Hlurb QMS

Section 1 Page No.
Page 1 of 1
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INTRODUCTION No.:
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HLURB.QM.0001 Quality Manual Effectivity:
Administrative Order No. 161, series of 2006, Institutionalizing Quality Management

System in Government, was issued to effect actual improvements in public governance in
recognition of the International Organization for Standardization (ISO) 9000 series which
ensures consistency of products and services through quality processes. In 2007, Executive
Order No. 605, Institutionalizing the Structure, Mechanism and Standards to Implement the
Quality Management Program, mandates all departments and agencies of the Executive
branch, including all Government-Owned and/or Controlled Corporations (GOCCs) and
Government Financial Institutions (GFIs) to adopt the ISO 9001:2008 Quality Management
Systems (QMS) as part of the implementation of a government-wide quality
management program.
An ISO Certification strengthens measures already taken under the Anti Red
Tape Act (ARTA), R.A. No. 9485 (02 June 2007). It will mean that the processes
adopted in the delivery of services meet international standards and with the ISO
Certification, clients can expect reliable, predictable and dependable services
resulting in increased client satisfaction.
The Housing and Land Use Regulatory Board (HLURB), declared under
Executive Order No. 648, s. of 1981 as amended by Executive Order No. 90, as the
planning, regulatory and quasi-judicial instrumentality of government for land
development, realizes the need to implement the above-mentioned statutory
mandate to further strengthen the on-going efforts to streamline bureaucratic
procedures and hasten government processing and issuance of permits, clearances,
licenses and certifications.
Thus, HLURB initiated a project for the development of a Quality Management

System (QMS) Certifiable to ISO 9001:2008. The project covers the core processes
of the Board: Planning Assistance, Regulation and Adjudication (PaRA). The project
aims to provide the necessary interventions to facilitate the establishment of ISO
9001:2008 Quality Management System for HLURB.
Nature of Revision: Change of Document Document Distribution:

Coding and some minor edits.
Section 2 Page No. Page 1 of 2
VISION, MISSION, AND MANDATES Revision No.: 1
2.1 Vision:
An institution of professionals exemplifying public service with responsibility,

integrity, competence and justice geared towards the attaining of well-planned
and sustainable communities through the regulation of land use, housing
development and Homeowners Associations, and the just resolution of
disputes.
2.2 Mission:
To promulgate and enforce policies on land use, housing and Homeowners

Associations which promote inclusive growth and economic advancement,
social justice and environmental protection for the equitable distribution and
enjoyment of development benefits.
2.3 Mandates:
A. Planning [EO 648; EO 72; RA 7279]
1. Formulate Comprehensive Land Use Planning Guidelines.

2. Render technical assistance to LGUs in CLUP preparation and to members
of Provincial Land Use Committees (PLUCs) and Regional Land Use
Committees (RLUCs) in CLUP review.
3. Review and approve CLUPs for Highly-Urbanized Cities (HUCs),
Independent Component Cities (ICCs), Metro Manila cities and
municipalities and Provincial Physical Framework Plans (PPFPs).
4. Update and revise the National Urban Development and Housing
Framework (NUDHF) under the direction of the Housing and Urban
Development Coordinating Council.
5. Train LGUs in subdivision plan approval and zoning administration.
B. Regulation [EO 648; EO 71; EO 72; PD 957, 1216, 1344, BP 220; RA 7899;
RA 9904; RA 8763 (Sec. 26)]
Real Estate Management:

1. Register and issue Licenses to Sell for residential and non-residential
subdivision projects.
2. Issue Development Permits and Licenses to Sell for condominium projects
and columbarium projects.
3. Monitor development and construction of registered and licensed projects.

VISION, MISSION, AND MANDATES Revision No.: 1
4. Update and revise rules, guidelines and standards on housing and real
estate.
5. Approve Master Deed and Declaration of Restriction of condominium
projects, and any amendment or revocation thereof decided upon majority
of all registered owners (concurrently with City or Municipal Engineer)
6. Issue Locational Clearances for projects considered to be of vital and
national or regional economic or environmental significance.
Homeowners Associations (HOAs):

7. Register and supervise Homeowners Associations (HOAs).
Real Estate Practitioners:

8. Register real estate brokers, dealers and salesmen engaged in selling lots
or units in projects under HLURB jurisdiction.
C. Adjudication [EO 648; RA 9904; RA 8763 (Sec. 26)]
Real Estate Management:

1. Hear and decide disputes between subdivision lot or condominium unit
buyer and developer.
Homeowners Associations (HOAs):

2. Resolve intra and inter-Homeowners Association disputes.
Planning:
3. Decide on appeals from decisions of local zoning bodies.
Prepared by: Approved by:
ARTURO M. DUBLADO ANTONIO M. BERNARDO

Quality Management Representative Chief Executive Officer and
Commissioner

HLURB PROFILE, HISTORY AND Revision

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STRUCTURE No.:
3.1 History
The HLURB is one of the Key Shelter Agencies under the umbrella of the
Housing and Urban Development Coordinating Council (HUDCC). It had its
beginnings as a Task Force on Human Settlements under the Development
Academy of the Philippines, and had transitioned to the Human Settlements
Regulatory Commission in 1981 under E.O. No. 648, and subsequently to its
current status in 1986 under E.O. No. 90.
Its main functions are the provision of technical assistance to local government
units in the preparation of Comprehensive Land Use Plans (CLUPs); regulation of
the real estate trade and business through the licensing and monitoring of
subdivision and condominium projects; regulation of homeowners associations;
and finally adjudication of disputes between buyers and developers, and of
Homeowners Associations.
3.2 Organizational Structure
The HLURB operates through a Central Office and nine (9) Regional Field
Offices (RFOs). Its policy making body is the Board of Commissioners composed
of the Chief Executive Officer, three (3) full time Commissioners and four (4) Ex-
Officio Commissioners.

HLURB PROFILE, HISTORY AND Revision

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STRUCTURE No.:
Policy Development Legal Services

Group Group
Nine (9) Regional Field Offices
Planning, Monitoring and

Registration & Adjudication
Licensing Division Division

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QUALITY MANAGEMENT SYSTEM No.:
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4.1 Scope
This manual covers the three (3) core processes of HLURB: Provision of
Technical Assistance in Land Use Planning, Regulation, and Adjudication
Services. This function is further described in Section 4 - (Process Map). Also
covered are the key management and support processes that are critical to
HLURBs core function. This manual contains the basic policies, objectives and
guidelines set by the agency, which can be implemented as a tool for exceeding
internal and external client and citizens expectations.
Also, it ensures the availability of information on the procedures in the entire Core
Processes.
4.2 Exclusion
Exclusion to ISO 9001:2008 requirements is applied to Clause 7.3 Design and

Development and Clause 7.6 Control of Monitoring and Measuring Equipment.
HLURB follows a uniform set of guidelines, standards, rules and regulations in
the implementation of its mandates and has no special client who requires a
customized design. HLURB does not necessitate the use of monitoring and
measuring equipment.
4.3 QMS Process-based Model
Stakeholders Objectives
Services
Products

Coding and some minor edits
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The process approach is referred as the application of a system of processes within

the agency, together with the identification and interactions of these processes and
their management to produce the desired outcome. In the above model, the
requirements which served as inputs are the agencys clients which include the
developers, homeowners and homeowners associations, brokers, lot buyers/owners,
local government units and other stakeholders. Applications for various processes
are examined and evaluated to arrive at a desired product. The outputs include the
Certificate of Registration and License to Sell, HOA registration certificate, permits,
certifications, plans and the like. Activities in these processes are conducted with
efficiency, accuracy, professionalism, honesty and transparency. Continual
improvement of the services can be attained through feedback mechanism such as
survey, evaluation sheet, suggestion box and finally analysis of result. The ultimate
result of this process is satisfaction of the client.

