MNWD QMS Manual Generalization FINAL DRAFT

Republic of the Philippines
METROPOLITAN NAGA WATER DISTRICT

40 J. Miranda Avenue, Naga City
www.mnwd.gov.ph
QUALITY
MANAGEMENT
SYSTEM
MANUAL
ISO 9001:2015
2017
METROPOLITAN NAGA WATER DISTRICT Document Code: MNWD-QMS
QUALITY MANAGEMENT SYSTEM Revision No.: 01

Effectivity Date: March 2017
MANUAL Page No.: Page 2 of 37
TABLE OF CONTENTS
1.0 Introduction …………………………………………………………………….….. 3
2.0 Mandate of MNWD ………………………………………………………….…….. 4
3.0 Vision ………………………………………………………………….…………….. 4
4.0 Mission ………………………………………………………………………………... 5
5.0 Value Statement ………………………………………………………………….…….. 5
6.0 Quality Policy ………………………………………………………………….…….. 5
7.0 MNWD Organizational Description ………………………………………….…….. 5
7.1. Management Support Services ………………………………………….…….. 5
7.2. Engineering and Environmental Department ………………………………... 6
7.3. Production Department ………………………………………………………... 6
7.4. Pipelines and Appurtenances Maintenance Department ………………………... 6
7.5. Commercial Services Department ………………………………………………... 7
7.6. Administrative Services Department ……………………………………………...… 7
7.7. Finance Department ………………………………………………………………... 7
8.0 General Business Process Map ……………………………………………………....... 8
9.0 QMS Organizational Structure ……...……………………………………………….. 10
10.0 Scope of QMS ………………………………………………………………………. 12
11.0 MNWD Business Process of Scope …………………………………….…..…….. 12
12.0 Stakeholders, their Issues and Requirements ………………………………………. 13
13.0 Description of Different Divisions involved in QMS Scope ………………………. 15
13.1. Management Support Services ………………………………………………. 15
13.1.1. Information & Communications Technology Section ………………. 15
13.1.2. Public Relations and External Affairs Section ………………………. 15
13.1.3. Internal Audit Section ………………………………………………………. 16
13.2. Administrative Services Department ………………………………………. 16
13.2.1. Administrative / General Services, Materials and Supply Management
Division …………………………………………………………..……16
13.2.2. Human Resource Division ………………………………………………. 17
13.3. Production Department ………………………………………………………. 18
13.3.1. Water Quality Division ………………………………...........……….. 18
13.3.2. Water Production and Electro-Mechanical Division ………………………. 18
13.4. Engineering and Environmental Department ………………………………. 18
13.4.1. Environment and Water Resources Division ………………………………. 19
13.4.2. Planning, Design and Construction Division ………………………………. 19
13.5. Finance Department ………………………………………………………………. 19
13.5.1. Accounting Division ………………………………………………………. 20
13.5.2. Treasury and Budget Division ……………………...……………….. 20
13.6. Commercial Services Department ……………………...……………………….. 21
13.6.1. Customer Services Division ………………………...…………………….. 21
13.6.2. Customer Accounts Division …………………………………………...….. 21
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checking the effectivity date of the CONTROLLED COPY in the MNWD FILE SERVER/WEBSITE.

13.7. Pipeline and Appurtenances Maintenance Department ………………………. 22

13.7.1. Water Distribution and Restoration Division ………………………………..22
13.7.2. Pipeline Leakage Control and Non-Revenue Water Management Division... 23
14.0 Management Process Description ………………………………………………. 23
15.0 Core Process Description ………………………………………………………. 24
16.0 Support Process Description ………………………………………………………. 25
17.0 Quality Objectives of Different Divisions ………………………………………. 26
18.0 Detailed Processes and Procedures …………………………………………….… 27
19.0 Control of Documented Information ………………………………………………. 32
ANNEXES
A. MNWD Organizational Structure ……………………………….……………… 34

B. Organizational Performance Indicator Framework ………………………………. 35
C. Logical Framework ………………………………………………………………. 36
D. QMS Organizational Structure ………………………………………………. 37

1.0 INTRODUCTION
In compliance with Executive Order (EO) No. 605 (Document No. 1),
Institutionalizing the Structure, Mechanisms, and Standards to Implement the
Government Quality Management Program, Amending for the Purpose
Administrative Order No. 161, s. 2006, which was issued to effect improvement in
public sector performance by ensuring the consistency of products and services
through quality processes, the Metropolitan Naga Water District (MNWD) shall
undertake the establishment of a Quality Manual System (QMS) certifiable to the ISO
9001:2015 standard. The ISO 9001:2015 shall provide a globally recognized standard
that would transform MNWD’s current management system to a certifiable QMS.
The MNWD-QMS shall be in compliance with the Inter-Agency Task Force

on the Harmonization of National Government Performance Monitoring, Information
and Reporting Systems Memorandum Circular No. 2016-1 (Document No.2) setting
the Performance Targets for CY 2016. The MNWD is classified as a Category A
Water District under the Revised Local Water District Manual on Categorization and
Re-categorization or LWD-MACRO (Document No.3).
The MNWD-QMS shall define the interrelated/interacting elements that allow

the organization to establish its policy and objectives related to quality and to achieve
those objectives.
It shall ensure operational and cost reduction benefits through the delivery of
mandated functions with the establishment of a system for control of non-conforming
services and performance of an internal quality audit. Documents and records
management is better controlled with the strict implementation of established
procedures. Enhanced knowledge and understanding of basic processes and
procedures of the different operating and support units of the MNWD will result to
improved staff discipline and capability.
The commitment of management to provide necessary resources such as

competent human resources, good working environment and well-maintained
infrastructure shall result to a more transparent and improved management system,
thereby, maintaining the trust and confidence of customers and the general public.

Eventually, this proposed undertaking of Management will translate to cost reduction

and/or savings as a result of efficient and contented workforce.
2.0 MANDATE OF MNWD
Pursuant to Section 5 and 6 of Presidential Decree (PD) No. 198, otherwise

known and referred to as the "Provincial Water Utilities Act of 1973", Local Water
Districts may be formed for the purpose of (a) acquiring, installing, improving,
maintaining and operating water supply and distribution systems for domestic,
industrial, municipal and agricultural uses for residents and lands within the
boundaries of such districts, (b) providing, maintaining and operating wastewater
collection, treatment and disposal facilities, and (c) conducting such other functions
and operations incidental to water resource development, utilization and disposal
within such districts, as are necessary or incidental to said purpose.
“An organization full of dynamism working for the improvement of the living
standards of the people through fast and technologically suitable water services
characterized by the basic values of team work, integrity and professionalism
advocating nature protection and water resources conservation” shall serve as the
MNWD’s guiding principle in the performance of its basic mandate of Level III
Water Supply for the City of Naga and the neighboring Municipalities of Canaman,
Magarao, Camaligan and Gainza, all of Camarines Sur.
The MNWD shall ensure that water production from its water resources,
springs and production wells, complies with the parameters set forth by the Philippine
National Standards for Drinking Water (PNSDW) and the water safety parameters by
the Department of Health (DOH) and World Health Organization (WHO).
In the attainment of this water service provision, the MNWD shall see to it
that monitoring and measurement activities at appropriate stages of the production
process are in-placed in order to avoid errors.
In pursuit of the above stated mandate, the MNWD Vision, Mission, Values and
Quality Policy are herein enumerated:
3.0 VISION

