Orientation on ISO 9001:2008 QMS

for the
National Irrigation Administration
Monica D. Saliendres
Director
Agriculture Productivity Enhancement Division
Productivity and Development Center
Development Academy of the Philippine

Development of a Quality Management System (QMS) Certifiable to ISO 9001:2008

for the National Irrigation Administration (NIA)
 To provide an overview of ISO 9001 Quality
Management System (QMS) and
Government Quality Management System;

 To clarify the roles and responsibilities of the

management and employees of NIA.
 Introduction

1. Why do we need Quality

Q Management System (QMS) in
the Government?

2. If we do, what is QMS and Why

M ISO 9001:2008 QMS ?

S 3. And if it is, what does it take?

We need to be
competitive with other
nations
We need to achieve the
Philippine Development
Plan

We need to enhance the

citizens’ trust and
confidence

We need to have the

drive for excellence in
Public Service
The Philippines 2014 Competitiveness Ranking Up by
35 Notches from 2009

Source: World Economic Forum

We need to achieve the Philippine Development Plan
We need to enhance the citizens’ trust and confidence
We need to have the drive for excellence
in Public Service
VISION

By 2020, NIA is a professional and

efficient irrigation agency
contributing to the inclusive growth
of the country and in the
improvement of the farmers’ quality
of life.
A good Government administration
cannot be of lower quality than its
clients - largely the private sector.
The Legal Basis
The scope of EO No. 605 are as follows:
 Directs the adoption of ISO 9001:2008 QMS among all
departments of the Executive branch, including all GOCCs
and GFIs
 Encourages LGUs, Judiciary, Legislature, and Constitutional
Offices to establish and pursue ISO certification
 Enjoins SUCs to establish ISO-QMS and be certified
 THE LEGAL BASIS

The
Legal  AO 161 : Institutionalization of
Mandate Quality Management System in
Government
 EO 605 : Institutionalizing the
Structure, Mechanisms and
Standards to Implement the
Government Quality Management
Program, Amending for the Purpose
AO No. 161 S 2006
 The Legal Basis
What is Quality Management System (QMS) and ISO 9001:2008 QMS?

Government Quality Management

Committee (GQMC) is mandated
GQMC to formulate policies and oversee
GQMP implementation

Chair: DBM Co-Chair:

DTI Members:
OP-IAO, DILG, DAP, CSC
What is QMS?
QMS is a set of interrelated or
interacting elements that allow the
organization to establish its policy and
objectives related to quality, and to
achieve those objectives.
(per ISO 9000:2005)
 Policy

Management
Review
Plan Planning

Act Do

Checking & Implementation

Corrective Actions Check & Operation

Core Elements of a Management System

What is
 a worldwide federation of
national standards bodies,
with representatives from
each of approximately 175
countries.
 formed on 23 February 1947
 a non-governmental
organization
 Relevant ISO Family of Standards

 ISO 9000:2005 – QMS Fundamentals and Vocabulary

 ISO 9001:2008 – QMS Requirements
 ISO 9004:2010 – QMS Guidelines for Performance
Improvements
 ISO 19011:2011 – Guidelines for Quality and/or
Environmental Auditing
To demonstrate that the organization does
have a management system conforming to the
requirements of ISO 9001

To show that the system is effective in achieving

the desired outputs

• “Consistent conforming products/

services”
• “Enhanced customer satisfaction”
1. Customer Focus Meeting requirements and exceeding
customer expectations
2. Leadership Establishing unity of purpose & direction

3. Involvement of Engaging every member of the organization

People to harness their abilities and talents

4. Process Approach Managing activities and related resources as

a process

5. Systems Approach Managing interrelated processes as a system

to Management
Setting continuous 6. Continual
improvement as a permanent Improvement
objective of the organization

Making decisions based on 7. Factual Approach to

analysis of data and information Decision Making

Managing outsourced activities 8. Mutually Beneficial

to ensure delivery of quality Supplier Relationship
services. Supplier/Contractor
Management

