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Republic of the Philippines Office of the President

NATIONAL TELECOMMUNICATIONS COMMISSION

BIR Road, East Triangle, Diliman, Quezon City, Philippines

INTRODUCTION

A Quality Standards System refers to the organizational structure, responsibilities, procedures, processes and resources needed to implement quality management. As a management tool, and to achieve the quality objectives, the management of the National Telecommunications Commission (NTC) establishes a quality system for the effective control, evaluation and improvement of service standard throughout all stages of the provision of service.

The Quality Standards System shall be maintained and continuously improved to strengthen the institutional capability of NTC with respect to the Accreditation of Radio Maritime Training Institutions, Maritime Assessment Centers and Administration of GMDSS Radio Operator’s Examination, and thus enable the Philippine Government to comply with the standards/requirements of the 1978 STCW Convention, as amended.

Republic of the Philippines Office of the President NATIONAL TELECOMMUNICATIONS COMMISSION

QUALITY POLICY MANUAL

Document Title INTRODUCTION

Document Code ii Reviewed by QAR

Revision No. 01 Approved by Commissioner

Revision Date July 15, 2015 Page No. Page 1 of 1

A. Background

The National Telecommunications Commission (NTC), pursuant to Act 3846, as amended, is mandated to provide regulations to all telecommunications services in the country. The Act empowers the Commission to regulate the construction, manufacture, possession, control, sale and transfer as well as the establishment, use, operation of all of radio, broadcast and telecommunications services; Accreditation of Radio Maritime Training Institutions, Maritime Assessment Centers, Examination and Certification of Radio Operators in the country. The NTC was created by virtue of Executive Order No. 546 dated July 23, 1979.

The NTC has fifteen (15) Regional Offices, namely: National Capital Region – Quezon City Region I – San Fernando, La Union Region II – Tuguegarao, Cagayan Region III – San Fernando, Pampanga Region IV – Batangas City, Batangas Region V – Legaspi City, Albay Region VI – Iloilo City, Iloilo Region VII – Mandaue City, Cebu Region VIII – Tacloban City Region IX – Zamboanga City Region X – Cagayan De Oro City, Misamis Oriental Region XI – Davao City Region XII – Kidapawan City, North Cotabato Cordillera Administrative Region – Baguio City CARAGA Region – Butuan City

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 Operator’s 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.



Document Title THE COMMISSION

Document Code Iii Reviewed by QAR



B. MISSION “The National Telecommunications Commission shall maintain and continuously improve a regulatory regime conducive to the development and provision of an affordable, viable, reliable and accessible telecommunications infrastructure and services.”






Revision Date 00 Page No. Page 2 of 3

. C. VISION “By 2015, the National Telecommunications Commission shall be stronger and more proactive regulatory agency able to steer the telecommunications sector as a primary engine for national progress and development.”







Republic of the Philippines Office of the President

National Telecommunications Commission

QUALITY STANDARDS SYSTEM

LEVEL 1


CONTROLLED COPY

COPY NO.

MASTER COPY

ISSUE NO.

01

DATE OF ISSUE

June 26, 2013

DIVISION/SECTION

Quality Assurance Representative (QAR)

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 NTC’s premises.

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. Notwithstanding the guidance provided in the STCW Code B of the Convention and for lack of material time to reflect and organize, each member agency of the Maritime Industry Authority (MARINA) including the maritime education and training institutions engaged the services of professional quality systems consultants to help develop their respective quality manuals and the subsequent external audit thereof based on the ISO 9000 series. 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.



Document Title QUALITY POLICY MANUAL OVERVIEW

Document Code QPM-ii Reviewed by QAR


Revision Date 00 Page No. Page1 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 country’s 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. Practical assessment of GMDSS Radio Operators by Maritime Assessment Centers are outsourced processes.



Document Title QUALITY POLICY MANUAL OVERVIEW

Document Code QPM-ii Reviewed by QAR



Amendment or revision to any page/s of the manual shall be made whenever necessary to reflect the current quality system.

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.

Amendments/revisions shall be documented using the amendment/revision record within which shall reflect the updating.

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.



Document Title MASTER LIST / DOCUMENT REVISION RECORD

Document Code QPM-iii Reviewed by QAR



Reference

Code

TITLE

Revision

No.

Revision

Date

No. of Page/s

i Foreword 01 July 15, 2015 1

ii Introduction 01 July 15, 2015 1

iii The Commission 01 July 15, 2015 3

A. Background 01 July 15, 2015 1

B. Mission 00 1

C. Vision 00 1

Quality Policy Manual 00 1

QPM-i Distribution List 01 Aug. 8, 2013 1

QPM-ii Quality Policy Manual Overview 02 July 15, 2015 2

QPM-iii Master List/Document Revision Records

03 July 15, 2015 2

QPM-iv NTC Functions (overview) 02 July 15, 2015 1

QPM-v Normative References 03 July 15, 2015 5

QPM-vi Definition of Terms 02 July 15, 2015 8

QPM-01 Management Responsibility 02 July 15, 2015 17

QPM-02 Quality System 02 July 15, 2015 3

QPM-03 Control of Documents 02 July 15, 2015 3

QPM-04 Control of Non-Conformance 01 Jan. 13, 2014 1

QPM-05 Corrective and Preventive Maintenance.

00 1

QPM-06 Control of Quality Records 01 Oct. 4, 2013 1

QPM-07 Internal Quality Audit 01 Sept. 20, 2013 3

QPM-08 Training 00 1

QPM-09 Statistical Data 02 July 15, 2015 1

QPM-10 Control Functions 03 July 15, 2015 3

QPM-11 Independent Evaluation 02 July 15, 2015 2

QPM-12 Contract Review 01 July 15, 2015 1

QPM-13 Identification and Traceability 01 July 15, 2015 1

QPM-14 Handling, Storage, Packaging, Preservation and Delivery

01 July 15, 2015 1

QPM-15 Purchasing 01 Jan. 13, 2014 1

QPM-16 Feedback Mechanism 01 July 5, 2013 1



Document Title MASTER LIST / DOCUMENT REVISION RECORD

Document Code QPM-iii Reviewed by QAR



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 Operator’s Examination:

1. Accreditation of Radio Maritime Training Institutions

2. Administration of GMDSS Radio Operator’s Examination

3. Monitoring of Radio Maritime Training Institutions and Maritime

Assessment Centers

4. Accreditation of Maritime Assessment Centers



Document Title NTC FUNCTIONS (OVERVIEW)

Document Code QPM-iv Reviewed by QAR



The following standards and references are relevant to the undertaking and in the implementation of the Quality Standard System.