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4.4 Process Map

Management Process
Policy Management Management Evaluation and Feedback

Improvement
Formulation Planning Review Assessment Management
LGU/ Request
Stakeholder Draft LGU /
Trainings Technical Assistance
1 HLURB Invitation CLUPs/ZOs Stakeholders
Issuances DP; Developers

Documentary CR/LS; HOA
Applicants Application Evaluation
2 Requirements REM Buyer
Approvals; Broker
Monitoring COC Land Owner
Buyers
Verified HOA
Complainants Mediation/
3 Complaint
Conciliation
Arbitration Appeal Execution Decisions Developer
Broker
Land Owner
Information
General Human Resource Finance Documentation
Technology Legal Services
Services Development Management Management
Management
Support Process
4.4.1 Management process involves commitment of top management to

provide support in the development of the agency QMS and provide for
the review of its continuous applicability and suitability based on the
established Quality Policy and Quality Objectives. The need for
possible improvement or changes shall also be determined and
established to ensure continuing suitability, adequacy and
effectiveness. Management Process includes the following:
Policy Formulation
Management Planning
Management Review
Evaluation and Assessment
Improvement
Feedback Management
4.4.2 Support Process identifies and provides resources needed to ensure

that the policy serves its purpose, requirements are met, room for
continuous improvement, policy is communicated and discussed
throughout the organization, and provides for periodic review to make
sure of its suitability. Support Process constitutes the following:

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Information Technology and Data Management

General Services
Human Resource Development
Finance Management
Information and Communications Management
Legal Services
4.4.3 Supplier/s triggers the establishment of the QMS and consequently the
necessary improvement needed:
LGUs/Stakeholders/HLURB
Applicants
Buyers and Developers
4.4.4 Initiated Process reflects the mode/proof of required service:
Request/Invitation
Documentary Requirements
Verified Complaint
4.4.5 Process contains the three (3) core functions of HLURB with
corresponding flow of activity conducted up to the end result.
Planning Assistance (Training, Technical Assistance)

Regulation (Application, Evaluation, Issuances, Monitoring)
Adjudication (Conciliation/Mediation, Arbitration, Appeal, Execution)
4.4.6 Outputs are the required result/s of the activity conducted as proof of
service rendered to customers.
Draft CLUP/ZO
Permits, Licenses, Certificates, Clearances
Decisions
4.4.7 Customers are the ultimate subject to be provided with the

required/needed services
LGU/Stakeholders
Developers, HOA, Buyers, Brokers, Landowners

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4.5 HLURB Services
HLURB SERVICES
PLANNING Technical assistance to LGUs in CLUP preparation
ASSISTANCE and to members of the Provincial Land Use Committee
(PLUC) and Regional Land Use Committee (RLUC) in
CLUP review.
Review and approval of CLUPs for Highly Urbanized
Cities (HUCs), Independent Component Cities (ICCs),
Metro Manila cities and Provincial Physical Framework
Plans (PPFPs).
Train LGUs in subdivision plan approval and zoning
enforcement.
Registration and licensing of subdivision and
condominium projects, farm lots, memorial parks and
columbaria.
Conduct of monitoring of development of registered/
licensed projects.
Review of Master Deed and Declaration of Restrictions
of condominium project, and any amendment or
revocation thereof decided upon by a simple majority
of all registered owners (concurrently with City or
REGULATION Municipal Engineer).
Issuance of Locational Clearances for projects
considered to be of vital and national or regional
economic or environmental significance.
Registration and supervision of Home Owners
Associations.
Registration of real estate brokers, dealers and
salesmen engaged in selling projects under HLURB
jurisdiction
Issuance of Certificate of Completion (COC)
Issuance of Clearance to Mortgage
Issuance of Creditable Withholding Tax Certificate
Issuance of Zoning Certification
Issuance of Development Permit for condominium and
columbarium projects
Issuance of Extension of Time to Develop (ETD)
Conciliation and arbitration of :
Disputes between subdivision lot or condominium unit
ADJUDICATION buyer and developer.
Intra- and Inter-Homeowners Association disputes.
Appeals from decisions of local zoning bodies.

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4.6 Control of Outsourced Process
The following outsourced processes, which are integral to agency service

provision, are outlined in the following table. The approved list of outsources are
as follows:
Services Provided Type of Control Service Provider
ISPs
1. Utilities
Electric & Water
(Internet Connectivity &
Companies
Web Hosting, Water & MOA and TOR
Electricity, Postal/Courier Post Offices/Courier
and Telephone Services Companies
Telecommunication
Companies
2. IT Equipment
MOA and TOR Service Centres
Maintenance & Services
3. Major renovation of
MOA and TOR Building Contractors
infrastructure
Road Test and
4. Repair and Maintenance
Technical Inspection Service Centres
of Vehicles
Report
5. Transport Services MOA and TOR Transport Companies
6. Training-Resource Line Agencies/NGOs
MOA and TOR
Speakers Consultants
7. Training-Food and Venue MOA and TOR Hotel and Caterers
8. Janitorial and Security
MOA and TOR Manpower Agencies
Services
9. Pest Control MOA and TOR Exterminators
10. Legal (Sheriff) MOA and TOR Regional Trial Courts
Contract of
Services/MOA
11. Consultancy/Funding Consultants
Terms of Reference
Agencies Funding Agencies
(TOR)
Output/Deliverables
Printing shops
12. Other services
National Publications
(photocopying, printing, MOA and TOR
office forms, advertising) National Printing Office
(NPO)

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4.7 QMS Documentation
The HOUSING AND LAND USE REGULATION QMS is described in the

following documents and arranged according to the following
documentation structure:
Manual
Mandatory
Level 1: Quality Manual The highest level of Quality Management

System documentation. It contains the Quality Policy, organizational
structure, resource management and specific policies for Housing and
Land Use Regulation, quality control and improvement.
Level 2: Mandatory Procedures These procedures clearly describe

the sequence of processes necessary to ensure conformance with ISO
9001:2008.
The Mandatory Procedures are:
Control of Documents
Control of Records
Internal Quality Audit
Control of Non-Conforming Services
Corrective and Preventive Action