A dynamic water district contributing to the improvement of the living

standards of the people.
4.0 MISSION
To provide fast and technologically suitable water services within our service
coverage area.
5.0 VALUE STATEMENT
A well-organized team advocating Honesty, Excellence, Accountability,

Respect, and Teamwork towards nature protection and water resources conservation
imbued with integrity and professionalism.
6.0 QUALITY POLICY
We are devoted to the development of sustainable water supply within the

Metropolitan Naga Water District area;
We shall provide safe, adequate and affordable potable water through

maintenance of watersheds, environmental protection and wastewater management;
We are an institutionally efficient and financially viable water utility; we

pledge to continually improve our services in compliance with ISO 9001:2015
requirements.
7.0 MNWD ORGANIZATIONAL DESCRIPTION
The MNWD Organizational Structure (Annex A) is premised on the basic

definition of management as the art and science of getting things done through the
efforts of people. It is the continuous interplay of the elements, functions, principles
and practices of management. The notion that: “Human Resource is the most
important element of management”, was given due consideration in the structuring of
the MNWD as an organization.
Policy formulation and overall direction is vested on the Board of Directors

while overall management control and supervision is exercised by the General

Manager, duly assisted by the following line departments and functional divisions, to
wit:
7.1. The Office of the General Manager (OGM) is essentially responsible for all staff
support functions for the Management as well as the implementation of formulated
policies by the Board of Directors and Management. It focuses on the coordination of
all line departments and has to communicate with all operating units to make sure
that the District performs in accordance with policies, rules and procedures. The
OGM is subdivided into three (3) sections, namely: Information & Communications
Technology Section, Public Relations and External Affairs Section (PREAS) and (3)
Internal Audit Section. These sections provides Management Information Systems
such as: Computer Maintenance, User Support and Management Support Services
such as: Public Relations and Information, Documentation, Recording including
Internal Audit.
7.2. The Engineering and Environment Department (EED) is responsible for water
resources infrastructure and environmental concerns of the MNWD. It is composed
of two (2) operating divisions, namely: Environment and Water Resources Division
(EWRD) and Planning, Design and Construction Division (PDCD). The EWRD is
subdivided into two (2) sections, namely: Watershed Section and Wastewater
Section. The Wastewater Section of the EWRD is still in its development stage and
will take charge of septage collection, treatment and disposal. The PDCD is
subdivided into two (2) sections, namely: Planning & Design Section and
Construction Section. These sections are responsible for planning and design of
water resources related infrastructures, construction engineering, cost estimates and
drafting, including construction, project monitoring, supervision, project
implementation and contract administration.
7.3. The Production Department (PD) is responsible for water resources operation,
maintenance and potability assurance of drinking water for the public. The PD is
composed of two (2) operating divisions, namely: Water Production and Electro-
Mechanical Division (WPEMD) and Water Quality Division (WQD). The WPEMD
is subdivided into two (2) sections, namely: Water Production Section (WPS) and
Electro-Mechanical Section (EMS). The WQD is subdivided into (two) sections,
namely: Water Quality / Assurance Section (WQAS) and Laboratory Testing and
Analysis Section (LTAS).
7.4. The Pipelines and Appurtenances Maintenance Department (PAMD) is composed of

two (2) operating divisions, namely: Water Distribution and Restoration Division

(WDRD) and Pipelines, Leakage Control and Non-Revenue Water Management

Division (PLC&NRWMD). The WDRD is mainly responsible for Water Distribution
through a conveyance of pipes from the tapping points to the individual household
connections while the PLC&NRWMD focuses on the Pipelines and Leakage Control
from the sources to the distribution system. Restoration of physical damages affected
by activities in relation to the repair of pipelines are likewise the concerns of these
divisions. The WDRD is subdivided into two (2) sections, namely: Water
Distribution Section and Restoration Section while the PLC&NRWMD is subdivided
into two (2) sections, namely: Pipelines and Leakage Control Section and Non-
Revenue Water Management Section.
7.5. The Commercial Services Department is composed of two (2) divisions, namely:
Customer Services Division (CSD) and Customer Accounts Division (CAD). The
CSD is subdivided into two (2) sections, namely: Billing Section and Servicing
Section while the CAD is subdivided into three (3) sections, namely: Meter Reading
Section, Collection and Disconnection Section and Investigation Section. The CSD is
in charge of Billing and Frontline Services while the CAD is in charge of Meter
Reading, Investigation, Collection and Disconnection.
7.6. The Administrative Services Department (ASD) is composed of two (2) operating
divisions, namely: Administrative, General Services, Materials and Supply
Management Division (A/GSMSD) and Human Resource Division (HRD). The
A/GSMSD is subdivided into two (2) sections, namely: Admin/General Services
Section and Materials and Supply Management Section. The HRD is also subdivided
into two (2) sections, namely: Manpower Planning, Recruitment, Training and
Development Section. Administrative Services requirements of the MNWD is
provided by the Administrative, General Services, Materials and Supply
Management Division (A/GSMSD). Administrative and General Service including
Materials and Supply Management requirements of the different operating divisions
of the MNWD together with Meter Calibration Services are their primary concerns.
The Human Resource Division (HRD) is responsible for Manpower Planning,
Recruitment, Training, Development, Personnel Welfare and other competency and
organizational knowledge requirements of the MNWD.
7.7. The Finance Department (FD) is composed of two divisions, namely: Accounting
Division (AD) and Treasury and Budget Division (TBD). The AD is subdivided into
two (2) sections, namely: General Accounting Section and Payroll and Subsidiary
Section. The TBD is also subdivided into two (2) sections, namely: Treasury Section
and Budget and Budget Section. The AD is responsible for the recording of all

financial transactions of the MNWD which includes bookkeeping, processing of

disbursement transaction and payroll preparation. The TBD is concerned with the
collection, disbursements and budget preparations, including its monitoring.
8.0 GENERAL BUSINESS PROCESS
In adherence to the principles of Results – Based and Strategic Performance Based

operation of core functions of the Metropolitan Naga Water District (MNWD), the
Quality Management System is prepared to serve as a blueprint of work distribution
based on the Agency – Organizational Performance Indicator Framework (Annex B)
cascaded to the Working Units down to Individual Performers within the MNWD
hierarchy.
Likewise, major MNWD plans, programs and projects are in consonance with the five
(5) key result areas, namely: (1) Poverty Reduction and Empowerment of the Poor &
Vulnerable (2) Rapid Inclusive and Sustained Economic Growth (3) Integrity of the
Environment and Climate Change, Adaptation and Mitigation (4) Transparency,
Accountability and Participatory Government and (5) Just and Lasting Peace and the Rule
of Law, under Executive Order (EO) No. 43, series of 2011, dated May 13, 2011 and the
Logical Framework (Annex C) as contained in the MNWD Strategic Performance
Management System (SPMS) Manual.
The General Business Process Map focusing on the three (3) major core processes of
the MNWD and the Support Services including management processes are hereunder
presented.