Remember : C- L- I-P-S-C-F-M
 WHAT IS ISO?
Structure of ISO 9001:2008 QMS

1 Scope 1.1 General

1.2 Application
2 Normative
Reference
3 Terms and
Definitions
 WHAT IS ISO?
Structure of ISO 9001:2008 QMS (continued)

4 Quality 4.1 General Requirements

Management 4.2 Documentation Requirements
System

5 Management 5.1 Management Commitment

Responsibility 5.2 Customer focus
5.3 Quality Policy
5.4 Planning
5.5 Responsibility, authority and communication
5.6 Management Review

6 Resource 6.1 Provision of resources

Management 6.2 Human resources
6.3 Infrastructure
6.4 Work environment
 WHAT IS ISO?
Structure of ISO 9001:2008 QMS (continued)

7 Product 7.1 Planning of product realization

Realization 7.2 Customer-related processes
7.3 Design and development
7.4 Purchasing
7.5 Production and service provision
7.6 Control of monitoring and measuring
equipment

8 Measurement, 8.1 General

Analysis and 8.2 Monitoring and measurement
Improvement 8.3 Control of nonconforming product
8.4 Analysis of data
8.5 Improvement
 Continual Improvement of
the Quality Management System

Management
Responsibility
Citizen/
Customer
Citizen/ Measurement,
Resource
Customer Management
Analysis and Satisfaction
Improvement

Inputs Outputs

Provision of Irrigators
Requirements Associations
Irrigation Services
 1 4
2 3
Understand Manage
Develop Vision Deliver
customer Improvement
and Strategy Leadership
needs & Change

MANAGEMENT PROCESSES

5 6 7 8
Project Construction Operation & Rehabilitation &
Preparation Maintenance Improvement
Customer Customer
9 10
Institutional Protection of
Development Watershed
CORE PROCESSES

11
8 9 10 12
Comply with
Develop and Manage Manage Financial & Procure
Statutory &
Manage Human Information Physical Resources goods and
Regulatory
Resources Resources services
Requirements
SUPPORT PROCESSES
Typical Documentation Structure

Approach

Why, What, Who, When

& Where

How, Who, What, When

& Where

Objective
Evidence
 Mandatory Documentation
Requirements
 Quality Policy
 Quality Manual
 Quality Objectives and Plan
 6 Quality Procedures:
1.Control of Documents
2.Control of Records
3.Internal Audit
4.Control of Non-conforming
products/services
5. Corrective Action
6. Preventive Action
 Why ISO 9001 QMS?
The Philippines lags behind in adopting global quality
management standards
No. of organizations w/ ISO 9001 certificates

14000

12000

10000
Vietnam
8000 Philippines
Thailand
6000 Indonesia
Malaysia
4000
Singapore

2000

0
2001 2002 2003 2004 2005 2006 2007 2008 2009 2010 2011 2012 2013

Implementation of ISO 9001 in Asia (Source: ISO Survey 2013)

 ISO QMS Certifications in Government
Government Agencies ISO certifications
Executive Offices
Departments/Offices 6
Bureaus 36
Attached offices 66
Regional offices 69 (+8)
Constitutional Offices 3
Judicial Branch 0
GOCCs and GFIs 36 (+25)
SUCs 15
LGUs
Provinces 6
Cities 10
Municipalities 0
TOTAL 247 (+33)
Sources: DAP Database, Agency Websites
 Shining Examples:
Government Agencies with ISO
9001:2008-Certified QMS
 NGAs with ISO 9001Certified QMS
1. Dept. of Agriculture (DA)
• Philippine Carabao Center (AA)
• Bureau of Plant Industry (AA)
• Agricultural Training Institute (AA)

2. Dept. of Finance (DOF)

 Bureau of Internal Revenue (AA)

3. Dept. of Health (DOH)

 Health Human Resources Development Bureau (AA)
 National Nutrition Council (AA)
 16 Offices in Central Office, 17 CHDs (D/O)
 Food and Drugs Administration (FDA)
 Region 1 Medical Center
 Corazon Locsin Montelibano Memorial Regional Hospital (CLMMRH)
 Quirino Memorial Medical Center
 Philippine Children Medical Center
 Rizal Medical Center
 Ilocos Training and Regional Medical Center
 Don Mariano Marcos Medical Center
42
 NGAs with ISO 9001Certified QMS
3. Dept. of Health (DOH)
 Western Visayas Sanitarium
 Western Visayas Medical Center
 Philippine Orthopedic Center

