 1 and 2 documents which include guidelines, work instructions, forms, jobdescriptions, plans, references and other types of documents. Quality recordswhich provide evidences of implementation and effectiveness of the QMS alsobelong to level 3.QMS Operations Manuals are compiled for each division and bureau/service whichincludes relevant procedures, forms, references and other documents needed bythe bureau or service.

7.5.2 Creating and updatingWhen creating and updating documented information, DILG R10 ensures appropriate:a) Identification 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.Concerned process owner identifies the need for creating and updating documentedinformation through the Document Control Request (DCR) Form, with attached document forcreation or updating, both signed by the authorized signatories. DILG-R10 follows thefollowing QMS Documentation Responsibility Matrix:


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Type of Documents Initiator / Prepared by ReviewingAuthority

ApprovingAuthority

Level 1

Quality Manual QMS Secretariat Deputy QMR QMROrganizational QualityObjectives QMS Secretariat Deputy QMR QMR

Functional QualityObjectives Process Owner/ DivisionChief Bureau/ServiceDirector Deputy QMRQuality Policy QMS Secretariat Deputy QMR QMR

Level 2

Operating Procedures Process Owner andDivision Chief Bureau /ServiceDirector Deputy QMRSystem Procedures QMS Secretariat/*IQAHead Deputy QMR QMR

Level 3 - SupportingDocumentsWork Instructions Process Owner Division Chief Bureau /ServiceDirectorForms Process Owner Division Chief Bureau /ServiceDirectorOther SupportingDocuments Process Owner Division Chief Bureau /ServiceDirector* IQA Head as Initiator for the Internal Quality Audit ProcedureNote: Identified signatories as initiator, reviewing authority, and approving authority are as specifiedor any higher positions/designations).


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For Document Code, DILG-R10 follows the following DILG-R10 QMS Document Coding Scheme:Document Type Document Code Format Sample Document

CodeQuality Manual (QM) QM-Section No. QM-04 (Section 4 ofthe QM)· Quality Procedures (QP) QP-*Bureau/Service-DivisionAcronym-Series QP-AS-PD-01· Quality Objectives (QO) QO-QP Code QO-QP-AS-PD-01

· Quality Action Plan (QAP) QAP-QP Code QAP-QP-AS-PD-01· Quality Objectives Monitoring andEvaluation (QME) QME-QP Code QME-QP-AS-PD-01

· System Procedures (SP) SP-Series SP-01· Form (FM) FM-QP Code-Series

FM-SP Code-Series FM-QP-AS-PD-01-01FM-SP-08-01Note: Only Standard Forms internally generated by DILG Central Office shall be coded. Codes used forStandard Forms issued by NAP, DBM, COA, CSC, GPPB and other statutory and/or regulatory bodiesshall be adopted.* For Quality Procedures of Bureaus/Services that do not have specific Division responsible, QP codewill be QP-Bureau/Service Acronym-Series.Series in the QP code and Operations Manual code refer to the assigned number in the list of the QMSdocumentations provided by the QMS Secretariat.

7.5.3 Control of documented informationDILG-R10 implements control both for its maintained and retained documented information.7.5.3.1 Documented information required by the DILG-R10 quality management system andby ISO 9001:2015 are controlled to ensure:a) it is available and suitable for use, where and when it is needed;b) it is adequately protected (e.g. from loss of confidentiality, improper use, or loss ofintegrity).


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Document Code

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7.5.3.2 For the control of documented information, DILG R10 addresses the followingactivities, both for the internally and externally generated documented information, asapplicable:a) Distribution, access, retrieval and use;b) Storage and preservation, including preservation of legibility;c) Control of changes (e.g. version control);d) Retention and disposition.The Control of Maintained Internal Documented Information Procedure manages and controlsthe creation, revision, distribution and deletion of internal documents and recall of obsoletecopies.Documented information of external origin determined by the organization to be necessary forthe planning and operation of the quality management system shall be identified asappropriate, and be controlled. The Control of Maintained External Documented InformationProcedure defines the controls for the acquisition, distribution and recall of obsolete externaldocuments.Records or documented information retained as evidence of conformity are protected fromunintended alterations. The Control of Retained Documented Information Procedure ensuresthat QMS records are appropriately identified, managed, controlled and maintained.NOTE: Access can imply a decision regarding the permission to view the documentedinformation only, or the permission and authority to view and change the documentedinformation.Relevant Documented Information:Control of Maintained Internal Documented InformationMaster List of Internal DocumentsControl of Maintained External Documented InformationMaster List of External DocumentsControl of Retained Documented InformationMaster List of Records


