QUALITY MANAGEMENT SYSTEM

LEARNING SCRIPT

1. What is QMS?
• QMS – Quality Management System

2. What International Standard is the organization adopting?

• QMS – ISO 9001:2015

3. What is the scope of the QMS of the organization?

• Issuance of policies and settlement of claims for non-life insurance products

4. What are not applicable to the organization’s QMS?

• Control of monitoring and measuring devices - The nature of business of the Company
does not require use of inspection and measuring instruments and equipment. Therefore,
the requirement of the ISO 9001:2008 standard on the calibration of inspection and
measuring instruments and equipment is not applicable to the Company.

5. What are the products and services of the organization?

• Standard Insurance Co., Inc. is a Philippine non-life insurance company with license to
operate all types of non-life insurance products such as: Motor Car; Fir; Marine; Bond;
Money, Security, Payroll and Robbery; and Other Casualties which include Unlimited
Personal Accident; Travel Accident; Personal Accident for Vessel; Comprehensive
General Liability; Contractors’ All Risk; Property Floaters and Cellphone Insurance.

6. Who are the customers of the organization?

• Direct Clients
• Agents/Agencies
• Brokers
• Dealers

7. Who are the interested parties of the organization?

• Customer – Direct Clients, Agents/Agencies, Brokers, Dealers
• Owners
• External Providers – Repair Shops, Travel Agency Partners, Towing Service Providers,
Reinsurers, Service Providers for maintenance of equipment, janitorial services, security
services, messengerial services
• Statutory and Regulatory Bodies – Bureau of Internal Revenue, Insurance Commission,
Philippine Insurers and Reinsurers Association

NOTE: Know the requirements of the stakeholders.

Page 1 of 7
 QUALITY MANAGEMENT SYSTEM
LEARNING SCRIPT

8. What locations are included in the QMS of the organization?

• 28/F, 30/F and 31/F Petron Megaplaza, 358 Sen. Gil Puyat Avenue, Makati City
• 5/F 331 Building, 331 Sen. Gil Puyat Avenue, Makati City
• Technical and Training Center, Naic, Cavite (warehousing of units only)

9. How does the organization determine its external and internal issues?
• Through the SWOT Analysis

NOTE: Know the SWOT of your department/group/division.

10. What are the components of risk assessment?

• Risk Identification
• Risk Analysis
• Risk Evaluation

NOTE: Know the risk and opportunities identified for your department/group/division. Check
the following documents of your department/group/division: (a) Risk Assessment, (b)
Risk Treatment Plan, (c) Opportunity Assessment, (d) Opportunity Plan.

11. What is the acceptable risk for the organization?

• Moderate risk or risk level of 9 and below – risk treatment is “Accept”
• If more than the tolerable level – risk treatment options can include “Reduce”, “Share”,
“Transfer” and/or “Avoid”.

12. What is the organization’s commitment to quality?

“Standard Insurance Co., Inc. is committed to continuously improving the quality of service to
the insuring public through FAIRNESS, PROFESSIONALISM, INNOVATION, and
SIMPLICITY.”

13. How does the organization adhere to this quality policy?

• Standard Insurance Inc., Co. Quality Objectives:
o To instill a culture of quality based on the values of fairness, innovation, and simplicity.
o To consistently give our customers high quality products and services.
o To recruit, develop, and provide opportunities for professional growth to our associates
o To adapt and implement competitive business strategies to ensure long term relevance
and profitability.

Page 2 of 7
 QUALITY MANAGEMENT SYSTEM
LEARNING SCRIPT

14. When is the effectivity date of the quality policy?

• Reviewed on July 9, 2018 during the Management Review

15. What are the manuals of the organization for its QMS and their effectivity?

MANUAL EFFECTIVITY DATE

Quality Manual April 16, 2018
Administrative Manual July 1, 2015
Accounting Group Policies and Procedures June 14, 2016
Manual (PPM)
Branches Sales Support Department PPM 2018
Corporate Finance Group PPM July 26, 2017
Claims Division PPM July 10, 2017
Corporate Sales Group PPM July 1, 2015
Customer Experience Group PPM April 20, 2017
Direct Sales Department PPM April 21, 2017
General Services Department PPM July 1, 2015
Human Resource Development Department
June 1, 2018
PPM
Internal Audit Department PPM July 1, 2015
Internet Sales Unit June 7, 2018
Information Technology Department PPM July 1, 2015
Legal Department PPM July 1, 2015
Marketing and Corporate Communications
April 11, 2017
Department PPM
Risk Management Division PPM June 1, 2017
Treasury Department PPM July 25, 2016
Technical Division PPM August 2, 2016

NOTE: Be familiar with your respective Policies and Procedures Manual.

