quality managementangelescitywd.gov.ph/pdf/qms-manual.pdf · 2020. 4. 7. · quality management...

QUALITY MANAGEMENT

SYSTEM MANUAL

Document Code: ACWDQMSM-001 Document Title: ISO-ALGN-ACWD-QMSM

Date of Effectivity: January 1, 2017 Revision Number: 00

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REVISION SHEET

TITLE REV. NO. DATE REV. REMARKS SIGNATURE

REVISION SHEET 00

TABLE OF CONTENTS 00

OVERVIEW OF ACWD 00

MISSION & VISION,

CORE VALUES 00

DEFINITION OF TERMS 00

APPROVED QUALITY

POLICY 00

REFERENCES 00

SCOPE OF QMS 00

DESCRIPTION OF THE

QMS MANUAL 00

OBJECTIVES OF THE

QMS MANUAL 00

ORGANIZATIONAL

CONTEXT 00

INTERESTED PARTIES 00

QMS DOCUMENTATION

STRUCTURE 00

COMMUNICATION &

RESPONSIBILITY 00

COMMITMENT 00

RESPONSIBILITY &

AUTHORITY 00

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ACTIONS TO MANAGE

RISK AND ADDRESS

OPPORTUNITIES

00

QUALITY OBJECTIVES

OF QMS 00

PLANNING THE

CHANGES IN THE QMS 00

INTERNAL & EXTERNAL

RESOURCES, SUITABLE

PEOPLE FOR QMS

00

INFRASTRUCTURE 00

ENVIRONMENT 00

MONITORING,

MEASURING AND

TRACEABILITY OF

RESOURCES

00

KNOWLEDGE TO

FACILITATE PROCESS

OPERATIONS

00

COMPETENCE 00

COMMUNICATION 00

CONTROL OF

DOCUMENT

INFORMATION

00

SERVICE REALIZATION &

CUSTOMER RELATED

PROCESSES

00

PURCHASING 00

MONITORING AND

MEASUREMENT OF QMS

PERFORMANCE

00

INTERNAL AUDIT 00

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MANAGEMENT REVIEW 00

CONTROL OF NON-

CONFORMING

SERVICES

00

CORRECTIVE ACTION 00

ANALYSIS OF DATA 00

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Table of Contents

Page Number

Revision Sheet 1-4

Table of Contents 5-7

1.0 Introduction 8

1.1 Overview of Angeles City Water District 8-9

1.2 Mission and Vision statement and Core Values 10

2.0 Definition of Terms 10-13

3.0 Approved Quality Policy 14

3.1 References 15

4.0 Context 16

4.1 scope of QMS 16

4.2 Description of QMS Manual 16

4.3 Objectives of QMS Manual 17

4.4 Organizational Context 17-18

4.5 Interested Parties 18-20

4.6 QMS Documentation Structure 21

5.0 Leadership and Commitment 22

5.1 Communication & Responsibility 22

5.2 Commitment 22

5.3 Responsibility & Authority 23-26

6.0 Planning 26

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6.1 Actions to manage Risk &

Address Opportunities 26

6.2 Quality Objectives of QMS 27

6.3 Planning the changes in the QMS 27

7.0 Support 28

7.1. Internal & External Resources,

Suitable People for QMS 28

7.1.2 Infrastructure 28-29

7.1.3 Environment 29

7.1.4 Monitoring, Measuring &

Traceability Resources 29-30

7.1.5 Knowledge to facilitate process operations 30

7.2 Competence 30-31

7.3 Communication 31

7.4 Control of Document Information 31-32

8.0 Operations 32

8.1 Service Realization & Customer

related processes 32-34

8.2 Purchasing 34

9.0 Performance Evaluation 34

9.1 Monitoring & Measurement of QMS 34-36

performance

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9.2 Internal Audit 36-37

9.3 Management Review 37-38

10.0 Improvement 39

10.1 Control of Non-Conforming

Services 39

10.2 Corrective Action 39-40

10.3 Analysis of Data 40-41

11.0 Business Process Chart 42

12.0 Organizational Chart 43

Annex A: Approved Quality Policy

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1.0 INTRODUCTION

1.1 Overview of Angeles City Water District

Angeles (Kapampangan: Lakanbalen ning Angeles; Filipino: Lungsod ng Angeles) is a

highly urbanized city located geographically within the province of Pampanga in the

Philippines. It is bordered by Mabalacat to the north; Mexico to the east; San Fernando

to the southeast; Bacolor to the south; and Porac to the southwest and west.

The constant growth of Angeles City means the strong demand for sufficient, safe and

potable water for domestic and industrial uses in the area, due to this the Angeles City

Water Works System was created which covers the entire area of Angeles City and

later on the formation of Angeles City Water District (ACWD) whereas all of the existing

water facilities, lots and pumping stations of Angeles City Water Works System are

transferred to ACWD.

The Angeles City Water District (ACWD) was created on September 1, 1987 by the

Sangguniang Panlungsod of Angeles City by virtue of Resolution No. 66. The operation

of ACWD started December 1, 1987 under the stewardship of Engr. Romeo P. Calara.