Executive Order 546 - Section 14 Creation of the National Telecommunications Commission

Republic Act No. 3846 An act providing for the regulation of radio stations and radio communications in the Philippines and other purposes.

Republic Act No. 9184 (R.A. 9184) "Government Procurement Reform Act"

Republic Act No 10635 An Act establishing the Maritime Industry Authority (MARINA) as the single Maritime Administration Responsible for the Implementation and Enforcement of the 1978 International Convention on Standards of Training, Certification and Watchkeeping for Seafarers, as Amended, and International agreements or Covenants Related Thereto, Otherwise Known as the “MARINA STCW Administration Act of 2014”.

Implementing Rules and Regulations of Republic Act No 10635

Department Order No. 11 (Series of 1950) General Rules and Regulations Governing the Construction, Installation, Establishment or Operation of Radio Stations and the Possession or Ownership, Construction or Manufacture, Purchase, Sale and Transfer of Transmitters or Transceivers in the Philippines

Government Accounting and Auditing Manual vol. 1 Section 99 Submission to COA Auditor of Obsolete, Spoiled and Cancelled Accountable Forms.

Memorandum Circular No. 4-89 Revised Schedule of Administrative Sanctions for Violations of Radio Laws, Rules and Regulations.

Memorandum Circular No. 10-7-98 Rules, Regulations and Guidelines in the Implementation of STCW-95 Concerning Radio Personnel and Radio Training Schools Offering GMDSS Radiocommunication Courses.



Document Title NORMATIVE REFERENCES

Document Code QPM-v Reviewed by QAR



Office Order No. 57-09-2000 Standard procedures in the acceptance of applications and conduct of Radio Operator’s Examination

Memorandum Circular No. 19-12-2000 Revised Schedule of, Including Additional, Administrative Fees and Charges of the National Telecommunications Commission

Office Order No. 27-04-2002 Amending Office Order No. 10-3-2001 regarding the Creation of OSPAC

Memorandum Circular No. 16-12-2002 Prescribing a Quality Standards System (QSS) on Radio Training Centers (RTC) offering short-term GMDSS radio Communications courses

Memorandum Circular No. 17-12-2002 Rules and Regulations governing Radio Training Centers (RTC) offering short-term GMDSS radio communications courses.

Office Order No. 84-12-2002A Implementation of the Quality Standards System (QSS)

Office Order No. 19-03-2003 Amending Further Office Order No. 10-3-31 dated 23 March 2001 which provides, among others, for the creation of OSPAC

Memorandum Circular No. 06-06-2003 Rules and Regulations Governing the Conduct of a Refresher Course by NTC duly accredited Radio Training Centers

Office Order No. 37-04-2004 Guidelines in the Administration of Radio Operators Examination

Memorandum Circular No. 05-06-2004 Guidelines for the grant of Certificate of Recognition to Accounting Authorities in the Maritime Mobile Services

Office Order No. 029-04-2010 Guidelines for the Accreditation of Assessment Centers and Administration of General Operator Certificate (GOC) Practical/Simulator Examination.







Office Order No. 097-12-2010 Guidelines on the Revocation/Suspension of Certificate of Accreditation of Radio Training Centers (RTC) Offering Short-Term GMDSS Radio Communication Course

Office Order No. 135-10-2011 Designation of NTC Regional Directors as the Quality Assurance Representative (QAR) of their respective regional office in the implementation of the National Quality Standards System (NQSS) in compliance with regulation 1/8 of the 1978 STCW convention, as amended.

Office Order No. 48-06-2013 Designation of Quality Standard System Personnel

Office Order No. 49-06-2013 Guidelines and Procedures on the Monitoring of Radio Maritime Training Institutions and Maritime Assessment Centers

Office Order No. 49-06-2013A Amending Certain Provisions of Office Order No. 49-06-2013

Office Order No. 57-07-2013 Rationalization Plan of the National Telecommunication Commission (NTC)

Office Order No. 76-08-2013 Re-Constitution of the Radio Operator’s Examination Committee (ROEC) Personnel

Office Order No. 76-08-2013A Defining Individual Accountabilities in the Conduct of Radio Operator’s Examination

Office Order No. 79-08-2013 Conduct of Regional Management Review Meetings

Office Order No. 84-08-2013 Policies and Procedures Covering the Conduct of Global Maritime Distress and Safety System (GMDSS) Radio Operator’s Examination

Office Order No. 87-09-2013 Additional Functions of the Management Division under the Planning, Financial and Management Branch

Office Order No. 98-09-2013 Re-assignment of Quality Standard System Personnel







Office Order No. 101-09-2013 Feedback Mechanism in the Delivery of Services

Office Order No. 102-09-2013 Creation of the Auditor’s Audit Committee

Office Order No. 104-09-2013 Addendum to Office Order No. 029-04-2010 (Guidelines for the Accreditation of Assessment Centers and Administration of General Operator Certificate Practical/Simulator Examination.)

Office Order No. 107-09-2013 Procedure for the Testing–Verification of the Machine and Software Use in the Checking of Examination Papers

Office Order No. 108-09-2013 Procedure of the Conduct of Validation on the Checking of Examination Papers Using the Machine and Software

Office Order 116-10-2013 Guidelines for the Storing & Generating Test Questions in the Databank

Office Order 123-10-2013 Addendum to Officer Order 29-04-2010 dated 08 April 2010 re: Guidelines for the Accreditation of Assessment Centers and Administration of General Operator Certificates (GOC) Practical Simulator Examination”.

Office Order 129-10-2013 Adoption of the National Quality Standards System (NQSS) Audit forms for the first Level Internal Quality Audit and the Accomplishment and Submission of all Audit Reports/Findings.

Office Order 156-12-13 Control of Quality Standard System (QSS) Related External Communications & Documents.

Office Order 02-01-2014 Creation of Internal Quality Audit Team

Office Order 21-02-2014 Further Amending Certain Provisions of Office Order No. 49-06-2013A







Office Order 22-02-2014 Further Amending Office Order No. 49-06-2013, “Guidelines and Procedures on the Monitoring of Radio Maritime Training Institutions (RMTIs) and Maritime Assessment Centers (MACs)”

Office Order 102-08-2014 Guidelines in the Acceptance of Application for Examination in the Central Office and Re-scheduling of Examination due to Force Majeure

Memorandum of Agreement (MOA) between DOTC, through the MARINA and NTC

Addendum to the MOA between DOTC, through the MARINA and NTC

Marina Circular No. 2013-06 Rules on the Monitoring of Maritime Education Programs, Training Courses and Assessment of Competence of SEAFARERS carried out by METIs and Assessment Centers.