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Document Code

QM-R10-08


DILG REGION 10 – Northern MindanaoDocument TitleOperation

8. OPERATION

8.1 Operational planning and controlDILG R10 plans, implements and controls the processes needed to meet the requirements forthe provision of products and services, and to implement the actions determined duringPlanning, by:a) determining the requirements for the products and services;b) establishing criteria for the processes and the acceptance of products and services;c) determining the resources needed to achieve conformity to the product and servicerequirements;d) implementing control of the processes in accordance with the criteria;e) determining, maintaining and retaining documented information to the extent necessaryto have confidence that the processes have been carried out as planned; andf) to demonstrate the conformity of products and services to their requirements.The output of this planning is suitable for DILG R10’s operations and referred to as Operations,Plans, and Budget (OPB) and Office Performance Commitment and Review Report (OPCR). TheOPB is prepared annually, however, adjustments or re-alignments are allowed for the secondsemester. The OPCR is prepared, reviewed and approved every semester.DILG R10 controls planned changes and review the consequences of unintended changes,taking action to mitigate any adverse effects, as necessary. It ensures that outsourcedprocesses are controlled.DILG R10 plans and develops the processes needed for the realization of its three majorservices as follows:Provision of:a.) technical and administrative assistance;b.) oversight functionc.) rewards and incentives servicesRelevant Documented Information:Operations Planning and BudgetingSPMS: Performance Planning and Commitment Procedure8.2 Requirements for products and services

8.2.1 Customer communicationDILG-R10 utilizes appropriate channels to communicate with clients regarding the following:a) products and services being provided by DILG-R10;


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b) questions/enquiries, contracts or orders, including changes;c) feedback, including customer complaints;d) handling or controlling customer property;e) establishing specific requirements for contingency actions, when relevantSuch channels include, but are not limited to the following:· Citizens’ Charter· Website information· Memos, letters and requests· Email Service and SMS· Customer satisfaction survey/Feedbackform· Orientations and fora· Focus Group Discussion and meetings with other stakeholders· Implementation of Freedom of Information BillRelevant Documented Information:Services Complaint Handling ProcedureExternal Client Satisfaction Survey Procedure8.2.2 Determining the requirements for products and servicesWhen determining the requirements for the products and services to be offered to customers,DILG R10 ensures that:a) The requirements for the products and services are defined, including:1) any applicable statutory and regulatory requirements; and2) those considered necessary by the organization;b) It can meet the claims for the products and services it offers.8.2.3 Review of the requirements for products and services

8.2.3.1 DILG R10 ensures that it has the ability to meet the requirements for products andservices to be offered to customers, including:a) requirements specified by the customer, including the requirements for deliveryand post- delivery activities;b) requirements not stated by the customer, but necessary for the specified orintended use, when known;c) requirements specified by the organization;d) statutory and regulatory requirements applicable to the products and services; ande) requirements differing from those previously expressed which must be resolved, ifany.Client’s requirements are confirmed by relevant divisions and sections beforeacceptance. Records (retained documented information) include the results of the review andany new requirements for the products and services.


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8.2.2.4 Changes to requirements for products and servicesDILG R10 ensures that relevant documented information is amended, and that relevantpersons are made aware of the changed requirements, when the requirements for productsand services are changed.8.3 Design and Development of Training, and Mentoring

