Republic of the Philippines Department of Agriculture NATIONAL...
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Republic of the Philippines Department of Agriculture NATIONAL DAIRY AUTHORITY
ISO 9001:2015 Quality Management System
QUALITY MANUAL
DEPARTMENT OF AGRICULTURE
NATIONAL DAIRY AUTHORITY Document Code NDA-QM
Revision No. 1
QUALITY MANUAL
Effectivity October 2017
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PROCESS NAME SIGNATURE
ORIGINATED MARITES M. DIMACULANGAN
MARIA TERESA M. ROZUL
REVIEWED CHARITO R. GIMENO
GABRIEL L. LAGAMAYO
MONINA G. MANGUBAT
MARLON C. FLORES
ROY ANTONIO P. HOJAS
RECOMMENDING APPROVAL RENE M. DE GUZMAN
JACQUELINE H. SEGUIN
NAOMI K. TORRETA
APPROVED MARILYN B. MABALE
ORIGINATION/ REVISION NO. DATE ORIGINATED/ REVISED REASON FOR REVISION
00 22 June 2016 Initial Documentation for the Management System of the National Dairy Authority
01 02 October 2017 Alignment to ISO 9001:2015 QMS Standards
DEPARTMENT OF AGRICULTURE
NATIONAL DAIRY AUTHORITY Document Code NDA-QM
Revision No. 1
QUALITY MANUAL
Effectivity October 2017
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Original Copy 2 12 22 3 13 23 4 14 24 5 15 25
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TABLE OF CONTENTS
SECTION REFERENCE AND TITLE PAGE NO. SECTION 0. INDEX AND REVISION STATUS 4 SECTION 1. SCOPE
1.1. Introduction 5 5
SECTION 2. NORMATIVE REFERENCES 5 SECTION 3. TERMS AND DEFINITIONS 5 SECTION 4. CONTEXT OF THE ORGANIZATION
4.1. Understanding the Organization and its Context 4.2. Understanding the Requirements and Expectations of Interested Parties 4.3. Determining the Scope of the Quality Management System 4.4. Corporate Profile 4.5. Vision 4.6. Mission 4.7. Core Values 4.8. Organization 4.9. Facilities
4.10. Quality Management System and its Processes
5 5 6 7 7 8 8 8 9
10 10
SECTION 5. LEADERSHIP 5.1 Leadership and Commitment 5.2 Customer Focus 5.3 Quality Policy 5.4 General Description and Key Responsibilities of Authorities
13 13 13 14 15
SECTION 6. PLANNING 6.1 Action to Address Risk and Opportunities 6.2 Quality Objectives and Planning to Achieve Them 6.3 Planning of Changes
17 17 17 17
SECTION 7. SUPPORT 7.1 Provision of Resources 7.2 Competency, Awareness and Training 7.3 Communication 7.4 Documented Information
18 18 20 20 21
SECTION 8. OPERATION 8.1 Operational Planning and Control 8.2 Planning and Service Realization 8.3 Requirements for Products and Services 8.4 Design and Development of Services 8.5 Control of Externally Provided Processes, Products and Services 8.6 Service Provision 8.7 Release of Services 8.8 Control of Nonconforming Outputs
22 22 22 22 23 24 25 27 27
SECTION 9. PERFORMANCE EVALUATION 9.1 Monitoring, Measurement, Analysis and Evaluation 9.2 Internal Quality Audit 9.3 Management Review
29 29 31 33
SECTION 10. IMPROVEMENT 10.1 Continual Improvement 10.2 Nonconformity and Corrective Action
34 34 34
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0. INDEX AND REVISION STATUS
QUALITY PROCEDURES
NDA-QP-01 Documents and Records Control Rev. 1 NDA-QP-02 Control of Nonconforming Output Rev. 1 NDA-QP-03 Corrective Action Rev. 1 NDA-QP-04 Internal Audit Rev. 1 NDA-QP-05 Management Review Rev. 1 NDA-QP-CP-01 Animal Distribution and Provision of Technical Services Rev. 0 NDA-QP-CP-02 Provision of Training Services Rev. 0 NDA-QP-CP-03 Provision of Milk Feeding Services Rev. 0 NDA-QP-SS-01A Admin. - Human Resource Management Services Rev. 0 NDA-QP-SS-01B Admin. - Procurement of Goods and Services Rev. 1
NDA-QP-SS-01C Admin. - Transportation, Property Management, Building and Utilities Maintenance and Janitorial Services
Rev. 0
NDA-QP-SS-02 Financial Resource Management Services Rev. 1 NDA-QP-SS-03 Planning, Management & Evaluation Services Rev. 1 NDA-QP-SS-04 Management Information Services Rev. 1 NDA-QP-SS-05 Laboratory Services Rev. 0
QUALITY MANUAL DISTRIBUTION
Printed copies of the Quality Manual shall be distributed to the following:
Manual Number
Organization Unit
1 Office of the Administrator 2 Office of the Deputy Administrator 3 Corporate Planning Department 4 Administrative and Finance Department 5 Operations Department 6 North Luzon Department 7 South Luzon Department 8 Central Visayas Department 9 Western Visayas Department
10 Northern Mindanao Department 11 Southern Mindanao Department 12 Philippine-New Zealand Dairy Project
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1. SCOPE
1.1. Introduction
1.1.1. The Quality Manual of the National Dairy Authority (NDA-QM) defines and clarifies policies,
systems, and procedures adopted to implement, ensure compliance, and continuously
improve the Agency's Quality Management System.
1.1.2. The QM, together with associated documents mentioned hereto, aims to:
Describe the fundamental elements of NDA's QMS and to serve as reference in its
implementation and continual improvement;
Inform the NDA internal and external stakeholders of the Agency's QMS and enable them
to observe its implementation at NDA; and
Serve as reference and guide for all personnel and make them appreciate the NDA's QMS.
2. NORMATIVE REFERENCES
The following documents in part or whole, are normatively references or used in the preparation of this
document and are indispensable for its application. For dated references, only the edition cited applies.