1. ASSESSOR – refers to the Technical Personnel responsible for the

implementation of local laws, regulations and relevant provisions of the STCW

Convention, training of subordinate assessors and supervision in the

processing of permits, licenses and certificates.

2. AUDIT – a systematic, independent and documented process for obtaining

audit evidence and evaluating it objectively to determine the extent to which

the Audit criteria are fulfilled.

3. AUDIT PLAN – refers to the description of the activities and arrangement of an

audit.

4. AUDIT PROGRAM – refers to arrangements for a set of one or more audits

planned for specific time frame and directed towards a specific purpose.

5. AUDIT TEAM – refers to one or more auditors conducting an audit, supported

if needed by technical experts.

6. AUDITEE – refers to the unit/division being audited.

7. AUDITOR – refers to the person with the demonstrated personal attributes and

competence to conduct an audit.

8. CERTIFICATE OF ACCREDITATION – a certificate issued by NTC authorizing

RMTI to offer GMDSS radio communications courses or Maritime Assessment

Center offering and conducting a practical assessment using the GMDSS

simulation.

9. CLIENT- the recipient of a product or service.

10. COMMISSION – shall mean the National Telecommunications Commission

Headed by a Commissioner and assisted by two (2) Deputy

Commissioners.

11. COMMISSIONER – shall refer to the appointed head of NTC with executive

powers to direct its activities and implement its policies.



Document Title DEFINITION OF TERMS

Document Code QPM-vi Reviewed by QAR



12. COMPETENCY – the possession and application of knowledge, skills and

attitudes to the standard of performance required in competency assessment.

The process of collecting evidence in making judgments on whether

competency has been achieved.

13. CONTROLLED DOCUMENT – an identified document which is considered

necessary to deliver the required quality services expected of the Commission.

This document is allocated to a specified recipient who shall automatically be

provided with amendments and re-issues.

14. CORRECTIVE ACTION – action taken to eliminate the cause of an existing

non-conformity, defect or other undesirable situation in order to prevent

recurrence.

15. CUSTOMER – refers to other member agencies, seafarers, RMTI, MAC who

are directly or indirectly dealing with them.

16. DEPUTY QUALITY ASSURANCE REPRESENTATIVE – refers to the

responsible person who assists the QAR in the implementation of the QSS.

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.

20. EXAMINATION FOR GMDSS RADIO OPERATOR - refers to the written

and/or practical examination given by NTC to measure the competence of

applicants for certification as a marine radio personnel on the functions of the

level of responsibility required by law and the STCW Convention for such

personnel and which must be taken and passed by the applicant to be

registered/certificate as marine radio personnel.







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.

22. GMDSS – Global Maritime Distress and Safety System.

23. GMDSS RADIO OPERATOR - shall refer to radio or deck officers authorized

to operate GMDSS radio communications equipment and its sub-systems.

24. GOC – General Operator Certificate.

25. IMO – International Maritime Organization.

26. INMARSAT – International Maritime Satellite.

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.

28. ITU – International Telecommunications Union.

29. LEAD QUALITY AUDITOR – an auditor designated to manage a quality audit.

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.

31. MAJOR NON-CONFORMANCE – refers to the absence of one or more of the

required system elements of the Quality Standards Systems or a situation

which raises significant doubt that the education, training, or services will meet

the specified requirements.

32. MANAGEMENT REVIEW – a formal evaluation by the top management of the

status and adequacy of the implementation of the Quality Standards System.







33. MARITIME INDUSTRY AUTHORITY (MARINA) – the government agency

which is designated as the STCW Administration mandated to implement,

enforce, oversee and supervise compliance with all qualification, requirements

and conditions under the 1978 STCW Convention, as amended, relating to

maritime education, training, assessment and certification.

34. MEMBER AGENCIES – Refers to the six (6) Government Agencies involved

in maritime education, training and certification system:

MARINA, through the STCW OFFICE,

Professional Regulations Commission (PRC), through the STCW Division

Technical Education and Skills Development Authority (TESDA), through the TVET Systems Development Office (SDO), and Qualification and Standard Office (QSO),

Commission on Higher Education (CHED), through the Maritime Education Unit (MEU),

National Telecommunications Commission (NTC), through the Safety Radio Services and STCW Compliance Division (SSCD)and

Department of Health (DOH), through the Bureau of Health Facilities Services (BHFS)

35. MINOR NON-CONFORMANCE – refers to a single system failure or lapse in

conformance with a procedure relating to the applicable standard. This failure

does not indicate a system breakdown nor raises doubt that the education,

training or services will meet the specified requirements.

36. MOA – Memorandum of Agreement.

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.






Revision Date August 8, 2013 Page No. Page 4 of 8

38. MONITORING TEAM – refers to the group of evaluators duly constituted to

conduct monitoring of maritime education programs and training courses.

39. NON CONFORMITY – an observed situation where objective evidence

indicates the non-fulfillment of specified requirement.

40. NON-CONFORMANCE – refers to the deficiency or non-compliance with the

required standards and procedures in the implementation of the approved

course programs.

41. NOTEWORTHY EFFORTS (NE) – refers to initiative undertaken by the

institution to achieve higher level of qualitative results (e.g. best practices that

resulted towards further improvement of expected outcomes).

42. NTC – National Telecommunications Commission.

43. OBJECTIVE EVIDENCE – is a factual exhibit or information which can be

proven to be true, based on facts obtained through audit activities like

observation, measurement test or other means of evaluation of an activity.

44. OBSERVATION – is not a non-conformance but something that could lead to a

non-conformance if not properly addressed or a finding without clear evidence

to verify that it constitutes a non-conformance.

45. OBSERVER – refers to a person who accompanies the audit team but does

not audit.

46. OPPORTUNITY FOR IMPROVEMENT (OFI) - Refers to an area or process of

the organization that meets the minimum requirements, but can be further

improved.

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.







48. OUTCOMES-BASED MONITORING – refers to a monitoring, which involves

the evaluation of core processes and procedures that are instrumental to the

achievement of defined program and course objectives and the competence

outcome of maritime education and training.