8.3.1 GeneralDILG R10 implements policies to support its operations, plans and programs. These policiesare referred to as Memorandum Circular (MCs), Joint Memorandum Circulars (JMCs) or otherrelevant document title. Likewise, the divisions of DILG R10 develop, provide/rollout trainingand mentoring program to ensure that these programs are responsive to the needs of its clients(the Provincial and Field Offices, and the LGUs). Training Program Design and MentoringProgram Design Procedures are carried out through the controls specified under the designand development requirement of ISO 9001:2015 to ensure the subsequent provision of qualityproducts and services to its clients.Relevant Documented Information:Training Program Design ProcedureMentoring Program Design Procedure8.3.2 Training Program Design, and Mentoring Program Design ControlsDILG R10 apply controls to the training and mentoring program design processes to ensurethat: a) the results to be achieved are defined;b) reviews are conducted to evaluate the ability of the results of design anddevelopment to meet requirements;c) verification activities are conducted to ensure that the design and developmentoutputs meet the input requirements;d) validation activities are conducted to ensure that the resulting products andservices meet the requirements for the specified application or intended use;e) any necessary actions are taken on problems determined during the reviews, orverification and validation activities; andf) documented information of these activities are retained.8.3.5 Training Program Design, and Mentoring Program Design outputsDILG R10 ensures that training and mentoring program design outputs:a) meet the input requirements;b) are adequate for the subsequent processes for the provision of DILG services;


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c) include or reference monitoring and measuring requirements, as appropriate, andacceptance criteria, where appropriate; andd) specify the characteristics of the products and services that are essential for theirintended purpose and their safe and proper provision.Relevant documented information on training and mentoring program design are retained.8.3.6 Training Program Design, and Mentoring Program Design changesThe concerned Office identify, review and control changes made during or subsequent to thetraining and mentoring program design to the extent necessary to ensure that there is noadverse impact on conformity to requirements.The concerned Office retain documented information on:a) training and mentoring program design changes;b) the results of reviews;c) the authorization of the changes; andd) the actions taken to prevent adverse impacts.Relevant Documented Information:Training Program Design ProcedureMentoring Program Design Procedure8.4 Control of externally provided processes, products and services

8.4.1 General – Procurement ProcessDILG R10 ensures that externally provided processes, products and services conform torequirements (specifications) and complies with the Procurement Law (RA 9184, itsimplementing rules and regulations) and COA’s audit rules and regulations. It determines thecontrols to be applied to externally provided processes, products and services relevant to itsproducts and services. For planning purposes, an Annual Procurement Plan (APP) and ProjectProcurement Management Plan (PPMP) are prepared, reviewed, and approved which serves asauthority document for DILG R10’s procurement activities.DILG-R10, through the General Services Section, evaluates and selects external providers(suppliers) based on their ability to supply / provide processes, products and services inaccordance with specifications. Relevant criteria for the evaluation, selection, monitoring ofperformance and re-evaluation of external providers were determined and applied based ontheir ability to provide processes or products and services in accordance withrequirements. Also, as part of the requirement, external providers (suppliers), with intentionto transact business with DILG, shall be duly registered as eligible suppliers.


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Appropriate documented information of these activities and any necessary actions arising fromthe evaluations are retained.8.4.2 Type and extent of controlDILG R10 ensures that externally provided processes, products and services do not adverselyaffect the organization’s ability to consistently deliver conforming products and services to itscustomers and:a) ensures that externally provided processes remain within the control of itsquality management system;b) defines both the controls that it intends to apply to an external provider and those itintends to apply to the resulting output;c) takes into consideration:1) the potential impact of the externally provided processes, products and serviceson the organization’s ability to consistently meet customer and applicable statutoryand regulatory requirements; and2) the effectiveness of the controls applied by the external provider;d) determines the verification, or other activities, necessary to ensure that theexternally provided processes, products and services meet requirements. Purchasedproducts/services are subject to inspection by Inspectorate Team prior to acceptance bythe concerned designated supply officer.8.4.3 Information for external providersDILG R10 ensures the adequacy of requirements prior to their communication to externalproviders 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 dulyreviewed and approved. These forms describe the process, products or services to bepurchased including, where appropriate, and thus communicates to external providers itsrequirements for:a) the processes, products and services to be provided;b) the approval of:1) products and services;2) methods, processes and equipment; and3) the release of products and services;c) competence, including any required qualification of persons;d) the external providers’ interactions with DILG R10 and its personnel;e) control and monitoring of the external providers’ performance to be applied bythe organization; andf) verification or validation activities that the organization, or its customer, intendsto perform at the external providers’ premises.The DILG-R10 through the General Services Section, and the Bids and Awards Committeeensures the adequacy of the purchasing/procurement information prior to communication tothe external provider / supplier.


