ISO-QMS

Orientation:
Understanding and Implementing
the DPWH Quality Management
System (QMS)
Session Outline
I. What is ISO?
II. What is ISO 9001?
III.What is Quality Management System?
IV. Why do we need to be ISO certified?
V. What is the DPWH Quality Management
System?
VI. How can we contribute in our District’s
Quality Journey?
Session Objectives
By the end of the session, the participants
should be able to:
1. Understand and explain in their own terms
the basic concepts and principles related to
ISO 9001 – Quality Management System;
2. Familiarize themselves with the DPWH
Quality Management System; and
3. Express their commitment in the
Department’s Quality Journey.
 What is ISO?
International Organization for
Standardization
It is a worldwide federation of National Standard
Bodies from some 176 countries, one from each
country.
It was created in February 1947 in Geneva,
Switzerland
GREEK WORD ISOS=EQUAL

PHILIPPINES – PHILIPPINE ACCREDITATION OFFICE

Popular ISO Standards
 ISO 9001
Quality Management System
 ISO 14001
Environmental Management System
 ISO 22000
Food Safety & Management System
 ISO 27000
Information Security Management System
 ISO 31000
Risk Management System
 ISO 26000
Social Responsibility
 What is ISO 9001?
• ISO 9001 is the code assigned to QUALITY
MANAGEMENT SYSTEM
• These are a set of standards that should
be fulfilled/ satisfied by an organization to
become ISO Certified.
Version of the standard
Code assigned to QMS

ISO 9001:2008
What is ISO 9001?
• ISO 9001 is not a product/ service
quality label;
• ISO does not assess or audit quality
systems to confirm that they
conform to an ISO 9001 standard;
• ISO does not issue ISO 9001
certificates;
• ISO does not approve ISO 9001
certificates; and
• Certificates are issued by
certification bodies, independent of
ISO.
What is Quality Management
System?
A set of interrelated or interacting elements
that allows the organization to establish its
policy and objectives related to quality, and to
achieve those objectives.
What is Quality?
• Those product/service
features that meet the
needs and requirements of
the customer
• Freedom from deficiencies
and defects
• Conformance to standards
Common Problems in the
Government
Typical Solutions
 Elements and Structure of
Management Systems
Policy

Management
Review
Plan Planning

Act Do

Implementation
Checking &
Corrective Actions
Check & Operation
 Process-based Model
Continual Improvement of
the Quality Management System

Management
Responsibility
Citizen/
Customer
Citizen/
Customer Resource
Measurement,
Analysis and Satisfaction
Management
Improvement

Inputs Outputs

Service
Requirements Service
Realization
 The 8 Quality Management
Principles
The Eight (8) Quality Management Principles (QMP)
are developed based on the collective experience of
management experts from different countries all
over the world that represent the ISO Technical
Committee 176.

According to them, these are the principles necessary

in order for the organization to operate an effective
and efficient quality management system.
The Eight QMP …

The reasons behind the requirements of ISO

9001:2008 standard

It guides the organization as to “WHY” .

The ISO 9001:2008 standard

Guides the organization on “WHAT” to do

But does not tell the organization “HOW” it

implements QMS.
THE 8 QUALITY MANAGEMENT PRINCIPLES:

1. CLIENT-FOCUS
2. LEADERSHIP
3. I NVOLVEMENT OF PEOPLE
4. PROCESS APPROACH
5. SYSTEM APPROACH
6. CONTINUAL IMPROVEMENT
7. FACTUAL APPROACH TO DECISION MAKING
8. MUTUALLY BENEFICIAL SUPPLIER RELATIONSHIP
 QMS Principles
Understand and meet client
1. Customer focus (internal and external) requirements and
exceed expectations
• Customer Satisfaction Survey
• Analysis and actions implemented on customer feedback
• Public Assistance Office (PAO)
• Consultative meetings
• Training and program post-implementation client evaluation

2. Leadership Establish unity of purpose & direction

• Approved Quality Policy

• Establish a clear vision of the organization’s future and set challenging
goals and targets (Quality Objectives)
• Conduct of Management Review
• Implement strategies in achieving goals and targets (Quality Planning)
• Strategic road map and quality plans
 QMS Principles
3. Involvement of Full involvement enables their
abilities to be used for the
people organization’s benefit

• Job descriptions
• Organizational structure
• Procedures and quality manual
• Cascading sessions
• Control of Nonconformity and Corrective/Preventive
Actions
• Balance scorecards at all levels
 QMS Principles
4. Process approach Resources and activities are
managed as a process

• Business process maps

• Quality core procedures
• Control for outsourced processes
• All processes are monitored and analyzed

Identifying, understanding and

5. Systems approach to managing a system of
management interrelated processes
• Updated quality manual
• Quality policy regularly reviewed
• Quality plans established and monitored
 QMS Principles
6. Continual improvement A permanent objective of
the organization

• Internal quality audit

• Corrective and preventive actions
• Management reviews
• Root cause analysis
• Brainstorming

7. Factual approach to Decisions based on analysis of

decision making data and information

• Customer feedback data and analysis

• Process performance measurement
 QMS Principles
An organization & its suppliers are
8. Mutually beneficial interdependent. It enhances ability
supplier relationships of both to create value

• Purchase requirements/ specifications

• Criteria for supplier selection
• Per RA 9184 Guidelines
• Supplier evaluation
• Monitoring supplier performance
 Mandatory Documented
Procedures
• Control of Documents
• Control of Records
• Internal Audit
• Control of Non-conforming
products/services
• Corrective Action
• Preventive Action
Typical QMS Documentation
Structure
Approach Quality
Manual

Why, What, Who,

When & Where Procedures

How, Who, What, Operational

When & Where Instructions

Objective
Evidence Records
Why do we need to be
ISO Certified?