49. OUTSOURCED PROCESS – Refers to process that the commission needs for

the QSS which they have chosen to be performed by an external party.

50. PREVENTIVE ACTION – an action taken to prevent a possible non-conformity

to occur.

51. PROCEDURE – A series of steps followed in a regular order, what shall be

done and by whom, when and how it shall be completed.

52. PRODUCT/SERVICE – Refers to the documentary evidence in reference to

the process of continuous monitoring of the QSS of member-agencies and

METIs.

53. QUALITY ASSURANCE MANAGER (QAM) - Refers to the appointed QAM of

MARINA who is responsible to the Administrator for the implementation and

control of the NQSS.

54. QUALITY ASSURANCE REPRESENTATIVE (QAR) – refers to the appointed

QAR of NTC who is responsible for the implementation of the QSS.

55. QSS – Quality Standards System.

56. QUALITY – totality of characteristics of an entity that bear on the ability to

satisfy stated and implied needs.

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.

58. QUALITY ASSURANCE REPRESENTATIVE (QAR) – the person charged with

the responsibility of ensuring that the requirements of the Quality System are

understood, implemented and maintained.







59. QUALITY AUDIT – is an independent and systematic evaluation conducted to

determine.

60. QUALITY MANUAL – is an authorized document stating the quality policy and

describing the quality system of an organization.

61. QUALITY POLICY – is the formal statement expressed by the top

management setting-up guidelines for actions to be taken by all employees of

a company to reach its quality objectives.

62. QUALITY SYSTEM – consists of an organizational structure, responsibilities,

quality policy manual and procedures, quality records, processes and

resources needed to implement quality management to meet the quality

objectives.

63. QUALITY SYSTEM AUDIT – an audit that reviews the activities in a quality

system.

64. RADIO STATION LICENSE – an authorization issued by NTC to an entity or

RMTI to operate radio training stations.

65. REC – Radio Electronics Certificate.

66. RECORD – is any written amount of facts obtained from an observation or an

event. In quality assurance, a record is normally a chart, a form, or a document

which furnishes objective evidence of activities performed or results achieved.

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.

68. ROC – Restricted Radiotelephone Operator Certificate.

69. SCREENER / EVALUATOR – refers to the administrative personnel

responsible for the screening, acceptance and processing of certificates of

competency.







70. SECOND LEVEL IQA – Refers to the MARINA’s audit of member agencies

conducted on an annual basis or to the NQSS Internal Quality Audit.

71. SERVICE – the result of activities or processes.

72. SLB – Special Licensing Branch.

73. SSCD – Safety Radio Services and STCW Compliance Division.

74. STCW – Standards of Training, Certification and Watchkeeping.

75. STCW CODE – Standards of Training, Certification and Watchkeeping

(STCW) Code, including Resolution 2 of the 1995 STCW Conference, as

amended.

76. STCW CONVENTION – refers to the 1978 International Convention on the

Standards of Training, Certification and Watchkeeping (STCW) for Seafarers,

its subsequent amendments and associated Code.

77. UNCONTROLLED DOCUMENT – a document which is issued for information

purposes only. The recipient of the document shall not be provided with the

amendments and re-issues.

78. VERIFICATION-The act or process of determining whether an activity or

service meets specified requirements.

a) Whether quality activities and related results comply with the quality

system documentation.

b) Whether the procedures in the quality system documentation are

implemented effectively and are suitable to achieve the desired

objectives.







The Commission is committed to ensure that:

1. All training and assessment of competence carried under its authority

are continuously monitored thru a quality standard system to ensure achievement of defined objectives, including those concerning qualification and experience of instructors and assessors.

2. All maritime training institutions shall be covered by a quality system

which shall include a commitment to the achievement. 3. All key personnel who will manage perform and verify work affecting

quality and define their responsibilities and authority limits are identified.

4. The hierarchy of functions, which clearly defines the line of

responsibility and accountability, are properly established to ensure quality performance in all levels.

5. There is adequate resources for the management and performance of

work, which includes necessary verification activities and regular audits are properly provided for.

6. All personnel involved in the accreditation of Radio Maritime Training

Institutions, Maritime Assessment Centers and Administration of GMDSS Radio Operator’s Examination under them are competent, honest and are quality conscious.

7. Officials and employees are properly trained to ensure compliance to

the 1978 STCW Convention, as amended. 8. A qualified Quality Assurance Representative be appointed who will be

responsible for the establishment, implementation and maintenance of the NTC Quality Standards System and reporting of its performance.

9. The Quality Standard System is understood, implemented and

maintained by the concerned officials and employees. 10. An internal audit shall be conducted at least once a year.



Document Title MANAGEMENT RESPONSIBILITY

Document Code QPM-01 Reviewed by QAR



1.0 Field of Application

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:

1. All training courses and assessment including qualification of instructors

and assessors

General Operator’s Certificate (GOC) Course

Radio Electronic Certificate (REC) Course

2. Examination / Assessment System

General Operator’s Certificate (GOC)

Radio Electronic Certificate (REC)

Restricted Radiotelephone Operator Certificate (ROC)

Below is the business process under the Quality Standards System.







2.0 Quality Objective:

1. To handle the organization’s sources strategically through effective

planning.

2. To ensure the implementation, compliance and effectiveness of its Quality Standards System (QSS) in order to meet customer requirements.

3. To monitor adherence to objectives and its Key Performance Indicators (KPI) and performance measures on quality, efficiency and timeliness.

4. To make all personnel aware and its regulatory and statutory requirements by disseminating all issuances, memoranda, advisories and notices

5. To facilitate the effective deployment and improvement of the QSS and NQSS.

3.0 Organization

The organizational chart of the NTC is shown in Figure 1. Responsibilities of each unit are described below:

3.1 Special Licensing Branch (SLB)

The SLB of the Commission executes and implements policies relating to the Accreditation of Radio Maritime Training Institution and Maritime Assessment Center. A Director heads the SLB.

3.2 Safety Radio Services and STCW Compliance Division (SSCD)

The Division evaluates and processes applications for:

a. Accreditation of Radio Maritime Training Institutions (RMTI);

b. GMDSS Radio Operator Examination

c. Joint Monitoring of Radio Maritime Training Institutions and Maritime Assessment Centers with MARINA;

d. Accreditation of Maritime Assessment Centers.







3.3 Radio Operators Examination Committee (ROEC)

The ROEC shall be responsible for the Administration of GMDSS Radio Operator Theoretical Examination in the Central Office and the Regional Offices.