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QM-R10-08



Relevant Documented Information:Procurement Thru Public Bidding for Goods and Services ProcedureProcurement Process Thru Negotiated Procurement (Small Value Procurement)ProcedureProcurement Process thru Direct Contracting ProcedureProcurement of Commonly-used Supplies and Equipment Thru PS-DBM ProcedureProcurement Process Thru Shopping ProcedureEvaluation of Supplier/Service Provider's Performance ProcedureInspection, Acceptance, and Issuance of Deliveries ProcedureAnnual Procurement PlanProject Procurement Management PlanRegistry of Suppliers8.5. Operation and Service provision

8.5.1 Control of operation and service provisionDILG R10 implements operation and service provision under controlled conditions. Controlledconditions include, as applicable:a) the availability of documented information that defines:1) the characteristics of the services to be provided, or the activities to beperformed; and2) the results to be achieved;b) the availability and use of suitable monitoring and measuring resources, whereneeded;c) the implementation of monitoring and measurement activities at appropriate stagesto verify that criteria for control of processes or outputs, and acceptance criteria forservices, 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.f) (Note: 8.5.1f of ISO 9001:2015 is not applicable because all resulting outputs andservices of DILG R10 and its divisions and sections resulting output can be verified bysubsequent monitoring or measurement;g) the implementation of actions to prevent human error; andh) the implementation of release, delivery and post-delivery activities.Relevant Documented Information:Provision of Training to LGMED/LGCDD/FAD/ORD/Field Operating Units-managed PPAsProcedure (all divisions)


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Provision of Coaching Assistance ProcedureProvision of Mentoring Assistance Procedure – LGCDDProvision of Technical Assistance on Community-Based Monitoring System (CBMS) Procedure- LGCDDRendition of Legal Opinion Procedure – ORD LegalProvision of Public Assistance and Complaints Handling Services Procedure - ORDConduct of Fact Finding/Investigation Procedure – ORD LegalIssuance of Certificate of Appearance Procedure/No Pending Administrative Case – PersonnelEndorsement of Foreign Travel of Local Government Officials and Employees Procedure -LGMEDEndorsement of Full Disclosure Policy (FDP) Compliance Certificate Procedure - LGMEDEndorsement of Good Financial Housekeeping (GFH) Certificate Procedure - LGMEDProcessing of Regional Death and Burial Claims (DBC) for Deceased Barangay OfficialsProcedure - LGMEDEndorsement of Department Authority to LGUs for the Purchase of Vehicles Procedure -LGMEDImplementation of Ombudsman, Sandiganbayan, OP, ComElec Decision, Order, ResolutionProcedure – ORD LegalEndorsement of LGU Request for Additional Confidential Fund Procedure - LGMED

8.5.2 Identification and traceabilityConcerned processes and process owners in each divisions and sections of DILG R10 usessuitable means to identify outputs and their status throughout operation and service provision,when it is necessary, to ensure the conformity of its services.Divisions and sections provide and control the unique identification of the outputs whentraceability is a requirement, and retains the documented information necessary to enabletraceability. Appropriate identification and traceability control number, as maybe applicable, isprovided to pertinent records and documents resulting from the core services provided byDILG-R10 as follows: (The coding scheme is specified in the respective Quality Procedures(QPs) of the divisions.)· Legal opinion· Action Document for Public assistance and complaints handling· National Consolidated DBC List· Department Authority for Travel Abroad· Department Authority for Purchase of Vehicle· Full Disclosure Policy (FDP) Compliance Certificate· Good Financial Housekeeping (GFH) Certificate· List of Beneficiary LGUs· Certificate of Appearance/No Pending Administrative Case· Training Certificates8.5.3 Property belonging to internal and external customers or external providers


