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Section 5: CORE PROCESS

Reference Code: DTIQM-05 Revision No. 1-1 Date Effective: August 2, 2021

5.1 DTI CORE PROCESSES (Clause 4.4)

DTI core process consists of the following key trade and industry services:
• Provision of Information Services
• Provision of Business Development Services
• Issuance of Permits and Licenses
• Consumer Protection Services
• Consumer Complaints Handling

5.2 LIST OF PROCESSES WITH THEIR INPUTS AND OUTPUTS

Key Processes Inputs Outputs

Communication, Education Seminars/Trainings/Fora/Conferen


1. Consumer Advocacy and Information ces, Press Briefings/Conferences,
materials/collaterals Radio and TV guestings

2. Provision of Trade and Statistical data; trade information;


stakeholders’ requests
Industry Information publications

Marketing and operations


request from clients (verbal,
3. Business Counseling management information;
written, walk-in)
network; referrals

project proposals;
invitations; application
forms; criteria for
Promotion and Sales; Linkage;
4. Conduct of Trade Fair participation client requests
Sales;
Products & Exhibitors;
Potential Market; Buyer &
Sellers;

Training Needs Assessment;


5. Conduct of Training Stakeholders
Satisfactory Training
Consultation/Letter request
from clients; MSMED Plan

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Section 5: CORE PROCESS
Reference Code: DTIQM-05 Revision No. 1-1 Date Effective: August 2, 2021

application form and


6. Accreditation of Service & supporting documents;
Accreditation Certificate
Repair Enterprises PD 1572 (requirements &
process)

sales promo application; DAO


7. Issuance of Sales Promo 2:1993; DAO 10-2:2010; DTI-
Sales Promo Permit
Permit DOH JAO 01:2000; DOH AO
No.2015-0038 s. 2015

Application form; Act 3883;


8. Registration of Business Name BN Registration Certificate
DAO 18-07; PBR system

9. Issuance of BMBE application form; RA 9178


BMBE Certificate of Authority
Registration (BMBE law)

Consumer Complaints; DAO


05: 2007; Formal complaints; Mediation Agreement; Certificate
10. Consumer Complaints
DAO 7:2006; DAO 13-2:2013; to File Action (CFA); Decision/Final
Handling
DAO 20-02:2020; Order

FTL Compliance report;


DO 18-122:2018 ; DAO
monitoring/surveillance report;
02:2007 (and other
enforcement report; Show Cause
11. Monitoring and Enforcement applicable FTLs); DAO 18-
Order, Notice of Violation,
of Fair Trade Laws 122:2018; Consumer Act of
Incident Report, inventory of
the Philippines; consumer
nonconforming products, formal
complaints;
charge

Previous Price/Supply
Weekly and monthly Price/Supply
12. Price Monitoring Monitoring Reports; , Price
Monitoring Report: Updated
Monitoring Guidelines,
prices in E-Presyo; CWD report
RA 7581; SRP List

5.3 OPERATIONAL PLANNING AND CONTROL (Clause 8.1)

DTI shall plan, implement, and control the processes to provide quality services to its clients. Process
owners shall ensure that requirements for products and services are determined and met.

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Section 5: CORE PROCESS
Reference Code: DTIQM-05 Revision No. 1-1 Date Effective: August 2, 2021

Specific acceptance criteria for processes are specified in the Operational Plan as well as specific
requirements for products and services indicated in the different statutory requirements and
procedures.

Documented information used to provide evidence of determination of resources needed includes


the Work and Financial Plan (WFP), Budget Execution Document (BED), Project Procurement
Management Plan (PPMP), and Annual Procurement Plan (APP).

Process owners shall retain records to provide evidence that activities are carried out as planned and
provide information that these services meet requirements.

5.4 DETERMINING REQUIREMENTS RELATED TO SERVICES (Clause 8.2)

DTI abides with its Citizen’s Charter. Customer-related requirements are determined through the
conduct of participatory meetings/consultations with stakeholders and results of client feedback
mechanisms. These are defined in proposals, agreements, terms of reference, letter of request, letter
of intent, applications, among others. All these are reviewed and approved by appropriate offices as
defined in the DTI issuances.

Services offered by DTI are primarily communicated through the Citizen’s Charter for frontline
services, invitations, or other forms of media. The Citizen’s Charter provides information as to the
requirements needed and the process flow of service to be provided.

The appropriate units shall determine requirements for services to be offered to the
customers. During planning, the organization shall determine the different customer, statutory,
regulatory, and organizational requirements. The appropriate units shall also review these
requirements if DTI can meet the claims it offers.

5.5 DESIGN AND DEVELOPMENT OF PROGRAMS AND SERVICES (Clause 8.3)

Design and development for DTI operations pertain to a set of processes that transforms
requirements for a service, program, project, or process into a more detailed requirement. These
processes typically happen during the conceptualization of a particular service, program, project or
process. For example, a concerned office/bureau may determine the requirements of clients and
develop a proposal to identify the needs and expectations of the different interested parties, the
objectives of the project, and activities to be performed to address the needs and expectation and
meet the objectives of the project

Design and development activities and its evidences may apply to the following:

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Section 5: CORE PROCESS
Reference Code: DTIQM-05 Revision No. 1-1 Date Effective: August 2, 2021

Design and Development Activity Outputs / Records and evidence

1. Development of training,
Course Design, Course Outline, Programs, Project
seminars, summits, consultations,
Proposals,
advocacies, and conferences

2. Project & Program Management Project Proposal, Concept Papers, Program Design

Feasibility Studies, Concept Papers, Business Plans,


Project Briefs, Legal References, policy briefs, policy
3. Research
papers, briefings/position papers, and trade policy
formulations

Design and development activities are generally incorporated in the different manuals, procedures,
work instructions, and guidelines of DTI. These include planning, verification, validation, resource
identification, allocation of responsibilities and authorities, determining requirements, and retaining
documented information necessary.

