QUALITY ASSURANCE OPERATING MANUAL

(Abstract- Proposed Content)

A. QUALITY ASSURANCE POLICY and OBJECTIVES E. MANAGEMENT RESPONSIBILITY

A.1. Vision E.1. Management Commitment
A.2. Mission Statement E.2. Student Focus
A.3. Information Integrity and Ethics Policy E.3. Quality Policy
A.4. Confidentiality E.4. Planning
A.5. Objectives E.4.1. Quality Objectives
E.4.2. Quality Management System Planning
B. INTRODUCTION E.4.2.1. Strategic Planning
B.1. Conformance and Compliance Standards E.4.2.1. New Program Introduction/
B.2. Purpose of the Manual Registration
B.2.1. Quality Assurance Operating Manual E.5. Responsibility, Authority and Communication
B.2.2 Quality Assurance Program Plan E.5.1. Responsibility and Authority
B.3. Organization and Personnel E.5.2. Management Representative
B.3.1. Structure E.5.3. Internal Communication
B.3.2. Job Description
B.4. Scope of the Quality Management System E.6. Management Review (QMS)
E.6.1. Review Input
C. DISTRIBUTION and REVIEW E.6.2. Review Output
C.1. Circulation List E.7. Integrated Review Structure
C.2. Procedures for Updating the Quality Assurance E.7.1. Academic Quality
Operating Manual E.7.2. Benchmarking
E.7.3. Faculty and Administrative Unit Reviews
D. QUALITY MANAGEMENT SYSTEM E.7.4. Contract Reviews
D.1. Document Requirements
D.1.1. Control of Documents F. RESOURCE MANAGEMENT
D.1.1.1. Document and Data Approval and F.1. Provision of Resources
Issue F.1.1. Purchasing
D.1.1.2. Document and Data Changes F.1.2. Dispensing
D.1.1.3. Obsolete Documents F.1.3. Inventory Process
D.1.1.4. Documents of External Origin F.1.4. Maintenance
D.1.2. Control of Quality Records F.1.5. Calibration
F.2. Human Resources
 F.2.1. Assignment of Personnel H.1. Monitoring and Evaluation
F.2.2. Competence, Awareness and Training H.1.1. Customer Satisfaction
F.3. Infrastructure H.1.2. Internal Audit
F.4. Work Environment H.1.3. Monitoring and Evaluation of Processes/
Procedures
G. SERVICE REALIZATION H.1.4. Monitoring and Evaluation of Students
G.1. Planning of Service Realization H.1.5. Monitoring and Evaluation of Programs/
G.1.1. Entry of Students Activities
G.1.2. Curricular Services/ Academic Standards H.1.6.Employee Performance
G.1.2.1. Policy on giving teaching load H.2. Data Analysis
G.1.2.2. Institutional Policies H.3. Improvement
> Syllabus H.3.1. Continual Improvement
> Classroom Observations H.3.2. Corrective Action
> Measurement and Evaluation H.3.3. Preventive Action
> Major Examination
> Special Examination I. APPENDIXES
> Grading System I.1. Processes/ Procedures
> Submission of Grades 1.2. Flowcharts
> Proctoring Guidelines 1.3. Guidelines
> Make – up Classes I.4. Forms
> Competency Appraisal I.5. Templates
> Remedial Clinics
> Review Program
Standards
G.1.3. Extra-curricular Services/ Non- Academic
G.2. Customer-related Processes
G.2.1. Scholarships
G.2.2. Office Services and Laboratories
G.2.3. Identification and Traceability
G.2.4. General Services
G.3. Community Engagement
G.3.1. Groundwork Process
G.3.2. Implementation Process

H. EVALUATION, ANALYSIS and IMPROVEMENT

 JOB DESCRIPTION

QUALITY ASSURANCE DIRECTOR

 Oversees all Quality Assurance efforts within the institution. He/ she shall manage some divisions which include
the Quality Assurance Moderator for Academics and Quality Assurance Moderator for Administration. The QA
Director set policies and drive the divisions to meet the academic and administrative requirement as an
educational institution.
 The QA Director establishes the quality goals and quality metrics for the institution. Together with the Board of
Trustees, they create institutional quality strategic plans and guide the institution to meet those plans.
 The QA Director with the approval of the higher administration must develop and execute the institution’s
process control systems and must maintain the monitoring and implementation of these systems.
 The Director assures the institution meets the students and parents need.
 Together with the QA team (personnel under the divisions) shall monitor feedbacks and corrective actions and
make improvements to adjust the quality system.
 Shall take the key part in meeting goals and present a quality roadmap.
 Must assure the team and the employees of the institution uses the quality tools to improve the institution’s
bottom line.
 QUALITY ASSURANCE, PLANNING AND DEVELOPMENT CENTER