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DILG exercises care with property belonging to customers or external providers while it isunder DILG R10’s control or being used by the organization guided both by the Data PrivacyAct and the Freedom of Information Bill.DILG identifies, verifies, protects and safeguard customers’ or external providers’ propertyprovided for use or incorporation into the products and services.When the property of a customer or external provider is lost, damaged or otherwise found tobe unsuitable for use, the organization shall report this to the customer or external providerand retain documented information on what has occurred.8.5.4 PreservationThe control and preservation of outputs and materials (office supplies, accountable forms, andrelated QMS materials) are delegated to the designated Supply Officers of each division/officewhich are then responsible for the safekeeping, protection, and issuance of these materials toensure conformity to requirements.Relevant Documented Information:Inventory of Fixed Assets, SME Procedure8.5.5 Post-delivery activitiesDILG R10 meet requirements for post-delivery activities associated with the programs,projects and services.In determining the extent of post-delivery activities that are required, DILG R10 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 andservices;d) customer requirements; ande) customer feedback.Post-delivery activities can include services related to completed projects and programs.8.5.6 Control of changesDILG R10 controls changes for operation or service provision, to the extent necessary to ensurecontinuing conformity with requirements and retains documented information describing theresults of the review of changes, the person(s) authorizing the change, and any necessaryactions arising from the review. Where necessary, changes to programs and plans is coveredwith a policy and/or activity design.8.6 Release of products and servicesDILG R10 implements planned arrangements, at appropriate stages, to verify that the servicerequirements have been met. The release of services to the customer does not proceed until


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the planned arrangements have been satisfactorily completed and approved, unless otherwiseapproved by a relevant authority and, as applicable. Documented information on the release ofproducts and services are retained, which include:a) evidence of conformity with the acceptance criteria; andb) traceability to the person(s) authorizing the release.8.7 Control of Nonconforming OutputsThe DILG-R10 identifies and controls non-conforming outputs (e.g. typographical errors anderrors resulting from processing lapses) to prevent their unintended use or delivery andadequately controls such, in accordance with the documented procedure including thedisposition actions and responsibilities, and identifies the authority deciding the action inrespect of the nonconformity. This also applies to nonconforming products and servicesdetected after delivery, during or after the provision of services. DILG R10 deals withnonconforming outputs in one or more of the following ways:a) correction;b) segregation, containment, return or suspension of provision of products andservices;c) informing the customer; andd) obtaining authorization for acceptance under concession.Conformity to the requirements is verified when nonconforming outputs arecorrected. Disposition or recommended action may be replacement, reprocessing, or otheractions of which status of implementation is verified by the respective Heads of Office. DILGR10 retains documented information that describes the nonconformity, the actions taken,Relevant Documented Information:Control of Non-Conforming Outputs Procedure


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Document Code

QM-R10-09


DILG REGION 10 – Northern MindanaoDocument TitlePerformance Evaluation

9. PERFORMANCE EVALUATION

9.1 Monitoring, measurement, analysis and evaluation

9.1.1 GeneralDILG R10 evaluates the performance and the effectiveness of the quality managementsystem. It plans and implements the monitoring, measurement, analysis, and evaluationprocesses needed to demonstrate conformity to service requirements, ensure conformity ofthe 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 toensure valid results;c) when the monitoring and measuring shall be performed; andd) when the results from monitoring and measurement shall be analyzed andevaluated.Appropriate documented information is retained as evidence of the results. The differentoperating units undertake its respective performance evaluation processes to monitor,measure, analyze and evaluate the different aspects of the operations of the Department.Relevant Documented Information:Process Performance Monitoring and Measurement ProcedureProgress Monitoring and Reporting of Locally-Funded Projects ProcedureProvision of Status Reports to Requesting Oversight Agencies on Accomplishment of MajorDeliverables of Priority Programs and Projects ProcedurePreparation and Submission of Financial and Accountability Reports (FAR1 and FAR1A)Monitoring and Evaluation of Performance Challenge Fund (PCF) Projects ProcedurePreparation of Status of Funds ProcedureMonitoring and Evaluation of LGU Compliance to Local Governance Policies/PACTS ProcedureSPMS: Performance Review and Evaluation ProcedureDILG PPA Implementation Monitoring and Reporting ProcedureRisk-based Monitoring and Evaluation ProcedureClimate Change Expenditure Tagging (CCET) on AIP Status Reporting Procedure


