QUALITY MANAGEMENT SYSTEM OPERATIONS MANUAL...QUALITY MANAGEMENT SYSTEM OPERATIONS MANUAL. All pages...

Republic of the Philippines

NATIONAL TELECOMMUNICATIONS COMMISSION BIR Road, East Triangle, Diliman, Quezon City, Philippines

QUALITY MANAGEMENT

SYSTEM

OPERATIONS

MANUAL

All pages of this manual relating to the Quality Management System are hereby approved. The Quality Management System shall be implemented by the Central Office and the Regional Offices. January 8, 2016

GAMALIEL A. CORDOBA Commissioner

Republic of the Philippines NATIONAL TELECOMMUNICATIONS COMMISSION

QUALITY POLICY MANUAL

Document Title FOREWORD

Document Code i Reviewed by QAR

Revision No. 00 Approved by Commissioner

Revision Date 00 Page No. Page 1 of 1

INTRODUCTION

A Quality Management System refers to the organizational structure, responsibilities, procedures, processes and resources needed to implement quality management. As a management tool, and to achieve the quality objectives, the management of the National Telecommunications Commission (NTC) establishes a quality system for the effective control, evaluation and improvement of service standard throughout all stages of the provision of service.



Document Title INTRODUCTION

Document Code ii Reviewed by QAR



A. Background

The National Telecommunications Commission (NTC), pursuant to Act 3846, as amended, is mandated to provide regulations to all telecommunications services in the country. The Act empowers the Commission to regulate the construction, manufacture, possession, control, sale and transfer as well as the establishment, use, operation of all of radio, broadcast and telecommunications services. The NTC was created by virtue of Executive Order No. 546 dated July 23, 1979.

The NTC has fifteen (15) Regional Offices, namely: National Capital Region – Quezon City Region I – San Fernando, La Union Region II – Tuguegarao, Cagayan Region III – San Fernando, Pampanga Region IV – Batangas City, Batangas Region V – Legaspi City, Albay Region VI – Iloilo City, Iloilo Region VII – Mandaue City, Cebu Region VIII – Tacloban City Region IX – Zamboanga City Region X – Cagayan De Oro City, Misamis Oriental Region XI – Davao City Region XII – Kidapawan City, North Cotabato Cordillera Autonomous Region – Baguio City CARAGA Region – Butuan City

The NTC commits to adopt a quality system to ensure that the regulation, supervision and control of all communications, telecommunications and broadcast, including cable television (CATV) facilities and services meet the requirements and standards of the International Telecommunications Union.

In order to achieve this objective, the NTC has established and maintains a quality standards system.



Document Title THE COMMISSION

Document Code iii Reviewed by QAR



B. MISSION

“The National Telecommunications Commission shall proactively and continually create a responsive regulatory environment for a viable, affordable, reliable and accessible telecommunications and information infrastructure and services to ensure the welfare and protection of our people.”







. C. VISION

“By 2020, the National Telecommunications Commission (NTC) is a world class

regulatory agency able to lead the Telecommunications and Information sector as

an engine for progress and development.”








National Telecommunications Commission

QUALITY MANAGEMENT

SYSTEM

LEVEL 1


CONTROLLED COPY

COPY NO.

MASTER COPY

ISSUE NO.

01

DATE OF ISSUE

January 8, 2016

DIVISION/SECTION

Quality Assurance Representative (QAR)

APPROVED BY GAMALIEL A. CORDOBA Commissioner

Reproduction in part or in whole of this manual is strictly prohibited without prior consent/approval of the Commissioner and should not be brought out of

the NTC’s premises.

MANUAL

COPY ISSUED TO

DATE ISSUED

ISSUED BY

RECEIVED BY

MASTER COPY QAR QAR

COPY 1 COMMISSIONER QAR

2 DEPUTY COMMISSIONER I QAR

3 DEPUTY COMMISSIONER II QAR

4 DIRECTOR, INDUSTRY PLANNING AND MANAGEMENT BRANCH

QAR

5 DIRECTOR, LEGAL BRANCH QAR

6 DIRECTOR, ADMINISTRATIVE BRANCH QAR

7 DIRECTOR, PLANNING, FINANCIAL AND MANAGEMENT BRANCH

QAR

8 DIRECTOR, REGULATION BRANCH QAR

9 DIRECTOR, SPECIAL LICENSING BRANCH

QAR

10 RADIO OPERATOR EXAMINATION COMMITTEE

QAR

11 RADIO SPECTRUM PLANNING DIVISION QAR

12 BROADCAST SERVICES DIVISION QAR

13 EQUIPMENT STANDARDS DIVISION QAR

14 COMMISSION SECRETARIAT QAR

15 MANAGEMENT DIVISION (QUALITY MANAGEMENT SYSTEM)

QAR

16 DEPUTY, QAR QAR

17 DIRECTOR, NCR QAR

18 DIRECTOR, REGION I QAR

19 DIRECTOR, REGIONAL OFFICE II QAR

20 DIRECTOR, REGIONAL OFFICE III QAR

21 DIRECTOR, REGIONAL OFFICE IV QAR

22 DIRECTOR, REGIONAL OFFICE V QAR

23 DIRECTOR, REGIONAL OFFICE VI QAR

24 DIRECTOR, REGIONAL OFFICE VII QAR

25 DIRECTOR, REGIONAL OFFICE VIII QAR

26 DIRECTOR, REGIONAL OFFICE IX QAR

27 DIRECTOR, REGIONAL OFFICE X QAR

28 DIRECTOR, REGIONAL OFFICE XI QAR

29 DIRECTOR, REGIONAL OFFICE XII QAR

30 DIRECTOR, CAR QAR

31 DIRECTOR, CARAGA QAR

All registered manual holders shall be furnished a copy of amendment/s and new editions. They shall be required to surrender the invalid/obsolete copy to the Quality Assurance Representative in exchange of the approved revised copy.



Document Title DISTRIBUTION LIST

Document Code QPM-i Reviewed by QAR



Amendment or revision to any page/s of the manual shall be made whenever necessary to reflect the current quality system.

Any amendment or revision to any page/s of the quality manual shall be approved by the Commissioner and implemented by the Quality Assurance Representative (QAR). The QAR shall be responsible for reviewing all amendments/revisions before approval is given to any changes. Routing should be carried out to all key personnel and holders of controlled copies of this manual, especially those functions that are affected by the change. Any comments made during the routing may be taken into consideration by the QAR when reviewing the Changes.

Amendments/revisions shall be documented using the amendment/revision record within which shall reflect the updating.

For any amendment or revision, the new issue or revision shall be distributed to all holders of this manual according to its Distribution List.

At every change or amendment, only the page/s should be re-issued. The re-issuance of the page/s shall cancel and replace all previous page/s. The amended page shall be identified by amendment number and the date of amendment shall be indicated.

A review of this quality manual shall be made at least once a year to reaffirm its adequacy and conformance to current requirements of the Convention and the Commission.



Document Title MASTER LIST / DOCUMENT REVISION RECORD

Document Code QPM-ii Reviewed by QAR



Reference

Code

TITLE

Revision

No.

