Republic of the Philippines

METROPOLITAN NAGA WATER DISTRICT

40 J. Miranda Avenue, Naga City
www.mnwd.gov.ph

QUALITY
MANAGEMENT
SYSTEM

MANUAL
ISO 9001:2015

2018
Revision Status
This list identifies the revisions made in this section. The date refers to the date this section
was made effective and implemented and not to the date the document was signed or printed.
Date of
Rev.
Pages Details Issuance and
No.
Effectivity
00 All First issuance / release of procedures Sept. 3, 2018

Prepared by: Reviewed by: Approved by:

MARICEL F. ALINARTE VICENTE ANICETO D. RUBIO VIRGILIO B. LUANSING I

Senior Internal Control Division Manager A General Manager A
Officer A

Metropolitan Naga Water District Quality Management System.

 METROPOLITAN NAGA WATER DISTRICT Document Code: QMP01
Revision No.: 00
QUALITY MANAGEMENT Effectivity Date: Sept 3, 2018
SYSTEM MANUAL Page No.: Page 0 of 23

TABLE OF CONTENTS Page No.

Preface/Message from the General Manager 1
1.0 Introduction 2
2.0 References 3
3.0 Terms and Definition 3
4.0 MNWD Profile 3
4.1 Mandate 3
4.2 Vision 3
4.3 Mission 3
4.4 Values 4
4.5 MNWD Quality Management System 4
4.5.1 Understanding the Organization and Its Context 4
4.5.2 Stakeholders Issues and Requirements 5
4.5.3 The Scope of the Quality Management System 7
4.5.4 Quality Management System and Its Processes 9
4.5.4.1 General Business Process Map 9
4.5.4.2 Management Processes 9
4.5.4.3 Core Processes 10
4.5.4.4 Support Processes 11
5.0 Leadership 12
5.1 Leadership and Commitment 12
5.2 Quality Policy 13
5.3 Organizational Roles, Responsibilities and authorities 13
6.0 Planning 15
6.1 Actions to Address Risks and Opportunities 15
6.2 Quality Objectives and Planning to Achieve Them 16
6.3 Planning of changes 16
7.0 Support 17
7.1 Resources 17
7.2 Competence 17
7.3 Awareness 17
7.4 Communication 18
7.5 Documented Information 18
8.0 Operation 19
8.1 Operational Planning and Control 19
8.2 Requirement for Product and Services 19
8.3 Design and Development Of Products and Services 20

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 METROPOLITAN NAGA WATER DISTRICT Document Code: QMP01
Revision No.: 00
QUALITY MANAGEMENT Effectivity Date: Sept 3, 2018
SYSTEM MANUAL Page No.: Page 1 of 23

9.0 Performance Evaluation 20

9.1 Monitoring, Measurement, Analysis and Evaluation 20

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 9.2 Internal Audit 20
9.3 Management Review 20
10.0 Improvement 22
10.1 Nonconformity and corrective action 22
10.2 Continual Improvement 22
ANNEX
A. Organizational Structure 23
 PREFACE/MESSAGE FROM THE GENERAL MANAGER

The Metropolitan Naga Water District (MNWD) family through the Board of

Directors and Management expresses its profound gratitude to the people behind the

implementation of its Quality Management System certifiable to International

Organization for Standardization (ISO) 9001:2015. We look forward to the continual

improvement of our basic water supply and wastewater management services through fast

and technologically suited performance of its mandated functions geared towards the

improvement of the living standards of the people within our service coverage area.

This manual shall provide guidance to all employees, may they be incumbents or

newly hired, in the performance of respective duties and responsibilities, anchored on the

MNWD’s advocacies of honesty, excellence, accountability, respect and teamwork

towards nature protection and water resources conservation imbued with integrity and

professionalism.

It is with profound optimism that the MNWD Board of Directors and

Management shall adequately provide strategic policy directions to ensure that core

processes are appropriately interfaced focusing on customers and other stakeholders

satisfaction, with support services strictly complied with in adherence to the requirements

of statutory and regulatory functions.

Let us work together for the smooth implementation of our Quality Management

System and ensure its sustainability as a culture and way of life for the MNWD

community.

1. INTRODUCTION

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 In compliance with Executive Order (EO) No. 605, Institutionalizing the Structure,
Mechanisms, and Standards to Implement the Government Quality Management
Program, Amending for the Purpose Administrative Order No. 161, s. 2006, which was
issued to effect improvement in public sector performance by ensuring the consistency of
products and services through quality processes, the Metropolitan Naga Water District
(MNWD) shall undertake the establishment of a Quality Management System (QMS)
certifiable to the ISO 9001:2015 standard. The ISO 9001:2015 shall provide a globally
recognized standard that would transform MNWD’s current management system to a
certifiable QMS.

