Quality Manual - Batangas State University
Transcript of Quality Manual - Batangas State University
Quality Manual
Quality Manual
QUALITY MANUAL Document Reference No.:
BatStateU-QM
i
PREAMBLE
This is the Quality Manual (QM) of Batangas State University. It describes the Quality Management System
(QMS) to ensure that the University provides quality products to its customers and is compliant to all statutory
and regulatory requirements.
The reproduction or distribution in part or in whole of this Quality Manual is permitted only with the expressed
authority of the Quality Management Representative (QMR).
This Quality Manual is intended for use within Batangas State University. However, it may be given to any
person(s), as interested party/parties, to explain BatStateU services and processes to such person(s) on ground of
mutual trust. Such document is deemed and stamped uncontrolled.
QUALITY MANUAL Document Reference No.:
BatStateU-QM
December 1, 2017 Rev. 01 Page 1 of 29
1.0 TABLE OF CONTENTS
Section No. Description Page
- Cover page
- Preamble ...................................................................................................... i
1.0 Table of Contents ................................................................................................1
1.1 Distribution List ....................................................................................................2
1.2 Scope of Quality Manual ......................................................................................5
1.3 Definition of Terms ..............................................................................................7
1.4 Objective of the Quality Manual...........................................................................7
2.0 Institution’s Profile .............................................................................................7
2.1 Vision Statement ...................................................................................................7
2.2 Mission Statement ................................................................................................7
2.3 Core Values ..........................................................................................................8
2.4 Quality Policy ...................................................................................................... 8
3.0 Business Process Flow ........................................................................................9
3.1 Organizational Chart ........................................................................................... 10
3.2 Designation Letter .............................................................................................. 10
4.0 Quality Management System ........................................................................... 11
4.1 General Requirements......................................................................................... 11
4.2 Documentation Requirements ............................................................................. 11
5.0 Management Responsibility ............................................................................. 12
5.1 Management Commitment ................................................................................. 12
5.2 Customer Focus .................................................................................................. 12
5.3 Quality Policy ..................................................................................................... 12
5.4 Planning .............................................................................................................. 13
5.5 Responsibility, Authority and Communication .................................................. 13
5.6 Management Review .......................................................................................... 19
6.0 Resource Management ..................................................................................... 20
6.1 Provision of Resources ....................................................................................... 20
6.2 Human Resources ............................................................................................... 20
6.3 Infrastructure....................................................................................................... 21
6.4 Work Environment ............................................................................................. 21
7.0 Product Realization .......................................................................................... 21
7.1 Planning of Product Realization ......................................................................... 21
7.2 Customer-Related Process .................................................................................. 21
7.3 Design and Development .................................................................................... 22
7.4 Purchasing .......................................................................................................... 23
7.5 Product and Service Provision ............................................................................ 24
7.6 Control of Monitoring and Measuring Equipment ............................................. 25
8.0 Measurement, Analysis and Improvement ..................................................... 25
8.1 General .............................................................................................................. 25
8.2 Monitoring and Measurement ............................................................................. 26
8.3 Control of Non-conforming Product ................................................................... 27
8.4 Analysis of Data ................................................................................................. 27
8.5 Improvement ....................................................................................................... 27
QUALITY MANUAL Document Reference No.:
BatStateU-QM
December 1, 2017 Rev. 01 Page 2 of 29
1.1 Distribution List
All printed copies of this Quality Manual are deemed “Uncontrolled”, unless stamped
“Controlled” and distributed to the following:
Department / Position Name
President Dr. Tirso A. Ronquillo
University and Board Secretary Prof. Enrico M. Dalangin
Executive Assistant Dr. Vanessah V. Castillo
Vice Presidents
Academic Affairs Dr. Erma B. Quinay
Research, Development and Extension Services Engr. Albertson D. Amante
Administration and Finance Atty. Luzviminda C. Rosales
External Affairs and ICT Services Prof. Rogelio A. Antenor
Executive Directors
BatStateU Pablo Borbon Main I and Lobo Assoc. Prof. Romeo C. De Castro
BatStateU Pablo Borbon Main II Dr. Jessie A. Montalbo
BatStateU ARASOF-Nasugbu, Balayan and Lemery Prof. Enrico M. Dalangin
BatStateU JPLPC-Malvar and Lipa Dr. Expedito V. Acorda
University Registrar Mrs. Merlita B. Mendoza
Registrar’s Office – Pablo Borbon Main II Mrs. Merlita B. Mendoza
Registrar’s Office – ARASOF - Nasugbu Mrs. Evelyn L. Pedrajas
Registrar’s Office – JPLPC - Malvar Mrs. Corazon O. Buño
University Librarian Mrs. Rosario L. Cuevas
Library Services – Pablo Borbon Main II Mrs. Nenita C. Silang
Library Services – ARASOF - Nasugbu Mr. Rahadel V. Destreza
Library Services – JPLPC - Malvar Mrs. Ester R. Aguila
College Deans
BatStateU Main I-College of Law Atty. Edgard E. Valdez
BatStateU Main I-College of Teacher Education Dr. Rowena R. Abrea
BatStateU Main I-College of Accountancy, Business
Economics and International Hospitality Management Dr. Bendalyn M. Landicho
BatStateU Main I-College of Arts and Sciences Dr. Matilda H. Dimaano
BatStateU Main I-College of Nursing and Allied Health
Sciences Ms. Charmaine Rose I. Triviño
BatStateU Main II-College of Engineering,
Architecture and Fine Arts Dr. Elisa D. Gutierrez
BatStateU Main II-College of Informatics and
Computing Sciences Dr. Jessie A. Montalbo
BatStateU Main II-College of Industrial Technology Dr. Philip Y. Del Rosario
BatStateU ARASOF-Nasugbu-College of Nursing
and Allied Health Sciences Mrs. Gloria L. Araos
Deans of Colleges
BatStateU ARASOF-Nasugbu Asst. Prof. Josephine D. Vergara
BatStateU JPLPC-Malvar Dr. Amado C. Gequinto
BatStateU Balayan Assoc. Prof. Rhobert E. Alvarez
BatStateU Lemery Asst. Prof. Sandy M. Gonzales
BatStateU Lipa Dr. Nora G. Dimaano
BatStateU Rosario Dr. Rosalinda M. Comia
BatStateU San Juan Dr. Joy M. Reyes
QUALITY MANUAL Document Reference No.:
BatStateU-QM
December 1, 2017 Rev. 01 Page 3 of 29
Associate Deans – ARASOF - Nasugbu
College of Engineering and Computing Sciences Assoc. Prof. Lorissa Joana E. Buenas
College of Arts and Sciences Dr. Maria Luisa A. Valdez
College of Accountancy, Business, Economics and
International Hospitality Management Asst. Prof. Erwin A. Caparas