ISO 9001:2015 Quality Management System Requirements
ISO 9001:2015 Quality Management System – Fundamentals and Vocabulary
ISO 19011:2011 Guidelines for Auditing Management System
3. TERMS AND DEFINITIONS
For the purpose of this document, the terms and definitions provided in ISO 9001:2015 applies.
4. CONTEXT OF THE ORGANIZATION
4.1. Understanding the Organization and its Context
The NDA management has determined relevant external and internal issues and items relevant to
the agency’s purpose and strategic direction, and may affect our ability to achieve the intended
results of the QMS. Such issues are identified through a periodic assessment of the agency’s
performance. These issues are summarized in a Risk Assessment Matrix (Annex B) of this manual.
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4.2. Understanding Requirements and Expectations of Interested Parties
4.2.1. The effect or potential effect on the agency’s ability to consistently provide products and
services that meet our customer and applicable statutory and regulatory requirements, NDA
has determined the following:
the interested parties relevant to the QMS;
the requirements of the identified interested parties relevant to the QMS.
4.2.2. Requirements and expectations of interested parties are listed in the Needs and Expectations
of Interested Parties (Annex C) of this manual.
4.2.3. The NDA is committed to continually monitor, review and analyze information and relevant
requirements of the interested parties to ensure their requirements are effectively managed
in the QMS. This form part of the management review procedures.
4.3. Determining the Scope of the Quality Management System
4.3.1. The QM applies to processes of top management, internal support, core processes. The ISO
9001:2015 Standards have been adopted by the NDA and are being implemented to serve as
the foundation of the mission to achieve quality as a way of life in NDA. Whether the term
"product" occurs, it can also mean "service." In determining the scope, the NDA considers the
external and internal issues, the requirements of relevant interested parties, and the services
of the agency.
4.3.2. The NDA applies for the certification of the following services of the Central Office, North
Luzon and South Luzon Departments:
4.3.2.1. Core Process:
Animal Distribution and Provision of Technical Assistance
Provision of Training Services
Provision of Milk Feeding Services
4.3.2.2. Support Process:
Procurement of Goods and Services
Human Resources Management Services
Transportation, Property Management, Building and Utilities Maintenance and
Janitorial Services
Financial Resource Management Services
Planning, Management and Evaluation Services
Management Information Service
Laboratory Services
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4.4. Corporate Profile
4.4.1. Created by the National Dairy Development Act of 1995 (Republic Act 7884), the NDA is an
attached corporation of the Department of Agriculture mandated to ensure the accelerated
development of the Philippine dairy industry through policy direction, coordination and
program implementation.
4.4.2. The priority programs and projects of the NDA as identified in Section 11 to 13 of RA 7884 are
as follows:
design credit systems that will provide loans, grants and other services as may be
required, to dairy cooperatives;
Assist dairy cooperatives in developing market channels and in negotiation for bulk
outlets of milk output;
Promote a nationwide campaign for the development of a local dairy industry;
Extension support, education and training programs for dairy farmers and cooperatives;
Dairy research and development;
Support services in the acquisition of basic supplies and inputs for animal health and
nutrition; and,
Build up the number and quality of local animal stocks through applied technology.
4.4.3. The NDA is governed by a Dairy Industry Board composed of eight national government
representatives (DA, NDA, DTI, DOH, DepEd, DOST, DLR, UP-DTRI) and four (4) private sector
representatives (i.e., representations from the producers in Luzon, the Visayas and Mindanao
and representation from the commercial processors) who are appointed by the President of
the Philippines.
4.4.4. The NDA maintains a Central Office and Field Offices in Luzon, Visayas and Mindanao manned
by 116 personnel, 60% of which are assigned to operations while 40% are assigned to
perform planning, monitoring and administrative functions.
4.4.5. The NDA considers the specific knowledge necessary for each operation and considers this as
an important resource to ensure our people and processes are consistent and will achieve
conformity of the product and services provided by the Company. Specific organizational
knowledge is defined, maintained and available to the extent necessary within appropriate
procedures.
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4.5. Vision
A profitable, competitive and sustainable growing dairy industry built on financially viable business
performance throughout the value chain, providing a good quality of life for farmers and ensuring
consumers safe and quality milk and milk products by 2025.
4.6. Mission
To provide leadership to the Philippine dairy industry in partnership with the private sector through
the provision of well-crafted policy, science-based technical expertise, sound business support and
effective management of dairy programs.
4.7. Core values
4.7.1. Stakeholders... To treat all our stakeholders diligently, fairly, honestly and with respect.
4.7.2. Accountability and Transparency... To manage our organization efficiently, ethically and with
full accountability and transparency.
4.7.3. Teamwork and Partnership... To build and support strong teamwork, and partnership with all
our stakeholders as the key to producing tangible results.
4.7.4. Our Staff... To treat our staff equally and with respect and to fulfill our commitment to the on-
going development of our human resources.
4.7.5. Gender Equity... To promote and support equitable participation of men and women, both
within the organization, and with our stakeholders.
4.7.6. Scientific and Cultural Integrity... To ensure that regulation, resource management,
information and advice are science based and respect the cultural values of the Filipino people.
4.7.7. Environmental Integrity... To ensure that dairy development on the farm and in the processing
operations are environmentally responsible.
4.7.8. Animal Welfare... To promote the adoption of the five freedoms of animal welfare.
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4.8. Organization
Figure 1. NDA Organization Chart
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4.9. Facilities
4.9.1. The NDA has offices and facilities in the following locations:
Main Office, NDA Building, BAI Compound, Visayas Avenue, Diliman, Quezon City
Northern Luzon Department, No. 33 Pook Hulo, Loma de Gato, Marilao, Bulacan
Southern Luzon Department, No. 144 Brgy. San Carlos, Lipa City, Batangas
Visayas Department, Department of Agriculture Experimental Station Compound,
Maguikay, Mandaue City, Cebu City
Southern Mindanao Department, Mindanao Science and Technology Centrum Bldg., Bago
Oshiro, Tugbok, Davao City
Northern Mindanao Department, Door 206, Waterside Living Complex Bldg., Julio Pacana
Street, Licoan, Cagayan de Oro City
4.10. Quality Management System and Its Processes
4.10.1. General Requirements
NDA has established, documented and implemented a Quality Management System (QMS) in
accordance with the requirements of ISO 9001:2015. The system is maintained and
continually improved through the use of quality policy, quality objectives, audit results,
analysis of data, corrective action and management review.