The MNWD-QMS shall be in compliance with the Inter-Agency Task Force on the
Harmonization of National Government Performance Monitoring, Information and
Reporting Systems Memorandum Circular No. 2016-1 setting the Performance Targets
for CY 2016. The MNWD is classified as Category “A” Water District under the Revised
Local Water District Manual on Categorization and Re-categorization (LWD-MACRO).

The MNWD-QMS shall define the interrelated/interacting elements that allow the
organization to establish its policy and objectives related to quality and to achieve those
objectives.

It shall ensure operational and cost reduction benefits through the delivery of mandated
functions with the establishment of a system of control for non-conforming services and
performance of an internal quality audit. Documents and records management is better
controlled with the strict implementation of established procedures. Enhanced knowledge
and understanding of basic processes and procedures of the different operating and
support units of the MNWD will result to improved staff discipline and capability.

The commitment of management to provide necessary resources such as competent

human resources, good working environment and well-maintained infrastructure shall
result to a more transparent and improved management system, thereby, maintaining the
trust and confidence of customers and the general public. Eventually, this proposed
undertaking of Management will translate to cost reduction and/or savings as a result of
efficient and contented workforce.

2. REFERENCES

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 The following documents (ISO 9000:2015, Quality Management Systems - Fundamentals
and Vocabulary, in whole or in part, are normatively referenced in this document and are
indispensable for its application. For date references, only the edition cited applies. For
updated references, the latest edition of the referenced document (including any
amendments apply.

3. TERMS AND DEFINITION

For the purpose of this document, the terms and definitions given in ISO 9000:2015
apply.

4. MNWD PROFILE

4.1. MANDATE

Pursuant to Section 5 and 6 of Presidential Decree (PD) No. 198, otherwise

known and referred to as the "Provincial Water Utilities Act of 1973", Local
Water Districts may be formed for the purpose of (a) acquiring, installing,
improving, maintaining and operating water supply and distribution systems for
domestic, industrial, municipal and agricultural uses for residents and lands
within the boundaries of such districts, (b) providing, maintaining and operating
wastewater collection, treatment and disposal facilities, and (c) conducting such
other functions and operations incidental to water resource development,
utilization and disposal within such districts, as are necessary or incidental to
said purpose.

“An organization full of dynamism working for the improvement of the living
standards of the people through fast and technologically suitable water services
characterized by the basic values of team work, integrity and professionalism
advocating nature protection and water resources conservation” shall serve as the
MNWD’s guiding principle in the performance of its basic mandate of Level III
Water Supply for the City of Naga and the neighboring Municipalities of
Canaman, Camaligan, Gainza, Magarao and Milaor, all of Camarines Sur.

Also, the MNWD ensures that water production from its water resources, springs
and production wells, complies with the parameters set forth by the Philippine
National Standards for Drinking Water (PNSDW) and the water safety parameters
by the Department of Health (DOH) and World Health Organization (WHO).

4.2. VISION

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 A dynamic water district contributing to the improvement of the living standards
of the people.

4.3. MISSION

To provide fast and technologically suitable water services within our service
coverage area.

4.4. VALUES

A well-organized team advocating Honesty, Excellence, Accountability, Respect,

and Teamwork (HEART) towards nature protection and water resources
conservation imbued with integrity and professionalism.

4.5. MNWD QUALITY MANGEMENT SYSTEM

4.5.1. UNDERSTANDING THE ORGANIZATION AND ITS CONTEXT

To attain the vision, mission, goals and objectives of MNWD, identification of

stakeholders and their requirements relative to internal issues such as
organizations values, culture, knowledge and performance and external issues
categorized into political, economic, social, technology, legal and environmental
and its impact whether international, national, regional or local are being
considered. Relative to the scope of the QMS, strengths, weaknesses,
opportunities and threats (SWOT) Analysis Matrix is hereunder presented:

Monitoring and review as to the applicability and usefulness of the certain issues
identified should be done at least once a year during Management Review to
updates the SWOT Analysis Matrix of MNWD.

4.5.2. STAKEHOLDERS ISSUES AND REQUIREMENTS

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Enumerated hereunder are the identified stakeholders, descriptions and their
requirements in relation to the products and services of the MNWD, to wit:

a.) Customers – water users for residential, commercial/industrial and

institutional purposes are the primary customers of the MNWD.

The requirement of these customers is to be provided with potable water at the

right quantity, quality and at the right time. Concerns of respective consumers
are addressed to by the MNWD frontline services and technical personnel.

b.) Employees – all employees whether permanent or casual deriving benefits or

compensation from the MNWD for the performance of their duties in relation
to the operations of the MNWD. They are required to comply with policies,
rules and procedures of the MNWD and expect to be paid on time at just
compensation. Employees concern are addressed to by the HRD.

c.) External Service Providers – include infrastructure contractors, providers of

office supplies, construction materials, equipment, consultant, retainers, and
other necessary inputs/services for the operation of MNWD’s basic services.

