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Republic of the Philippines
SORSOGON CITY WATER DISTRICT
Capitol Compound, Sorsogon City
www.sorsogoncitywd.gov.ph
QUALITY MANUAL
FOR
ISO 9001:2015
(Quality Management Systems)
1.0 INTRODUCTION
This Quality Manual is document which serves as a guide on how the Sorsogon City Water
District (SCWD) meets its commitment of quality service with emphasis on excellence and
customer satisfaction while ensuring sustainable development.
With its Core Support Process, the commitment to quality and customer service of SCWD is
clearly identified and presented. Every step of this process is in consonance Quality Management
System in which the goals and objectives of SCWD were defined and formulated.
This document is also in compliance to ISO 9001:2015 which also aims to address pertinent
requirements of the standard and includes references to documented quality procedures that
apply to SCWD.
1.1 Purpose of this Manual
In conformance to ISO 9001:2015 Quality Management Systems Requirements, this manual
defines SCWD’s commitment as follows:
To show it could regularly provide quality service that meets government standards and achieves customer satisfaction
To address customer feedback by using the steps provided in this manual and continuously looking to improve its service and reduce complaints
To encourage employee welfare and development through new and innovative ways
To empower the management and staff to be able to cope up with new trends in technology and the work environment where inclusive growth is the new normal
All issues involving quality shall be addressed by this manual. This may be referred to as a
material on all concerns on quality and may be accessed by the concessionaires, third party
auditors and various SCWD stakeholders.
2.0 PROFILE
Formative Stage
The concept of Water Districts in the country came into being in 1973 when then President
Ferdinand Marcos signed into law Presidential Decree 198 (PD 198) known as the Provincial
Utilities Act of 1973 paving the way for the establishment of local water districts nationwide.
Likewise, under this Decree, the Local Water Utilities Administration (LWUA) was created to
be a specialized lending institution for the promotion, development and financing of local water
districts.
In the former municipality of Sorsogon, under the leadership of then Mayor Raul R. Lee and
with the support of the then Municipal Council of Sorsogon has imbibed the benefits that can be
derived from this water district concept to solve the perennial problem of the town for the supply
of sufficient and potable water for domestic and commercial consumption. At that time, the
administration of the municipal waterworks which has the responsibility of supplying water to
the residents lies in the hands of the local government. A system that is old and outmoded having
been constructed sometime in 1927 during the American occupation. Therefore, there is an
urgent need for the rehabilitation of the existing water system and the construction of new
facilities such as the development of new spring sources and the drilling of new wells and
appurtenances to meet the increasing demand of the consuming public for adequate, safe and
potable water.
Recognizing the urgency of the situation, the municipal government of Sorsogon lost no time in
deliberating the need for the establishment of a water district. For under the provisions of P. D.
198, as amended, an autonomous local water district must be formed and organized in order to
avail of the lending facilities and other forms of assistance from LWUA. By this way, the newly
formed water district can rehabilitate and improve its existing water system.
So on December 13, 1974, in a special meeting of the Municipal Council of Sorsogon it passed
Resolution No. 134 officially creating the Sorsogon Water District (SWD). The said resolution
took effect on December 17, 1974.
The District was formed for the purpose of acquiring, installing, improving, maintaining and
operating the local water supply and distribution systems as well as wastewater collection,
treatment and disposal facilities, with all operations eventually being carried out on a financially
self-sufficient basis.
On February 14, 1975, the waterworks facilities which were under the management of the
Municipal Waterworks Agency, was formally turned-over to the SWD, thus making it the sole
utility managing the waterworks operation in Sorsogon.
Subsequently, on January 19, 1976, LWUA issued to the SWD its Conditional Certificate of
Conformance (CCC) No. 20, as provided for in the Provincial Utilities Act of 1973.
In 2001, with the merger of the municipalities of Sorsogon and Bacon into the City of Sorsogon
by virtue of RA No. 8806, the name of the Water District was officially changed into Sorsogon
City Water District (SCWD) with the same CCC No. 020 dated November 14, 2001.
WD Category
SWD is categorized as Medium Water District in 1994 per Oversight Committee Classification
on July 5, 1994. SCWD was recategorized to Big Water District in December 2004 by LWUA
and in May 2005 by the Department of Budget and Management (DBM).
Under the Revised Local Water District Manual on Categorization, Recategorization and Other
Related Matters, SCWD was classified as Category C by the LWUA in March 2012. Later on,
the District was reclassified to Category B per Certificate of Category issued by the LWUA in
September 2014.
In view of the expanding operations of the District and to accommodate the increasing number of
offices and personnel, a phase-by-phase construction of a new Operations and Laboratory
Building was initiated on the lot presently occupied by the old Administrative Building. The
building was completed last June 2014.
The District has also embarked on the utilization of surface water as a new source of water
supply specifically the Cawayan River thru the Bulk Water Scheme became operational on
March 2015.
