Compiled SP

DILG CENTRAL LUZON Document Code

REGIONAL INTERNAL QUALITY FM-SP-R03-04-02
AUDIT PLAN
Rev. No. Eff. Date Page
00 10.16.17 1 of 2

I. SCOPE:
II. OBJECTIVES:
III. AUDIT SCHEDULE:
IV. REFERENCE STANDARD:

V. AUDIT PROCESS/ACTIVITY, AUDITOR, AUDITEE AND ISO CLAUSES/LEGAL REQUIREMENTS:

Composition of Audit Teams:

Team Leader:
Team Members:

Audit Schedules:

Date Activity/Procedure/Area AUDITOR AUDITEE ISO Clauses/
/Time Legal

Day 1 Requirements

Day 2

Day 3

Day 4

Day 5

REGIONAL INTERNAL QUALITY AUDIT PLAN
REGIONAL CENTRAL LUZON

DILG CENTRAL LUZON Document Code

REGIONAL INTERNAL QUALITY FM-SP-R03-04-02
AUDIT PLAN
Rev. No. Eff. Date Page
00 10.16.17 2 of 2

DATE ACTIVITY AUDIT TEAM PARTICIPANTS
Day 6

End of Audit
Internal Quality Audit Report
Writing

Prepared by Reviewed/Approved by

ATTY. PILIPINAS D. BACLAYEN ARACELI A. SAN JOSE, CESO V SARA JANE M. CEREZO
Central Office IQA Head
DILG-R03 Regional Internal DILG-R03 Regional Quality

Quality Audit Head Management Representative

Prepared by Reviewed/Approved by

ATTY. PILIPINAS D. BACLAYEN ARACELI A. SAN JOSE, CESO V JULIE J. DAQUIOAG, Ph.D., CESO IV

DILG-R03 Regional Internal DILG-R03 Regional Quality DILG-R03 Top Management

Quality Audit Head Management Representative

REGIONAL INTERNAL QUALITY AUDIT PLAN
REGIONAL CENTRAL LUZON

DILG CENTRAL LUZON Document Code

REGIONAL INTERNAL QUALITY AUDIT CHECKLIST FM-SP-R03-04-03

Rev. No. Eff. Date Page

00 10.16.17 1 of 1

Office: Audit Particulars Auditor: AUDIT NOTES/REMARKS
Process Name: Date of Audit:
Evidence of Compliance
ISO 9001:2015 Documentation Implementation
Clause

Prepared By Approved By

IQ Auditor IQ Audit Team Leader

Prepared By Reviewed By Approved By

ATTY. PILIPINAS D. BACLAYEN ARACELI A. SAN JOSE, CESO V JULIE J. DAQUIOAG, Ph.D., CESO IV
DILG-R03 Top Management
DILG-R03 Regional Internal DILG-R03 Regional Quality
Quality Audit Head Management Representative

REGIONAL INTERNAL QUALITY AUDIT CHECKLIST
DILG REGIONAL OFFICE III

DILG CENTRAL LUZON Document Code

ATTENDANCE SHEET FM-SP-R03-04-04

Rev. No. Eff. Date Page
00 10.16.17 1 of 1

TITLE OF ACTIVITY

DATE OF ACTIVITY

NAME OFFICE POSITION SIGNATURE

Prepared By Reviewed By Approved By

ATTY. PILIPINAS D. BACLAYEN ARACELI A. SAN JOSE, CESO V JULIE J. DAQUIOAG, Ph.D., CESO IV

DILG-R03 Regional Internal DILG-R03 Regional Quality DILG-R03 Top Management

Quality Audit Head Management Representative

ATTENDANCE SHEET
DILG CENTRAL LUZON

DILG CENTRAL LUZON Document Code

REGIONAL INITIAL AUDIT REPORT FM-SP-R03-04-05

Rev. No. Eff. Date Page
00 10.16.17 1 of 1

Office: Date of Audit:
Audit Summary

CONFORMITIES: (Describe briefly the general positive impressions about the processes audited)

•
•
NONCONFORMITIES: (Describe briefly the observed lapses/deviation or nonconformity, if any)

•
•
OPPORTUNITIES FOR IMPROVEMENT:

•
•
VERIFICATION AND STATUS OF PREVIOUS NONCONFORMITIES OR OFIR:

•
•
Note: Please refer to the CARs or OFIRs for the specific finding

AUDIT TEAM SIGNATURE
Audit Team Leader:
Audit Team Member/s:

Prepared By Reviewed By Approved By

ATTY. PILIPINAS D. BACLAYEN ARACELI A. SAN JOSE, CESO V JULIE J. DAQUIOAG, Ph.D., CESO IV

DILG-R03 Regional Internal DILG-R03 Regional Quality DILG-R03 Top Management

Quality Audit Head Management Representative

REGIONAL INITIAL AUDIT REPORT
DILG REGIONAL OFFICE III

DILG CENTRAL LUZON Document Code

CORRECTIVE ACTION REPORT FM-SP-R03-04-06
MONITORING MATRIX
Rev. No. Eff. Date Page
00 10.16.17 1 of 1

CAR Control Date Process DATE Status of CA Plan Remarks
Number Issued Owners Implementation Effectiveness
CA Plan Committed
Accepted Completion Closed
(C)/Open (O)

CA Plan CA Plan 12 3
Received Implementati

on Verified

Prepared By Reviewed By Approved By

ATTY. PILIPINAS D. BACLAYEN ARACELI A. SAN JOSE, CESO V JULIE J. DAQUIOAG, Ph.D., CESO IV

DILG-R03 Regional Internal DILG-R03 Regional Quality DILG-R03 Top Management
Quality Audit Head Management Representative

CORRECTIVE ACTION REPORT MONITORING MATRIX
DILG CENTRAL LUZON

DILG CENTRAL LUZON Document Code

OPPORTUNITIES FOR IMPROVEMENT FM-SP-R03-04-07
REPORT (OFIR) MONITORING MATRIX
Rev. No. Eff. Date Page
00 10.16.17 1 of 1

OFIR Control Date Process Action Action DATE Action Plan Status of Remarks
Number Issued Owner Plan Plan Implementation Implementation
Received Accepted Committed
Completion Verified

Prepared By Reviewed By Approved By

ATTY. PILIPINAS D. BACLAYEN ARACELI A. SAN JOSE, CESO V JULIE J. DAQUIOAG, Ph.D., CESO IV
DILG-R03 Top Management
DILG-R03 Regional Internal DILG-R03 Regional Quality
Quality Audit Head Management Representative

OPPORTUNITIES FOR IMPROVEMENT (OFIR) MONITORING MATRIX
DILG REGIONAL OFFICE III

DILG CENTRAL LUZON Document Code

OPPORTUNITIES FOR FM-SP-R03-04-08
IMPROVEMENT REPORT
Rev. No. Eff. Date Page
00 10.16.17 1 of 2

OFIR NO: (YYYY-XX) DATE OF ISSUANCE:
OFFICE/DIVISION/SECTION: PROCEDURE TITLE:

QP CODE:

A. STATEMENT OF RAISING THE BAR OF QUALITY:

ISSUED BY: REVIEWED BY: ACCEPTED BY:

