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INTRODUCTION
A. Background
The NTC commits to adopt a quality system to ensure that the Radio Maritime
Training Institution, Accreditation of Maritime Assessment Center and
Administration of GMDSS Radio Operators Examination meet the requirements
and standards of the 1978 STCW Convention, as amended of the International
Maritime Organization (IMO).
In order to achieve this objective, the NTC has established and maintains a quality
standards system.
Republic of the Philippines
Office of the President
NATIONAL TELECOMMUNICATIONS COMMISSION
QUALITY POLICY MANUAL
Document Title THE COMMISSION
Document Code Iii Reviewed by QAR
Revision No. 00 Approved by Commissioner
Revision Date 00 Page No. Page 2 of 3
B. MISSION
.
C. VISION
C O N TR O L L E D C O P Y
COPY NO. MASTER COPY
ISSUE NO. 01
APPROVED BY
GAMALIEL A. CORDOBA
Commissioner
Reproduction in part or in whole of this manual is strictly prohibited without
prior consent/approval of the Commissioner and should not be brought out of
the NTCs premises.
Republic of the Philippines
Office of the President
NATIONAL TELECOMMUNICATIONS COMMISSION
QUALITY POLICY MANUAL
Document Title QUALITY POLICY MANUAL OVERVIEW
Document Code QPM-ii Reviewed by QAR
Revision No. 00 Approved by Commissioner
Revision Date 00 Page No. Page1 of 2
The intention of this document is to establish a quality standards system for the
compliance of Regulation I/8 of the 1978 STCW Convention, as amended that can
also be certified under ISO.
It should be recalled that when the quality standards system was introduced as a
mandatory requirement under the 1995 amendments, there were different views
on how to carry out the mandate.
With the services of ISO consultants readily available, the ISO quality model was
virtually adopted for the compliance of the STCW.
But when the Philippine government was preparing its Report to the IMO before
01 February 2004 on the results of the independent evaluation required by
Regulation I/8 and Section A-I/7 of the STCW Code, there was difficulty in
consolidating the individual audit reports submitted by the various concerned
agencies. It was also noted that there were so many items under the existing QSS
Manual which are not relevant to the requirements of Regulation I/8.
It was therefore considered to review the existing quality standards system of the
Philippines as a Party to the STCW with the purpose of adhering to Regulation I/8
and the guidance in the STCW Code.
With the technical assistance from the IMO thru the MARINA and Human Element
Section, a 5-day seminar and workshop on Quality Standards System was
conducted in Bataan on April 4-8, 2005.
The Quality Standards System within the context of the STCW became clearer.
Misconceptions have been dispelled.
Republic of the Philippines
Office of the President
NATIONAL TELECOMMUNICATIONS COMMISSION
QUALITY POLICY MANUAL
Document Title QUALITY POLICY MANUAL OVERVIEW
Document Code QPM-ii Reviewed by QAR
Revision No. 02 Approved by Commissioner
Revision Date July 15, 2015 Page No. Page 2 of 2
Quoted from the introduction to the training document prepared by IMO are the
following: Many in the maritime industry have believed in the past that where a
quality standard system is required, it has to be a Quality Assurance System
based on the ISO 9000 series. However, the STCW Convention does not specify
an ISO 9000 series system. It merely requires a quality standards system to
control the activities that are regulated by the Convention. It would be quite
possible to be certified to ISO 9000, 9001 or 9002 and still not meet the
requirements of the STCW Convention.
In November 23, 2005, the Council in considering the need to improve and
harmonize the countrys quality standards system for effective control, issued
Resolution No. 05, series of 2005 entitled Establishing Guidelines in the
Implementation of Regulation I/8 of the 1978 STCW Convention, as amended,
and Section A-1/8 of the STCW Code.
On 30 April 2012, President Benigno S. Aquino III, President of the Republic of the
Philippines, issued Executive Order No. 75 designating the Department of
Transportation and Communications (DOTC), through the Maritime Industry
Authority (MARINA), as the single administration in the Philippines responsible
for the control, oversight and supervision over compliance with all qualifications,
requirements and conditions under the 1978 International Convention.
