BPSU Key Officials, faculty and staff underwent training from January 24-27, 2017 on ISO 9001:2015 Quality Management System in preparation for ISO certification. The Training Course on ISO 9001: 2015 Quality Management System Requirements and Documentation was designed for the BPSU QMS Core Team to provide an in-depth discussion on the principles and requirements of ISO 9001:2015 and to establish and formulate required information to be documented.
Day 1. Orientation
The orientation for top management was held on the first day of the four-day training. It was attended by some University Key Officials including the Vice President for Academic Affairs, Dr. Emmanuel C. Macaraeg; Director Magdalena Abella of Balanga Campus; Orani Campus Director, Dr. Yolanda B. Simbul; Dinalupihan Campus Director, Dr. Maria Fe V. Roman; Main Campus Director, Dr. Flora D. Canare; directors of various services; deans of different colleges; heads of various offices and faculty members.
In the afternoon session, an orientation was also given to another set of audience which included faculty, office staff, and personnel. Their participation to the orientation was equally important as Quality Management System is not only a concern of the University’s Key Officials but of everyone who belongs to the BPSU community as well. The orientation ensured that each member of the BPSU community is engaged in working towards the implementation of quality service.
One of the highlights of the orientation was the penning of the participants’ statement of commitment, a ceremony where all affirmed their commitment to fulfill their roles and responsibilities in the effective implementation and sustenance of the ISO 9001:2015 Quality Management System.
Day 2. Module 1-2
The discussion of the first module commenced on the second day of the training. Ms. Annie V. Abaya, Ms. Sharon P. Lulu and Ms. Angela C. Vargas, who compose the team of resource persons from the Development Academy of the Philippines (DAP), took the lead in discussing the concept of Quality Management System. Several activities and group presentations were conducted to encourage the participation of the attendees in the discussion. Emphasis was put on the Seven (7) Quality Management Principles that include Customer Focus, Leadership, Engagement of People, Process Approach, Improvement, Evidence-based Decision Making, and Relationship Management.
Aside from some essential concepts in Quality Management System, concerns that were relevant to BPSU were also tackled by the participants. The focus was on the assessment of awareness of the core team about the various processes involved in providing services to the different groups of clients of the University. Effective approaches to organizational processes became the focus of the discussion. Topics such as Process Approach, Elements of Process, QMS PDCA Cycle, Risk-Based Thinking, and Risks were comprehensively discussed.
Quality Management System (QMS) Requirements primarily explored the Context of the Organization which refers to the Organizational Environment, Business Environment and the Ecosystem. QMS directed the attention of the participants to determining the external and internal issues relevant to the organization’s purpose and strategic direction affecting its ability to achieve the QMS’ intended results. It also suggests ways on how to understand the needs and expectations of the interested parties such as the stakeholders or the persons or organization that can affect, be affected, or perceives itself to be affected by a decision or activity of the University. Module 2 also helped in determining the scope of QMS in the University.
One of the important topics of the training was discussed in the afternoon session, that is, Leadership. Commitment to leadership entails taking accountability for the effectiveness of the QMS, ensuring compatibility of the established quality policy and quality objectives with the organization’s context and strategic direction, ensuring integration of the QMS requirements with organization’s business processes, promoting the use of process approach and risk-based thinking, ensuring availability of resources, communicating the importance of an effective quality management and of conforming to the QMS requirements, ensuring that the QMS achieves its intended results, engaging, directing, and supporting persons to contribute to the effectiveness of the QMS, and promoting improvement.
A crucial component of quality management is Policy. Hence, the discussion was directed to Establishing the Quality Policy. Some of the measures of establishing quality policy are appropriateness to the purpose and context of the organization and supports its strategic direction, provision for a framework for setting quality objectives, and commitment to satisfy applicable requirements and to the QMS’ continual improvement.
According to the module, the Organization Roles and Responsibilities are critical to the establishment of QMS. Authority must be assigned for ensuring that QMS conforms to the requirements of ISO 9001, ensuring that the process are delivering their intended outputs, reporting on the performance of the QMS and on opportunities for improvement, ensuring the promotion of customer focus throughout the organization, and ensuring that the integrity of the QMS is maintained when changes to the QMS are planned and implemented.
Day 3. Module 2-3
The third day of the training started with a warm-up activity which was immediately followed by the discussion proper. Day 3 was allotted for the end part of Module 2 and the entire Module 3. The first topic of the training of the day was Planning. According to the module, planning is the process of stating objectives and then determining the most effective activities or accomplishments necessary to reach the objectives. This includes plan of actions that may address potential risks.
In the context of ISO 9001, risks relates to the uncertainty in achieving the following: providing confidence in the organization’s ability to consistently provide customers with conforming & quality goods and services, improving customer confidence and satisfaction, and establishing a proactive culture of prevention and improvement. The module also identified the different types of operational risks such as enterprise risk, project risk, and process risk.
Module 3 talked about Support. The resources, the people, the infrastructure, the environment for the operation process are the aspect of the organization that both may be sources of support and may be needing support. Monitoring and measuring resources are, therefore, crucial in the organization. There is a need to determine, provide, and maintain the monitoring and management of resources to ensure valid and reliable results when used to verify the conformity of products and services to requirements.
Day 4. Module 4-5
Day 4 started with warm-up exercise and a review of the previous discussions. The first topic of the day was Operations. Specifically, the module talked about operational planning and control. Some requirements are necessary to ensure effective planning and control, such as determining requirements for products and services, establishing criteria for processes and acceptance of products and services, determine resources needed, implementation control vis-à-vis criteria, determining, maintaining and retaining needed documented information, controlling planned changes, and ensuring control over outsourced processes.
The overall design and development of the operations is as important as the operations itself. In general, establishing and implementing appropriate design and development process ensure subsequent products and services. Some things to consider in the design and development process are requirement, complexities, expectations, involvement and interfaces, documentation, and resources.
Moreover, organizational operations’ effectiveness is measured during performance evaluation. The organization, therefore, shall evaluate the performance and effectiveness of the QMS. Monitoring, measurement, analysis and evaluation have important key points, these are process model, process matrix, documented procedures, and work instructions. Evaluation can be applied to Product and Service Conformities which is measured on the basis of course evaluation, product/service inspection support; Degree of Customer Satisfaction which is measured on the basis of customer satisfaction/dissatisfaction report, and customer complaints/feedback; Performance and Effectiveness of QMS which can be measured through performance accomplishments report; Effective Plan Implementation which can be measured based on action plan monitoring; Effectiveness of actions taken to address risks and opportunities measured by monitoring and evaluation results of risk management plan; Performance of External Providers measured by suppliers/consultants evaluation; and Need for Improvement to the QMS measured by analysis of all the preceding components.
Finally, every QMS requires Improvement. Hence, in general, improvement can be done by implementing actions to meet customer requirements and enhance customer satisfaction, improving products and services to meet known and predicted requirements, improving quality management system results. In other words, the organization shall continually improve the sustainability, adequacy, and effectiveness of QMS.