4. Dept. of Interior and Local Government (DILG)

 Philippine National Police (PNP)
o Crime Laboratory (AA)
o Training Services (AA)
o Office of the Chief PNP (AA)

5. Dept. of Labor and Employment (DOLE)

 Philippine Overseas Employment Administration (AA)
 Bureau of Labor and Employment Statistics (AA)
 OWWA
 Regional Office 12, Caraga (RO 2)
 Technical Skills Development Authority
o TESDA Regional Office 3, CAR, 8, NCR, I, IV-A, VII and XI

43
 NGAs with ISO 9001Certified QMS
(Continued)
6. Dept. of Science and Technology (DOST)
 Special Division Office (D/O)
 Regional Offices: CAR, NCR, CARAGA, Regions 1-12 (RO: 16)
 Advanced Science and Technology Institute (AA)
 Food and Nutrition Research Institute (AA)
 Forest Products Research and Development Institute (AA)
 Industrial Technology Development Institute (AA)
 Metals Industry Research and Development Center (AA)
 Philippine Council for Agriculture, Forestry and Natural Resources
Research and Development (AA)
 Telecommunications Office (AA)
 Philippine Council for Aquatic & Marine Research & Development (AA)
 Philippine Council for Health Research and Development (AA)
 Philippine Council for Industry & Energy Research & Development (AA)
 Philippine Nuclear Research Institute (AA)
 Philippine Textile Research Institute (AA)
 National Research Council of the Philippines
44
 NGAs with ISO 9001Certified QMS
(Continued)

7. Dept. of Trade and Industry (DTI)

 Bureau of Product Standards (AA)
 Competitiveness Bureau (AA)
 General Administrative Service (D/O)
 Office of the Undersecretary-CWTG
 Construction Industry Authority of the Philippines (AA)
 Construction Manpower Development Foundation (AA)
 Intellectual Property Office – Philippines (AA)
 Philippine Trade Training Center (AA)
 Philippine Contractors Accreditation Board
 Regional Offices except: NCR (RO: 15)

8. Dept. of Justice (DOJ)

 Office of the Solicitor General (AA)

9. Career Executive Service Board (CO)

45
 NGAs with ISO 9001Certified QMS

10. Dept. of Transportation and Communications (DOTC)

 Civil Aeronautics Board (AA)
 Philippine Coast Guard (AA)
 Philippine Ports Authority (AA)

11. Department of National Defense (DND)

 DND Proper (Defense Reform Program Management)
 AFP Procurement Service
 PA Management and Fiscal Office
 PA Finance Center
 PAF 410th Maintenance Wing
 PAF 420th Supply Wing
 Government Arsenal (GA)
 Veterans Memorial Medical Center (VMMC)
 Philippine Military Academy (PMA)
 Philippine Veterans Affairs Office (PVAO)

46
 NGAs with ISO 9001Certified QMS
(Continued)
11. Department of National Defense (DND)
 Philippine Navy – Finance Center,
 PN Personnel Management Center,
 PN Naval Adjutant
 PN Education and Training Center
 PN Cavite Naval Hospital
 National Construction and Engineering Brigade

12. Office of the President of the Philippines (D/O)

13. Presidential Management Staff (PMS)

14. National Economic Development Authority (NEDA)

 Regional Office 1, 2 (RO), CAR

15. Department of Environment and Natural Resources (DENR)

 National Mapping Research and Information Authority (NAMRIA)

47
 NGAs with ISO 9001Certified QMS
(Continued)

16. Cooperative Development Authority (CDA)

17. Civil Service Commission (CSC)

18. Governance Commission for GOCCs (GCG)

19. Department of Social Welfare and Development (DSWD)

 Standards Bureau

20. Housing and Land Use Regulatory Board

21. Department of Budget and Management (Covering all processes in

all offices)

