Document No.

PROCEDURES MANUAL TESDA-QP-04

Rev. No. Page
Mandatory Procedures 01 1 of 9
Issued by Date
Control of Nonconforming Service &
04 Jan 2012
Corrective and Preventive Action CACO and
Procedure TSDO

1.0 Purpose

This document defines the policies and guidelines to identify and control
nonconforming services of TESDA operations and QMS scope, and the activities to
be undertaken in the implementation of corrective and preventive action on identified
nonconformities to prevent recurrence.

2.0 Scope

This document applies to all services related to the Unified TVET Program
Registration and Accreditation System (UTPRAS), Assessment and Certification and
its support systems that are provided by TESDA for its clients, where nonconformities
may arise during the operation of the Quality Management System.

It also includes the implementation of the following corrective and preventive

activities: solution formulation, implementation and monitoring of corrective and
preventive actions to ensure effectiveness of correction and corrective/preventive
actions taken.

3.0 Definition of Terms

Corrective Action Steps that are taken to remove the causes of an existing
nonconformity or undesirable situation. The corrective
action process is designed to prevent the recurrence of
nonconformities or undesirable situations. It tries to make
sure that existing nonconformities and situations don’t
happen again. It tries to prevent recurrence by eliminating
causes. Corrective actions address actual problems.
Because of this, the corrective action process can be
thought of as a problem solving process.
Corrective and Refers to the form used to initiate and record corrective
Preventive Action and preventive actions on identified nonconformities.
Request (CPAR) Form

Conformity Fulfillment of a requirement

Nonconformity (NC) Refers to a failure to comply with requirements

Opportunity for An observed situation which is not nonconformity, but

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PROCEDURES MANUAL TESDA-QP-04
Rev. No. Page
Mandatory Procedures 01 2 of 9
Issued by Date
Control of Nonconforming Service &
04 Jan 2012
Corrective and Preventive Action CACO and
Procedure TSDO

Improvement (OFI) where the results achieved (based upon the auditor’s
judgment and experience) are not optimal, less than well-
organized, or over complicated. A lapse in the system that
may cause potential problems in TESDA operations and
therefore may need to be improved.
Preventive Action Steps that are taken to remove the causes of potential
nonconformities or potential situations that is undesirable.
Preventive actions address potential problems, ones that
haven’t yet occurred.

Quality Management Refers to the National QMR, Regional QMRs and Provincial
Representative (QMR) QMRs

4.0 Responsibilities

Quality Ensures the proper implementation of this procedure

Management Responsible for the review and approval of issued CPAR,
Representative and conducts follow-up on the implementation of the
corrective/ preventive action whenever necessary
Initiator Employee who identifies nonconformities and opportunities
for improvement in any concerned process
IQA Committee/ Responsible for the CPAR Registry, endorsement of the
Focal CPAR and follow-up on the actions taken
Records Controller Keeps the records of the correction and preventive actions

Head of Operating Unit Approves the corrective/ action plan and confirms the final
verification

5.0 Procedure Flow

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Rev. No. Page
Mandatory Procedures 01 3 of 9
Issued by Date
Control of Nonconforming Service &
04 Jan 2012
Corrective and Preventive Action CACO and
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Key Players Key Steps Interfaces

Identification and CPAR
Initiator
Registration of CPAR Registry
IQA Committee/
Detailed Procedure 6.1
Focal Nonconforming Service

NC Matrix
Operating Unit Head Evaluation/ Review of
CPAR
Process Owner nonconformities Detailed Procedure 6.2
A
Process Owner
CPAR
Head of Operating
A Detailed Procedure 6.3
Unit Solution Formulation
QMR

Process Owner Implementation of Corrective Detailed Procedure 6.4

Records Controller and/or Preventive Action

NQMC
QMR Monitoring of Corrective/
Head of Operating CPAR
Preventive Action
Unit Detailed Procedure 6.5
IQA Committee/
Focal
Process Owner

6.0 Procedure Details

6.1 Identification of Nonconforming Services

6.1.1 Nonconforming services may be observed, but is not limited to the

sources listed below:

a) Results of Audit (Internal and External)

b) Customer Complaints
c) Non-compliance to regulatory and statutory requirements
d) Non achievements of activities and targets
e) Recurring problems in the implementation of QMS
f) Activities relative to the program

6.1.2 Identified nonconformities are reported using the Corrective and

Preventive Action Request (CPAR) Form.
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PROCEDURES MANUAL TESDA-QP-04
Rev. No. Page
Mandatory Procedures 01 4 of 9
Issued by Date
Control of Nonconforming Service &
04 Jan 2012
Corrective and Preventive Action CACO and
Procedure TSDO

6.1.3 The initiator submits the CPAR form to the IQA Committee/ Focal. IQA
Committee/ Focal records it in CPAR Registry and assigns the serial
numbers for CPAR according to the following:
CPAR@-YY-01-01-000