To design and implement the QMS, NDA has:
determined the processes needed for the QMS and their application throughout the
organization, the sequence and interaction of these processes, and documented them on
the PDCA Cycle Diagram in this section of the QM;
determined criteria and methods needed to ensure that the operation and control of the
processes are effective, and documented those in quality procedure and work
instructions;
ensured the continuing availability of resources and information necessary to achieve
planned results and continual improvement of these processes;
established systems to monitor, measure where applicable, and analyze these processes;
established processes to identify and implement actions necessary to achieve planned
results and continual improvement of these processes.
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4.10.2. Process Approach
4.10.2.1. The NDA has adopted the “Process Approach” into our daily operations including the
PDCA Cycle. We have considered the utilization of Risk-based Thinking Philosophy
when developing, implementing and improving the effectiveness of our Quality
Management System. This approach enables NDA to enhance the overall performance
of the agency by effectively controlling the interrelationship and the
interdependencies among the QMS processes. The implementation of the “Process
Approach” in our QMS enables;
the understanding and consistency with achieving customer specific
requirements;
the consideration of our processes in terms of added value;
the achievement of effective process performance;
improvement of our processes based on the evaluation of data and information.
4.10.2.2. All main activities of the system are grouped according to the following categories:
Leadership (leadership and commitment, customer focus, policy, organizational
roles, responsibilities and authorities);
Planning (actions to address risks and opportunities, quality objectives and
planning to achieve them, planning of changes);
Support (resources, competence, awareness, communication, documented
information);
Operation-Core Processes (operational planning and control, requirements for
products and services, design and development of products and services, control
of externally provided processes, products and services, production and service
provision, release of products and services, control of nonconforming outputs);
Performance Evaluation (measurement, analysis and evaluation, internal audit,
management review), and;
Improvement (nonconformity and corrective action, continual improvement).
These processes are organized as Plan-Do-Check-Act (PDCA) loops.
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Figure 2. PDCA Cycle Diagram
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5. LEADERSHIP
5.1. Leadership and Commitment
5.1.1. The Top Management has been actively involved in implementing the (QMS). The Top management
has provided the vision and strategic direction for growth of the QMS, and established quality
objectives and the quality policy.
5.1.2. The Top Management demonstrates leadership and commitment with respect to the quality
management system by:
taking accountability for the effectiveness of the quality management system;
ensuring that the quality policy and quality objectives are established for the quality
management system and are compatible with the context and strategic direction of the agency;
ensuring the integration of the quality management system requirements into the agency’s
business processes;
promoting the use of the process approach and risk-based thinking, as defined in Section 6,
Para. 6.1;
ensuring that the resources needed for the quality management system are available;
communicating the importance of effective quality management system achieves its intended
results;
engaging, directing and supporting persons to contribute to the effectiveness of the quality
management system;
promoting improvement;
supporting other relevant management roles to demonstrate their leadership as it applies to
their areas of responsibility.
5.2. Customer Focus
5.2.1. The principal objective of the QMS is to enhance customer satisfaction on service delivery. The key
to achieving high customer satisfaction is an accurate determination and understanding of
customer requirements and an effective verification process that the requirements are met.
5.2.2. Top management ensures that customer and applicable statutory and regulatory requirements are
determined, understood and consistently met. This is done through meetings and consultations
with stakeholders, as defined in this QM Section 8, Para. 8.3.1 to Para. 8.3.2 and in associated
procedures.
5.2.3. Top management ensures that risks and opportunities that can affect conformity of products and
services and ability to enhance customer satisfaction are determined and addressed through Risk
Assessment as defined in NDA-QP-02 Control of Nonconforming Output.
5.2.4. Management ensures that customer satisfaction is systematically monitored and maintained. This
process is defined in this QM Section 9, Para. 9.1.2, and in associated procedure.
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5.3. Quality Policy
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5.3.1. Establishing the Quality Policy
5.3.1.1. The Quality Policy is established by the top management. In formulating the quality
policy, top management ensures that the policy is appropriate to the purpose and
context of the agency, and includes a commitment to comply with the requirements
and continually improve the effectiveness of the QMS.
5.3.1.2. The Quality Policy provides a framework for establishing specific quality objectives,
and provides direction for the continual improvement effort.
5.3.2. Communicating the Quality Policy
5.3.2.1. The Quality Policy is posted throughout the agency, and its role is explained and
discussed at the general orientation training provided to all employees. The quality
policy is also communicated to customers and other interested parties. For this
purpose, it is displayed in the reception area and posted on the agency’s website.
5.3.2.2. The Quality Policy is periodically reviewed within the framework of management
reviews of the quality system. This is to ensure its continual relevance and suitability.
5.4. General Description and Key Responsibilities of Authorities
5.4.1. The Organization Chart has been established to provide the interrelation and reporting
structure of personnel within the organization. The Corporate Planning and Management
Services Department has been appointed by the Top Management to oversee and manage the
overall effectiveness and compliance of the QMS. The QMS Organization is supported by a
Special Order (Annex A) outlining the assigned specific roles in terms of:
ensuring QMS conforms to the requirements of ISO 9001:2015 (e.g. internal audit,
management review);
processes are delivering their intended purpose;
reporting on the performance of the QMS;
promoting customer focus; and
maintaining the integrity of the QMS
5.4.2. The Dairy Industry Board is a policy-making body that ensures that the plans and programs of
the National Dairy Authority are in accordance with its mandate as set forth under Republic
Act 7884 also known as the Dairy Development Act of 1995 and the Republic Act 10611 or the
Food Safety Act of 2013.
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5.4.3. The Office of the Administrator submits policy recommendations and proposed measures
necessary to carry out the objectives and functions of the authority for consideration of the
National Dairy Industry Board. The Office of the Deputy Administrator assists the Office of the
Administrator in performing its functions.