The said Resolution, EO 75 and RA 10635 became the basis of this document.
The QSS is designed under ISO 9001:2008. The Design and Development
requirement under ISO 9001:2008 is claimed as Exclusion under Clause 7 of the
Standard. Clause 7 does not apply to the services /products being provided by the
Commission within the context of the QSS.
Any amendment or revision to any page/s of the quality manual shall be approved
by the Commissioner and implemented by the Quality Assurance Representative
(QAR). The QAR shall be responsible for reviewing all amendments/revisions
before approval is given to any changes. Routing should be carried out to all key
personnel and holders of controlled copies of this manual, especially those
functions that are affected by the change. Any comments made during the routing
may be taken into consideration by the QAR when reviewing the Changes.
For any amendment or revision, the new issue or revision shall be distributed to all
holders of this manual according to its Distribution List.
At every change or amendment, only the page/s should be re-issued. The re-
issuance of the page/s shall cancel and replace all previous page/s. The amended
page shall be identified by amendment number and the date of amendment shall
be indicated.
A review of this quality manual shall be made at least once a year to reaffirm its
adequacy and conformance to current requirements of the Convention and the
Commission.
Republic of the Philippines
Office of the President
NATIONAL TELECOMMUNICATIONS COMMISSION
QUALITY POLICY MANUAL
Document Title MASTER LIST / DOCUMENT REVISION RECORD
Document Code QPM-iii Reviewed by QAR
Revision No. 03 Approved by Commissioner
Revision Date July 15, 2015 Page No. Page 2 of 2
The following are the functions of the Commission relating to the Accreditation of
Radio Maritime Training Institutions, Maritime Assessment Centers and
Administration of GMDSS Radio Operators Examination:
The following standards and references are relevant to the undertaking and in the
implementation of the Quality Standard System.
7. AUDITOR refers to the person with the demonstrated personal attributes and
competence to conduct an audit.
11. COMMISSIONER shall refer to the appointed head of NTC with executive
powers to direct its activities and implement its policies.
Republic of the Philippines
Office of the President
NATIONAL TELECOMMUNICATIONS COMMISSION
QUALITY POLICY MANUAL
Document Title DEFINITION OF TERMS
Document Code QPM-vi Reviewed by QAR
Revision No. 02 Approved by Commissioner
Revision Date July 15, 2015 Page No. Page 2 of 8
15. CUSTOMER refers to other member agencies, seafarers, RMTI, MAC who
are directly or indirectly dealing with them.
17. DOCUMENT a paper or any form of software containing information for the
establishment of facts, evidence or proof.
18. DQAM (Deputy Quality Assurance Manager) refers to the responsible person
who assists the QAM in the implementation of the QSS.
19. EVALUATOR refers to the person with demonstrated personal attributes and
competence to conduct monitoring and has technical expertise to the area
being monitored.
21. FIRST LEVEL Internal Quality Audit - Refers to the self-assessment conducted
on an annual basis by each member-agency to ensure continual improvement
of their Quality Standards System (QSS) and compliance to the requirements
of the 1978 STCW Convention, as amended.
23. GMDSS RADIO OPERATOR - shall refer to radio or deck officers authorized
to operate GMDSS radio communications equipment and its sub-systems.
27. INTERNAL QUALITY AUDIT (IQA) the office and person responsible for
evaluating whether or not quality systems are being implemented and make
recommendations to the Chairman to improve them.
30. MARITIME ASSESSMENT CENTER (MAC) Refers to the duly approved and
recognized maritime assessment center to conduct assessment of
competence of seafarers according to the requirements of the 1978 STCW
Convention, as amended.
34. MEMBER AGENCIES Refers to the six (6) Government Agencies involved
in maritime education, training and certification system:
37. MONITORING refers to series of evaluations carried out to verify the extent
of compliance with a formulated standards or degree of deviation from an
expected norm and ultimately, to ensure the achievement of defined program
and course objectives in accordance with the prescribed standards of
competence.
