ISO 9001:2015 QUALITY

MANAGEMENT SYSTEM OVERVIEW

ISO (International Organization for Standardization) is
a worldwide federation of national standards bodies.

It relates to ISO standards. ISO Certification is a

certifying body's assurance that a service, product or
system meets the requirements of the standard. While
ISO develops the standards, third-party certification
bodies certify conformity with those standards.

Composed of 10 Clauses. Seven of these clauses are

AUDITABLE.
MANDATORY REQUIREMENTS
Here are the documents you need to produce if you want to be compliant with ISO
9001:2015.

Requirement Office / Personnel Concerned

•Scope of the QMS (clause 4.3) QMR
•Quality policy (clause 5.2) QMR/All Offices
•Quality objectives (clause 6.2) All Offices
•Criteria for evaluation and selection of suppliers (clause 8.4.1) BAC/Procurement
•Records of training, skills, experience and qualifications (clause 7.2) HR/ All Offices
•Product/service requirements review records (clause 8.2.3.2) Frontline Services
•Characteristics of product to be produced and service to be provided (clause 8.5.1) Frontline Services
•Records about customer property (clause 8.5.3) All Offices / Frontline
•Production/service provision change control records (clause 8.5.6) All Offices
•Record of conformity of product/service with acceptance criteria (clause 8.6) All Offices
•Record of nonconforming outputs (clause 8.7.2) IQA/QMR
•Monitoring and measurement results (clause 9.1.1) Top Management/CSS/QMR
•Internal audit program (clause 9.2) IQA/QMR
•Results of internal audits (clause 9.2) IQA/QMR
•Results of the management review (clause 9.3) QMR/Top Management
•Results of corrective actions (clause 10.1) IQA/All Offices
 Republic of the Philippines
CITY OF ISABELA
Province of Basilan
City Mayor’s Office

ISO 9001:2015 REVIEW OF REQUIREMENTS AND

POSSIBLE EVIDENCE TO BE CHECKED DURING
THE AUDIT
 Republic of the Philippines
CITY OF ISABELA
Province of Basilan
City Mayor’s Office

ISO 9001:2015 CLAUSE 4.1, 4.2, 6.1 CONTEXT OF THE

ORGANIZATION

• Risk Assessment of the Issues and Interested Parties

• List of Issues of the Office
• List of the Requirement of Interested Parties
Republic of the Philippines
CITY OF ISABELA
Province of Basilan
City Mayor’s Office
ISO 9001:2015 CLAUSE 4.1, 4.2, 6.1
Republic of the Philippines
CITY OF ISABELA
Province of Basilan
City Mayor’s Office

ISO 9001:2015 CLAUSE 4.1, 4.2, 6.1

 Republic of the Philippines
CITY OF ISABELA
Province of Basilan
City Mayor’s Office

ISO 9001:2015 CLAUSE 5.2 QUALITY POLICY

• QP is communicated / disseminated during flag ceremony,

internal meetings and posting at conspicuous places.
 Republic of the Philippines
CITY OF ISABELA
Province of Basilan
City Mayor’s Office

THE QUALITY POLICY OF THE LGU ISABELA CITY

We, at the LGU Isabela City de Basilan, commit to satisfy the needs and
pursuit of all Isabeleños towards a happy, flourishing, and vibrant City,
where unity in diversity is celebrated and harnessed.
We shall achieve this, thru:
H ealthy and educated citizenry;
A n effective, efficient, transparent, and
P articipatory governance;
I mmediate care for vulnerable members of the society;
S ustainable Tourism;
A safe, secured and resilient community;
B eautiful, clean and protected environment;
E conomically progressive community;
L ively, proud and culturally-diverse city;
A nd synergy.
We shall constantly explore and adopt new ideas, latest technologies,
and best practices, while maintaining highest ethical standards,
competence, and professionalism. Thus, we fully commit to implement
and continually improve our Quality Management Systems by
conforming to the ISO 9001:2015 standards and other statutory
requirements.
“A happy life.
A happy service.
A happy city.”
#HAPIsabela
 Republic of the Philippines
CITY OF ISABELA
Province of Basilan
City Mayor’s Office

ISO 9001:2015 CLAUSE 5.3 ROLES, RESPONSIBILITIES AND

AUTHORITIES

• Prepare Office Organizational Structure / Table of Organization

• Ensure all workers have Position Description Form and
Contracts for all Job Orders
 Republic of the Philippines
CITY OF ISABELA
Province of Basilan
City Mayor’s Office