The ROEC shall be composed of the Chairman, Vice-Chairman and at least (3) members. The Commissioner or one of its Deputy Commissioner shall automatically chair the ROEC and shall perform ministerial functions.

ROEC members shall prepare and administer the actual examination to GMDSS Radio Operator.

3.4 Administrative Branch

(a) Human Resource Division:

1. Prepare and recommend to the Commission an annual, medium and long-term training plans and programs as well as policy measures and programs related to training.

2. Conduct and/or coordinate training of all employees of the Commission.

3. Seek the assistance of concerned government agencies to obtain scholarship grants from local and foreign entities for deserving employees of the Commission and for those who need to be trained by reason of their functions.

4. Seek the assistance of training institutions for the improvement of the training plans and programs and training facilities of the Commission.

5. Conduct researches and studies on human resource development to optimize training resources, including the measurement of the quality of training programs through post-training evaluation.







(b) General Services Division

The General Services Division is tasked to provide office supplies, materials, equipment, documents and certificates of the divisions performing maritime related functions and activities as well as the various offices of the Commission.

(c) Central Records Section

The Central Record Section shall be responsible for the storage and preservation and safekeeping of records or files of documents and certificates essential to the certification and accreditation functions of the Commission.

3.5 Legal Branch

The Legal Department shall act on the litigation of questionable permits, licenses, documents, and other matters requiring legal action.

3.6 Planning, Financial and Management Branch

(a) Information Technology Unit (ITU)

The Information Technology Unit shall be responsible for the continued operation of all computer systems (Hardware and Software) and accessories used in the performance of quality services.

(b) Management Division (QMS)

The Management Division is in charge of the Quality Management System of the Commission and shall be under the direct supervision of the Quality Assurance Representative (QAR) and shall have the following duties and responsibilities:







1. Verify whether all internal management control, monitoring measures and procedures comply with the QSS manual.

2. The Chief, Management Division is tasked to conduct a systematic monitoring activity, including internal quality assurance reviews to provide the basis for the independent external evaluation required under Section A-1/8, paragraph 3 of STCW Code.

3. Identify strengths and weaknesses of the quality procedures, and whether the latter are properly complied with.

4. Document the results of each quality assurance review and inform the responsible person of such results.

5. Establish corrective action and improvement plans in order that timely action is taken to correct the deficiencies.

6. Assist the QAR in the revision / amendment of the QSS manual.

7. Maintain and update QSS Manual in coordination with all the concerned units of the Commission.

8. Review all proposed amendments of concerned units prior to

Presentation, deliberation and approval of the Management Review Committee (MRC); and final inclusion in the QSS Manual.

9. Implement corrective and preventive action/s in coordination

with the Internal Auditors regarding non-conformance of concerned unit/s.

3.7 Regional Offices

The Regional Offices evaluates and processes applications for the following:

a) Application for GMDSS Radio Operator Examination;

b) Joint Monitoring of Radio Maritime Training Institutions.







3.8 Quality Assurance Representative (QAR)

A Quality Assurance Representative shall be designated and ensure that the quality systems procedures within the organizational field of application is established, implemented and maintained. He shall coordinate with the designated officer of the Maritime Industry Authority (MARINA) on matters relating to the QSS.

The Quality Assurance Representative has the following functions: a) To ensure that only approved documents are being used and

obsolete documents are removed from the system.

b) To implement corrective and preventive action(s) when necessary, and to ensure that follow-up is carried out to monitor and evaluate the effectiveness of the corrective action.

c) To ensure that non-conformance/s are appropriately reviewed and disposed of.

d) To coordinate and be responsible to clients on all matters related to quality.

e) To be responsible for initiating internal quality audits at specified time frames and to monitor and evaluate its subsequent follow-up.

f) To coordinate with the foregoing units, sections and divisions on quality matters.

g) To assist the QAM in ensuring full implementation of the NQSS in their respective agencies.

h) To attend to regular meetings called by MARINA.

i) To ensure the conduct of internal quality audits.

j) To submit regular reports such as, but not limited to, summary of internal quality audit findings and feedbacks from customers.

k) To effect changes done in QSS.






Revision Date January 13, 2014 Page No. Page 8 of 17

3.9 Deputy Quality Assurance Representative (DQAR)

The Deputy Quality Assurance Representative shall assist the QAR for the proper and effective implementation of the Commission’s Quality Management System.

3.10 Management Review Committee (MRC)

The Management Review Committee shall be responsible for the effective implementation of the Quality Standards System, which includes among others i.e. corrective and preventive actions on non-conformances, internal and external audit.

3.10.1 Management Review Meeting (MRM)

NTC shall conduct at least once a year a management review to ensure the continued applicability, suitability and effectiveness of the quality system in complying with its policies and standards.

The management review shall include but not limited to:

Over-all system effectiveness

Consideration of new policies, rules and regulations

Internal and external audit reports

Non-conformities and complaints

The QAR shall keep the record of said meeting for five (5) years.

Minutes of Meeting shall be submitted to the MARINA through the QAM.

3.10.2 Regional Management Review Meeting (RMRM)

All Regional QAR shall conduct a Regional Management Review meeting within their area of jurisdiction to ensure effectiveness of the QSS.







The RMRM Agenda shall include but is not limited to the following:

Result of First Level and/or Second Level Audit

Result of Central Management Review Meeting

Feedback from seafarers

Process Performance

Resources and Training Requirements

Other matters

The Agenda, Record of Attendance and Minutes of Meeting shall be forwarded to the Quality Assurance Representative (QAR). RMRM shall be conducted at least once a year.

3.11 Documents and Records Control Officer

The Document and Records Control Officer is in charge of the record keeping of all documents pertaining QSS manual. He shall ensure that all documents are kept safe, orderly and are available when needed.

3.12 Quality Assurance Representative Secretary

The Quality Assurance Representative Secretary shall be responsible for the recording of all incoming and outgoing documents. He/she shall assist the QAR in scheduling and recording the minutes of the meeting; coordinates with the Chief, Management Division, Management Review Committee, and all unit Heads regarding updates and maintenance of existing QSS.







