DEPARTMENT OF TRANSPORTATION AND COMMUNICATIONS

P H I L I P P I N E N AT I O N A L R A I LWAY S
OPERATIONS DEPARTMENT

INTRODUCTION TO ISO 9001:2015

QUALITY MANAGEMENT SYSTEM
FOR OPERATIONS DEPARTMENT
 Introduction
I. Do we need Quality Management System
(QMS) in the Government?
II. If we do, why ISO 9001:2015 QMS?
III. What is ISO 9001:2015 QMS?
IV. Where is PNR now?

O p e r a t i on s D e p a r t me n t
I. Do we need Quality Management
System in the Government?
 Goal of QMS
QMS aims to increase an organization’s
awareness of its duties and commitment in
fulfilling the needs and expectations of its
customers and interested parties, and in
achieving satisfaction with its products and
services.

O p e r a t i on s D e p a r t me n t
 Government Direction
ENHANCING THE SOCIAL FABRIC (“MALASAKIT”)
“A basic requirement for inclusive development is that our
peoples are proud of being Filipino and that they fully trust their
government. Hence, it will need Malasakit at both ends – from
government and from the citizens.”
Ensuring People-Centered, Clean, and Efficient Governance
Strategies:
1. To reduce corruption
2. To achieve seamless service delivery
3. To enhance administrative governance
4. To fully engage and empower citizenry
5. To strengthen civil service

O p e r a t i on s D e p a r t me n t
 2. To achieve seamless service delivery
 Improved citizen satisfaction driven by
government-wide quality improvement
 Adopt a whole-of-government approach in
delivery of key services.
 Implement regulatory reforms.
 Improve productivity of the public sector.

O p e r a t i on s D e p a r t me n t
 Legal Basis
 Administrative Order No. 161, s. 2006
(Institutionalizing Quality Management System in
Government) dated October 5, 2006
 Executive Order No. 605, s. 2007 (Institutionalizing the
Structure, Mechanisms and Standards to Implement the
Government Quality Management Program, Amending for
the Purpose Administrative Order No. 161, s. 2006) dated
February 23, 2007
 Republic Act No. 9485 (An Act to Improve Efficiency in
the Delivery of Government Service to the Public by
Reducing Bureaucratic Red Tape, Preventing Graft and
Corruption, and Providing Penalties)
 Administrative Order 25, s. 2011 (Creating an Inter-
Agency Task Force (IATF) on the Harmonization of
Government Performance Monitoring Information and
Reporting Systems)
O p e r a t i on s D e p a r t me n t
 Sample of ISO Certified Government
Agencies

O p e r a t i on s D e p a r t me n t
II. If we do, why ISO 9001:2015
QMS?
 QMS towards Performance Excellence

Performance
Excellence
Management
Quality
Performance
Improvement
Process
Improvement

O p e r a t i on s D e p a r t me n t
 Benefits of ISO 9001 in the Government
QMS Gaps QMS Improvements For Further Improvements
Absence of quality policy, Defined quality policy, Address expectations of
objectives and plans objectives and plans key stakeholders

Unclear flow of Installed control of Enhance organizational

information documents and records knowledge

Recurring transactional Installed control of Promote risk-based

errors nonconforming services thinking

Unclear Documented Streamline

procedures work procedures processes
Lack of systems Installed internal Improve capacities
audit and review quality audit in system audit

O p e r a t i on s D e p a r t me n t
 Benefits of ISO 9001 for the employees

 Security at work
 Satisfaction at work
 Improve processes concerning employees
 Improve safety and easier job tasks
 Quality for all

O p e r a t i on s D e p a r t me n t
III. What is ISO 9001:2015 QMS?
 What is ISO?
 An independent, non-governmental international
organization with a membership of 162 national
standards bodies.
 Delegates from 25 countries met in London and agreed
to join forces to create the new International
Organization for Standardization.
 Officially began operations on 23 February 1947.
 Published over 21,542 International Standards covering
almost all aspects of technology and manufacturing.

ISO is derived from the Greek isos, meaning equal.