Republic of the Philippines
Office of the President
NATIONAL TELECOMMUNICATIONS COMMISSION
QUALITY POLICY MANUAL
Document Title DEFINITION OF TERMS
Document Code QPM-vi Reviewed by QAR
Revision No. 01 Approved by Commissioner
Revision Date August 8, 2013 Page No. Page 5 of 8
45. OBSERVER refers to a person who accompanies the audit team but does
not audit.
47. ORIGINATOR official or employee, unit, section, division or office where the
non-conformance occurs and where the preventive and corrective action
should be taken.
Republic of the Philippines
Office of the President
NATIONAL TELECOMMUNICATIONS COMMISSION
QUALITY POLICY MANUAL
Document Title DEFINITION OF TERMS
Document Code QPM-vi Reviewed by QAR
Revision No. 01 Approved by Commissioner
Revision Date August 8, 2013 Page No. Page 6 of 8
49. OUTSOURCED PROCESS Refers to process that the commission needs for
the QSS which they have chosen to be performed by an external party.
57. QUALITY ASSURANCE (QA) refers to the planned and systematic activities
implemented within the quality system and demonstrated as needed to provide
adequate confidence that an entity will fulfill requirements for quality.
60. QUALITY MANUAL is an authorized document stating the quality policy and
describing the quality system of an organization.
63. QUALITY SYSTEM AUDIT an audit that reviews the activities in a quality
system.
67. RMTI Radio Maritime Training Institution (formerly Radio Training Center
RTC) refers to the duly approved and recognized maritime institution
conducting GMDSS training in accordance with the relevant provisions of the
1978 STCW Convention, as amended.
70. SECOND LEVEL IQA Refers to the MARINAs audit of member agencies
conducted on an annual basis or to the NQSS Internal Quality Audit.
3. All key personnel who will manage perform and verify work affecting
quality and define their responsibilities and authority limits are
identified.
The Quality Standards shall cover the following activities carried out by the
different departments/divisions/sections involved in the implementation of the
1978 STCW Convention, as amended:
3.0 Organization
The Deputy Quality Assurance Representative shall assist the QAR for
the proper and effective implementation of the Commissions Quality
Management System.
The QAR shall keep the record of said meeting for five (5) years.
COMMISSIONER
Quality Assurance
Representative (QAR)
Deputy Quality
Radio Operator
Assurance
Examination
Representative
Committee (ROEC)
(DQAR)
15 Regional Offices
Republic of the Philippines
Office of the President
NATIONAL TELECOMMUNICATIONS COMMISSION
QUALITY POLICY MANUAL
Document Title MANAGEMENT RESPONSIBILITY
Document Code QPM-01 Reviewed by QAR
Revision No. 01 Approved by Commissioner
Revision Date August 8, 2013 Page No. Page 12 of 17
4.2.1 General
SUPPORT
LEAD
QUALIFICATION AUDITOR STAFF /
AUDITOR
OBSERVER
College
Education Tertiary Level
Graduate
Certificated in ISO
Certificated in
9001:2008
Auditor training Lead Auditors
Certificated in Internal
Course
Quality Audit
At least three
At least four
complete audits
complete audits
Audit experience as observer N/A
within the last
within the last
five (5) years
five years
LEAD
QUALIFICATION EVALUATOR OBSERVER
EVALUATOR
Awareness
Trained on Training in
Orientation on
Audit processes ISO
the approved
Training and procedures 9001:2008
Monitoring
Internal Instrument
Quality Audit
Technical
expertise on
the program/
course to be
evaluated Familiar with
Expertise on the
elements and Basic the monitoring
Knowledge knowledge of instrument and
processes of
member monitoring
evaluation
agencies procedures
issuances on
applicable
STCW
Regulations
Republic of the Philippines
Office of the President
NATIONAL TELECOMMUNICATIONS COMMISSION
QUALITY POLICY MANUAL
Document Title MANAGEMENT RESPONSIBILITY
Document Code QPM-01 Reviewed by QAR
Revision No. 01 Approved by Commissioner
Revision Date August 8, 2013 Page No. Page 15 of 17
SCREENER/ADMIN
QUALIFICATION EXAMINER ASSESSOR PERSONNEL
Attended an Attended an
orientation seminar orientation seminar
on local and on local and
international Radio international Radio GMDSS
Regulations, Regulations, Orientation
STCW Convention, STCW Convention, Seminar
Training
SOLAS, QSS SOLAS, QSS QSS/NQSS
Awareness Awareness Awareness
Seminar, GMDSS Seminar, GMDSS Seminar
Training Course or Training Course or
IMO Model Course IMO Model Course
3.12 3.12
4.2.2.3 For other Personnel directly handling the QSS, NTC has
set minimum qualification standards as follows:
4.3 Infrastructure
General
This QSS shall cover the operation of NTCs Accreditation of Radio Maritime
Training Institutions and Maritime Assessment Centers and Administration of
GMDSS Radio Operators Examination in compliance with the requirements of the
1978 STCW Convention, as amended.
Figure 2
Quality LEVEL
Policy
Manual 1
LEVEL
Quality Procedures Manual
2
(Describes how the Policies will
be achieved)
LEVEL
Quality Forms and
Documentation Manual 3
Quality Planning
MANAGEMENT
REVIEW
(CUSTOMER SATISFACTION)
RESOURCE MEASUREMENT,
MANAGEMENT ANALYSIS and
Administrative Branch, IMPROVEMENT CWPD
Planning, Financial & Special Licensing Branch, FEEDBACK
Management Branch IQA, ROEC,
SERVICE
REALIZATION
Regional Offices,
Special Licensing Branch,
1978 STCW
CONVENTION, AS ROEC
CERTIFICATION
AMENDED (PRODUCT)
(INPUT)
General
It is the duty of the holders of the controlled copy to ensure that it is available to the
personnel responsible for the accreditation of radio maritime training institutions,
maritime assessment centers and administration of radio operators
examination. The holders of the controlled copy shall be informed and issued with
revised page/s whenever there is an amendment or revision to the manual.
The issue status, which includes the revision number and the date of revision of a
page of the Manual, is stated at the top right corner of each page.
All documents and data that relate to the Quality Standards System are controlled in
a manner that ensures the following:
1.1 Documents and data are reviewed and approved for adequacy by the
originator and/or authorized officers before they are issued.
1.3 Invalid and obsolete documents are promptly removed from all points of
issue or use, or otherwise assured against unintended use. A master list
identifies the current revision status of all documents.
1.4 Changes to documents and data are reviewed for adequacy and approved
by the process owner and/or the same authorized officers prior to
issuance, dissemination and implementation. The nature of the change is
indicated in the documents and its attachments.
All new or revised and approved documents under the control of the Quality
Assurance Representative shall be distributed according to the distribution
procedure as detailed in the document and data control procedure. The recipient
shall be required to acknowledge receipt thereof. Recipients who are on the
distribution list shall be required to surrender the invalid/obsolete copy to the Quality
Assurance Representative in exchange of the approved revised copy. No invalid
document shall be allowed for use.
The cover page of the Manual containing controlled documents shall state that the
contents thereof are Controlled Documents. Manuals without such statement on its
cover page shall be classified as Manual Containing Uncontrolled Documents.
Controlled documents shall also contain necessary information identifying the
document. This includes the page number, title, issue, revision level, approval and
date. Request for copy of such documents shall solely be the decision of the Quality
Assurance Representative. The NTC is not responsible to update any document
classified as UNCONTROLLED. The distribution control shall ensure that the
pertinent issues of appropriate documents are available at relevant location and that
obsolete documents are promptly removed from all points of issue or use. Obsolete
documents retained for all legal or information purposes shall be identified with a
stamp bearing Obsolete.
External Communications
All external documents such as letters, MARINA Circulars and other STCW
matters/documents are properly recorded, acted upon and filed.
General
It is the policy of the Commission to ensure that any product, service, procedure,
work instruction, form and document which do not conform to specified standards
are identified and corrective actions taken. The quality system maintains procedures
to follow up on the causes of the non-conformance/s and establish the necessary
preventive and corrective action.
The Quality Assurance Representative and the divisions performing maritime related
functions and activities shall maintain a list of non-conformances.
The Commission shall establish ways of motivating employees from all levels of the
organization to identify non-conformances. Recorded non-conformances shall be
reviewed by the Division Head. Implementation of appropriate corrective action shall
be spearheaded by the concerned unit head and progress are checked by the QAR
to make sure that said non-conformances has been corrected and CLOSED OUT.