5.4.4. The Administrative and Finance Department (AFD) provides finance and admin support
services to the authority for the attainment of corporate goals and objectives. There are two
(2) divisions in AFD, the Finance Division and the Administrative Division.
5.4.5. The Corporate Planning and Management Services Department (CPMSD) provides planning,
management services, management information and evaluation services to the whole
organization. There are two (2) divisions in CPMSD, the Planning, Monitoring and Evaluation
Services Division (PMESD) and the Management Information Services Division (MISD).
5.4.6. The Operations Department has three (3) divisions: the Technical Assistance Division, the
Business Development and Special Concerns Division, the Milk Quality Assurance and Product
Development Division. This department provides technical advice and assistance to the
Regional Departments in order to carry out the implementation of plans and programs in
systematic, efficient and cost-effective manner.
5.4.7. The Regional Departments namely Northern and Southern Luzon, Central and Western
Visayas, and Northern and Southern Mindanao Departments directly undertake and ensure
the dairy zone development of their respective areas. These departments are the front liners
in the implementation of the core processes of the agency.
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6. PLANNING
6.1. Actions to Address Risk and Opportunities
6.1.1. During corporate planning, the Top Management considers all external and internal issues
that are relevant to the agency’s purpose and strategic direction as well as understanding the
needs and expectations of interested parties. Refer to Annex B for the internal and external
issues (Risk Assessment Matrix) and Annex C for the Needs and Expectations of Interested
Parties.
6.1.2. The Top Management ensures that these factors are addressed in order to consistently
provide services to meet customer requirements.
6.2. Quality Objectives and Planning to Achieve them
6.2.1. During corporate planning, agency targets represented by performance indicators are
discussed and cascaded to all relevant functions, levels and processes in a specified timeframe.
These performance indicators form part of the Quality Objectives (Annex D) and the
achievement parameters are listed in the Performance Evaluation Scorecard (PES) (Annex E).
Furthermore, the agency implements the Strategic Performance Management System (SPMS)
as a tool to concretize the linkage of organizational performance with individual
accomplishment to ensure effectiveness by cascading institutional accountabilities to the
various levels of the organization.
6.2.2. The Top Management ensures provision of resources needed to achieve the intended results
by allocating enough funds, manpower, equipment and support services.
6.2.3. Quality objectives are measurable, and evaluated against performance goals during mid-year
and year-end assessment and management review meetings.
6.3. Planning of Changes
6.3.1.1. When the agency determines the need for changes to the quality management system, the
changes are carried out in a planned manner following Process Approach, Section 4, Para
4.10.2. The Top Management ensures that the integrity of the QMS are maintained when
changes to the QMS are planned and implemented.
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7. SUPPORT
7.1. Provision of Resources
7.1.1. General
NDA is fully committed to providing adequate resources required for the establishment,
implementation, maintenance and continual improvement of QMS. The Top Management
ensure provision of sufficient resources such as competent employees, functional and quality
equipment, well maintained work environment and financial resources. The process for
determining and communicating resource requirements is an integral part of the management
review process. Our infrastructure resource considerations include:
management review inputs and outputs;
capabilities and constraints on existing internal and external resources;
requirements and expectations provided by external providers.
7.1.2. Human Resources
7.1.2.1. Personnel performing work affecting conformity to service requirements are
competent. Competency is determined on the basis of appropriate education,
training, skills and experience.
7.1.2.2. Human Resources Officer is responsible for the conceptualization and conduct of
Agency-wide training and awareness programs such as: general orientation, rules
and regulations, quality system, safety and agency-wide systems and issues.
7.1.2.3. Division Chiefs are responsible for identifying competency requirements and for
providing training in their respective areas. Competency training is primarily focused
on increasing the level of skills in cooperating equipment and processes, conducting
meetings and inspections, computer literacy and other such skills as appropriate for
particular positions and jobs.
7.1.3. Infrastructure
7.1.3.1. Buildings, Workspace and Associated Utilities
Infrastructure and facilities such as buildings, workspaces and associated
utilities, etc. are adequate and are properly maintained to achieve conformity to
product requirements following NDA-QP-SS-01C.
Division Chiefs are responsible for identifying the need and requirements for
new and/or modification or repair of existing infrastructure and facilities in their
departments. Requests for changes and/or expansions of facilities are submitted
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to the Building Administrator and then to the Department Manager for review
and approval.
Regular maintenance of buildings and facilities is performed by NDA personnel
assigned to facility and maintenance under the supervision of the Administrative
Division.
This includes scheduled cleaning and maintenance of lighting systems, air
conditioning units, water and sanitary facilities. Procedures are outlined in NDA-
QP-SS-01C. Major repairs of buildings and other such facilities are contracted as
needed. Procurement section is responsible for preparing, facilitating the
procurement of maintenance contracts and managing it afterwards.
7.1.3.2. Process Equipment. The NDA determines and provides resources to ensure valid
and reliable results when monitoring or measuring is used to verify conformity of
services to requirements.
Calibration of equipment used in milk processing operations (vacuum gauge,
vacuum regulator, thermometer) and in laboratory operations (pH meter,
refrigerator, lacto scan) are outsourced to external service providers.
Process equipment are safeguarded from adjustments, damage or deterioration
that would invalidate the calibration status and subsequent measurement
results.
7.1.3.3. Supporting Services. Supporting services required by NDA include equipment,
transportation and IT services:
Equipment are provided and managed in accordance with NDA-QP-SS-01C,
Property Management.
Transportation reservations and dispatching are controlled in accordance with
NDA-QP-SS-01C, Vehicle Reservation and Dispatching.
IT Systems are designed and implemented by IT officers. These services are
controlled in accordance with NDA-QP-SS-03, Management Information
Services.
7.1.3.4. Maintenance. Building, facilities, vehicle, motor pool and key process equipment
are regularly maintained in accordance with NDA-QP-SS-01C, Building and
Facilities Maintenance and Vehicle Maintenance.