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Level 3: Standard Operating Procedures (SOPs) These

procedures describe the sequence of processes necessary to ensure
conformance with ISO 9001:2008.
It provide operational guide on what the HLURB does and how it

achieves stated policies. It also provides guidance on how to
communicate and perform various activities. The SOPs also includes
policies, guidelines, flow charts, procedures that describe the detailed
steps in performing its functions in relation to the implementation of its
mandates.
The QMS is aimed at ensuring consistency in meeting the client needs

and expectations through the actual performance of documented
procedures and SOPs.
4.8 Quality Manual Amendment and Issuance
This Quality Manual defines and clarifies policies, systems, and procedures
adopted to implement and continually improve HLURBs QMS. Likewise, it serves
as reference and guide for agency employees to make them familiar and
appreciate HLURB QMS.
Introduction of new procedures or services may necessitate amendments to the

Quality Manual and relevant procedures.
Requests or suggestions shall be made in writing to the QMR for his/her

consideration to ensure that such changes are reflected in the manual.
The hard copy of the Quality Manual shall not be brought outside the HLURB
without prior authorization from the QMR.
Controlled copies of this Manual are issued to Copy Holders identified by the
HLURB Document Controller who is responsible for the safekeeping and
updating of the necessary revisions.
It is the responsibility of the Document Controller to distribute and keep a list of

authorized copy holders of the Quality Manual, as indicated in the Control of
Document procedure.
The reproduction and distribution of the Quality Manual and its related documents
are restricted and shall be done only with authorization from the QMR. Pertinent
laws shall apply accordingly.
All external distribution shall be subject to the approval of the QMR.

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4 .9 Control of Documents
The procedure on Control of Documents was established to provide a document

system to ensure that only appropriate versions of documents needed for
effective planning, operation and control of the agencys processes that relate to
the HLURB Quality Management System are available at points of use.
The HLURB implements a procedure for the creation, revision, approval, and
issuance of documents. Likewise, the procedure provides for an effective
monitoring, distribution, maintenance, and updating of procedures and
instructions within the said manuals. See HLURB.MP.0001, Control of
Documents for procedure details.
4 .1 0 Control of Records
The Control of Records Procedure aims to define the controls needed to ensure
records are readily identifiable: easily retrievable; accessible when needed;
provided with adequate and suitable storage; protected from physical
deterioration ; loss or damage; secured from data tampering and/or unauthorized
access; retained as long as they are needed and disposed properly when use is
no longer needed.
HLURB implements a procedure for the identification, collection, indexing,

access, filing, storage, maintenance and disposition of quality records. Records
are ensured legible, stored and retained in such a way that they are readily
retrievable in storage facilities that provide a suitable environment to prevent
damage, deterioration, or loss.
All offices maintain records to demonstrate achievement of the QMS

requirements, which includes project management and its interfacing processes.
Retention periods of quality records are established, recorded and maintained in

accordance with the Records Disposition Schedule. See HLURB.MP.0002,
Control of Records for procedure details.

Quality Management Representative Chief Executive Officer and
Commissioner

Section 5 Page No.: Page 1 of 7
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MANAGEMENT RESPONSIBILITY No.:
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5.1 Management Commitment
It is the policy of the HLURB Top Management to provide quality services to its
clients.
Top Management is committed to this policy through the effective implementation

and continuous improvement of the HLURB QMS. This is demonstrated by the
establishment of the Quality Policy, formulation of Action Plans, and the conduct of
Management Review.
Top Management is also responsible for communicating to all employees the

importance of meeting client requirements.
Top Management further provides all the needed resources to ensure effective
implementation and continuous improvement of the HLURB QMS.
5.2 Customer Focus
The HLURB regularly gathers feedback from the clients to continually monitor their
changing needs and requirements through consultation with stakeholders,
correspondence from clients and the like. The data gathered are analyzed and
plan of actions are prepared to address areas for continuous improvement and to
attain/maintain clients satisfaction.
Public Assistance and Complaints Desks (PACD) are set up in strategic units/
office in HLURB Central and Regional Field Offices to ensure availability of an
officer or employee to attend to public needs such as, consultation, advice,
feedback or complaint in relation to his/ her transaction.
Concerned central office group heads and regional directors shall ensure the
implementation of actions based on the results of feedback analysis.
5.3 Quality Policy
The HLURB, as the lead agency in the provision of technical assistance to Local
Government Units in the preparation of Comprehensive Land Use Plans;
regulation of housing, land development and Homeowners Associations; and
adjudication of disputes related thereto, is committed to deliver its services with
competence and integrity in order to satisfy its stakeholders.

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DIRECTIONS:
Delivery of conforming services
In order to promote public confidence in the HLURB as a quasi judicial body,

legal disputes will be resolved with competence, fairness, consistency, and
promptness.
In order for all LGUs to have CLUPs, there will be sustained assistance to
LGUs in the preparation of Comprehensive Land Use Plans.
In order to educate Homeowners Associations for improved governance and

homeowners relations, there will be a sustained orientation of Homeowners
Association members to update them on their rights and obligations.
In order to protect the rights of subdivision and condominium unit buyers, there
will be a sustained monitoring of all real estate projects through the use of
effective information management to ensure that they are fully developed in
accordance with approved plans.
Continuing review and adoption of pre-CR/LS requirements to ensure that only

qualified and capable developers are allowed to develop and sell real estate
developments to public.
Installation of continual improvement process
In order to formulate policies that will promote efficiency in the delivery of

services, there will be a regular monitoring of compliance to rules and
regulations, and regular evaluation of performance as against target in the
delivery of services.
In order to ensure continual improvement of the HLURB QMS its Mandatory

Procedures shall be implemented.
In order to promote client satisfaction, there will be a regular monitoring of

feedback from clients on the quality of the service.
In order to promote client satisfaction, measures will be instituted to promote

fair, just, reliable, dependable and predictable action on all transactions with
clients.
In order to promote client satisfaction, measures will be instituted that will make
the processes in the delivery of services simplified and user friendly.

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In order to promote the rights of the stakeholders, there will be a regular

revisiting of policies and guidelines on land use planning, real estate
management and Homeowners Associations.
Measures will be instituted that will promote transparency and accountability in

all transactions
Improving employee competency
Only competent personnel whose qualification is suited for a particular job

should be hired.
In order to promote employee competency in the delivery of services, there will

be a regular evaluation of personnel in the performance of their assigned tasks,
and a regular provision of the appropriate programs for skills development of
office personnel.
Improvement of work and stakeholders environment
In order to promote the well being of office personnel, as well as of the

stakeholders, improvements in the work environment and in the office facilities
will be provided.
5.4 Management Planning System
The HLURB prepares a work and financial plan for its three core functions to
ensure that defined Policy Objectives are attained and effectively implemented.
HLURB establishes targets, obtains commitments and determines resource

requirements through conduct of planning activities at appropriate levels. The
accomplishments are evaluated through the conduct of general meetings, group
meetings, Performance Appraisal Rating (for individual accomplishment), and
other means as deemed necessary.
The overall output are reflected in the HLURBs Annual Accomplishment Report
and serves as reportorial document for budgeting purposes and basis for agency
planning activities (target prioritization for the succeeding year/s) and for other
intended use.
The specific target for every core function is measurable and consistent with the
Quality Policy and ultimately be contributory to the attainment of the Quality Plan.