On June 15, 1991 nature struck and Angeles City was devastated by the cataclysmic

eruption of Mount Pinatubo. It was the second-largest volcanic eruption of the twentieth

century and, by far, the largest eruption to affect a densely populated area. Nearly all

businesses in Angeles City were affected and Angeles City Water District is one of

them. Even though the company suffered from the eruption of Mount Pinatubo it didn't

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stop the company from the setbacks it encountered, continuous development, hard

work and commitment made the company more reliable when it comes to providing safe

and potable water for the people of Angeles City.

As of the year 2011 the Angeles City Water District is under the management of Engr.

Reynaldo C. Liwanag. Angeles City Water District continues to develop measures to

improve its water resources to provide a safe and potable water supply for the people of

Angeles City.

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1.2 MISSION AND VISION, CORE VALUES

Mission:

To provide the highest quality water service 24/7;

To train and properly motivate ACWD personnel;

To be productive, responsive and customer-oriented public servants;

To educate residents in the community regarding effective ways and benefits of water

conservation;

To conduct Research and Development of water technology and introduce innovations

for an efficient operation of the ACWD;

To actively participate in local community development projects and programs for the

protection of the environment (particularly its water resources).

Vision:

“TO PURSUE EXCELLENCE IN PROVIDING QUALITY AND CUSTOMER-ORIENTED

WATER SERVICE TO THE PEOPLE OF ANGELES CITY”

Core Values:

ACWD CARES:

C – OMMITMENT

A – CCOUNTABILITY

R - ESPONSIBILITY

E – XCELLENCE

S – YSTEMATIC

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2.0 Definition Of Terms

Angeles City Water District (ACWD) - it is a government owned and controlled

corporation created on September 1, 1987 by the Sangguniang Panlungsod of Angeles

City by virtue of Resolution No. 66 which is primary purpose is to provide clean, potable

and safe water for the people of Angeles City.

Commission on Audit (COA) - The Commission on Audit, abbreviated as COA (is an

independent constitutional commission established by the Constitution of the

Philippines. It has the primary function to examine, audit and settle all accounts and

expenditures of the funds and properties of the Philippine government.

Angeles City Water Works System - is a Local Government Unit which primary

purpose is to provide potable water within the area of Angeles City, Pampanga.

(DBM) - Department of Budget and Management is an executive body under the

office of the President of the Philippines. It is responsible for the sound and efficient use

of government resources for national development and also as an instrument for the

meeting of national socio-economic and political goals.

Civil Service Commission (CSC) - it is tasked with overseeing the integrity of

government actions and processes

Local Water Utilities Administration (LWUA) - is a government-owned and controlled

corporation with a specialized lending function mandated by law to promote and

oversee the development of water supply systems in provincial cities and municipalities

outside of metropolitan manila

Commitment - The state or quality of being dedicated to provide safe and potable

water to the people of angeles city.

Accountability - the condition of being responsible

Responsibility - having an obligation to do something, or having control over or care

for the people of angeles city, as part of one's job or role

Excellence - the quality of being outstanding or extremely good at giving service to the

people of angeles city

Systematic - done or acting according to a fixed plan or system.

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Audit - is a systematic evidence gathering process. Audits must be independent and

evidence must be evaluated objectively to determine how well audit criteria are being

met.

Audit Findings- results from a process that evaluates audit evidence and compares it

against audit criteria

Complain t- refers to an expression of dissatisfaction with a product or service and is

filled by a customer and received by an organization.

Conformity - is the fulfillment of a requirement.

Corrective Action - are steps that are taken to eliminate the causes of existing non-

conformities in order to prevent recurrence.

Customer - A customer is anyone who receives products and services from ACWD

Documented information - refers to information that must be controlled and

maintained and its supporting medium.

Effectiveness - refers to the degree to which a planned effect is achieved.

Feedback - is used to refer to a comment or an opinion expressed about a product or

service or an interest expressed in a product or a service.

Infrastructure - refers to the entire system of facilities, equipment, and support services

that organization needs in order to function.

Top management - it includes the General Manager and Assistant General Manager

Interested party - is anyone who can affect, be affected by or believe that they are

affected by a decision or activity. An interested party is a person, group, or organization

that has an interest or stake in a decision or activity.

Knowledge - is a collection of information and a justified belief that this information is

true with a high level of certainty.

Management - refers to all the activities that are used to coordinate, direct and control

organizations

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Management System - is a set of interrelated or interacting elements that organizations

use to formulate policies and objectives and to establish the processes that are needed

to ensure that policies are followed and objectives are achieved.

Monitoring - means to determine the status of an activity, process, or system at

different stages of at different times.

Management Committee - It includes the General Manager, Assistant General

Manager, Department and Division Heads

Organization - refers to Angeles City Water District

Policy - is a general commitment, direction, or intention and is formally stated by top

management.

Process - is a set of activities that are interrelated or that affects with one another.

Service - is an intangible output and is the result of a process that includes at least one

activity that is carried out at the interface between the supplier and the customer

Strategy - is a plan for achieving an objective.

Traceability - is the ability to identify and trace the history, distribution, location and

application of products, parts, materials, and services.