The Management is responsible for policy implementation based on Board

Resolutions issued by the Board of Directors including internal issuances such as Office
Memoranda and Office Orders from the General Manager. Overall direction and
supervision through the Management Committee, target setting, needs assessment both
for short and long term strategic planning and development including monitoring and
evaluation for continual improvement and development of the MNWD-Quality
Management System (QMS) shall likewise be a primary concern for management.
The core processes of the MNWD in pursuit of its basic mandate is anchored on water
supply and distribution, water resource development, utilization and disposal including
wastewater collection, treatment and disposal. However, for purposes of this initial
MNWD-QMS, processes involved for wastewater facilities and services will not form
part of the core processes pending the completion of the septage treatment facility as
hereunder presented.

Organizational knowledge and competency, Management Information and Public

Relation Services, Customer Services, Accounting, Treasury and Budgeting Services,
Administrative/General Services including Materials and Supply Management pursuant to
its basic mandate shall form part of the MNWD Business Process to ensure the smooth
delivery of the core processes. The MNWD shall strive to make its business faster,
simpler with utmost efficiency, reduce risk, streamline processes and operate in a
sustainable manner.
9.0 QMS ORGANIZATIONAL STRUCTURE
The QMS Organization Structure (See Annex D) per MNWD Memorandum No.
OGM 2016-12-040 (Document No.5) dated December 2016 is a manifestation of a
dynamic organization through the combination of the conventional and the matrix type or
the project management style (“Ringiseido”) of organization. The Core team is so
organized to focus on the organization’s objectives, rather than the hierarchy of authority.
This type of a combined organization is termed as "Halo-Halo" or Filipino style of
management.
The vision, mission and quality policy will be the guiding principles for the
attainment of MNWD’s quality objectives.
The roles and responsibilities of the key players for the establishment, implementation
and monitoring of the MNWD-QMS are as follows:
9.1. Roles and Responsibilities of Top Management
9.1.1. Leads the establishment, implementation, and monitoring of the QMS.

9.1.2. Ensures effectiveness of the QMS through risk-based thinking
9.1.3. Establishes and communicates the quality policy;
9.1.4. Ensures that the quality objectives are established;
9.1.5. Communicates the importance of meeting customer requirements;
9.1.6. Determines and provides necessary resources and ensures that they are
adequately available; and,
9.1.7. Conducts Management Review meetings.
9.2. Roles and Responsibilities of QMS Leader

9.2.1. Oversees the establishment, documentation, and effective implementation of

the QMS.
9.2.2. Promotes risk-based thinking in overseeing the effectiveness of the QMS.
9.2.3. Acts as liaison with external parties on matters related to the QMS.
9.2.4. Ensures that procedures for Internal Quality Audit (IQA), Management
Review, and Corrective Actions are established and implemented.
9.2.5. Reports QMS performance to Top Management for review and continual
improvement.
9.3. Roles and Responsibilities of the Quality Workplace Team through the Water
Safety Plan Team and the Work Improvement Teams (WITs):
9.3.1. Ensures that the environment for the operation of processes needed to achieve
conformity to service requirements is managed
9.3.2. Ensures consistent implementation of 5S programs
9.3.3. Monitors and assesses workplace cleanliness, orderliness, and safety.
9.4. Roles and Responsibilities of the Training & Advocacy Team under the
Leadership of the Human Resource Division (HRD) duly assisted by the Work
Improvement Team (WIT):
9.4.1. Provides administrative support in terms of training and Advocacy for the
successful implementation and sustenance of the QMS.
9.4.2. Plans and coordinates effective deployment and efficient use of resources in
line with training and advocacy activities.
9.4.3. Plans and coordinates echoing/cascading sessions on QMS related training.
9.5. Roles and Responsibilities of the Internal Quality Audit Team headed by the
Office of the General Manager duly assisted by the Performance Management
Team (PMT) and the Work Improvement Team (WIT):
9.5.1. Determines conformance of the QMS to the requirements of ISO 9001:2015,

based on planned arrangements.
9.5.2. Determines successful implementation of the QMS.
9.5.3. Provides inputs during management review on the results of the IQA.
9.5.4. Monitors the implementation of corrective and preventive actions for any
nonconformities raised during the audits.

9.6. Roles and Responsibilities of the ISO-QMS Secretariat / Documentation Team
9.6.1. Provides administrative support for successful QMS implementation until

attainment of ISO 9001:2015 certification.
9.6.2. Facilitates the delivery of specific outputs in line with the QMS.
9.6.3. Plans and coordinates effective deployment and efficient use of human,
financial, and other physical resources for the QMS.
9.6.4. Ensures that the requirements for maintaining and retaining documented
information are established and implemented.
9.7. Roles and Responsibilities of the Employees
9.7.1. Active involvement and participation in all ISO-QMS related activities.

9.7.2. Sincere commitment in working together with the ISO Core Team towards
continual improvement of the management systems.
10.0 SCOPE OF QMS
10.1. The scope of the MNWD QMS covers the core processes on water resource
development, water supply and distribution.
10.2. The management processes involved within the scope shall include policy
implementation, supervision and control, strategic planning and development and
QMS monitoring and evaluation.
10.3. Support processes shall include: Human Resources, Management Support Services,
Accounting/Treasury and Budgeting, Customer Services, and Administrative/General
Services and Supply Management.
11.0 MNWD BUSINESS PROCESS OF SCOPE
The MNWD is a Government Owned and Controlled Corporation (GOCC)

mandated to provide potable water supply services to its consumers or water users within
its service coverage area.
11.1. Water is extracted from the watershed areas using water extraction facilities,
storage reservoir and electro-mechanical equipment and transmitted through a
conveyance of pipes then distributed to residential, commercial and industrial areas.
The ever increasing demand for potable water requires planning, design and
construction of water resources development facilities in order to provide water at the

right quantity, quality and at the right time. The MNWD Business Plan covers a
period of five (5) years and regularly reviewed on an annual basis simultaneous with
the preparation of the annual budget.
11.2. Management ensures the delivery of its core processes through the interaction of
water resources development, water supply and distribution services with the
enabling support of the manpower resources, management support, financial, general
administrative and customer services. (See 10.3).
12.0 STAKEHOLDERS, THEIR ISSUES AND REQUIREMENTS
Enumerated hereunder are the identified stakeholders, description and their

requirements in relation to the products and services of the MNWD, to wit:
12.1. Customers – water users for residential, commercial/industrial and institutional

purposes are the primary customers of the MNWD.
The requirement of these customers is to be provided with potable water at the right
quantity, quality and at the right time. Concerns of respective consumers are
addressed to by the MNWD frontline services and technical personnel.
12.2. Employees – all employees whether permanent or casual deriving benefits or

compensation from the MNWD for the performance of their duties in relation to the
operations of the MNWD. They are required to comply with policies, rules and
procedures of the MNWD and expect to be paid on time at just compensation.
Employees concern are addressed to by the Human Resource Division.
12.3. External Service Providers – include infrastructure contractors, providers of office

supplies, construction materials, equipment, consultant, retainers, and other necessary
inputs/services for the operation of MNWD’s basic services.
Performance of external service providers are monitored by respective division and

required to comply with MNWD standards and specifications.
They expect to be paid on time based on their accomplishment and deliveries.

