Republic of the Philippines

'> I UNIVERSITY OF RIZAL SYSTEMProvince of Rizal

QUALITY MANUAL

CIuaIity Management SystemISO 9001:2015

URS-OP-IS-ISC-IQM-2017-0001 Rev 00

Approval Top Sheet

ISO 9GG'I:2G15

Quality Management System QMS! ManualQIVI 1.G

March G1, 2G17

ORIGINATOR;

OR I G I NATO R:

URS-QP-IS-ISC-IQM-2017-0001 rev 00

INFORMATION:

Document Title:

Document IdentificationEffective Date:

IVIA. VICTORIA L. RIVERAChairperson

Quality Management System

PresidentUniversity of Rizal System

INFORMATION

Document Tit e. ISO 9001;2015

Quality Management System QMS! ManualURS-QM1Document Code.

UNIVERSITY OF RIZAL SYSTEM'S BOARD OF REGENT Approval!

Member

HO N. ANN K. HOF E R

Chair, House Com~mUee on Higher and Technical EducationMember

HON. ALEXANDER R. MADRIGALDirector,~DOST Region 4A!

Membe

Director, NEDA Region 4A

Member

Representative, Private SectorMember

I NF OR MAT l ON:

Document Title:

Document Code:

UNIVERSITY OF RIZAL SYSTEM'S 8OARD OF REGENT Approvat!

President, URS Facufty FederationMember

Member

President, University of Rizal SystemVice-Chair

t IRQ Ap Ic tc'r imwa an<'v ronne .. nn

C mmtss oner, CPresiding Officer

ISO 9001 2015

Quality Management System QMS! ManualURS-QM1

Table of Contents

PageINT ROD U CTI ON.

II. URS MANAGEMENT TEAM

Ill. VISION, MISSION, CORE VALUES

IV. QUALITY MANAGEMENT SYSTEM.

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4.1

4.2

4.3

4.5

4.6

4.8

4.9

4.10

Scope......................,........

Normative Reference .........

Terms and Definition.

Context of the Organization..Leadership,P lanning.

Support......,.......,

OpeI atIon.

Performance Evaluation

Improvement

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10

11

14

14

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INTRODUCTION

1,0 Introduction

The University of Rizal System c~eated this Quality Manual to full its higher educationmandates and to make continuously evolving efforts to provide relevant supportmechanisms for the holistic development of students, enabling research and extensionenvironment, and feasible production activities that will support its various clients andstakeholders.

This Quality Manual is designed to provide framework on how the university can plan,implement, monitor and evaluate the variou products and services it is offering to thedifferen level of clienteles and interested pattie . The upkeep of this Quality Manual lieswith the accountability of the Quality Management representatives of the University.

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The officers of the Administration of Llniversity of Rizal System shall be the President, VicePresidents, Campus Directors, Deans of Colleges, D rector of other units, Heads of offices, otherofficials of equal rank and the University and Board Secretary.

The power of the URS is lodged in its Board of Regents BOR! with its University President asthe Chief Executive Officer exercising the overall authority of providing general supervision,directions and control on the University's core thrusts such as academic, administrative, researchand development, extension and production, and business concerns.

The University President is supported by the three Vice Presidents namely Vice President forAcademic Affairs, Vice President for Administration and Finance, and Vice President for ResearchDevelopment, Extension and Production.

The Vice President for Academic Affairs is responsible in the concerns involving the graduateschool, curriculum and instruction, student development services, OJT and placement, registration,and library services.

The Vice President for Administration and Finance is responsible in the operations of internalaudit services, administrative services, finance se; vices, general services, and business andresources generation.

The Vice President for Research Development, Extension and Production is responsible forthe research, extension, production, public affairs, qender and development center, intellectualproperty, and environment-related initiatives.

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I Document Title:QUALITY STATEMENTS

Effective Date: ', March 01, 2017

3.0 Quality Statement

The university formulate its quality policy consistent to its vision and missionstatement towards the attainment of the vision, complying with the statutory andregulatory requirements to improve the effectiveness of the QMS for continualimprovement. This Quality Policy is communicated to all employees, explained tothem so that it is understood and accepted by each individual as a primeresponsibility while delivenng the services.

3.1 Vision

3.2 Mission

The University of Rizal System is cornn~itted to nurture and produce upright andcompetent graduates and empowered community through relevant and sustainablehigher professional and technical instruction, research, extension and productionservices.