Validation - is a process. It uses objective evidence to confirm that the requirements

which define an intended use or application have been met.

Verification - it uses objective evidence to confirm that specified requirements have

been met. whenever specified requirements have been met, a verified status is

achieved.

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3.0 Approved Quality Policy

We, the officials and employees of the Angeles City Water District are committed to

provide and efficiently served its customers with adequate, reliable, safe and potable

water supply to the people of Angeles City.

See Annex A: Approved Quality Policy

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3.1 References

• PD198

• LWUA- circulars and memorandums, policies, standards and guidelines

• COA- law and rules, circulars and guidelines

• DBM- circulars, memorandums and guidelines

• CSC- circulars, memorandums and guidelines

• DOH- circulars, memorandums and guidelines

• ISO 9001:2015- Quality Management System

• Water Safety Plan

• Citizens Charter

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4.0 CONTEXT

4.1 Scope of QMS

ACWD established a quality management system that defines processes and

sub-systems clearly understood and managed by qualified and competent

personnel. The scope of the company's quality management system

includes the company’s main s e r v i c e s which is water system management.

The Quality Management System of ACWD includes all of the operations of its

departments: Commercial, Administrative, Engineering, Production and other

support functions, to ensure the quality of service being delivered are well

managed and evaluated, to deliver potable and safe water to its concessionaires

and other interested parties.

This manual is prepared to demonstrate and document our commitment to

maintaining a high-level of quality and strong customer service with an

environment that is customer oriented and fosters continual improvement. It

describes procedures that reflect our strategic decision to adopt a process

approach across all areas of our operations in order to ensure compliance with

international standards in addressing customer requirements and enhancing

customer satisfaction.

4.2 Description of QMS Manual

ACWD QMS Manual is established to provide clear & definite information on the

systematic operation of the organization’s departments and divisions. It serves as

a guide and training material to distribute knowledge in an orderly manner within

the organization. ACWD continually develop its management system, including

processes in accordance with the requirements of ISO 9001:2015 Quality

Management System and are within the standards set by the Local Government

Unit of Angeles City, Local Water Utilities Administration, Commission on Audit,

Civil Service Commission and Department of Budget and Management Bureau.

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4.3 Objectives of the QMS Manual:

1. To provide clear information within the organization

2. To improve the processes and the quality management system

3. To provide clear statement of the company’s mission and vision

statement and its core values.

4. To provide systematic information of processes and procedures.

5. To ensure the availability of resources to achieve planned results and

continual improvement of these processes.

6. To monitor, measure where applicable, and analyze these processes,

and

7. To provide quality service in the most cost-effective manner and with

the level of quality that meet customer requirements.

4.4. Organizational Context

The ACWD's Management committee uses SWOT analysis to determine the

necessary internal and external issues, it is being used to determine the precise

significant factors that may affect the company's quality policy, it focuses in the

strengths of the company and to minimize its threats and weaknesses and to take

the greatest advantage of the opportunities available.

The diagram below shows how the Management Committee uses SWOT analysis

to develop a strategic options by determining its internal strengths and

weaknesses and external opportunities and threats.

Strengths

Weaknesses

Opportunities Strategic objectives Strategic objectives

INTERNAL

EXTERNAL

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Threats Strategic objectives Strategic objectives

4.5 Interested Parties of QMS

The diagram below shows the needs and expectations of interested parties of the

Quality Management System of Angeles City Water District.

Interested Parties

NEEDS (Statutory

Requirements)

Expectations

DBM

• Approved

Corporate Budget

• Approved Plantilla

• Timely submission

COA

• Submission of

Annual Financial

Reports

• Quarterly

submission of

unliquidated cash

advances

• Compliance to

Procurement law

• On-time

submission

• Accurate and

complete reports

• Compliance to COA

auditing rules

DENR

• Environmental

Compliance

Certificate

issuance

• Regular renewal of

licenses

• Compliance to

waste management

system law RA6969

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CSC

• Compliance to CSC

rules and

regulations

• Publication of

Vacant positions

• Hiring of qualified

employees

• On-time publication

of vacant positions

• Evidence of

qualification

SUPPLIERS

• Approved purchase

and service

contract

• Timely payment

LWUA

• Monthly Financial

Report

• Monthly

Bacteriological

Report

• Annual Physical,

Chemical Report

• Passes the PNSDW

• On-time

submission

LOCAL GOVERNMENT

• Solicitation of

nominations for

appointment from

various sectors

• Appointment of

board of directors

BANKS

• Submit advice of

disbursement

• Timely and

accurate

submission of bank

advise

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BOARD OF DIRECTORS

• Policy making body

• Attendance to

special and regular

board meeting

PHILGEPS

• Comply with the

publications

requirements in

accordance with

the RA9184

• Regular posting of

procurement

• Full compliance of

procurement law

RA9184

DOH

• Secure of licenses

• monitoring and

regulating water

test including

bacteriological,

physical and

chemical analysis

• Annual renewal of

licenses and

accreditation

PNP

• Secure of licenses

of regulated

chemicals

• Annual renewal of

permits

CUSTOMERS

• Compliance to

ACWD rules and

regulations

• Payment of water

bills and other fees

The Management committee is the primary responsible for the review and

evaluations of the needs of the interested parties and developing action plans to

satisfy the needs and expectations of the interested parties.