Revision

Date

No. of Page/s

i Foreword 00 1

ii Introduction 00 1

iii The Commission 00 3

A. Background 00 1

B. Mission 00 1

C. Vision 00 1

Quality Policy Manual 00 1

QPM-i Distribution List 00 1

QPM-ii Master List/Document Revision Records

00 2

QPM-iii NTC Functions (overview) 00 1

QPM-iv Normative References 00 1

QPM-v Definition of Terms 00 7

QPM-01 Management Responsibility 00 18

QPM-02 Quality System 00 3

QPM-03 Control of Documents 00 3

QPM-04 Control of Non-Conformance 00 1

QPM-05 Corrective and Preventive Maintenance.

00 1

QPM-06 Control of Quality Records 00 1

QPM-07 Internal Quality Audit 00 3

QPM-08 Training 00 1

QPM-09 Statistical Data 00 1

QPM-10 Control Functions 00 2

QPM-11 Handling, Storage, Packaging, Preservation and Delivery

00 1

QPM-12 Purchasing 00 1

QPM-13 Feedback Mechanism 00 1



Document Title MASTER LIST / DOCUMENT REVISION RECORD

Document Code QPM-ii Reviewed by QAR



The core functions of NTC under its Rationalization Plan (May 2013) is in accordance with its enabling legislations mandating it to be “primarily responsible for the regulation, supervision and control over all communications, telecommunications and broadcast, including cable television (CATV) facilities and services” in the country equipped with both regulatory and quasi-judicial powers :

1) Rule-Making 2) Quasi-Judicial 3) Radio spectrum (frequency) management 4) Consumer welfare and protection 5) Commitments to regional and international bodies/organization to which the Philippines is a party.

1. Rule-Making – power to establish and prescribe rules and regulations, standards, specifications in all cases related to the issuance of Certificate of Public Convenience and administer and enforce the same; and promulgate such rules and regulations, as public safety and interest may require, to encourage a larger and more effective use of communications, radio and television broadcasting facilities, and to maintain effective competition among private entities in these activities whenever the Commission finds it reasonably feasible. 2. Quasi-Judicial – the quasi-judicial or adjudicatory function of the NTC pertains to its power to investigate facts or ascertain the existence of facts, hold hearings, weigh evidence, and draw conclusions from them as bases for their official functions; allows NTC to conduct formal hearings and technical and financial evaluations on applications for Certificate of Public Convenience and Necessity for the operation of public telecommunications and broadcast services and facilities and on petitions for authority to charge rates, increase capitalizations, investments and other related matters. 3. Radio spectrum (frequency) management consists of the following processes and procedures:

a) Radio spectrum planning – pertains to the development of radio spectrum allocation policies, plans, and regulations relating to the use of the radio spectrum. b) Radio frequency/channel assignment – pertains to the frequency assignment process for radio communications systems in accordance with the national frequency allocation plan.



Document Title NTC FUNCTIONS

Document Code QPM-iii Reviewed by QAR



c) Licensing – pertains to the process of conferring the legal authority to operate a radio station under specific conditions,

issuance of Certificate of Public Convenience (CPC) for the operation of

communication utilities and services, radio communication systems, wire or

wireless telephone or telegraph systems, radio and television broadcasting

systems and other similar public utilities. Sec. 15 (a) of EO 546

grant permits for the use of radio frequencies for wireless telephone or

telegraph systems, radio and television broadcasting systems. Sec. 15 (c)

of EO 546

undertake the examination and licensing of radio operators. Sec. 15 (i) of

EO 546

d) Radio and Communications Equipment Standards and Certification – pertains to the formulation of technical regulations and standards for telecommunications equipment and the issuance of Type-Approval/Acceptance certificate, importation permits/clearances for customer premises equipment (CPE) and other telecommunications equipment. e) Radio Enforcement (monitoring, inspection and investigation)

spectrum monitoring serves as the eyes and ears of the spectrum

management process. Authorized use of spectrum does not ensure that it

is being used as intended.

inspection and investigation functions are primarily being performed by the

ROs through inspection and field investigation, scanning of the entire radio

frequency spectrum with the use of sophisticated radio monitoring and

electronic equipment and analyzes and evaluates the various signals

monitored, measures frequencies of radio stations to determine

whether or not they are within the tolerance prescribed under

domestic and international laws and regulations.

f) International Cooperation – The Philippines is a signatory to various treaties and international conventions, and a party to various international organizations, such as International Telecommunications Union (ITU), International Maritime Organization (IMO), World Radio Conference (WRC), ASEAN Telecom Regulators’ Council (ATRC), and Asia Pacific Telecommunity (APT). The NTC safeguards national interests in multilateral and bilateral negotiations where radio spectrum is discussed.







g) National Cooperation – NTC coordinates with, and consults the radio users composed of the businesses, communications industries, government users and the general public

4. Consumer Welfare and Protection – NTC promotes consumer welfare by facilitating access to services geared toward the needs of individual and business users, and protect them against abusive market behavior of dominant players through investigation of complaints and exacting compliance with service standards. 5. Commitments to regional and international bodies/ organizations to which the Philippines is a party – (related to the international cooperation function of NTC)







The following standards and references are relevant to the undertaking and in the implementation of the Quality Standard System.

Executive Order 546 - Section 14 Creation of the National Telecommunications Commission

Republic Act No. 3846 An act providing for the regulation of radio stations and radio communications in the Philippines and other purposes.

Republic Act No. 9184 (R.A. 9184) "Government Procurement Reform Act"

Office Order No. 57-07-2013 Rationalization Plan of the National Telecommunication Commission (NTC)

Office Order No. 79-08-2013 Conduct of Regional Management Review Meetings

Office Order No. 87-09-2013 Additional Functions of the Management Division under the Planning, Financial and Management Branch

Office Order No. 101-09-2013 Feedback Mechanism in the Delivery of Services

Memorandum Circular 19-12-2000 Administrative Fees and Charges of NTC

Memorandum Circular 10-09-2002 Administrative Fees and Charges for GSM Radio Base Stations)

Memorandum Circular 10-10-97 Spectrum User Fees

Memorandum Circular 11-12-2001 Amendments of Section 4 and Section 5 of MC 10-10-97



Document Title NORMATIVE REFERENCES

Document Code QPM-iv Reviewed by QAR



1. AUDIT – a systematic, independent and documented process for obtaining audit

evidence and evaluating it objectively to determine the extent to which the Audit

criteria are fulfilled.

2. AUDIT PLAN – refers to the description of the activities and arrangement of an

audit.

3. AUDIT PROGRAM – refers to arrangements for a set of one or more audits

planned for specific time frame and directed towards a specific purpose.

4. AUDIT TEAM – refers to one or more auditors conducting an audit, supported if

needed by technical experts.

5. AUDITEE – refers to the unit/division being audited.

6. AUDITOR – refers to the person with the demonstrated personal attributes and

competence to conduct an audit.

7. BROADCASTING SERVICE – A radio communication service in which the

transmissions are intended for direct reception by the general public. This service may include sound transmissions, television transmissions or other types of transmission.

8. BROADCASTING STATION – A station in the broadcasting service. 9. CATV STATION LICENSE – should be secured by a CATV operator once given

a Certificate of Authority and/or CPCN

10. CERTIFICATE OF PUBLIC CONVENIENCE (CPC) - a grant consistent with the telecommunications policies and objectives to a qualified applicant, after due notice and hearing, of a final authority to own, operate and maintain a public telecommunications/broadcast facility/service by the National Telecommunications Commission

11. CERTIFICATE OF AUTHORITY (CA) - authority to operate Cable Antenna

Television (CATV) system shall be granted by the Commission on a non-exclusive basis and for a period not to exceed ten (10) years, renewable for another similar period: Provided, that such certificate shall be subject to the limitation that the authority to operate shall not infringe on the television and broadcast markets.