ISO 9001:2015 CLAUSE 6.1 RISK AND OPPORTUNITIES AND

ACTION PLAN TO ADDRESS THEM

• Ensure you know the process of the risk assessment and prepare
the Risk Assessment that was discussed in Clause 4.1 and 4.2
 Republic of the Philippines
CITY OF ISABELA
Province of Basilan
City Mayor’s Office

ISO 9001:2015 CLAUSE 6.2 QUALITY OBJECTIVES

• Prepare and have the Quality Objectives monitored and updated.
• This should be based on the Quality Policy (9-point agenda of Mayor)
• May refer to the Strat Plan
Republic of the Philippines
CITY OF ISABELA
Province of Basilan
City Mayor’s Office
 Republic of the Philippines
CITY OF ISABELA
Province of Basilan
City Mayor’s Office

ISO 9001:2015 CLAUSE 6.3 MANAGEMENT OF CHANGE

• Changes introduced or upcoming changes in the office must be

discussed.
 Republic of the Philippines
CITY OF ISABELA
Province of Basilan
City Mayor’s Office

ISO 9001:2015 CLAUSE 7.1 RESOURCE PROVISION

• Discuss the manpower of your office – number of employees and

the structure
• Discuss the provision of equipment and facility of the office and
its changes
• Discuss the work environmental condition of the office and the
planned changes
 Republic of the Philippines
CITY OF ISABELA
Province of Basilan
City Mayor’s Office

ISO 9001:2015 CLAUSE 7.2 COMPETENCE AND 7.3 AWARENESS

• Discuss the competence of your personnel and how they are

been made aware of your directions
• Please present your bulletin board or equivalent

ISO 9001:2015 CLAUSE 7.4 COMMUNICATION

• Discuss the Citizen charter if applicable

• Office labels and Table Name tags, and IDs
 Republic of the Philippines
CITY OF ISABELA
Province of Basilan
City Mayor’s Office

ISO 9001:2015 CLAUSE 7.5 & 8.1 CONTROL OF DOCUMENTED

INFORMATION AND PLANNING

• Discuss your Service Manual and the controls

• Discuss how the process of controlling communications
 Republic of the Philippines
CITY OF ISABELA
Province of Basilan
City Mayor’s Office

ISO 9001:2015 CLAUSE 8.5 PRODUCTION AND SERVICE

PROVISION
• Discuss how many division in your office and its corresponding
units

ISO 9001:2015 CLAUSE 9.1.2 CUSTOMER SATISFACTION

• Discuss the Client Satisfaction Feedback Result of your office

• Please prepare for the Client Satisfaction Feedback analysis
• Discuss client complaint if any
 Republic of the Philippines
CITY OF ISABELA
Province of Basilan
City Mayor’s Office

ISO 9001:2015 CLAUSE 9.2 INTERNAL QUALITY AUDIT

• Discuss the result of audits in your office and present data

• Discuss the Request for Actions if any

ISO 9001:2015 CLAUSE 9.3 MANAGEMENT REVIEW

• Discuss the management review presentation of your office

MANAGEMENT REVIEW
9.3.2 Management review inputs
The management review shall be planned and carried out taking into consideration:

a) the status of actions from previous management reviews;

b) changes in external and internal issues that are relevant to the quality management system;
c) the adequacy of resources;
d) the effectiveness of actions taken to address risks and opportunities (see 6.1);
e) opportunities for improvement.
f) information on the performance and effectiveness of the quality management system,
including trends in:

1) customer satisfaction and feedback from relevant interested parties;

2) the extent to which quality objectives have been met;
3) process performance and conformity of products and services;
4) nonconformities and corrective actions;
5) monitoring and measurement results;
6) audit results;
7) the performance of external providers;
 Republic of the Philippines
CITY OF ISABELA
Province of Basilan
City Mayor’s Office

UPDATES
• Timeline
• Scope of Audit / Process Map
• Client Satisfaction Survey
• Stamps
• Forms / Letterhead
• Change in the Name: OCM to CMO
TIMELINE
DATE ACTIVITY OUTPUT