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Quarterly Barangay FDP Compliance Monitoring and Reporting Procedure -Updating and Maintenance of Masterlist of Barangay Officials Database System (BODS)Monitoring of the Organization of MASA MASID Teams and CRN ProcedureRisk Analysis and Management of OPDS-administered Projects ProcedurePost Disaster Damage Assessment of Local Infra Projects ProcedureOperations Audit Procedure9.1.2 Customer satisfactionDILG R10 monitors customers’ perceptions of the degree to which their needs and expectationshave been fulfilled. Methods for obtaining, monitoring and reviewing this information isestablished and implemented by the concerned divisions and sections using customersatisfaction survey to monitor the client’s perception and satisfaction on the services itreceived.Relevant Procedures:Client Satisfaction Survey ProcedurePACD (customer Feedback Form Analysis)9.1.3 Analysis and evaluationDILG R10 analyzes and evaluates appropriate data and information arising from monitoringand measurement.The results of analysis shall be used to evaluate: (feedback forms and the like | risk registers |quality monitoring | outsource and supplier evaluation)a) conformity of products and services;b) the degree of customer satisfaction;c) the performance and effectiveness of the quality management system;d) if planning has been implemented effectively;e) the effectiveness of actions taken to address risks and opportunities;f) the performance of external providers; andg) the need for improvements to the quality management system.9.2 Internal quality audit9.2.1 DILG R10 plans and conducts internal audits every six months to provide informationon whether the quality management system:a) conforms to:1) the organization’s own requirements for its quality management system; and2) the requirements of ISO 9001:2015; and


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b) is effectively implemented and maintained.9.2.2 DILG R10:a) plans, establishes, implements and maintains an audit program including thefrequency, methods, responsibilities, planning requirements and reporting, which takesinto consideration the importance of the processes concerned, changes affecting theorganization, and the results of the previous audit;b) defines the audit criteria and scope for each audit;c) select auditors and conduct audits to ensure objectivity and the impartiality of theaudit 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 eveidence of the implementation of the auditprogramme and the auidt results.Specifically, DILG R10 conducts the following activities relevant to internal quality auditing:Planning and schedulingAn audit program is prepared including the audit criteria, scope for each audit, frequency,methods, responsibilities, planning requirements and reporting, which shall take intoconsideration the importance of the processes concerned, changes affecting the organization,and the results of previous audits.Audit team and preparation for auditTo ensure objectivity and the impartiality of the audit process, the Internal Auditors performthe IQA of the overall QMS while personnel from the Management Division, Financial andManagement Service, conduct IQA of the relevant functions of the Internal Audit Service.The IAS Division Chief/OIC leads the audit teams in the IAS. The selection of auditors andconduct of audits shall ensure objectivity and impartiality of the audit process. Auditors shallnot audit their own work.Auditors prepare for audits by reviewing applicable standards and procedures, analyzingquality records, and preparing audit checklists.Conducting the auditIn conducting the audit, auditors seek objective evidence indicating whether the subject areasof audit comply with the requirements of the QMS, and whether effectively implemented andmaintained. The evidence is collected through observation, interview of personnel, andexamination of records and documents.


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Nonconformities, potential nonconformities, and opportunities for improvement are reportedthrough the issuance of Corrective Action Report (CAR).The audit findings and conclusions are reported to relevant management and presented to theauditees in the closingRecords of the audits and their results are maintained in accordance with the establishedprocedure on control of records.Verification of Action Plan Implementation and EffectivenessThe concerned office being audited determines the necessary corrections andcorrective/preventive actions detailing the activities, responsible person, and timeline dulyaccepted by the IQA Head and ensures that actions are taken without undue delay to eliminatedetected non-conformities and their causes.Implementation and effectiveness of actions taken are verified in the next audit. If non-recurrence of the root cause is verified, the CPAR is closed out duly approved by the IQA Head.Verification can happen more than once if the initial verification does not provide evidence ofrecurrence of the root cause.ReportingAn Initial Audit Report is prepared for every Office audited, and an Executive Summary of allthe audit findings and conclusions is prepared with attachments of the issued CPARs to formthe IQA audit report and submitted to the DILG-R10 QMR for approval.Relevant Documented Information:Internal Quality Auditing Procedure9.3 Management Review