Document Title DEFINITION OF TERMS

Document Code QPM-v Reviewed by QAR



12. CLIENT- the recipient of a product or service.

13. COMMISSION – shall mean the National Telecommunications Commission

Headed by a Commissioner and assisted by two (2) Deputy

Commissioners.

14. COMMISSIONER – shall refer to the appointed head of NTC with executive

powers to direct its activities and implement its policies.

15. CONTROLLED DOCUMENT – an identified document which is considered

necessary to deliver the required quality services expected of the Commission

in the issuance of STCW Certificate of Competency. This document is allocated

to a specified recipient who shall automatically be provided with amendments

and re-issues.

16. CONSTRUCTION PERMIT - is a certificate or written authority issued by the

NTC for the construction or installation of a radio station as required by these

regulations.

17. CORRECTIVE ACTION – action taken to eliminate the cause of an existing non-

conformity, defect or other undesirable situation in order to prevent recurrence.

18. CUSTOMER – refers to other member agencies, seafarers, RMTI, MAC who

are directly or indirectly dealing with them.

19. DEPUTY QUALITY ASSURANCE REPRESENTATIVE – refers to the

responsible person who assists the QAR in the implementation of the QSS.

20. DIRECT-TO-HOME / DIRECT-TO-USER - a subscribed TV service operating in

the broadcasting satellite service band

21. DOCUMENT – a paper or any form of software containing information for the

establishment of facts, evidence or proof.

22. FIRST LEVEL Internal Quality Audit - Refers to the self-assessment conducted

on an annual basis by each member-agency to ensure continual improvement







of their Quality Standards System (QSS) and compliance to the requirements of

the 1978 STCW Convention, as amended.

23. INTERNAL QUALITY AUDIT (IQA) – the office and person responsible for

evaluating whether or not quality systems are being implemented and make

recommendations to the Chairman to improve them.

24. ITU – International Telecommunications Union.

25. LEAD QUALITY AUDITOR – an auditor designated to manage a quality audit.

26. MAJOR NON-CONFORMANCE – refers to the absence of one or more of the

required system elements of the Quality Standards Systems or a situation which

raises significant doubt that the education, training, or services will meet the

specified requirements.

27. MANAGEMENT REVIEW – a formal evaluation by the top management of the

status and adequacy of the implementation of the Quality Standards System.

28. MINOR NON-CONFORMANCE – refers to a single system failure or lapse in

conformance with a procedure relating to the applicable standard. This failure

does not indicate a system breakdown nor raises doubt that the education,

training or services will meet the specified requirements.

29. MULTIPOINT VIDEO DISTRIBUTION SERVICE – a subscribed TV service

operating in the terrestrial (fixed) multi-band distribution band allocation

30. NON CONFORMITY – an observed situation where objective evidence indicates

the non-fulfillment of specified requirement.

31. NON-CONFORMANCE – refers to the deficiency or non-compliance with the

required standards and procedures in the implementation of the approved

course programs.

32. NOTEWORTHY EFFORTS (NE) – refers to initiative undertaken by the

institution to achieve higher level of qualitative results (e.g. best practices that

resulted towards further improvement of expected outcomes).







33. NTC – National Telecommunications Commission.

34. OBJECTIVE EVIDENCE – is a factual exhibit or information which can be

proven to be true, based on facts obtained through audit activities like

observation, measurement test or other means of evaluation of an activity.

35. OBSERVATION – is not a non-conformance but something that could lead to a

non-conformance if not properly addressed or a finding without clear evidence

to verify that it constitutes a non-conformance.

36. OBSERVER – refers to a person who accompanies the audit team but does not

audit. 37. ORIGINATOR – official or employee, unit, section, division or office where the

non-conformance occurs and where the preventive and corrective action should

be taken.

38. OUTSOURCED PROCESS – Refers to process that the commission needs for

the QSS which they have chosen to be performed by an external party.

39. PERMIT TO DEMONSTRATE/PROPAGATE – a written authority issued by the

NTC to registered dealers/manufacturer of radio communication equipment allowing them to use certain frequencies for demonstration and/or propagation test purposes.

40. PERMIT TO IMPORT – is a certificate or a written authority issued authorizing a person, firm, company, association or corporation to import a type approved and/or accepted radio communication equipment.

41. PERMIT TO PURCHASE - is a written authority or certificate issued by the NTC to a person, firm, company, association or corporation, authorizing the holder thereof to purchase a radio transmitter or transceivers.

42. PERMIT TO POSSESS - is a certificate or written authority issued by the NTC,

authorizing a person, firm, company, association or corporation to possess a

radio transmitter or transceiver.







43. PHILIPPINE NATIONAL SINGLE WINDOW (PNSW) – a computerized internet-based system that allows parties involved in trade to lodge information and documents with a single entry point to fulfill all import, export and transit-related regulatory requirements.

44. PREVENTIVE ACTION – an action taken to prevent a possible non-conformity

to occur.

45. PROCEDURE – A series of steps followed in a regular order, what shall be done

and by whom, when and how it shall be completed.

46. PRODUCT/SERVICE – Refers to the documentary evidence in reference to the

process of continuous monitoring of the QSS of member-agencies and METIs.

47. PROVISIONAL AUTHORITY (PA) – an authority, for a limited period, granted to

a qualified Applicant to operate and maintain a public telecommunications/broadcast/CATV facility/service by the Commission, pending the grant of CPC/CA

48. PUBLIC CALLING STATIONS/OFFICE AND/OR TELECENTER SERVICE PROVIDER (PCOTSP) – refers to a person/entity who, by providing its own public calling station and/or telecenter equipment, provides telephone service.

49. PUBLIC TELECOMMUNICATIONS ENTITY (PTE) - any person, firm, partnership or corporation, government or private, engaged in the provision of telecommunications services to the public for compensation.

50. QSS – Quality Standards System.

51. QUALITY – totality of characteristics of an entity that bear on the ability to satisfy

stated and implied needs.

52. QUALITY ASSURANCE (QA) – refers to the planned and systematic activities

implemented within the quality system and demonstrated as needed to provide

adequate confidence that an entity will fulfill requirements for quality.

53. QUALITY ASSURANCE REPRESENTATIVE (QAR) – the person charged with

the responsibility of ensuring that the requirements of the Quality System are

understood, implemented and maintained.







54. QUALITY AUDIT – is an independent and systematic evaluation conducted to

determine.

55. QUALITY MANUAL – is an authorized document stating the quality policy and

describing the quality system of an organization.

56. QUALITY POLICY – is the formal statement expressed by the top management

setting-up guidelines for actions to be taken by all employees of a company to

reach its quality objectives.

57. QUALITY SYSTEM – consists of an organizational structure, responsibilities,

quality policy manual and procedures, quality records, processes and resources

needed to implement quality management to meet the quality objectives.

58. QUALITY SYSTEM AUDIT – an audit that reviews the activities in a quality

system.