Performance of external service providers are monitored by respective

division and required to comply with MNWD standards and specifications.

They expect to be paid on time based on their accomplishment and deliveries.

d.) Board of Directors – the MNWD BOD provide policy direction for the
administration and operation of procedures and work instructions for the
satisfaction of customers and other stakeholders.

e.) Regulatory Agencies – include National and Local Government Agencies

requiring compliance to requirements for registration, permitting,
environmental compliance and other regulatory or reportorial procedures by
the MNWD.

These agencies include the Land Transportation Office (LTO) for registration
of vehicles; BIR for authority to print official receipts; Civil Service
Commission (CSC) for appointments, Department of Environment and
Natural Resources (DENR) for Environmental Compliance Certificates; DOH
for laboratory accreditation and Water Safety Plan (WSP) approval; National
Water Resources Board (NWRB) for water permits; Local Government Units
(LGUs) and Department of Public Works and Highways (DPWH) for
building; excavation and other permitting requirements; Local Water Utilities
Administration (LWUA), COA, DBM, BIR and other agencies for reportorial
requirements.

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f.) Agencies Providing Statutory Services – Agencies such as the GSIS for
building and vehicle insurance including employees premium contributions
and loan amortizations; Home Development Mutual Fund Pag-IBIG
(HDMF/PAG-IBIG) for payment of employees contributions and loan
amortizations and Philippine Health Insurance Corporation (PhilHealth) for
employees health benefits.

The MNWD remits its payments for insurance premiums and counterpart
contributions for GSIS, HDMF and PhilHealth. It is expected by the MNWD
and its employees that benefits are released on time and justly.

g.) Conservation Farming Communities – these are the communities adjacent

to the MNWD watershed inside Mt. Isarog Natural Park (MINP). They are the
MNWD’s partners in the rehabilitation, maintenance and protection of its
watershed resources with some of them directly hired as Mt. Isarog Guardians
(MIGs).

They expect to be provided with alternative livelihood assistance through

various Government and Non-Government Organizations (NGOs) tapped by
the MNWD for the said purpose.

h.) MNWD Laboratory Customers – customers of the MNWD Laboratory

includes water refilling stations, private and government entities requiring
water quality analysis.

These customers require laboratory test results to be released on time and at

reasonable cost.

i.) Private Lot Owners – they are the owners of lands traversed by the
waterlines of the MNWD.

These landowners require payment of their properties or products which may

be damaged or acquired by the MNWD in the performance of its basic
services.

j.) End-User Division – the input and output process of the MNWD requires the
interaction of the different Divisions of the Organization.

The inter-dependence of these Divisions require that predecessor activities

undertaken by one particular Division must be performed on time in
accordance with standards and specifications for the succeeding process by the
next Division to ensure customer satisfaction.

k.) Subdivision Developers – are subdivision developers with intent to

interconnect their water supply network to the MNWD water supply system.

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 Upon payment of the required schedule of fees and transfer of their water
system to MNWD they expect to be supplied with water services for their Lot
owners and buyers.

Issues and requirements on the above cited stakeholders should be monitor and
review at least once a year during the Management Review.

4.5.3. THE SCOPE OF THE QUALITY MANAGEMENT SYSTEM

The MNWD QMS scope includes the interaction of the management, core and
support processes as described in section 3.4.1 of the Business Process Model. All
the ISO 9001:2015 standard requirements are applicable to the Conformity
Assessment Bodies (CAB) QMS.

The MNWD has determined the scope of its QMS based on its identified issues of
concern, requirements of its clients and relevant interested parties, and in
consideration of its products and services, as follows:

“Provision of Services on Water Resource Development, Water Supply and

Distribution”

Implemented at its business office located at

#40 J. Miranda Avenue, Concepcion Pequeña, Naga City and its Twenty Six (26)
Pumping Stations Three (3) Reservoir and Four (4) Springs located at:

Establishment
1. Almeda Pumping Station
2. Canaman Pumping Station
3. Capilihan Pumping Station
4. Carangcang Pumping Station
5. Cararayan I Pumping Station
6. Cararayan II Pumping Station
7. Cararayan III Pumping Station
8. Carolina I Pumping Station
9. Carolina II Pumping Station
10. Del Rosario Pumping Station
11. Monte Cielo Pumping Station
12. Pacol I Pumping Station
13. Pacol II Pumping Station
14. Pacol III Pumping Station
15. Panicuason Pumping Station
Address
National Hi-Way Barangay Concepcion Grande, Naga
City, Camarines Sur
Barangay Pang-Pang, Canaman, Camarines Sur
Capilihan St., Barangay Capilihan, Naga City
Barangay Carangcang, Magarao, Camarines Sur
Sitio San Rafael, Barangay Cararayan, Naga City,
Camarines Sur
Sitio Langon, Barangay Cararayan, Naga City,
Camarines Sur
Sitio Pasto, Barangay Cararayan, Naga City, Camarines
Sur
Km. 10, Barangay Carolina, Naga City, Camarines Sur
Sitio Caromatig, Barangay Carolina, Naga City,
Camarines Sur
Zone 1, Del Rosario, Naga City, Camarines Sur
Monte Cielo Subdivision, Concepcion Grande, Naga
City, Camarines Sur
Km. 7, Pacol, Naga City, Camarines Sur
Km. 9, Pacol, Naga City, Camarines Sur
Caceres Heights Subdivision, Barangay, Pacol, Naga
City, Camarines Sur
Barangay Panicuason, Naga City, Camarines Sur

