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DTI Support Services Guide

The document describes the support processes of the Department of Trade and Industry (DTI) Quality Management System. It outlines 6 main support service offices - Planning and Management, Finance, Human Resource and Administrative, Supply and Property, Information Systems Management, and Knowledge Management and Information - and their key processes, outputs, and work units at the Head Office and Regional Office levels. The support services ensure the requirements of DTI's management and core processes are addressed.
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0% found this document useful (0 votes)
64 views11 pages

DTI Support Services Guide

The document describes the support processes of the Department of Trade and Industry (DTI) Quality Management System. It outlines 6 main support service offices - Planning and Management, Finance, Human Resource and Administrative, Supply and Property, Information Systems Management, and Knowledge Management and Information - and their key processes, outputs, and work units at the Head Office and Regional Office levels. The support services ensure the requirements of DTI's management and core processes are addressed.
Copyright
© © All Rights Reserved
We take content rights seriously. If you suspect this is your content, claim it here.
Available Formats
Download as PDF, TXT or read online on Scribd
You are on page 1/ 11

Section 6: SUPPORT PROCESSES

Reference Code: DTIQM-06 Revision No. 2-1 Date Effective: August 2, 2021

6.1 DTI SUPPORT SERVICES


DTI support services consist of different processes under the Office of the Secretary/Management
Services Group (MSG) and Office of the Regional/Provincial Director/Administrative, Finance and
Management Division (AFMD) in the Head Office and Regional Offices, respectively. These support
processes ensure that the requirements of the Management and Core Processes are addressed.

The following are the service offices that serve as support to the DTI Quality Management System:
1. Planning and Management Service (PMS)
2. Finance Service (FS)
3. Human Resource and Administrative Service (HRAS)
4. Information Systems Management Service (ISMS)
5. Knowledge Management and Information Service (KMIS)
6. Internal Audit Service (IAS)

Offices Services Processes Outputs Work Unit


PMS Planning • Preparation of Physical • Stakeholder Analysis HO & RO
Targets • SWOT (Strength,
Weaknesses, Threat,
Opportunities)
• Strategic Direction
• Quality Objectives
FS Accounting, • Processing of Claims • Approved claims within HO & RO
Budget TAT
• Preparation of Financial • Financial Reports
Reports submitted on time

HRAS Human Resource • Recruitment, Selection & • Hired Qualified HO & RO


Management Placements Personnel
Services
• Learning and • 80% of unique warm
Development bodies trained within
• Performance the year
Management • Enhanced Knowledge,
• Rewards and Recognition Skills, and Abilities
(KSA)
• PRIME HRM
accreditation

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Section 6: SUPPORT PROCESSES
Reference Code: DTIQM-06 Revision No. 2-1 Date Effective: August 2, 2021

Supply & Property, • Provision of Supplies & • Delivered quality HO & RO


Procurement, Materials Supplies and Materials
Transport, and within TAT
Maintenance
• Supplier Evaluation • Supplier Evaluation
Services, Records
Report submitted on
Management
time
• Procurement Planning • Prepared PPMP & APP
within TAT
• Procurement of Goods & • Prepared POs, JOs,
Services NOA, NTP, Contracts
within TAT
• Preventive & • Strict compliance with
Maintenance of Vehicles, the Property
Equipment and Facilities maintenance plan
(Available and
Functional Vehicle,
Equipment and
Facilities)

• Disposition of Records • Strict compliance to


NAP

• Collection and deposit


Cashiering • Paid Claims within TAT
Services
• Available revolving fund

ISMS Information • Designs and • Implemented ICT HO


System implementation of ICT infrastructure within
Management initiatives in DTI agreed time
Service

• Provision of ICT Technical • Maintained ICT


Assistance through Help infrastructure
Desk
• Provided ICT technical
assistance through Help
Desk
• Conducted preventive
maintenance

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Section 6: SUPPORT PROCESSES
Reference Code: DTIQM-06 Revision No. 2-1 Date Effective: August 2, 2021