College of Teacher Education Dr. Anania B. Aquino
College of Industrial Technology Assoc. Prof. Gloria A. Rearte
Associate Deans – JPLPC - Malvar
College of Engineering and Computing Sciences Engr. Rosana C. Lat
College of Arts and Sciences Dr. Loida F. Tungao
College of Accountancy, Business, Economics and
International Hospitality Management Dr. Maria Jessie S. Leong
College of Teacher Education Dr. Rubilyn M. Latido
College of Industrial Technology Assoc. Prof. Regidor C. Suelto
Quality Management Representative Prof. Rogelio A. Antenor
Deputy QMR – ARASOF - Nasugbu Asst. Prof. Erwin A. Caparas
Deputy QMR – JPLPC - Malvar Asst. Prof. Jovito P. Permante
Documents Controller Asst. Prof. Mario G. Bukas
Deputy Documents Controller – ARASOF - Nasugbu Mrs. Avegail F. Rivera
Deputy Documents Controller – JPLPC - Malvar Dr. Sharon M. Angulo
ISO Coordinator Ms. Twinkle M. Calinao
ISO Coordinator – ARASOF - Nasugbu Mrs. Valerie Charmaine G. Chua
ISO Coordinator – JPLPC - Malvar Mr. Ronel M. Sapungan
Internal Quality Auditors
Directors
Student Affairs and Services Dr. Lucille D. Evangelista
Sports Development Dr. Francisco V. Aguirre
Arts and Culture Asst. Prof. Cecil L. Dimasacat
Research Dr. Shirley G. Cabrera
Extension Services Assoc. Prof. Romeo C. De Castro
Research Management Services Dr. Emil C. Alcantara
Legal Affairs Atty. Luzviminda C. Rosales
Public Relations Mr. Michael C. Lagaya
Internal Assessment Unit Asst. Prof. Mario G. Bukas
Internal Audit Unit Mr. Romeo L. Ramos
Institutional Planning and Development Ms. Myrna A. Coliat
Financial Services Mrs. Lolita M. Atienza
Auxiliary Services Dr. Elisa S. Diaz
Administration Services Prof. Rogelio A. Antenor
General Services Assoc. Prof. Jovito C. Plata
External Affairs Asst. Prof. Edzel M. Gamab
Information and Communications Technology Assoc. Prof. Alex I. Magboo
Environmental Management Unit (OIC) Engr. Jerick P. Pecaso
Project Management Assoc. Prof. Antonio A. Gamboa
Medical and Dental Services Dra. Leila M. Manalo
Administrative and Financial Services-BatStateU
ARASOF-Nasugbu (OIC) Mrs. Josephine V. Vasquez
Administrative and Financial Services-BatStateU JPLPC-
Malvar and Lipa Asst. Prof. Jovito P. Permante
Administrative and Financial Services-BatStateU Rosario
and San Juan Dr. Rosalinda M. Comia
QUALITY MANUAL Document Reference No.:
BatStateU-QM
December 1, 2017 Rev. 01 Page 4 of 29
Assistant Directors
Testing and Admission Assoc. Prof. Virginita S. Eroa
Guidance and Counseling Asst. Prof. Renan T. Mallari
Intellectual Property Management, Product and
Technology Assessment and Commercialization Engr. Albertson D. Amante
Management Information System and Publication Dr. Jodi Belina A. Bejer
Budget (OIC) Mr. Romeo L. Ramos
Accounting Mrs. Lolita M. Atienza
Cashiering Mrs. Dolores A. Madrid
Records Management Mrs. Fevronia M. Soriano
Human Resource Management Mr. Noel Alberto S. Omandap
Property and Supply Dr. Carmela S. Macatangay
Procurement Mr. Mario G. Ebora
Pablo Borbon Main II
Medical and Dental Services Dra. Leila M. Manalo
Facilities Management Services Engr. Victor A. Semira
ARASOF - Nasugbu
Sports Development Program Asst. Prof. Federico H. Rojales
Arts and Culture Mrs. Jessica P. De Guzman
Student Organization and Activities Mrs. Maria Fe M. Bagon
Student Discipline Asst. Prof. Cherry U. Banta
Testing and Admission Mrs. Avegail F. Rivera
Guidance and Counseling Ms. Analyn H. Venzon
Scholarship and Financial Assistance Asst. Prof. Marithel J. Tiangco
Research Assoc. Prof. Froilan G. Destreza
Extension Services Asst. Prof. Rosalie R. Rojales
Budget Mrs. Eleonor T. Laña
Cashiering Mrs. Anna Lisa B. Villapando
Accounting Mr. Alvin C. Andulan
Auxiliary Services Mr. Allan Noel G. Tiangco
Property and Supply Mrs. Johanna Paula H. Barcelon
Human Resource Management/Planning and Development Mr. Erwin R. Abiad
Records Management Mr. Juvenal R. Oriondo
General Services/Ground Maintenance Asst. Prof. Aniceto A. Samonte, Jr.
Medical and Dental Services Ms. Adelaida V. Rico
Project Management Engr. Nicko Jeanina M. Demafelix
Procurement Mrs. Marife G. Galvezo
ICT Services Mr. Rodelito D. Pega
Facilities Management Services Mr. Alvin P. Caraig
Security Services Mr. Ariel P. Sajona
JPLPC - Malvar
Sports Development Program/Arts and Culture Mr. Teejay D. Panganiban
Student Organization and Activities Mrs. Airis Jane M. Llave
Student Discipline Mr. Christopher Vincent A. Arellano
Testing and Admission Mrs. Angelina L. Gequinto
Guidance and Counseling Mrs. Florina P. Santiago
Scholarship and Financial Assistance Mrs. Lucina S. Lat
Research Engr. Eleazer L. Vivas
Extension Services Asst. Prof. Glenda M. Dimaano
Planning and Development/Records Management Mrs. Rinalyn G. Magtibay
Budget Mrs. Charito V. Aquino
QUALITY MANUAL Document Reference No.:
BatStateU-QM
December 1, 2017 Rev. 01 Page 5 of 29
Cashiering Asst. Prof. Jovito P. Permante
Accounting Ms. Madel D. Dela Cruz
Auxiliary Services Mrs. Mabel O. Lopez
Property and Supply Mr. Archie M. Madridejos
Human Resource Management Mrs. Neria L. De Guzman
General Services Asst. Prof. Ramon V. Leong
Medical and Dental Services Mrs. Karla Mae C. Alvar
Procurement Asst. Prof. Edmar I. Dueñas
ICT Services Mr. Joseph Rizalde E. Guillo
Security Services Mr. Dante R. Bolor
1.2 Scope of the Quality Manual
This Quality Manual outlines the quality management system established by Batangas State
University, known as “BatStateU”, located at four sites as specified below, as per ISO
9001:2008 requirements. It is applicable to all functions in the organization from the
determination of students’ requirements, design and development of curriculum and syllabus,
marketing/promotion, admission, registration, delivery of instruction, evaluation/assessment,
including research and extension, and graduation in the different colleges and campuses of the
University as follows:
BatStateU Pablo Borbon Main I - Rizal Avenue Extension, Batangas City
College of Nursing and Allied Health Sciences
College of Teacher Education
College of Accountancy, Business, Economics and International Hospitality
Management
College of Arts and Sciences
Student Affairs and Services
Testing and Admission
Guidance and Counseling
Library Services
Registration
Research and Development
Extension Services
Medical and Dental Services
Human Resource Management
Project Management
Procurement/BAC
Property and Supply
Records Management
General Services
Accounting
Budget
Cashier
Resource Generation
ICT Services
BatStateU Pablo Borbon Main II - Neptune St., Golden Country Subdivision, Alangilan,
Batangas City
College of Industrial Technology
College of Informatics and Computing Sciences
QUALITY MANUAL Document Reference No.:
BatStateU-QM
December 1, 2017 Rev. 01 Page 6 of 29
College of Engineering, Architecture and Fine Arts
Library Services
Registration
Medical and Dental Services
Facility Management Services
BatStateU ARASOF-Nasugbu - R. Martinez St., Brgy. Bucana, Nasugbu Batangas
College of Arts and Sciences
College of Accountancy, Business, Economics and International Hospitality
Management
College of Engineering and Computing Sciences
College of Nursing and Allied Health Sciences
College of Industrial Technology
College of Teacher Education
Student Affairs and Services
Testing and Admission
Guidance and Counseling
Library Services
Registration
Research and Development
Extension Services
Medical and Dental Services
Human Resource Management
Procurement
Property and Supply
Records Management
Facility Management Services/Project Management
Accounting
Budget
Cashier
Resource Generation
ICT Services
BatStateU JPLPC-Malvar - G. Leviste Street Poblacion, Malvar, Batangas
College of Industrial Technology
College of Accountancy, Business, Economics and International Hospitality
Management
College of Arts and Sciences
College of Teacher Education
College of Engineering and Computing Sciences
Student Affairs and Services
Testing and Admission
Guidance and Counseling
Library Services
Registration
Research and Development
Extension Services
Medical and Dental Services
Human Resource Management
QUALITY MANUAL Document Reference No.:
BatStateU-QM
December 1, 2017 Rev. 01 Page 7 of 29
Procurement
Property and Supply
Records Management
General Services
Accounting
Budget
Cashier
Resource Generation
ICT Services
1.3 Definition of Terms
Product – This is an output of the process that utilizes inputs. Where the term “product” is used
in this Quality Manual, it refers to BatStateU’s four main products:
1. Student knowledge, abilities and competencies
2. Courses and programs
3. Research (New knowledge)
4. Services
Customer – This is the recipient of the product offered by BatStateU. Where the term
“customer” is used in this Quality Manual, it refers to students of BatStateU.