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5.5 Responsibility, Authority and Communication
The responsibilities and authorities of all personnel and functions are defined in the
functional/organizational charts and job/position descriptions. These are
communicated through the procedures, Manual of Operations, Citizens Charter
and orientation sessions. Office Orders and Memorandum Circulars further
designate and assign additional functions of each personnel.
5.5.1 Management Representative
The QMR is responsible in assisting the Top Management in the development,

implementation and maintenance of the QMS. Likewise, he/she ensures that
the processes needed for the QMS are properly put in place, consistently and
continuously implemented and maintained. Responsibilities and authority of the
QMR are defined in this section.
5.5.2 Internal Communication
Top Management, through the Training and Promotion Team, promotes

awareness of the Quality Policy, disseminates progress and effectiveness of
QMS performance vis--vis client satisfaction and communicates appropriate
changes in the QMS.
Internal communication takes place through regular meetings, written

communications, i.e. memoranda and Office Orders, bulletin boards, intranet,
and other modes of communication.
Responsibilities and authorities are defined in Job Descriptions, Organizational

Chart, Policies, and Procedures, Manual of Operations.
As to specific roles in QMS, a Core Team was created and divided into sub-
teams with corresponding responsibilities as follows:
A. Top Management
1. Leads the establishment, implementation, and monitoring of the QMS;

2. Establishes and communicates Quality Policy;
3. Ensures that Quality Objectives are established;
4. Communicates the importance of meeting customer requirements;
5. Determines and provides necessary resources and ensures that they are
adequately available;
6. Conducts Management Review Meetings; and,
7. Ensures that authorities and responsibilities are defined and communicated
within the organization.

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B. Quality Management Representative (QMR)
1. Oversees the establishment, documentation and effective implementation of

the Quality Management System (QMS);
2. Ensures that procedures for Internal Quality Audit, Management Review,
Corrective and Preventive Actions are established and implemented;
3. Reports QMS performance to Top Management for review and continual
improvement; and,
4. Liaises with external parties on matters relating to the QMS.
C. Planning Team
1. Ensures that Quality Objectives are established at relevant functions within

the organization;
2. Ensures that Quality Objectives are measurable;
3. Ensures that Quality Objectives are supported by programs to achieve
them; and,
4. Ensures that client information is monitored as one of the measures of
performance of the QMS.
D. Document and Records Control Team
1. Consolidates all documentation requirements using HLURB format for

Quality Manual, Mandatory Procedures and Standard Operating Procedures;
2. Maintains master copies and masterlist of the Quality Manual, Mandatory
Procedures and Standard Operating Procedures, as well as the masterlist of
externally generated documents;
3. Issues and controls distribution of the Quality Manual, Mandatory
Procedures and Standard Operating Procedures;
4. Ensures that HLURB Document Control Procedures conforms to ISO
9001:2008;
5. Coordinates enhancement of the Control of Records Procedures; and,
6. Closely coordinates with division heads on all matters concerning records
management.
E. Internal Quality Audit (IQA) Team
1. Coordinates, facilitates the establishment, conducts and monitors the

implementation of the HLURB IQA Program;
2. Identifies the necessary resources for managing the IQA Program;
3. Provides criteria and coordinates the selection and training of QMS
auditors; and,
4. Provides inputs during Management Review regarding IQA results.

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F. Training and Promotions Team
1. Plans and coordinates awareness-building sessions on the concepts,

principles, and requirements of ISO 9001:2008 and other relevant
approaches (i.e., 5S and Work Improvement Team) in order to promote
understanding, active participation, commitment, and cooperation towards
the establishment and sustainability of the HLURBs QMS.
G. Workplace Organization Team
1. Ensures that the work environment needed to achieve conformity to product

requirements are managed;
2. Ensures consistent implementation of 5S Good Housekeeping; and,
3. Monitors and assesses workplace cleanliness, orderliness and safety.
H. ISO Secretariat
1. Provides administrative and technical support to successfully implement the

project from system development up to 3rd-party certification;
2. Facilitates the delivery of specific outputs of the project; and,
3. Plans and coordinates effective deployment and efficient use of human,
financial, and other physical resources of the project.
5.6 Management Review
Top Management reviews the QMS at least once a year or as may be deemed
necessary to determine continued suitability, adequacy and effectiveness in
satisfying the organizations requirements including the statutory and regulatory
requirements and ISO 9001:2008 standards. This review includes assessment of
opportunities for improvement and an evaluation of the need for changes to the
QMS, including the Quality Policy and Objectives.
The QMR issues a memorandum on the schedule of the Management Review at

least two weeks after the conduct of IQA.
The Management Review is done with the participation of the Regional Field
Offices and the Central Office Groups/Divisions. The QMR reports to the Top
Management the implementation, assessment of the effectiveness and the overall
performance of the HLURB QMS.

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5.6.1 Review Input
This review may include but not limited to, current performance and
improvement opportunities related to the following:
a. Results of audits, internal and external audits;

b. Results of client and/or citizen feedback;
c. Status of service conformities and support process performance vis--vis
Quality Plan;
d. Status of preventive and corrective actions;
e. Follow-up actions of previous Management Reviews;
f. Changes that could affect the QMS; and,
g. Recommendations for improvement.
5.6.2 Review Output
Outputs from the Management Review include, but are not limited to, any
decision and actions related to:
a. Improvement of the effectiveness of the QMS and its processes;

b. Improvement of services related to client needs; and,
c. Resource needs.
Corrective actions identified from these reviews are forwarded to the concerned
Central Office Group/Division or Regional Field Office Heads for timely
implementation and evaluation of the effectiveness of planned actions.

Quality Management Representative Chief Executive Officer
and Commissioner

RESOURCE MANAGEMENT AND Revision

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SUPPORT PROCESSES No.:
6.0 Resource Management and Support Processes
6.1 Provision of Resources
The HLURB determines and ensures provision of appropriate resources needed to

deliver services required by the clients. Resources include the following:
1. Human Resources
2. Infrastructures/Facilities
3. Workspaces
4. Equipment and Logistics
5. Finance Requirements
6.2 Human Resources Management
Human Resources are selected based on the requirements of the operating

groups/divisions and Regional Field Offices of the Board, in accordance with Civil
Service Commission (CSC) rules and regulations.
6.2.1 Recruitment, Selection and Appointment
Recruitment and selection process conducted by HRMS includes the following

activities:
a. Preparation of notice for vacant positions for submission to the CSC and
for posting at the HLURB website, bulletin board and leading publications;
b. Evaluation of applicants eligibility based on CSCs Qualification
Standards;
c. Conduct of interview and administration of aptitude/psychological
examinations;
d. Referral of applicant to requesting group/division for in-depth interview;
e. Submission of the list of applicants and the requirements to the Selection
Board for screening and recommendation.
f. Submission of the screening result to the Chief Executive Officer for
selection approval of appointment papers; and,
g. Preparation and submission of appointment papers and other
documentary requirements to the CSC for validation.
Nature of Revision: Change of Document Document Distribution