3.3 Core Values

R -ResponsivenessI -Integrity

S -Service

E -Excellence

S -Social Responsibility

3.4 Brand and Vector

"Nurturing tomorrow's noblest"

The leading University in human resourc-. development, knowledge and technologygeneration and environmental stewardship,

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4.0 Quality Management System

4.1 Scope

This Quality Manual shall speciify the requirements by wh ch the University of Rizal Systemexhibits its ability to continually provide serv ce.- that conform to customer and applicablestatutory and regulatory requirements and internalianal standards, The Quality ManagementSystem shall be compliant to ISO 9001:2015.

The scope of the QMS is the Llniversity of Rizal System quality services provided to itsstakeholders in the areas of:

a! Academic and Academic Support Services,b! Administration and Support to Operations,c! Research and Extension Services

and covers the ten �0! Campuses of the University of Rizal System.

This Quality Manual describes the basic roles, responsibilities, necessary procedures andprocesses for ensuring that quality requirements are met with the aim of improving customersatisfaction.

a! Quality Management System Chairperson,b! Internal Quality Auditor, andc! Document Control OWice.

The University President and the management staff are responsible in implementing andcontinuously enhancing the Quality Management System into the Llniversity of Rizal Systemorganization structure.

4.2 Normative References

Quality Manual ISO 9001:2015 Quality Management SystemDepartment of Environment and Natural Resources Quality Manual! ISO 9001:20'l5SHAH Promoters and Developers Quality Management System for ISO 9001:2015Rowland Plastics ISO 9001 Quality Management System Manual

4.3 Terms and Definition

Appeals and Re-sits. It refers to a process where students need to retake an assessment orexamination.

This Quality Manual shall be reviewed, revised and approved annually ar as needed. TheUniversity President is responsible in implementing and maintaining the Quality Manual. Theauthorized personnel who can initiate changes ta ihe Quality Manual are:

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PhiIGEPS. It stands for Philippine Government Electronic Posting System,

Preventive Action. It refers to action taken ta eliminate or reduce the causes of potentialnonconformity, defect or other undesirable acts in order to prevent Its occurrence.

Procedure. It refers to specific way of performing an activity.

Process. It refers to the set af inter-related resourr:,es and activities which transform inputs intoautputs.

Product, It refers to instruction, facilities, service".- ard the graduates.

Quality, It refers to the totality of features or characteristics of a product or service ta satisfythe needs of the customer,

Quality Assurance. It refers to the planned and systematic actions necessary to ensureadequate confidence that a praduct or service sh~ll satisfy the given requirements for qualify.

Quality Management Representative QMR!. T he or qanizational structure, functions, dutiesand responsibilities, operational procedures, processes and resources needed to irnplernentquality management towards the attainment of thn vision and mission.

Quality Policy. It refers ta the overall intentions and directions af the University of RizalSystem.

RA 9184, The law an procurement in public offices and instrumentalities af the procurement.This is also the law for government procurement 0 acess.

Registrar. It refers ta school official occupying the plantilla position wha certifies and approvestudent's admission and graduation. The person also is responsible for the student recordsand approves study loads of the student.

Regulatory and Statutory Requirements. It relr.~ s to legal requirements.

Resources, It refers to human, materials and firer~ facial resources of the Llniversity.

Retention Policy. It refers to the policy regardinfi 'r~e academic requirement af students beforeproceeding to the next year level.

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b! the requirements of the interested narties relevant to the QMS.

University of Rizal System shall comm:t to continually monitor, review and analyzeinformation and relevant requirements nl' the interested parties ta assure that theirrequirements are effectively and efficienily managed in the QMS,4.4.3 Determining the Scope of the C~ i~tlty Management System

University of Rizal System is committed in applying all applicable requirements of theInternatianal Standard to the intent of ai ~" QMS.

University of Rizal System has determined the boundaries and applicability of theQMS and how it relates to our Core Coi-appetency.

The Scope of the QMS shall always be available to internal and external parties andmaintained as documented infarmation.