1.4 Objective of the Quality Manual
This quality manual serves as a guide and reference for all employees and to provide a common
understanding of the various institutional policies and procedures in the effective
implementation of the quality management systems established.
2.0 INSTITUTION’S PROFILE
2.1 Vision Statement
To be a globally recognized institution of higher learning that develops competent and morally
upright citizens who are active participants in nation building and responsive to the challenges
of the 21st century
2.2 Mission Statement
Batangas State University is committed to the holistic development of productive citizens by
providing a conducive learning environment for the generation, dissemination and utilization
of knowledge through innovative education, multidisciplinary research collaborations, and
community partnerships that would nurture the spirit of nationhood and help fuel national
economy for sustainable development
QUALITY MANUAL Document Reference No.:
BatStateU-QM
December 1, 2017 Rev. 01 Page 8 of 29
2.3 Core Values of the University
Faith – The University’s initiatives and activities are guided by a strong faith in a Supreme
Being. These are anchored on high regard and respect for the beliefs and orientation of each
member of the academic community for a productive and meaningful co-existence.
Patriotism – This value extends from promoting love of country to taking pride in being a
Filipino. The University advocates a strong sense of commitment to national ideals through its
active promotion of Philippine culture and heritage, as well as concern for the environment and
the nation’s natural biodiversity, all of which lead to the creation of a pool of professionals who
are instruments for nation building.
Human Dignity– This value affirms the uniqueness, inherent worth, and distinction of every
member of the community, with high respect to equality, social justice, and human rights. This
is seen as the most effective way to prevent or resolve conflicts, and is thus necessary to ensure
civilized, professional and personal relationships and a healthy University environment.
Integrity – This pertains to the University’s steadfast adherence to morally-sound principles
and ideals in the pursuit of institutional goals and objectives. It covers the values of
accountability, honesty, righteousness, incorruptibility, and decency in the governance and
implementation of academic, administrative, financial policies.
Mutual Respect – This refers to the recognition and acceptance of individual and professional
differences in the exercise of academic freedom and the freedom of expression. It is exhibited
by a community that is progressive-minded and receptive to growth and positive change.
Excellence – A strong commitment to excellence in the areas of instruction, research and
extension services, as well as in the management of financial resources and in the general
administration of the University, is the most significant factor in ensuring the successful
attainment of the University’s vision. Excellence results to continuous quality improvement in
the services offered by the University to its clienteles and stakeholders.
2.4 Quality Policy
Batangas State University is committed to provide quality service to all customers and satisfy
applicable statutory and regulatory requirements through continuous improvement of all
university processes.
QUALITY MANUAL Document Reference No.:
BatStateU-QM
December 1, 2017 Rev. 01 Page 9 of 29
3.0 BUSINESS PROCESS FLOW
Business Process Flow
Customer
Requirements
Customer
Satisfaction
Management
Responsibility
Measurement, Analysis
and Improvement Resource Management
Human Resource /
Training
Infrastructure
Work Environment
Product Realization
Guidance
Admission
Registration
Instruction
Library
Procurement/BAC
Material Management
Calibration
Design and Development
Financial Management
Medical/Dental Clinic
Student Affairs and Services
Records Management
ICT Services
Customer Feedback
Internal Audit
Process/Product
Monitoring
Management Review
Continual
Improvement
Satisfaction
QUALITY MANUAL Document Reference No.:
BatStateU-QM
December 1, 2017 Rev. 01 Page 10 of 29
3.1 Organizational Chart (See Appendix A)
3.2 Designation Letter
Designation of Quality Management Representative (QMR)
I hereby designate Prof. Rogelio A. Antenor to be the Quality Management Representative
effective January 3, 2017 in which his responsibilities and authorities are as follows, in
addition to his functions as Vice President for External Affairs and ICT Services:
a) Ensure that quality management systems are established, implemented and
maintained in accordance with the ISO 9001:2008 international standards.
b) Report on the performance of the quality management system to the management
for review and as a basis for improvement of the system.
c) Ensure the promotion of awareness of customer requirements throughout the
organization.
d) Act as liaison with external parties on matters relating to the quality management
system.
e) Manage the audit program as per ISO19011:2011; and
f) Directly report to the University President for updates and concerns pertaining to
the Quality Management System.
Dr. Tirso A. Ronquillo
University President
QUALITY MANUAL Document Reference No.:
BatStateU-QM
December 1, 2017 Rev. 01 Page 11 of 29
4.0 QUALITY MANAGEMENT SYSTEM
4.1 General Requirements
Batangas State University has established, documented, implemented and maintained a quality
management system as per requirements of the international standards and as a means of
assuring its present and future customers that its products conform to the specified
requirements.
Through the quality manual, procedure manuals, operations manual, international standards,
work instructions, statutory and regulatory requirements such as but not limited to Commission
on Higher Education (CHED) requirements and CHED Memorandum Orders (CMOs), all
processes, their sequences and interactions are determined including the criteria and methods
of control, to ensure its effectiveness.
Management review and internal quality audits are conducted to monitor and measure the
effectiveness of the quality system. Results of these monitoring and measurements are analyzed
and when necessary, actions are implemented and resources are provided for continual
improvement.