As of 2016, the SCWD have 12 pumping stations and deep wells and five (5) spring sources.
Roughly a total of 150,000 linear meters of pipeline consisting of 50-300mm steel, PVC pipes
has been laid for the SCWD pipeline system covering 32 of the 64 barangays of Sorsogon City.
2.1 SCWD MISSION
To provide safe, potable, sufficient and affordable water through an efficient delivery system
2.2 SCWD GOAL
To improve services and increase production to attain financial viability
2.3 SCWD MISSION STATEMENT
We exist with the mandate to serve our developing community specifically that of providing
adequate, safe, potable and affordable water by maintaining a dynamic, viable, autonomous
institution ran by considerate staff and benevolent management operating under a world class
standard of water and sewerage systems valuation and by sustaining an ecologically stable
environment through the preservation of our watershed. An ecologically stable environment and
a disciplined staff rendering service with quality to a supportive community is our gauge of
success.
2.4 SCWD CORPORATE CORE VALUES
QUENDISER
Quality
Environment
Discipline
Service stem Manual
3.0 ABBREVIATIONS AND ACRONYMS
BOD - Board of Directors
BAC - Bids and Awards Committee
CASO - City Agricultural Services Office
CDRRMC - City Disaster Risk Reduction Management Council
CEO - City Engineer’s Office
CHO - City Health Office
COA - Commission on Audit
CSC - Civil Service Commission
CSD - Commercial Services Department
CSR - Corporate Social Responsibility
CVO - City Veterinary Office
DBM - Department of Budget and Management
DENR - Department of Environment and Natural Resources
DM - Division Manager
DOF - Department of Finance
DOH - Department of Health
DOLE - Department of Labor and Employment
DPWH - Department of Public Works and Highways
EOD - Engineering and Operations Department
FSASD - Finance Services and Administrative Services Department
GM - General Manager
IEC - Information, Education, Communication
ISO - International Organization for Standardization
LDWQC - Local Drinking Water Quality Committee
LRA - Land Registration Authority
LWUA - Local Water Utilities Administration
NEDA - National Economic Development Authority
NHA - National Housing Authority
NWRB - National Water Resources Board
OGCC - Office of the Government Corporate Counsel
OGM - Office of the General Manager
PDRRMC - Provincial Disaster Risk Reduction Management Council
PEO - Provincial Engineer’s Office
PHO - Provincial Health Office
PNSDW - Philippine National Standard for Drinking Water
PR - Public Relations
QMS - Quality Management System
SCWD - Sorsogon City Water District
SWOT - Strengths, Weaknesses, Opportunities, Threats
4.0 CONTEXT OF THE ORGANIZATION
4.1 Understanding the organization and its context
Several external and internal factors which may strategies of SCWD in its pursuit of quality
service which this QMS which to address. This is better demonstrated through a SWOT analysis.
STRENGTHS WEAKNESSES
1. Excellent frontline service 1. High political influence
2. Highly-skilled managers and personnel 2. Depleted spring water resource during
summer months
3.Strong PR and CSR programs involving
variuos stakeholders
3. Poor water quality in some areas due to
volcanic nature of Sorsogon
4. High collection effeciency 4. Lack of established and effective
inventory and asset management system
5. Presence of private sector partner on
bulk water supply to augment sources
5. High non-revenue water due to effects of
road widening works and illegal use of
water
6. Good working relationship with
regulatoy and other government agencies
6. Presence of old pipeline system (circa
1920s) still being used in some areas
OPPORTUNITIES THREATS
1. Emergence of potential eco-tourism
destinations 1. Political interference
2. Increased economic and business
activities 2. Unresolved statutory obligations
3. Encouraged participation of the private
sector for development programs
3. Frequent natural calamities such as El
Nino, typhoon, amihan and flooding
4. Availability of new and state-of-the-art
technology on water and wastewater
services
4. Depletion of water sources due to
degredation of watershed areas
5. Trainable staff who welcome all
opportunites to learn new ideas and
innovations
5. Climate change
These internal and external issues are monitored and reviewed twice a year as part of the annual
updating of the SCWD five-year Business Plan.
4.2 Understanding the needs and expectations of interested parties
SCWD determines the interested parties relevant to its QMS and the requirements of these
parties in order to prevent the potential effect on the organization’s ability to consistently provide
products and services which meet customers’ needs and applicable statutory and regulatory
requirements.