4 4.4 Quality Management Systems and its Processes

The University of Rizal System has e.=iiblislied, documented, and implemented aQuality Management System QMS! th ' meets the requirements of ISO 9001:2015.URS maintains this Quality Manager '.nt System and continually improves itseffectiveness through the use of the Qu-'ity Policy, Quality Objectives, Audit Results,Analysis of Data, Corrective Action, Pii ventive Action and Management Reviews.Maintenance of this system is the resl' nsibility of the Quality Management SystemChairperson rn corijunction with the UR;-.' Managemerrt.

The Quality Management System define.= lhe processes needed for the organization'soperatiion and application throughout ' 'RS. These processes include those formanagement activities, provision af res:rces, product realization, measurement andcontinual improvement.

4.5 Leadership

4.5.1 Leadership and Commitment

4.5.1.1 General

The University management i.- 'ctively involved in implementing the QMS,and is accountable for its over- 'l effectiveness, Management has initiatedand fully supports the vision and strategic direction for the continuedsustainability and improvemeni 'i the QMS. The President, Vice-Presidents,and Campus Directors have inii '~ted and fully support the Quality Policy andObjectives,

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Job Function:

President

Administration, Planning, a ~d Finance

Vice President for Acadc'-~ic Affairs

President

Member of;

Job Function:

Job Title:

Appointed by:

R e ports t o:

Supervises the:

President

Pr esident

Chairs the:

Member of:

Job Functions:

Job Title: Campus Directors

President

President

Job Title: Deans

President

13

Job Title'.

Appointed by:Reports 'to;

Supervises the:

Division Chairs the:

Member of:

Job Function:

Job Title:

Appointed by:

Reports to:

Supervises the:

Chairs the:

Appointed by;Reports to;

Supervises the:

Member of:

Job Functions;

Appointed by:Reports to'

Supervises the:

Member of:

Job Functions;

Refe~ to the Article 4 on paIie 22 of the University Code

Vice President for Admin'stration and FinancePresident

Administrative Council

Refer to Article 21 on page "5 of the University Code

President

Colleges and Campuses, 8" Cumcular, Instructional

Administrative Council, Ace lemic Council

Refer to Article 20 on pago .'5 of the University Code

Vice President for Resear".'i, Development, Extension, andProduction

Research, Extension, and Production Services, Non- FormalEducation, Training, and 'In~ ~me-Generating Units and Activities.

Administrative Council

Refer to Article 22 on pago,'6 of the Llniversity Code

Operations of the Campus

Administrative Council, Ac' 'emic Counal

Refer to Article 23 on page '7 of the University Code

Campus Director

College

Administrative Council, Ac~~ iemic Council

Refer to Article 24 on pag 7 of the University Code

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d. List of qualified app':cants with their requirements is submitted tothe Personnel Selection Board PSB! for panel interview andevaluation.

e, Referral to the Tc-ling Unit for the administration of aptitudeexaminations.

f. Submission of the .'creening and ranking result to the Presidentfor final interview a' ' selection.

g. Preparation of app ointment papers using the prescribed CSCforms,

h. Submission of ~'i proved appointment papers and otherrequirements to thc:SC for validation.

The University of Rizal Sv iem is implementing the approved IndividualPerformance Commitmei ', and Review IPCR! in the process ofmanaging the perforrnanc' and competence of employees to ensure thatstandard and targets are r et.

The Head of Human Reso ce Management Office HRMO! is a memberof the Performance Mani-lement Team PMT! for both teaching andnon-teaching personnel.

Human Resource Manage � ent Office is in charge of the safe keeping ofthe submitted Individual <' i-formance Commitment and Review IPCR!targets and accomplishm"'-i of the employees, which will be turned overto the Performance Manac-ment Team PMT! for calibration.

4,7.1.1.3 Promotion

Promotion in the Univers~ ' is based on the Merit and Promotion Plan MPP! for the Non-teach»ng Personnel and Individual PerformanceCommitment and Review "PCR! for Faculty and Academic Staff,

The following activities: re conducted by the Human ResourceManagement Office HRli ' '! for the promotion process in the University.

a. Preparation of notir for vacant positions for promotion.

b, Identification of poi~ itial candidates for the position.

c. Submission of the i' ' of qualified applicants and the requirementsto the Personnel: 'ection Board PSB! for panel interview andevaluation.