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The Selection Board which was created through an Office Order is in charge
of the evaluation and screening of applicants for hiring and promotion of
employees.
6.2.2 Competency Development, Training and Awareness
Competency requirements are determined by matching the current

competencies with what is required by the position. Training is conducted to
address the competency gaps. Evaluation of the training effectiveness is
conducted. Provision of training for HLURB personnel is prompted by any of
the following:
a. Request from Group/Division/Regional Field Offices for attendance to

training;
b. Need for skills upgrading brought about by new developments in the
system; and,
c. Introduction of new programs/projects.
6.3 Infrastructure Management
Infrastructure is determined, maintained and properly managed to support its

processes for the delivery of services as required by the clients. The HLURB
office/building in Quezon City that serves as its Central Office and the nine (9)
Regional Field Offices throughout the country are properly maintained. The Central
Office has conference rooms, hearing rooms, records storage facilities, clinic, IT
room, cashier room and parking areas. All offices are equipped with computers and
other IT equipment including internet/intranet facilities, processing software,
communications and transport facilities.
Maintenance of infrastructure is generally managed by the General Services Section

(GSS) of the Administrative Division (AD).
6.3.1 Work Environment and Management
In order to attain its quality objectives, HLURB provides a work environment

that:
a. is safe and conducive to working effectively and efficiently;

b. ensures all workstations/workplaces are conditioned in accordance with
the Building Code of the Philippines;


1
c. enhances the productivity of its personnel and promotes the dignity of

work; and,
d. fosters teamwork and camaraderie, and affirms the significance of
contribution of every employee regardless of status.
6.4 General Services
The availability of the infrastructure that supports the implementation of the QMS of
HLURB depends on the efficiency of its support service system. HLURB ensures
that equipment and supplies acquired/purchased conform to the required
specifications and are issued on time, receipts and issuances are properly recorded
and adequate control and proper storage including traceability is maintained.
6.4.1 Planning
Each Group/Division of the HLURB prepares the Annual Procurement Plan

(APP) base on its requirements and submitted to the Administrative Division
for consolidation for final submission to the Procurement Service (PS) of the
Department of Budget and Management (DBM) and be posted at the HLURB
website and Government Procurement Policy Board (GPPB).
6.4.2 Procurement
Procurement of supplies and equipment in HLURB is specifically guided by

the provisions of the Government Procurement Reform Act (RA 9184). It
covers procurement activities funded by the DBM. Prior to the actual
acquisition and use of the supplies/equipments/services indicated in the APP,
canvass and evaluation of suppliers as well as the items to be purchased are
made.
6.4.3 Inspection and Acceptance
An inspection and evaluation is conducted by the designated HLURB

inspectors and by the Commission on Audit (COA) representative upon
delivery of the items to assure adherence as to the number and specifications
required by the end users. Compliance with the provisions of the Act directs
HLURB towards the attainment of its quality objectives.


1
6.4.4 Storage
The HLURB ensures the effective storage of supplies and materials in

storage room.
6.5 Finance Management
The Finance Division provides the financial support to the core processes through
the following activities, in compliance with government accounting and auditing rules
and regulations:
6.5.1 Formulation and dissemination of financial policies and guidelines that

adheres with the government accounting policies and procedures;
6.5.2 Fund Management that includes monitoring of funds of each operating
unit whereas usage of funds are properly utilized and economical;
6.5.3 Processing of payment to suppliers/contractors, salaries and benefits
to employees, travels in conducting seminars, trainings, monitoring and
consultation services, and granting of cash advances when needed;
and,
6.5.4 Generation of financial reports within specified deadlines.
6.6 Information and Communication Management
The Office of the Chief Executive Officer ensures that incoming communications are
acted upon or referred to concerned Groups/Divisions/Regional Field Offices through
the following:
6.6.1 Recording of all incoming communications such as letters,

memoranda, queries, etc.;
6.6.2 Preparing routing/referral slip;
6.6.3 Assigning communication documents to concerned Groups/Divisions/
Regional Field Offices; and,
6.6.4 Monitoring status/action taken.


1
6.7 Information Technology and Data Management
HLURB intensifies its performance by coming up with IT projects in line with its three
(3) Major Mandates - Planning, Regulation and Adjudication. To achieve this, one of
the priority activities is the evaluation of the specifications needed in the acquisition
of hardware which will compliment the production of various documents and
issuances of the agency and the performance of the different systems currently
being used and which will be developed in the coming years. Current systems will be
improved and the proposed systems will be introduced to improve the day-to-day
operation of the agency. Information Technology plays a vital role in providing
support to the PaRA Processes.
6.7.1 Systems Development and Maintenance (SDM)

As part of the proposed Information System Strategic Plan (ISSP), HLURB
shall undertake the following projects in line with its three (3) Major Mandates:
Planning:
- Comprehensive Land Use Plan Information System (CLUPIS)
Regulation:
- Real Estate Management Information System (REMIS)
- Clearance System
- Real Estate Brokers Information System (REBIS)
- Homeowners Association Information System (HOAIS)
Adjudication:
- Cases Information System (CIS)
HLURB will also improve its internal administrative operations by undertaking

the following projects:
- Enhanced Document Tracking System (DTS)
- HR Time and Attendance System
- Property Inventory Information System (PIIS)
- Adoption of the ongoing Government Integrated Financial Management
System
- Improvement of the HLURB Portal with linkages to the different
operational Information Systems
- Data Conversion for other systems development
With the improvement and development of the different Information Systems,

faster and efficient service will be provided to the public. It will also provide the


1
HLURB a tool to efficiently monitor its overall operations which will aid in the
formulation of policies and provide timely delivery of services to its client.
The development of these systems can be by contracted services with the
direct supervision of the Information and Communications Technology
Division (ICTD) to comply with the requirements of HLURB. After warranty
period has expired, systems maintenance will be taken over by the trained
ICTD staff knowledgeable of the technology used in the development of the
systems. Assessment will be conducted on a yearly basis to continually
improve the systems and to determine the corresponding budget requirement.
6.7.2 Network Operations Service (NOS)

A structured network infrastructure will be implemented. Adequate network
peripherals will be installed for wired and wireless connections with provision
for additional network connectivity. Backup network peripheral will be in place
to ensure continued network service. Network connectivity, speed and usage
will be monitored and analyzed to address any problem before it arises. A
semi-annual assessment of cabling will be conducted and appropriate
recabling or repairs will be done when needed. Research on network
technology and security will be done and tested and applicable ones will be
implemented.
6.7.3 Database Management
Data is a very vital component of the agencys operations. The role of ICTD
on Database Management would be as follows:
- Provide adequate storage capacity
- Database security and maintenance
- Introduce policies addressing records retention/management
- Regular back-up
- Improvement of the technology use
- Building of new databases
- Monitoring data entry procedures
- Troubleshooting