Level Interested
Party
Role Influence
National LWUA Approves tariff adjustments
Monitors performance and provides technical assistance
Lending institution for loans
High
NEDA
Consolidates individual agency investment programs to come up with Regional
Development Investment Programs
Low
DOF/BSP Approves loan applications
Issues Monetary Board opinion
High
NWRB Grants water rights
Partner in monitoring of proper use of water as deputized agency
High
OGCC Issues legal opinions as needed
Acts as counsel in legal proceedings
Low
Regional
DENR Issues environmental
certificates/clearances/permit to operate
High
DPWH Issues excavation permits and right of way for
projects along National Roads
High
DOH Sets drinking water standards High
COA Conducts post-audit of financial transactions High
NHA
Manages relocation/resettlement for informal
settlers which requires water service
Low
DBM
Approves changes in organizational structure
and plantilla of positions
Approves purchase of motor vehicles
High
CSC Monitors enforcement of civil service laws Moderate
DOLE Assistance in CSR and community projects
Provincial LRA Registers acquired real estate properties Low
PDRRMC Coordinates activities in times of disaster High
PEO Issues excavation permits and right of way for projects along Provincial Roads
High
PHO Accepts water samples for monthly
bacteriological testing
High
City City Mayor Appoints members of the BOD High
CHO Monitors water quality
CDRRMC Coordinates activities in times of disaster High
CEO
Issues excavation permits and right of way for
projects along City Roads
High
CASO Monitors agriculture-related activities which Moderate
may affect water quality
Assists in CSR and community projects
CVO Monitors agriculture-related activities which
may affect water quality
Assists in CSR and community projects
Moderate
Sanggunian
Panlungsod Enacts legislations on water and wastewater
services
High
LDWQC Monitors water quality High
Barangays Barangay
Chairman/
Committee on
Infrastructure
Issues excavation permits and right of way for projects along Barangay Roads
Requests extension of services
High
Community Concessionaires Pays for water services
Provides feedbacks on service
High
Irrigator’s
association Coordination on water allocation especially
during El Niño
Moderate
Residents near
watershed areas
Provide support for the protection of watershed
areas
Moderate
Radio and TV
stations Supports information, education and
communication (IEC) campaign
Disseminates advisories and other issuances
for public consumption
High
Key Result Area Historical Performance Goal
Interested
Party
Key Result Area Historical
Performance
Goal
Concessionaires
Customer
Satisfaction
Areas served by deep
wells complain of
poor water quality due
to high mineral
concentration
Improved water
quality in identified
areas through
filtration and mixing
of supply (deep well
and surface/spring
water)
Average water supply
is at 18 hours per day
with pressure varying
from 5psi to 60 psi
24/7 water supply at
10psi
LWUA, DOH, PHO.
CHO, LDWQC
Water Quality Annual physical and
chemical test for all
water sources as well
as monthly
bacteriological tests
Water quality to pass
PNSDW and other
drinking water quality
parameters
are within standards set forth by PNSDW
DENR, DPWH, PEO,
CEO, NWRB,
Barangay Council
Approved permits Delayed acquisition of
permits and
clearances from
various agencies for
programs and projects
implemented
Close coordination
and improved
working relation with
agencies to ensure on-
time issuance of
permits .01.2016
5.0 QUALITY MANUAL
This Level 1 Quality Manual and its subsidiary documents describe the Quality Management
System of SCWD, and complies with all applicable requirements of the ISO 9001 International
Standard. It addresses pertinent requirements of the standard and includes references to
documented quality procedures that apply to SCWD. Compliance is demonstrated through the
formal ISO registration process.
Subsidiary Documents
There are also several Subsidiary or Level 2 quality documents that include information on:
1. Organizational structure
2. Quality responsibilities and authorities, including Management Representative
appointment
3. SCWD’s business processes including core and support processes
a. Core Business Processes address the department’s calibration process — they
define the sequence of processes and sub-processes required to achieve
contracted requirements and address applicable requirements of clause 7 of
ISO 9001, and regulatory requirements
b. Support Business Processes address infrastructure requirements such as those
described by clauses 5, 6 and 8 of ISO 9001, and regulatory requirements
Level 2 documents are referenced in this the Quality Management System but are not part of it.
IMPORTANT: The system described in this manual is in addition to the quality and technical
policies and procedures defined by SCWD or mandated by LWUA, DOH and other regulatory
agencies. These other requirements are followed and may be referenced in some documents for
clarity. However, they are outside the scope and control of this QMS. Nothing in this manual
should be interpreted to supersede or contradict these external requirements
www.sorsogoncitywd.gov.ph
SCWD’s website, www.sorsogoncitywd.gov.ph, is an important piece of QMS. This site
contains the documents and applications that define the management controls by which the
department demonstrates conformance to its QMS. It also demonstrates the effectiveness of the
QMS towards attainment of the management objectives.
This network contains at least the following documents and records:
1. SCWD’s Quality Manual, Quality Procedures, and other instructions that implement the
policies in the Quality Management System.
2. Internal Auditing Information: including audit schedule, audit checklists that detail the
Management controls, plus conformance criteria; conformance responsibility; and
objective evidence criteria for each control. These controls are further described in the
corresponding Level 2 quality procedures.