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4.7.1.2.1 Construction of New Bii~'!ings and Facilities

a. Preparation af paper works 'or alf infrastructural projects of the Universitysuch as project proposais, i ogram of work, project estimates, plans, lay-outs/blue prints, terms of rc''rence, etc.

b. Attendance to bidding of pr~ .cts;

c. Conduct of technical meetii i with the contractor;

d. Ocular inspection of the pr~,".ct and checking of conformance to the set ofstandards and specification

e. Checking af contractor's n "nthly billing and preparation of contractor'saccomplishment report pri~ 'o payment; and

f. Conduct of punch listing fi~ ~ to the turn-over of the finished project andrelease of retention fee.

4.7.1.2.2 Repair/Maintenance of i: ting Build'ngs and Facilities

a. Inspection of' existing bi ~ 'ing and facilities that require repairs orma ntenance;

b. Preparation af Annual P'" -urement Plan for the needed resources material and manpower!: i the repair and maintenance af existingbuilding and facilities;

c. Preparation of Purchase R~:uest/Program of Work for the needed repairand maintenance;

d. Receiving/Storing of requr ed materials, tools or equipment needed inthe repair;

e. Assignment of manpower/n 'erials needed in the repair and maintenancef. Ocular inspection of the Iin' .ed repair; and

g, Provision of preventive ma;nanre.

4,7.1,3 Operational Environment

nsures that our schoot buildings, offices,v with relevant health and safety regulations,

and Development Unit director conductse that appropriate standards are met andmmitted to providing:

The University of Rizal Systemwarehouses and stockrooms ron";

The University Physical Facilil"regular compliance audits to eimaintained. Top management i.'.

a, A workplace that is safe ti rath employees and customers including allequipmen'I and methods ni ark;

b. Provision of training, i' iiction, information and supervision forernplayees;

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4.7.1.4.3 Monitoring and ~ .asurement process

4.7.1.5 Organizational Ki "ledge

University of Rizal Syste. determines the knowledge necessary for theoperation af its proces.- and to achieve conformity of products andservices, This knawledcl~ ~all be maintained and be made available tathe extent necessary

When addressing chan i:I needs and trends, the organization shallconsider its current knov"' -ige and determine how to acquire or accessany necessary additionai owledge and required updates

Qrganizational knowledci' -, specific to the organization; it is generallygained by experience. II ~- formation that is used and shared to achievethe organization's ablec:i'

an be based an;

4.7.2 Competence

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University af Rizal Sv'measurement and monii

attaining quality and pcn 'Methods include classc

progress monitoring,

Organizational knawledri�

internal saurces e 'experience; lesson;.capturing and shaci.the results of imprn~ '

b! External sauce:esgathering knnwleclci

University of Rizal Sysiperson s! doing work un 'effectiveness of the qii, 'these persons are c;ornatraining, or experic.nce.to acquire the necessar~,

the actions taken. II alsn

evidence of competence

m applies appropriate methods for theng of processes to ensure sustainabiiity intivity in instruction, research and extension.i observation, teaching effectiveness, and

itellectual property; knowledge gained from~rned from failures and successful projects;undocumented knowledge and experience;ients in processes, products and services!;

.g. standards; academia; conferences;nm customers or external providers!.

determines the necessary competence ofils control that affects the perfarmance andmanagement system. URS ensures that

".nt on the basis of appropriate education,ere applicable, the University takes actionsnpetence, and evaluate the effectiveness of

ains appropriate documented information asall empl'oyees.

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4.7.4.2 External Ca imunication

t When With Whi m How

i Customa"

Miha

' Product Information I Inquiry Stage

fInquiry' Inquiry/Order/Amendments

I Review

Website/Email/Letter Partner

t Email/Letter/Customa~ ' ,Partner

ral

ive Feedback' Partneri Customer Feedback I After Service

to Customer

! AfterI, Partner

Actions Taken after

Customer Complaints , Reviewing Customei' Complaints

r/Oral

4.7.5 Documented Informatic ~

4.7.5.1 Documented ai- i controlled information camprising the QMSincludes:

a! Documented stai "ments of the Quality Policy and QualityObjectives

The documentecl Scope of the QMS and justifIcation of anyexclusions

b!

This Quality Mani -I

Documented proc.' lures relevant to the QMS

All documented nformation needed to ensure the effectiveplanning, operatini and control of the internal and external QMSprocesses

ReCOrdS requireCl hy ISO 9DG1 aS being daCumented infOrmatianneeded to be rel~ ~ed by the University of Rizal system for thepurpose of proviclii g evidence of result achieved

C!

d!

e!