12.4. Board of Directors – the MNWD Board of Directors provide policy direction for
the administration and operation of procedures and work instructions for the
satisfaction of customers and other stakeholders.
They expect management and all personnel of MNWD to adhere to external and
internal policies, rules and regulations issued by regulatory agencies. Issues and
concerns of the Board are addressed by Management through Board Briefs, Reports
and Presentations in aid of policy formulation.
12.5. Regulatory Agencies – include National and Local Government Agencies requiring
compliance to requirements for registration, permitting, environmental compliance
and other regulatory or reportorial procedures by the MNWD.
These agencies include the LTO for registration of vehicles; BIR for authority to
print official receipts; CSC for appointments, DENR for Environmental Compliance
Certificates; DOH for laboratory accreditation and WSP approval; NWRB for water
permits; LGUs and DPWH for building; excavation and other permitting
requirements; LWUA, COA, DBM, BIR and other agencies for reportorial
requirements.
12.6. Agencies Providing Statutory Services – Agencies such as the GSIS for building
and vehicle insurance including employees premium contributions and loan
amortizations; HDMF/PAG-IBIG for payment of employees contributions and loan
amortizations and Philhealth for employees health benefits.
The MNWD remits its payments for insurance premiums and counterpart
contributions for GSIS, HDMF and Philhealth. It is expected by the MNWD and its
employees that benefits are released on time and justly.
12.7. Conservation Farming Communities – these are the communities adjacent to the
MNWD watershed inside Mt. Isarog Natural Park (MINP). They are the MNWD’s
partners in the rehabilitation, maintenance and protection of its watershed resources
with some of them directly hired as Mt. Isarog Guardians (MIGs).
They expect to be provided with alternative livelihood assistance through various

Government and Non-Government Organizations tapped by the MNWD for the said
purpose.

12.8. MNWD Laboratory Customers – customers of the MNWD Laboratory includes

water refilling stations, private and government entities requiring water quality
analysis.
These customers require laboratory test results to be released on time and at

reasonable cost.
12.9. Private Lot Owners – they are the owners of lands traversed by the waterlines of
the MNWD.
These landowners require payment of their properties or products which may be
damaged or acquired by the MNWD in the performance of its basic services.
12.10. End-User Division – the input and output process of the MNWD requires the
interaction of the different Divisions of the Organization.
The inter-dependence of these Divisions require that predecessor activities

undertaken by one particular Division must be performed on time in accordance with
standards and specifications for the succeeding process by the next Division to
ensure customer satisfaction.
Procedures for Risk Identification, Action Planning, Prioritization, and Correlation

with Performance monitoring and control service and improvement shall be in
accordance with the MNWD WSP’s Procedure/Action Planning, Monitoring and
Control/Prioritization Review.
13.0 DESCRIPTION OF DIFFERENT DIVISIONS INVOLVED IN QMS SCOPE
13.1. The OGM is responsible for all staff support functions for the Management as well
as the implementation of formulated policies by the Board of Directors and
Management. It focuses on the coordination of all line departments and has to
communicate with all operating units to make sure that the District performs in
accordance with policies, rules and procedures. The OGM has three (3) primary
sections namely: Information & Communications Technology Section, Public
Relations and External Affairs Section (PREAS) and Internal Audit Section.
13.1.1. The Information and Communications Technology section provides the

support needed for office automation and technological innovation including
computer hardware servicing and software systems development to speed up and

improve company performance and minimize process errors. It streamlines the

district’s operations and data to formulate information vital to the management
for decision making. It also provides customer communications support to cater
24/7 customer service thru development communications system.
13.1.2. The second section of the Office of the General Manager is the Public
Relations and External Affairs Section (PREAS) which is in charge of
information dissemination, upholding the district's image and maintaining good
relationships with the public through the prompt and accurate updating and
response via different media channels.
13.1.3. The Internal Audit helps the district accomplish its objectives by properly
evaluating and reviewing the District’s financial records, procurement processes
and other District’s operations. Its general function is to ensure and promote the
effective performance of accountability in conformance with the internal policies
of the District and other provisions issued by the government.
13.2. The Administrative Services Department (ASD) provides various office support
services such as planning and maintenance of office facilities, material and supply
management and human resource functions. It is composed of two (2) operating
Divisions namely, the Administrative/General Services Section and Materials and
Supply Management Division (A/GSMSMD) and the Human Resource Division
(HRD). Each division has two sections performing different functions. The
A/GSMSMD is subdivided into two (2) sections namely, the Administrative/General
Services Section and Materials and Supply Section. The HRD is subdivided into two
(2) sections namely, the Manpower Planning, Recruitment, Training and
Development Section and the Personnel Welfare Section.
13.2.1. The A/GSMSMD under the Administrative Services Department is mandated

to provide administrative support such as procurement services, materials
management including building, vehicles and equipment maintenance and
repairs, security and other administrative and logistical concerns necessary for
the implementation of water resources development, supply and distribution.
The scope of Procurement Services includes canvass of goods and services on

the Competitive Public Bidding and preparation of purchase orders.
The Materials and Supply Management is in-charge of receiving, issuing,

managing of goods and services including inventory and safekeeping. The

Division shall ensure that products and services acquired through external
providers are within the standards and specifications and adequate warranties on
workmanship and that buffer stocks are given due consideration. The Division is
likewise responsible for meter calibration.
The Meter Calibration is in charge of water meter calibration and maintenance

services. It ensures that all the flow meters and water meters are calibrated
accurately and creating correct reading of water bills. Water meters required
maintenance to continue performing properly and prevent loss of revenue.
13.2.2. The HRD is responsible for the four key functions of Human Resource
Management namely: Recruitment and Selection; Learning and Development;
Performance Management System; and Rewards and Recognition necessary for
the implementation of the MNWD’s core processes.
The HRD under the Administrative Services Department commits to create,

encourage, and maintain an environment that supports, develops and sustains the
well-being of MNWD employees, clients and broader community. Any
organization cannot build a good team of working professionals without good
human resources in consonance with our value statement and quality policy. The
HRD is composed of two sections, namely; Manpower Planning, Recruitment,
Training and Development Section; and the Personnel Welfare Section.
The Manpower Planning, Recruitment, Training and Development Section is

responsible for the recruitment, selection and placement of personnel, as well as
the learning and development aspect of human resource. Among its basic
functions are publication of vacant positions; initial screening of applicants;
issuance of appointment, assumption of duties and position description form;
deployment and orientation of office policies, rules and regulations to all
employees. This section also maintains the 201/120 Files of all regular and
casual employees. Other responsibilities of this section also include: submission
of reports to other government agencies, like the Department of Budget and
Management and the Civil Service Commission.
Human resource processes which involve leave administration, monetization of

accrued leave credits; certification of services rendered for payroll preparation;
and other personnel welfare and benefits are the main functions of the Personnel
Welfare Section. This section is basically responsible for the monitoring of

leave balances, punctuality and attendance of employees. This section ensures

that all employees submit their Statement of Assets, Liabilities and Networth
(SALN) to the Office of the Ombudsman and Civil Service Commission.
Through the Infirmary and Breastfeeding Area employees and customers are
provided with immediate medical attention by qualified staff; likewise, a
comfortable space is provided to breastfeeding mothers.
13.3. The Production Department is involved in water sources operation, maintenance,