Figure 1 ORGANIZATIONAL STRUCTURE







COMMISSIONER

Deputy Commissioner Deputy Commissioner

Legal Branch

(LB)

Radio Operator Examination

Committee (ROEC)

15 Regional Offices

Quality Assurance Representative (QAR)

Administrative Branch

(AB)

Records Section

Human Resources

Division

Planning, Financial and Management

Branch (PFMB)

Deputy Quality Assurance

Representative (DQAR)

General Services

Division

Information Technology Unit (ITU)

Adjudication Division

(AD)

Safety Radio

Services and STCW Compliance

Division (SSCD)

Internal Legal Affairs

Division (ILAD)

Special Licensing

Branch (SLB)

Consumer Welfare and Protection Division (CWPD)

Corporate Planning &

Programming Division

Finance Division

(FD)

Management Division

(MD)

STCW

Section

4.0 RESOURCE MANAGEMENT 4.1 Provision of Resources

NTC ensures that each unit is provided with sufficient, competent, qualified, experienced and trained personnel to implement and control all their respective scopes of responsibilities and activities under STCW Convention. NTC shall allocate resources on the conduct of quality standards system activities. This shall include provision of equipment, software, supplies and materials, including assignment of trained and qualified personnel to monitor verification activities, including internal quality audits.

4.2 Human Resources 4.2.1 General

To ensure all the respective scope of services are maintained and improved, each member-agency is committed to recruiting and appointing competent human resources not only to comply with STCW standards, but also to take care of the dynamic demands for higher education, training and qualification standards of seafarers.

4.2.2 Competence, Training and Awareness

4.2.2.1 NTC has established a Team of trained and qualified independent Auditors and Evaluators to periodically audit/monitor its units, Radio Maritime Training Institutions and Maritime Assessment Centers to ensure the implementation and compliance with the QSS and relevant requirements of the 1978 STCW Convention, as amended.







.1 QUALIFICATIONS FOR AUDITORS:







QUALIFICATION LEAD

AUDITOR AUDITOR

SUPPORT STAFF /

OBSERVER

Education College

Graduate Tertiary Level

Auditor training Certificated in Lead Auditors

Course

Certificated in ISO 9001:2008

Certificated in Internal Quality Audit

Audit experience

At least four complete audits within the last five (5) years

At least three complete audits

as observer within the last

five years

N/A

Knowledge Applicable STCW Regulations Basic knowledge of the NQSS/QSS

.2 QUALIFICATIONS FOR EVALUATORS OF RMTI AND MAC

QUALIFICATION LEAD

EVALUATOR EVALUATOR OBSERVER

Education BS ECE Tertiary Level

Training

Trained on Audit processes and procedures

Awareness Training in ISO 9001:2008

Internal Quality Audit

Orientation on the approved

Monitoring Instrument

Monitoring experience

At least four (4) completed monitoring activity /

inspection

Three completed monitoring/

inspection as observer

N/A

Knowledge

Expertise on the elements and processes of evaluation

Technical expertise on the program/ course to be evaluated

Basic knowledge of member agencies issuances on applicable STCW Regulations

Familiar with the monitoring instrument and

monitoring procedures






Revision Date September 25, 2013 Page No. Page 14 of 17

4.2.2.2 NTC has set certain qualifications standards who are directly handling application for accreditation of RMTI, MAC and COC

.1 QUALIFICATIONS FOR SCREENER / ADMINISTRATIVE PERSONNEL:

QUALIFICATION EXAMINER ASSESSOR SCREENER/ADMIN

PERSONNEL

Education BS ECE College Graduate College Graduate

Training

Attended an orientation seminar on local and international Radio Regulations, STCW Convention, SOLAS, QSS Awareness Seminar, GMDSS Training Course or IMO Model Course 3.12

Attended an orientation seminar on local and international Radio Regulations, STCW Convention, SOLAS, QSS Awareness Seminar, GMDSS Training Course or IMO Model Course 3.12

GMDSS Orientation Seminar

QSS/NQSS Awareness Seminar

Experience

At least 3 months as member of

ROECSG

At least 6 months as staff Engineer with the technical

department or Regional Office responsible for

licensing of RMTI and COC

At least 6 months as staff personnel with the technical

department particularly on licensing and

accreditation of RMTI and MAC







4.2.2.3 For other Personnel directly handling the QSS, NTC has

set minimum qualification standards as follows:

.2 QUALIFICATIONS FOR QSS PERSONNEL:

POSITION MINIMUM REQUIREMENTS

Quality Assurance Representative

Director Level Certificated in Lead Auditors Course Certificated in ISO 9001:2008 Familiar with 1978 STCW Convention,

as amended Basic knowledge of the NQSS and

proficient in their agency’s QSS

Deputy Quality Assurance Representative

Supervisory level duly designated by the member-agency

Certificated in Lead Auditors Course Certificated in ISO 9001:2008 Familiar with 1978 STCW Convention,

as amended Basic knowledge of the NQSS and

proficient in their agency’s QSS

QAR Secretary

Training in ISO 9001:2008 Familiar with 1978 STCW Convention,

as amended Basic knowledge of the NQSS/QSS

Documents and Records Control Officer

Certificated in ISO 9001:2008 Certificated in Document and Records

Control Familiar with 1978 STCW Convention,

as amended Basic knowledge of the NQSS/QSS







4.2.2.4 Management of Impartiality

.1 NTC ensures that all personnel assigned with responsibilities to implement the QSS and the STCW have no potential interest with the RMTI or MAC.

.2 Evaluators, assessors and examiners are required to accomplish under oath, the Declaration of Affiliation form indicating therein their affiliations with any GMDSS Radio Operator, RMTI or MAC.

4.3 Infrastructure

NTC has determined, provided and maintained the infrastructure needed to achieve QSS compliance by providing within NTC building sufficient office space and associated utilities, process equipment and supporting services.

4.4 Work Environment

NTC has determined and managed the work environment needed to achieve conformity to the QSS and all the requirements of the 1978 STCW Convention, as amended.

Details of activities are found in QPR-01.







General

This Quality Standards System (QSS) prescribes NTC’s organizational structure, quality policy, processes, procedures, work instructions and the documents and forms necessary for the full and complete implementation of the 1978 STCW Convention, as amended.

This QSS shall cover the operation of NTC’s Accreditation of Radio Maritime Training Institutions and Maritime Assessment Centers and Administration of GMDSS Radio Operator’s Examination in compliance with the requirements of the 1978 STCW Convention, as amended.