General
The Commission shall plan and implement procedures on corrective and preventive
action. Any change to the procedures as a result of a corrective and preventive
action shall be recorded
Corrective Action
Non-conformance once identified are investigated upon to identify the root cause of
the problem which will form the basis for implementing and controlling the necessary
corrective action/s to prevent its recurrence. Procedures to analyze clients
complaint/s, resolution of cases involving cancellations/revocations and suspensions
of certificates, and to implement the necessary corrective action/s, are established
by the Commission to serve its clients better.
Preventive Action
Processes and work operations which affect product quality, audit results,
records/reports, and client complaints shall be regularly reviewed and evaluated by
the NTC to detect, analyze, and eliminate potential causes of non-conformities by
initiating preventive action/s and application of control/s to ensure its effectiveness.
Relevant information on actions shall be reported for management review to clearly
identify what preventive action can be applied for the continued effectiveness and
efficiency of the system. Actions taken shall be properly recorded and maintained
General
All quality records maintained shall be legible and shall be properly filed to prevent
alteration, damage, deterioration or loss. Such records shall be identified by their
respective subject title. Serialized accountable forms shall be used to uniquely
identify them.
Completed quality records shall be filed by appropriate means and maintained in the
respective divisions or units that they are secured and readily retrievable.
Quality records shall be maintained for a specified period in accordance with the
government records management. Unless otherwise specified, quality records shall
be in accordance with the National Archives of the Philippines (NAP) General
Circular No. 1 dated January 20, 2009, Rules and Regulations Governing the
Management of Public Records and Archives Administration. Records retention and
disposal schedules are established and recorded.
General
For the purpose of determining the effectiveness of the Quality Standard System,
NTC shall implement Internal Quality Audit which shall be carried out at least once a
year.
The QAR has the responsibility of planning and overseeing the conduct of Internal
Quality Audit (IQA).
The internal audit is composed of two-levels. First level is IQA and the Second level
is the MARINA Internal Quality Audit.
The First Level IQA is very important in providing a reference base for the
conduct of the MARINA Internal Quality Audit and subsequent independent
evaluation.
First Level IQA is aimed to monitor how the organization is performing and
ensuring that the various levels of management are achieving their objectives.
First Level IQA shall be carried out by the person or group of persons who are
familiar with the activities being evaluated and have the understanding of audit
techniques.
Elements to consider in First Level IQA:
Procedures to be followed
Records to be kept
Staff training
Quality control
Management review
Corrective and preventive actions
Opportunities for improvement
Checklist. A checklist should be employed to focus attention on the critical
stages of the organizational structure, procedures and processes.
Republic of the Philippines
Office of the President
NATIONAL TELECOMMUNICATIONS COMMISSION
QUALITY POLICY MANUAL
Document Title INTERNAL QUALITY AUDIT
Document Code QPM-07 Reviewed by QAR
Revision No. 01 Approved by Commissioner
Revision Date September 20, 2013 Page No. Page 2 of 3
First Level IQA Report. At the end of the self-evaluation, a report should be
prepared for the purpose of:
1. Analyzing and commenting candidly on the effectiveness of the systems
and procedures in use.
2. Discussing the results with staff responsible for the area evaluated
3. Making proposals to remedy any perceived weaknesses
4. Identifying any follow-up action required to revise procedures as
necessary
Follow-up Action. The key issues to be identified in the reporting and follow-
up of the findings are:
1. Areas where the documented procedures and processes are working
effectively
2. Evidence of non-competence and deficiencies and possible reasons for
this.
3. Effective corrective action together with completion date and monitoring
arrangement
4. Implementation and effectiveness of corrective actions suggested in
previous evaluation
First Level IQA shall be conducted at least once a year.
The Quality Assurance Representative may require that audit be conducted for
any particular element of the quality management system more regularly. Internal
quality audits shall be carried out by the Management Division who shall be
independent of the function being audited in accordance with the documented
procedure.