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7.1.4. Work Environment
7.1.4.1. It is the policy of NDA to promote the well-being, safety, satisfaction and motivation
of its officers and staff by providing them a work environment that:
clean, in order, well-maintained and conducive for working and learning;
promotes teamwork through sharing of project learning, inter-center
collaborations and technologies sharing;
workstations that promotes free exchange of ideas.
7.1.4.2. The end objective of this is to establish a quality work-life for the NDA staff in order
to work more effectively and efficiently.
7.2. Competency, Awareness and Training
7.2.1. The objective of the NDA's training program is to ensure that the employees have the required
knowledge and skills in performing the assigned jobs; and that they are familiar with relevant
requirements of the QMS pertaining to their job functions.
7.2.2. Awareness programs focus on understanding the importance of customer requirements and
the relevance of individual contributions towards meeting these requirements and achieving
the quality policy and objectives.
7.2.3. Processes for enhanced competency and awareness of personnel are defined in NDA-QP-SS-
01A, Human Resource Management Services. The procedure addresses issues related to:
determining competency requirements;
identifying training needs;
providing training;
evaluating the effectiveness of training;
ensuring quality awareness; and
maintaining training records
7.3. Communication
7.3.1. NDA ensures that internal and external communications relevant to QMS are addressed as to
what to communicate, how, when and with whom to communicate. External communications
include letters, memorandums and advisories. All interested parties may get basic
information through NDA website www.nda.da.gov.ph. Information not available in the
website can be formally requested following NDA-FOI Manual of Procedures. Internal
communications include memorandums, special orders, intranet and outlook email portal.
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7.4. Documented Information
7.4.1. NDA maintains a documented QMS as a means to ensure that services conform to specific
requirements. The QMS consists of the following levels of documented information:
7.4.1.1. Level I – Quality Manual (NDA-QM): provides the scope of the QMS and the applicable ISO
9001:2015 requirements as implemented. It also defines and clarifies policies, systems and
procedures adopted to implement, ensure compliance and continuously improve the
agency’s QMS.
7.4.1.2. Level II – Quality Procedures (QP) Work Manual as itemized in NDA-QM Section 0, Index
and Revision Status: provides detailed requirements for each of the core and support
processes specifying who does what, when, where, how the process or action/task is
performed, and what documented is used to verify that all required quality related activities
had been executed as required.
7.4.1.3. Level III – Quality System Forms (QSF): provides objective evidence that required services
and customer requirements were achieved, and that the agency’s QMS has been
implemented as stated.
7.4.2. Creating and Updating
7.4.2.1. When creating and updating documented information, NDA define procedures following
NDA-QP-01 Documents and Records Control to ensure the following:
identification and description (title, date, author, reference number);
format and media (electronic, hard copy etc.);
review and approval for suitability and adequacy.
7.4.3. Control of Documented Information
7.4.3.1. Documented information required to support the effectiveness of the agency’s QMS is
controlled following NDA-QP-01 Documents and Records Control ensuring that:
it is available and suitable for use, where and when it is needed;
it is adequately protected from loss of confidentiality, improper use, or loss of integrity;
distribution, access, retrieval and use;
storage and preservation including preservation of legibility;
control of changes;
retention and disposition
7.4.3.2. Documented information of external origin determined to be necessary for planning and
implementation of the QMS is identified as appropriate and likewise controlled in
accordance with NDA-QP-01 Documents and Records Control.
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8. OPERATION
8.1. Operational Planning and Control
The NDA plans, implement and controls its operations in the delivery of its services to the
stakeholders in order to ensure that customer requirements are met. Operational planning is carried
out to implement the actions determined during planning stage wherein agency targets represented
by performance indicators are cascaded to all relevant functions, levels and processes in a specified
timeframe. Operational planning considers the actions to address the risks and opportunities and
how to achieve them, Section 6, Para 6.1.2 to 6.1.3.
8.2. Planning of Service Realization
The NDA plans and develop strategies for its operation’s processes and to deliver its mission in the
attainment of its vision. Quality objectives and Key Result Areas (KRA) for technical and extension
services are determined in observance of the NDA's operational and implementation policies.
Likewise, design, deliverables, schedule of activities and logistical requirements are identified in
Operational Plan and Financial Plan. Subsequent planning requires result of performance review
including inputs from stakeholders as reference for planning.
8.3. Requirements for Products and Services
8.3.1. Determining the requirements for products and services
8.3.1.1. NDA abides by its Citizen's Charter. As mandated, customer requirements are
determined using the results of participatory meetings and consultations with
stakeholders. These are defined in proposals, agreements, terms of reference, letter of
request, letter of intent, among others. Customer requirements also include:
requirements not stated by the customer, but necessary for specified user or
intended use, where known;
statutory and regulatory requirements applicable to the product; and
any additional requirements considered necessary by the agency.
8.3.1.2. NDA ensures that implementation of programs and projects has appropriate budget,
resources and personnel complementation.
8.3.2. Review of requirements related to the services
8.3.2.1. Customer requirements are reviewed and approved by appropriate
offices/committees as defined in the NDA's administrative issuances. These are
reviewed to ensure that:
customer requirements are defined;
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any conflicts in contract and other requirements are resolved; and
the agency is able to meet the defined requirements.
8.3.3. Customer Communication
Arrangements for communicating with customers regarding complaints are defined in and
NDA-QP-03, Corrective Action.
8.4. Design and Development of Services
The NDA plans and control the design and development of services (e.g. training, and facilitation of
milk feeding services) to meet customer requirements considering processes such as:
8.4.1. Design and Development Planning
8.4.1.1. The NDA designs its training interventions by identifying the needs of the stakeholders
through a conduct of Training Needs Analysis (TNA). On the other hand, milk feeding
services are designed based on the proposals submitted by program partners (e.i. LGU,
NGO. private organizations and other government agencies).