1
6.8 Legal Services
The Legal Services Group (LSG) of the Central Office and the Monitoring and
Adjudication Division (MAD) of the Regional Field Offices provides legal support
to the Board of Commissioners and HLURB Offices through the following
activities:
6.8.1 Reply to queries of parties to a case with respect only to the Boards
Rules of Procedure;
6.8.2 Review of contracts and other legal agreements where HLURB or any
of its units is a party to the contract;
6.8.3 Render legal opinions on subject matters within the jurisdiction of
HLURB; and
6.8.4 Adjudicate cases when Regional Field Offices inhibit from the case.

and Commissioner

SERVICE REALIZATION Revision No.: 1
HLURB.QM.0001 Quality Manual Date Effective:
7. Service Realization
7.1 Planning
The Plans and Programs Group (PPG), with inputs from Central Office Groups and
Regional Field Offices, prepares, develops and proposes for the approval of the
Board of Commissioners, plans for HLURBs core processes to deliver its mission in
the attainment of its vision. The respective shares of the Central Office Groups and
Regional Field Offices in the accomplishment of Major Final Outputs (MFOs);
Programs, Activities and Projects (PAPs) and Performance Indicators (PIs) are
likewise determined in observance of the HLURBs operational and implementation
policies.
Every last quarter of the year, a planning workshop is conducted where

accomplishments of the Regional Field Offices and Central Office Groups vis--vis
targets are presented, and where targets for the following year are determined.
These targets however are for the most part already predetermined under the
Medium Term Development Plan which covers the agency targets for five (5) years.
The annual targets and annual action plans are submitted by the respective Regional
Field Offices and Central Office Groups for approval by their Supervising
Commissioners, which when approved; will serve as the performance targets and
commitments of the Regional Field Offices and Central Office Groups. Details of the
training design, deliverables, schedule of activities in planning assistance, regulation
and adjudication, and logistical requirements are identified in the Action and
Financial Plans.
7.2 Client-Related Processes
7.2.1 Determination of Requirements Related to the Service
The HLURB ensures that client needs are properly determined and client
requirements are met to their satisfaction, with the adoption of the following
mechanisms:
For planning assistance, HLURB conducts briefing before the

Sangguniang Bayan/Panglungsod prior to signing of a Memorandum of
Agreement (MOA). LGUs set aside certain amount for the activity and
HLURB will provide the planning assistance.

For regulation, all applications for permits, licenses, certificate of

registration, certifications with complete documentary requirements per
checklist of requirements and payment of corresponding fees are
evaluated within the prescribed period in accordance with PD 957, BP
220, RA 7279, RA 9904s and Implementing Rules and Regulations being
implemented by the Board. Monitoring activity is conducted six (6) months
after the issuance of Certificate of Registration/License to Sell (CR/LS) or
based on the completion date indicated in the License to Sell to determine
compliance of the project to the approved plan and program of
development. It also includes monitoring of Homeowners Associations
issued Certification. Upon finding of violations, corresponding fines will be
imposed to owners/developers/associations.
For adjudication, only verified complaints with corresponding filing fees are
accepted for appropriate action. Disposition of these cases by HLURB
arbiters shall be in accordance within the prescribed period stated in the
HLURB Rules of Procedures.
7.2.2 Review of Requirements Related to the Service
For regulatory services, records officer checks completeness of documents

before accepting the application for License to Sell, clearance, certification,
and permit or HOA certificate of registration from a client. The client is also
informed of the amount of fees to be paid. Schedule of fees is also available
at HLURBs website. In case of lacking requirements, the
applicant/association is informed of the lacking requirement through the
issuance of Notice of Deficiency.
Physical copy of the document such as certifications, certificates, licenses and

permits is released to the applicant/client personally or by mail.
Documentary requirements and procedures for the issuance of such permits,

certificates and License to Sell are documented and are reviewed regularly to
determine its applicability. The requirements are part of the application form
and the approved Implementing Rules and Regulations.
7.2.3 Client Communication
The agencys operational plans include strengthening public awareness of its

services with the implementation of communication programs. It endeavors to
keep client connection through establishing accessible and practical means to
enhance client care.

The methods and channels of communication with clients include face-to-face

discussion, fax, phone call, e-mail, internet, survey, meeting, etc.
Front-line service personnel of each division, group or Regional Field Offices

is responsible for communicating with clients pertaining to service information,
inquiries, and client feedback including client complaints etc.
7.3 Design and Development
This is an exclusion to the HLURB QMS. Refer to Section 4 of this Quality Manual
7.4 Procurement
The provision for this requirement is described in Section 6 of this Quality Manual.
7.5 Service Provision
7.5.1 Service Provision
HLURB ensures an error-free service by, but not limited to the following:
a. Provision of CLUP Guidebook to LGU officials during trainings, seminars,

and workshops to guarantee that Land Use Plans are in accordance with
relevant statutes, compliant with existing rules and regulations, and more
importantly applicable to and feasible in the particular Local Government
Unit being assisted;
b. Availability and accessibility of references such as applicable laws,
Implementing Rules and Regulations, Standards and Guidelines,
Monitoring Manuals and Standard Operating Procedures to concerned
personnel;
c. Proof reading of issued certificates and notices by a personnel other than
the processing officer before being signed by the authority;
d. Acknowledgment by the applicant or recipient of the issued certifications or
notices;
e. Regular monitoring of return cards to guarantee that parties have received
the notices issued;
f. Conduct of session debriefings at the end of each day during trainings to
address concerns during the days activities before the next scheduled
activity;

g. Conduct of monitoring/site inspection to determine compliance to the

submitted program of development of the projects issued License to Sell;
and,
h. Conduct of monitoring of Homeowners Association to determine
compliance to reportorial requirements.
7.5.2 Validation of Processes for Service Provision
HLURB validates the existing processes on planning assistance, regulation

and adjudication through:
Assigning competent personnel

Defining criteria for review
Defining specific methods
Maintaining permanent records
Validation for the delivery of services is necessary to determine that services

have been delivered. In this process, the following steps are usually
implemented:
7.5.3 Client Property
HLURB requires submission of certified true copies of documents and if

required, original copies from applicants. The HLURB shall exercise care with
the information contained in these documents, as such a letter request from a
researcher/public is required before he/she can borrow a document from the
Records Section. These documentary requirements are placed in a numbered
docket, and filed in the Records Section. If any of this document is lost or
found to be unsuitable for use, the record officer shall inform the client. Also,
the HLURB ensures security through restriction of access to these documents
by rendering them available only upon written request subject to approval by
the Records Officer. The Records Officer protects/safeguards these
documents by observing proper tracking and control of records. Regular pest
control shall be conducted in the storage area to protect the records.
7.5.4. Identification and Traceability
Identification and traceability of services rendered by the Board shall be

identified for proper monitoring and measurement requirements.
Output of the services are identified and traced through the following, as
applicable:

Service Output Identification

Final draft of CLUP/ZO (HUCs, Board Resolution number,
Planning ICCs, Metro Manila LGUs), title, date of approval
Assistance PPFPs
Final draft of CLUP/ZO SP Resolution, date of
component cities and approval, title
municipalities
Post monitoring
Report on LGUs compliance to
of CLUP/ZO CLUP Compliance Report
approved CLUP/ZO
implementation
REM
Regulation
Condominium Development
Development Permit No.
Permit
Certificate of Registration CR Number
License to Sell LS Number
Temporary License to Sell TLS Number
Amendments of CR/LS CR Number/ LS Number
Amendment of Master Deed Letter of Approval
Alteration of Plan for
Alteration Number (AP No.)
Condominium
Zoning Certification Zoning Cert. No.
Clearance to Mortgage CTM No.
Advertisement Approval AA No.
Certificate of Creditable
CWT No.
withholding tax
Brokers' Registration Registration No.
Accreditation of Socialized
Accreditation No.
Housing Developers
Accreditation of NGOs Accreditation No.
MONITORING
Certificate of Completion COC No.
Extension of Time to Develop ETD No.
Notice of Monitoring Letter/Notice
Show Cause Order Letter/Notice
Notice of Violations NOV (date)
Notice of Imposition of Fine Letter/Notice
Notice of Non-compliance to
Letter/Notice
Order
Writ of Execution Letter
Alias Writ of Execution Letter
HOA
HOA Registration Certificate Registration No.
HOA Amended By-laws and
Article of Incorporation
Federation/Confederation &
Neighborhood Associations
OTHER
Certification on Urban Land
Reform Zone/Areas for Priority
Development
Adjudication Mediation conferences Date of Mediation

Decision of cases Case No./Case Title
Decision on appealed cases Case No./ Case Title
7.5.5 Maintenance of Services
The HLURB shall maintain the quality of its services through:
a. skills upgrading and training

b. regular review of processes
c. performance assessment of employees
d. linking with other agencies
7.5.6 Control of Monitoring and Measuring Equipment
This is an exclusion in the HLURB QMS, please refer to Section 4 of HLURB

QMS.

and Commissioner

MEASUREMENT, ANALYSIS AND

Revision No.: 1
IMPROVEMENT
8. Monitoring and Measurement
8.1 Client Satisfaction
HLURB measures client satisfaction based on the correspondence received such as

comments/suggestions from the suggestion boxes; HLURB website and press
releases; SMS to the Chief Executive Officer; and the Report Card Survey from the
Civil Service Commission (CSC). HLURB strictly observes the Mamamayan Muna
slogan of the Civil Service Commission in the delivery of its services.
HLURB conducts periodic gathering of client feedback and perception to monitor the
service outcomes in terms of meeting the client requirements and expectations at
different stages of the process application. This shall be achieved through any of the
following approaches:
8.1.1 Focus Group Discussions (FGD). This activity is intended to show the
current and future development and productivity concerns of key stakeholders
as they are relevant in defining or aligning the agencys program thrusts and
relevance areas.
8.1.2 Client Satisfaction Survey and Suggestion Box. The determination of

client satisfaction is designed to measure and monitor performance of the
agencys services in terms of meeting the client requirements and expectations.
Results of the survey are examined during management reviews where
improvement actions are identified for implementation accordingly.
8.1.3 Review of Client Feedback. Gathering of client feedback with regards to

the quality of services rendered is necessary to determine if there are steps or
activities in the processes that need improvement. Clients are enjoined to
accomplish the clients feedback form attached to the application form. HLURB
reviews and analyzes client feedback through small group
meetings/discussions.
The members of the Core Team are responsible for monitoring or measuring the
performance of the QMS, processes, and information relating to client perception as
to whether HLURB has fulfilled their requirements.


Revision No.: 1
IMPROVEMENT
8.2 Internal Quality Audit
The Plans and Programs Group (PPG) of HLURB conducts an annual performance
assessment or performance audit to validate reports submitted and to determine
accomplishments as against physical targets. Issues and concerns of the Regional
Field Offices are discussed and submitted to the management.
Another audit is conducted by the Internal Quality Audit Team to determine conformity
to the HLURB IQA Procedures and to verify the QMS effectiveness in accordance
with the same. The audit criteria, scope, methods and frequency are defined in the
IQA Plan. Internal Quality Auditors are selected and trained. To ensure objectivity in
the Internal Quality Audit, self-audit of the IQA members is not allowed. The Internal
Quality Audits are planned, taking into consideration the status and importance of the
processes and areas to be audited and also the results of previous audits. Results of
IQAs are recorded and reported to the QMR. The report includes identified non-
conformance/s, details of root-cause analysis, and corrective and preventive actions
taken, including follow-up activities.
The findings are presented to the responsible personnel in the audited

Groups/Divisions of the Central Office and Regional Field Offices. The Internal Quality
Audit Team regularly monitors the corrective and preventive actions taken as regard
to non-conformities/potential non-conformities identified during the audit.
Follow-up audits are conducted to verify implementation and effectiveness of the

corrective/preventive actions taken. Results of audits are maintained by the Internal
Quality Audit Team.
8.3 Monitoring and Measurement of Processes and Services
HLURB applies appropriate methods for the measurement and monitoring of service
realization processes needed to meet customer/regulatory requirements. This is to
ensure that processes are properly implemented as to their intended purpose.
Processes are regularly monitored and measured by comparing the actual

accomplishments with planned targets as defined in the Action Plans. When these
targets are not achieved, corrective measures are applied as necessary to ensure that
milestones are achieved.
The HLURB monitors and measures the characteristics of services to verify that
requirements have been met. This is carried out at appropriate stages of the service
realization process in accordance with the planned arrangements. The following
information are documented:


Revision No.: 1
IMPROVEMENT
Compliance to prescribed period of processing

Regional accomplishment report against targets
Performance of support groups
Expenditure by Regional Field Offices per capita
Non-conforming services
Person responsible for non-conforming services
Client feedback
The services shall not be released or delivered prior to satisfactory completion of the
processes required.
8.4 Control of Non-conformity
HLURB implements and maintains a documented procedure to identify, inventory and

control non-conforming services to prevent their unintended use or delivery. This
includes responsible persons and authorities as defined under HLURB.MP.0004
Control of Non-Conforming Services.
Actions to be taken on non-conforming services may be in the form of one or more of

the following control measures, where applicable:
Improve the service to eliminate the detected non-conformity.

Request the client to accept a revised or corrected version.
Cancel the permits, licenses, or certificates issued and mark it as such.
Take action appropriate to the effects, or potential effects, of the non-
conformity when non-conforming service is detected after delivery or use has
started.
When a non-conforming service is corrected, it shall be subject to re-verification to

show conformity to the requirements. Records, such as checklists of the nature of
non-conformities and any subsequent actions taken are maintained.