and potability assurance for the public. It is subdivided into two (2) Divisions
namely: Water Production and Electro-Mechanical Division (WPEMD), and Water
Quality Division (WQD).
13.3.1. The WQD is mainly tasked to ensure safe and potable water for all. It is
composed of two (2) sections namely, WQAS and LTAS.
The WQAS is tasked to monitor sampling points for chlorine residual at strategic
locations within the MNWD water distribution system including the collecting
of water samples for laboratory testing.
The LTAS on the other hand, provides analysis and interpretation of water
samples gathered for potability assurance. The MNWD Laboratory Testing and
Analysis Section is accredited by the Department of Health (DOH) to conduct
Physical and Chemical Analysis. The section accepts water quality testing for
external clients such as: water refilling stations, private wells and institutions,
other water districts, and government agencies and other entities requesting for
the said services.
13.3.2. The WPEMD is tasked with the water supply operations and maintenance. It is
subdivided into two (2) sections, the Water Production Section and the Electro-
Mechanical Section. The Water Production Section ensures the continuous flow
of water supply, while, the Electro-Mechanical Section is tasked for repairs,
preventive maintenance, troubleshooting, specifically of Generator Sets,
Chlorinators, Control Panels, Filtration Tanks, Sand Filters, Building and
Ground Maintenance of pumping stations and springs.
MNWD water supply sources comes from the springs and pumping stations
operated and maintained by the Water Production Section under a three (3)
eight (8)-hours shifting schedule.

13.4. The Environment and Water Resources Division (EWRD) under the Engineering
and Environment Department (EED) shall ensure the development and protection of
the well-field of the water sources of the MNWD to guarantee the provision of
continual, safe, adequate and affordable potable water through the maintenance of
watersheds, environmental protection and wastewater management. One of the
primary task of the EWRD is the conceptualization of the Integrated Watershed
Management Plan (IWMP). The EWRD is composed of two sections: The Watershed
Management Section and the Wastewater Management Section.
13.4.1. The Watershed Management Section is in-charge of the overall

implementation of programs and projects aligned with the IWMP. It is mandated
to ensure the effective implementation of the watershed rehabilitation,
conservation, maintenance and protection. It also focuses on the institutional
development, particularly in the organization of the Conservation Farming
Communities (CFCs), including the relocated park settlers, to improve their
quality of life and lessen, if not totally eliminate their dependence on watershed
resources for their daily sustenance.
The EWRD shall ensure that continuous coordination and linkages with partner
agencies and other institutions are sustained and expanded for purposes of
technical support and livelihood opportunities for the CFCs.
On the other hand, the Wastewater Management Section is in-charge of septage

collection, treatment and disposal. The section is still in its organizational stage
pending completion of the Septage Treatment Facility.
13.4.2. The Planning Design and Construction Division (PDCD) is responsible for the
conceptualization, preparation of documentary requirements, program of works,
cost estimates and other related activities including the implementation of
various infrastructure, transmission, distribution and lateral lines relative to
water resources development for MNWD.
Monitoring and evaluation of the status of project implementation being

undertaken by administration or their external contractors or service providers
including submission of regular reports for the Management and the Board of
Directors are likewise the regular output of the division. The division ensures
that project implementation is within the standards, specifications and post-

project requirements such as: water quality analysis, warranties and

workmanship are accordingly complied with.
13.5. The Finance Department is composed of two (2) Divisions namely: Accounting
Division and Treasury and Budget Division. The Accounting Division is subdivided
by two (2) sections namely: General Accounting Section and Payroll and Subsidiary
Section. The Treasury and Budget Division is subdivided into two (2) sections
namely: Treasury Section and Budget Section.
13.5.1. The Accounting Section provides the systematic recording of all financial
transactions of the district, in accordance with the authoritative pronouncements,
such as issuances of the COA, DBM and the Philippine Government Accounting
System. It also provides guidance to other units of the MNWD on the
implementation of relevant accounting policies and procedures.
It maintains adequate records of all financial transactions of the district. It

records all the financial transactions to the books of account, verifies the
appropriateness of the transaction and maintains subsidiary accounts for analysis
and reconciliation. It accounts for the acquisition, disposal and changes in the
assets of the District. It is responsible for the preparation and submission of
periodic financial statements.
The Payroll and Subsidiary Section is responsible for the preparation of payroll
and other benefits due to the employees.
The section is in charge of the preparation of monthly remittances of the

employees’ premiums and loan amortizations due to other National Government
Agencies such as the Government Service and Insurance System (GSIS), Home
Development Mutual Fund, the Philippine Health Insurance Corporation and the
Bureau of Internal Revenue (BIR).
13.5.2. The Treasury Section is responsible for the collections of cash and cash
equivalent from all sources and said collections shall be deposited intact daily to
the authorized government depository bank.
It maintains records for the daily collection and deposits as well as disbursement
transactions of the MNWD. It is responsible for the payment of the MNWD’s
liabilities.

The Budget Section is responsible for the financial plan of the water district for
the given period of time embodying the statement of income and estimated
expenditures for the implementation of the agency program and activities in
pursuit of its mandates, goals and objectives.
It is in charge of the MNWD’s proper utilization of resources and close
monitoring by providing proper guidance as to how the MNWD could maximize
its resources and would not result to overspending.
Lastly, the section is also accountable for the proper classification and
monitoring of the charges or expenses and balances of the budget.
13.6. Commercial Services Department is composed of two (2) Divisions namely:

Customer Services Division (CSD) and Customer Accounts Division (CAD). The
CSD is subdivided by two (2) sections namely: Customer Services Section and
Billing Section. The CAD is subdivided by three (3) sections namely: the Meter
Reading Section, Disconnection Section and the Investigation Section.
13.6.1. The Customer Services Section is responsible in attending customer’s

concerns such as complaints on water bills, queries and verification; evaluation
and processing of new water service application; issuance of Assignment
Implementation Order (AIO) on various customer related complaints/concerns;
and ensures performance of other support functions to ensure customers
satisfaction.
The Billing Section is responsible for maintaining and securing data based
program that contains customer’s account information and records.
It provides accurate monthly water bill data, payment record and other related
customer account transactions.
13.6.2. The Meter Reading Section is tasked with determining the customer’s monthly
water consumption through an “On Site Billing System”, the bill is delivered
right after the water meter is read.
The Disconnection Section is responsible for the disconnection and the

processing of application for reconnection of water supply services.