59. RADIO STATION - One or more transmitters or receivers or a combination of

transmitters and receivers, including the accessory equipment, necessary at one

location for carrying on a radio communication service. Each station shall be

classified by the service in which it operates permanently or temporarily.

60. RADIO STATION LICENSE – an authorization issued by NTC to an entity or

operate radio stations.

61. RECORD – is any written amount of facts obtained from an observation or an

event. In quality assurance, a record is normally a chart, a form, or a document

which furnishes objective evidence of activities performed or results achieved.

62. SERVICE – the result of activities or processes.

63. SLB – Special Licensing Branch.

64. TEMPORARY PERMIT (TP) – permit being issued for the actual operation of

the broadcast station/CATV station and should be secured by a broadcast/CATV operator once given a PA







65. TV RELAY STATION - A TV station re-transmitting programs from a main station

(i.e. Metro Manila Station)

66. TV TRANSLATOR - A TV Relay station operating below 100 watts

67. UNCONTROLLED DOCUMENT – a document which is issued for information

purposes only. The recipient of the document shall not be provided with the

amendments and re-issues.

68. VALUE-ADDED SERVICES (VAS) – refer to enhanced services beyond those ordinarily provided for by local exchange and inter-exchange operators, and overseas carriers through circuit switched networks.

69. VALUE-ADDED SERVICE (VAS) PROVIDER – an entity which, relying on the transmission, switching and local distribution facilities of the local exchange and inter-exchange operators, and overseas carriers, offers enhanced service beyond those ordinarily provided for by such carriers.

70. VERIFICATION-The act or process of determining whether an activity or service

meets specified requirements.

1. Whether quality activities and related results comply with the quality

system documentation.

2. Whether the procedures in the quality system documentation are

implemented effectively and are suitable to achieve the desired

objectives.

55. VOICE OVER INTERNET PROTOCOL (VOIP) SERVICE – is the provision of voice communication using Internet Protocol (IP) technology, instead of traditional circuit switched technology.







Quality Policy

The National Telecommunications Commission (NTC), pursuant to Act 3846, as amended, is mandated to provide regulations to all telecommunications services in the country. The Act empowers the Commission to regulate the construction, manufacture, possession, control, sale and transfer as well as the establishment, use, operation of all of radio, broadcast and telecommunications services.

The National Telecommunications Commission commits to ensure the implementation, compliance and effectiveness of its Quality Management System through regular internal assessment and management review. The NTC shall maintain continuity of the quality standards regardless of change in staff. The Commission shall continuously pursue quality improvement by means of periodic feedback as well as from the result of assessment, evaluation and observation with purpose to meet customer satisfaction.

Signed: ______________________ Date: January 8, 2016 GAMALIEL A. CORDOBA Commissioner



Document Title MANAGEMENT RESPONSIBILITY

Document Code QPM-01 Reviewed by QAR



The Commission is committed to ensure that:

1. All licensing and monitoring activities carried under its authority are

continuously monitored thru a quality standard system to ensure achievement of defined objectives.

2. All key personnel who will manage perform and verify work affecting

quality and define their responsibilities and authority limits are identified. 3. The hierarchy of functions, which clearly defines the line of responsibility

and accountability, are properly established to ensure quality performance in all levels.

4. There is adequate resources for the management and performance of

work, which includes necessary verification activities and regular audits are properly provided for.

5. Officials and employees are properly trained to ensure compliance to the

established quality management system. 6. A qualified Quality Assurance Representative be appointed who will be

responsible for the establishment, implementation and maintenance of the NTC Quality Management System and reporting of its performance.

7. The Quality Management System is understood, implemented and

maintained by the concerned officials and employees. 8. An internal audit shall be conducted at least once a year.







1.0 Field of Application

The Quality Management System shall cover the following activities carried out by the different departments/divisions/sections:

1. Application for Certificate of Public Convenience and Necessity

(CPCN)/Authorization of PTEs 2. Extension/Renewal of Provisional Authority 3. Issuance of Permits

a. Permit to Import

b. Permit to Purchase / Permit to Possess

c. Permit to Construct d. Demo Permit

4. Issuance of Frequency Assignment Sheet (FAS), Frequency Assignment Notice (FAN) and Notice of Frequency Supportability (NFS)

5. Issuance of Type Acceptance/Approval Certificate and Grant of Equipment Conformity Certificates

6. Issuance of New/Renewal/Modification of Radio Station License/TVRO 7. Issuance of Certificate of Registration

a. TVRO b. Wireless Date Network (WDN) Registration c. Short Range Devices (SRD) Registration

8. Issuance of Short Range Radio Service (SRRS) Equipment Permit to Purchase

9. Blocking of Lost Cellular Phone and SIM Cards 10. Complaint on Text Message







2.0 Quality Objective:

1. To handle the organization’s sources strategically through effective planning.

2. To ensure the implementation, compliance and effectiveness of its Quality Management System (QMS) in order to meet customer requirements.

3. To monitor adherence to objectives and its Key Performance Indicators (KPI) and performance measures on quality, efficiency and timeliness.

4. To make all personnel aware and its regulatory and statutory requirements by disseminating all issuances, memoranda, advisories and notices

5. To facilitate the effective deployment and improvement of the QMS.

3.0 Organization

The organizational chart of the NTC is shown in Figure 1. Responsibilities of each unit are described below:

3.1 Special Licensing Branch (SLB)

The SLB acts on all non-decentralized radio service licenses pursuant to local and international radio rules and regulations, conventions, and treaties where the Philippines is a party.

(a) Special Radio Services Division (SRSD)

The SRSD acts on all non-decentralized licensing functions of non-carrier radio communications network in the fixed and land mobile services, and all applications for permit to import radio communications equipment, wireless data network equipment and devices filed through the Philippine National Single Window.







(b) Safety Radio Services and STCW Compliance Division (SSCD) Note: The functions and corresponding procedures are provided in the separate NTC Quality Standards System (QSS) Manual which has been issued ISO 9001:2008 Certification valid until October 2016 for the Accreditation of Radio Maritime Training Institutions and Assessment Centers and Administration of GMDSS Radio Operator Examination.

3.2 Administrative Branch

(a) Human Resource Division:

1. Prepare and recommend to the Commission an annual, medium and long-term training plans and programs as well as policy measures and programs related to training.

2. Conduct and/or coordinate training of all employees of the Commission.

3. Seek the assistance of concerned government agencies to obtain scholarship grants from local and foreign entities for deserving employees of the Commission and for those who need to be trained by reason of their functions.

4. Seek the assistance of training institutions for the improvement of the training plans and programs and training facilities of the Commission.

5. Conduct researches and studies on human resource development to optimize training resources, including the measurement of the quality of training programs through post-training evaluation.

(b) General Services Division

The General Services Division is tasked to provide office supplies, materials, equipment, documents and certificates of the divisions performing maritime related functions and activities as well as the various offices of the Commission.







(c) Central Records Section

The Central Record Section shall be responsible for the storage and preservation and safekeeping of records or files of documents and certificates essential to the certification and accreditation functions of the Commission.

3.3 Legal Branch

The Legal Branch conduct formal hearings on applications for Certificates of Public Convenience and Necessity for the operation of communications utilities and services, radio communications systems, wire or wireless telephone or telegraph systems, radio and television broadcasting systems, and other similar public utilities and petitions for authority to charge rates, increase capitalization, incur loans and other related matters.