3. Audit findings that assess compliance and effectiveness and needs for improvement
4. Corrective and preventive activities for continual improvement
5. Summaries of Management Review meetings, including action items and their current
status of accomplishments.
6. Other support documents as needed to supplement this information.
6.0 DISTRIBUTION AND REVIEW
6.1 Circulation List
The QMS is maintained on the SCWD network as a read-only document and is available to all
employees and to other interested and authorized parties. All copies printed from the network are
reference copies and are uncontrolled. Electronic copies other than the one visible on the
laboratory internal network are reference copies and are uncontrolled.
6.2 Procedures for Updating the Quality Management System
The QMS will be reviewed by SCWD management and revised as required. After review, the
QMS is updated (if needed) by incorporating all approved changes. The Management
representative may approve minor changes and updates to the QMS such as spelling corrections,
punctuation corrections where the sense of the sentence is not changed, or maintaining
hyperlinks and references to other documents on the network. The revision date is updated, and
the document is re-approved and released as a new issue in its entirety. The revision data on the
cover refers to the entire document.
7.0 QUALITY MANAGEMENT SYSTEM
7.1 General Requirements
SCWD has established, documented and implements an effective QMS as a means of ensuring
that the water being supplied to concessionaires conform to specified requirements, to foster an
environment of continual improvement with an eventual goal of achieving international
standards.
It is comprised of the Core and Support Business Processes that ensure conformance to water
quality standards as set forth by LWUA and DOH and converts them into outputs to satisfy the
concessionaire’s needs and expectations for clean and potable water.
Core Processes
The Core Processes describe all the processes that are necessary for the department to realize and
deliver the desired water quality for the concessionaires. The Water Safety Plan is an overview
of the processes and their interactions. The Core Processes for the department are listed below:
1. Source
2. Treatment
3. Storage
4. Distribution
5. Consumers’ Premises
Support Processes
SCWD’s Support Processes describe all other business requirements that are necessary to
manage and control resources, and to conduct operations in an orderly manner. The support
processes are implemented and managed in accordance with the applicable requirements of the
International Standard. They include:
1. Human Resource Management
2. Information and Documentation Management
3. Financial Management
4. Physical Resources Management
5. Legal Services
The criteria and methods required to ensure the effective operation and control of these processes
are defined and documented.
The entire QMS documentation and other key information necessary to support the operation and
monitoring of the Quality Manual are available to all employees, and other parties requiring
access on the website at www.sorsogoncitywd.gov.ph.
Appropriate levels and types of monitoring and measurement of core and supplemental processes
have been determined and are documented in relevant policies and procedures.
The QMS includes policies and procedures for implementation of actions required to achieve
planned results, and for continual improvement of the business processes.
7.2 Documentation Requirements
General
SCWD has defined and documented quality procedures consistent with the requirements of the
standard. The quality procedures further describe criteria, methods, detail activities,
responsibilities and the quality assurance measures that are required to ensure the effective
operation and control of the its Quality Manual. Its QMS also includes other documents and
records required by the organization to ensure the effective operation and control of the
processes. The degree of documentation is consistent with the:
1. Methods used
2. Complexity and interaction of the business processes
3. Skills needed and training required by the personnel involved in carrying out these activities
An outline of the SCWD’s QMS documentation is shown in the following figure:
The QMS is maintained, updated, and continually improved as the department seeks better
business practices. SCWD employees have been trained on:
1. Which procedures apply to them?
2. How to access those procedures?
3. How to apply them to their job function?
7.3 Quality Manual
The Quality Manual has been established and maintained and includes:
1. The scope of the QMS, including details of and justification for any exclusions
2. Documented procedures or reference to them
3. Description of the sequence and interaction of the processes included in the QMS
7.4 Control of Documents
SCWD ensures that pertinent issues of documents and data that relate to the requirements of the
QMS are controlled. This control also extends to documents of external origin that are
maintained solely by SCWD such as monthly data sheets (MDS), production date sheets,
performance standards, and service specifications.
7.5 Document and Data Approval and Issue
All documents and data that relate to the requirements of the Quality Management System are
reviewed and approved for suitability by authorized personnel prior to use or release. Where use
is made of computer-based documents and files, special attention is paid to appropriate approval,
access, distribution, and archiving procedures.
Currently, SCWD is working to achieve the following mixed media documentation system for
documents within its control:
1. Levels 1 and 2 are computer based, and are available as read-only documents.
2. Level 3 documents (such as work instructions, standard operating procedures, or calibration procedures) are also in electronic format wherever possible.
3. For the remaining Level 3 documents not in electronic format, authorized distribution to points of use is in hard copy. This includes many documents of external origin.
A list of documents, identifying the current revision status of each, is established and is readily
available. Appropriate documents are available at all locations where operations essential to the
effective functioning of QMS are performed, or they may be readily obtained.