Batangas State University outsources its security services from a qualified service provider
through public bidding. Procurement of this service complies with the provisions of Revised
Implementing Rules and Regulations of RA 9184. Management review is conducted to monitor
the effectiveness of the services provided and monitor the service provider’s compliance to the
terms of reference and contract.
4.2 Documentation Requirements
4.2.1 General
BatStateU ensures that its quality management system has a documented quality
policy posted in appropriate locations, a quality manual, quality objectives,
operations manual, documented procedures and records as required by the
international standard and the organizational process.
The documentation structure is as follows:
Level 1- Quality Manual, Quality Policy and Quality Objectives
Level 2- Procedure Manuals
Level 3- Operational Manual, Work Instructions, standards, applicable
statutory and regulatory requirements, policies, supporting reference
documents and records, including syllabi and curricula.
4.2.2 Quality Manual
BatStateU has established and maintains a quality manual that describes the scope
of the quality management system of the organization. It does not have any
exclusion.
The quality manual also contains the description of the processes, as well as
interactions and references of the documented procedures.
Refer to all context of this manual.
QUALITY MANUAL Document Reference No.:
BatStateU-QM
December 1, 2017 Rev. 01 Page 12 of 29
4.2.3 Control of Documents
BatStateU has established a documented procedure which ensures the necessary
control on the approval, issuance, review, update and re-approval of documents;
identification of the changes made and current revision status; availability of the
documents at point of use; legibility; and identification and control of external and
obsolete documents.
Refer to BatStateU-PM-01 (Control of Documents and Records).
4.2.4 Control of Records
BatStateU has established and maintained a documented procedure which defines
the control necessary for the identification, storage, protection, retrieval,
legibility, retention time and disposition of records.
Refer to BatStateU-PM-01: Control of Documents and Records
Republic Act 9470: Implementing Rules and Regulations of
Republic Act No. 9470, otherwise known as the
National Archives of the Philippines Act of 2007
5.0 MANAGEMENT RESPONSIBILITY
5.1 Management Commitment
BatStateU, through the established quality policy, quality objectives, management review
meetings, strategic planning, annual budgeting and communicating to the educational
organization the importance of meeting student/customer requirements as well as statutory and
regulatory requirements, demonstrates its commitment to the implementation and effectiveness
of the quality system.
Refer to all associated documents and records such as Program of Receipts and Expenditures
(PRE), Supplemental Budget, Consolidated Annual Procurement Plan (APP), Commission on
Higher Education Memorandum Orders (CMOs) and Civil Service Commission (CSC),
Commission on Audit (COA), and Department of Budget and Management (DBM) circulars.
5.2 Customer Focus
BatStateU ensures that customer requirements are determined through suitable mechanism of
feedback. These requirements are met through proper planning and control of instructional
process with an aim to enhance satisfaction of customers.
Refer to customer satisfaction survey schedule, BatStateU-WI-PO-03 (Handling Customer
Complaints), customer satisfaction survey results.
5.3 Quality Policy
BatStateU has established and documented a quality policy which serves as a framework on the
established quality objectives. This is reviewed once a year to check its suitability in the
organization and is communicated to all levels and functions through awareness for proper
understanding and implementation. This quality policy is also posted at appropriate locations
in the organization.
Refer to section 2.4, Quality Policy
QUALITY MANUAL Document Reference No.:
BatStateU-QM
December 1, 2017 Rev. 01 Page 13 of 29
5.4 Planning
5.4.1 Quality Objectives
Quality objectives are established at relevant functions and levels within the
organization to satisfy customer requirements and for continual improvement on the
effectiveness of the quality management system.
Refer to the quality objectives/targets established for the year.
5.4.2 Quality Management System Planning
BatStateU carries out the quality management system planning through the work
instructions, strategic plan, operational plan, and strategies and action plans for the
achievement of the quality objectives. The quality objectives are measurable and are
consistent with the quality policy.
Refer to all applicable documents and records as specifically mentioned.
.
5.5 Responsibility, Authority and Communication
5.5.1 Responsibility and Authority
BatStateU organizational chart is shown in section 3.1 of this document. The
responsibilities and authorities of employees involved in the quality management
system processes are defined in the job descriptions and are communicated with
acknowledgment by the employees.
University President
Execute and implement the policies and general plans laid down by the
Board.
Exercise general supervision over all the programs, projects, operations and
activities of the University to render more effective and efficient service to
the public.
Formulate plans and recommend policies to the Board that will enable the
University to render more effective and efficient service to the public.
Hold ultimate responsibility for collecting and accounting all revenues and
receipts, and for the proper custody of all property belonging to the
University.
Coordinate and cooperate with other government agencies in the locality for
the successful implementation of community-wide programs and projects.
Appoint officials, faculty members, and other employees of the University
consistent with pertinent laws, rules and regulations subject to confirmation
by the Board of Regents.
Represent the University in public ceremonies and other social – civic
activities involving the participation of heads of agencies, offices and
institutions.
Impose subject to due process, penalties and sanction even severe than
dismissal against personnel of the University for violation of duly
promulgated service rules and regulation; subject to confirmation by the
Board.
Designate faculty and employees for administrative positions in accordance
with the approved organization of the University.
QUALITY MANUAL Document Reference No.:
BatStateU-QM
December 1, 2017 Rev. 01 Page 14 of 29
Vice President for Academic Affairs
Assist in the formulation of academic policies and plans pertaining to the
efficient management of educational programs of the University.
Evaluate the effectiveness of instructional services.
Review recommendations of subordinate officials regarding appointments to
faculty positions
Review departmental plans, programs and projects and is responsible for the
efficient and economical operations of the University.
Review recommendations of disciplinary sanctions for the students and
impose penalties less severe than dismissal.
Recommend fellowships, scholarships and training grants for deserving
faculty members.
Direct disciplinary action against erring faculty members.
Consolidate and prepare final reports of accomplishments submitted by
subordinates.
Supervise the Student Affairs and Services, Integrated Schools, Sports
Development, Arts and Culture, Library Services and Registration Services.
Perform other functions as the President may direct from time to time.
Vice President for Administration and Finance
Provide overall direction and supervision on following areas and functions:
a) Control of the operating budget
b) Implementing accounting policies and procedures for accounting,
custody and disbursement of funds
c) Financial reporting for internal and external clients
d) Procurement, supplies and materials management
e) Human resource management and development
f) Campus safety and security
g) Environment, health and safety
h) Medical and dental services
i) Records keeping and management
j) General services
k) Space management planning and location
l) Repair and maintenance of facilities, building and equipment
m) Income generating projects
n) Other administrative, financial and general support services
Participate in administrative and fiscal consideration of academic policies,
plans and programs.
Allocate, in coordination with the program directors, available funds for
programs and projects on the basis of approved guidelines and priorities.
Brief higher authorities on the status of appropriations and allotments and
such other related financial matters as may be needed.
Review and recommend appropriate actions to higher authorities on
administrative and financial matters.
Review and evaluate work methods, procedures and processes for greater
efficiency and effectiveness.
Supervise the preparation of periodic, annual and other required reports and
general supervision of administration and finance department.
Perform related works as may be assigned by higher authorities.