4.7.5.2 Controlled doc" "iented information of Quality Planning caninclude:

Product, Equipmc: ' and Process Control documentationProcedures

c!

d!

e!

f!

Quality System D~ ".umentation

Quality Records i~ 'iardcopy or any kind of electronic format

Documents cont~i "ng QMS relevant internal communications

Any other kind ~ Quality P'lan, Risk Plan, Quality Manual,Strategic Plan, R~" ards, and Forms,

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4.8 Operation

Llniversity of Rizal System plans nntrols and imp'lements the processes neededto meet the requirements for '~e provision of products and services, ltimplements necessary actions ~ identifying risks and opportun ties related toplanning maintained in operation i planning control.

Such planning cons ders the nforrnation related to the context of theorganization, current re-.ources ~'d capabilities, as well as product and servicerequirements.

Changes to operational proces. s are done in accordance with the ChangeRequest Form,

4,8.2.1 Customer Commuriic.~ tion

Customers are comrnunicah.d regarding product and services informationverbally, through letter, by n' '~ne, Fax, and email. Customer complaints arelooked into and corrective m ~ons will be taken and will be communicated.

The University irnplemeni." and maintains effective communication withcustomers in relation to:

Providing infnrmatioi~ ".lating to products and serviices',

Handling inquiries, c"'iracts and orders, which includes changes;Gather customer fe' ack relating to products and services, whichincludes cusinmer c- «laints;

d, Pi.oper handling or c~ 'rolling of customer property; ande. Specific reqiiiremeni- 'etermined for contingency actions.

4,8.2.2 Determining the Roc 'rements Related to the Products

Product requirements incl»" g the delivery of activities are defined to meetacademic, professional ar â¬�.ociety's expectations through the approvedcurricula and syllahi in ace~. ance to CHED requirements.Refer to:

URS-ACAD � Admission i CollegeURS-ACAD - Admission r "~cess

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4.8.1 Operational Planning an "i Control

4.8.2 Requirements for Produc'.s and Services

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UIRS also ensures that in designing and developing the curriculum plan,appropriate instruction male ials match the Instruction requirements andthat all relevant legisiatio»s are observed, All these for the benefit ofstudents and other customers.

4.8.3.3 Design and Develr~pment Input

Inputs are identified by UF,'S in designing the curricula which includes butare not limited to the follow bing;

Pre-requisites of cni "ses

Required conipete»'e for the teachers

Certification, licenses or other occupational requirementsRequired Facilities»» I Equipment

Applicable statutory and regulatory requirements

4.8,3.4 Design anrl Devel "p: ient Verification

'In accordance will-i lhe dc ' n plan, University of Rizal System performs adesign and developmen erification to ensure that the design anddevelopment outpi il s .--Ii-.fy the design and development inputrequirements. Rer" ~ls n' "-. results of the verification and any necessaryaction are maintained thrn inh testing and customer feedback.

4,8.3.5 Design anrl Develnni»ent Validation

In accordance wiih the i'esign plan and prior to the delivery orimplementation of F»n nror' i ', University of Rizal System performs a designand development validatin ~ in ensure that the resulting product is capableof meeting the reqi' i .men'. 'nr the specified application or intended use,

It is nnt practical lhougl 'n undertake full validation before delivery,validation of the desiqn or rie.elopment outputs are undertaken to maximumextent necessary.

URS dnciiments ti-- esi>i'= -I the validation and of any necessary actionsand maintains reci '. ii» ': irdance with the cnntrnl of recnrds.

4.8.3.6 Design and ievel» " ent Outputs

The outputs of desi.ln and ".velopment are provided in a form suitable forverification against lhe de., ~ and/or development inputs and are approvedprior to release. Th' »i itni ~ »f design and development will meet the design

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4.8.4.2 Types and FH»nt of Control

University of Rizal System ensures that externally provided processes andservices are controlled to the aspect that they do not adversely affect theability to consistently delivei conforming products and services to customerrequirements. URS shall:

a, Ensure that externa iv pravided processes remain with the control ofthe QMS,

b. Define the ca»trois that it will apply to an external provider and thoseit intends to a»ply ta lhe resulting product or service,

c. Take into cor irleralions:

c.1 The poi-»tial impact of the externally provided processes,products ~»d services on the ability to consistently meetcustomei and any applicable statutory and regulatoryrequirer»ents,

c.2 The effectiv» .ss of the controls appl ed by the externalprovider, »d

d. Determine th~ ~clarification or other activities necessary to ensure thatthe externally i avicled processes, products and services meet therequirements