7.6 Document and Data Changes
All personnel are required to identify required changes in documents and are encouraged to
suggest improvements. Changes to documents and data are reviewed and approved by the same
function/organizations that performed the original review and approval, unless specifically
designated otherwise. Access to appropriate background information is provided. The nature of
the changes is recorded.
When practical, the changes are highlighted in the document and/or on attachments.
7.7 Obsolete Documents
Electronically maintained documents are promptly removed from active files when they become
obsolete. They may be maintained for the document retention period, in file areas not accessible
to general users.
After a revision issue, obsolete hard copy documents are promptly removed from points of issue
and use. The obsolete master document is archived and may be retained for legal and/or
knowledge preservation purposes. The obsolete point of use copy is destroyed.
7.8 Documents of External Origin
SCWD is also subject to various government regulations. When there is a need to refer to any of
these regulations, access is gained through the SCWD system or the regulatory agency system.
The presumption is that the link from that site goes to the most current edition of the regulation.
Any other copies of these regulations are not authorized for use.
7.9 Control of Quality Records
Quality records are a special case of quality documents. For example, a blank form is a
document; a completed form is a record.
SCWD maintains quality records to demonstrate conformance to specified requirements and the
effective operation of the QMS. Control provides for the identification, collection, indexing,
filing, access, storage, maintenance, and disposition of quality records. Pertinent customer or
supplier records are an element of these data.
All quality records are legible and are stored and retained in such a manner that they are readily
retrievable. Storage facilities provide an environment that minimizes damage, deterioration and
prevents loss. Retention times of quality records are established and recorded. A records control
matrix is documented to aid control.
8. MANAGEMENT RESPONSIBILITY
8.1 Management Commitment
The SCWD Management is committed to the development and improvement of an effective
Quality Management System. This commitment is demonstrated by:
Communicating to the organization the importance of meeting all concessionaires,
regulatory, and legal requirements. (Section 5.5.3 Internal Communications.)
Establishing SCWD Quality Policy for total commitment to excellence and the associated quality objectives. The Quality Policy and the Quality Objectives are published and
displayed on the website and the office bulletin board. (Sections 5.3 Quality Policy and
5.4.1 Quality Objectives.)
Conducting Management Reviews. (Section 5.6 Management Review.)
Identifying and acquisition of controls, processes, equipment, fixtures, resources, and
skills need to achieve the required quality. The associated quality management activities
are described in Section 6 – Resource Management.
8.2 Concessionaire Focus
SCWD management ensures that concessionaires’ needs and expectations are determined,
converted into requirements, and fulfilled with the aim of meeting or exceeding those
expectations. Their general needs are defined by the fact that SCWD was established to deliver
water services. Their specific needs of are determined through a Public Assistance and
Complaint Desk and other feedback mechanisms (job order/ service requests), as well as periodic
review and inspection of various facilities (water system and pumping stations) to better
understand their individual processes. It is the responsibility of all frontline personnel such as
Customer Service Officers and CS Assistants and Meter Readers and Plumbers that interface
with concessionaires to access stated or implied needs and bring them to the attention of top
management so that they may be addressed. To continually improve, the Management also
monitors, measures, and analyzes customer satisfaction throughout the business cycle.
8.3 Quality Policy
SCWD Management has defined and documented its Quality Policy. This policy includes the
organization’s commitment for meeting concessionaires’ requirements and to continual
improvement.
Quality Policy Statement: QUENDISER
Quality
Environment
Discipline
Service
The Quality Policy of SCWD is to provide high and consistent quality of water
which meets the requirements set forth by the Philippine National Standard for
Drinking Water (PNSDW)
Our commitment is to the safety and accurate work of our customer's professionals who use the items we have calibrated, thereby ensuring the safety
and comfort of aviation passengers and other customers.
All work is done in conformance to Mythical True Value Metrology’s QMS, the applicable technical and administrative operating policies and procedures of
Mythical Airlines, legal and regulatory requirements, and specific customer
requirements.
Through front-line input and management leadership, we will continue to improve our people and processes to anticipate, meet, and exceed the needs of our
customers.
We support the continually improving quality of our customer's maintenance and
other technical operations through the the services we provide.
The quality policy and quality objectives are relevant to the SCWD’s organizational goals and
the expectations and needs of its concessionaires. These concepts have been communicated to all
employees within the scope of the QMS. Quality concepts have been integrated into SCWD’s
culture.
SCWD Management ensures that its Quality Policy is understood. This is accomplished through
training, communication, and displays. The Policy is implemented by means of documentation,
and training about the Business Management System to meet the requirements of the Standard.
The Policy is maintained through Business Management Systems audits and corrective and
preventive action, and reviewed for continuing suitability through periodic Management
Reviews. Further, this Quality Policy is supported by the quality objectives listed in this Business
Operating Manual (Section 5.4.1 Quality Objectives).