Signature over Printed Name of Signature over Printed Name of Signature over Printed Name of
concerned Division/Field Office
IQ Auditor RIQA Team Leader
Head/QMR

B. ACTION PLAN:

ACTIVITY RESPONSIBLE TIMELINE
PERSON START END

Prepared by: Noted by: Accepted by:

/______ /______ /_______
Signature over Printed Name of
concerned Division/Field Office Signature over Printed Name of Signature over Printed Name of
Head/QMR / Date
Regional QMR / Date RIQA Team Leader / Date

C. VERIFICATION OF ACTION PLAN IMPLEMENTATION: (at least 1 month after full implementation).

OPPORTUNITIES FOR IMPROVEMENT REPORT
DILG CENTRAL LUZON

DILG CENTRAL LUZON Document Code

OPPORTUNITIES FOR FM-SP-R03-04-08
IMPROVEMENT REPORT
Rev. No. Eff. Date Page
00 10.16.17 2 of 2

ACTIVITY STATUS AND REMARKS / Verified by / Date

Verified by: Approved by:

/ /
Signature over Printed Name of Internal Quality Signature over Printed Name of RIQA Team
Auditor /Date Leader / Date

Prepared By Reviewed By Approved By

ATTY. PILIPINAS D. BACLAYEN ARACELI A. SAN JOSE, CESO V JULIE J. DAQUIOAG, Ph.D., CESO IV

DILG-R03 Regional Internal DILG-R03 Regional Quality DILG-R03 Top Management
Quality Audit Head Management Representative

OPPORTUNITIES FOR IMPROVEMENT REPORT
DILG CENTRAL LUZON

DILG CENTRAL LUZON Document Code

REGIONAL INTERNAL QUALITY FM-SP-R03-04-09
AUDIT REPORT
Rev. No. Eff. Date Page
00 10.16.17 1 of 1

Regional Office: Date of Audit:
EXECUTIVE SUMMARY

KEY FINDINGS

CONFORMITIES: (Describe briefly the general positive impressions about the processes audited)

•
•
NONCONFORMITIES: (Describe briefly the observed lapses/deviation or nonconformity, if any)

•
•
OPPORTUNITIES FOR IMPROVEMENT:

•
•
VERIFICATION AND STATUS OF PREVIOUS NONCONFORMITIES OR OFIR:

•
•
Note: Please refer to the CARs or OFIRs for the specific finding

ANNEXES:
- CORRECTIVE ACTION REPORT (CAR)
- OPPORTUNITIE FOR IMPROVEMENT REPORT (OFIR)
- CAR/OFIR MONITORING MATRIX

AUDIT TEAM SIGNATURE
Audit Team Leader:
Audit Team Member/s:

Prepared By Reviewed By Approved By

ATTY. PILIPINAS D. BACLAYEN ARACELI A. SAN JOSE, CESO V JULIE J. DAQUIOAG, Ph.D., CESO IV

DILG-R03 Regional Internal DILG-R03 Regional Quality DILG-R03 Top Management
Quality Audit Head Management Representative

REGIONAL INTERNAL QUALITY AUDIT REPORT
DILG CENTRAL LUZON



DILG CENTRAL LUZON Document Code

SYSTEM SP-R03-05
PROCEDURE
Rev. No. Eff. Date Page
00 10.16.17 1 of 3

PROCEDURE TITLE SERVICES COMPLAINTS HANDLING

SCOPE This process covers the activities from the receipt of the complaint up to the
PURPOSE initiation of the corrective action.

To define the process for the effective handling, response and resolution of
complaints related to DILG-Regional Office III’s services.

PROCESS DECSRIPTION:

INPUT PROCESS OUTPUT

Complaint SERVICES COMPLAINTS Resolved Client
HANDLING Complaint
Client Nonconformity
Corrective Action and Corrective
Action Procedure

DESCRIPTIVE STATEMENT:
The Process is triggered by receiving complaint from the Client. The Action Officer then record the
complaint in the Client Complaint Log Sheet and forward to the concerned Division Chief/ Head of Office
for review and instruction. The assigned Action Officer will validates and assesses the complaint,
completes the details of the complaint in the Client Complaint Form, and submits a copy of the signed CCF
to the QMS Secretariat for the issuance of Corrective Action Report (CAR) in accordance with the
Nonconformity and Corrective Action Procedure. The Action Officer will then implement the corrective
action.

Step Responsible PROCESS/ Details References
No. Personnel ACTIVITY
• Receive Client’s Complaint • Complaint with
1 Action Officer • Receive Client’s in the form of letter, e- supporting
Complaints mail, phone call, CSS result, documents, if any
or verbally-expressed
complaints. • Client Complaint
Form (CCF)
• Log the complaint in the
Client Complaint Form.

• Forward complaint to the
concerned Division
Chief/Head of Office.

2 Division • Review the • Review the nature of • Complaint with

Chief/Head of nature of complaint and assign to supporting

Office complaint and concerned Action Officer documents, if any

assign to Action to validate and/or prepare

Officer. response and comply with • Client Complaint

any other special Form (CCF)

instruction.

3 Action Officer; • Validate and • Describe clearly the • Complaint with

Division

THIS DOCUMENT IS CONTROLLED AND NOT TO BE REPRODUCED WITHOUT AUTHORIZATION

DILG CENTRAL LUZON Document Code

SYSTEM SP-R03-05
PROCEDURE
Rev. No. Eff. Date Page
00 10.16.17 2 of 3

Step Responsible PROCESS/ Details References
No. Personnel ACTIVITY

Chief/OIC/Unit assess the complaint. supporting
Head; complaint documents, if any
Division/Head • Issue Control number
of Office (YYYY-QPCode-series) and • Client Complaint
Log in the Complaints Form (CCF)
Logbook.
• Letter-reply
• Validate the complaint.

• If complaint is valid,
proceed to step 4; else,
prepare and send letter-
reply to complainant duly
noted by the Division
Chief/OIC/Unit Head and
approved by the
Division/Head of Office

4 Action Officer • Submit CCF to • Submit a set of • Photocopies of
the QMS photocopied CCF together CCF with
Secretariat with the complaint and Complaint and
supporting documents, if supporting
any, to the QMS Secretariat documents, if any
not later than one (1)
week after the complaint • CAR
validation, for the issuance
of Corrective Action • Nonconformity
Report (CAR) by the QMS and Corrective
Secretariat in accordance Action Procedure
with the Nonconformity
and Corrective Action
Procedure.

5 Action Officer • Implement • Determine and implement • Client Complaint
remedial remedial actions to Form
(correction) address the complaint.
action/s

• Prepare and send letter-
reply to complainant duly
noted by the Division
Chief/OIC/Unit Head and
approved by the
Division/Head of Office to
inform the client of the
action/s taken.

6 Action Officer • Implement • Conduct root cause • CAR

THIS DOCUMENT IS CONTROLLED AND NOT TO BE REPRODUCED WITHOUT AUTHORIZATION

DILG CENTRAL LUZON Document Code

SYSTEM SP-R03-05
PROCEDURE
Rev. No. Eff. Date Page
00 10.16.17 3 of 3

Step Responsible PROCESS/ Details References
No. Personnel ACTIVITY
analysis and proceed to • Nonconformity,
Corrective corrective action in Correction, and
Action accordance with the Corrective Action
Corrective Action
procedure.