8.4.1.2. A Training Design/Project Proposal outlines the stages and controls considering the
following:
nature, duration and complexity of the design and development activities
process stages, including applicable design and development reviews
verification and validation activities
responsibilities and authorities involved in the design and development process
internal and external resource needs
control interfaces between persons involved
need for involvement of customers and users
requirements for subsequent provision of services
level of control expected by customers and other relevant interested parties
8.4.2. Design and Development Inputs
The agency determines the requirements essential for the specific type of service based on the
following:
functional and performance targets (performance evaluation scoresheet)
information derived from previous similar intervention (historical data)
statutory and regulatory requirements (agency mandates)
standards and codes of practice that the agency committed to implement
potential consequences of failure due to nature of services
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8.4.3. Design and Development Controls, Outputs and Changes
The NDA apply controls to ensure that results to be achieved are defined, reviews and verified,
validated and documented. The agency also ensures that outputs meet the input requirements.
Any changes made during, or subsequent to, the design and development of services are
identified, reviewed and controlled to ensure that there is no adverse impact to the conformity
of the requirements. These processes are defined in the each Quality Procedures-Work
Manuals.
8.5. Control of Externally Provided Processes, Products and Services
8.5.1. Procurement
The nature of the Agency's operations require use of goods or services provided by others to
meet customer requirements. As such, the Agency has established and implements policies
and procedures to ensure that procured goods and services conform with the Agency's
requirements and in accordance with relevant regulations.
8.5.1.1. Procurement information is provided through the prescribed Purchase Request (PR)
form for the procurement of goods and services. The PR form contains, as
appropriate, the following information:
specification requirements for the approval of goods and services;
specification requirements for the qualifications of personnel; and
QMS requirements.
8.5.1.2. The responsible personnel reviews the adequacy of specified procurement
requirements prior to the approval and processing of requests. Prior to acceptance, a
procurement personnel evaluates the purchased products against the specified
requirements and when appropriate, secures acceptance by the end user.
Responsible personnel perform the necessary evaluation, selection and re-evaluation
of the performance of the supplier and the purchased goods and services. (Refer to
NDA-QP-SS-01B), Procurement of Goods and Services).
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8.6. Service Provision
Implementation and provision of core operational services are in accordance with NDA-QP-CP-01,
Animal Distribution and Provision of Technical Services, NDA-QP-CP-02 Provision of Training Services
and NDA-QP-CP-03 Provision of Milk Feeding Services.
8.6.1. Description of Services
8.6.1.1. Animal Distribution and Provision of Technical Assistance
Animal distribution is one of the major services of NDA. It aims to increase the dairy
animal stock in the country for the purpose of expanding the volume of current
domestic milk production. Continuous infusion of dairy animals for herd-build up
program is done throughout the country coupled with provision of technical
assistance such as veterinary services, animal health and breeding services, farm
services and milk quality testing.
8.6.1.2. Provision of Training Services
Trainings are given by NDA to capacitate the dairy farmers, milk processors,
extension workers in every facet of dairying. It cover topics from production,
processing up to marketing. It aims to foster sustainable increase in dairy livestock
productivity through the adoption of best dairy farming practices, breed
improvement, availability to timely extension services, promotion of livestock
businesses and dairy food safety regulations.
8.6.1.3. Provision of Milk Feeding Services
Milk Feeding is a program implemented by NDA to provide milk to community and
school-based children at risk of malnutrition as well as the elderly, pregnant women
and lactating mothers at a feeding period of 120/200 days. Each beneficiary receives
a 180 to 200 ml pack of fresh milk per day with a frequency of five (5) days a week
from Monday-Friday. The NDA together with Program Partners (LGUs, NGOs, private
institutions, other government agencies) identifies the target beneficiaries and
jointly monitor the implementation of the program.
8.6.2. Control of Service Provision
The NDA render services under control including the appointment of competent persons
including any required qualification, the use of suitable monitoring and measuring resources,
ability to achieve planned results of the processes for service provision and implementation
of actions to prevent human error. These processes are documented in the Quality Procedures-
Work Manuals.
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8.6.3. Identification and Traceability
Outputs of the NDA core operational processes are identified through the following, as
applicable:
Core Process Output Coding
Animal Distribution and
Provision of Technical
Services
Acknowledgement Receipt,
Service Receipt Receipt Number
Provision of Training
Services
Training Report, Impact
Evaluation Report Report Number
Milk Feeding Services Terminal Report
Milk Laboratory Result
Report Number
Laboratory Result Number
These outputs are maintained in accordance with NDA-QP-01 Documents and Records
Control
8.6.4. Validation Process for Production and Service Provision
The resulting outputs of NDA's core operational processes is verified by subsequent
monitoring and measurement, and deficiencies is immediately addressed. Reports are
quarterly submitted by operations department to the management.
8.6.5. Customer Property
The NDA exercises care with property belonging to customers of external providers while it is
under its control or being used. Procedures are established for the control, storage,
maintenance of materials, facilities, tools and equipment, premises, intellectual property and
personal data. Agreements are outline in the Memorandum of Agreement (MOA) in cases
where NDA uses customer property.
8.6.6. Preservation
The NDA maintains the integrity of its services. Documents and records are maintained
through effective records management. This ensures that confidentiality and security is
observed.
8.6.7. Post-delivery Activities
The NDA determines the extent of post-delivery activities associated with service provision,
to the extent necessary to ensure conformity to customer requirements considering statutory
and regulatory requirements; the potential undesired consequences; the nature, use and
intended of its services; and customer feedback.
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8.6.8. Control of Changes
8.6.8.1. The NDA reviews and control changes for service operations to the extent necessary
to ensure continuing conformity with requirements.
8.6.8.2. The Management reviews and monitors changes that affect services to the
stakeholders through the regular operation’s meeting. It ensures that change
documentation and information is distributed and controlled. Records of results of
the review of changes, persons authorizing the change and any necessary actions
arising from the review are maintained in accordance with applicable procedures.
8.7. Release of Services
The NDA implements planned arrangement at appropriate stages starting from the letter of intent
of the customers until delivery of its services. The release of services are always in accordance with
planned arrangement supported by documented information (e.g. MOA, service receipt, etc.) as
evidence that the requirements are met.
8.8. Control of Nonconforming Outputs
This procedure has been established to define NDA's system for the control and correction of
nonconformities. This procedure defines the controls established by NDA to ensure that outputs that
do not conform to the requirements are identified and controlled to prevent unintended use or
delivery (refer to NDA-QP-02 for procedure details).