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4.6 QMS documentation information

The QMS documentation structure of ACWD

The QMS documentation of ACWD is based on the processes established by the

management and serves as an evidence of conformity to the Quality Management

System of the Organization.

Quality Manual- describes the Quality Policy of the organization to meet and

address the requirements of the ISO:9001 Quality Management System Standard.

It describes the Quality Management System of the entire Organization.

Quality Procedure- describes the work instructions, procedures and processes

carried out and maintained under specified conditions including details of

document information that are part of the Quality Management System.

Forms and Records- are evidence to prove that a particular activity has been

done and complied in accordance to the Quality Management System of the

organization.

The Documents of Quality Management System are maintained and retained by

each respective departments and divisions for reference and information

dissemination to all levels of the organization.

QUALITY MANUAL

QUALITY

PROCEDURES

FORMS AND

DOCUMENTATION OF

RECORDS

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5.0 LEADERSHIP

5.1. Communication and Responsibility

The General Manager, Assistant General Manager and the Department and

Division Managers of each department also known as Management Committee is

the primary responsible for an efficient and effective Quality Management

System. The following includes:

• To promote the importance of Quality Management System to all levels of

the Organization.

• To provide necessary resources to achieve an efficient and effective

Quality Management System

• To communicate the understanding and values of Quality Management

System to all levels of the Organization

• Strategic planning is carried out to comply in the requirements of effective

Quality Management System

• Quality Policy is established, maintained and achieved

• To make the Quality Policy Customer Oriented

5.2. Commitment

The Management Committee is committed to the development and

implementation of Quality Management System and continually improve its

effectiveness by:

• Satisfying all the necessary Quality Management System requirements

• Communicating to the organization the importance of meeting customer

as well as statutory and regulatory requirements,

• Continuous improvement of the Quality Management System

• Establishing and Maintaining its quality policy

• Conducting Management Review and Evaluation.

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• Ensuring the availability of resources.

5.3. Responsibility and Authority

The Top Management shall appoint a member of the organization's

management who, irrespective of other responsibilities, shall have

responsibility and authority that includes

• Ensure that processes needed for the quality management system are

established, implemented and maintained,

• Reporting to Top Management on the performance of the quality

management system and any need for improvement, and

• ensuring the promotion of awareness of customer requirements

throughout the organization.

Note The responsibility of a management representative can include liaison with

external parties on matters relating to the QMS

Office of the Board of Directors - shall be the policy making body of the

organization. It shall hold a regular and special meetings to establish and

deliberate policies regarding the system and procedures for the operation of

the organization. it shall issue resolutions for the implementation of the

policies and make amendments thereto. The board of directors approves the

annual budget of the organization and issues appropriation and acts as head

of the procuring entity.

General Manager- shall be responsible for the over-all operation and

management of the organization:

• manages complex operations and coordinates implementation of the

mission and vision of the organization;

• directs major technical and administrative work activities; approves

design plans and specifications and monitor the organization's

improvement projects;

• enhance and protect public image and positions, ensure customer

satisfaction and promote customer relations;

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• build strong organizational team providing guidance to all levels of the

organization regarding personnel related issues and activities;

• Contribute to team effort by holding regular meetings, timely and

effective performance feedback and involvement of appropriate

employees in the decision-making process;

• Work effectively with local and national regulatory agencies,

consultants, developers, contractors and customers;

• Appoint the Assistant General Manager to perform administrative

operation of Quality Management Committee;

• Implement Quality Policy;

• Ensure that the QMS requirements are established, maintained and

implemented.

Assistant General Manager- is responsible for the over-all supervision of the

maintenance division, construction division also known as Engineering

Department. It is responsible for the formulation, institutionalization and

administration of policies pertaining to water distribution, maintenance and

construction activities of the organization. It sees to it that engineering

activities are align and adhering to the mission and vision, and quality policy

of the organization. It shall also be responsible in:

• Ensuring the Quality Management System requirements are

established, implemented and maintained in accordance to ISO

9001:2015 QMS standards.

• Ensure that internal audit and management review are being

conducted on a regular basis.

• Ensure non-conformances are resolved with the appropriate corrective

action to correct any system deficiencies promptly.

Department/Division Managers

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• Ensure that the Quality Management System is communicated to its

each respective departments and personnel are adequately trained.

• Established and implement the set Quality Management System.

• Promotes the Quality Policy to its each respective departments.

• Establish document and implement applicable procedures, working

direction in support of the Quality Management System.

Administrative Department- is task with providing administrative and

logistical support to the entire organization. Its functions includes financial

services; human resources management; supply and property management;

and general services management.

Engineering Department:

� Maintenance Division - is responsible for the over-all equitable

distribution of water supply through transmission and distribution

lines. Its functions includes operating valves in the transmission

and distribution lines; non-revenue water reduction; replacement of

defective and installation of new valves and meters, gauges and

fittings; perform relocation of service connection, distribution lines,

meters and valves. It is tasked with the over-all master plan of the

organization's water system facilities.