QUALITY MANUAL Document Reference No.:
BatStateU-QM
December 1, 2017 Rev. 01 Page 15 of 29
Vice President for Research, Development and Extension Services
Report directly to the President and serve as the Chief Research, Extension
and Planning Officer of the University, promoting the University’s mission
and providing the executive and administrative leadership for the Research,
Development and Extension Services.
Require the Director for Research, Director for Research Management
Services, Director for Extension Services, Deans and Executive Directors to
directly report matters involving research and extension activities.
Assume a lead role in initiating and evaluating research and development
areas and extension linkages and collaborations.
Play an active role in proposing and coordinating policies and procedures in
the areas of contracting, inventions, copyrights, software, publications and on
policies and procedures in research and extension services.
Be in close coordination with Executive Directors and Deans in the
implementation of research and extension policies, programs, projects and
support services.
Serve as Vice Chairman of the Research Council and Extension Services
Council.
Act for the President on her/his absence or inability to act, and undertake such
additional duties and responsibilities as may be assigned by the President.
Vice President for External Affairs and ICT Services
Responsible for programs and communications that foster a greater
understanding of the university and to position the university at the forefront
of development through external linkages and ICT services.
Responsible for developing and implementing a coordinated program of
strategic communications designed to advance the institutional objectives of
the University, by means of a comprehensive array of communication media,
from print to broadcast to the Internet based on careful analysis of the
interests and perspectives of major stakeholders - local, national, and
international.
Inform people about the University's goals, aspirations, and programs and
accomplishment, and thereby build support for its mission of teaching,
research, and extension service.
Assist the University President in forging strong alliances and linkages with
various international, national, and local educational organizations and
institutions to support the University’s initiatives.
Assist the University President in the continuous reengineering of the
information and communication technology services to cater the increased
demand for a more efficient and timely delivery of services.
Supervise External Affairs Office, Public Relations Office an ICT Services
office.
Perform related works as may be assigned by higher authorities.
Executive Directors (Main I & Main II)
Be responsible for the overall planning, development and operation of
programs of the colleges of the designated campus.
Exercise general supervision and administration of the program offerings and
overall management of the personnel and all other resources of the campus.
Check and verify procurement requests of the colleges in the campus.
Request for funding of infrastructure projects and procurement of equipment,
laboratory facilities and instructional materials needed in the different
program offerings.
QUALITY MANUAL Document Reference No.:
BatStateU-QM
December 1, 2017 Rev. 01 Page 16 of 29
Act as member of the Personnel Training and Development Committee that
recommends the appointment of new employees and promotion of qualified
and deserving faculty and non-academic personnel of the campus.
Recommend local designation of faculty and employees for administrative
activities in the campus.
Represent the campus in public ceremonies and other social-civic activities
involving the participation of heads of agencies, offices and institutions.
Perform other related works as may be assigned by the University President
and other higher University officials.
Executive Directors (ARASOF – Nasugbu & JPLPC – Malvar)
Be responsible for the overall planning, development and operation of all
activities and programs of the campus.
Formulate and implement campus objectives, institutional plans and
development programs in consonance with the University vision and
admission to achieve objectives through effective and effective management
of the resources of the campus.
Exercise general supervision and administration of the course offerings and
overall management of the personnel and all other resources of the campus.
Recommend approval of the annual supplemental budgets for personnel
services, maintenance, operation and equipment expenses, and capital outlay
of the campus for approval of the University President and the Board of
Regents.
Administer the collection and accounting of the revenues and receipts, and
proper custody of campus properties.
Recommend approval of the procurement request and sign vouchers and
checks based on the limitations set by the Board of Regents.
Recommend approval for funding of infrastructure projects and procurement
of equipment, laboratory facilities and instructional materials needed in
different program offerings.
Approve application for leave, authority to travel, request for the use of
official vehicle, itinerary of travels, request for overtime/additional job order
request forms, certificate of overtime credits earned, gate pass authorization,
weekly cash position report and other letters/forms of the campus.
Supervise the recruitment and selection process, and recommend the
appointment of new employees and promotion of qualified and deserving
faculty and non-academic personnel of the campus to the University
President consistent with the pertinent laws and rules and regulations subject
to the confirmation of the Board of Regents
Designate and or recommend designation of faculty and employees for
administrative activities.
Represent the campus in public ceremonies and other social-civic activities
involving the participation of heads of agencies, offices and institutions.
Perform other related works as may be assigned by the University President
and other higher University officials.
Deans (Main I & Main II)
Be the Presiding Officer of the faculty of his/her college, and to notify the
VPAA of all meetings, furnishing the latter with their agenda and minutes.
Prepare teaching assignments of the faculty members of her/his College.
Supervise the admission and classification of students in accordance with the
policies, rules and regulations of the University.
QUALITY MANUAL Document Reference No.:
BatStateU-QM
December 1, 2017 Rev. 01 Page 17 of 29
Encourage his/her faculty to conduct research and extension service, write
books and articles, and prepare instructional materials in cooperation with the
departments of similar concern.
Submit to the Office of the President an annual report of his/her college and
such other reports which the President may require.
Recommend to the VPAA promotions, demotions, transfer or removal of
members of the faculty and staff provided that after due consideration, the
VPAA shall in turn submit the proposal to the President subject to policies,
rules and regulations.
Dean of Colleges (Campus-Level)
Participate in the formulation of academic policies and plans pertaining to the
efficient management of educational programs of the university.
Supervise the implementation of academic policies, rules and regulations
ensuring compliance to statutory and regulatory requirements.
Oversee the evaluation of the effectiveness of the instructional services in the
campus.
Review and consolidate departmental plans, programs and projects and is
responsible for the efficient and economical operations of the colleges and
academic offices.
Participate in the screening, evaluation and recommend Applicants for
Teaching Position as member of the Faculty Selection Board.
Review recommendations of disciplinary sanctions for the students, and
recommend imposition of penalties less severe than dismissal.
Nominate faculty attendance to seminars, training and scholarship grants.
Supervise the operation and management of the Student Affairs and Services,
Registration Services, Sports Development Office, Culture and Arts, Library
Services, Planning Office, Alumni Office, Research Office and Extension
Office.
Indorse/Recommend the promotion, transfer or removal of faculty members
and academic non-teaching staff.
Perform other functions as may be assigned by the Executive Director and
higher authorities.
Associate Deans (Main I & Main II)
Assist the Dean in establishing and enforcing standards of undergraduate
work.
Recommend and coordinate plans for the development and improvement of
undergraduate programs and formulate policies to implement such plans.
Monitor faculty and student performance.
Assist the Dean in the implementation of the University’s retention policy.
Assist the Dean in the promotion of academic integrity among students.
Promote and spearhead the faculty in adopting an adaptive culture that will
promote excellent performance.
Assume other responsibilities as assigned by the Dean and higher authorities.
Assist and facilitate faculty department meetings and orientation of new
faculty on department matters.
Assist the Dean in preparing and managing semestral/annual budget for the
department.
Recommend teaching assignments and schedules in coordination with the
Dean.
QUALITY MANUAL Document Reference No.:
BatStateU-QM
December 1, 2017 Rev. 01 Page 18 of 29
Associate Deans (Campus-Level)
Assist the Dean of Colleges in the implementation of academic policies, rules
and regulations.
Evaluate the effectiveness of instructional services.
Develop and implement college plans, programs and projects and is
responsible for the effective and economical operations of the college.
