TOLEDO CITY WATER DISTRICT MANAGEMENT …Techno-Trade Resources, Inc. 71.25 fail Cebu Progress Commercial 61.25 fail Vannix Computer Center and Enterprise 73.75 fail Access Frontier

TOLEDO CITY WATER DISTRICT MANAGEMENT REVIEW

October 4, 2017

Agenda: • changes in external and internal issues that are relevant to the quality management system;

• information on the performance and effectiveness of the quality management system, including

trends in:

1) customer satisfaction and feedback from relevant interested parties;

2) the extent to which quality objectives have been met;

3) process performance and conformity of products and services;

4) nonconformities and corrective actions;

5) monitoring and measurement results;

6) audit results;

7) the performance of external providers;

• the adequacy of resources;

• the effectiveness of actions taken to address risks and opportunities (see 6.1);

• opportunities for improvement.

DISCUSSION OF ACTION PLANS ON SWOT ANALYSIS

ACTION PLANS ON SWOT ANALYSIS

Strengths Action Plans

1. Staff competence • Capability building through Training and Development Programs • Implementation of the SPMS • Rewards & Recognition System

2. Safe work environment • Workplace Safety Consciousness Program • Strictly implement the wearing of PPEs

3. Quality Water Distribution • Purchase electronic Chlorine Residual Monitoring Equipment • Install additional chlorinators • Install enclosure of chlorinators • Secure all pump houses • Install water treatment facility for the East & North supply sources

INTERNAL FACTORS



4. Customer Focus • Automated text complaints system • Billing Text blast • Advisory Text blast/information dissemination • Call-back system • Compliance to GAD Mainstreaming Policies

5. Leadership • Revisit Mission and Vision statements and resonating the same to the employees • Create an environment that fosters communication among your team and across teams through regular weekly coordination meeting and monthly General Staff Meeting • Monthly Management Review on the QMS Monitoring results

INTERNAL FACTORS



6. Good relationship with interested parties • Improve public relations • Collaborate and support LGU water subsidy program • Corporate Responsibility Programs

INTERNAL FACTORS


Weaknesses Action Plans

1. Equipment Maintenance • Establish PMS for equipment & vehicles

2. Record filing • Establish Records Management System • Create virtual library • Acquire a van to store Acctg. hardfiles

3. Rented building • Finalize documents for the LGU donated lots • Budget for the proposed construction of the new

TCWD bldg

4. High Non-revenue water • Replacement of pipelines at the Central Section • Establishing District Metering Areas (DMAs) • Massive replacement of water meters which are

above five years

INTERNAL FACTORS


Weaknesses Action Plans

5. Monitoring of the consistency of the processes

• Periodic (quarterly) conduct of Internal Audit • Monthly Management Review on target

accomplishments and ongoing compliances • Designation of ISO Coordinators by Division

6. Office Cleanliness • Incentive program/s to sustain housekeeping efforts in the office

• Introduction of 5S

INTERNAL FACTORS


Opportunities Action Plans

1. Linkages with Stakeholders • Encouraging stakeholder participation in the decision-making process

• Providing timely information • Open, and honest communication • Enhancement of the website • Newsletter (semi-annual)

2. Partnership with the Local Government Unit

• Sustain LGU relationship by constant coordination • Updating the concerned Brgy Council and the City

Government on all developments of the water district

EXTERNAL FACTORS


Threats Action Plans

1. Political Issues & Conflicts

2. Climate Change • Develop Watershed Protection Programs • In coordination with the Toledo City Government, charge

water levies to commercial and industrial users for protection and rehabilitation of watersheds and livelihood projects of people living inside the watershed.

EXTERNAL FACTORS

Customer Satisfaction

Customer Satisfaction Form has been given to 150 respondents (Concessionaires of TCWD) conducted last July

14, 2017 to August 24, 2017

A. Service Delivery Satisfaction

49%

39%

9%

2% 1% Service Delivery Index 5 - Excellent

4 - Good

3 -Adequate

2 - Poor

1 -Very Poor

B. Water Supply

C. Overall Customer Satisfaction Index

MAJOR COMMENTS:

1. Excellent service, so far nindot ang service (8)

2. Kung puede 24 hours ang agas (7)

3. Pa kusgan ang pressure sa water (6)

4. Dalian og aksyon kung naay guba (6)

5. Limpyohan ang tubig (4)

Conclusion:

Based on the data obtained the overall

customer satisfaction index shows that 42%

have excellent respond, 37% good, 14%

adequate, 4% poor, and 3% very poor.