KMIS Knowledge • Newsletter preparation • Timely distribution of HO & RO


Management newsletter within TAT

• Preparation of press • Media pick-up


release
• Timely Information
Dissemination

IAS Auditing • Internal Quality Audit • Internal Quality Audit HO


Program

AFMD Planning, • Preparation of Physical • Quality Objectives RO


Accounting, Targets • Approved claims within
Budget,
• Processing of Claims TAT
HRM
• Preparation of Financial • Financial Reports
Supply and
Reports submitted on time
Property,
Procurement, • Recruitment, Selection & • Hired Qualified
Transport and Placements Personnel
Maintenance • Learning and • 100% trained employees
Services, Records Development within the year
Management • Performance • Enhanced Knowledge,
Management Skills, and Abilities (KSA)
• Rewards and Recognition • PRIME HRM
accreditation
• Provision of Supplies & • Delivered quality
Materials Supplies and Materials
within TAT
• Supplier Evaluation • Supplier Evaluation
Report submitted on
time
• Procurement Planning • Prepared PPMP & APP
within TAT
• Procurement of Goods & • Prepared POs, JOs, NOA,
Services NTP, Contracts within
TAT
• Strict compliance with
• Preventive & the Property
Maintenance of Vehicles, maintenance plan
Equipment and Facilities (Available and

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Section 6: SUPPORT PROCESSES
Reference Code: DTIQM-06 Revision No. 2-1 Date Effective: August 2, 2021

Functional of Vehicle,
Equipment and
Facilities)
• Control of Documented • Strict compliance to NAP
information

• Paid Claims within TAT


• Collection and deposit • Available revolving fund

In the Regional Office, the Planning Officer is under the Office of the Regional Director. Likewise, in
the Provincial Office, the Administrative Officer performs support processes in coordination with the
AFMD in the Regional Offices.

6.2 REQUIREMENTS FOR PRODUCTS AND SERVICES UNDER SUPPORT SERVICES

In general, support services requirements are specified by statutory and regulatory bodies such as
the Civil Service Commission (CSC), Commission on Audit (COA), and Department of Budget and
Management (DBM), and Government Procurement Policy Board (GPPB).

Internal and external client requirements are defined in the requests or other standard forms as
required by different government regulatory bodies such as Requisition and Issuance Slips,
Disbursement Vouchers, Purchase Orders, and others. In addition, DTI shall establish its internal
documents to determine client-specific requirements.

Fast and efficient support services are the implied requirements of internal clients necessary for the
provision of quality services.

The support services shall review client requirements if the organization can meet requirements in
accordance with statutory and regulatory requirements.

6.3 OPERATIONAL PLANNING AND CONTROL FOR SUPPORT SERVICES

The support personnel shall ensure consistent and quality support services to its internal and external
clients. Operational controls established for the support processes are as follows:
1. The use of Procedures/Work Instructions and Guidelines that provides specific policies,
procedures, and guidelines for each process.

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Section 6: SUPPORT PROCESSES
Reference Code: DTIQM-06 Revision No. 2-1 Date Effective: August 2, 2021

2. The use of suitable equipment, tools, and machinery.


3. The implementation of monitoring and measurement activities for each service process to
ensure quality support services.

In addition, Government Manuals or Statutory and Regulatory requirements serve as the external
document providing the necessary controls for processes under the Support Services. These are
listed in the Masterlist of External Documents.

Specific criteria for processes are specified in the Quality Objectives and Plans (QOPs) and specific
requirements for products and services are indicated in the different Procedures/Work Instructions
or Guidelines.

Resources needed to implement the processes are specified in Section D. Quality Plan of Quality
Objectives and Plans (QOPs). Other documented information used to provide evidence of
determination of resources needed include the Work and Financial Plan (WFP), Project Procurement
Management Plan (PPMP), and Annual Procurement Plan (APP).
Process owners shall retain records to provide evidence that activities are carried out as planned
based and provide information that these services meet requirements.

6.4 EXTERNALLY PROVIDED PROCESS, PRODUCTS, AND SERVICES (Clause 8.4)

Supply/Property/Procurement Unit and the Bids and Awards Committee (BAC) shall ensure that
externally provided processes, products, and services conform to specific product and service
requirements of the Republic Act 9184 or otherwise known as the Government Procurement and
Reform Act. Criteria for the selection of suppliers shall be established by the organization other than
eligibility requirements set forth under RA 9184 to ensure that externally provided processes,
products, and services meet requirements.