The functions performed by the Commission cover the following:

1. Accreditation of Radio Maritime Training Institutions

2. Administration of GMDSS Radio Operator Examination

3. Joint Monitoring of Radio Maritime Training Institutions and Maritime Assessment Centers

4. Cancellation / Revocation / Suspension of Certificates

5. Accreditation of Maritime Assessment Centers



Document Title QUALITY SYSTEM




The QSS is documented in three (3) levels as follows: Quality Systems Procedures

The Commission shall document procedures in compliance with the requirements of the National Quality Standards System and shall effectively monitor the implementation of its quality system.







Figure 2

Quality Policy Manual

Quality Forms and Documentation Manual

LEVEL

3

LEVEL

2 Quality Procedures Manual (Describes how the Policies will

be achieved)

LEVEL

1

Quality Planning

NTC shall undertake quality planning activities in determining whether the requirements for quality system are met and improved. NTC shall adopt the continual improvement diagram as its quality plan.








CONTINUAL IMPROVEMENT OF THE QUALITY STANDARDS SYSTEM

FEEDBACK

LEGEND: Information flow

Value-adding activities

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MA

C,

GM

DS

S R

AD

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EX

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(CU

ST

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)

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MP

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RM

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AC

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(CU

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MANAGEMENT

REVIEW

RESOURCE MANAGEMENT

Administrative Branch, Planning, Financial & Management Branch

MEASUREMENT, ANALYSIS and

IMPROVEMENT Special Licensing Branch,

IQA, ROEC,

1978 STCW

CONVENTION, AS

AMENDED

(INPUT)

CERTIFICATION

(PRODUCT)

SERVICE REALIZATION Regional Offices,

Special Licensing Branch, ROEC

CWPD

General

All documents related to Quality Standards System, including documents of external origin, shall be controlled. Copies of Policy Manual, Procedures Manual and Support Procedures Manual shall be issued to authorized personnel (see Distribution List). Documents and Data Approval Issue 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 operator’s 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. Uncontrolled copies may be issued to any government agency or private organization / association, upon request, subject to the approval of the Commissioner. Uncontrolled copies of this manual shall not be maintained as part of the documentation control procedure. A record of distribution shall be generated and maintained by the Quality Assurance Representative who is responsible for issuing and control of this manual and its subsequent revision/s. Recipient of this quality policy manual shall be required to acknowledge receipt hereof. 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.

1.2 Pertinent issues of documents shall be available at areas where the Quality Standards System is being performed.



Document Title CONTROL OF DOCUMENTS




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. Obsolete documents that are retained for legal and/or knowledge preservation purposes are suitably identified and labeled.

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”. Uncontrolled documents may be used in place of controlled documents for clients. Uncontrolled documents are those copies of controlled documents which are not under the control of the Quality Assurance Representative and as such they are not governed by the document data control system.







Document and Data Changes

Changes in existing documents shall follow established procedures. Any revisions shall be reviewed and approved by the same personnel who perform the original review and approval, unless assigned otherwise. If assigned to another person, he must have pertinent information to serve basis of his review and approval. External Communications Top Management shall ensure that appropriate communication processes are established within the organization. All external documents such as letters, MARINA Circulars and other STCW matters/documents are properly recorded, acted upon and filed. Details of activities are found in QPR-03.





Revision No. November 7, 2013 Approved by Commissioner


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 procedures include identification, documentation, evaluation, correction and prevention of non-conformances.

Reports of non-conformance/s are recorded by the originator on a Non-conformance & Corrective/Preventive Action Report Form (NC-C/PAR) and shall describe the non-conformity and the details of the corrective action to be taken.

The Quality Assurance Representative and the divisions performing maritime related functions and activities shall maintain a list of non-conformances. Review and Correction 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. Details of activities are found in QPR-04.



Document Title CONTROL OF NON-CONFORMANCES




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

Procedures are established, documented and maintained for implementing corrective and preventive action/s. Corrective or preventive action/s which takes into consideration the magnitude of problems and the risks encountered is taken to eliminate cause(s) of actual or potential non-conformance. Any changes to the documented procedures resulting from corrective and preventive action/s are recorded.

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




Document Title CORRECTIVE AND PREVENTIVE ACTION




General

Quality records shall be maintained to demonstrate the achievement of conformance to specified requirements and shall indicate the effective operation of the quality management system.

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.

If contractual obligation is required, such records shall be maintained for a longer specified period and be made available for client’s evaluation when appropriate.




Document Title CONTROL OF QUALITY RECORDS



Revision Date October 4, 2013 Page No. Page 1 of 1

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. Qualified personnel, independent of the function being audited shall be assigned to perform the audit. 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. First Level Internal Quality Audit (IQA)

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.



Document Title INTERNAL QUALITY AUDIT




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:

1. The various divisions, sections, units in the organizational structure

2. Administrative procedure

3. Familiarity with, and adherence to procedures and policies

4. Documentation reports, and records keeping






Revision Date September 20, 2013 Page No. Page 2 of 3

The basis of prioritization of areas of activities to be audited shall include changes in the organizational structure, policies and procedures, personnel and reported non-conformance/s.

A summary in the form of an Internal Quality Audit Report shall be complied and submitted to the Quality Assurance Representative for Management Review.

Second Level Internal Quality Audit (IQA)

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.

Training shall be conducted in accordance with the training procedure. A list of essential training needed by the officials and employees for the effective implementation of the quality management system especially for specific assigned task is established. This list shall be maintained as the standard training program listing.

The training program may include courses conducted in-house by external organizations and/or on-the-job training.

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.




Document Title TRAINING




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. The agency concerned shall establish and maintain documented procedures of implementing and controlling the application of the statistical techniques identified but not limited to the following areas:

1. Number of Radio Maritime Training Institutions granted accreditation

2. Number of Maritime Assessment Centers granted accreditation

3. Number of Examinees that has passed or failed in a given examination

4. Number of Cases filed against GMDSS Radio Operator Examinees and accredited Radio Maritime Training Institutions (RMTI)/Maritime Assessment Centers (MAC) for violation of existing radio laws, rules and regulations.