Quality Targets and Monitoring per

Division

ADMINISTRATIVE & HR DEPARTMENT

ADMINISTRATIVE & HR DEPARTMENT

COMMERCIAL DIVISION

FINANCE DEPARTMENT

PRODUCTION AND MAINTENANCE

ENGINEERING & CONSTRUCTION DIVISION

Non-conformance and

Corrective Action

Audit Report

TCWD ISO 9001_2015/16 FM-RAI-09 - Audit Report NC.doc

TCWD ISO 9001_2015/16 FM-RAI-09 - Audit Report NC.doc

Non-conformance & Corrective Action Audit Report












Supplier Performance Evaluation Supplier Name Rating Pass/ Fail

Great Star A Konsult, Inc. 52.5 fail

WES Automation Corporation 91.25 pass

ABC Coco Lumber & General Merchandise 76.25 pass

Techno-Trade Resources, Inc. 71.25 fail

Cebu Progress Commercial 61.25 fail

Vannix Computer Center and Enterprise 73.75 fail

Access Frontier Technologies, Inc. 58.75 fail

Perfect Star PC Shoppe 52.5 fail

KJL Computer Enterprises 77.5 pass

Isa-con Enterprises 91.25 pass

Jubros Auto Parts Supply 93.75 pass

Adequacy of Resources A. PEOPLE

- There are unfilled positions based on DBM approved Table of Organization for TCWD

B. EQUIPMENT

- Equipment for OPEX reduction plans • Variable Frequency drive- 3 out of 14 of the pumping

station already implemented VFD (can drop OPEX by 30%) • Renewable power- ongoing prototyping

FOR NON-REVENUE WATER •District Meter Area to monitor water flow •Replacement of dilapidated pipeline in the Central

Area OTHERS:

•Change meters to replace meters more than 5 years to maintain meter efficiency - 35.7% complete

•Automated monitoring of pumping stations using IP Camera

C. ORGANIZATIONAL KNOWLEDGE

• Establish Operations Manual •Crafting of Water Safety Plan

DISCUSSION OF ACTIONS TAKEN IN THE RISK ASSESSMENT MATRIX

(per Division)

RISK ASSESSMENT MATRIX (Administrative & Human Resource Dept)

RISK ASSESSMENT MAtRIx



C:/Users/User/Documents/ARLENE_2017/TCWD ISO 9001_2015/TCWD ISO 9001_2015/RISK MANAGEMENT/RM_COMMERCIAL/RA-Arrears Collection.docx


C:/Users/User/Documents/ARLENE_2017/TCWD ISO 9001_2015/TCWD ISO 9001_2015/RISK MANAGEMENT/RM_COMMERCIAL/RA-Billing & Collection.docx

C:/Users/User/Documents/ARLENE_2017/TCWD ISO 9001_2015/TCWD ISO 9001_2015/RISK MANAGEMENT/RM_COMMERCIAL/RA-Billing & Collection.docx


C:/Users/User/Documents/ARLENE_2017/TCWD ISO 9001_2015/TCWD ISO 9001_2015/RISK MANAGEMENT/RM_COMMERCIAL/RA-Meter Reading.docx






C:/Users/User/Documents/ARLENE_2017/TCWD ISO 9001_2015/TCWD ISO 9001_2015/RISK MANAGEMENT/RM_P&M/Risk Assessment maintenance.docx

C:/Users/User/Documents/ARLENE_2017/TCWD ISO 9001_2015/TCWD ISO 9001_2015/RISK MANAGEMENT/RM_P&M/Risk Assessment maintenance.docx


C:/Users/User/Documents/ARLENE_2017/TCWD ISO 9001_2015/TCWD ISO 9001_2015/RISK MANAGEMENT/RM_FINANCE/Risk Assessment Matrix-Accounting.docx











OPEN FORUM