Disconnection refers to the cutting of water supply by pulling out the water
meter or installing meter seal to meters with installed ball valve with lock wing.
Disconnection is taken when the account incurred two months successive
arrearages or the customer willfully requests for the disconnection of their water
service.
Reconnection, on the other hand, is the reinstallation of a disconnected/closed

water service connection. Once the Application for Reconnection is approved
and the necessary fees are complied, the water service connection shall be
restored by the WDRD.
The Investigation Section is tasked to conduct inspection/verification of New

Water Service Connection Application, inspection/ verification of various
customer related requests/ complaints/ queries, serving of various demand letters
and communications including inspection and verification of reported illegal
connections and recommending the imposition of the relative penalties thereto.
The Section is also responsible for the verification of water service connection
accounts that are subject for reclassification.
13.7. The Pipeline and Appurtenances Maintenance Department is composed of two (2)
Divisions namely: the Water Distribution and Restoration Division (WDRD) and
Pipeline, Leakage Control and Non-Revenue Water Management Division
(PLC&NRWMD). The WDRD is subdivided by two (2) sections namely: the
Distribution Section and Restoration Section. The PLC&NRWMD is subdivided by
two (2) sections namely: the Pipeline Leakage Control Section (PLCS) and NON-
Revenue Water Management Section (NRWMS).
13.7.1. Water Distribution and Restoration Division aims to provide service that
support and supply the family’s basic need for clean and safe water.
Water Distribution Section is tasked to process new water service applications,

install paid water service connection, inspect water service connection, prepare
excavation permits, re-connection of water meter, re-install/ re-open of same
meter, relocate, elevate, re-tapp, hydro-test, concrete cutting and breaking,
cleaning and painting of bridge crossing pipelines, welding/ fabrication ,
clustering, and miscellaneous concern consisting of the following: dismantled
meter, low pressure, no water, covered meter, inspection of service line,

installation of check valve, installation of lock wing, closure at corporate cock,

installation of meter box, embed of service connection, recovery of meter, and
installation of gate valve/ ball valve.
Restoration Section is tasked to restore water services and excavation activities
done by the Distribution section, hauling and delivery of steel plates, manhole
cover, and road signs used for safety purposes. Restoration Section is also in
charge of backfilling and clearing of debris.
13.7.2. The Pipeline Leakage Control and Non-Revenue Water Management Division
(PLC&NRWMD) main function is the maintenance of water lines and other
appurtenances.
The PLCS is responsible for the repair of leakages and restoration works along
transmission lines (12”Ø-18”Ø), main lines (5”Ø -10”Ø), distribution lines
(3”Ø-4”Ø), lateral lines (1”Ø-2”Ø), service connections (½ Ø - ¾ Ø) and other
fittings installed in the system. It conduct field testing of service connection
water meters with complaint such as over/under registering and stuck up water
meter subject to replacement if found defective. It conducts regular service
connection water meter cleaning, sealing and proper positioning, monitoring of
commercial establishment water meter, flushing of fire hydrants and blow-offs
and regular transmission line inspection.
The NRWMS main function is to reduce and control non-revenue water of the
district. It conduct regular leak detection using various leak detectors and
perform also minor leak repairs. It is responsible for the installation,
improvement, and maintenance of air release valves, pressure reliefs and
sustaining valves, fire hydrants and blow-offs, concrete boxes and gate valves,
replacement of ageing water meters from eight (8) years old and above, regular
exercises of existing gate valve and manage water pressure of the whole water
system.
14.0 MANAGEMENT PROCESSES DESCRIPTION
The Management Processes under the Leadership of the General Manager involves:
14.1. Implementation of various policies, directives, office orders and other regulations.

14.2. Supervision and control through Management Committee Meetings, dialogue with
respective Division Heads and coaching of respective employees to contribute to the
effectiveness of the QMS and achieve its intended objectives in conformance with
the needs of the MNWD.
14.3. Strategic planning and development on a five-year projection period of various

projects, programs and financial requirements to ensure that the MNWD promotes
process approach, applies risk-based thinking and ensure availability of resources
focused in enhancing customer satisfaction. Annual reviews is conducted at every
year-end simultaneous with the budget preparation for the succeeding year.
14.4. Monitoring and Evaluation using reliable instruments to ensure that all employees
are well informed of the importance of an effective QMS and avoid non-
conformities, promotes improvement, timely self-monitoring and internal audit
system in compliance with regulatory and legal requirements with the end in view of
customer satisfaction.
The General Manager, Division Managers, QMS Core Team,

Secretariat/Documentation Team together with the existing Performance
Management Team (PMT/Internal Quality Audit) and Water Safety Plan
(WSP/Quality Workplace) Team are jointly responsible for all phases of the MNWD
Quality Management System.
Management review shall be conducted and scheduled on the fourth (4th) quarter of
the year following the conduct of every internal quality audit addressing necessary
improvement for non-conformities. The results of the management review on every
internal quality audit shall be retained by the QMS Secretariat and the Internal
Quality Audit Team/ Performance Management Team (PMT), see attached OPCR
and DPCR. Should there be new requirements in the OPCR and DPCR, management
shall ensure compliance thereof through the division managers up to the individual
employees concerned.
15.0 CORE PROCESSES DESCRIPTION
15.1. The processes in Water Resource Development including its requirements for the
issuance of Water Permit from the National Water Resources Board (NWRB) and
Environmental Compliance Certificate (ECC) from the Department of Environment
and Natural Resources-Environmental Management Bureau (DENR-EMB)
represents the starting point for the water service delivery of MNWD (QP-1).

Watershed rehabilitation and development plays a vital role in the sustainability of

water resources development. The various stages and processes involved in this
particular phase of the core process shows measurement, analysis, monitoring and
evaluation instruments necessary to fulfill expectations (QP-1).
Another important phase in water resource development is the construction or project

implementation of various infrastructure and related structures for water supply and
other capital expenditure projects of the MNWD (QP-2). Upon completion of any
water supply project, water quality analysis needs to be conducted prior to its
turnover to the end-user Division(s) (QP-3).
15.2. The Water Production and Quality Services being the centerpiece of the basic
mandate of the MNWD shall ensure that water is distributed to the MNWD service
coverage through the operation of production wells, spring sources, and reservoirs.
All these facilities are operated by experienced, well-trained and competent pump
operators and caretakers of the Production Department. Standard pump operating
procedures (QP-4) are strictly followed to ensure that water coming from different
sources is free from contaminants, sand, sediments and other particles hazardous to
health before the same is injected to the MNWD water supply network.
15.3. The contribution and involvement of WDRD to the MNWD’s goal is to ensure
customer’s access to water, and its reliability of service from the tapping point to the
household connection geared towards customers satisfaction through the processing
of Water Service Application and Installation Order (WSAIO) and Action
Implementation Orders (AIOs) (QP-5)
15.4. The Pipeline Leakage Control and Non-Revenue Water Management Division
maintains (QP-6), improves (QP-7), control leakages (QP-8) and manages the
reduction of non-revenue water (QP-9) in the existing water system of MNWD.
16.0 SUPPORT PROCESSES DESCRIPTION
This chapter describes the various processes involved in support to the core
processes identified within the scope of water resources development, supply and
distribution.