7 Designated • Retain Records • Retain records in • Electronic
Custodian accordance with the database and hard
Control of Retained copies of all
Documented Information complaints
Procedure and Master List
of Retained Documented • Control of
Information. Retained
Documented
Information
Procedure

• Master List of
Retained
Documented
Information.

Prepared By Reviewed By Approved By

JEAN HAZEL P. BACANI ARACELI A. SAN JOSE, CESO V JULIE J. DAQUIOAG, Ph.D., CESO IV

DILG-R03 QMS Head DILG-R03 Regional Quality DILG-R03 Top Management
Secretariat Management Representative

THIS DOCUMENT IS CONTROLLED AND NOT TO BE REPRODUCED WITHOUT AUTHORIZATION

DILG CENTRAL LUZON Document Code 

CLIENT COMPLAINT FORM FM‐SP‐R03‐05‐01

Rev. No.  Eff. Date  Page 
00  10.16.17 1 of 1

This section is to be filled‐up by the Receiving Officer:

Received by: ____________________________________ Date Received: ________
(Name and Signature)

Name of Complainant: __________________________________________________________________________

This section is to be filled‐up by the Division Chief or Head of Office:

1. Referred to Division Chief/Head of Office: ________________________________________________________

2. Instruction: Investigate/validate Prepare response Deadline:

________________________

Special instruction:

_____________________________________________________________________________________________

_____________________________________________________________________________________________

This section is to be filled‐up by the concerned Division Chief / Unit head:

3. Assigned Action Officer: __________________________________

This section is to be filled‐up by the assigned Action Officer:

Description of the Complaint: Control No: ___________________

______________________________________________________________________________________________ (YYYY‐QP Code‐Series)

______________________________________________________________________________________________

4. Evidence/s supporting documents submitted, if any: a) __________________________________________
b) ____________________________________________ c) __________________________________________
______________________________________________________________________________________________

5. Initial Investigation Results: (use back‐page if necessary)
______________________________________________________________________________________________
______________________________________________________________________________________________

6. Findings: Complaint is valid not valid. Reason if not valid:

______________________________________________________________________________________________

______________________________________________________________________________________________

_____________________
Signature of Action Officer

7. Date submitted to Secretariat: ___________________ CAR No.: ______________ Date: _________________

Prepared By Reviewed By Approved By

JEAN HAZEL P. BACANI ARACELI A. SAN JOSE, CESO V JULIE J. DAQUIOAG, Ph.D., CESO IV

DILG‐R03 QMS Head DILG‐R03 Regional Quality DILG‐R03 Top Management
Secretariat Management Representative



DILG CENTRAL LUZON Document Code Page
1 of 3
SYSTEM SP-R03-06
PROCEDURE
Rev. No. Eff. Date
00 10.16.17

PROCEDURE CONTROL OF NONCONFORMING OUTPUTS
TITLE This process describes the procedure in identifying and controlling nonconforming
SCOPE output, including the disposition actions and responsibilities.

PURPOSE To ensure prevention of unintended delivery of nonconforming output.

PROCESS DESCRIPTION:

INPUT PROCESS OUTPUT

Client Identified CONTROL OF Disposition / Client
Nonconforming NONCONFORMING Nonconforming
Output record
Output OUTPUT

DESCRIPTIVE STATEMENT:

The Process Owner identify the nonconforming output, determine the appropriate disposition or action, and
submit to DC or Head of Office for review and approval. The disposition is then implemented and verified.
Copy of the signed Nonconforming Output record is submitted to QMS Secretariat for logging and
consolidation.

Step Responsible PROCESS/ACTIVITY Details References
No. Personnel Identify nonconforming
• Identify/detect and • Nonconforming
1 Process owner output record nonconforming Output Form
output such as: (NOF)
Decide appropriate - Typographical
disposition errors
- Other errors
resulting from
processing lapses

2 Process owner • Describe the detected • Nonconforming
nonconforming service. Output Form
(NOF)
• Determine the
appropriate
disposition/recommen
ded action to address
the nonconforming
service such as:
- Replacement
- Rework/Reprocess
- Other appropriate
action

THIS DOCUMENT IS CONTROLLED AND NOT TO BE REPRODUCED WITHOUT AUTHORIZATION.

DILG CENTRAL LUZON Document Code Page
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SYSTEM SP-R03-06
PROCEDURE
Rev. No. Eff. Date
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Step Responsible PROCESS/ACTIVITY Details References
No. Personnel

• Submit to Division
Chief/ Head of Office for
review and approval.

3 Division Review and approve the • If recommended • Nonconforming

Chief/OIC/Hea recommended disposition disposition is found in Output Form

d of Office order, sign the NOF; (NOF)

else, return to Process

Owner for appropriate

action.

4 Process Implement disposition • Process Owner: Record • Nonconforming

Owner, the implementation of Output Form

Division the disposition. (NOF)

Chief/OIC/Hea

d of Office • Division Chief/ Head of

Office: Verify and

ensure that the

resulting service

conforms to specified

requirements.

• If verification shows
that requirements are
not met, advise process
owner to take
appropriate action; else,
sign the NOF.

• Submit copy of the

signed NOF to the QMS

Secretariat.

5 QMS Log the nonconforming • Log the nonconforming • Nonconforming

Secretariat output output in the Output Log

Nonconforming Output Sheet

Log Sheet

6 Designated Retain records • Retain records in • Control of

Custodian accordance with the Retained

Control of Retained Documented

Documented Information

Information Procedure Procedure

and Master List of

Retained Documented • Master List of

Information Retained

Documented

Information

THIS DOCUMENT IS CONTROLLED AND NOT TO BE REPRODUCED WITHOUT AUTHORIZATION.

DILG CENTRAL LUZON Document Code Page
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SYSTEM SP-R03-06
PROCEDURE
Rev. No. Eff. Date
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Definition of Terms:

• Nonconforming Output – is a service or product resulting from QMS processes that does not meet
specified requirements.

• Nonconforming Service Form (NOF) – the specified form used to record the nonconforming output
and the actions taken to rectify it.

Prepared By Reviewed By Approved By

JEAN HAZEL P. BACANI ARACELI A. SAN JOSE, CESO V JULIE J. DAQUIOAG, Ph.D., CESO IV

DILG-R03 QMS Head DILG-R03 Regional Quality DILG-R03 Top Management
Secretariat Management Representative

THIS DOCUMENT IS CONTROLLED AND NOT TO BE REPRODUCED WITHOUT AUTHORIZATION.