The Legal Branch acts on: a. Extension/Renewal of Provisional Authority

b. The litigation of questionable permits, licenses, documents, and

other matters requiring legal action

3.3.1 Consumer Welfare and Protection Division (CWPD)

The CWPD shall act on all consumer complaints related to the provision of services by public telecommunications entities (PTEs), broadcast and CATV companies, radio and telecommunications equipment suppliers, including radio dealers and mobile phone suppliers; and handle complaints regarding stolen mobile phones and illegal/obscene texts and messages, including spam, fraudulent texts, threats and other related items, in coordination with appropriate offices and agencies.







3.4 Regulation Branch

The Regulation Branch supervises and regulates all public telecommunications entities by formulating and developing rules and regulations.

(a) Networks and Facilities Division (NAFD) The NFD acts on all applications for permits and licenses filed by public telecommunications entities as part of the authorization and registration process.

(b) Services and Interconnections Division

The SID acts on all applications for authorization and registration by public telecommunication entities; recommend minimum service performance standards; and prepare studies, comments, position papers and recommendations on international issues affecting the Philippine telecommunications sector, including international traffic settlements, matters and issues raised by international organizations.

3.5 Broadcast Services Division (BSD)

The Broadcast Services Division undertake the functions pertaining to

the regulation of the broadcast and cable TV operations to include

issuance of provisional authorities / certificate of authorities / certificate

of public convenience and necessity of all broadcasting TV and radio

stations including cable TV system. BSD also undertake the functions of

issuing permits/ licenses of broadcast stations, cable TV stations and

auxiliary stations of broadcast and cable TV networks.

3.6 Equipment Standards Division

The Equipment Standards Division (ESD) evaluates communications and wireless equipment for conformance to international and national standards. Prior to use and market to the Philippines, all communications and wireless equipment such as transceivers, Bluetooth devices, mobile







phones must be issued a Type Acceptance Certificate, Type Approval Certificate of a Grant of Equipment Certificate.

3.7 Radio Spectrum Management Division (RSPD)

The Radio Spectrum Management Division provide long term policies in planning, coordinating, regulating and administering the use of radio spectrum within the country, except for radio services with pre-allocated frequency bands, such as the maritime, aeronautical and radio broadcast services (AM and FM radio and television); and sub-allocate radio frequency bands for various radio services in accordance with international regulations, national priorities and factors that may influence spectrum planning, namely: policy and legal, economics, social, ecological and technical factors;

3.8 Planning, Financial and Management Branch

(a) Information Technology Unit (ITU)

The Information Technology Unit shall be responsible for the continued operation of all computer systems (Hardware and Software) and accessories used in the performance of quality services.

(b) Management Division (QMS)

The Management Division is in charge of the Quality Management System of the Commission and shall be under the direct supervision of the Quality Assurance Representative (QAR) and shall have the following duties and responsibilities:

1. Verify whether all internal management control, monitoring

measures and procedures comply with the QSS manual.

2. The Chief, Management Division is tasked to conduct a systematic monitoring activity, including internal quality assurance reviews.

3. Identify strengths and weaknesses of the quality procedures, and whether the latter are properly complied with.

4. Document the results of each quality assurance review and inform the responsible person of such results.







5. Establish corrective action and improvement plans in order that timely action is taken to correct the deficiencies.

6. Assist the QAR in the revision / amendment of the QMS manual.

7. Maintain and update QMS Manual in coordination with all the concerned units of the Commission.

8. Review all proposed amendments of concerned units prior to

Presentation, deliberation and approval of the Management Review Committee (MRC); and final inclusion in the QMS Manual.

9. Implement corrective and preventive action/s in coordination

with the Internal Auditors regarding non-conformance of concerned unit/s.

3.9 Industry Planning and Management Branch (IPMB)

Industry Planning and Management Branch (IPMB), is a newly created branch under the Rationalization Plan. IPMB undertakes sectoral planning and ensure the quality, safety, reliability, security, compatibility and interoperability of telecommunications facilities and services in conformity with standards and specifications set by international radio and telecommunications organizations to which the Philippines is a signatory. 3.9.1 The Industry Planning and Research Division (IPRD)

A newly created division under the IPMB is responsible for the provision of services relating to broadcast and public telecommunications industry planning and development; advice to management on the status, current trends and developments in the broadcast and telecommunications industry; continuing analysis of economic conditions and trends relating to the sectoral area in which the NTC is concerned.







3.10 Regional Offices

Under the Rationalization Plan, the NTC has fifteen (15) regional offices including the newly institutionalized Regional Office No. XIII (CARAGA Regional Office). The regional offices are under the direct supervision of the Office of the Commissioner. The NTC Regional Offices are:

NTC Regional Office No. I (San Fernando, La Union)

NTC Regional Office No. II (Tuguegarao, Cagayan)

NTC Regional Office No. III (San Fernando, Pampanga)

NTC Regional Office No. IV (Batangas City)

NTC Regional Office No. V (Legaspi City)

NTC Regional Office No. VI (Iloilo City)

NTC Regional Office No. VII (Mandaue City, Cebu)

NTC Regional Office No. VIII (Tacloban)

NTC Regional Office No. IX (Zamboanga City)

NTC Regional Office No. X (Cagayan de Oro City)

NTC Regional Office No. XI (Davao City)

NTC Regional Office No. XII (Cotabato City)

NTC Regional Office No.XIII (Butuan City)

NTC National Capital Region

NTC Cordillera Autonomous Regions

The Regional Offices perform the following functions:

Enforce and implement telecommunications laws and other pertinent laws, decrees, letters of instructions, and rules and regulations promulgated therewith, as well as policies and guidelines set by the Commission governing the installation and operation of all telecommunications services or stations and facilities, including radio and television broadcasting systems within the regional area;







Upon authority of the Commission, conduct hearings for the grant of authorization to operate telecommunications public utilities or services and submit recommendation thereon to the Commission;

Attend to the inspection and field investigation of all telecommunications services or stations, including radio and television broadcasting system, and in the monitoring of the radio frequency spectrum;

Assist the Legal Branch in the conduct of administrative investigation against erring employees below the rank of the Assistant Regional Director of the RO;

3.11 Quality Assurance Representative (QAR)

A Quality Assurance Representative shall be designated and ensure that the quality systems procedures within the organizational field of application is established, implemented and maintained.

The Quality Assurance Representative has the following functions: a) To ensure that only approved documents are being used and

obsolete documents are removed from the system.

b) To implement corrective and preventive action(s) when necessary, and to ensure that follow-up is carried out to monitor and evaluate the effectiveness of the corrective action.

c) To ensure that non-conformance/s are appropriately reviewed and disposed of.

d) To coordinate and be responsible to clients on all matters related to quality.

e) To be responsible for initiating internal quality audits at specified time frames and to monitor and evaluate its subsequent follow-up.

f) To coordinate with the foregoing units, sections and divisions on quality matters.

g) To ensure the conduct of internal quality audits.







h) To submit regular reports such as, but not limited to, summary of internal quality audit findings and feedbacks from customers.

i) To effect changes done in QMS.

3.12 Deputy Quality Assurance Representative (DQAR)

The Deputy Quality Assurance Representative shall assist the QAR for the proper and effective implementation of the Commission’s Quality Management System.