There shall be an audit plan which shall cover specific area and activity to be
audited, such as:
A summary in the form of an Internal Quality Audit Report shall be complied and
submitted to the Quality Assurance Representative for Management Review.
The MARINA IQA is the second level of internal audit which shall be viewed as the
internal evaluation of the Philippine Quality Standards System (known as the
National Quality Standards System (NQSS)) in its totality. The process of confirming
the self-assessment within the agency shall be performed by a panel of auditors
designated by the Administration which will be conducted at least once a year. The
MARINA auditors shall be guided by some elements in the First Level IQA.
The Internal Auditors shall record the results of the audit. The personnel assigned in
the area being audited shall be informed of the results and shall be responsible in
applying corrective action on deficiencies found during the audit.
Follow-up audit shall be carried out to verify the effectiveness of corrective action
made.
The QAR shall prepare a summary of the results of audit, which will form part of the
agenda for Management Review.
Records of the results of the Quality audit shall be maintained for five (5) years.
General
It is the policy of NTC to identify the training needs of officials and employees and
provide the means for continuous improvement to enhance their technical knowledge
or managerial skills. The training program for officials and employees shall be
established and reviewed semi-annually to ensure that training programs are
relevant, to identify new areas of training needs and the scope of the program.
It shall be the responsibility of the Chief of the Division to identify the training needs
of the newly employed or transferred employee.
Records shall be maintained for the training and certification of the officials and
employees who have undergone training program organized or coordinated by the
Personnel Division. Records of relevant prior training or experience of the official or
employee shall also be kept for as long as the official and employee remain in the
Commission.
General
The Commission shall identify the need for statistical data techniques to assist the
management in determining and evaluating the performance and delivery of service
to its clients.
The agency concerned shall also ensure that inputs gathered through statistics shall
be used to continuously monitor and improve the quality of service to its clients.
General
NTC controls and verifies by means of documented procedures all processes that
affect the quality of its services on the following:
The NTC shall ensure that the examination is conducted in accordance with
the provisions specified under Section A-I/6 of the STCW Code. Likewise,
knowledge, understanding, skills, and the level of competence acquired shall
conform to the minimum standards of competence specified under Table A-
IV/2 of the STCW Code.
Findings of the inspection shall be discussed and decided upon based on the
existing standards or regulations of the Commission.
Terms of Reference
To examine the system that controls the activities of the administrative body
responsible in training and assessment of seafarers.
To report any deficiency or non-conformity against the quality system and require
corrective action, including the STCW requirements.
Considerations
Evaluation Report
After carrying out the independent evaluation, the evaluation team shall conduct a
post evaluation conference with the management of each of the agency being
evaluated, and thereafter shall submit the final report to MARINA, which should:
include brief background information about the institution and its program;
be full, fair and accurate;
highlight the strengths and weaknesses of the office implementing the
Quality Standards System;
describe the evaluation procedure followed;
cover the key elements specified in section 5 of the Annex I of the
Guidelines;
indicate the extent of compliance or non-compliance with the requirements
of the Convention and the effectiveness of the quality standards in
ensuring achievement of defined aims and objectives; and
spell-out clearly the areas found deficient, offer suggestions for
improvement and provide any other comments the evaluators consider
relevant.
The NTC ensures that documented procedures for Contract Review and the
coordination of related activities thereto are established and maintained.
The Contract Review shall apply to applications for the accreditation of radio
maritime training institutions, maritime assessment centers and GMDSS radio
operators examination.
This element of the Quality System pertains to the storage and preservation of
records, documents and certificates essential to the accreditation functions of the
Commission. This applies to the records and documents used in the application and
evaluation of applicants for accreditation of radio maritime training institutions,
maritime assessment centers and GMDSS radio operators examination i.e.,
application forms, inspection forms, master list of examinees, test questions, answer
sheets, other related documents used in the conduct of examination, correction
process, master list of examination results, and certificates.
Storage areas shall be properly secured. Locations for specific papers, documents,
and storage methods are provided to prevent damage or deterioration.
Spoiled certificates and forms shall be collected and properly reported to the
Commission on Audit (COA) for accounting purposes.
Proper identification and control procedures are used to ensure that the condition of
all important papers and documents are known.