Functions and Responsibilities

1. Prepare the institutional plan which shall incorporate the development plan of each college
and service unit to be prepared by the deans and heads of offices concerned.
2. Monitors the implementation of the institutional development plan and sees to it that they
are properly implemented as scheduled.
3. Prepares data gathering instruments for projects undertaken by faculty and/or
administration.
4. Evaluates school programs/projects as the need arises and submits a report to the president
through the EVP.
5. Reviews, revises and recommends evaluation tools for administration, faculty and personal
performance appraisal.
6. Is responsible for the development, structuring, implementation, maintenance and periodical
performance reviews of the Quality Standard System, records and reports/findings from the
reviews and proposed actions if necessary of PACUCOA, CHED, TESDA and other accrediting
bodies. This function involves all the colleges to ensure compliance with quality
requirements.
7. Coordinates and initiates executive management reviews with particular attention to the
organizational relationship as they affect quality of each college or service unit and develops
proposal for improvement.
8. Determines and reports the principal causes of losses and non-conformances after CHED,
TESDA and other agencies audit.
9. Regularly prepares list of revisions/valid documents (e.g. Manual, Faculty, Administrative,
personnel manuals etc.) in the institution and distribute them to all concerned
10. Monitors every college and service unit to determine whatever improvements are needed
and recommends if necessary the appropriate corrective actions in coordination with the
concerned deans and service unit heads.
11. Establishes annual quality improvement plans and takes part in quality and follows-up
corrective actions
12. Conducts semestral evaluation of administration, faculty and personnel, and submits results
to the EVP.
13. Follows-up improvement plans for Management Reviews for which a copy be furnished to
the Office of the College President.
14. Identifies possible system and management risks and recommends mitigating approaches
per identified risks.
15. Performs other duties that may be assigned to him/her by the Executive Vice-President.
C.2. Quality Management Framework
C.3. Quality Assurance Assessment
C.3.1. Integrated Planning Structure
C.3.1.1. New Program Introduction/ Registration
C.3.1.2. Strategic Planning
C.3.2. Integrated Review Structure
C.3.2.1. Internal Audit
C.3.2.2. Academic Quality
C.3.2.3. Benchmarking
 C.3.2.4. Staff
C.3.2.5. Faculty and Administrative Unit
Reviews DISTRIBUTION AND REVIEW
C.3.2.6. Contract Review
C.3.3. Planning and Review Cycle
C.4. Quality Measurement QUALITY MANAGEMENT SYSTEM
C.4.1. Process Monitoring and Measurement  Includes Applicability, Extent, Principles, Activities
C.4.2. Data Analysis Proposed Principles:
C.4.3. Corrective Actions  Organization
C.4.4. Calibration  Customer Focused
C.4.5. Continuous Improvement  Integrated System
C.5. Quality Control  Strategic Planning
C.5.1. Identification and Traceability  Process Improvement
C.5.2. Process Inspection  Total Employee Involvement
C.5.3. Purchase Order Process  Communication
C.5.3.1. Items/ Products Reliability Key Elements:
C.5.4. Control Plans  Quality Manual
C.5.5. Documentation Requirements  Document Control
C.5.1. General  Quality Records Control
C.5.2. Control of Documents  Measurement Analysis and Improvement
C.5.3. Quality Records
C.5.6. Preventive Maintenance MANAGEMENT RESPONSIBILITIES
C.6. Risk Management Key Elements:
 Management Commitment
J. RESOURCE MANAGEMENT  Customer Focus
F.1. Training and Competency  Quality Policy
F.2. Infrastructure  Quality Objectives
F.3. Work Environment  Quality Responsibility and Authority
 Internal Communication
 Management Review Inputs and Outputs

QUALITY OBJCETIVES

PURPOSE OF THE MANUAL RESOURCE MANAGEMENT

Key Elements:
  Training and Competency
 Infrastructure
 Work Environment Quality Assurance VS. Quality Control
Quality Assurance
SERVICE REALIZATION 1. Quality Control Processes
2. Product Quality
3. Quality Management System
QUALITY MEASUREMENT  Improves supports and audits all of the institution’s system,
Key Elements: processes and products.
 Continuous Improvement  Document Control
 Internal Audit  Document Change Control
 Customer Satisfaction  Calibration
 Process Monitoring and Measurement  Corrective Actions
 Data Analysis  Auditing
 Corrective Action  Quality Objectives
 Preventive Action  Training
 Preventive Maintenance
 Job Descriptions
 Purchase Order Process
 Preventive Action
4 CATEGORIES  Quality Plans
MANAGEMENT  New Program Introduction/ Registration
 The Basics  Quality Management Review
 QA Manual  Contract Review
 QA vs. QC  QA Organizational Chart
 Control Plan  Risk Management
 QMS Review
 Quality Control
SYSTEM  Focuses on monitoring, improving and auditing process and
TOOLS product.
TEAM  Identification and Traceability
 Non- Conforming Material Control
 Final Inspection
 Receiving Inspection
 Process Inspection
  Quality Records
 Product Reliability
 Control Plans
OVERVIEW
One of the internal audit’s major assets is its credibility with
stakeholders. To provide credible assistance and constructive
challenge to management, internal auditors must be perceived as
professionals and as and external structure of the institution’s
organizational chart. As a higher education institution, professionalism
requires conforming to a set of professional standers. Hence, Internal
Auditing with its Quality Assurance Team explains how their
application should be tailored in the institution’s organization without
compromising conformance with the standards that deals specifically
with quality assurance.
In the operation of the institution’s function in the society, compliance
to standards set by the Regulating Agency, CHED Region 02 manifest
its desire to fulfill its mission- vision which gives clarity on the focus to
establish a Quality Assurance and Improvement Program.
B. INTRODUCTION
This Quality Manual demonstrates the commitment of the Medical
College of Northern Philippines in maintaining a level of quality
education and a strong service orientation as an academic institution
focused on its customers, the students and the community, and
fosters continual improvement. MCNP as a Private Higher Education
Institution must make use of quality assurance to contribute to
building a quality nation capable of transcending the social, political,
economic, cultural and ethical issues that constrain the country’s
human development, productivity and global competitiveness through
delivery of quality programs and quality administration that meet the
national and international standards.