Sequential number
Provincial Code (The province CODE Number shall be
Accordance with the alphabetical listing of
All the province in particular region, which
shall always start with 01 as the first province
In alphabetical order)
RO Code (reg. 1,2,3,4, etc)
Year
Origin (e.g 0001, 0002) Year
Q - QMS
C - Customer
S - Supplier
R -regulatory bodies, certifying body
O - Others

6.1.4 Upon registration, the IQA Committee/ Focal issues the CPAR to the
concerned process owner.

6.2 Evaluation/Review of Nonconformity

6.2.1 Upon registration, the IQA Committee/ Focal issues the CPAR to the
Operating Unit Head of the concerned process owner. The concerned
Unit Head discusses the CPAR with the concerned process owner.

6.2.2 The concerned Process Owner reviews and evaluates the identified
nonconformities to determine validity and provide appropriate action
with reference to the Nonconformity Matrix.

6.3 Solution Formulation

6.3.1 The concerned Process Owner makes a detailed analysis of the

problem. The appropriate corrections, corrective and/or preventive
actions are formulated and recorded in the CPAR form.

6.3.2 The accomplished CPAR form is reviewed and approved by the head
of the concerned operating unit.

6.3.3 Copies are submitted to the initiator and IQA Committee/ Focal. The
original copy shall be retained by the process owner for monitoring
purpose.
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Control of Nonconforming Service &
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Corrective and Preventive Action CACO and
Procedure TSDO

6.3.4 Submission of the accomplished CPAR is within ten (10) working

days. Failure to meet the specified deadline is reported to the QMR.

6.4 Implementation of Actions Taken

6.4.1 The concerned Process Owner implements the identified action

within the defined or agreed timeline.

6.4.2 Records of corrective and preventive actions are maintained by the

records controller.

6.5 Monitoring of Corrective and Preventive Action

6.5.1 With reference to the submitted CPAR, the IQA Committee/ Focal
conducts follow-ups and perform verification to ensure that
appropriate action(s) are taken to address the nonconformity. Result
of the follow-up are recorded in the issued CPAR.

6.5.2 The effectiveness of the action taken is verified during the conduct of
audit.

6.5.3 To avoid delay in the implementation of the corrective/preventive

actions, follow-up activities are limited to three times only. The QMR
carries out the third and final follow-up.

6.5.4 If no actions have been taken on the third and final follow-up, the
issue is brought up to the NQMC for endorsement to the Director
General for proper action.

6.5.5 Status of the corrective and preventive actions is reported by the IQA
Committee/ Focal during management reviews.

7.0 References

TESDA-QP-02 Control of Records

PNS ISO 9001:2008

8.0 Forms

1. TESDA-QP-04-F01 - Corrective/ Preventive Action Request (CPAR)

2. TESDA-QP-04-F02 - Nonconformity (NC) Matrix
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Rev. No. Page
Mandatory Procedures 01 6 of 9
Issued by Date
Control of Nonconforming Service &
04 Jan 2012
Corrective and Preventive Action CACO and
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TESDA-QP-04-F01

CORRECTIVE/ PREVENTIVE ACTION REQUEST

(CPAR)
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Rev. No. Page
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Issued by Date
Control of Nonconforming Service &
04 Jan 2012
Corrective and Preventive Action CACO and
Procedure TSDO

Issued to: Date:

Initiator: CPAR No:
Process/Area: Degree of Criticality:
 NC  OFI
Details of Findings/s

Acknowledged by: ______ _____________

Root Cause:

Action Initiated by: ______ _____________

Correction /Action Plan:

Corrective / Preventive Action: Target Date: ________________

Prepared by: ___________________ Approved by: __________________________

Process Owner Head of Operating Unit
Verification of Action taken: Page 1of 1
Remarks:

Verification Date: Verified by:

Next Verification Date: Acknowledged by:
Process Owner
 Document No.
PROCEDURES MANUAL TESDA-QP-04
Rev. No. Page
Mandatory Procedures 01 8 of 9
Issued by Date
Control of Nonconforming Service &
04 Jan 2012
Corrective and Preventive Action CACO and
Procedure TSDO

Remarks:

Verification Date: Verified by:

Next Verification Date: Acknowledged by:
Process Owner

Corrective/Preventive Action Review:

Remarks:

Verification Date: Verified by:

Next Verification Date: Acknowledged by:
Process Owner

Non-conformity Closed?
 Yes  No

Date:
Name and Signature of IQA Committee/ Focal:

Date: Name and Signature of the Head of Office/Institution:

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Rev. No. Page
Mandatory Procedures 01 9 of 10
Control of Nonconforming Service/ Issued by Date
Corrective and Preventive Action Procedure CACO and TSDO 04 Jan 2012
 Nonconformity (NC) Matrix

Possible Required Applicable

Nonconformities Process/Area Key Players Remarks
Cause Actions Document