8.4 Planning
8.4.1 Quality Objectives
SCWD Management establishes quality objectives at all relevant functions and levels within the
organization. The objectives are derived from SCWD’s Quality Policy and SCWD’s corporate
policies. The quality objectives are documented and are reviewed by the management.
The quality objectives are measurable and consistent with the quality policy, including
commitment to continual improvement. Quality objectives include those needed to meet all
contracted requirements. Inherent in the entire set of quality objectives is a focus on
concessionaires’ satisfaction.
8.4.2 Quality Management System Planning
SCWD Management has identified and planned the resources needed to achieve its quality
objectives. The results are documented in management reviews. Quality planning addresses
continual improvement of the QMS and assures that change is conducted in a controlled manner
so that the integrity of the QMS is maintained during this change.
The Quality Plan identifies the core and support business processes of the QMS, and is
documented in the form of references to associated Quality Procedures. The Core Business
Processes represent how we turn opportunity into profitable outcomes. Its effectiveness is
maintained and enhanced by Support Processes. The identified Core and Support business
processes are indicated in the Figure.
Each core and support business process has a process owner who has the prime responsibility for
ensuring that the process:
achieves its objectives, and
is under continual review for improvement.
The Quality Plan describes the overall plan for quality assurance. The quality plan consists of
Core processes and their interactions,
Support processes and their interactions,
Process and Responsibility matrix, and
Appropriate outputs of management review, such as supporting resources.
The Quality Plan is assessed for on-going suitability and effectiveness during management
review meetings.
8.5 Responsibility, Authority and Communication
8.5.1 Responsibility and Authority
SCWD top management of functions and their interrelations within the organization, including
responsibilities and authorities; and those are communicated in order to facilitate effective
quality management.
SCWD ensures the responsibility, authority and interrelationship of personnel who manage,
perform, and verify work affecting quality is defined and documented, particularly for personnel
who need the organizational freedom and authority to:
Initiate action to prevent the occurrence of any nonconformance relating to service, process, and management systems,
Identify and record any problems relating to the service, process, and management systems,
Initiate, recommend, or provide solutions through designated channels,
Verify the implementation of solutions,
SCWD organization chart shows the organization of the department and the relationships to the
Board of Directors as its policy-making body. Relationships to other parts of the structure are
documented and are available website.
8.5.2 Management Representative
SCWD top management a WSP team leader. This individual, irrespective of other
responsibilities, has the defined authority to:
Ensure that the processes of the QMS are defined.
Ensure that the Quality Management System requirements are established, implemented and maintained in accordance with the standards and other mandates of regulatory
agencies,
Report to the management on the performance of the QMS, including needs for
improvement.
Promote awareness of customer requirements and feedback throughout the organization.
He also acts as the liaison between SCWD department and other third parties on matters
concerning the QMS.
8.5.3 Internal Communications
SCWD management ensures that communication is maintained between its various levels and
functions regarding the processes of the QMS and their effectiveness. This is accomplished via
the website, various quality meetings, and other internal publications.
8.6 Management Review
8.6.1 General
SCWD management reviews the QMS at planned intervals to ensure its continuing suitability,
adequacy and effectiveness. The review evaluates the need for changes to the organization's
QMS, including its quality policy and quality objectives.
8.6.2 Review Input
Inputs to management review include but are not limited to current performance and
improvement opportunities related to the following:
results of audits;
customer feedback;
process performance and product conformance;
status of preventive and corrective actions;
follow-up actions from earlier management reviews;
changes that could affect the QMS; and
recommendations for improvement of the system.
8.6.3 Review Output
The outputs from the management review include but are not limited to decisions and actions
related to:
improvement of effectiveness of the QMS and its processes;
improvement of product related to customer requirements; and
resource needs.
Results of management reviews are recorded.
9. RESOURCE MANAGEMENT
9.1 Provision of Resources
SCWD management determines and provides, in a timely manner, the resources needed:
to implement, maintain and improve the effective operations of the QMS processes, and
to enhance customer satisfaction by meeting requirements.
These resources are assessed and reviewed on a periodic basis consistent with annual and
strategic business planning activities.
9.2 Human Resources
9.2.1 Assignment of Personnel
Personnel who are assigned responsibilities directly or indirectly affecting water quality
requirements are determined to be qualified and competent based on education, training,
observed skills, and experience.
9.2.2 Competence, Awareness, and Training
SCWD identifies training needs and provides for the training of all personnel performing
activities affecting quality. Personnel performing specific assigned tasks are qualified on the
basis of appropriate education, training, observed skills, and experience, as required.
A training plan is prepared and scheduled annually with periodic updates.
Training is provided either on or off the job, internally or externally, as appropriate. The ongoing
effectiveness of training is periodically assessed by observation, proficiency testing or other
appropriate means.