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16. Prieto Pumping Station
17. San Agustin Pumping Station
18. San Felipe I Pumping Station
19. San Felipe II Pumping Station
20. San Felipe III Pumping Station
21. San Isidro I Pumping Station
22. San Isidro II Pumping Station
23. Magdalena Pumping Station
24. Sta. Lucia Pumping Station
25. Villa Sorabella Pumping
Station
26. Jardin Real Pumping Station
27. Mabulo Reservoir
28. San Agustin Reservoir
29. Camaligan Reservoir
30. Asupre Spring
31. Kalinisan Spring
32. Rumangrap Spring
33. Anayan Spring & HSB
Naga City Supermarket, Prieto Street, Naga City,
Camarines Sur
Barangay San Agustin, Canaman, Camarines Sur
Zone 5, Barangay San Felipe, Naga City, Camarines Sur
Fausto Drive, Barangay San Felipe, Naga City,
Camarines Sur
Km. 5, San Felipe, Naga City, Camarines Sur
Barangay San Isidro, Naga City, Camarines Sur
Km. 9, Barangay Pacol, Naga City, Camarines Sur
Sitio Magdalena Subdivision Barangay Concepcion
Grande, Naga City, Camarines Sur
Sitio Bagong Sirang, Barangay Sta. Lucia, Magarao,
Camarines Sur
3rd St. Villa Sorabella Subdivision Concepcion Grande,
Naga City, Camarines Sur
Jardin Real Subdivision, Barangay Concepcion Grande,
Naga City
Mabulo Drive, Barangay Mabulo, Naga City, Camarines
Sur
Barangay San Agustin, Canaman, Camarines Sur
Barangay San Roque, Camaligan, Camarines Sur
Barangay Panicuason, Naga City
Barangay Panicuason, Naga City
Curry, Pili, Camarines Sur
Del Rosario, Pili, Camarines Sur

The scope of the MNWD QMS covers the core processes as shown in the
Business Process Map of Scope. The core processes of the MNWD in pursuit of
its basic mandate is anchored on water supply and distribution, water resource
development, utilization and disposal including wastewater collection, treatment
and disposal. However, for purposes of this initial MNWD QMS, processes
involved for wastewater facilities and services will not form part of the core
processes pending the completion of the septage treatment facility.
4.5.4. QUALITY MANAGEMENT SYSTEM AND ITS PROCESSES

4.5.4.1. GENERAL BUSINESS PROCESS MAP

The MNWD is a Government Owned and Controlled Corporation (GOCC)

mandated to provide potable water supply services to its consumers or
water users within its service coverage area. The General Business Process
Map focusing on the three (3) major core processes of the MNWD and the
Support Services including management processes are hereunder
presented.

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 4.5.4.2. MANAGEMENT PROCESS

4.5.4.2.1. POLICY IMPLEMENTATION

Provisions, internal policies, directives, orders, regulations, rules

and other issuances formulated and adopted are communicated and
implemented through issuance of board resolutions, memoranda or
office orders. The division/s and/or personnel concerned is being
furnished for the implementation or disposition of the said policies.

4.5.4.2.2. SUPERVISION AND CONTROL

Supervision and control is done through Management

Committee Meetings, dialogue with respective Division
Managers and Section Heads and coaching of respective
employees to contribute to the effectiveness of the
Quality Management System and achieved its intended
objectives in conformance with needs of the MNWD. It
also includes monitoring to ensure implementation and

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 outputs are in accordance with the approved plans,
programs and activities towards achievement of
MNWD goals and directions.

4.5.4.2.3. STRATEGIC PLANNING

The major MNWD plans, programs and projects are in

consonance with the six (6) key result areas, namely: (1)
Leadership and Public Trust (2) Financial Sustainability
(3) Project Reliability (4) Water Supply (5) Power and
(6) Replenishment. Under each KRA, management
identifies important strategic issues together with
strategic objectives and eventually develop an action
plan necessary to achieve each objectives.

Strategic planning and development of five year

corporate business plan serves as a basis for other
planning activities particularly in Annual Budget
preparation to address priority issues and concerns
within its financial resources and capabilities and that
MNWD promotes process approach, applies risk-based
thinking and ensure availability of resources focused in
enhancing customer satisfaction. Annual review is
conducted simultaneous with the budget preparation for
the succeeding year.