Prepare teaching assignments and schedules of the college faculty members.
Supervise the admission and classification of students in accordance with the
policies, rules and regulations of the University.
Provide leadership among Program Chairpersons in planning, conducting
follow-up phases of in-service education of faculty members.
Participate in the screening, evaluation and recommend applicants for
Teaching Position as member of the Faculty Selection Board.
Encourage faculty members to conduct research and extension service, write
books and articles, and prepare instructional materials in cooperation with the
departments of similar concern.
Act as member of Student Discipline Board and recommend disciplinary
sanctions.
Submit to the Dean of Colleges an annual report of his/her college and such
other reports which the higher authority may require.
Perform other functions as may be assigned by the Associate Dean of
Colleges and higher authorities.
Quality Management Representative
Ensure that quality management systems are established, implemented and
maintained in accordance with the ISO 9001:2008 international standards.
Report on the performance of the quality management system to the
management for review and as a basis for improvement of the system.
Ensure the promotion of awareness of customer requirements throughout the
organization.
Act as liaison with external parties on matters relating to the quality
management system.
Manage the audit program as per ISO19011:2011.
Directly report to the University President for updates and concerns
pertaining to the Quality Management System.
Documents Controller
Report directly to QMR
Ensure that all documents affecting the Quality Management System of the
University are identified, reviewed, approved, controlled, distributed, and
stored according to Control of Document and Records procedure.
Randomly check documents every year to ensure availability.
Ensure that all documents are checked prior to distribution.
Update Document Master List at least every 6 months to prevent unintended
use of obsolete documents.
Ensure control of all records being archived.
Ensure that all obsolete documents are stamped “OBSOLETE”.
QUALITY MANUAL Document Reference No.:
BatStateU-QM
December 1, 2017 Rev. 01 Page 19 of 29
ISO Coordinator
Assist the Quality Management Representative (QMR) in ensuring that
quality management systems are critically reviewed in accordance with the
ISO 9001:2008 standards.
Assist in the promotion of awareness of customer requirements throughout
the organization.
Assist the Document Controller in ensuring the quality of all documents
affecting the Quality Management Systems.
Coordinate with offices, colleges and campuses as regards the preparation
and submission of necessary documents relative to Quality Management
Systems.
Perform other related duties as may be assigned.
Refer to personnel 201 files and relevant memoranda for more details of job
description of all personnel.
5.5.2 Management Representative
BatStateU has appointed a Quality Management Representative (QMR) whose main
responsibility and authority are described in the QMR designation letter.
5.5.3 Internal Communication
BatStateU has established appropriate communication processes such as, but not
limited to, regular meetings with different departments/levels in the organization,
awareness, trainings, memoranda, university chronicles, e-mails, inter-office memos,
circulars and information boards to share information and ensure the effectiveness of
the quality management system.
5.6 Management Review
5.6.1 General
Management review is conducted at least once a year, preferably after Internal audit,
or as the need arises, to discuss and assess problems and the effectiveness in the
fulfilment of requirements and indicators of the quality management system, as well
as opportunities for improvement.
5.6.2 Review Input
The minimum agenda of the management review are inclusive of but are not limited
to: results of audits, customer feedback, process performance and product conformity,
status of preventive and corrective actions, follow-up actions from previous
management review, changes that could affect the quality management system and
recommendations for improvement.
Refer to the management review minutes of the meeting.
QUALITY MANUAL Document Reference No.:
BatStateU-QM
December 1, 2017 Rev. 01 Page 20 of 29
5.6.3 Review Output
As a result of the management review, decisions and actions are made from the top
management in relation to the resources needed and the improvement of quality
management system effectiveness, its processes and products related to customer
requirements.
6.0 RESOURCE MANAGEMENT
6.1 Provision of Resources
To enhance customer satisfaction and ensure that quality management system is implemented,
maintained and improved, an annual operational planning is conducted by the college deans
and office heads for the determination and provision of necessary resources to support this
objective.
Refer to the Operational Plan.
6.2 Human Resources
6.2.1 General
Batangas State University ensures that all personnel are competent in their assigned
tasks and are hired based on the necessary qualifications, including statutory and
regulatory requirements.
Refer to BatStateU-WI-HRD-01-A (Recruitment, Hiring and Selection of University
Teaching Personnel), BatStateU-WI-HRD-01-B (Recruitment, Hiring and Selection
of University Non-teaching Personnel), BatStateU-WI-HRD-01-C (Recruitment,
Hiring and Selection of University Job Order Workers), CSC Qualification Standards
and Republic Act No. 1080.
6.2.2 Competence, Awareness and Training
BatStateU determines the necessary competence for personnel based on
experience, skills, training and education.
Training is provided as a result of the training needs survey/analysis conducted
annually.
Evaluation of the training effectiveness is done through agreed assessment form.
Regular meetings are conducted in different departments on the awareness and
the achievement of set University objectives and goals.
Awareness of quality policy is ensured during hiring of new personnel.
Refer to Training Plan as a result of assessment, BatStateU-FO-AF-01 (Competency
Assessment Form for Faculty and Employees), BatStateU-FO-REQ-01 (Request for
Participation in Seminars, Conferences, Trainings, Workshops and Similar Activities
to be held Outside the University), BatStateU-FO-REQ-02 (Training Program Impact
Assessment form).
QUALITY MANUAL Document Reference No.:
BatStateU-QM
December 1, 2017 Rev. 01 Page 21 of 29
6.3 Infrastructure
BatStateU determines, provides and maintains the infrastructure needed to achieve conformity
to product requirements through the preventive maintenance plan and checklists for buildings,
work spaces, classrooms, laboratories, workshops, libraries, green areas, water, electricity,
laboratories, health services, equipment used for teaching-learning process, transport, internet
services, telecommunication and other associated utilities.
Refer to BatStateU-DOC-AF-04, BatStateU-DOC-AF-04-A (Preventive Maintenance Plan),
BatStateU-DOC-AF-05 (Preventive Maintenance Checklist) and corrective action records.
6.4 Work Environment
BatStateU determines and manages the work environment to fulfill the requirements of
performance of various activities in order to achieve quality of instructional process and
services to customers. This includes safety rules and guidance, the use of personal protective
equipment, preventive maintenance plans and checklists in relation to lighting, hygiene,
sanitation, environmental conditions for learning such as temperature, humidity, noise,
pollution, ventilation and ergonomics.
Refer to all associated documents and records.
Refer to preventive maintenance records.
7.0 PRODUCT REALIZATION
7.1 Planning of Product Realization
BatStateU plans and develops all the processes needed for the realization of its product. As
such, the University must determine the following established objectives: designing and
developing curricula and syllabi, marketing and promotion, establishing research areas or
projects, providing library or reading centers, admitting of candidates, classroom allocations,
laboratories and experiment areas, maintaining facilities and supply office,
purchasing/acquiring materials and other resources, finance management, assessing and
evaluating methods, and training/hiring.
Refer to all operational plans, work instructions and associated records.
7.2 Customer- Related Processes
7.2.1 Determination of Requirements Related to the Product
Product requirements including delivery and post-delivery activities are defined to
meet academic, professional and society’s expectation through the approved curricula
and syllabi, admission and registration processes, research thrusts as per CHED
requirements, and the promotion of programs.