SCWD ensures that its personnel are aware of the relevance and importance of their jobs and
how they contribute to the achievement of the quality objectives.
It securely retains duplicate copies of training records in the form of attendance sheets,
certificates of proficiency and/or completion for all employees. Original copies of these records
are maintained by Administrative Services Division, which is outside the scope of this QMS.
9.3 Infrastructure
SCWD identifies, provides and maintains the facilities and infrastructure it needs to achieve
service quality, including:
workspace and associated facilities, including utilities;
process equipment, hardware and software;
supporting services such as telephone, internet connection, etc.
9.4 Work Environment
SCWD identifies and manages the human and physical factors of the work environment needed
to achieve conformity of service quality.
10. SERVICE REALIZATION
10.1 Planning of Service Realization
Upon receipt issues regarding water quality in relation to standards set by different regulatory
agencies, SWCD management plans the sequence of processes required to realize the specified
requirements. Planning the processes for the realization of service quality includes but is not
limited to the functions listed below.
Prepare documentation and data that describes how the processes of the QMS are applied to a specific service. These are referred to as calibration procedures or calibration
documents. Such documents describe the quality objectives and requirements, the
sequence of processes and sub-processes required to achieve the contracted services
including specified performance objectives. Quality plans are consistent with the other
requirements of the organization's QMS and are documented in a form suitable for the
department’s method of operation.
Identify and document suitable verification, validation, monitoring, process measurement, inspection, and testing at appropriate stages of the service.
Identify and acquire controls, processes, equipment, fixture, resources, and skills that are
needed to achieve the required quality.
ddress for compatibility the delivery of service, calibration process, installation, servicing, inspection and test procedures, and the applicable documentation.
Address the need to develop and implement new techniques, and the criteria for acceptance, as necessary.
Address measurement requirements involving capability that exceeds the known state of the art.
Clarify standards of acceptability, including those that contain a subjective element.
Identify quality records that are necessary to provide confidence of conformity of the processes and results, and the records are maintained as described in documented
procedures.
10.2.3 Communication
SCWD identifies and implements arrangements for communication with its concessionaires
relating to:
Water quality information;
Request for water quality testing
Feedback, including customer complaints
10.3 PURCHASING
Purchasing of materials, supplies, and services is not a burdensome requirement for Mythical
True Value Metrology. In most cases, Mythical Airlines is considered the supplier of all
purchasing services.
All purchases of items, materials, items or services requiring a purchase order, contracted services, and so on are largely handled by the BAC and or/other SCWD
policies and procedures and therefore outside the scope of this QMS.
Much of the purchasing process uses SCWD requirements, controls and staff, which are outside the scope and controls of the QMS.
Suppliers that may be used with a purchase order or through the electronic business-to-
business system are controlled by the BAC, which are outside the scope of this QMS.
Some materials and supplies are obtained from stocks.
Support processes are supplied and controlled by other SCWD units.
Mythical True Value Metrology maintains a list of local and Manila-based suppliers and the
materials or services they provide, but suppliers are primarily managed at the corporate level and
must be listed in the corporate enterprise management system database. Inspection and
acceptance reports and documents are provided as a requisite in the procurement system.
10.3.1 Purchasing Process
SCWD ensures that purchased products and services conform to technical specification and the
minimum requirement and are purchased from approved sources. Purchasing control is
dependent on the type of product, on the effect on subsequent service realization processes and
their output, and where applicable, on the quality audit reports and/or quality records of
suppliers’ previously demonstrated capability and performance. In all cases, incoming product is
not used until it is inspected or otherwise verified against specified requirements. SCWD has
established and maintains local records of acceptable suppliers.
10.3.2 Purchasing Information
SCWD requires that purchasing documents contain data clearly describing the product ordered
including, where appropriate, requirements for approval or qualification of
product and/or services,
procedures,
processes,
equipment, and
personnel
All appropriate and relevant contract clauses have been supplied to SCWD BAC and
procurement units, and all requests for external services or supplies identify the relevant clauses
to be used. All purchasing documents are reviewed and approved to ensure the adequacy of
specified requirements contained in the documents prior to their release to requesting units.
10.3.3 Verification of Purchased Product
SCWD identifies and implements the activities necessary for verification of purchased products
and/or services to ensure that purchase specifications are met.
SCWD ensures that incoming material is not used or processed until it has been inspected or
otherwise verified to specified requirements. Verification of conformance is in accordance with
the quality plan and/or documented procedures.
SCWD has determined the amount and nature of receiving verification, based on the extent of
control exercised at the supplier premises and the recorded evidence of conformance provided.
Verification of purchased product or service by SCWD at the supplier’s premises is not required
at this time. If it ever does become a requirement, this process will be re-evaluated.