� Construction Division - It is also responsible for the planning,

design and construction, major pipe laying projects, plans and

identifies the future water and facilities needs of the organization.

Commercial Services Department- is the over-all management and

supervision of the customer accounts and services divisions. It is responsible

for the implementation of the department's policies, attainment of targets for

growth of service connection and is also responsible for directing and

supervising all activities related to billing preparation such as computerized

billing and data entries, meter reading, encoding and posting of water

consumption, prompt and accurate processing of customer accounts,

updating of customer master file and generation of the division reports and is

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also responsible for the servicing process requirement for service

application; service contract for approved service application; dispatch and

deliver water bills and notices of disconnection; promotional schemes for

new service connections, updates of service policies and programs and

other concerns, disconnection and reconnection and conduct field inspection

and investigation.

Production Department- is responsible for the implementation of policies and

strategies that pertains to water production and water resources

development. Its functions includes collecting and monitoring of data,

operational parameters of pumps and motors and water treatment facilities;

providing safe and potable drinking water by collecting and testing of water

samples for in a regular basis such as bacteriological test, as well as physical

and chemical tests in all sources and reservoirs; rehabilitation of pumping

stations; monitoring and evaluation of pumping and static water level of deep

well sources; operation and maintenance of the pump and motors in the

pumping stations; recommend locations for the development of new sources

of water and initiate the protection and maintenance of water resources.

6.0 PLANNING

6.1 Actions to manage Risk and address Opportunities

• To identify the actions required to manage the risk and address the

opportunities an observation of the context of the organization and the

needs and expectations of interested parties are required to achieved

intended results.

• The Risk and opportunities will be identified by the Department/Division

Managers by communicating to the members of each respective

departments and interested parties.

• All identified Risk and Opportunities are systematically analyzed by the

Department/Division Managers to identify the required action.

• Performance management monitoring is conducted to manage the actions

taken for all identified risk and opportunities.

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• Review to the actions taken to all identified risk and opportunities are

conducted by the Top Management.

6.2 Quality Objectives for QMS

• The quality objectives of the organization are derived and consistent from

the quality policy set by the Management Committee. These are formulated

from all levels of the organization and from all relevant functions through

communication and activities.

• The Top management conducts annual planning to establish and update

quality objectives of the organization. Documentation of the established

quality objectives are carried out to support an effective and efficient

organization operation.

• Management Committee meeting which constitutes the Department and

Division Managers, General Manager and the Assistant General Manager

is conducted on a timely basis or as needed to monitor and evaluate the

current quality objectives of the organization and to continually improve the

operation and services carried out by the organization which is aligned to

the ISO:9001 Quality Management System Standards.

6.3 Planning the changes in the Quality Management System

Changes in the Quality Management System are needed due to constant increase

of demand to supply a potable and safe water. Its main purpose is to satisfy the

needs of the customers by enhancing effectively and efficiently the Quality

Management System of the Organization and ensuring the quality policy and

objectives of the organization are met.

• The authority and responsibility to make changes in the Quality

Management System of the Organization are the Top Management

• The proposed changes in the Quality Management System by a concerned

division or department shall be communicated thru their

Department/Division Managers and the Assistant General Manager.

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• The resources needed to make changes in the Quality Management

System of the Organization shall be made available by the Top

Management.

• The changes in the Quality Management System shall be aligned to the set

Quality Policy, Objectives of the Top Management and relevant to

Customer Satisfaction.

7.0 SUPPORT

7.1.1 Internal and external Resources, Suitable People for QMS

• The Top management of ACWD shall appoint personnel within the

organization who, regardless of other duties serves as a support function

other than human resources management. The support function

responsibility is to assist the top management in managing an effective and

efficient Quality Management System of the Organization.

• The Human Resources Management shall seek and plan quality Trainings,

Workshops and Seminars aligned to the set Quality Policy and objectives.

• The Top Management shall ensure that there is a sufficient staffing in the

operation of the Quality Management System.

• The Supervisors of each departments and divisions are responsible for

controlling and directing personnel, also serves as a support function in

achieving an effective Quality Management System

• The General Manager shall be responsible for the final review and approval

of training, workshop and seminar proposals.

• The Department and Division Managers shall be responsible for identifying

the personnel under their respective departments or divisions who shall

undergo trainings, workshops and seminars which are in accordance to the

Quality Policy and Objectives of the Organization.

7.1.2 Infrastructure

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• The Top Management shall be responsible for ensuring the work

environment is adequately supported by supplying utilities, work facilities

or support services necessary to achieve conformity to customer

requirements.

• Infrastructure needs shall be subject to annual planning by the

Management Committee and shall be by approval of the General

Manager. Infrastructure includes, but not limited to:

o Buildings, workplace and associated utilities

o Process equipment; both hardware and software

o Supporting services such as transport and communication

• All infrastructures for whatever purpose it may serve shall be subjected to

preventive maintenance.

7.1.3 Environment

• The ACWD commits to hire professionals required in each specific field of

work that can contribute to a positive working environment.