The design and development of services depend on client needs as far as business development and
policy development are concerned, which are identified by the client and the DTI Management.
Planning of design and/or development activities include the requirements listed below:

1. Identification of design and development stages

2. Identification of review, verification, and validation activities

3. Identification of cross-functional teams, which may require division collaboration

4. Designation of responsibilities and authorities

5. Resource requirements i.e. logistics, human resource, financial

6. Identification of functional / performance verification/test requirements

7. Identification of applicable statutory requirements

Records may be in the form of charts, minutes of meetings, log frame, project proposals, and other
forms deemed appropriate and necessary by the concerned DTI bureau/office.

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Section 5: CORE PROCESS
Reference Code: DTIQM-05 Revision No. 1-1 Date Effective: August 2, 2021

5.6 CONTROL OF SERVICE PROVISION (Clause 8.5)

DTI services shall be carried out in a manner that will consistently deliver quality outputs in terms of
products and services. To provide quality services, the following shall be applied to different
processes, as applicable.

1. the availability of documented information that defines the services to be provided and
activities to be performed may be in the form of Process Control Sheets, Citizen Charters
guidelines, and other external documents.
2. the desired results needed to be achieved as stated in the Quality Objectives and Plans,
Program Objectives, Service Requirements, and other similar documents.
3. the implementation of monitoring and measuring activities at appropriate stages to verify
that criteria for control of processes or outputs, and acceptance criteria for product and
services have been met.
4. the use of suitable infrastructures such as equipment, hardware and software, IT systems,
skills training paraphernalia, and transport services.
5. the provision of a suitable environment for the operation of the process like a venue for
training, seminars, and conferences, receiving area for visitors, exhibit areas, mediation room,
warehouse, and office spaces.
6. provision or hiring of competent personnel / capacitating of existing personnel that meets the
required qualification to perform the process or activity.
7. conduct of validation for special processes where the resulting output cannot be verified by
subsequent monitoring and measurement activities
8. the implementation of actions to prevent human errors.
9. The implementation of release, delivery and post-delivery activities.

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Section 5: CORE PROCESS
Reference Code: DTIQM-05 Revision No. 1-1 Date Effective: August 2, 2021

Figure 5.1
CONTROL OF SERVICE PROVISION FRAMEWORK

Identification and Traceability (Clause 8.5.2)


Identification and traceability of services under DTI shall include a method of identifying outputs in
different phases. E.g. Transaction Reference No. (TRN) for business names, Case no. for consumer
complaints.

Customer Property (Clause 8.5.3)


The Process Owner identifies the property of customers related to the process and
protects/safeguards such property by observing proper document tracking and control of records. If
any customer property is lost, damaged, or found unsuitable for use, the Process Owner immediately
reports this to the customer.
Customer property that needs to be safeguarded from unauthorized access and use includes personal
data obtained from different DTI clients. These data shall be handled with the utmost confidentiality.

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Section 5: CORE PROCESS
Reference Code: DTIQM-05 Revision No. 1-1 Date Effective: August 2, 2021

Preservation of Service (Clause 8.5.4)


The DTI maintains the integrity of its services, documents, and records through effective records
management. DTI shall ensure that strict confidentiality is to be observed when handling information
about its clientele.

Post Delivery Activities for Service Provision (Clause 8.5.5)


Post-delivery activities apply to processes under the issuance of permits and licenses. Process owners
shall ensure that clients are informed on the validity dates and expiration of the issued license and
permits. Information to be provided shall include notification of possible consequences in case there
are violations of fair trade laws which may include the revocation of issued license s and permits or
issuance of notice of violations.

Control of Changes (Clause 8.5.6)


When there are changes in the implementation of the established processes, process owners shall
ensure that conformity to statutory and regulatory requirements will still be met. The changes to be
documented shall include the material change in the Project Proposal, Change of Venue of Training
or Rescheduling of Business Consultancy Activities, and the like. Clients and/or other partner agencies
shall be promptly notified of these changes. Documented information shall be retained to document
these changes which shall include the persons authorizing the change.

5.7 RELEASE OF PRODUCTS AND SERVICE (Clause 8.6)

Release of products and services to the clients shall not proceed until all requirements have been
satisfactorily completed as specified in item 5.2 of this section. The process owners shall ensure that
records and evidences needed to demonstrate that criteria have been met shall be retained
appropriately which includes the name and signature of the person authorizing the provision of
services to the clients. The process owners shall ensure that statutory and regulatory requirements
are met prior to release.

5.8 CONTROL OF NONCONFORMING OUTPUTS (Clause 8.7)

It shall be the general policy of the organization that there will be no nonconforming products and
services that shall reach its client. Hence, appropriate monitoring and measurement activities shall

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Section 5: CORE PROCESS
Reference Code: DTIQM-05 Revision No. 1-1 Date Effective: August 2, 2021

be carried out at different stages to ensure that nonconforming products or services are detected
and handled properly, such as errors in the information in the price monitoring reports prepared.

In cases, that there will nonconforming products or services, those shall be handled appropriately
through correction and other necessary actions.
Specific actions on how to deal with nonconforming outputs shall be handled as specified in the
Control of Nonconforming Products and Services Procedure.

Prepared by: Reviewed by: Approved by:

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ROBERT ALVIN T. ARCEO EDGAR C. HERRERA IRENEO V. VIZMONTE


Overall Quality Coordinator and Overall Internal Quality Audit Overall Quality Management
Document Controller Chair Representative

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