16.1. Support processes under Human Resource Development include: Recruitment

Selection and Placement (QP-10), Performance Management (QP-11), Learning and
Development (QP-12) and Personnel Welfare, Rewards and Recognition (QP-13).
16.2. Management Support Services include: Software Development (QP-14), Data

Storage and Back-up (QP-15). Hardware Maintenance (QP-16), Public Relations
(QP-17), Record Keeping (QP-18).
16.3. Customer Services support processes include: Frontline Services (QP-19), Meter
Reading and Bill Serving (QP-20), Inspection and Investigation (QP-21),
Reconnection/Disconnection (QP-22).
16.4. Financial Management Services support processes include: Budgeting (QP-23),

Disbursement (QP-24), Collection (QP-25), and Financial Reporting (QP-26).
16.5. Administrative, General Services & Supply Management Division support

processes include: Maintenance Service Request/Trip ticket, Procurement Services
and Property and Supply Management, including Meter Calibration (QP-27).
17.0 QUALITY OBJECTIVES OF DIFFERENT DIVISIONS
This chapter describes the inter-relationships of the processes involved as input to

the site identification for the planning, design and construction of infrastructures and
other water related facilities for water resources development, watershed management,
water analysis, supply and distribution to the identified quality objectives by the different
divisions in the Business Process and the Office/Division Performance Commitment and
Review (OPCR/DPCR) Forms.
The functional objectives established in the office performance commitment and

review (OPCR) form is cascaded to the respective division performance commitment and
review DPCR form to the level of individual performance commitment and review
(IPCR).
Organizational outcome for safe, fast, economical, affordable and reliable water
supply shall be measured in terms of the potability standards as set forth by the Philippine
National Standards for Drinking Water (PNSDW), the ability to respond to customer
complaints within three (3) days, ratio of revenue as against expenses, water rates not to
exceed 5% of the average income of the Low Income Group (LIG) and number of
barangays with access to potable water receiving 24/7 water supply, respectively. These

success indicators shall contribute in preventing water borne diseases and enhance living
conditions of the people.
The MNWD quality objectives are cascaded by LWUA as its regulatory agency
consistent with the quality policy, measured in terms of quantity and timeliness,
monitored monthly and evaluated on a semestral basis by the Performance Management
Team (PMT) in conformance with the enhancement of water facility service management,
water distribution management, support to operations and general administrative support
services, with the end in view of reducing risks, streamlining processes and operating in a
more sustainable manner.
18.0 DETAILED PROCESSES AND PROCEDURES
The overall context of the Inter – Relationships of the MNWD’s product, services
and the environment is well illustrated in the MNWD Organizational Performance
Indicator Framework (OPIF). Water supply comes from the watershed and extracted
using water extracting equipment, facilities and structures, thereafter, transmitted through
a conveyance of pipelines and appurtenances to respective consumers and prior to the
release of waste water to the receiving environment treatment should be effected.
Water being a basic human necessity must conform with the standards being set
by the Department of Health (DOH), the Philippines National Standards for Drinking
Water (PNSDW) and other regulatory requirements prior to its delivery to the water
consuming public.
The Major Final Outputs of the MNWD as cascaded by its regulatory agency, the
Local Water Utilities Administration (LWUA), are as follows;
1. Water Facility Service Management

1.1. Access to potable water (Quantity):
Percentage of barangays with access to potable water against the total number of
barangays within the MNWD service coverage.
1.2. Reliability of service (Quality):

Percentage of household connections receiving 24 / 7 supply of water.
1.3. Adequacy (Timeliness):

Source capacity of MNWD to meet demands for 24 / 7 supply of water.

2. Water Distribution Service Management
2.1. Non – Revenue Water (Quantity):

Percentage of unbilled water to water production.
2.2. Potability (Quality):

Average deviation from PNSDW chlorine residual requirements.
2.3. Adequacy / Reliability of Service (Timeliness):

Average response time to restore service when there are interruptions.
3. Support to Operation
3.1. Staff Productivity Index:

Category A Staff Productivity index. The Staff Productivity index shall be one
(1) position for every One Hundred Twenty (120) service connections for
Category A, shall be strictly observed in the determination of the total number of
positions in the MNWD.
3.2. Reasonableness / Affordability of water rates:

Reasonableness / Affordability of water rates to consumers with access
connections. Water rates for the 1st 10 CuM must not exceed 5% of the average
income of Low Income Group (LIG).
3.3. Customer Satisfaction:

100% of Customer related complaints acted upon within an average of 3 days.
4. General Administration and Support Services (GASS).
4.1. Financial viability and sustainability:
4.1.1. Collection Efficiency: 90% of receivables are collected.

4.1.2. Operating ratio: 85% ratio of revenue as against expenses
4.1.3. Current ratio: 8.5:1 ratio of assets to liabilities
4.2. Compliance with COA reporting requirements:

Reporting requirements in accordance with content and submitted within

the first quarter of the following year; Submission of five (5) financial reports,
i.e. Balance Sheet, Statement of Income and Expenses, Statement of Cash Flows,
Statement of Government Equity, and Notes to Financial Statement including the
Report on Ageing of Cash Advance.
4.3. Compliance with LWUA reporting requirements:
Reporting requirements in accordance to content and period of submission:

4.3.1. Monthly Data Sheets, Balance Sheet, Income Statement and Cash Flow
Statement submitted every end of the following month.
4.3.2. Bacteriological report submitted every first week of the following month.
4.3.3. Chlorine residual report submitted every first week of the following month.
4.3.4. Physical/Chemical report submitted every last quarter of the year.
4.3.5. Annual report submitted within the first quarter of the following month.
4.3.6. Approved WD budget with Annual Procurement Plan (APP) submitted

within the first quarter of the following year.
To address the above stated Major Final Outputs, the General Business Process
Map of the Management Processes, Core Processes pursuant to the provisions of
Presidential Decree (PD 198) otherwise known as the Provincial Water Utilities Act of
1973 and Support Processes of MNWD is limited to the following Management
Processes, Core Processes and Support Services.
For purpose of monitoring and measurement of outputs pursuant to the above

enumerated requirements, the MNWD is required to submit Form A (Performance
Targets) and Form A-1 (Details of Delivery Unit/Office Performance Individual and
Targets) to the regulatory agency or LWUA, as hereunder described;
18.1. Management Processes
18.1.1. Policy Implementation through the issuance of Board Resolutions from the
Board of Directors, Memoranda and other Office Orders coming from the
General Manager.

18.1.2. The Overall Direction, Supervision and Control is exercised by the General
Manager. All powers, privileges and duties are performed by and through the
Board of Directors. Any executive, administrative or ministerial power is
delegated and re – delegated by the Board of Directors to Officers designated for
such purpose and to be executed by respective officials headed by the General
Manager.
18.1.3. Determination of needs by the customers and employees, as internal and

external clients, is prioritized for target setting, planning and development.
18.1.4. Quality Management Systems’ requirement is a management process

involving monitoring and evaluation of procedures, work instructions and
document control for continual improvement and development.
18.2. Core Process – Water Resources Development
18.2.1. Planning, Design and Construction Division
The implementation of MNWD water resources development projects are

undertaken through internal and external sources. These projects are internally
monitored by technically capable and competent personnel of the PDCD and can
be verifiable through their submitted monitoring reports, weekly status reports
and completion reports.
18.2.2. Watershed Management
The implementation of Watershed Development Projects (WDP) such as