DILG CENTRAL LUZON Document Code

NONCONFORMING OUTPUT FM-SP-R03-06-01
FORM
Rev. No. Eff. Date Page

00 10.16.17 1 of 2

Date: __________________

Office: ________________________________________ Division/Unit: __________________

Process/ Service: ________________________________________

1. Type of NC Service
Typographical error
Process lapses
Others: _________________________

2. Description of detected nonconforming product / service:
_________________________________________________________________________
_________________________________________________________________________
_________________________________________________________________________
_________________________________________________________________________

3. Disposition / Recommended action to address the nonconforming service:

Replace Repair/ Rework/Reprocess

Other Action ____________________________________________________________

4. Disposition/ Recommended Action Statement

_________________________________________________________________________
_________________________________________________________________________
_________________________________________________________________________

___________________________ ________________________________
Prepared by: Approved by:
(Name and Signature of Process owner) (Name and Signature of Division
Chief/ Head Office)

5. Status of implementation of disposition / recommended action:

Implemented Date Implemented: _______________________________________
Not Implemented
Reason: ________________________________________
________________________________________
________________________________________

________________________________________________________ Date Verified: _____________
6. Verified by:
(Name and Signature of Division Chief / Head Office)

DILG CENTRAL LUZON Document Code

NONCONFORMING OUTPUT FM-SP-R03-06-01
FORM
Rev. No. Eff. Date Page

00 10.16.17 2 of 2

Prepared By Reviewed By Approved By

JEAN HAZEL P. BACANI ARACELI A. SAN JOSE, CESO V JULIE J. DAQUIOAG, Ph.D., CESO V

DILG-R03 QMS Head DILG-R03 Regional Quality DILG-R03 Top Management
Secretariat Management Representative

DILG CENTRAL LUZON Document Code

NONCONFORMING OUTPUTS LOG SHEET FM‐SP‐R03‐06‐02

Office: _____________________________________ Rev No. Eff. Date Page
00 10.16.17 1 of 1

No. Process Type of Description of Disposition / Reason for Non‐ Remarks, if any
Nonconforming Nonconforming Recommended Date Implemented implementation

Output Output Action

Prepared By Reviewed By Approved By
JULIE J. DAQUIOAG, Ph.D., CESO IV
JEAN HAZEL P. BACANI ARACELI A. SAN JOSE, CESO V
DILG‐R03 QMS Head Secretariat DILG‐R03 Regional Quality Management DILG‐R03 Top Management

Representative



DILG CENTRAL LUZON Document Code Page
1 of 4
SYSTEM SP-R03-07
PROCEDURE
Rev. No. Eff. Date
00 10.16.17

PROCEDURE PROCESS PERFORMANCE MONITORING AND MEASUREMENT
TITLE

This procedure covers the activities from the monitoring of relevant process parameters

SCOPE to summarizing monthly results and initiating needed corrections and corrective actions

for unmet objectives, where applicable.

PURPOSE To define the process for the periodic monitoring, measurement and reporting of process
performance against specified quality objectives or planned results of each process.

PROCESS DECSRIPTION:

PROCESS Process PROCESS PERFORMANCE Process TOP
OWNER Implementation MONITORING AND Performance MANAGEMENT
MEASUREMENT
Records Reports

CORRECTION AND
CORRECTIVE ACTION

DESCRIPTIVE STATEMENT:

The process owner implements the process, records the progress of the transaction and submits process
performance reports to the QMS Secretariat who validates and consolidates the reports, prepares/issues
Corrective Action Report duly signed by the QMR for unmet targets, and submits report of the overall QMS
performance, signed by the Deputy QMR to the Top Management through the QMR.

Ste Responsible PROCESS/ Details References
p Personnel ACTIVITY
No. • Quality
Procedure
1 Process Implement the • Implement the process as per documented (QP) of the
process
Owner Process procedures.
• Respective
2 Process Record • Record the actual progress of transaction, or monitoring
Owner progress of actual data of process implementation to tool per
transaction or monitor the process performance based on process
the committed quality objectives in the
process respective process performance monitoring
implementatio tool, if any.

n

• For voluminous transactions, summarize
the process performance data in the
Process Summary Log Sheet (PSL) to get the
consolidated results for the period being
reported, duly noted by the concerned
Deputy QMR.

THIS DOCUMENT IS CONTROLLED AND NOT TO BE REPRODUCED WITHOUT AUTHORIZATION

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SYSTEM SP-R03-07
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Rev. No. Eff. Date
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Ste Responsible PROCESS/ Details References
p Personnel ACTIVITY
No.
Report the
3 Process process • Report the process performance results for • Process
the period using the Quality Monitoring and Quality
Owner performance Evaluation (QME) form, print and submit Monitoring
results for review by the concerned Division and
Chief/OIC and noted by the Bureau/Service Evaluation
Director or OIC. (QME).

• Submit the PSL and QME Report to the QMS
Secretariat on or before the 5th working day
of the ensuing month of the current period.

4 QMS Validate and • Communicate within the • Minutes of the
Secretariat Consolidate Bureau/Service/Division/Office the process Meeting/
QME Report performance results. Memo/
Bulletin
• Monitor the submission of the PSL and Posting
QME Report. Review results based on
available information submitted. • QME Report
and
• Consolidate QME Results and evaluate Supporting
performance against top management Document/s
objectives.
• QMS-QME
• Prepare Corrective Action Report (CAR) to report, QMS-
concerned Process Owners that did not PSL
meet the quality objectives/planned
results duly signed by the Deputy QMR • CAR
within 2 working days upon receipt of the
QME report.

• Submit QMS-QME report, QMS-PSL, and
QME results to Deputy QMR.

5 Deputy QMR Review and • Review and accept/sign CAR and return to • CAR, if any
sign reports QMS Secretariat, if any.
• QMS QME with
• Sign the QMS-QME and memo transmittal QMS PSL
to the QMR.

• Return to QMS Secretariat.

6 QMS Issue CAR, if • Issue CAR to concerned Office. • CAR, if any
Secretariat any and
• Forward QMS-QME Report with QMS PSL • QMS QME with
forward QMS- to the QMR. QMS PSL
QME Report

THIS DOCUMENT IS CONTROLLED AND NOT TO BE REPRODUCED WITHOUT AUTHORIZATION

DILG CENTRAL LUZON Document Code Page
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SYSTEM SP-R03-07
PROCEDURE
Rev. No. Eff. Date
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Ste Responsible PROCESS/ Details References
p Personnel ACTIVITY • CAR
No. • Plan appropriate corrections/immediate • SP-R03-09
Initiate actions to address the unmet planned
7 Process correction and results.

Owner corrective • Determine the root cause.
action

• Formulate Corrective Action Plan (CAP)
duly noted by the Division Chief/OIC and
approved by the Bureau/Service
Director/OIC with identified person
responsible and specified timelines.

• Submit accomplished CAR to QMS
Secretariat within 10 working days upon
receipt.

8 QMS Review and • QMS Secretariat: Review the proposed • CAR
Secretariat approve the corrections and corrective actions.
Corrective
• If found in order and adequate to address
Action the unmet target, secure approval of the
Deputy QMR; else, return to concerned
Process Owner for appropriate action.

• Deputy QMR: Approve the Corrective
Action Plan and return to QMS Secretariat.

• QMS Secretariat: Provide copy of the
approved CAP to concerned process
owner.