4.5.4.3.CORE PROCESS

The processes in Water Resource Development including its

requirements for the issuance of Water Permit from the National
Water Resources Board (NWRB) and Environmental Compliance
Certificate (ECC) from the Department of Environment and
Natural Resources-Environmental Management Bureau (DENR-
EMB) represents the starting point for the water service delivery of
MNWD Please refer to procedure details in the EEDP02.

Watershed rehabilitation and development plays a vital role in the

sustainability of water resources development. The various stages
and processes involved in this particular phase of the core process
shows measurement, analysis, monitoring and evaluation
instruments necessary to fulfill expectations, EEDP01.

Another important phase in water resource development is the

construction or project implementation of various infrastructure
and related structures for water supply and other capital
expenditure projects of the MNWD as indicated in EEDP02. Upon

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 completion of any water supply project, water quality analysis
needs to be conducted prior to its turnover to the end-user
Division(s), PDP02.

The Water Production and Quality Services being the centerpiece

of the basic mandate of the MNWD shall ensure that water is
distributed to the MNWD service coverage through the operation
of production wells, spring sources, and reservoirs. All these
facilities are operated by experienced, well-trained and competent
pump operators and caretakers of the Production Department.
Standard pump operating procedures PDP01 are strictly followed
to ensure that water coming from different sources is free from
contaminants, sand, sediments and other particles hazardous to
health before the same is injected to the MNWD water supply
network.

The contribution and involvement of WDRD to the MNWD’s goal

is to ensure customer’s access to water, and its reliability of service
from the tapping point to the household connection geared towards
customers’ satisfaction through the processing of Water Service
Application and Installation Order (WSAIO) and Action
Implementation Orders (AIOs), PAMDP05.

The PLC&NRWMD is tasked with the Improvement of Waterlines

PAMD01, Leakage Control PAMD02, Maintenance of
Transmission Lines PAMD03, and Non-Revenue Water
Management PAMD04 in the existing water system of MNWD.

4.5.4.4. SUPPORT PROCESS

Support processes are:

4.5.4.4.1. Human Development: Recruitment Selection and
Placement ASDP05, Learning and Development
ASDP06, Rewards and Recognition ASDP07 and
Performance Management ASDP08.

4.5.4.4.2. Management Support Services include: Data Storage and

Back-up OGM01, Hardware Software Maintenance
OGM02, Software Development OGM03, Record
Keeping OGMP04, and Community Relations and
External Affairs OGMP05.

4.5.4.4.3. Customer Services support processes include: Meter

Reading CSDP01, Billing CSDP02, New Service

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 Connection/ Investigation and
Disconnection/Reconnection CSDP03,
Disconnection/Re-connection CSDP04 and Customer
Care CSDP05.

4.5.4.4.4. Financial Management Services support processes

include: Accounting FDP01, Budgeting FDP02,
Collection FDP03 and Disbursement FDP04.

4.5.4.4.5. General Services, Property & Materials Management

Division support processes include: Property and Supply
Management ASDP01, Procurement ASDP02, External
Providers ASDP03 and Administrative & General
Services ASDP04.

5. LEADERSHIP

5.1. LEADERSHIP AND COMMITMENT

The MNWD Board of Directors and Top Management are responsible for
implementing the QMS. It includes the improvement and disposition of quality
policy, quality objectives and specific plans that are customer focused. It is also
the Top Management’s responsibility to lead and govern activities whereby
related to the MNWD processes including interpreting strategic decision,
responsibility, authority, and communication to assure the safety and effectiveness
of performance that address customers concerns relative to applicable statutory
and regulatory requirements, risk and opportunities that can affect conformity of
the service and enhancing customer satisfaction.
The commitment is defined by the MNWD Corporate Policies and Objectives to
which the Top Management commits to implement and develop the QMS.
MNWD ensures that the policies are understood, implemented and maintained
throughout all levels of the organization through printed distribution of policy,
statements and corporate level improvement objectives. Employees on the other
hand are communicated with the MNWD mission, vision, strategy, policies and
processes in order to develop and support shared values of fairness and ethical
behaviour, form a culture of trust and integrity, urge commitment to quality,
provide people with required resources, training and authority to act with
accountability and inspire, encourage and recognize people’s contribution.

5.2. QUALITY POLICY

We are devoted to the development of sustainable water supply within the

MNWD service coverage area;

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 We shall provide safe, adequate and affordable potable water to our customers and
other stakeholders through maintenance of watersheds, environmental protection
and wastewater management; and,
We are an institutionally efficient and financially viable water utility; we pledge to
continually improve our services in compliance with statutory, regulatory and ISO
9001:2015 requirements.