Revision No.: 1
IMPROVEMENT
8.5 Analysis of Data
HLURB determines, collects, and analyzes appropriate data to demonstrate the

quality, suitability and effectiveness of the QMS and to evaluate where continual
improvement can be made. This data includes information generated by measuring
and monitoring activities such as processes, audits, client complaints, feedback as
well as other appropriate sources. Information to be collected and analyzed should
relate, but not limited to:
Ranking of arbiters based on total number of disposed cases and disposition

rate to determine efficiency.
Client satisfaction/dissatisfaction based on survey results.
Data on accomplishments vis--vis target.
Supplier/outsourced service performance.
Annual ranking of Regional Field Offices in terms of accomplishment rate over
target, percentage share against overall agency accomplishment, income and
expenditures
This process includes comparative analysis of the previous and the current
performance to provide basis for continual improvement, planning and decision
making. Applicable and practical statistical methods are used whenever necessary to
enhance the analysis.
8.6 Continual Improvement
The QMS is continually improved through the use of the Quality Policy, Quality
Objectives, audit results, analysis of data, corrective and preventive actions and
Management Review.
8.7 Corrective and Preventive Action
HLURB implements and maintains a documented procedure for corrective and

preventive actions to sufficiently address non-conformities in its services, and prevent
their recurrence as defined under HLURB.MP.0005 Corrective and Preventive Action.
Corrective and Preventive Action Procedure includes:
Effective handling of clients complaints;

Use of information such as clients comments/feedback, audit reports, quality
records, service reports and others to detect, analyze and eliminate causes of
non-conformities;


Revision No.: 1
IMPROVEMENT
Identifying potential non-conformities and its causes;

Determining the appropriate corrective/preventive action to avoid
recurrence/occurrence;
Determining controls to be applied to ensure effective implementation of
corrective/preventive actions;
Recording changes in procedures that result from corrective/preventive action
and immediately disseminating this to the concerned Groups/Divisions of the
Central Office and Regional Field Offices; and,
Recording and reviewing of corrective/preventive actions taken and
submission to management.
The actions taken are appropriate to immediately arrest or resolve the problem.

and Commissioner

QUALITY PLAN As of : 3RD QUARTER 2013
Prepared by: ARTURO M. DUBLADO - QMR Reviewed and Approved by: ANTONIO M. BERNARDO Page: 1
Objective Performance Indicator Target Current Status In-Charge Remarks
To ensure that all Number of land use plans 9

On-going PDG
LGUs have CLUPs reviewed (12)
Average stakeholders
To promote client
that rate land use plans 90% On-going
satisfaction
good or better
To educate HOAs for

improved 765
No. of HOAs registered On-going RFOs
governance and (1,020)
homeowners relation
To protect the rights Number of subdivision,
of subdivision and condominium and other 750
On-going RFOs
condominium unit real estate development (1,000)
buyers applications acted upon
Average percentage of
To promote client stakeholders who rate
90%
satisfaction each development as
good or better
Number of subdivision,
To promote the rights
condominium and other
of subdivision and 750
real development On-going RFOs
condominium unit (1,000)
applications acted upon
buyers
within 21 days

of subdivision and Number of site 17,250
On-going RFOs
condominium unit inspections conducted (23,000)
buyers
Percentage of
development that are
35% On-going RFOs
inspected more than 10
times in the last year
To promote public
confidence in the Number of enforcement 804
On-going LSG, RFOs
HLURB as a quasi actions to be conducted (1,072)
judicial body

Number of decisions
of subdivision and
overturned on appeal by 10%
condominium unit
a higher authority
buyers
To promote public
Percentage of
confidence in the
enforcement actions 90% On-going LSG, RFOs
HLURB as a quasi
acted within 60 days
judicial body

of subdivision and Number of HOA disputes 201
On-going LSG, RFOs
condominium unit adjudicated (268)
buyers
To promote the rights Percentage of

of subdivision and disputes/decisions
10%
condominium unit overturned by a higher
buyers authority
To promote public
confidence in the Percentage of disputes
90% On-going LSG, RFOs
HLURB as a quasi resolved within 60 days
judicial body
To improve
employee No. of staff trained 75 On-going HRMS
competency
To improve
Improvement of 1 improvement/ Administrative
workplace On-going
workplace quarter Division
environment
To have an effective
management of Updated information 100% On-going ICTD
information
To have an effective Number of vouchers
financial and processed on time as Finance
90% On-going
administrative against total number of Division
support vouchers

and Commissioner

Hlurb QMS

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Section 1 Page No.

HLURB.QM.0001 Quality Manual Effectivity:

Administrative Order No. 161, series of 2006, Institutionalizing Quality Management

Thus, HLURB initiated a project for the development of a Quality Management

Nature of Revision: Change of Document Document Distribution:

VISION, MISSION, AND MANDATES Revision No.: 1

HLURB.QM.0001 Quality Manual Effectivity:

An institution of professionals exemplifying public service with responsibility,

To promulgate and enforce policies on land use, housing and Homeowners

A. Planning [EO 648; EO 72; RA 7279]

1. Formulate Comprehensive Land Use Planning Guidelines.

Real Estate Management:

Nature of Revision: Change of Document Document Distribution:

VISION, MISSION, AND MANDATES Revision No.: 1

HLURB.QM.0001 Quality Manual Effectivity:

Homeowners Associations (HOAs):

Real Estate Practitioners:

C. Adjudication [EO 648; RA 9904; RA 8763 (Sec. 26)]

Real Estate Management:

Homeowners Associations (HOAs):

Prepared by: Approved by:

ARTURO M. DUBLADO ANTONIO M. BERNARDO

Nature of Revision: Change of Document Document Distribution:

HLURB PROFILE, HISTORY AND Revision

HLURB.QM.0001 Quality Manual Effectivity:

3.2 Organizational Structure

Nature of Revision: Change of Document Document Distribution:

HLURB PROFILE, HISTORY AND Revision

HLURB.QM.0001 Quality Manual Effectivity:

Policy Development Legal Services

Nine (9) Regional Field Offices

Planning, Monitoring and

Nature of Revision: Change of Document Document Distribution:

HLURB.QM.0001 Quality Manual Effectivity:

Exclusion to ISO 9001:2008 requirements is applied to Clause 7.3 Design and

4.3 QMS Process-based Model

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HLURB.QM.0001 Quality Manual Effectivity:

The process approach is referred as the application of a system of processes within

Nature of Revision: Change of Document Document Distribution:

HLURB.QM.0001 Quality Manual Effectivity:

4.4 Process Map

Policy Management Management Evaluation and Feedback

Issuances DP; Developers

4.4.1 Management process involves commitment of top management to

4.4.2 Support Process identifies and provides resources needed to ensure

Nature of Revision: Change of Document Document Distribution:

HLURB.QM.0001 Quality Manual Effectivity:

Information Technology and Data Management

4.4.4 Initiated Process reflects the mode/proof of required service:

Planning Assistance (Training, Technical Assistance)

4.4.7 Customers are the ultimate subject to be provided with the

Nature of Revision: Change of Document Document Distribution:

HLURB.QM.0001 Quality Manual Effectivity:

4.5 HLURB Services

Nature of Revision: Change of Document Document Distribution:

HLURB.QM.0001 Quality Manual Effectivity:

4.6 Control of Outsourced Process

The following outsourced processes, which are integral to agency service

Services Provided Type of Control Service Provider

Nature of Revision: Change of Document Document Distribution:

HLURB.QM.0001 Quality Manual Effectivity:

4.7 QMS Documentation