• Proper lighting, clean offices, adequate ventilation matching to the working

situation of a personnel shall be provided. Safety rules and regulations

shall be maintained, communicated and documented to all levels of the

Organization.

7.1.4 Monitoring, Measuring and Traceability Resources

o The ACWD established processes to ensure that monitoring and

measurement can be carried out in a manner that is aligned with the

monitoring and measurement requirements.

o To ensure the monitoring and measuring of resources the organization

perform the necessary actions required:

- Resources are identified to determine its status

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- Resources are calibrated and recorded according to international of

national measurement standards

- Resources are adjusted accordingly to the applicable standards

- Resources are safeguarded from adjustments that would invalidate

the measurement results and protected from damage and

deterioration during handling, maintenance and storage.

o Records of the results of calibration and verification are maintained

according to control of documented information procedure.

7.1.5 Knowledge to Facilitate Process Operations

o The ACWD shall determine the knowledge necessary for the operation of

its processes to achieve conformity of products and services.

o Organizational Knowledge shall be maintained and made available to the

extent necessary.

o Organizational Knowledge may include:

� Internal sources: Intellectual Property, Knowledge gained from

experience, results from improvements in processes.

� External sources: academia, conferences, knowledge gathering

from customers and external providers

o Organizational Knowledge shall be monitored to address the changing

needs and trends, it shall consider its current knowledge and determine

how to acquire or access any necessary additional knowledge and

required updates.

7.2. Competence

The Management is guided by the prescribed Civil Service Commission Omnibus

Laws and Rules to determine the appropriate education, experience, training,

skills and all necessary competencies required for each work assignment to

achieved an effective and efficient Quality Management System.

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o The Competence of a personnel shall be evaluated by using the standards

set by the Management to determine the Individual Performance

Commitment Review of a personnel.

o The Human Resources Development Section shall be responsible for

seeking training programs but not limited to hiring and recruitment,

competency development, rewards and recognition system, and shall be

subject to approval by the General Manager and by its Department and

Division Heads.

o Department and Division Head shall identify the employees who needed

training and competency development programs that can affect the

effectiveness of the Quality Management System of the Organization and

shall be subject for approval by the General Manager.

o Training programs can be in-house or external as needed. Training

records shall be kept and maintained by the Human Resources

Development Section as evidence for competence by an employee.

7.3 Communication

Communication shall be provided by the Organization to ensure the Quality

Management System is implemented effectively. Appropriate mediums of

communication shall be used in the form of meetings, bulletin boards and any

other form of communication that is relevant to the Quality Management System

of the Organization.

Department and Division Heads are responsible for establishing a internal

communication as needed.

7.4 Control of Document Information

The Control of Document Information was established to describe the

requirement in controlling internal and external documents, as well as

establishing a system for document preparation, review, approval, registration,

distribution, retrieval, disposal and traceability that is aligned with the ISO 9001:

20015 QMS requirements.

o Documents are reviewed and updated if necessary

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o The nature of revisions in the document is clearly identified

o Current versions of relevant documents are available at point of use.

o Obsolete documents, which are retained for any purposes it may serve

are prevented from unintended use through proper marking and

safekeeping.

o The Top Management shall be responsible for the distribution, approval of

release, review, disposal of the relevant documents.

o All Documents shall be registered in the Documents Registry and shall be

properly maintained, stored and safely guarded by the General Services

Section in manner that prevents the document from damage and

deterioration.

o Obsolete or revised documents are retrieved and replaced promptly from

all department/section issued upon.

o Document audit shall be performed by the assigned Lead Auditor and

Auditors to check the document control of all departments and divisions.

o The General Services Section shall be responsible for maintaining Master

Records of Document Registry.

o The Department/Division Head shall be responsible for registering the list

of their QMS records.

o The Assistant General Manager shall be responsible for the approval of

records submitted by the concerned section for registration in Document

Registry.

o Records shall be preserved for a specified period of time in such a way

that they are readily retrievable for future reference. The integrity and

legibility of the data input shall be protected by not using pencil in the data

recording. Erasures shall be done by crossing out the word then the

responsible person shall affix his/her signature. Liquid eraser shall not be

used to ensure traceability of the origin of the erasures.

8.0 OPERATIONS

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8.1 Service Realization and Customer Related Processes

8.1.1 To ensure that applicable requirements are met, all the processes

requirements shall be identified pertaining to delivery of service, all these

processes shall be carried out under controlled conditions in accordance

to the set standard operating procedures established by the Organization.

8.1.2 Concerned department/divisions/sections shall ensure that services

are delivered with quality and in accordance with set standard operating

procedure by the Organization.

8.1.3 To identify the potential non-conformities a scheduled internal audit

shall be conducted to ensure consistency with the document procedures

and prevention of non-conformities and identification of opportunities to

improve the Quality Policy.

8.1.4 Concerned Departments/Divisions providing services to customers

shall determine the requirements needed relevant to the services offered.

The requirements for the services offered shall be identified and made

available by the Organization. This includes statutory and regular

requirements and those considered necessary by the Organization.

8.1.5 Concerned Departments/Divisions shall review the requirements and

ensure completeness prior to the processing of services. Service shall not

be provided unless requirements are satisfied.