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Section 6: SUPPORT PROCESSES
Reference Code: DTIQM-06 Revision No. 2-1 Date Effective: August 2, 2021

Figure 6.1
EVALUATION OF EXTERNAL PROVIDERS

In addition, the Supply Officer (RO) /Procurement Unit (HO) shall monitor the performance of
suppliers based on the criteria established. Using the monitoring of performance, the suppliers shall
be evaluated on a semi-annual basis to assess their capability to supply products and services in
accordance with the organization’s requirement. In cases, where supplier performance is
unsatisfactory, they shall be given a warning or shall be notified accordingly. After appropriate
warnings and notifications, suppliers that did not improve their performance based on the evaluation
shall be delisted or other actions may be taken in accordance with RA 9184.

Control of externally provided processes, products, and services are specified and indicated in
Contracts, Purchase Orders, Memoranda of Agreement, and Terms of Reference. As necessary, the
organization shall conduct a post-qualification evaluation to the suppliers to verify that it can provide
required products and services. Figure 6.4 is a graphical representation of control of externally
provided processes, products, and services.

Process owners shall ensure that requirements to be communicated with the suppliers are specified
in the Purchase Requests and Terms of Reference.

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Section 6: SUPPORT PROCESSES
Reference Code: DTIQM-06 Revision No. 2-1 Date Effective: August 2, 2021

6.5 HUMAN RESOURCES (Clause 7.2 & 7.3)

Personnel competence is of prime necessity that can affect conformity of products and services
hence, the organization shall ensure that only competent and qualified personnel shall be hired based
on set qualification requirements i.e., appropriate education, training, skills, and experience as
required by the CSC. The HRAS/HR Partner for the Central Office and the AFMD/HRMO for the
Regional Office shall be responsible for administering all employee programs including but not limited
to hiring and recruitment, competency development, performance management, and rewards and
recognition system.

Competency assessment of personnel is conducted to identify the degree of competency and to


determine the necessary actions to be taken to assist the personnel in improving their capacity to
perform their assigned tasks. The assessment shall be conducted every year, or once every 2 years
to determine actual competencies of personnel based on the set competency requirements. As a
result of the assessments, identified competency gaps shall be addressed with learning interventions
such as training, coaching, mentoring, and other methods deemed sufficient by the supervisors. A
training and development plan shall be developed to map out the organization’s competency
requirements. These learning interventions shall be evaluated as to their effectiveness in terms of
enhancing personnel competencies. Figure 6.2 is a graphical representation of personnel
competency management.

Figure 6.2
PERSONNEL COMPETENCY

Newly hired personnel shall undergo proper orientation which shall include the following:
1. DTI Quality Policy

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Section 6: SUPPORT PROCESSES
Reference Code: DTIQM-06 Revision No. 2-1 Date Effective: August 2, 2021

2. Quality Objectives of DTI


3. Importance of the tasks assigned as specified in the process control sheets and benefits of
improved performance
4. Risks & Opportunities within the process, including potential nonconformities.

Records of eligibility, education, training, skills, and experience of each personnel are included in their
respective files.

6.6 PROPERTY AND EQUIPMENT MAINTENANCE

The General Services Division (HRAS-GSD) is primarily responsible for ensuring that the infrastructure
needed in the regular operations is properly maintained in accordance with requirements. Property
and Equipment maintenance plans shall be prepared and carried out as planned. Property and
Equipment maintenance activities shall be recorded accordingly to ensure that machinery and
equipment are readily available and functional when needed.

The General Services Division (HRAS-GSD) shall be primarily responsible for ensuring that transport
vehicles are road-worthy and safe for transport of personnel and Client.

On the other hand, the ICT Officer shall be responsible for the maintenance of the IT Equipment
including software and hardware. Preventive maintenance plans and activities shall also be carried
out as planned.

6.7 PROCESS ENVIRONMENT

The organization shall provide resources for the improvement of physical facilities and working
environment to achieve conformity to service requirements. The HRAS/AFMD shall be the primary
responsible in creating a healthy work environment.

In cases where activities such as training and events are conducted outside the office, process
owners shall ensure that these are suitable to meet client needs and organizational needs and having
an environment conducive for learning and development.