5.3. ORGANIZATIONAL ROLES, RESPONSIBILITIES AND AUTHORITIES

TOP MANAGEMENT

QMS LEADER

ISO
QUALITY WORKPLACE TRAINING AND
DOCUMENTATION/
TEAM ADVOCACY TEAM
SECRETARIAT

EMPLOYEES

5.3.1. ROLES AND RESPONSIBILITIES OF TOP MANAGEMENT

- Leads the establishment, implementation, and monitoring of the QMS.

- Ensures effectiveness of the QMS through risk-based thinking.
- Establishes and communicates the quality policy;
- Ensures that the quality objectives are established;
- Communicates the importance of meeting customer requirements;
- Determines and provides necessary resources and ensures that they are
adequately available; and,
- Conducts Management Review (MR) meetings.

5.3.2. ROLES AND RESPONSIBILITIES OF QMS LEADER

- Oversees the establishment, documentation, and effective

implementation of the QMS.
- Promotes risk-based thinking in overseeing the effectiveness of the QMS.

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 - Acts as liaison with external parties on matters related to the QMS.
- Ensures that procedures for IQA MR, and Corrective Actions are
established and implemented.
- Reports QMS performance to Top Management for review and continual
improvement.

5.3.3. ROLES AND RESPONSIBILITIES OF THE QUALITY

WORKPLACE TEAM THROUGH THE WATER SAFETY PLAN
TEAM AND THE WORK IMPROVEMENT TEAMS (WITS):

- Ensures that the environment for the operation of processes needed to

achieve conformity to service requirements is managed.
- Ensures consistent implementation of 5S programs.
- Monitors and assesses workplace cleanliness, orderliness, and safety.

5.3.4. ROLES AND RESPONSIBILITIES OF THE TRAINING &

ADVOCACY TEAM UNDER THE LEADERSHIP OF THE HRD
DULY ASSISTED BY THE WITS:

- Provides administrative support in terms of training and Advocacy for

the successful implementation and sustenance of the QMS.
- Plans and coordinates effective deployment and efficient use of resources
in line with training and advocacy activities.
- Plans and coordinates echoing/cascading sessions on QMS related
training.
5.3.5. ROLES AND RESPONSIBILITIES OF THE IQA TEAM HEADED
BY THE OGM DULY ASSISTED BY THE PMT AND THE WITS:

- Determines conformance of the QMS to the requirements of ISO

9001:2015, based on planned arrangements.
- Determines successful implementation of the QMS.
- Provides inputs during management review on the results of the IQA.
- Monitors the implementation of corrective and preventive actions for any
nonconformities raised during the audits.

5.3.6. ROLES AND RESPONSIBILITIES OF THE ISO-QMS

SECRETARIAT / DOCUMENTATION TEAM

- Provides administrative support for successful QMS implementation until

attainment of ISO 9001:2015 certification.
- Facilitates the delivery of specific outputs in line with the QMS.
- Plans and coordinates effective deployment and efficient use of human,
financial, and other physical resources for the QMS.

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 - Ensures that the requirements for maintaining and retaining documented
information are established and implemented.

5.3.7. ROLES AND RESPONSIBILITIES OF THE EMPLOYEES

- Active involvement and participation in all ISO-QMS related activities.

- Sincere commitment in working together with the ISO Core Team
towards continual improvement of the management systems.

6. PLANNING

6.1. ACTIONS TO ADDRESS RISK AND OPPORTUNITIES

Identification of risk and opportunities as well as other factors in the context of the
organization is being considered in the preparation of action plans and budget of
MNWD. Identified risks during the implementation of the plan shall be addressed
to prevent or minimize undesirable effects and identified opportunities are being
noted for management consideration. Updates for consolidation and monitoring of
risk and opportunities is done during the management review as well as the
assessment of the effectiveness of the action taken to address risk and
opportunities and possible improvement.

6.2. QUALITY OBJECTIVES AND PLANNING TO ACHIEVE THEM

The Quality Objectives of MNWD are based on the mandates of a water district
and the priorities set by the Board of Directors and Management. It aims to
continually improve the operation and services of the agency including
enhancement of customers and other stakeholders’ satisfaction.

The Top Management, during the annual planning, establishes quality objectives
of the organization, where information and data from customer
feedbacks/complaints, defined customer needs and expectations and suppliers
performance are considered. Departments/Divisions/Sections are tasked to
generate plans for Quality Objectives using these factors where objectives, plans
of activities, budget, timeframe, responsible unit/person, resources, potential
barriers, and communication plan. It is the Department/Division Manager’s
responsibility to monitor the performance of the MNWD against the Quality
Objectives set forth for the current calendar year. Data collected will be
consolidated, analysed and presented to the management. Results will be used in
determining/refinement of MNWD’s objectives and plans for the next calendar
year, including updates and revision of plans.