9.3.1 GeneralDILG-R10’s Management Review Committee reviews the performance of the QMS every sixmonths or as deemed necessary to evaluate the continuing adequacy, suitability, effectivenessand alignment to the strategic direction of the organization. Records of Management Reviewsare controlled by the QMS Secretariat.The Regional Director may participate during Management Reviews in accordance with hisplanned activities and availability. However, he will be furnished copy of the ManagementReview Minutes for any further action and decision he will hand down to the DILG-R10Management Review Committee.9.3.2 Management review inputsThe management review is planned and carried out taking into consideration:


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a) the status of actions from previous management reviews;b) changes in external and internal issues that are relevant to the quality managementsystem;c) information on the performance and effectiveness of the quality management system,including trends in:1) customer satisfaction and 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 actions;5) monitoring and measurement results;6) audit results; and7) the performance of external providers;d) the adequacy of resources;e) the effectiveness of actions taken to address risks and opportunities; andf) opportunities for improvement.9.3.2 Management Review OutputsThe outputs of management review include decisions and actions related to:a. Opportunities for improvementb. Changes in the QMS, policies and objectivesc. Changes in resource requirementsd. Other actions deemed necessary by ManagementDocumented information is retained (records) as evidence of the results of managementreviews.Relevant Documented Information:Management Review ProcedureManagement Review Minutes of Meeting


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Document Code

QM-R10-10


DILG REGION 10 – Northern MindanaoDocument TitleImprovement

10. IMPROVEMENT

10.1 General

DILG R10 determines and selects opportunities for improvement and implements anynecessary actions to meet customer requirements and enhance customer satisfaction. Theseinclude:a) improving products and services to meet requirements as well as to addressfuture needs and expectations;b) correcting, preventing or reducing undesired effects; andc) improving the performance and effectiveness of the quality management system.Examples of improvement can include correction, corrective action, continual improvement,breakthrough change, innovation and re-organization.10.2 Nonconformity and corrective actionDILG R10 carries out correction and corrective action. When a nonconformity occurs,including any arising from complaints, DILG R10: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 orderthat it does not recur or occur elsewhere, by: reviewing and analyzing the nonconformity;determining the causes of the nonconformity; determining if similar nonconformities exist, orcould potentially occur;c) implements any action needed;d) reviews the effectiveness of any corrective action taken;e) updates risks and opportunities determined during planning, if necessary; andf) makes changes to the quality management system, if necessary.The need for corrective action is determined on the basis of identified actual nonconformitiesthrough the findings of internal quality audit or external audit or on reported unmet qualityobjectives 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 needidentification is stated in the Corrective Action Report (CAR) issued by the IQA Team for auditrelated 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.


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Document Code

QM-R10-10


DILG REGION 10 – Northern MindanaoDocument TitleImprovement

DILG R10 retains documented information as evidence of the nature of the nonconformitiesand any subsequent actions taken and the results of any corrective action.Relevant Documented Information:Process Performance Monitoring and Measurement ProcedureInternal Quality Auditing ProcedureCorrective Action ProcedureManagement Review ProcedureServices Complaint Handling ProcedureCorrective Action Form10.3 Continual improvementDILG R10 continually improve the suitability, adequacy and effectiveness of the qualitymanagement system. DILG R10 considers the results of analysis and evaluation, and theoutputs from management review, to determine if there are needs or opportunities that shallbe addressed as part of continual improvementDILG-R10 adopts a continual improvement philosophy throughout the entire organization. Theimprovement effort is driven by the quality policy, quality objectives, audit results,performance results, corrective and preventive actions, management review, customer/clientfeedback, risk and risk controls, and other catalysts for positive change.Improvement opportunities are identified by analyzing quality performance data andinformation as well as information on client/customer satisfaction. Causes of identifiednonconformities determined and corrective actions are implemented to ensure that thesecauses do not recur. Preventive actions are implemented to eliminate the causes of potentialnonconformities. Corrective and preventive actions taken are recorded and are followed up toensure that they have been properly implemented and that they are effective.Quality performance is evaluated by performance measurement and monitoring of the qualitymanagement system. When quality performance falls short of a defined objective, theoperating unit concerned identifies and implements specific actions to address the cause of thenon-attainment. When a quality 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:Correction and Corrective Action ProcedureServices Complaints Handling ProcedureCustomer Satisfaction Survey Procedure