8.1.6 All requirements shall be maintained, controlled, disseminated and

updated whenever necessary through the established documented

information.

8.1.7 Concerned Departments/Divisions shall communicate the following

to its customers:

-Service information

-Amendments of Service Requirements

-Response to Customer Feedbacks

-Response to Administrative Complaints

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8.1.8 Customer Feedbacks and Complaints shall be handled by the

Customer Services Division.

8.1.9 Administrative Complaints shall be forwarded and handled by the

Administrative Services Department and shall be subjected to the set

Standard due process.

8.2 Purchasing

8.2.1 The processes related to purchase of supplies, materials and

services including planning, acquisition and verification are outlined in

accordance with Government Procurement Reform Act RA 9184

8.2.2 The Bids and Awards Committee is responsible for the evaluation,

selection and accreditation of suppliers for supplies and materials based

on the set criteria to ensure the ability to supply the requirements as

needed.

8.2.3 The Administrative Department shall ensure the adequacy of

purchasing information, as complete services specifications and/ or

description, including other requirements pertaining to materials related to

final services.

8.2.4 Any amendment to the purchasing document shall be reviewed and

approved by the Authorized personnel.

8.2.5 All Requesting Department/Division/Section shall prepare Purchase

Request and submit to Administrative Services Department and who shall

endorse the Purchase Request to the BAC or to the appointed personnel

in accordance with the Bidding Control Procedure.

8.2.6 The Administrative Services Department shall be responsible for the

supplier performance evaluation

8.2.7 The Administrative Services Department shall inform the supplier on

their performance rating on a regular basis or as needed.

9.0. Performance Evaluation

9.1 Monitoring and Measurement of QMS Performance

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The Commercial Services Division shall be responsible for receiving and

acknowledging the receipt of the complaints and coordinate the investigation to

all concerned department/division.

Customer Satisfaction can be measured through the following:

-Surveys/Questionnaires to clients

-Ratings coming from the clients

-Performance index

The Customer Services Division shall collect and summarize content of

suggestion box from customers and reports them to the General Manager and to

the concerned departments/divisions.

All collected data gathered from customers thru surveys/questionnaires, ratings

from clients, performance index are used and analyzed as basis for improving

the processes to achieve the desired Quality output.

The General Manager shall issue further instructions as he may see fit with

respect to the results of the survey and feedback summary.

Department and Division managers shall monitor and measure the performance

indicators of their processes to ensure conformance with the Quality

Management System requirements. When targets are not met, corrective action

shall be taken as appropriate.

The District shall establish a monitoring system to measure and verify that the

service requirements are met and are carried out under controlled condition

during all stages of service realization process.

The Office of the General Manager Section shall monitor negative publicities

about the agency in internet forums, social media and tri-media and shall be

reported to the Top Management and Department/Division Heads.

Processes are measured based on information and data collected, survey

results, service effectiveness and efficiency and internal audits against set

targets.

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Performance form all Departments/Divisions will be conducted and evaluated

against set targets aligned with the set quality policies and objectives and this will

be conducted semi-annually by the appointed Performance Management Team.

9.2 Internal Audit

To ensure all the elements, aspects and components pertaining to Quality

Management System are effective and aligned with the QMS standards an

internal audit is conducted. Its purpose is to determine the implementation and

effectiveness of the Quality Management System and to continually improve the

set documented procedures.

All audits are conducted within the Organization by qualified, competent

personnel. The Assistant General Manager shall select a personnel to lead the

internal audit and shall be trained by a qualified auditor. A quality audit team will

be established by the Assistant General Manager to support the lead auditor for

an effective audit system. Qualifications of the Auditors required in the Quality

Management System are:

o College degree

o Must have Training on Auditing ISO 9001:2015 QMS

o Good communication skills

o With sound judgment

o Experience in Supervisory capacity

Audits are Annually, on a regular basis or as needed to measure the

effectiveness of the established Quality Management System. The auditors shall

prepare the Annual Audit Plan and shall be reviewed by the Assistant General

Manager and shall be subject by approval by the General Manager. The audit

plan shall include matters such as:

o non-conformances and corrective actions;

o process and operating procedures;

o Staff competence and training;

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o equipment;

o environment;

o record of document procedures or the degree of importance

depending on the Quality Management System and process

conformance monitoring during the implementation and review on

the effectiveness of the Quality Management System.

The auditors shall record and summarize the internal audit concerns and the

non-conformances found based on the internal audit standards.

Upon completion of the internal audit the audit team shall review and evaluate

the audit results and prepare corrective actions request to the non-conformances

found that is aligned with the Quality Management System and ISO standards.

The lead auditor shall present the audit results in a presentable manner and

ensure that it is understood by the concerned parties.

The Auditors shall review the effectiveness of the corrective actions taken to the

non-conformances found in the internal audit and shall be reported to the

General Manager.

9.3 Management Review

The General Manager, Assistant General Manager and the Department and

Division Heads shall review and evaluate the Quality Management System to

ensure conformance with the Quality Management System requirements.

Appropriate Corrective actions are taken to the non-conformances found. The

Top management shall employ monitoring system to measure and verify the

service requirements are met and carried out under controlled conditions during

all stages of service realization process.