3.13 Management Review Committee (MRC)

The Management Review Committee shall be responsible for the effective implementation of the Quality Management System, which includes among others i.e. corrective and preventive actions on non-conformances, internal and external audit.

3.13.1 Management Review Meeting (MRM)

NTC shall conduct at least once a year a management review to ensure the continued applicability, suitability and effectiveness of the quality system in complying with its policies and standards.

The management review shall include but not limited to:

Over-all system effectiveness

Consideration of new policies, rules and regulations

Internal and external audit reports

Non-conformities and complaints

The QAR shall keep the record of said meeting for five (5) years.

3.13.2 Regional Management Review Meeting (RMRM)







All Regional QAR shall conduct a Regional Management Review meeting within their area of jurisdiction to ensure effectiveness of the QMS.

The RMRM Agenda shall include but is not limited to the following:

Result of First Level and/or Second Level Audit

Result of Central Management Review Meeting

Feedback from seafarers

Process Performance

Resources and Training Requirements

Other matters

The Agenda, Record of Attendance and Minutes of Meeting shall be forwarded to the Quality Assurance Representative (QAR). RMRM shall be conducted at least once a year.

3.14 Documents and Records Control Officer

The Document and Records Control Officer is in charge of the record keeping of all documents pertaining QMS manual. He shall ensure that all documents are kept safe, orderly and are available when needed.

3.15 Quality Assurance Representative Secretary

The Quality Assurance Representative Secretary shall be responsible for the recording of all incoming and outgoing documents. He/she shall assist the QAR in scheduling and recording the minutes of the meeting;







coordinates with the Chief, Management Division, Management Review Committee, and all unit Heads regarding updates and maintenance of existing QMS.

Figure 1 ORGANIZATIONAL STRUCTURE







Deputy Commissioner Deputy Commissioner

Legal Branch (LB)

Quality Assurance Representative (QAR)

Administrative Branch

(AB)

Human Resources

Division

Planning, Financial and Management Branch (PFMB)

Deputy Quality Assurance Representative (DQAR)

Safety Radio

Services and STCW Compliance

Division (SSCD)

Internal Legal Affairs

Division (ILAD)

Special Licensing

Branch (SLB)

Finance Division

(FD)

Broadcast Services Division

Radio Spectrum Planning Division

Networks

and Facilities Division (NAFD)

Regulation Branch (RB)

Industry Planning and Management

Branch (IPMB)

Industry Planning

and Research Division (IPRD)

COMMISSIONER

4.0 RESOURCE MANAGEMENT 4.1 Provision of Resources

NTC ensures that each unit is provided with sufficient, competent, qualified, experienced and trained personnel to implement and control all their respective scopes of responsibilities and activities. NTC shall allocate resources on the conduct of quality standards system activities. This shall include provision of equipment, software, supplies and materials, including assignment of trained and qualified personnel to monitor verification activities, including internal quality audits.

4.2 Human Resources 4.2.1 General

To ensure all the respective scope of services are maintained and improved, and appointing competent human resources to take care of the dynamic demands for higher education, training and qualification standard.

4.2.2 Competence, Training and Awareness







15 Regional Offices

Records Section

General Services Division

Information Technology Unit (ITU)

Adjudication Division

(AD)

Consumer Welfare

and Protection Division

(CWPD)

Corporate Planning & Programming

Division

Management Division

(MD)

Special Radio Services Division

Services and

Interconnection Division

(SID)

Equipment Standards Division (ESD)

4.2.2.1 NTC has established a Team of trained and qualified

independent Auditors and Evaluators to periodically audit/monitor its units.

.1 QUALIFICATIONS FOR AUDITORS:







QUALIFICATION LEAD

AUDITOR AUDITOR

SUPPORT STAFF /

OBSERVER

Education College

Graduate Tertiary Level

Auditor training Certificated in Lead Auditors

Course

Certificated in ISO 9001:2008

Certificated in Internal Quality Audit

Audit experience

At least four complete audits within the last five (5) years

At least three complete audits

as observer within the last

five years

N/A

Knowledge Applicable Radio Laws and Regulations Basic knowledge of the QMS

.2 QUALIFICATIONS FOR QSS PERSONNEL:

POSITION MINIMUM REQUIREMENTS

Quality Assurance Representative

Director Level Certificated in ISO 9001:2008 Proficient in their agency’s QMS

Deputy Quality Assurance Representative

Supervisory level duly designated by the member-agency

Certificated in ISO 9001:2008 Proficient in their agency’s QMS

QAR Secretary Training in ISO 9001:2008







POSITION MINIMUM REQUIREMENTS

Basic knowledge of the QMS

Documents and Records Control Officer

Certificated in ISO 9001:2008 Certificated in Document and Records

Control Basic knowledge of the QMS

4.3 Infrastructure

NTC has determined, provided and maintained the infrastructure needed to achieve QMS compliance by providing within NTC building sufficient office space and associated utilities, process equipment and supporting services.

4.4 Work Environment

NTC has determined and managed the work environment needed to achieve conformity to the QMS.

Details of activities are found in QPR-01.







General

This Quality Management System (QMS) prescribes NTC’s organizational structure, quality policy, processes, procedures, work instructions and the documents and forms.

This QMS shall cover the following activities carried out by National Telecommunications Commission.

1. Financial and Technical Evaluation of Application for Certificate of Public

Convenience and Necessity (CPCN) / Authorization of Public Telecommunications Entities (PTEs)

2. Extension/Renewal of Provisional Authority

3. Issuance of Type Acceptance/Approval Certificate and Grant of Equipment Conformity Certificates

4. Issuance of Frequency Assignment Sheet (FAS), Frequency Assignment Notice

(FAN) and Notice of Frequency Supportability (NFS)

5. Registration of Value Added Services (VAS) Providers, Public Calling Stations / Offices / Telecenters and VOIP Providers / Resellers

6. On-Line Issuance of Clearance/Permit to Import Telecommunications Equipment

to PTEs through the National Single Window (NSW)

7. New/Renewal with Modification of Radio Station License, Construction Permit, Demo Permit, and Certificate of Registration for Public Telecom Carriers.

8. Issuance of Purchase/Possess Permits of the Public Telecom Entities /Carriers

9. Issuance of Permits / Licenses for Broadcast Stations, Cable TV Stations and Auxiliary Stations of Broadcast and Cable TV Networks



Document Title QUALITY SYSTEM




10. Issuance of Short Range Radio Service (SRRS) Equipment Permit To Purchase

11. Issuance of Permit / License / Certificate by the Regional Offices

The QMS is documented in three (3) levels as follows: Quality Systems Procedures

The Commission shall document procedures and shall effectively monitor the implementation of its quality system.







Figure 2

Quality Policy Manual

Quality Forms and Documentation Manual

LEVEL

3

LEVEL

2 Quality Procedures Manual (Describes how the Policies will

be achieved)

LEVEL

1

Quality Planning

NTC shall undertake quality planning activities in determining whether the requirements for quality system are met and improved. NTC shall adopt the continual improvement diagram as its quality plan.