6.3. PLANNING OF CHANGES

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 MNWD determines the need for changes to the quality management system and is
carried out in a planned manner to which there are factors to be considered, to wit:

a.) The purpose of the changes and their potential consequences – MNWD
define risks, opportunities, and its corresponding plan of action to be
carried out.

b.) The integrity of the quality management system – MNWD, pledged to

continually improve its services, ensures that objectives, policies, and
processes set forth in the quality management system and objectives
are met and constant;

c.) The availability of resources – MNWD determines and provides

resources needed for the implementation, maintenance, improvement
and fulfilment of the QMS and Quality Objectives. This includes, but
not limited to human resource, materials, training, work environment,
and infrastructures, and;

d.) The allocation or relocation of responsibilities and authorities –

MNWD, with the help of the Quality Standard Manual, identify roles
to attain the water district’s Quality Objectives and continually
improve the QMS. MNWD ensures that these roles are fully
understood by its employees for the effectively perform these roles,
support others, collectively aims and coordinates activities for the
achievement of the water district’s goals.

7. SUPPORT

7.1. RESOURCES

The management during budget setting and preparation determines the adequacy
of resources for the effective implementation of the quality management system
including the operation of its processes, achievement of its plans and objectives,
conformity of products and services to ensure customer satisfaction. These
resources includes trained employees, facilities, machinery, infrastructures and
suitable working environment to carry out the desired result and satisfaction for
both MNWD and its stakeholders.

7.2. COMPETENCE

The Qualification Standard Manual prescribed by the Civil Service Commission

(CSC) Program to Institutionalize Meritocracy and Excellence in Human
Resource Management (PRIME-HRM) shall be the guide by MNWD to determine
appropriate education, experience, training, skills and all required competencies
for each work assignment necessary to carry out the QMS. Potential employees

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 are evaluated through the screening process and/or by their Individual
Performance Commitment and Review (IPCR).

The Human Resource Division (HRD) administers employee programs such as

but not limited to recruitment, selection and placement, learning and development,
performance management, and rewards and recognition. Department/Division
Heads identifies the training and development needs of employees and is
coordinated to the HRD to be reviewed and implemented. After which, its
effectiveness will be assessed.

7.3. AWARENESS

The importance of the quality policy, respective department/division processes,

relevant quality objectives, their contribution to the effectiveness, including the
benefits of improved performance and its implications of not conforming to the
requirements of quality management system are duly presented, communicated,
and reviewed to all employees. This is to ensure understanding of their
responsibilities and awareness of the relevance of their contribution to the
attainment of MNWD’s Quality Objectives and Targets.

7.4. COMMUNICATION

Board directives and resolutions, including Management memoranda are cascaded

through a Communication Process to ensure that the quality management system
is implemented effectively. An appropriate system for consultation that applies to
the organizational employee relations is being made through established
documented information. All Department/Division Heads and Supervisors are
responsible for establishing internal communications as needed but observing
proper protocols. Meetings, training workshops, bulletin boards and other forms
are various mediums that may be used to disseminate and communicate the
effectiveness of the quality management system. These are recorded as evidence
of compliance and commitment to continual improvement.

The MNWD shall also determine the internal and external communication
relevant to the quality management system to include the following:

a.) What it will communicate;

b.) When to communicate;

c.) With whom to communicate;

d.) How to communicate, and;

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 e.) Who communicates;

7.5. DOCUMENTED INFORMATION

The MNWD documented information hierarchy is as shown hereunder:

Monitoring,
distribution, control and updating of procedures and work instructions within the
Quality Manual and PAWIM shall be reviewed and approved for adequacy by
authorized personnel prior to use. A revision history is maintained by the
Document Control Officer (DCO) and shall be available to all as top prevent the
use of inconsistent, invalid or obsolete documented information. Only the latest
issues of documented information are available at locations where business
operations are performed.

8. OPERATION

8.1. OPERATIONAL PLANNING AND CONTROL

As described and enumerated in sections of 4.5.4 Quality Management System and

Its Process, implemented processes of MNWD are documented in the Procedures
and Work Instructions Manual of respective Operating Units which includes
purpose and scope of the procedure, responsibilities, and authorities, procedures
which determines the input or resources needed, criteria for processes to achieve
conformity to the service requirements. Continual improvement is always a
consideration to meet the requirements of the customer, however, MNWD shall
determine the needs for changes of procedures, a review of the consequences to
mitigate or avoid adverse effect might be considered.

8.2. REQUIREMENT FOR PRODUCT AND SERVICES

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 The Metropolitan Naga Water District shall ensure it adherence to the requirements
specified by its statutory and regulatory bodies such as COA, DBM, LWUA,
NWRB and DENR, for efficient delivery of its products and services.

Employees and customers can access information thru the established information
dissemination materials in its official social media publications such as website and
facebook page bulletin boards and information boards established at the conspicious
places within the office premissess.

The officer of the day shall be assigned to handle directly customers reports,
complaints and queries. The MNWD Comand Center (ComCen) operates 24/7 to
cater the customers complaints and reports on leaks and repairs and sent appropriate
stand by personnel to respond to the customers needs. Custumers transactions
business with the different divisions within MNWD shall be handle by the personel
incharged respectively.