Nov 14 – 18 Internal Audit Training Trained Internal Auditors

November 21-25 Internal Audit Result of the Internal Audit

December 2 Management Review / Minutes of the Management

YEAR END ASSESSMENT Review

December 14-16 Certification Audit ISO Certificate

SCOPE OF AUDIT
CORE PROCESS:
PROVISION OF PUBLIC ADMINISTRATION
FOR FRONTLINE SERVICES
CORE PROCESSES
OFFICE SERVICES
1. City Mayor’s Office a. Issuances and Correspondences (i.e. Executive Order, Administrative Order, Memorandum
Order, Travel Order, etc.)
b. Issuance of Mayor’s Permits, Clearances, Certificates, etc.
c. Social Welfare Assistance (i.e. Financial Assistance)

2. City Planning and a. Zoning and Subdivision Application

Development Office
3. City Engineering Office a. Issuance of Buiding Permit, Occupancy Permit, and Certificate of Road Right of Way

4. City Health Office a. Issuance of Sanitary Permit for Business Establishments

b. Issuance of Health Card Certificate

5. City Treasury Office a. Issuance Tax Clearances and Receipts related to Business Applications.

6. City Assessor’s Office a. Assessment of Real Property Tax

7. City Civil Registry a. Registration of Birth, Marriage, and Certificate

b. Filing of Petition
c. Legitimation
 REVIEW AND IMPROVEMENTS
Support Process
Client Satisfaction
City Human Resource Management Office City Information Office
City General Service Office City Legal
City Accounting Office BAC
City Budget Office Records

Client / Applicant Client Satisfaction

Core Process
Office of the City Mayor City Treasurer Office
Regulatory City Planning and Development Office City Assessors Office
Permit, Licenses,
Requirement City Engineering Office
and Certificates
City Health Office
Internal
Requesting Parties Approved
for Issuances Issuances

Other Processes
PESO City Social Welfare and Development Office Client Satisfaction
City Tourism City Agricultures Office
City Cooperative Office City Risk Reduction and Management Office
City Population Office SP
City Civil Registry Office
City Veterinary Office

RISK MANAGEMENT
CLIENT SATISFACTION SURVEY CHRMO: Responsiveness
STAMPS
FORMS / LETTERHEAD
Numbering System: Office-Division-Section-F00-Rev.0-08/02/2022

Abbrev. Document Type

QM Quality Manual
SM Service Manual
QP Quality Procedure
F Form
S Plans and Specification
FORMS / LETTERHEAD
HOW FORMS ARE CREATED/ REVISED?
1. Fill up Document Creation Notice (DCN) Form.
2. Assign document CONTROL NUMBER.
3. Register Form to the DCN Logsheet.
4. Print ORIGINAL COPY and stamp with “ORIGINAL COPY”.
5. Distribute to offices concerned.
6. Once a form is revised. Collect old forms and stamp with “OBSOLETE”.
New LETTER HEAD

Control Number
OFFICE NAMES
Before After Basis

Office of the City Mayor City Mayor’s Office RA 9023

Office of the City Human City Human Resource

Resource Management Management Office
City Treasurer’s Office City Treasury Office

Office of the City Civil Registrar City Civil Registry Office

City Veterinarian Office City Veterinary Office RA 9023:

Office of the Veterinary Services
City Accountant’s Office City Accounting Office RA 9023:
Office of the Accounting and
Internal Audit Services

https://republicact.com/docs/statute/9807/ra-9023-charter-city-isabela#!
SUMMARY: THINGS TO PREPARE
1. Risk Assessment: Internal and External Issues
2. Risk Assessment: Interested Parties Needs and Expectations
3. Quality Objectives
4. Organizational Structures
5. Quality Policy
6. Quality Manual
7. Bulletin Board
8. Citizen Charters
9. Office Labels, Name Tags, IDs
10. Client Satisfaction Surveys
11. Registered Forms
12. ISO Mandatory Procedures
THANK YOU
 YEAR END CELEBRATION
Proposed Schedule: Between Dec 19 – 23, 2022, 10:00AM – 3:00PM

Raffle Draw: Ask possible sponsors – BAC, Sir Jam, ICEA, SP, Vice Gov, BM, Department
Heads

Food: Pack Lunch, by Office or Cluster Grocery Package: per employee

Logistics: Theme: Floral/Hawaiian/Beach Attire

Sound System – IT
Tent – CHO, CDRRMO, GSO
Tables and Chairs – GSO, Caterers
Transportation – per office
Games – CIO / CHRMO