CONTINUAL IMPROVEMENT OF THE QUALITY STANDARDS SYSTEM

FEEDBACK

LEGEND: Information flow

Value-adding activities

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LIA

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ISF

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MANAGEMENT

REVIEW

RESOURCE MANAGEMENT

Administrative Branch, Planning, Financial & Management Branch

MEASUREMENT,

ANALYSIS and IMPROVEMENT

Rules and

Regulations

Permits, Licenses,

Certificates,

Registrations

(PRODUCT)

SERVICE REALIZATION Regional Offices,

Central Office

CWPD


General

All documents related to Quality Management System, including documents of external origin, shall be controlled. Copies of Policy Manual, Procedures Manual and Support Procedures Manual shall be issued to authorized personnel (see Distribution List). Documents and Data Approval Issue It is the duty of the holders of the controlled copy to ensure that it is available to the personnel responsible in the performance of the activities. The holders of the controlled copy shall be informed and issued with revised page/s whenever there is an amendment or revision to the manual. Uncontrolled copies may be issued to any government agency or private organization / association, upon request, subject to the approval of the Commissioner. Uncontrolled copies of this manual shall not be maintained as part of the documentation control procedure. A record of distribution shall be generated and maintained by the Quality Assurance Representative who is responsible for issuing and control of this manual and its subsequent revision/s. Recipient of this quality policy manual shall be required to acknowledge receipt hereof. The issue status, which includes the revision number and the date of revision of a page of the Manual, is stated at the top right corner of each page.

All documents and data that relate to the Quality Management System are controlled in a manner that ensures the following:



Document Title CONTROL OF DOCUMENTS




1.1 Documents and data are reviewed and approved for adequacy by the originator and/or authorized officers before they are issued.

1.2 Pertinent issues of documents shall be available at areas where the Quality Management System is being performed.

1.3 Invalid and obsolete documents are promptly removed from all points of issue or use, or otherwise assured against unintended use. A master list identifies the current revision status of all documents. Obsolete documents that are retained for legal and/or knowledge preservation purposes are suitably identified and labeled.

1.4 Changes to documents and data are reviewed for adequacy and approved by the originator and/or the same authorized officers prior to issuance, dissemination and implementation. The nature of the change is indicated in the documents and its attachments.

All new or revised and approved documents under the control of the Quality Assurance Representative shall be distributed according to the distribution procedure as detailed in the document and data control procedure. The recipient shall be required to acknowledge receipt thereof. Recipients who are on the distribution list shall be required to surrender the invalid/obsolete copy to the Quality Assurance Representative in exchange of the approved revised copy. No invalid document shall be allowed for use.

The cover page of the Manual containing controlled documents shall state that the contents thereof are Controlled Documents. Manuals without such statement on its cover page shall be classified as Manual Containing Uncontrolled Documents. Controlled documents shall also contain necessary information identifying the document. This includes the page number, title, issue, revision level, approval and date. Request for copy of such documents shall solely be the decision of the Quality Assurance Representative. The NTC is not responsible to update any document classified as “UNCONTROLLED”. The distribution control shall ensure that the pertinent issues of appropriate documents are available at relevant location and that obsolete documents are promptly removed from all points of issue or use. Obsolete documents retained for all legal or information purposes shall be identified with a stamp bearing “Obsolete”.







Uncontrolled documents may be used in place of controlled documents for clients. Uncontrolled documents are those copies of controlled documents which are not under the control of the Quality Assurance Representative and as such they are not

governed by the document data control system. Document and Data Changes

Changes in existing documents shall follow established procedures. Any revisions shall be reviewed and approved by the same personnel who perform the original review and approval, unless assigned otherwise. If assigned to another person, he must have pertinent information to serve basis of his review and approval. External Communications Top Management shall ensure that appropriate communication processes are established within the organization. Details of activities are found in QPR-03.





Revision No. Approved by Commissioner

Revision Date Page No. Page 3 of 3

General

It is the policy of the Commission to ensure that any product, service, procedure, work instruction, form and document which do not conform to specified standards are identified and corrective actions taken. The quality system maintains procedures to follow up on the causes of the non-conformance/s and establish the necessary preventive and corrective action.

The procedures include identification, documentation, evaluation, correction and prevention of non-conformances.

Reports of non-conformance/s are recorded by the originator on a Non-conformance & Corrective/Preventive Action Report Form (NC-C/PAR) and shall describe the non-conformity and the details of the corrective action to be taken.

The Quality Assurance Representative and the divisions performing maritime related functions and activities shall maintain a list of non-conformances. Review and Correction of Non-conformances The Commission shall establish ways of motivating employees from all levels of the organization to identify non-conformances. Recorded non-conformances shall be reviewed by the Division Head. Implementation of appropriate corrective action shall be spearheaded by the concerned unit head and progress are checked by the QAR to make sure that said non-conformances has been corrected and CLOSED OUT. Details of activities are found in QPR-04.


NATIONAL TELECOMMUNICATIONS COMMISSION


Document Title CONTROL OF NON-CONFORMANCES




General

The Commission shall plan and implement procedures on corrective and preventive action. Any change to the procedures as a result of a corrective and preventive action shall be recorded

Corrective Action

Procedures are established, documented and maintained for implementing corrective and preventive action/s. Corrective or preventive action/s which takes into consideration the magnitude of problems and the risks encountered is taken to eliminate cause(s) of actual or potential non-conformance. Any changes to the documented procedures resulting from corrective and preventive action/s are recorded.

Non-conformance once identified are investigated upon to identify the root cause of the problem which will form the basis for implementing and controlling the necessary corrective action/s to prevent its recurrence. Procedures to analyze clients complaint/s, resolution of cases involving cancellations/revocations and suspensions of certificates, and to implement the necessary corrective action/s, are established by the Commission to serve its clients better. Preventive Action Processes and work operations which affect product quality, audit results, records/reports, and client complaints shall be regularly reviewed and evaluated by the NTC to detect, analyze, and eliminate potential causes of non-conformities by initiating preventive action/s and application of control/s to ensure its effectiveness. Relevant information on actions shall be reported for management review to clearly identify what preventive action can be applied for the continued effectiveness and efficiency of the system. Actions taken shall be properly recorded and maintained





Document Title CORRECTIVE AND PREVENTIVE ACTION




General

Quality records shall be maintained to demonstrate the achievement of conformance to specified requirements and shall indicate the effective operation of the quality management system.

All quality records maintained shall be legible and shall be properly filed to prevent alteration, damage, deterioration or loss. Such records shall be identified by their respective subject title. Serialized accountable forms shall be used to uniquely identify them.

Completed quality records shall be filed by appropriate means and maintained in the respective divisions or units that they are secured and readily retrievable.

Quality records shall be maintained for a specified period in accordance with the government records management. Unless otherwise specified, quality records shall be in accordance with the National Archives of the Philippines (NAP) General Circular No. 1 dated January 20, 2009, Rules and Regulations Governing the Management of Public Records and Archives Administration. Records retention and disposal schedules are established and recorded.

If contractual obligation is required, such records shall be maintained for a longer specified period and be made available for client’s evaluation when appropriate.





Document Title CONTROL OF QUALITY RECORDS




General

For the purpose of determining the effectiveness of the Quality Management System, NTC shall implement Internal Quality Audit which shall be carried out at least once a year. Qualified personnel, independent of the function being audited shall be assigned to perform the audit. The QAR has the responsibility of planning and overseeing the conduct of Internal Quality Audit (IQA). The internal audit is referred as First level Internal Quality Audit. First Level Internal Quality Audit (IQA)

The First Level IQA is very important in providing a reference base for the conduct of subsequent independent evaluation.