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 Philippines’
Competitiveness Ranking
Singapore

Malaysia

Thailand

Source: IMD World Competitiveness Yearbook 2014

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 Philippines’
Competitiveness Ranking

The Philippines 2014 Competitiveness Ranking

Up by 35 Notches from 2009
Source: World Economic Forum

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 QMS in the Government
• To promote integrity, accountability, proper
management of public affairs and public property as
well as to establish effective practices aimed at the
prevention of graft and corruption in government
(ARTA of 2007)
• To contribute in meeting the new administration’s 16-point
agenda especially on improving service quality for Filipino
citizens and creating conditions conducive to the growth and
competitiveness of business organizations

Compelling
Reason
 QMS in DPWH
• DPWH is a service-oriented agency that
focuses on the provision of quality
infrastructure to all Filipinos.
• Commitment of the DPWH Secretary in
establishing the DPWH Quality
Management System for better service
delivery
The DPWH Response

Institutionalize
QUALITY
MANAGEMENT
SYSTEM
Significant Benefits from QMS
• Clean and more organized work areas
• Improved records filing system
• Improved awareness on roles and
responsibilities
• More defined and systematic processes and
procedures
• Brought prestige to the office
• People are now working with pride
DPWH Quality Journey
DPWH Quality Journey
ISO QMS
Launching,
Aug-Sep
2012
DPWH Quality Journey
ISO QMS
Certification,
April 14, 2015
DPWH Quality Journey
DPWH Quality Journey
DPWH Quality Journey
DPWH Quality Journey
DPWH Quality Journey
ISO QMS
Certification,
June 23, 2016
DPWH Quality Journey
The DPWH Quality Management
System
The DPWH Quality Management
System
 Quality Management
Representative
• Oversees the establishment, documentation, and
effective implementation of the QMS;
• Acts as liaison with external parties on matters
relating to QMS;
• Ensures that procedures for IQA, Management
Review, Corrective, and Preventive Actions are
established and implemented
• Reports QMS performance to Top Management for
review and continual improvement

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 Deputy QMR
• Assists the QMR in performing assigned
duties and responsibilities
• Assumes responsibility of the QMR in
his/her absence

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 Document and Record
Control Team
• Consolidates all the documentation requirements using DPWH
format for Quality Manual, Procedures and Work Instructions;
• Maintains master copies and masterlist of the QMS documents, as
well as, the masterlist of externally generated documents and
references;
• Issues and controls distribution of the Quality Manual and
Procedures and Work Instructions;
• Coordinates enhancement of the Records Management Manual;
• Ensures that the DPWH document and records control procedures
conform to ISO 9001:2008; and,
• Closely coordinates with bureau/office heads on all matters
concerning document and record control.

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 Internal Quality Audit
• Coordinates, facilitates the establishment, and
conducts and monitors the implementation of
the DPWH’s Audit Program
• Identifies the necessary resources for
managing the DPWH’s Audit Program
• Provides criteria for the selection of QMS
auditors
• Coordinates and provides inputs to the
selection and training of QMS Auditors

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 Training and Education
• Plans and coordinates awareness-building
sessions on the concepts, principles, and
requirements of ISO 9001:2008 and other
relevant approaches (i.e., 5S and WIT) in
order to promote understanding, active
participation, commitment, and
cooperation toward the establishment and
sustainability of the DPWH QMS

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 Workplace Organization
• Ensures that the work environment
needed to achieve conformity to the
product requirements are managed
• Ensures consistent implementation of 5S
Good Housekeeping
• Monitors and assesses workplace
cleanliness, and safety

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 Secretariat
• Provides administrative and technical support
to successfully implement the project from
systems development up to 3rd party
certification;
• Facilitates the delivery of specific outputs of
the project; and,
• Plans and coordinates effective deployment
and efficient use of human, financial, and
other physical resources of the project

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The DPWH ISO 9001:2008
Certified QMS

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Quality Objectives

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 QMS Manual
Section 1. Organizational Profile Section 5. Core Operational Processes
1.1 Profile 5.1 Planning of Product Realization
1.2 Functions 5.2 Customer Related Processes
1.3 Bureaus 5.3 Surveys and Design Development
1.4 Services 5.4 Production and Service Provision
1.5 Unified PMOs 5.5 Control of Nonconforming Products
1.6 Regional Offices Section 6. Support Processes
1.7 District Engineering Offices 6.1 Procurement Management
Section 2. Quality Management System 6.2 Human Resources Management
2.1 Description of QMS 6.3 Financial Management
2.2 Process Model 6.4 Physical Resource Management
Section 3. Leadership 6.5 Information Management
3.1 Management Commitment 6.6 Legal Services
3.2 Quality Policy 6.7 Documentation Management
3.3 Responsibility, Authority and Section 7. Performance Evaluation
Communication 7.1 General
Section 4. Planning 7.2 Monitoring and Measurement
4.1 Strategic Planning 7.3 Analysis of Data
4.2 Objectives and Targets 7.4 Management Review
4.3 QMS Planning Section 8. Continual Improvement
8.1 General
8.2 Corrective Action
8.3 Preventive Action
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 Everyone’s Role

• Understand and internalize the quality

policy and balance scorecard
• Implement documented procedures,
guidelines and other operating procedures
• Help make improvements to the processes
• Ensure to keep records

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Elements of Success
• Top management commitment

• Core team commitment

• Organization-wide employee
participation, cooperation, and support

• Proper time management

• Close coordination

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