ISO 9001:2015 Requirement QMS Method of Addressing
The agency deals with
nonconforming services by one or
more of the following ways.
When a nonconformity is identified, it is documented in the
RFA Form and listed on the Control of Nonconformity Matrix
for tracking and reporting.
RFA is used when raising Opportunities for Improvement
(OFI) and Nonconformity (NC), where:
OFI
all employees can initiate RFA when nonconformity is
identified during day-to-day operations
NC
only internal auditors can initiate RFA during the
conduct of internal audit
Copy of the RFA is forwarded to the Division Chief for
disposition.
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a) by taking action to eliminate the
detected nonconformity;
Action taken to eliminate the nonconformity is recorded in
the RFA where description and correction of nonconformity
is identified.
b) by authorizing its use, release or
acceptance under concession by a
relevant authority and, where
applicable, by the customer;
The RFA is referred to the Division Chief and for verification
and problem analysis prior to disposition.
c) by taking action to preclude its
original intended use or application.
Services that have been identified as nonconforming is
referred to the process owner for correction.
Records of the nature of non-
conformities and any subsequent
actions taken including concessions
obtained are determined.
The RFA is the primary record for documenting the nature of
the nonconformity, any subsequent actions taken and the
authority deciding the action in respect of the conformity.
All RFAs and the Control of Nonconformity Matrix is
maintained by the IQA Team Leader in accordance with NDA-
QP-01, Documents and Records Control.
When nonconforming product is
corrected it is subjected to re-
verification to demonstrate
conformity to the requirements.
When nonconformity is corrected, it is be re-verified. This re-
verification is recorded on the RFA.
When nonconforming product is
detected after delivery or use has
started, the organization takes
action appropriate to the effects or
potential effects of the non-
conformity.
When the customer reports nonconformity, it is treated as a
Customer Complaint.
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9. PERFORMANCE EVALUATION
9.1. Monitoring, measurement, analysis and evaluation
9.1.1. General
9.1.1.1. The NDA determines the following as part of the performance evaluation:
what needs to be monitored and measured;
the methods for monitoring, measurement, analysis and evaluation needed to
ensure valid results;
when monitoring and measuring shall be performed;
when the results from monitoring and measurement shall be analyzed and
evaluated.
9.1.1.2. The NDA plans and implements monitoring, measurement, analysis and
improvement processes needed;
to demonstrate conformity to product requirements sustainability of
conformance with requirements and QMS;
to ensure conformity to the QMS; and
to continually improve the effectiveness of the QMS.
9.1.1.3. The NDA identifies specific and customized tools to be used in monitoring and
evaluation of processes that will determine achievement of planned results. If these
are not achieved, the management initiates corrective action request to address the
problem. The process for requesting and implementing corrective action is defined
in NDA-QP-03.
9.1.1.4. The tools utilized in monitoring and measuring performance may include, but not
limited to:
Operational/Strategic Plan;
Annual Procurement Plan (APP);
Budget Execution Document (BED);
Budget Accountability Report (BAR);
Performance Evaluation Scorecard (PES);
Office Performance Commitment and Review (OPCR) and Individual Performance
Commitment Review (IPCR).
9.1.1.5. Monitoring, measurement, analysis and evaluation are carried-out using the
abovementioned documents. Likewise, the management conducts mid-year and
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year-end performance review and evaluation to ensure that targets are
accomplished.
9.1.1.6. The above listed processes are identified in documented procedures and include
determination of applicable methods, and the extent of their use.
9.1.2. Customer Satisfaction
9.1.2.1. As one of the performance measurement of the QMS, NDA monitors information
related to customer perception on whether the agency meets customer
requirements.
9.1.2.2. As a mechanism to monitor the ability of product/service outcomes to meet
customer requirements and expectation at specific stage of the project, periodic
gathering of customer feedback and perception are conducted through any of the
following approaches:
Determining customer satisfaction via Customer Feedback Form and
Training/Activity Evaluation.
Customer satisfaction information is reported to, and evaluated through the
management review as defined in NDA-QP-05, Management Review.
9.1.3. Analysis and Evaluation
The NDA performs necessary analysis and evaluates appropriate data and information
initiated from monitoring and measurement and uses the results to evaluate conformity of
services, customer satisfaction, the performance and effectiveness of the QMS, the
performance of external providers, effectiveness of actions taken to address risks and
opportunities and the need for improvement of the QMS. Analysis and evaluation is also done
during mid-year and year-end performance review wherein accomplishment are assessed vis-
à-vis targets to ensure that Quality Objectives are met.
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9.2. Internal Quality Audit
This procedure has been established to define the system used by NDA for conducting internal
audits to determine conformance to QMS requirements. (Refer to NDA-QP-04, Internal Quality
Audit for procedure details).
ISO 9001:2015 Requirement QMS Method of Addressing
Is effectively implemented and
maintained
The QMR/Deputy QMR and IQA Team are responsible for
implementing and maintaining the Internal Audit Program of
the NDA.
The on-going effectiveness of this program is reviewed as part
of NDA's Annual Management Review.
An audit program is planned,
taking into consideration the
status and importance of the
processes and areas to be
audited, as well as the results of
previous audits.
Audits are performed in accordance with an audit schedule
developed and maintained by the QMR/Deputy QMR and the
IQA Team Leader.
Audits are prioritized based on the status and importance of
the processes and areas to be audited and shall take into
consideration previous audit results and any identified trends
relating to product or process non-conformances.
The audit criteria, scope,
frequency and methods are
defined.
Audit criteria and scope are based on the processes and areas
to be audited.
As a minimum, each element of the QMS is audited on an
annual basis.
Audit methods may include, but are not limited to, the review
of program/process documentation, observation of work "in-
process" and interviews with the area personnel.
Selection of auditors and
conduct of audits ensure
objectivity and impartiality of
the audit process.
Either third-party or NDA personnel (internal auditors) that
meet the qualification requirements defined by the top
management conducts internal audits.
Where internal personnel are used, the QMR ensures that
auditors do not audit their own work.
The responsibilities and
requirements for planning and
conducting audits, and for
reporting results and
maintaining records are
defined.