First Level IQA is aimed to monitor how the organization is performing and ensuring that the various levels of management are achieving their objectives.

First Level IQA shall be carried out by the person or group of persons who are familiar with the activities being evaluated and have the understanding of audit techniques.

Elements to consider in First Level IQA:

Procedures to be followed

Records to be kept

Staff training

Quality control

Management review

Corrective and preventive actions

Opportunities for improvement




Document Title INTERNAL QUALITY AUDIT




Checklist. A checklist should be employed to focus attention on the critical

stages of the organizational structure, procedures and processes.

First Level IQA Report. At the end of the self-evaluation, a report should be prepared for the purpose of:

1. Analyzing and commenting candidly on the effectiveness of the systems and procedures in use.

2. Discussing the results with staff responsible for the area evaluated

3. Making proposals to remedy any perceived weaknesses

4. Identifying any follow-up action required to revise procedures as necessary

Follow-up Action. The key issues to be identified in the reporting and follow-up of the findings are:

1. Areas where the documented procedures and processes are working effectively

2. Evidence of non-competence and deficiencies and possible reasons for this.

3. Effective corrective action together with completion date and monitoring arrangement

4. Implementation and effectiveness of corrective actions suggested in previous evaluation

First Level IQA shall be conducted at least once a year.

The Quality Assurance Representative may require that audit be conducted for any particular element of the quality management system more regularly. Internal quality audits shall be carried out by the Management Division who shall be independent of the function being audited in accordance with the documented procedure.

There shall be an audit plan which shall cover specific area and activity to be audited, such as:

1. The various divisions, sections, units in the organizational structure

2. Administrative procedure

3. Familiarity with, and adherence to procedures and policies

4. Documentation reports, and records keeping








The basis of prioritization of areas of activities to be audited shall include changes in the organizational structure, policies and procedures, personnel and reported non-conformance/s.

A summary in the form of an Internal Quality Audit Report shall be complied and submitted to the Quality Assurance Representative for Management Review.








General It is the policy of NTC to identify the training needs of officials and employees and provide the means for continuous improvement to enhance their technical knowledge or managerial skills. The training program for officials and employees shall be established and reviewed semi-annually to ensure that training programs are relevant, to identify new areas of training needs and the scope of the program.

It shall be the responsibility of the Chief of the Division to identify the training needs of the newly employed or transferred employee.

Training shall be conducted in accordance with the training procedure. A list of essential training needed by the officials and employees for the effective implementation of the quality management system especially for specific assigned task is established. This list shall be maintained as the standard training program listing.

The training program may include courses conducted in-house by external organizations and/or on-the-job training.

Records shall be maintained for the training and certification of the officials and employees who have undergone training program organized or coordinated by the Personnel Division. Records of relevant prior training or experience of the official or employee shall also be kept for as long as the official and employee remain in the Commission.





Document Title TRAINING




General The Commission shall identify the need for statistical data techniques to assist the management in determining and evaluating the performance and delivery of service to its clients. The agency concerned shall also ensure that inputs gathered through statistics shall be used to continuously monitor and improve the quality of service to its clients. The agency concerned shall establish and maintain documented procedures of implementing and controlling the application of the statistical techniques identified but not limited to the following areas:

number of licenses, registrations, certificates and permits issued

number of inspections/investigations conducted

number of frequency assignments made

number of authorizations cases disposed

number of administrative cases disposed Details of activities are found in QPR-09.




Document Title STATISTICAL DATA




General

NTC controls and verifies by means of documented procedures all processes that affect the quality of its services on the following: 1. Quasi-Judicial – allows NTC to conduct formal hearings and technical and financial evaluations on applications for Certificate of Public Convenience and Necessity for the operation of public telecommunications and broadcast services and facilities and on petitions for authority to charge rates, increase capitalizations, investments and other related matters. 2. Radio spectrum (frequency) management consists of the following processes and procedures:

a) Radio spectrum planning – pertains to the development of radio spectrum allocation policies, plans, and regulations relating to the use of the radio spectrum.

b) Radio frequency/channel assignment – pertains to the frequency assignment

process for radio communications systems in accordance with the national frequency allocation plan.

c) Licensing – pertains to the process of conferring the legal authority to operate

a radio station under specific conditions,

issuance of Certificate of Public Convenience (CPC) for the operation of

communication utilities and services, radio communication systems, wire or

wireless telephone or telegraph systems, radio and television broadcasting

systems and other similar public utilities. Sec. 15 (a) of EO 546

grant permits for the use of radio frequencies for wireless telephone or

telegraph systems, radio and television broadcasting systems. Sec. 15 (c)

of EO 546

undertake the examination and licensing of radio operators. Sec. 15 (i) of

EO 546




Document Title CONTROL FUNCTIONS




d) Radio and Communications Equipment Standards and Certification – pertains to the formulation of technical regulations and standards for telecommunications equipment and the issuance of Type-Approval/Acceptance certificate, importation permits/clearances for customer premises equipment (CPE) and other telecommunications equipment. e) Radio Enforcement (monitoring, inspection and investigation)

spectrum monitoring serves as the eyes and ears of the spectrum

management process. Authorized use of spectrum does not ensure that it

is being used as intended.

inspection and investigation functions are primarily being performed by the

ROs through inspection and field investigation, scanning of the entire radio

frequency spectrum with the use of sophisticated radio monitoring and

electronic equipment and analyzes and evaluates the various signals

monitored, measures frequencies of radio stations to determine whether or

not they are within the tolerance prescribed under domestic and

international laws and regulations.

4. Consumer Welfare and Protection – NTC promotes consumer welfare by facilitating access to services geared toward the needs of individual and business users, and protect them against abusive market behavior of dominant players through investigation of complaints and exacting compliance with service standards.




Document Title CONTROL FUNCTIONS




This element of the Quality System pertains to the storage and preservation of records, documents and certificates essential to the certification and accreditation functions of the Commission. This applies to the records and documents used in the application and evaluation of applicants for accreditation of radio maritime training institutions, maritime assessment centers, i.e., application forms, inspection forms, master list of examinees, test questions, answer sheets, other related documents used in the conduct of examination, correction process, master list of examination results, and certificates.

Storage areas shall be properly secured. Locations for specific papers, documents, and storage methods are provided to prevent damage or deterioration.

Spoiled certificates and forms shall be collected and properly reported to the Commission on Audit (COA) for accounting purposes.

Proper identification and control procedures are used to ensure that the condition of all important papers and documents are known.





Document Title HANDLING, STORAGE, PACKAGING, PRESERVATION AND DELIVERY




Purchase of equipment, supplies, relevant documents and certificates are made through the General Services Division of the NTC in accordance with Implementing Rules and Regulations (IRR) of Republic Act No. 9184 known as an Act Providing for the Modernization, Standardization and Regulation of the Procurement Activities of the Government and for other purposes.





Document Title PURCHASING




Quality service shall be ensured to meet client’s requirements specifically in terms of accuracy and expediency. Procedures shall be established to solicit, verify, and address comments and/or complaints thru the Commission’s Consumer Welfare and Protection Division (CWPD).





Document Title FEEDBACK MECHANISM




QUALITY MANAGEMENT SYSTEM OPERATIONS MANUAL...QUALITY MANAGEMENT SYSTEM OPERATIONS MANUAL. All pages...

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