Document Title STATISTICAL DATA




General

NTC controls and verifies by means of documented procedures all processes that affect the quality of its services on the following:

A. ACCREDITATION OF RADIO MARITIME TRAINING INSTITUTION

A Radio Maritime Training Institution (RMTI) offering short-term GMDSS radio communication courses prescribed under the standards and procedures of this manual shall be duly licensed and recognized by the Commission. It must comply with the minimum prescribed checklist of requirements stipulated under NTC Memorandum Circular No. 17-12-2002. Conduct of training by RMTI without the required certificate of accreditation and radio station license/s shall be dealt with accordingly by the Commission. Likewise, all training certificates issued by the radio maritime training institution as proof of compliance with the requirement of the STCW Convention shall not be honored. The RMTI shall then be ordered to refrain from offering the GMDSS radio communications course/s and shall accept the consequences of filing an administrative case by the NTC. An RMTI shall be required to maintain a 70% passing on the NTC competency examination, on a yearly basis. Failure on its part to maintain above condition will serve as one of the basis for suspending its operation. The RMTI shall be subjected to re-evaluation by the NTC Qualified Assessors; the Qualified Assessors shall then recommend necessary corrective measures to improve the quality and methods of instruction in their respective training centers.

Details of activities are found in QPR-10.1

B. ADMINISTRATION OF GMDSS RADIO OPERATOR EXAMINATION

The National Telecommunications Commission (NTC) shall administer the conduct of examination to GMDSS radio operator pursuant to NTC Office Order Nos. 37-04-2004, 029-04-2010 and 102-08-2014.



Document Title CONTROL FUNCTIONS




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.


C. JOINT MONITORING OF RADIO MARITIME TRAINING INSTITUTIONS AND MARITIME ASSESSMENT CENTERS

All accredited Radio Maritime Training Institutions (RMTI) offering short-term GMDSS radio communication courses and Maritime Assessment Centers (MAC) offering and conducting practical assessment using the GMDSS simulation shall be monitored regularly by the NTC qualified assessors/inspectors to ensure compliance pursuant to NTC Memorandum Circular No. 17-12-2002, Office Order No. 029-04-2010 and 49-06-2013. The National Telecommunications Commission (NTC) shall conduct the monitoring activity thru scheduled or unscheduled inspection. Findings of the inspection shall be discussed and decided upon based on the existing standards or regulations of the Commission. Details of activities are found in QPR-10.7. D. CANCELLATION / REVOCATION / SUSPENSION OF CERTIFICATES

Accredited Radio Maritime Training Institutions (RMTI) and Maritime Assessment Centers (MAC) found violating the provisions of Act 3846, as amended, Department Order No. 11, and other applicable laws and regulations shall be subject to cancellation / revocation of their certificates.

The Commission shall be responsible for the cancellation / revocation / suspension of the certificates after due legal process.

Details of activities are found in QPR-10.8.







E. ACCREDITATION OF MARITIME ASSESSMENT CENTERS

A Maritime Assessment Center offering and conducting a practical assessment using the GMDSS simulation prescribed under the standards and procedures of this manual shall be duly licensed and recognized by the Commission. It must comply with the minimum prescribed checklist of requirements stipulated under NTC Office Order No. 029-04-2010. Conduct of practical examination by Maritime Assessment Center without the required certificate of accreditation shall be dealt with accordingly by the Commission. Likewise, all practical assessment certificates issued by the maritime assessment center as proof of compliance with the requirement of the STCW Convention shall not be honored. The Maritime Assessment Center shall then be ordered to refrain from offering and conducting practical assessment and shall accept the consequences of filing an administrative case by the NTC. The Maritime Assessment Center shall be subjected to inspection and evaluation by the NTC Qualified Evaluators. The Qualified Evaluators shall then recommend necessary corrective measures to improve the quality and methods of practical assessment.







Revision Date July 15, 2015 Page No. Page 3 OF 3

Terms of Reference

The following are the TOR for the independent evaluation:

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.

Qualifications of Independent Evaluators

A pool of qualified evaluators who shall conduct independent evaluation in accordance with the requirements of Regulation I/8 and Sections A-I/8 and B-I/8 of the STCW Convention shall be designated by the Administration and shall come from governmental and/or non-governmental bodies.

Considerations

The independent evaluation is, in effect, an external review by experts – selected according to the nature of operation. Auditors should have extensive knowledge of quality audit practices in maritime administration and be aware of the strength and weaknesses which maybe encountered within the system.

The independent evaluation shall examine the system that controls the activities of the administration on the training and assessment.

Notwithstanding the provisions of paragraph 3 of Section A-I/8 of the STCW Code, an independent evaluation of the knowledge, understanding, skills and competence acquisition and assessment activities in the certification system shall be conducted at intervals of three (3) years in order to verify that:

All internal arrangement control and monitoring measures and follow-

up actions comply with planned arrangements and documented procedures and are effective in ensuring achievement of the defined objectives;



Document Title INDEPENDENT EVALUATION




The results of each independent evaluation are documented and brought to the attention of those responsible for the area evaluated; and

Timely action is taken to correct deficiencies.


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.

Details of activities are found in QPR-11

Republic of the Philippines

Office of the President

NATIONAL TELECOMMUNICATIONS COMMISSION


Document Title INDEPENDENT EVALUATION




The NTC ensures that documented procedures for Contract Review and the coordination of related activities thereto are established and maintained.

Contract Review covers:

1. Clear and adequate definition and documentation of contract requirements;

2. Establishment of amendments;

3. Circulation within the divisions responsible in the accreditation of radio maritime training institutions, maritime assessment centers and administration of GMDSS radio operator’s examination; and

4. Manner by which the review was agreed upon contract acceptance.

The Contract Review shall apply to applications for the accreditation of radio maritime training institutions, maritime assessment centers and GMDSS radio operator’s examination.




Document Title CONTRACT REVIEW




NTC maintains suitable records to enable identification and traceability of accredited radio maritime training institutions, maritime assessment centers and GMDSS radio operator’s examinee. Each radio maritime training institution and maritime assessment center has a permanent unique number readily identifiable and traceable to specified records.

Documented procedures for unique identification are established and maintained.




Document Title IDENTIFICATION AND TRACEABILITY




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 operator’s 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.




Document Title HANDLING, STORAGE, PACKAGING, PRESERVATION AND DELIVERY




Purchase of equipment, supplies, relevant documents and certificates are made through the General Services Division of the NTC in accordance with Implementing Rules and Regulations (IRR) of Republic Act No. 9184 known as an Act Providing for the Modernization, Standardization and Regulation of the Procurement Activities of the Government and for other purposes.




Document Title PURCHASING




Quality service shall be ensured to meet client’s requirements specifically in terms of accuracy and expediency. Procedures shall be established to solicit, verify, and address comments and/or complaints thru the Commission’s Consumer Welfare and Protection Division (CWPD).




Document Title FEEDBACK MECHANISM