Refer to BatStateU-DOC-AA-01 (Student Handbook) and promotional materials.
QUALITY MANUAL Document Reference No.:
BatStateU-QM
December 1, 2017 Rev. 01 Page 22 of 29
7.2.2 Review of Requirements Related to the Product
Review of requirements including amendments in relation to curriculum is handled by
the Curriculum Committee and endorsed to different collegial bodies and finally to
Board of Regents (BOR). For syllabi, these are reviewed by the department
heads/associate deans and approved by the deans. Acquisition of new knowledge
through research is presented to and approved by the Research Council in accordance
with the procedure defined in the Research and Development Manual.
Refer to BatStateU-WI-AA-01 (Curriculum Review), BatStateU-WI-AA-02
(Course Specification/Syllabus Review), BatStateU-DOC-RDE-01 (Research and
Development Manual).
7.2.3 Customer Communication
The University has determined and implemented effective arrangements for
communicating with customers. The arrangement includes information brochure
which contains information about all programs, eligibility criteria, fees and other such
details. For feedback including complaints and their redressal, telephone, e-mail, post,
etc. are provided and responsibilities are defined.
Refer to BatStateU-FO-CFS-01 (Customer Satisfaction Survey Form) and associated
documents and records.
7.3 Design and Development
7.3.1 Design and Development Planning
The University plans and controls the design and development of products that include
programs, curricula, instructional materials, textbooks required, and methods of
assessment. This is done periodically or as the need arises. The university manages the
interfaces between different faculty and external expert groups. Inputs to instructional
design are defined, committees are constituted and their reports are documented.
Planning output is updated, as appropriate, as the design and development progresses.
Clear responsibilities are assigned and effective communication is ensured.
7.3.2 Design and Development Inputs
The University has determined the inputs relating to products and appropriate records
are maintained. These inputs include but are not limited to CMOs, applicable statutory
and regulatory requirements, inputs from Industry Advisory Council (IAC), needs
analysis and review, published literatures relevant to the program, and other
requirements essential for the design and development.
7.3.3 Design and Development Outputs
The outputs of design and development of the product are provided in a form that
enables verification against the design and development input requirements. The same
is approved by the relevant committee prior to their release. The design and
development output report includes the types and level of skill and knowledge to be
QUALITY MANUAL Document Reference No.:
BatStateU-QM
December 1, 2017 Rev. 01 Page 23 of 29
imparted, scheme of courses and detailed syllabi, instructional strategies, assessment
methods, and selection of instructional aids for delivery.
7.3.4 Design and Development Review
The University ensures that appropriate personnel are assigned to manage and conduct
review to determine that the design and development objectives are achieved. The
developed curriculum is presented to the deans for review to ensure the ability of the
resultant product to meet customer, statutory, regulatory and other requirements. The
concerned department heads are responsible in reviewing the syllabi, recommended
textbook, instructional materials, and method of teaching and assessment to see to it
that the resultant product satisfies the customer requirements.
7.3.5 Design and Development Verification
The University verifies products to ensure that the design and development of these
products have met the input requirements. Verification of design is conducted by the
Executive Committee and the Academic Council. The resultant product is introduced
only after adequate verification. Appropriate records of the results of the verification
and any necessary actions are maintained.
7.3.6 Design and Development Validation
The University conducts the design and development validation of the revised
curriculum and instructional design by endorsing it to CHED. Validation is completed
prior to implementation of the revised curriculum and instructional design.
7.3.7 Design and Development Change
In the education environment, the fast evolution of knowledge leads to periodic
curricula and syllabus review resulting to revisions. BatStateU ensures that all these
revisions are identified, documented, authorized and communicated. The need is
identified from the feedback of the customers and/or analysis of data of their
performance. Periodic changes are also effected to offset the obsolescence of the
design or if need for change is realized. All the steps as required for initial design and
development are followed for affecting and incorporating changes. Review is carried
out and changes are documented. Records of the results of the review of changes and
necessary actions are maintained.
7.4 Purchasing
7.4.1 Purchasing Process
BatStateU ensures that all purchased products are in conformance with the
requirements of the revised IRR of RA 9184 (Procurement Act) and in accordance
with the Approved Consolidated Annual Procurement Plan.
Refer to Revised Implementing Rules and Regulations of RA 9184, BatStateU-
WI-PRO-01 (Procurement of Goods Based on Approved Annual Procurement
Plan (APP) and BatStateU-WI-PRO-02 (Procurement of Goods for Emergency
Purchase).
QUALITY MANUAL Document Reference No.:
BatStateU-QM
December 1, 2017 Rev. 01 Page 24 of 29
Selection criteria and evaluation, supplier performance monitoring and evaluation
are described as per BatStateU-FO-PRO-05 (Selection Criteria for New
Suppliers), BatStateU-FO-PRO-06 (Supplier Performance Monitoring Form) and
BatStateU-FO-PRO-07 (Existing Suppliers Evaluation), respectively.
7.4.2 Purchasing Information
All products to be acquired are described on the purchase requisitions and purchase
orders. Prior to communication with the suppliers, the adequacy of purchased
requirements is ensured by the purchasing department.
7.4.3 Verification of Purchased Products
BatStateU has established and implemented inspection activities to ensure that
products purchased are in accordance to requirements as specified in the purchase
request/order. These are inspected by personnel from the supply office, TWG and end-
users before acceptance.
For service-related product, this will be acknowledged by the end user through service
reports or acceptance reports.
Refer to BatStateU-FO-PSO-03 (Inspection and Acceptance Report form), BatStateU-
FO-PSO-02 (Property Acknowledgment Receipt), BatStateU-FO-PRO-02-A,
BatStateU-FO-PRO-02-B, BatStateU-FO-PRO-02-C (Purchase Request Forms),
BatStateU-FO-PRO-03 (Purchase Order Form)
7.5 Production and Service Provision
7.5.1 Control of Production and Service Provision
Service provision is planned and carried-out through the work instructions,
documented procedures, service contracts, maintenance plans and inspection plans.
Refer to all applicable documented procedures, work instructions and records as
reflected in the Document Masterlist (Internal).
7.5.2 Validation of Processes for Production and Service Provision
BatStateU validates the processes for service provision where the resulting output
cannot be verified by subsequent monitoring and measurement. This validation
includes any processes where deficiencies become apparent only after the product has
been delivered or used. This is documented through design and development
validation results of curricula and syllabus, equipment approval and teachers’
qualifications, course notes and examination papers, and records data.
Refer to all associated documents and records.
7.5.3 Identification and Traceability
BatStateU ensures that the materials, equipment, medicines, laboratory supplies and
materials, and students are identified and traceable as per identification labels,
property number tag, expiration dates, student identification, course, schedules,
academic units, and research contracts as applicable. Traceability is made possible
through the records retained in the University and delivery records.
Refer to all mentioned applicable documents and records.