16. What is the effectivity date of organization’s QMS?

• (applicable for the initial certification – July 2018)

Page 3 of 7
 QUALITY MANAGEMENT SYSTEM
LEARNING SCRIPT

17. How do we measure our objectives in meeting our commitment to quality?

• Operations Plan/Key Performance Indicators
• Monthly/Quarterly Accomplishment Reports

NOTE: Know the objectives/indicators/targets of your department/group/division and gather

records to show evidence of monitoring/accomplishment.

18. How can you contribute to the QMS of the organization?

• Compliance to the organization’s policies and procedures to ensure provision of quality
products and services to customers
• Compliance with statutory and regulatory requirements
• Meeting the objectives and targets of the department/group/division

19. What are the benefits of having an effective quality management system?
• Minimize occurrence of undesirable effects
• Continuous improvement
• Customer satisfaction
• Better performance
• More effective and efficient operations

20. What will be the impact of non-compliance to the organization’s QMS?

• May result to customer complaint
• May result to non-attainment of objectives/targets.
• May result to opportunity loss, loss of revenue, penalties, loss of customer, loss of
image/reputation and worst, closure of business

21. What is your position title and job descriptions?

• (State your position title based on the organizational/position charts.)
• (State your duties and responsibilities; please refer to Job Description in HRIS)

22. What does Documented Information refer to?

• Documented Information refers to documents and records, both hard copy and electronic
copy.

23. What is the difference between of a Document and a Record?

• A document is an input to the system while a record is an output of the system.

Page 4 of 7
 QUALITY MANAGEMENT SYSTEM
LEARNING SCRIPT

24. Examples of documents are as follows:

• Manuals
• Blank Forms
• Reference Materials

Examples of records are as follows:

• Filled-out forms
• Training records/Employee Training Log
• Monthly Reports
• Logbooks
• Database
• Back-up files

25. Who comprise the Quality Management System Organization?

NAME
Dhora Floressa T. Rojas
Internal Quality Audit Team
Jesselyn B. Alcain
Review Committee Members
Lyra M. Llante
Maricel U. Besidas
Irene C. Santelices
Erika Kristine D. Perez
Mary Anne E. Perocho
Annalyn B. Burcer
Regina D. De Leon
Celine O. Saño
Angela Data-Agnote
Maria Cristina S. Liwanag
Arianne Joy V. Ruben
Maureen Lorraine N. Latosa
Yolanda L. Ignacio
Julius Christian S. Buenviaje
Daniel L. Fallurin
Ralph I. Santiago
Arlene M. Lucas
DESIGNATION
Quality Management Representative
IQA Team Leader
Accounting Group
Accounting Group - Corporate Accounting Section
Branches Sales Support Department
Corporate Finance Group
Claims Division
Corporate Sales Group
Corporate Sales Group
Customer Experience Group
Customer Service Department
Direct Sales Department
General Services Department
Human Resource Development Department
Internal Audit Department
Technology Group - Systems Development Section
Technology Group - Infrastructure Section
Internet Sales Section
Legal Department

Page 5 of 7
 QUALITY MANAGEMENT SYSTEM
LEARNING SCRIPT

NAME
Nikos Fyodor R. Consumido
Estrellita C. Fallurin
Cyrille M. Rubiales
Zenaida P. Cayetano
DESIGNATION
Marketing and Corporate Communications Department
Risk Management Division
Treasury Department
Technical Division

NOTE: Know the Review Committee Member of your department/group/division.

26. Discuss your process/procedures and locate them from the manuals.

NOTE: Refer to your respective Department/Group/Division Policies and Procedures

Manual.

27. How do you know the filing system and retention of your records?

NOTE: Refer to your respective Filing Chart/Retention and Location File.

28. What are references and how are they controlled?

• References are documents of external origin e.g., equipment manuals, installers, labor
code, etc.
• Controlled through stamping “Controlled” and signed by the head of the unit.

29. Frequency of QMS Activities?

• Review of SWOT and Risk Assessment – at least annually
• KPI/Annual Operations Plan Accomplishment Report – monthly/annually
• QMS Audit – at least annually
• Management Review – at least annually

30. How do you determine what to communicate to relevant interested parties?

• Through the Communication Plan
• It contains both internal and external parties

Page 6 of 7
 QUALITY MANAGEMENT SYSTEM
LEARNING SCRIPT

31. What do you do with data and information?

• Identify relevant data and information to analyze and evaluate
• Determine method of analysis and evaluation
• Determine when to gather data
• Determine when to analyze and evaluate gathered data

Page 7 of 7