The QMR/Deputy QMR and IQA Team Leader are responsible
for the scheduling and planning of all internal audits.
Results of internal audits, and any resulting corrective actions,
shall be recorded and maintained as part of a formal Audit
Summary Report.
Copies of the internal audit report shall be distributed to the
affected Division Chief, Department Manager, Deputy
Administrator and the Administrator.
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The original audit report and any additional audit records,
shall be maintained on file by the IQA Team Leader in
accordance with NDA-QP-01.
The management responsible
for the area being audited
ensures that actions are taken
without undue delay to
eliminate detected non-
conformities and their causes.
It is the responsibility of the Division Chief to respond to any
findings identified within five (5) days.
This response includes either corrective actions taken, or a
corrective action plan and implementation timeline.
The QMR/Deputy QMR considers the adequacy of the response
and request additional action if necessary.
Any corrective actions taken or proposed will be reviewed by
the QMR to determine if subsequent changes are required to
existing QMS documentation.
Follow-up activities include the
verification of the actions taken
and the reporting of verification
results.
Upon notification that the necessary corrective actions has
been completed, the QMR/Deputy QMR verifies any corrective
actions taken and review its implementation for effectiveness
in addressing NCs in accordance to NDA-QP-03.
Verification of corrective actions taken shall be documented as
part of the audit record.
At the Management Representative's discretion, a follow-up
audit may be required.
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9.3. Management Review
9.3.1. General
9.3.1.1. Top management reviews the QMS at management review meetings scheduled at least
once a year. This review assesses the continuing QMS suitability, adequacy and
effectiveness, identifying opportunities for improvement and needed changes to be
implemented including the quality policy and quality objectives. Records are
maintained for each management review meeting.
9.3.2. Management Review Inputs
9.3.2.1. Inputs into the management reviews consist of information related to quality
performance of NDA. Inputs include but not limited to:
Follow-up actions on agreement from earlier management reviews;
Changes in external and internal issues that are relevant to the quality management
system;
Information on the performance and effectiveness of the quality management
system:
o process performance and nonconformity reports;
o nonconformities and corrective actions;
o customer feedback and complaints;
o monitoring and measurement results;
o IQA results;
o status of quality objectives;
o performance of external providers;
o changes that could affect QMS; and
o recommendations for improvement
9.3.3. Management Review Outputs
9.3.3.1. During management review meetings, management identifies the appropriate actions
to be taken on the following issues:
improvement of the effectiveness of the QMS and its processes;
any need for changes to the quality management system; and
identification of resource needs
9.3.3.2. Responsibility for required actions is assigned to members of the management
review team. Any decisions made during the meeting including action lines and
target dates of accomplishment, assigned actions, and their due dates are recorded
in the minutes of the management review.
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10. IMPROVEMENT
10.1. Continual Improvement
10.1.1. The NDA continually improves the effectiveness of the QMS through the use of the quality
policy, quality objectives, audit results, customer survey results, customer complaint
forms, analysis of data, corrective and preventive actions and management review.
10.1.2. The NDA’s commitment for continual improvement helps the agency to improve further
its services, as well as address future needs and expectations; correcting, preventing or
reducing undesired effects; and improving performance and effectiveness of the quality
management system.
10.2. Nonconformity and Corrective Action
This procedures has been established by NDA to define the system used for the analysis of
nonconformity, and for the initiation, implementation and verification of any subsequent corrective
actions (refer to NDA-QP-03, Corrective Action for procedure details).
ISO 9001:2015 Requirement QMS Method of Addressing
React to the nonconformity and, as
applicable:
take action to control and
correct it
deal with consequences
RFA is used when raising Opportunities for Improvement
(OFI) and Nonconformity (NC), where:
OFI
all employees can initiate RFA when nonconformity is
identified during day-to-day operations
NC
only internal auditors can initiate RFA during the
conduct of internal audit
Copy of the RFA is forwarded to the Division Chief for
disposition.
Reviewing nonconformities
(including customer complaints)
The QMR/Deputy QMR reviews Nonconformity reports to
determine if a need for formal corrective action exists. Such
corrective action is documented using the same RFA. Once a
corrective action has been documented it is assigned to the
Division Chief for the affected process for resolution.
Determining the causes of
nonconformities.
A root cause analysis is required for all issues needing
corrective actions. This action should address and be
appropriate in eliminating or mitigating the root cause.
DEPARTMENT OF AGRICULTURE
NATIONAL DAIRY AUTHORITY Document Code NDA-QM
Revision No. 1
QUALITY MANUAL
Effectivity October 2017
Page 35
DOCUMENT CONTROL
Original Copy
This document is a sole property of the DA-NDA. Unauthorized reproduction in part or in whole renders the copy unofficial. Any external disclosure is prohibited without written approval of the Management Representative. Document Control Procedures applies.
Evaluating the need for action to
ensure that nonconformities do not
recur.
Action to prevent recurrence is required for all issues needing
corrective actions. This action should address and be
appropriate in eliminating or mitigating the root cause.
Determining and implementing
action needed.
After determining the actions needed, the Division Chief
monitors the implementation to ensure that the desired
results are achieved.
Records of the results of action
taken.
Results of root cause analysis and action to prevent recurrence
taken is documented in the RFA.
Other supporting documentation may include:
Audit Summary Reports
Management Reviews
Records of Customer Complaints
Internal Memos
Reviewing Corrective Actions
Taken
The QMR/Deputy QMR reviews each completed RFA to
determine if root cause analysis and action plan to prevent
recurrence are adequate. The QMR/Deputy QMR will then
verify that the action to prevent recurrence was effectively
implemented, and if so, will then sign the RFA as "closed".
Inadequate RFA responses will be returned to the responsible
party for further information. RFA records will be made
available as a source of information for NDA's Annual
Management Review.
Update risks and opportunities
The management updates the Risk Assessment Matrix to
address both risk and opportunities which establishes the
basis for Risk-based Thinking as essential for achieving
effective quality management system,
Make changes to the quality
management system
If necessary, the management make changes to the quality
management system for continual improvement.