Plantation Maintenance and Protection & Institutional Development of the two
(2) Watersheds, namely: Anayan-Rumangrap Watershed and Kalinisan-
Nabuntulan Watershed are being undertaken by the Mount Isarog Guardians
(MIGs) under the supervision and direction of the WDP Project Management
Staff (PMS). These project undertakings, including actual accomplishments are
verifiable through Monthly Reports submitted by the WDP PMS to the DENR.
18.2.3. Water Quality Analysis
The water quality analysis of water samples submitted by internal and external
clients are strictly monitored and undertaken by capable and competent

personnel duly accredited by the DOH to ensure potability, in accordance with

the stipulated provisions of the PNSDW.
18.2.4. Water Supply
The Water Production and Electro-Mechanical Division shall ensure that the
volume of water supply thru sixteen (16) to eighteen (18) hours of pumping
operations (depending on the rated capacity of water sources) is adequate to
meet the consumers’ demand. The division shall also ensure that every
barangays within the coverage area has access to potable water not just
households with connections, but also those who can’t afford by the use of the
Public Faucets at several Pumping Stations.
18.2.5. Water Distribution and Restoration
The prompt installation of the new water service connections, reconnection of

disconnected water lines and re-tapping of their existing water lines, once
payment of fees has been made by the customers shall ensure satisfaction.
Restoration of concrete pavement, backfilling of earth fill and other physical
structure affected during the execution of the above activities. Including the
delivery and hauling of signages and access hole covers for safety purposes
before and after the completion of the activities shall minimize temporary
inconvenience.
18.3. Support Processes
18.3.1. Human Resource Division shall ensure adherence to the standard staff
productivity index, appropriate placement of personnel and employees’
satisfaction.
18.3.2. Management Support Services shall ensure management support staff

functions for external and internal stakeholders.
18.3.3. Customer Services Division shall ensure affordability of water rates, customer
satisfaction and collection efficiency.
18.3.4. Accounting and Treasury and Budget Division shall ensure prompt payment of
internal and external service providers including compliance to reportorial
requirements.

18.3.5. Administrative / General Services, Materials and Supply Management shall

ensure availability of supplies, materials and services to all operating units
whenever necessary.
18.4. Control of Non-Conformity
The Management shall ensure that externally generated products and services
undergo the mandated procedures on public bidding pursuant to the provision of
Republic Act (RA) 9184 and its Implementing Rules and Regulations (IRR)-A
Non- conformance of products to the standards and specifications of the MNWD

are automatically rejected, subject to replacement thereof, if applicable.
All externally provided products and/or services are deemed to have complied with
the mandated requirements prior to acceptance. Non-compliance thereof shall be
grounds for disqualification. In the event of Change Order/Repeat Orders, the
specific provisions of RA 9184 shall apply and a Certificate of Acceptance shall be
issued as evidence of conformity. Any violation of the stipulated provision of the
Contract Agreement and RA 9184 shall be subjected to black listing or automatic
disqualification.
The result of the procurement activities are posted in the Philippines Government
Electronic Procurement System (PhilGEPS).
18.5. Corrective Action shall be established, implemented and maintained by MNWD to

ensure efficiency and minimize if not eliminate non-conformities through customer
satisfaction surveys, third party reports and internal feedback.
18.6. Internal Quality Audit shall be conducted every semester simultaneous with the
Performance Management Team review of performance targets.
19.0 CONTROL OF DOCUMENTED INFORMATION
19.1. Procedures of recordkeeping and control of internally or externally generated

documents shall be established with the Management Support Services as the central

depository of these documents and the respective divisions shall maintain their own
filing system.
19.2. Revisions, approval and issuance of this Quality Manual (QM) and the
corresponding Procedures and Work Instruction Manual (PAWIM) shall be
maintained by the Document Control Officer under the Management Support
Services. Office of the General Manager with the latest issues made available to
respective Divisions: Document Custodian.
19.3. Documented information shall be established, recorded and maintained in

accordance with the procedures and guidelines of the National Archives of the
Philippines (NAP) and the MNWD Documented Information Structure, as shown in
the next page.

ANNEX A
MNWD Organizational Structure

ANNEX B
Organizational Performance Indicator Framework

ANNEX C
Logical Framework

ANNEX D

QMS Organizational Structure

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Republic of the Philippines

METROPOLITAN NAGA WATER DISTRICT

QUALITY MANAGEMENT SYSTEM Revision No.: 01

QUALITY MANAGEMENT SYSTEM Revision No.: 01

13.7. Pipeline and Appurtenances Maintenance Department ………………………. 22

A. MNWD Organizational Structure ……………………………….……………… 34

QUALITY MANAGEMENT SYSTEM Revision No.: 01

The MNWD-QMS shall be in compliance with the Inter-Agency Task Force

The MNWD-QMS shall define the interrelated/interacting elements that allow

The commitment of management to provide necessary resources such as

QUALITY MANAGEMENT SYSTEM Revision No.: 01

Eventually, this proposed undertaking of Management will translate to cost reduction

2.0 MANDATE OF MNWD

Pursuant to Section 5 and 6 of Presidential Decree (PD) No. 198, otherwise

QUALITY MANAGEMENT SYSTEM Revision No.: 01

A dynamic water district contributing to the improvement of the living

5.0 VALUE STATEMENT

A well-organized team advocating Honesty, Excellence, Accountability,

6.0 QUALITY POLICY

We are devoted to the development of sustainable water supply within the

We shall provide safe, adequate and affordable potable water through

We are an institutionally efficient and financially viable water utility; we

7.0 MNWD ORGANIZATIONAL DESCRIPTION

The MNWD Organizational Structure (Annex A) is premised on the basic

Policy formulation and overall direction is vested on the Board of Directors

QUALITY MANAGEMENT SYSTEM Revision No.: 01

7.4. The Pipelines and Appurtenances Maintenance Department (PAMD) is composed of

QUALITY MANAGEMENT SYSTEM Revision No.: 01

(WDRD) and Pipelines, Leakage Control and Non-Revenue Water Management

QUALITY MANAGEMENT SYSTEM Revision No.: 01

financial transactions of the MNWD which includes bookkeeping, processing of

8.0 GENERAL BUSINESS PROCESS

In adherence to the principles of Results – Based and Strategic Performance Based

QUALITY MANAGEMENT SYSTEM Revision No.: 01

The Management is responsible for policy implementation based on Board

QUALITY MANAGEMENT SYSTEM Revision No.: 01

Organizational knowledge and competency, Management Information and Public

9.0 QMS ORGANIZATIONAL STRUCTURE

9.1. Roles and Responsibilities of Top Management

9.1.1. Leads the establishment, implementation, and monitoring of the QMS.

9.2. Roles and Responsibilities of QMS Leader

QUALITY MANAGEMENT SYSTEM Revision No.: 01

9.2.1. Oversees the establishment, documentation, and effective implementation of

9.5.1. Determines conformance of the QMS to the requirements of ISO 9001:2015,

QUALITY MANAGEMENT SYSTEM Revision No.: 01

9.6. Roles and Responsibilities of the ISO-QMS Secretariat / Documentation Team

9.6.1. Provides administrative support for successful QMS implementation until

9.7.1. Active involvement and participation in all ISO-QMS related activities.

10.0 SCOPE OF QMS

11.0 MNWD BUSINESS PROCESS OF SCOPE

The MNWD is a Government Owned and Controlled Corporation (GOCC)

QUALITY MANAGEMENT SYSTEM Revision No.: 01

12.0 STAKEHOLDERS, THEIR ISSUES AND REQUIREMENTS

Enumerated hereunder are the identified stakeholders, description and their

12.1. Customers – water users for residential, commercial/industrial and institutional

12.2. Employees – all employees whether permanent or casual deriving benefits or

12.3. External Service Providers – include infrastructure contractors, providers of office

Performance of external service providers are monitored by respective division and

They expect to be paid on time based on their accomplishment and deliveries.