The HRAS/AFMD shall have programs to make process environment stress-reducing, burn-out
prevention and emotionally protective for both the DTI Personnel and its clients. The following are
the existing programs of DTI related to this:

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Section 6: SUPPORT PROCESSES
Reference Code: DTIQM-06 Revision No. 2-1 Date Effective: August 2, 2021

1. Wellness Programs;
2. Monday Sharing;
3. Organizational Culture Programs;
4. Team Building;
5. SPRInts Awards;
6. Flexi-time;
7. Compensatory Time Off; and
8. Overtime with Pay

The organization shall ensure through its policies and advocacies that DTI is an organization that is
non-discriminatory, calm and non-confrontational at all times. Likewise, the DTI is continuously:
1. Advocating its Core Values of Passion, Integrity, Competence, Creativity, Synergy, and Love
of Country; and
2. Adherence to CSC Code of Ethics for Public Officials.

6.8 COMMUNICATION

DTI top management believes that communication whether internal and external shall be seamless
and timely. It shall also be effective, flexible, and dynamic based on the needs of clients and of the
organization. Figure 6.8 is a graphical representation of the elements of communication to ensure
an effective communication process of the organization for both internal and external parties.

Incoming and outgoing communication logbooks may be maintained. Logbooks shall contain the
subject (what it will communicate), the sender (who communicates), the intended recipient (with
whom to communicate), the date (when to communicate). The method (how to communicate) in
communicating actions needed shall depend on the need of the communication which may include
replying in writing, email, submission of reports, making telephone calls or whatever methods are
applicable and practical.

Internal and external communication can also be facilitated through the conduct of meetings on
which the agenda serves as the subject of the meeting (what to communicate), reporter, or
facilitators serves as the sender and recipient of the communication (who communicates and with
whom to communicate), date of meeting and timelines agreed upon (when to communicate), and
the reporting and discussions (how to communicate).

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Section 6: SUPPORT PROCESSES
Reference Code: DTIQM-06 Revision No. 2-1 Date Effective: August 2, 2021

Figure 6.3
COMMUNICATION ELEMENTS

The use of online communication system or emails is another method of communication used by the
organization. The email contains the subject (what to communicate), the sender (who
communicates), the recipient (with whom to communicate), and the date including the deadlines set
as applicable (when to communicate). The use of email itself is the method used (how to
communicate).

Relevant communication arrangements with customer or other stakeholders shall also be


determined in the policies, procedures and guidelines established whenever practicable.

6.9 ORGANIZATIONAL KNOWLEDGE

DTI recognizes that information is one of the most important resources for the organization to be
effective and efficient. Hence, organizational knowledge shall be managed in a manner that it will be
made available to those needing it to the extent necessary.

Organizational knowledge is the specific knowledge of the organization coming from both collective
individual and corporate knowledge. Sources of this knowledge can be from the following: learning
from failures; external parties such as customers and external providers; training, coaching, and
mentoring; and organization’s history (see Figure 6.9). This can be used to achieve the organizations’
quality objectives or its intended results. It also refers to knowledge acquired from the regular
operation of the organization that is relevant to its services and is generally gained by experience in
the different programs and services it offers to its customers.

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Section 6: SUPPORT PROCESSES
Reference Code: DTIQM-06 Revision No. 2-1 Date Effective: August 2, 2021

DTI Records Section shall ensure that the necessary organizational knowledge shall be determined
and maintained for each office. Wherever practical, the organization shall maintain this knowledge
in the server to make it available to DTI personnel when and where needed.

Figure 6.4
ORGANIZATIONAL KNOWLEDGE

Organizational knowledge can include documented information to support the operation of the
processes such as Procedures, Work Instructions, and Guidelines related to the different processes.
Records and evidence obtained shall be made available, when necessary, as this will be useful in
determining future courses of action and in planning strategies that are effective or not. The
organization develops and maintains a server to maintain its current knowledge to make it available
to process owners whenever necessary. The portal shall also be updated whenever new information
is obtained from external sources such as new legal requirements, new presentations from the
central office, or any other information that may be useful in the different processes.

Prepared by: Reviewed by: Approved by:

d
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ROBERT ALVIN T. ARCEO EDGAR C. HERRERA IRENEO V. VIZMONTE


Overall Quality Coordinator and Overall Internal Quality Audit Overall Quality Management
Document Controller Chair Representative

Page 11 of 11

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