The review of the requirements for the products and services as well as the contract
for outsourcing products and services from outside suppliers shall be handle by the
Materials and Supply Management Division.
8.3. DESIGN AND DEVELOPMENT OF PRODUCTS AND SERVICES

Clause 8.3 for Design and Development of the standard is excluded in this office
QMS with water being a natural resource, hence, the design for the service shall in
compliance with the Philippine National Standards for Drinking Water set by the
government regulatory agencies such as LWUA, DOH and DENR. The
organization's established Procedures and Work Instructions shall ensure that all the
services rendered are in compliance with the requirements of the customer and other
stakeholders.

9. PERFORMANCE EVALUATION

9.1. MONITORING, MEASUREMENT, ANALYSIS AND EVALUATION

The MNWD monitors the implementation of projects through the conduct of

periodic assessment at different stages of the project, gathering of feedbacks and
perceptions from stakeholders through Customer Feedback Forms, Performance
Monitoring and comments and suggestions to improve the delivery of service.

Gantt charts, graphs, trends and variance analysis are the most common tools used
for data analysis depending on the information needs of management.

Continual improvement is part and parcel of the quality policy of MNWD and
should appropriately be addressed by Management during performance review
meetings.

9.2. INTERNAL AUDIT

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 The objective of internal audit is to determine MNWD compliance to ISO
9001:2015, its quality management system, and it’s contractual and regulatory
requirements including customer requirements and effectiveness in meeting set
objectives. This activity shall be done on a planned arrangements through
interviews, examination of documents and records and observation of activities
and condition. The results shall be reported to the relevant management for
appropriate corrections and corrective actions and eventual improvement.

9.3. MANAGEMENT REVIEW

Management review is conducted and scheduled on the fourth (4th) quarter of the
year to review, updates and ensure the QMS continuing suitability, adequacy,
effectiveness and alignments with the MNWD strategic directions. Inputs for
management review activities are generated from various sources including, but
not limited to:

a.) Continuing suitability of the quality policy;

b.) Status of actions from previous management reviews;
c.) Changes in external and internal issues that are relevant to the QMS;
d.) Information on the performance and effectiveness of the QMS, including
the trends in:
a. Client satisfaction and feedback from clients;
b. Extent to which the quality objectives have been met;
c. Process performance and conformity of products and services;
d. Nonconformities and corrective actions;
e. Monitoring and measurement results;
f. Audit results; and
g. Performance of external providers.
e.) Adequacy of resources;
f.) Effectiveness of actions taken to address risks and opportunities; and
g.) Opportunities for improvements.

The output from the review activities include decisions and actions related to the
improvement of the quality management system and its processes, improvements
of the services related to client requirements, and associated resource needs.
Outputs of management review are communicated to appropriate personnel in the
organization to flow-down to appropriate levels required to implement changes.
The results of these reviews are recorded and maintained.

The MNWD determines, collects and analyses appropriate data to demonstrate the
suitability and effectiveness of the QMS. To continually improve the
effectiveness of the QMS, the results of analysis are used to evaluate the:

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 a.) Conformity of products and services;
b.) Degree of client satisfaction;
c.) Performance and effectiveness of the QMS;
d.) Effectiveness of planning;
e.) Effectiveness of actions taken to address risks and opportunities;
f.) Performance of external providers;
g.) Conformity to requirements indicated in the MFOs and SPMS; and
h.) Audit findings, nonconformities and actions taken.

Through the process of Management Review, the MNWD works to continually

improve the suitability, adequacy and effectiveness of the QMS. This includes
seeking opportunities for improvement. Annual performance and periodic
management reviews are implemented to determine opportunities for further
improvement to ensure the effectiveness of the QMS and prioritizing corrective
action for nonconformities.

10. IMPROVEMENT

10.1. NONCONFORMITY AND CORRECTIVE ACTION

Corrective actions occur when there is a nonconformity with customer

requirements or from customer complaints and from the evaluation of the systems
requirements. MNWD shall ensure that the occurrence of nonconformity will be
minimized by taking action to control and correct the nonconformity and dealing
with the consequences. Corrective action should cover review of nonconformity,
determination of consequences and implementation of immediate action,
identification of the true cause of nonconformity and implementation of corrective
action to prevent recurrence.

10.2. CONTINUAL IMPROVEMENT

Continual improvement is part of MNWD culture even without the QMS. MNWD
consider continual improvements in the quality policy, quality objectives and in
other clauses in the MNWD QMS Manual for sustainability, adequacy, and
effectiveness of the QMS. The results of analysis and evaluation and the outputs
from the management review shall be considered to determine the needs or
opportunities for continual improvement.

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© 2018; All rights reserved. Document is uncontrolled unless otherwise marked;
Uncontrolled documents are not subject to update notification.