9 Process Implement and • Process Owner: Implement CAP as • CAR

Owner; QMS Monitor planned. Monitor progress against

Secretariat Corrective Corrective Action Plan. If any Corrective

Action Plan Action cannot be/is not implemented,

(CAP) discuss with the Head of Unit/Bureau for

possible additional intervention.

QMS Secretariat:

• Verify implementation and effectiveness of
actions taken after at least 2 months of full
CAP implementation.

• Verification can happen more than once if
the initial (first) verification does not
provide evidence of non-recurrence of the
root cause(s) identified.

• If non-recurrence of the root cause is
THIS DOCUMENT IS CONTROLLED AND NOT TO BE REPRODUCED WITHOUT AUTHORIZATION

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SYSTEM SP-R03-07
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Ste Responsible PROCESS/ Details References
p Personnel ACTIVITY
No. verified, close-out the CAR duly approved
by the Deputy QMR; else, coordinate with
concerned bureau/service/office/division
for continuous CAP implementation
and/or take any further appropriate
action.

• Communicate the results of verification to
concerned bureau/service/division/office.

10 Process Continue • Continue process monitoring on • Process
Owner process succeeding period. Monitoring
monitoring Tool/s (e.g
11 Process and conduct • Analyze data and trends every three (3) Logsheet,
Owner, QMS data analysis consecutive performance reporting Tracker, etc.)
Secretariat periods and submit to the QMS Secretariat
Retain records on the 5th working day of the ensuing • QMS
month. Performance
Analysis
• Retain records in accordance with Control Report
of Retained Documented Information
Procedure and Master List of Retained • Control of
Documented Information Retained
Documented
Information
Procedure

• Master List
of Retained
Documented
Information

Prepared By Reviewed By Approved By

JEAN HAZEL P. BACANI ARACELI A. SAN JOSE, CESO V JULIE J. DAQUIOAG, Ph.D., CESO IV
DILG-R03 Top Management
DILG-R03 QMS Head DILG-R03 Regional Quality
Secretariat Management Representative

THIS DOCUMENT IS CONTROLLED AND NOT TO BE REPRODUCED WITHOUT AUTHORIZATION

DILG CENTRAL LUZON Document Code

PROCESS QUALITY MONITORING AND QME-QP Code
EVALUATION (QME)
Rev. No. Eff. Date Page
1 of 2
00 10.16.17

OFFICE
PROCEDURE TITLE

OBJECTIVE STATEMENT

CURRENT PERIOD

INDICATORS Peri Peri Peri Peri Peri Peri Peri Peri Peri Peri Peri Peri Total
od 1 od 2 od 3 od 4 od 5 od 6 od 7 od 8 od 9 od od od
10 11 nth

Objective 1: Target Result :

A
B
C Formula:

D Gap Analysis: (In case the objective is not

met, put your analysis why it is not met)

Objective 2:

A

B

C Formula: Target Result :

D Gap Analysis: (In case the objective is not
met, put your analysis why it is not met)

Note: For unmet targets, QMS Secretariat will initiate correction and corrective action using the Corrective Action Report (CAR) duly signed by
the Regional Deputy QMR.

Prepared By Reviewed By

Process Owner DILG-R03 Deputy QMR

THIS DOCUMENT IS CONTROLLED AND NOT TO BE PRODUCED WITHOUT AUTHORIZATION

DILG CENTRAL LUZON Document Code

PROCESS QUALITY MONITORING AND QME-QP Code
EVALUATION (QME)
Rev. No. Eff. Date Page
2 of 2
00 10.16.17

Prepared By Reviewed By Approved By

JEAN HAZEL P. BACANI ARACELI A. SAN JOSE, CESO V JULIE J. DAQUIOAG, Ph.D., CESO IV
DILG-R03 QMS Head
Secretariat DILG-R03 Regional Quality DILG-R03 Top Management
Management Representative

THIS DOCUMENT IS CONTROLLED AND NOT TO BE PRODUCED WITHOUT AUTHORIZATION

DILG CENTRAL LUZON Document Code

QMS Process Summary Logsheet (PSL) FM‐SP‐R03‐07‐01

Rev. No. Eff. Date Page
00 10.16.17 1 of 1

TOP MANAGEMENT QUALITY OBJECTIVE:
FREQUENCY OF MONITORING:
COVERED PERIOD:
Due Date of Submission:

* NPY ‐ No Performance Yet; NSY ‐ No Submission Yet; NA ‐ Not Applicable

*DR = Date Received; DDS = Due Date of Submission

Timeliness RESULTS Frequen REVIEW
OBSERVATIONS
No. Process Quality Objective Date < cy of QP Code Procedure Remarks
No. Received DDS > DDS Target Data Actual Met Unmet NSY NA NPY Reporti Title

ng

Total ___%
Result = Met/ TQP ‐ NA ‐ NPY _____
No. of QP for the month

Prepared By Reviewed By Approved By

JEAN HAZEL P. BACANI ARACELI A. SAN JOSE, CESO V JULIE J. DAQUIOAG, Ph.D., CESO IV
DILG‐R03 QMS Head Secretariat DILG‐R03 Regional Quality Management DILG‐R03 Top Management

Representative

DILG CENTRAL LUZON Document Code 

QMS PERFORMANCE FM‐SP‐R03‐07‐02
ANALYSIS REPORT
Rev. No.  Eff. Date  Page 
00  10.16.17 1 of 1 

PROCEDURE TITLE: QP CODE:

COVERED FROM: TO:
PERIOD:

PART I: OVERALL ANALYSIS

PART II: GRAPHICAL PRESENTATION

PART III: IDENTIFIED GAPS/CONSTRAINTS/WEAKNESS AND ACTION PLAN

GAPS/CONTRAINTS WEAKNESSES ACTIVITY ACTION PLAN TIMELINE
RESPONSIBLE PERSON
FROM TO

(Identified Strategy)

Prepared By: Reviewed By: Approved By:

Name: Name: Name:
Date: Date: Date:
Position Title: Position Title: Position Title:

Prepared By Reviewed By Approved By

JEAN HAZEL P. BACANI ARACELI A. SAN JOSE, CESO V JULIE J. DAQUIOAG, Ph.D., CESO IV
QMS Head Secretariat
Regional Quality Management Top Management
Representative

QMS PERFORMANCE ANALYSIS REPORT 
DILG REGIONAL OFFICE III 



DILG CENTRAL LUZON Document Code Page
1 of 3
SYSTEM SP-R03-08
PROCEDURE
Rev. No. Eff. Date
00 10.16.17

PROCEDURE CLIENT SATISFACTION SURVEY
TITLE
SCOPE This procedure covers the activities from the conduct of client satisfaction survey up to
the issuance of analysis and summary of client satisfaction report to management.
PURPOSE
To define the process for conducting client satisfaction surveys (CSS) and analyzing
results to confirm that client satisfaction objective is achieved.

PROCESS DECSRIPTION: PROCESS OUTPUT
INPUT

Core Process CLIENT SATISFACTION Client Regional
Process Output SURVEY Satisfaction Management
Survey Rating

Report

DESCRIPTIVE STATEMENT:

The concerned Process Owner determine the method for the conduct of customer satisfaction using the
Client Satisfaction Survey Matrix. Once identified, the concerned Process Owner prepare the survey tool,
conduct the survey, collect and summarize the filled up survey tool, and submit to the QMS Secretariat.
QMS Secretariat analyze the report and issue Corrective Action Report, as appropriate.