QUALITY MANUAL Document Reference No.:
BatStateU-QM
December 1, 2017 Rev. 01 Page 25 of 29
7.5.4 Customer Property
BatStateU identifies, protects and verifies customer property under its control. In case
of its loss and damage or if found unsuitable for use, the customer is informed and
records are maintained. Customer properties include but are not limited to certificates,
diplomas, personal ID, birth certificate, intellectual property agreements, medical
exams, certificates, exams, tests or paperwork, final works, prototypes developed,
applications, records of registration. The University exercises care of customer
property in its custody to prevent it from damage or loss or unauthorized access. In
case of loss/damage or unsuitability for use, this is noted, recorded and reported to the
customer. Other customer properties such as customer information is kept safely in,
but not limited to, locked areas, or password-protected areas if it is in electronic form.
7.5.5 Preservation of Product
Through specific responsibilities as defined in relevant procedures, purchased
products are handled with care by various employees through memorandum receipts.
The Supply Office ensures that management regulations such as receiving, handling,
storage, protection, identification, labeling and issuance of products are strictly
followed.
Academic documents such as syllabi, curricula, printed or electronic materials and
books; medicines; chemicals and raw materials for laboratories; compact disks,
computer programs, equipment, and office supplies are organized and shelved
according to specified systems for ease of storage, retrieval, and preservation.
Refer to BatStateU-WI-LIB-05 (Issuance of Certification for Submission of
Theses/Dissertation), BatStateU-WI-REC-04 (Disposal of Non-Records File),
BatStateU-WI-HSD-05 (Medical Examination of New Student, On-the-Job Training
Student and Newly-hired Employees), BatStateU-WI-HSD-06 (Dental
Consultation/Treatment/Management), BatStateU-WI-REG-01 (Registration
Process), BatStateU-WI-REG-06 (Requesting Official Documents).
7.6 Control of Monitoring and Measuring Equipment
BatStateU has determined necessary equipment intended for calibration. These are
equipment used in the laboratories and medical clinics as applicable. These equipment
are sent for outside calibration of a third party calibrating body at defined intervals.
Refer to BatStateU-FO-AF-02 (Calibration Form), BatStateU-FO-AF-03 (Calibration
History Card), Masterlist of calibration and calibration certificates.
8.0 MEASUREMENT, ANALYSIS AND IMPROVEMENT
8.1 General
BatStateU plans and implements the monitoring, measurement, analysis and improvement
processes to demonstrate conformity to requirements as a result of the quality objectives/targets
against actualization, progress reports, delivered products from suppliers, customer satisfaction
surveys, and internal quality audits.
QUALITY MANUAL Document Reference No.:
BatStateU-QM
December 1, 2017 Rev. 01 Page 26 of 29
8.2 Monitoring and Measurement
8.2.1 Customer Satisfaction
Customer satisfaction is monitored through the customer satisfaction survey/analysis
conducted in the whole university every semester. Results of these surveys are
analyzed for continual improvement process.
For rating results of poor or unsatisfactory, which are classified as non-conformity
(NC), a Non-conformity, Corrective and Preventive Action Report (NCPAR) will be
issued for analysis, correction and corrective action. For rating results of satisfactory,
which are classified as improvement (I), an NCPAR will be issued for the process of
improvement. However, only those satisfactory results which have the most dominant
number per criterion shall be issued with an NCPAR.
Refer to BatStateU-FO-CFS-01 (Customer Satisfaction Survey Form), BatStateU-WI-
PO-03) Handling Customer Complaints, customer satisfaction survey/analysis.
8.2.2 Internal Quality Audit
Internal quality audit is conducted at planned intervals at least once a year to determine
whether the quality management system is effectively implemented and maintained in
accordance to planned arrangements and to the requirements of the international
standard.
Refer to BatStateU-PM-02 (Internal Audit).
8.2.3 Monitoring and Measurement of Processes
Processes are monitored and measured as per quality objectives and target goals
against actual performance per month or as defined in the quality objectives. These are
discussed in regular scheduled meetings.
All non-conformities found as a result of the unmet targets shall be subjected to
correction and corrective actions to ensure conformity of product/service using the
NCPAR.
Refer to performance monitoring tools of the quality objectives.
8.2.4 Monitoring and Measurement of Product
BatStateU monitors and measures the product/service by ensuring that curriculum
requirements are met through observation of performance, assessments, tests or
examinations as per planned arrangements and acceptance criteria. Impact assessment
and evaluation of research and extension projects are conducted to ensure continuous
relevance of services provided.
Results of these evaluations are documented to demonstrate that the academic products
achieved the planned objectives.
Refer to applicable documents and records.
QUALITY MANUAL Document Reference No.:
BatStateU-QM
December 1, 2017 Rev. 01 Page 27 of 29
8.3 Control of Non-Conforming Product
BatStateU has established a documented procedure for the insurance and control of non-
conformities such as materials, supplies, service, system and process related.
Refer to BatStateU-PM-03 (Control of Non-conformity, Corrective and Preventive Action).
8.4 Analysis of Data
Analysis of appropriate data is done to demonstrate the effectiveness of the quality management
system and for its continual improvement. This includes all necessary results of monitoring and
measurements such as internal quality audits, process performance, customer complaints,
supplier evaluation and service non-conformities including customer satisfaction. Analysis of
data will be done to assess performance against plans and goals and to identify areas for
improvement through brainstorming meetings, using 3 Why’s method. Results of analysis are
documented in the NCPAR.
Refer to applicable records.
8.5 Improvement
8.5.1 Continual Improvement
BatStateU will continue to improve the effectiveness of the quality management
system through the use of quality policy, quality objectives, audit results, customer
feedback, analysis of data, corrective actions, preventive actions and management
review.
8.5.2 Corrective Action
BatStateU takes appropriate correction and corrective actions to ensure that the
recurrence of non-conformities or discrepancies, which are reported to have occurred
at some point in time or which are likely to occur, are prevented.
Any changes made to the procedures resulting from corrective actions are recorded
and implemented.
Refer to BatStateU-PM-03 (Control of Non-conformity, Corrective and Preventive
Action).
8.5.3 Preventive Action
BatStateU determines appropriate action to eliminate the causes of potential non-
conformities to prevent their occurrences.
Any changes made to the procedures resulting from preventive actions are recorded
and implemented.
Refer to BatStateU-PM-03 (Control of Non-conformity, Corrective and Preventive
Action).
QUALITY MANUAL Document Reference No.:
BatStateU-QM
December 1, 2017 Rev. 01 Page 28 of 29
REFERENCES:
ISO 9001:2008 - International Standard (Quality Management Systems -
Requirements
ISO 19011:2011 - Guidelines for Auditing Management Systems
All documents and records as per Documents Master List (Internal and External)
Prepared by: Reviewed by:
Prof. Rogelio A. Antenor The Executive Committee
Quality Management Representative Date:
Date:
Approved by:
Dr. Tirso A. Ronquillo
University President
Date:
(See attached Certification.)
QUALITY MANUAL Document Reference No.:
BatStateU-QM
December 1, 2017 Rev. 01 Page 29 of 29
APPENDIX A- Batangas State University Organizational Chart
QUALITY MANUAL Document Reference No.:
BatStateU-QM
December 1, 2017 Rev. 01 Page 1 of 29
QUALITY MANUAL Document Reference No.:
BatStateU-QM
December 1, 2017 Rev. 01 Page 1 of 29
Office of the Quality Management Representative 2nd Floor, International Affairs Office, CITE Bldg.,
Pablo Borbon Main I, Rizal Avenue, Batangas City
(043) 980-0385 loc. 1116