One of the internal audit’s major assets is its credibility with
stakeholders. To provide credible assistance and constructive
challenge to management, internal auditors must be perceived as
professionals and as and external structure of the institution’s
organizational chart. As a higher education institution, professionalism
requires conforming to a set of professional standers. Hence, Internal
Auditing with its Quality Assurance Team explains how their
application should be tailored in the institution’s organization without
compromising conformance with the standards that deals specifically
with quality assurance.
In the operation of the institution’s function in the society, compliance
to standards set by the Regulating Agency, CHED Region 02 manifest
its desire to fulfill its mission- vision which gives clarity on the focus to
establish a Quality Assurance and Improvement Program.
B.1. Conformance and Compliance Standards
The Quality Assurance Operating Manual is intended to demonstrate
conformance to CHED Memorandum Order (CMO) #46 . This
standard is the Philippines Higher Education Institution ……… as a
reference for the implementation of institution’s quality management
system. Reference to this conformance standard also implies
reference to all guidance standards contained therein.
In addition, as a company with education as the nature of its
business, standards presented in the ISO were adopted and were
made as reference to fully assure the quality of servicein the entire
operation of the institutions particularly on its system, procedures and
processes.
B. 2. Purpose of the Manual
MCNP’s overall commitment to quality in education is defined through
its Core and Support Business Processes. Through each of these
business processes, the Quality Management System is aligned with
the vision, mission, goals and objectives and the strategic plan and
direction of the institution.
B.2.1. Quality Assurance Operating Manual
The Quality Management System as described in this Quality
Assurance Operating Manual defines the institution’s commitment:
 By demonstrating its nature of existence as an academic
institution and its ability to consistently provide quality
education that meet students and applicable regulatory
requirements in accordance to the Commission on Higher
Education Typology.
 By addressing student/ customer satisfaction through the
effective application of the system, including processes for
continuous improvement and sustainability.
 Through orderly change management that will maintain a high
level of service in technologically complex and cross- cultural
adaptability to accommodate and demands of competencies
of graduates.
B.2.2. Quality Assurance Program Plan
The Quality Assurance Program Plan is a fundamental element of the
quality management system. The plan should, in general, outline
activities that will be implemented and must include a schedule and
time frame that follows inventory preparation from its initial
development through to final reporting every academic year. This
program plan is an internal document to organize, plan and
implement QA activities. Once developed, it can be reference and
used in subsequent preparation or modified as appropriate which
means that the plan itself is intended to be revised and reflect new
information that becomes available as the program develops,
methods are improved or may need additional supporting documents
if felt necessary. The QA Program Plan template can be found
inAppendix .
 This manual will be reviewed by MCNP Administrators and Board of
Trustees and revise as required. After the review, the QA Operating
B.3. Organization and Personnel Manual shall be updated (if needed) by incorporating all approved
changes. The revision date must also be updated and the document
B.3.1. Organizational Structure will be re-approved and be released as a new issue in its entirety. The
B.3.2. Job Description revision data on the cover of this manual refers to the entire
Quality Assurance Director document. Procedures for quality policies and procedures documents
within the QMS are covered in section D.1.1 Control of Documents.

B.5. Scope of the Quality Management System

The scope of the Quality Management System is specifically defined

as everything within the control of the institution which means that all
services the school may offer through the different key areas
translated into the implementation and operation of all departments
and offices both academic and administration. QMS therefore seeks to
ensure the interoperability and maximum delivery of standard services
and programs.

C. DISTRIBUTION and REVIEW

C.1. Circulation List

The QualityAssurance Operating Manual is maintained on the

institution’s network specifically in the office of the Quality Assurance
Team and higher administration of MCNP and as a read- only
document. It shall be available for other departments and offices
within the institution for reference and must not be reproduced or
copied.

C.2. Procedure for updating the Quality Assurance Operation

Manual