Step Responsible PROCESS/ACTIVITY Details References
No. Personnel
Determine the method • Determine the method for the • Client
1 Concerned for the conduct of conduct of customer satisfaction Satisfaction
Process customer satisfaction including the type of client, mode Survey Matrix
Owner of survey and the relevant survey
tool using the Client Satisfaction
Survey Matrix.

• Determine the sample size and

frequency.

2 Concerned Prepare the survey • Prepare the survey tool relevant • Survey tool/

Process tool to the type of service provided or CSS form

Owner adopt the general Client

Satisfaction Survey (CSS) Form

3 Concerned Conduct the CS survey • Issue/send the survey tool/CSS • Survey tool/

Process form to the identified CSS form

Owner respondent who received DILG-

CO’s services.

• For walk-in clients, request the

respondent to accomplish and

drop the filled-up survey

tool/CSS form into the locked

drop box provided.

4 Concerned Collect and summarize • Retrieve the filled-up survey • Accomplished

Process the filled-up survey tools/CSS Forms from the locked Survey tool/

Owner tool/CSS forms drop box (for walk-in clients), if CSS form

THIS DOCUMENT IS CONTROLLED AND NOT TO BE REPRODUCED WITHOUT AUTHORIZATION.

DILG CENTRAL LUZON Document Code Page
2 of 3
SYSTEM SP-R03-08
PROCEDURE
Rev. No. Eff. Date
00 10.16.17

Step Responsible PROCESS/ACTIVITY Details References
No. Personnel
any and the returned electronic
survey tool/CSS form.

• Record the ratings in the Process • Process
Summary Logsheet (PSL), if any, Summary Log
or CSS Summary duly approved Sheet/CSS
by the concerned Division Chief Summary Log
or OIC. Sheet

• Summarize the results in the • Process QME
Process Quality Monitoring and
Evaluation (QME) duly approved
by the concerned Division
Chief/Head of Office.

• Submit the PSL and QME Report • Performance
to the QMS Secretariat on or Monitoring
before the 5th working day of the and
ensuing month of the current Evaluation
period in accordance with the Procedure

Performance Monitoring and

Evaluation Procedure.

5 QMS Analyze the CSS results • Analyze the received CSS results • Process

Secretariat and confirm the indicated client Summary Log

satisfaction rating. Sheet/CSS

Summary

• Prepare Corrective Action Report

(CAR) for unmet customer • Process QME

satisfaction target and recorded

complaint in the CSS form, if any, • CAR

in accordance with

Nonconformity and Corrective • Nonconformit

Action Procedure. y and

Corrective

• Determine the overall client Action

satisfaction rating for DILG-CO

and indicate in the QMS-QME • Process

report. Performance

Monitoring

• Submit QMS-QME report, QMS- and

PSL to the Deputy QMR. Measurement

• QMS-PSL

• QMS-QME

THIS DOCUMENT IS CONTROLLED AND NOT TO BE REPRODUCED WITHOUT AUTHORIZATION.

DILG CENTRAL LUZON Document Code Page
3 of 3
SYSTEM SP-R03-08
PROCEDURE
Rev. No. Eff. Date
00 10.16.17

Step Responsible PROCESS/ACTIVITY Details References
No. Personnel Retain Records
• Retain records in accordance • Control of
6 QMS Retained
Secretariat; Documented
Concerned with Control of Retained Information
Process Procedure
Owners Documented Information
• Master List of
Procedure and Master List Retained
Documented
Retained Documented Information

Information.

Definition of term:
• Client – refers to the customer who receives the resulting product/service of a process.

Prepared By Reviewed By Approved By

JEAN HAZEL P. BACANI ARACELI A. SAN JOSE, CESO V JULIE J. DAQUIOAG, Ph.D., CESO V
DILG-R03 Top Management
DILG-R03 QMS Head DILG-R03 Regional Quality
Secretariat Management Representative

THIS DOCUMENT IS CONTROLLED AND NOT TO BE REPRODUCED WITHOUT AUTHORIZATION.

Document Code

DILG CENTRAL LUZON FM-SP-R03-08-01

CUSTOMER SATISFACTION SURVEY MATRIX Rev. No. Eff. Date Page
00 10.16.17 1 of 1

Quality Objective: At least 90% average Satisfactory (3) and above (4, 5) ratings from received Customer Satisfaction Survey Forms/Survey Tools

Schedule of submission: Every 5th working day of the ensuing month of the monitoring period

OFFICE NAME OF CUSTOMERS MODE OF SURVEY FREQUENCY SAMPLE TARGET RESPONSIBLE
PROCESS SURVEY TOOL SIZE RESPONSE PERSON
(specify the customers of (the frequency
(indicate the name of the process, e.g. regional, (specify whether (indicate whether should be the same (indicate RATE (indicate the name of the
the process as it in person or CSS form or with the monitoring percentage from personnel responsible for
appears in the offices, field offices, electronic) period indicated in (ensure that the monitoring the customer
LGUs/officials/ specify the name your process quality the total results can satisfaction objective and
documented quality of other survey customers for the reliably
procedures) employees, and/or the objective (QO) submitting reports)
general public) tool used) form) period to be represent the
given survey “voice of the
customers”)
tool)

Prepared By Reviewed By Approved By

JEAN HAZEL P. BACANI ARACELI A. SAN JOSE, CESO V JULIE J. DAQUIOAG, Ph.D., CESO IV

DILG-R03 QMS Head Secretariat DILG-R03 Regional Quality DILG-R03 Top Management
Management Representative

DILG CENTRAL LUZON Document Code
DMGC, Maimpis, City of San Fernando, Pampanga
FM-SP-R03-08-02

Rev. No. Eff. Date Page

00 10.16.17 1 of 1

Customer Satisfaction Survey Form

Name (Optional): Date:
Service/Assistance Requested/Received:

Office Concerned:

Dear Customer,

We at DILG-Regional Office III endeavors to consistently provide effective services to meet our
client’s needs. In this regard, may we request you to help us improve our services by allowing us to hear
your voice.

Kindly fill-up this survey form and reflect your impressions about our services. Encircle the rating
that corresponds to your satisfaction level.