48
 NGAs with ISO 9001Certified QMS
(Continued)

22. Department of Public Works and Highways

 Bureau of Design
 Bureau of Construction
 Bureau of Maintenance
 Bureau of Research and Standards
 Bureau of Equipment
 Bureau of Quality and Safety
Support Services Group
 Administrative and Manpower Management Service
 Comptrollership and Financial Management Service
 Monitoring and Information Service
 Public-Private Partnership
 Procurement Service
 Legal Service
 Internal Audit Service
Regional Offices: NCR & R11 (incl 2 DEOs)
49
GOCCs & GFIs with ISO 9001 Certified QMS
1. Bangko Sentral ng Pilipinas (BSP)
2. Bases Conversion Development Authority
3. Clark Development Corporation (CDC)
4. Clark International Airport Corporation (CIAC)
5. Development Academy of the Philippines (DAP)
6. Development Bank of the Philippines (DBP)
7. DBP Leasing Corporation
8. Duty Free Philippines Corporation
9. Home Development Mutual Fund (Pag-Ibig)
10. Home Guaranty Corporation (HGC)
11. Laguna Lake Development Authority (LLDA)
12. Land Bank of the Philippines (LBP) – includes 77 NCR Branches
13. Manila International Airport Authority: Terminals 1, 2 & 3 (MIAA)
14. National Development Company (NDC)

50
GOCCs & GFIs with ISO 9001 Certified QMS
15. National Electrification Administration
16. National Food Authority – Food Development Center
17. National Grid Corporation (NGC)
18. National Home Mortgage Finance Corporation (NHMFC)
19. National Power Corporation (NPC)
20. National Kidney and Transplant Institute (NKTI)
21. Philippine Children’s Medical Center
22. Philippine Crop Insurance Corporation (PCIC)
23. Philippine Deposit Insurance Corporation (PDIC)
24. Philippine Economic Zone Authority (PEZA)
25. Philippine Health Insurance Corporation (PhilHealth)
26. Philippine International Trading Corporation (PITC)
27. Philippine Mining Development Corporation (PMDC)
28. Philippine National Construction Corporation (PNCC)
29. Philippine Ports Authority (PPA)
51
GOCCs & GFIs with ISO 9001 Certified QMS

30. Philippine Rice Research Institute (PhilRice)

31. PNOC Exploration Corporation (PNOC-EC)
32. Poro Point Management Corporation
33. Power Sector Assets and Liabilities Management Corporation (PSALM)
34. Social Security System (SSS)
35. Small Business Corporation (SBC)
36. Tourism Infrastructure and Enterprise Zone Authority

52
SUCs & LGUs with ISO 9001 Certified QMS
SUCs LGUs
1. Olongapo City, Zambales
1. National Maritime Polytechnic Training
2. Dagupan City, Pangasinan
2. University of the Philippines
3. Calapan City, Oriental Mindoro
 Information Technology Training Center
4. Makati City
 Philippine General Hospital
5. Puerto Princesa City, Palawan
3. Bicol University
6. Angeles City, Pampanga
4. Naval State University
7. Muntinlupa City
5. Cebu State College of Science & Technology
8. San Fernando City, Pampanga
6. University of Antique
9. Tanauan, Batangas
7. University of Makati
10. San Fernando City, La Union
8. Western Visayas College of Science &
11. Provincial Government of Cavite
Technology
12. Provincial Government of Ilocos Norte
9. Northern Negros State College of Science
13. Provincial Government of Pangasinan –
and Technology
Hospital Operations
10. Siquijor State College
14. Provincial Government of Quirino
11. Isabela State University (ISU)
15. Provincial Government of Mindoro
16. ARMM-ORG
53
 Agencies currently working for ISO Certification

1. Region 2 Cluster
• Bureau of Fisheries and Aquatic Resources (BFAR)
• Cagayan State University (CSU)
• Metropolitan Tuguegarao Water District (MTWD)
2. Cordillera Autonomous Region (CAR) Cluster
• National Economic and Development Authority (NEDA)
• Benguet State University (BSU)
3. Region 1 Cluster
• Bureau of Fisheries and Aquatic Resources (BFAR)
• Don Mariano Marcos Memorial State University (DMMMSU)
4. Metropolitan Waterworks and Sewerage System (MWSS)
5. Municipality of Santol, La Union
 Agencies currently working for ISO Certification
(Continued)