Review on the effectiveness of the processes and systems are done through

periodic monitoring of the set key performance indicators. it consist of well-

structured and comprehensive evaluation of the allocation of resources, findings

of audits, and the overall effectiveness of the system in achieving stated quality

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objectives, review of training plan and consideration for updating the Quality

Management System.

To allow the management to have a review and evaluation of the Quality

Management System, necessary information and data shall be collected and

made available during the review process it includes:

Review Input

The input to management review shall include information on

• results of audits,

• customer feedback,

• process performance and product conformity

• status of preventive and corrective actions,

• follow-ups actions from previous management reviews,

• changes that could affect the quality management system and

• recommendations for improvement.

Review Output

The output from the management review shall include any decisions and actions

related to

• improvement of the effectiveness of the quality management

system and its processes,

• improvement of service related to customer requirements, and

• resource needs.

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10. IMPROVEMENT

To determine and select opportunities for improvement and implement any

necessary actions to meet customer requirements and enhance Customer

Satisfaction the Top Management shall carry out the following set of activities:

� Improve the performance and effectiveness of the Quality

Management System

� Correcting, preventing or reducing undesired effects

� Improving services to meet requirements and to address future

needs and expectations

10.1 Control of Non-conforming Services

A procedure shall be established to detect and manage non-conformities on the

implementation of the Quality Management System

Non-conforming services shall be handled in the following ways:

o By taking action to eliminate the detected non-conformity

o By determining the causes of non-conformity

o By determining the potential non-conformities

o By taking action to preclude its original intended use or application

o By taking actions appropriate to the effects, potential effects, of the

nonconformity after the service has been delivered

o By documenting the non-conformities and any subsequent actions

taken

10.2 Corrective Action

Corrective actions are steps that are taken to eliminate the causes of existing

nonconformities in order to prevent recurrence. The Corrective action process

tries to make sure that the existing nonconformities and potentially undesirable

situations don't happen again.

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The concerned Department/Division/Section who received a Corrective Action

Request shall record the cause of the non-conformity, corrective action and

completion date of the corrective action and shall be subject for verification of

actions taken to the non-conformity.

The Corrective Action Request shall be reviewed by the concerned party before

corrective actions will be taken.

All of the records of the Corrective Actions taken shall be forwarded to the

General Services for Documentation purposes.

10.3 Analysis of Data

The organization shall determine, collect and analyze appropriate data to

determine the suitability and effectiveness of the QMS and to evaluate where

continual improvement of the effectiveness of the QMS can be made. This shall

include data generated as a result of monitoring and measurement and from

other relevant sources.

The Analysis and Collection of data shall focus on the areas of customer

satisfaction, service performance trends and outputs, internal audit results. The

results of the analysis can contribute to the improvement of the Quality

Management System and measurement of the quality objectives.

Angeles City Water Districts commitment to provide and efficiently served its

customers with adequate, reliable, safe and potable water supply to the people of

Angeles City is clearly stated in its Quality Policy.

The continual improvement plan shall go through the PDCA cycle:

Plan- The organization shall establish Quality Policy, Objectives and Business

Processes necessary to deliver results aligned with the statutory and regulatory

requirements as well as to Customer Requirements.

Do- The organization shall implement the established Quality Management

System

Check- Department/Division/sections shall monitor and measure their processes

and progress of the actual attainment of objectives against set targets.

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Act- The Top Management and Management Committee shall determine

appropriate actions to the non-conformances to improve business processes.

Continual Improvement of the Quality Management System

Customer

Requirements

Customers

Satisfaction

Management

Responsibility

Resource

Management

Measurement,

analysis and

improvement

Service

Realization Service Output

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Business Process Chart

COMMERCIAL SERVICES DEPARTMENT

(CUSTOMERS INQURIES, CONCERNS AND

OTHER FRONT LINE SERVICES)

ADMINISTRATIVE DEPARTMENT

(FINANCIAL PROCESSES, HUMAN RESOURCES MANAGEMENT

AND GENERAL SERVICES)

ENGINEERING DEPARTMENT

(MAINTENANCE AND CONSTRUCTION OF

PIPELINES)

PRODUCTION

DEPARTMENT

(PRODUCTION OF

POTABLE WATER)

REVIEW AND EVALUATION

STRATEGIC PLANNING

AND IMPROVEMENTS

CUSTOMER

CUSTOMER SATISFACTION

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Organizational Chart

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Annex A : QUALITY POLICY

QUALITY POLICY

We, the officers and employees of the Angeles City Water District (ACWD) are

committed to efficiently provide its customers with adequate, reliable, safe and potable

water supply to the people of Angeles City.

We commit ourselves to provide the highest standard of public service by fulfilling the

following:

• To provide highest quality water service 24/7;

• To be productive, responsive and customer-oriented public servants;

• To actively participate in development and protection of the environment;

• To continually improve and develop its water resource management by

conducting research and technological development;

• To train and properly motivate ACWD personnel;

• To conduct and continually improve its Quality Management System.

REYNALDO C. LIWANAG

General Manager