Verification of purchased product or service by the Customer is not required at this time. Such
verification would require additional measures and the customer does not have the facilities,
measurement standards, or qualified personnel to perform the verification. If it ever does become
a requirement, this process will be re-evaluated. However, this does not absolve SCWD of the
responsibility to provide acceptable product, nor will it preclude subsequent rejection by the
customer.
11. MEASUREMENT, ANALYSIS & IMPROVEMENT
11.1 General
SCWD defines, plans, and implements the measurement and monitoring activities needed to
ensure conformity and achieve improvement. This includes the determination of the need for,
and use of, applicable methodologies including statistical techniques.
11.2 Monitoring and Measurement
11.2.1 Customer Satisfaction
SCWD monitors information on customer satisfaction and/or dissatisfaction as one of the
measurements of performance of the QMS. The quality manager determines the methods for
obtaining and using this information.
11.2.2 Internal Audit
SCWD conducts periodic internal audits, or schedules equivalent audits by other SCWD units or
by external contractors. The purpose of the internal audit is to determine whether the
department's QMS:
conforms to the requirements of the Standard;
is being effectively implemented and maintained.
Internal quality audits are planned and scheduled on the basis of the status and importance of the
activity to be audited. Trained personnel independent of those having direct responsibility for the
activity being audited carry out the audits, thus ensuring that auditors do not audit their own
work. It currently schedules internal audits that are performed by SCWD’s own internal control
unit.
The results of the internal audits are documented and brought to the attention of the personnel
having responsibility for the area audited. Management personnel responsible for the area take
timely corrective action on the deficiencies found during the audit.
Follow-up activities verify and record the implementation of the corrective action, report the
verification results, and close out the audit. Subsequent audits verify the effectiveness of the
corrective actions taken.
Results of internal audits and the corrective action are submitted for management review.
11.2.3 Monitoring and Measurement of Processes
SCWD applies suitable methods for measurement and monitoring of the realization processes
necessary to meet water quality standards. These methods confirm the continuing ability of each
process to satisfy its intended purpose. Suitable methods are determined SCWD and may include
process control checks, proficiency tests, and other methods.
11.2.4 Monitoring and Measurement of Product
The purpose of SCWD is to measure and monitor the quality of water to ensure its compliance to
standards. This is carried out at appropriate stages by of the process and may include equipment
testing and/or inspection as required by the quality plan and/or documented work instructions.
Evidence of conformity with the acceptance criteria is documented. Records indicate the
authority responsible for release of product.
SCWD carries out final inspection in accordance with the quality plan and/or documented
procedures to complete the evidence of conformance of the finished product/service to specified
requirements.
The quality plan and/or documented procedures require that all specified inspections and tests,
have been carried out and that the results meet specified requirements.
Delivery of water from catchment to concessionaires’ premises does not proceed until all the
specified activities have been completed and the associated data and documentation are available
and authorized unless otherwise approved by the supervisors.
11.3 Control of Nonconforming Product
SCWD ensures that water provided which does not meet requirements is identified, controlled
where possible to prevent unintended use or delivery to the concessionaires, and corrected if it
has been delivered.
11.4 Analysis of Data
SCWD collects and analyzes appropriate data to determine the suitability and effectiveness of
the QMS and to identify improvements that can be made. This includes data generated by
measuring and monitoring activities and other relevant sources.
The data are analyzed to provide information on:
customer satisfaction and/or dissatisfaction;
conformance to customer requirements;
characteristics of processes, product and their trends;
performance of suppliers.
11.5 Improvement
11.5.1 Continual Improvement
SCWD plans and manages the processes necessary for the continual improvement of the QMS. It
facilitates the continual improvement of the QMS through the use of the quality policy,
objectives, audit results, analysis of data, corrective and preventive action and management
review.
11.5.2 Corrective Action
SCWD takes corrective action to eliminate the cause of identified nonconformities in order to
prevent recurrence. Corrective actions are appropriate to the impact of the problems encountered.
It defines requirements for:
identifying nonconformities (including customer complaints);
determining the causes of nonconformity;
evaluating of the need for actions to ensure that nonconformities do not recur;
determining and implementing the corrective actions needed;
recording results of action taken;
review and evaluation of corrective action taken to assess its effectiveness.
11.5.3 Preventive Action
SCWD identifies preventive actions to eliminate the causes of identified potential
nonconformities to prevent initial occurrence. Appropriate sources of information such as
processes and work operations results which affect product quality, concessions, audit results,
quality records, service reports, and customer complaints are analyzed to detect preventive action
possibilities. Preventive actions taken are appropriate to the impact of the potential problems. It
defines requirements for:
identification of potential nonconformities and their causes;
determination of the steps needed to eliminate identified causes and completion of the
preventive action implementation;
recording results of action taken;
review and evaluation of preventive action taken to assess its effectiveness;
ensuring that relevant information on actions taken, including changes to procedures, is
subject to management review.