Rating Scale Description of Level of Satisfaction
5 Very High
4 High
3 Moderate
2 Low
1 Very Low

A. Service Parameter Client Satisfaction Remarks
1. Service Quality 54321

2. Service Timeliness 54321

3. Staff Responsiveness 54321

B. Overall Impression 54321

C. Suggestion for Improvement:

Prepared By Reviewed By Approved By

JEAN HAZEL P. BACANI ARACELI A. SAN JOSE, CESO V JULIE J. DAQUIOAG, Ph.D., CESO IV
DILG-R03 QMS Head
Secretariat DILG-R03 Regional Quality DILG-R03 Top Management
Management Representative

DILG CENTRAL LUZON Document Code
FM‐SP‐R03‐08‐03
CSS Summary Log Sheet Rev No. Eff. Date Page

Office: ______________________________________________ 00 10.16.17 1 of 1
Procedure: ______________________________________________

Date Survey Survey Mode Date CSS Form Unsatisfactory and Satisfactory or
Received
No. Form Issued (in person, Name of the Activity Below Above rating Remarks, if any
electronic)
(2, 1) (3, 4, 5)

Total
%

Prepared By Reviewed By Approved By

JEAN HAZEL P. BACANI ARACELI A. SAN JOSE, CESO V JULIE J. DAQUIOAG, Ph.D., CESO IV
DILG‐R03 QMS Head Secretariat DILG‐R03 Regional Quality Management DILG‐R03 Top Management

Representative

DILG CENTRAL LUZON Document Code Page

CSS Monitoring Log Sheet FM‐SP‐R03‐08‐04 1 of 1

Rev. No. Eff. Date

00 10.16.17

QUALITY OBJECTIVE: 2. 90% of Customer Satisfaction Survey (Activity Feedback Form) received with rating of satisfactory (3) and above (4, 5).
TA TITLE:
DATE CONDUCTED:
TOTAL NO. OF PARTICIPANTS:
VENUE:
ADMINISTERING PERSONNEL:

No. Criteria 1 Criteria 2 Rating Criteria Nth Total/ Average Rating
Criteria 3

TOTAL Reviewed By Approved By
RESULT (%)
ARACELI A. SAN JOSE, CESO V JULIE J. DAQUIOAG, Ph.D., CESO IV
Prepared By DILG‐R03 Regional Quality Management DILG‐R03 Top Management

JEAN HAZEL P. BACANI Representative
DILG‐R03 QMS Head Secretariat



DILG CENTRAL LUZON Document Code Page
1 of 4
SYSTEM SP-R03-09
PROCEDURE
Rev. No. Eff. Date
00 10.16.17

s CORRECTION AND CORRECTIVE ACTION

PROCEDURE This procedure starts from the identification of nonconformity up to the closeout after
TITLE verification of corrective action effectiveness.
SCOPE
To define the process that ensure that nonconformities are properly and effectively
PURPOSE addressed with appropriate corrective action to prevent the occurrence or recurrence
of the NC and their root causes.

PROCESS DECSRIPTION:

INPUT PROCESS OUTPUT

Internal Corrective Action NON-CONFORMITY Non Recurrence Affected QMS
Quality Audit Report (CAR) – AND CORRECTIVE or Occurrence of Process
Audit Related
ACTION detected All Operating
QMS Corrective Action Nonconformity Units
Secretariat Report (CAR) – Non-

Audit Related

DESCRIPTIVE STATEMENT:
The process is triggered by the identified non-conformity by the Internal Quality Auditors as a result of
their audit or by the QMS Secretariat when there is a reported unmet target, feedback from clients, output
from Management Review, and other lapses of deviation identified. Process Owners plan and implement
corrections by identifying the root cause of the non-conformity, establish corrective action plan and
implement the corrective action plan. Internal Quality Auditors and QMS Secretariat will verify the
effectiveness of the corrective actions. Results of the action taken may result to updating of the risk register
when there are changes, together with other affected process documented information.

Ste Responsible PROCESS/ACTIVITY Details References
p Personnel
No.

1 Internal Identify nonconformity • Identify nonconformity • CAR
using CAR Form.
Quality Possible sources of
nonconformities may be:
Auditor/QMS
QMS Secretariat:
Secretariat a. Unmet objectives and
targets
b. Client Feedback
c. Management Review
Output
d. Other lapses or
deviations identified

Internal Quality Auditor:
e. Internal audit
findings
f. External audit
findings

• Issue Corrective Action
Report (CAR) to
concerned Process
Owners duly signed by

THIS DOCUMENT IS CONTROLLED AND NOT TO BE REPRODUCED WITHOUT AUTHORIZATION.

DILG CENTRAL LUZON Document Code Page
2 of 4
SYSTEM SP-R03-09
PROCEDURE
Rev. No. Eff. Date
s 00 10.16.17

the IQA Head/Deputy
QMR.

2 Process Owner Plan and implement • Plan and implement • CAR
corrections corrections/immediate
actions to stop the
nonconforming situation
from continuing duly
confirmed by the Head
of Office for non-audit
related CAR. Include
actions to deal with the
consequences of the NC.

Note: For audit-related

CAR, confirmation by the

IQ Auditor shall be made

during the verification of

corrective action.

3 Process Owner Identify the root cause of • Identify the root • CAR

the nonconformity cause/s of the

nonconformity; may use

the “5-WHY” or fish bone

analysis technique.

• Record in the CAR.

4 Process Owner Establish Corrective Action • Formulate Corrective • CAR

Plan (CAP) Action Plan (CAP) duly

noted by the Division

Chief/Head of Office

approved by the QMR

with identified person

responsible and specified

timelines.

• Determine existing NC or
potential occurrence
elsewhere in the QMS and
consider in the corrective
action.

• Submit accomplished
CAR to QMS
Secretariat/Internal
Quality Auditor within 10
working days upon
receipt.

5 QMS Review and accept the • Review the proposed

Secretariat/ IQ corrective action plan (CAP) CAP.

Auditor

THIS DOCUMENT IS CONTROLLED AND NOT TO BE REPRODUCED WITHOUT AUTHORIZATION.

DILG CENTRAL LUZON Document Code Page
3 of 4
SYSTEM SP-R03-09
PROCEDURE
Rev. No. Eff. Date
s 00 10.16.17

• If found in order and
adequate to address the
root cause identified,
secure approval of the
Deputy QMR/IQA Head;
else, return to concerned
Process Owner for
appropriate action.

6 Process Owner Implement the CA plan • As specified, implement • CAR
the corrective actions at
indicated timelines.

• Monitor progress against
corrective action plans.

• If any proposed
corrective action cannot
be/ is not implemented,
discuss with the head of
office for possible
additional intervention.

7 IQA/QMS Verify effectiveness of CA • After at least 2 months of • CAR
Secretariat corrective action
implementation, verify
and confirm the
effectiveness of
corrective action taken.
Verification can be in the
form of process
verification or internal
quality audit. Verification
can happen more than
once, if the initial (first)
verification does not
provide evidence of
recurrence of root cause
identified.

• If non-recurrence of the
root cause is verified,
closeout the CAR, duly
approved by the Deputy
QMR/IQA Head; else,
coordinate with
concerned Office for
continuous CAP
implementation and/or
take any further
appropriate action; else,

THIS DOCUMENT IS CONTROLLED AND NOT TO BE REPRODUCED WITHOUT AUTHORIZATION.

DILG CENTRAL LUZON Document Code Page
4 of 4
SYSTEM SP-R03-09
PROCEDURE
Rev. No. Eff. Date
s 00 10.16.17

let the CAR remain open
and schedule the
subsequent (2nd or 3rd)
verification.

• Communicate the results
of verification to
concerned Office.

8 Process Review risk register and • Review and update the • Risk Register

Owner/QMS update other affected QMS risk register accordingly. • Control of

Secretariat/IQ documented information • Ensure that relevant Maintained

Auditor documentation are Documented

appropriately revised, if Information

applicable, in accordance Procedure

with Control of

Maintained Documented

Information Procedure.