O p e r a t i on s D e p a r t me n t
 Core Standards
• ISO 9001:2015 – QMS
Requirements
• ISO 9000:2015 – QMS
Fundamentals and Vocabulary
• ISO 9004:2009 – Managing for
the Sustained Success of an
Organization - A Quality Management
Approach

O p e r a t i on s D e p a r t me n t
 Other ISO Standards
ISO 19011 Guidelines for Auditing Management System
ISO 9001 Quality Management System
ISO 14000 Environmental Management System
ISO 22000 Food Safety & Management System
ISO 27000 Information Security Management System
ISO 31000 Risk Management System
ISO 26000 Social Responsibility

O p e r a t i on s D e p a r t me n t
 Typical Documentation Structure

Governing Rules of the Organization

Policies

Procedures and Maintained information on

Organization’s processes
Guidelines

Retained Information as evidence of

Records performing the Organization’s
processes

O p e r a t i on s D e p a r t me n t
IV. Where is PNR now?
 Commencement
PNR Journey to ISO certification started on 3rd
quarter of 2017 through a Memorandum of
Agreement with the Development Academy of
the Philippines (DAP) and the Department of
Budget and Management (DBM). They have
chosen PNR as one of the government agencies
to be subsidized for the certification, including
trainings, workshops and other requirements.

O p e r a t i on s D e p a r t me n t
After numerous trainings, workshops and
discussions, the Philippine National Railways,
through the QMS Core Team and Secretariat,
produced a Quality Manual and the Procedure
and Work Instruction Manual (PAWIM) as a
guide to organization’s QMS.
 Certification Audit
Certification International Philippines Inc. (CIPI), a third-
party auditor, who conducted the certification audit to
Philippine National Railways.

 Stage 1 Audit 13 July 2018

 Stage 2 Audit 21-23 November 2018
 Follow up Audit (Stage 2) 30 April 2019
 Once certified, surveillance audit is required every
three (3) years or as advised by the third party auditor.
These audits are the ongoing periodic review of an
organization's quality management system.

O p e r a t i on s D e p a r t me n t
 Content of Quality Manual (2018)
I. Introduction VII. Railway Management System
II. Agency Profile VIII. Support Processes
III.Organizational Chart and IX. List of Interested Parties’
Functional Description Requirements
IV. Scope and Coverage X. SWOT Analysis
V. Quality Policy XI. Control of External Providers
VI. Management Processes XII. Reference Matrix
a) Office of the General XIII. Survey Form
Manager XIV. List of Acronyms
b) Administrative and
Finance Department
c) Operations Department
d) Rolling Stock
Maintenance Department
e) Engineering Department

O p e r a t i on s D e p a r t me n t
 Scope and Coverage

O p e r a t i on s D e p a r t me n t
 Philippine National Railways

QUALITY POLICY
The Philippine National Railways (PNR), as the pioneer in the railway
transport service in the Philippines, commits to deliver reliable, safe and
efficient train and freight service, at an economically-reasonable cost.

PNR further commits to:

• ensure serviceability of all rolling stocks and tracks in operations;
• improve mobility of passengers to enhance customer satisfaction;
• comply with existing statutory, regulatory and legal requirements; and,
• continually improve the effectiveness of our quality management system.

We will continue to move people through our services provided by

competent, courteous, accountable and service-oriented public servants.

O p e r a t i on s D e p a r t me n t
Questions and Clarification
 JAPANESE ENGLISH TERM TAGALOG TERM ACTION EFFECTS
WORD

Identify and eliminate all

SEIRI SORT SURIIN
unnecessary items

Arrange necessary items

SEGREGATE/ ACTIONS
SEITON SALANSANIN in good order and easy
SYSTEMATIZE
access

Clean you workplace

SEISO SWEEP/SHINE SIMUTIN
thoroughly

SANITIZE/ Maintain high standards

SEIKETSU SIGURUHIN CULTURE
STANDARDIZE of housekeeping

Create a culture wherein

SUSTAIN SELF-
SHITSUKE SARILING KUSA all members practice the HABIT
DISCIPLINE
above as a way of life