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FINDINGS Department Procedure Areas for Improvement Auditor

Clause 7.2(c) states that the organization shall where applicable, take actions to acquire the
necessary competence, and evaluate the effectiveness of the actions taken. The organization
AREAS FOR IMPROVEMENT CPD - TCHWPS Competence Evaluation evaluates the effectiveness of trainings attended by the staff through the Training Report. However, AGBAYNOSA
the memorandum containing instructions on submission of Training Report does not have a
deadline.

Clause 7.4 states the the organization shall determine the internal and extaernal communications
AREAS FOR IMPROVEMENT CPD - TCHWPS Preparation of communication letter relevant to the QMS. There is an existing practice on preparing communication letters. However, AGBAYNOSA
there are no guidelines and format for the communication letter.

Clause 8.5.4 states that the organization shall preserve its output. Preservation can include
AREAS FOR IMPROVEMENT CPD - TCHWPS Preservation of permit prior to releasing identification, handling, contamination control, storage, and protection. There is a temporary AGBAYNOSA
to client storage box in the Records Section to store and protect the permits. However, the boxes are not
labelled and thus, the contents could not be easily identified.

Clause 9.1.1 states that the organization shall determine what needs to be monitored and
AREAS FOR IMPROVEMENT CPD - TCHWPS Monitoring and measurement of measured in the performance evaluation. Semi-annual monitoring through the individual AGBAYNOSA
Performance Evaluation
Accomplishment Report does not contain quantifiable measures to monitor performance evaluation.

Clause 9.1.2 states that the organization shall monitor customers' percepions of the degree to
which their needs and expectations have been fulfilled and that the organization shall determine
AREAS FOR IMPROVEMENT CPD - TCHWPS Conduct of Customer Survey the methods for obtaining, monitoring and reviewing this information. The organization created AGBAYNOSA
customer survey forms to obtain customer feedback. However, the organization has no method for
monitoring and reviewing of the information.

The Quality Policy was documented. However, it was not signed/approved, not communicated all
NON-CONFORMANCE CPD - TCHWPS Communicating the Quality Policy throughout the organization and is not available to all relevant parties. Contrary to the requirement AGBAYNOSA
of the Quality Management System under Clause 5.2.2

NON-CONFORMANCE CPD - TCHWPS Establishment of Quality Objectives The Quality Objectives are consistent with the Quality Policy in compliance to Clause 6.2.1 of the AGBAYNOSA
QMS. However, it was not approved/signed.
The Organization, in compliance to Clause 6.2.2 of the QMS, planned its quality objectives in a
NON-CONFORMANCE CPD - TCHWPS Planning how to achieve he quality manner that it is identifiable and can be evaluated. However, during the time of audit, the Quality AGBAYNOSA
objectives
Objectives and Plan is not approved/signed.

Clause 7.3 states that the organization shall ensure that persons doing work under the
organization's control are aware of the quality policy, relevant quality objectives, their contribution
NON-CONFORMANCE CPD - TCHWPS Awareness to the effectiveness of the quality management system, including benefits of improved AGBAYNOSA
performance, and the implications of not conforming with the quality management system
requirements. There are methods in place to ensure awareness however, the document containing
the aforementioned information is not signed/approved.
FINDINGS Department Procedure Areas for Improvement Auditor
Clause 7.5.2 states that when creating and updating documented information, the organization
NON-CONFORMANCE CPD - TCHWPS Creating and updating of documented shall ensure appropriate identification. The Quality Objectives and Plan of the seciton does not have AGBAYNOSA
information a reference number.

Clasue 7.5.3.1 states that the documented information required by the quality management system
NON-CONFORMANCE CPD - TCHWPS Control of documented information and by ISO 9001:2015 shall be controlled to ensure it is adequately protected (ex from loss of AGBAYNOSA
integrity). The Quality Objectives and Plans (QOP) does not have a document control number and is
not signed/approved; hence, the validity of the document cannot be verified.

Clause 8.1 states that the organization shall plan, implement and control the processes needed to
NON-CONFORMANCE CPD - TCHWPS Operational planning and control meet the requirements for provision of products and services. The organization has established the AGBAYNOSA
requirements for its product and services and the needed resources in its draft Quality Objectives
and Plans. However, the document is not signed and approved.

Clasue 8.2.2 states that the organzation shall ensure that the requirements for the products and
services are defined and that the organization can meet the claims for the products and services.
NON-CONFORMANCE CPD - TCHWPS Determining the requirements related to The requirements for the products and services are enumerated in the process flow with document AGBAYNOSA
products and services no: CPD-TH-PR-008 and in the Citizen's Charter. However, the process flow is not signed and
approved.

Clause 8.2.3.1 states that the organization shall conduct a review before commiting to supply
NON-CONFORMANCE CPD - TCHWPS Review of requirements related to products and services to the customer. There is a review process in place in the process flow with AGBAYNOSA
products and services document no: CPD-TH-PR-008 and in the Citizen's Charter. However, the process flow is not signed
and approved.

Clause 7.1.4 states that the organization shall determine, provide and maintain the infrastructure
CONFORMANCE CPD - TCHWPS Environment of the operation of process necessary for the operation of its processes to achieve conformity of products and services. The AGBAYNOSA
work environment has a space provided for clientele assistance and inquiry and basic supplies and
equipment (such as office supplies: paper, etc. and computers) are provided for all employees.

Clause 7.1.5.1 states that the organization shall determine and provde the resources needed to
ensure valid and reliable results when monitoring or measuring is used to verify the conformity of
CONFORMANCE CPD - TCHWPS Monitoring and measuring resources products and services to requirements. The organization documented its monitoring through the AGBAYNOSA
Quarterly Accomplishment Report. The organization also conducts quarterly assessment to serve as
monitoring activity.

Clause 7.1.6 The organization shall determine the knowledge necessary for the operation of its
processes and to achieve conformity of products and services. This knowledge shall be maintained
CONFORMANCE CPD - TCHWPS Organizational knowledge and made available to the extent necessary. Staff attended training to level-off technical knowledge AGBAYNOSA
needed to perform necessary functions in permit application process and knowledge is transmitted
through activity reports and minutes.

Clause 7.5.3.2 states that for the control of documented information, the organization shall address
CONFORMANCE CPD - TCHWPS Control of documented information the control of changes. Permits are properly documented with control number to prevent AGBAYNOSA
unauthorized revision of the document.
FINDINGS Department Procedure Areas for Improvement Auditor

Clause 8.2.1 states that communication with customer shall include providing information relating
to products and services, handling enquiries, and obtaining customer feedback including customer
CONFORMANCE CPD - TCHWPS Customer communication in relation to complaints. There is a provision for client inquiry in the workplace and there is a telephone allocated AGBAYNOSA
requirements for products and services
for permit inquiries. Also, the Citizen's Charter, which contains documentary requirements and
processes for each permit, is available to customers

Clause 8.5.2 states that the organization shall use suitable means to identify the output and its
status with respect to monitoring requirements, and to retain documented information necessary
CONFORMANCE CPD - TCHWPS Identification and traceability to enable traceability. Permits and routing slip have unique reference numbers for identification and AGBAYNOSA
can be traced through the document tracking system. The permit is reviewed throughout the process
by the Section chief, Division chief, and Regional Director to ensure that it is error-free as illustrated
in the Routing Slip.