9 Designated Retain records • Retain records in • Control of

Custodian accordance with Control Retained

of Retained Documented Documented

Information Procedure Information

and Master List of Procedure

Retained Documented

Information • Master List of

Retained

Documented

Information

Definition of Terms:

• Correction – action taken to eliminate (or address) a detected non-conformity (i.e. stop gap measure,
quick fix, mitigation, band-aid solution

• Corrective Action – an action taken to address the root cause of the identified nonconformity in
order to prevent its recurrence.

• Corrective Action Report (CAR) – the specified form to record a detected noncomformity, the
identified root cause and the actions taken to prevent its recurrence.

Prepared By Reviewed By Approved By

JEAN HAZEL P. BACANI ARACELI A. SAN JOSE, CESO IV JULIE J. DAQUIOAG, Ph.D., CESO IV
DILG-R03 Top Management
DILG-R03 QMS Head DILG-R03 Regional Quality
Secretariat Management Representative

THIS DOCUMENT IS CONTROLLED AND NOT TO BE REPRODUCED WITHOUT AUTHORIZATION.

DILG CENTRAL LUZON Document Code

CORRECTIVE ACTION REPORT FM-SP-R03-09-01

Rev. No. Eff. Date Page
00 10.16.17 1 of 4

CAR NO: DATE OF ISSUANCE:
PROCESS:
OFFICE/DIVISION:
Other:
A. BASIS: (Please check (√) the appropriate box)

NON-AUDIT RELATED :

Unmet Quality Objective Client Feedback

(UQO) (CF)

AUDIT RELATED:

Nonconformity (NC)

B. STATEMENT OF NONCONFORMITY:

ISSUED BY: REVIEWED BY: ACCEPTED BY:

Signature over Printed Name of Signature over Printed Name of Signature over Printed Name of
concerned Division/Field Office
QMS Secretariat Member for Non- QMS Secretariat Head for Non-
Head/QMR
audit Related or IQ Auditor for audit Related or RIQA Team

Audit Related Leader for Audit Related

C. CORRECTION/IMMEDIATE ACTION:

CORRECTIVE ACTION REPORT
DILG CENTRAL LUZON

DILG CENTRAL LUZON Document Code

CORRECTIVE ACTION REPORT FM-SP-R03-09-01

Rev. No. Eff. Date Page
00 10.16.17 2 of 4

D. Potential/Actual Consequence(s), if Planned Action, if necessary:
any

Prepared By: Confirmed By:

/ ________________________________/__________________

Signature over Printed Name of Process Signature over Printed Name of Head of Office/Date
Owner/ Date

E. ROOT-CAUSE ANALYSIS: (Use 5-Why Analysis or Fishbone Diagram)

CORRECTIVE ACTION REPORT
DILG CENTRAL LUZON

DILG CENTRAL LUZON Document Code

CORRECTIVE ACTION REPORT FM-SP-R03-09-01

Rev. No. Eff. Date Page
00 10.16.17 3 of 4

F. CORRECTIVE ACTION (CA) PLAN: (submit to QMS Secretariat/IAS within 10 days upon receipt of

CPAR)

ACTIVITY RESPONSIBLE TIMELINE
PERSON START END

Prepared by: Approved by: Accepted by:

________________________/____________ ________________________/____________ ________________________/____________

Signature over Printed Name of Signature over Printed Name of Signature over Printed Name of
Division Chief/Head of Office/
Regional QMR / Date RIQA Team Leader / Date
Date

G. VERIFICATION OF CA/PA PLAN IMPLEMENTATION: (at least 2 months after the full implementation )

CA/PA ACTIVITY STATUS AND REMARKS / Verified by / Date

H. VERIFICATION OF CA/PA PLAN EFFECTIVENESS: (For non-audit related, at least 2 months after

full implementation of the planned CA/PA and non-recurrence of the identified root-cause/s. For

audit related, the effectiveness of the CA/PA will be verified in the next audit).

Date of Results of CA/PA verification/ Status Verified By
Verification: REMARKS (Open / Closed)

(Effective / Not Effective)

(1)

CORRECTIVE ACTION REPORT
DILG CENTRAL LUZON

DILG CENTRAL LUZON Document Code

CORRECTIVE ACTION REPORT FM-SP-R03-09-01

Rev. No. Eff. Date Page
00 10.16.17 4 of 4

(2)

(3)

Note: (2) and (3) verification is necessary if the CPAR cannot be closed after the (1st) first verification.

Verified by: Approved by:

/ /
Signature over Printed Name of Deputy QMR for
Signature over Printed Name of QMS
Secretariat Head for Non-Audit or IQ Audit Non-Audit or RIQA Team Leader / Date

Auditor for Audit Related/ Date

Prepared By Reviewed By Approved By

JEAN HAZEL P. BACANI ARACELI A. SAN JOSE, CESO V JULIE J. DAQUIOAG, Ph.D., CESO IV

DILG-R03 QMS Head DILG-R03 Regional Quality DILG-R03 Top Management
Secretariat Management Representative

CORRECTIVE ACTION REPORT
DILG CENTRAL LUZON



DILG CENTRAL LUZON Document Code

SYSTEM SP-R03-10
PROCEDURE (SP)
Rev. No. Eff. Date Page
00 10.16.17 1 of 5

PROCEDURE QMS PLANNING
TITLE

SCOPE Covers the activities from the review of the existing QMS scope up to the communication
of approved Quality Objectives to all concerned.

To define an effective QMS planning process for identifying external and internal issues,

PURPOSE interested parties, setting QMS objectives and targets as basis for assessing its

effectiveness.

PROCESS DECSRIPTION:

INPUT PROCESS OUTPUT

DILG-R03 Purpose and QMS PLANNING Context Registry, DILG-R03
Strategic Interested Parties Matrix,
Direction
Approved Quality
Objectives, Quality Action

Plans

DESCRIPTIVE STATEMENT:

The concerned Offices prepares the Context Registry and Interested Parties Matrix to understand the
organization and its context. The QMS Scope is then reviewed for the updating of Regional quality
objectives. Preparation and conduct of QMS planning is then carried out for the review and updating of
quality objectives and quality action plans. All QMS Planning output documents are duly approved and
communicated to all concerned Offices.

Step Responsible PROCESS/ACTIVITY Details References
No. Personnel
Determine external • Determine external and • Context
1 QMS Secretariat, and internal issues and Registry
Concerned interested parties
Division/s and internal issues of DILG • Interested
Unit/s Parties Matrix
using the Context

Registry and the

interested parties using

the Interested Parties

Matrix relevant to its

purpose and strategic

direction for the year, as

follows:

• QMS Secretariat in

coordination with the

Planning Officer and

concerned

Division/Unit: Draft

the overall Regional

Context Registry;

• Concerned Division/s:

Prepare the Context

Registry for the PPAs

under each Outcome

Area; and

• QMS Secretariat in

coordination with

THIS DOCUMENT IS CONTROLLED AND NOT TO BE REPRODUCED WITHOUT AUTHORIZATION