7. Department of Transportation and Communications (DOTC)

 Head Office, Civil Aviation Authority of the Philippines (CAAP), Light Rail
Transit Authority (LRTA), Office of Transportation Cooperatives (OTC),
Maritime Industry Authority (MARINA), Manila Metro Rail Transit System
(MRT-3), Land Transportation and Franchising Board (LTFRB), Toll
Regulatory Board (TRB)
8. Cebu Ports Authority
9. Bureau of Immigration (BI)
10. Department of Tourism (DOT)
11. Lung Center of the Philippines (LCP)
12. DA – Bureau of Agriculture and Fisheries Products Standards
13. Far North Luzon General Hospital and Training Center
14. Philippine Charity Sweepstakes Office
15. Bureau of Jail Management and Penology

55
 Agencies currently working for ISO Certification
(Continued)

16. Professional Regulation Commission

17. Don Jose S. Monfort Medical Center Extension Hospital
18. National Housing Authority
19. Philippine Amusement and Gaming Corporation
20. City Government of Quezon
21. Philippine Public Safety College
22. Department of Environment and Natural Resources
23. Department of Foreign Affairs
24. DOF-Bureau of Treasury
25. National Dairy Authority
26. Philippine Fisheries Development Authority
27. John Hay Management Corporation
28. PA-Army Signal Regiment (P)

56
Benefits of
ISO 9001 QMS in
the PUBLIC
SECTOR
 t-Test Results of Perceived Benefits for Implementing
the ISO in Public Sector Services in Taiwan, 2001
Chu, Wang / PUBLIC SECTOR SERVICES IN TAIWAN

Executives Employees
Benefits
Mean SD Mean SD

B1: Promote image of public sector 4.19** 0.60 3.87** 0.86

B2: Improve citizen satisfaction 3.99** 0.67 3.76** 0.85

B3: Improve overall service quality 3.98** 0.69 3.74** 0.87

B4: Better organization design 4.04** 0.64 3.69** 0.89

B5: Enhance administration efficiency 3.80** 0.76 3.58** 0.92

B6: Cost reduction 3.13 0.89 3.13 1.00

B7: Reduce defective rate 3.10 0.89 3.09 0.96

B8: Increase revenue 3.25 0.89 3.03 0.92

Note: The null hypothesis is that the mean is 3, and the alternative hypothesis is that the
mean is greater than 3. **Significant at .01.
 In Indonesia, the advantages were categorized into two:
MACRO-ADVANTAGES MICRO-ADVANTAGES
System is internationally assessed and Work process is clearer in procedure and
recognized responsibility
Office works comply with the standardized QMS Work processes are more effective

System is periodically audited Every staff attempts to work better aimed to

achieve quality goals
There are always continual improvements in Communication among employees are
order to perfect the system better
It can be an attractive factor for investor Archive is well documented and traceable

Source: Indonesian local secretariat office, 2006

 CITY GOVERNMENT OF ANGELES

170,571,118
2009 (As of 2nd Qtr)
231,894,804
2008
174,616,963

2007
121,390,247

2006
71,043,365 ISO 9001
2005 Certification
57,850,311
2004
48,968,338

2003 44,616,000

2002
45,643,000
2001
42,885,903
2000
40,200,946
1999
0.00 50,000,000.00 100,000,000.00 150,000,000.00 200,000,000.00 250,000,000.00
Comparative Collection Report on Business Tax
The Project:

Development of a Quality
Management System
(QMS) Certifiable to ISO
9001:2008 for the
National Irrigation
Administration (NIA)
Development of a
Quality Management
System (QMS)
Certifiable to ISO
9001:2008 for the
National Irrigation
Administration (NIA)
The project aims to assess and enhance
NIA’s current management systems based
on applicable standards/framework, i.e.,
the Government Quality Management
Systems Standards (GQMSS) and ISO
9001:2008 Quality Management System
standards suitable to NIA’s operations.
 Scope of NIA’s QMS for Certification

NIA’s QMS shall reflect the system of the

National Irrigation Administration as the apex
of implementing development and
management of water resources for irrigation
and provision of necessary services to its
clientele.
Scope of NIA’s QMS for Certification
 The NIA quality management system involves
the following major services:

Project Preparation
Construction of Irrigation System
Institutional Development
Operation and Maintenance of NIS
Rehabilitation and Improvement of
Communal System
 3rd Party
Certification Audit

9 Readiness Assessment

8 Management Review
7 Corrective Action
6
Conduct of IQA
5
Training Course on Internal Quality Audit (IQA)
4
QMS Implementation
3 QMS Documentation
2 Training Course on QMS Documentation

1 ISO Orientation

Feb. 2016 – Jun. 2016

 ManCom
(Top Management)

QMR

Deputy QMR

Overall
QMS Core Team

QMS Core Team

Workplace Internal
Training and Document and
Organization Quality
Education Records Control
Team Audit
Committee Committee
Committee
Lead the establishment, implementation, and
monitoring of the QMS
Establish and communicate quality policy
Ensure that quality objectives are established
Communicate the importance of meeting customer
requirements
Determine and provide necessary resources and
ensure that they are adequately available
Conduct Management review meetings
What does it take?
What does it take?
Roles and Responsibilities of Quality
Management Representative (QMR)

oOversees the establishment,

documentation, and effective
implementation of the QMS;

oActs as liaison with external parties on

matters relating to NIA’s QMS;
What does it take?
What does it take?
Roles and Responsibilities of Quality
Management Representative (QMR)

oEnsures that procedures for IQA, Management

Review, Corrective, and Preventive Actions are
established and implemented

oReports QMS performance to Top Management

for review and continual improvement
What does it take?
What does it take?
Roles and Responsibilities of Deputy
QMR

oAssists the QMR in performing assigned duties

and responsibilities

oAssumes responsibility of the QMR in his/her

absence
What does it take?
What does it take?
Document and Records Team

• Consolidates all the documentation requirements

using NIA’s format for Quality Manual and
Procedures and Work Instructions

• Maintains master copies and masterlist of the

Quality Manual and Procedures and Work
Instructions, as well as, the masterlist of
externally generated documents and
references
What does it take?
What does it take?
Document and Records Team

• Issues and controls distribution of the Quality

Manual and Procedures and Work Instructions

• Ensures that the NIA’s document control

procedure conforms to ISO 9001:2008
What does it take?
What does it take?
Document and Records Team

• Coordinates enhancement of the Records

Management Procedure

• Closely coordinates with division/department

heads on all matters concerning Records
Management
What does it take?
What does it take?
Training and Education Team

• Plans and coordinates awareness-building sessions

on the concepts, principles, and requirements of
ISO 9001:2008 and other relevant approaches (i.e.,
5S and WIT) in order to promote understanding,
active participation, commitment, and cooperation
towards the establishment and sustainability of the
NIA’s QMS
What does it take?
What does it take?
Workplace Organization Team

• Ensures that the work environment needed to

achieve conformity to product and service
requirements are managed

• Ensures consistent implementation of 5S Good

Housekeeping

• Monitors and assesses workplace cleanliness,

orderliness, and safety
What does it take?
What does it take?
Internal Quality Audit Team

• Coordinates, facilitates the establishment, and

conducts and monitors the implementation of the
QMS Audit Program
• Identifies the necessary resources for managing the
QMS Audit Program
• Provides criteria for the selection of QMS auditors
• Coordinates and provides inputs to the selection
and training of QMS Auditors
• Active involvement and
participation in all ISO-QMS
related activities
Learning while doing


Step-by-step technical
guidance/coaching
 Capability building for the
counterpart team
 Documented QMS
 Established quality procedures
 QMS certifiable to ISO 9001:2008
 Mechanisms to sustain the QMS
• Top management commitment

• Core team commitment

• Organization-wide employee
participation, cooperation, and support

• Proper time management

• Close coordination
ISO 9001:
Basic foundation towards
Excellence PQA

TQM

ISO ISO 9004

Management
Systems
Performance
Management Excellence
Performance Quality
Process Improvement
Quality
STATEMENT OF COMMITMENT

We, the Key Officers and Personnel of the NIA,

affirm our unified commitment to fulfill our roles and
responsibilities, as defined, but not limited to the
provisions of ISO 9001 Quality Management System
standards, to establish, effectively implement, and
maintain the NIA-Certified Quality Management
System
Thank you!