4.8.4,3 Information I ~i Exte~ nal Providers

URS ensures the»'"au."cy of requirements prier to communicating toexternal providers. ' iRS shall communicate to external providers itsrequirements for;

The process» . nrnd icts and services provided,The approval .-i

b.1 Product. »» I ..-.ivices

b.2 Methods, niaccsses and equipment

b,3 The rele nf »ioducts and services,

c. Competence, " iirl».g any required qualification of persons,d. The external i" -:id»~ s' interactions with URS,

e, Control and r ' ~'n "»g of the external providers' performance ta beapplied by th' '»;..' . ation, and

f. Verification r validation activities that the organization, or itscustomer, int " ' t »erform at the external providers' premises.

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4.8.5.5 Post-Delivc 'es

As applicable, UR' ~c" the requirements for post-delivery activitiesassociated with the i' "-'u''=. and services. ln determiining the extent of thepost-delivery activiti -,, UF-'S considers the following.

a. Statutory and rr iIiilai~jp requirementsb. Any potential u ~ riesii-d consequences associated with products and

seivlces

c, Nature, use an~i i"'e» '"d lifetime of products and servicesd. Customer requI "» "i"-.

e. Customer feedI

4.8.5,6 Control of CIiangic.=

URS reviews and 'I ' -. both planned and unplanned changes toprocesses to tlhe ex' "' t '-essary to ensure continuing conformity with allrequirements. Proc" - - ' nge management is defined in the documentChange Request.

URS ensures the release ' n: rluct to the customer shall not proceed until theplanned arrangements I ' ". I".en satisfactorily completed, unless otherwiseapproved by the relevai ' ii' iity and, where applicabl,e, by the customer.Product and service ac '. are verified at various stages to ensure allrequirements have been '

LIRS maintains the doci '-t I information on the release of products andservices. The documenl ' "»'r iation includes:

a, Evidence of conforrri '

b. Traceability to the pIhe acceptance criteria

authorizing the release

Systematic approach foj -r ting and testing at all stages, incoming, inprocess, and final are dei»' '.-.I'"'Ied to ensure that the product/service meet thequality requirements of tlat . =' ~er.

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b. Handling

c. Packaging

d. Storage

e, Protection

4.8.6 Release of Produc' = ~"' Services

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a. Conformity of r ~o'.-. and servicesb. The degree of ~ i..'o- ".i satisfaction

c. The performance "~' "..ffectiveness of the QMS

d. If planning has i "'t:plernented effectivelye. The effectivene.-.'- "' '-tions taken to address ~isks and opportunitiesf. The performan: ' 'ornal providersg. The opportuniti'.. "~ iprovement to the QMS

4.9.2 Internal Audit

URS conducts internal aii " ' .Ianned intervals to determine whether the QMSconforms to the require' : 'of ISQ 9001:2015 and has been effectivelyimplemented and mainta" "

URS plans the audit pro ' 'dually, taking into consideration the status andimportance of the activil~".- ~- areas to be audited as well as the results ot'previous audits. Audit.- ..'nducted by personnel other than those whoperform the activity beioli

The audit program define i owing:

a. Criteria

b. Scope

c. Frequencyd. Methods

The Management respoi '. - ihe audited area shall ensure actions are takento eliminate deficiencies ' endue delay. Follow up activities shall includeverification of the action;. ' ".norting of verification results.

4.9.3 Management Revi'

4.9.3,1 General

31

e. Responsibilities

f. Planning

g. Reporting Results

h Maintaining Recoi

The President anrl

System's qua lityfrequently if needoeffectiveness. Themaintaining records

~agement team review the University of Rizal-ent system on an annual basis, or more

"sure its continuing suitability, adequacy andManagement System-Chair is responsible for

'-.management reviews.

d ocument Type:QUALITY MANUAL

URS-OP-IS-

ISC-I QM-2017-

Document

Code:ISO 9001:2015

4,'I 0.1 Improvement

4.10.2 General

The Quality Management System of URS shall continue to improve throughregular monitoring of the Quality Objectives, management review meetings,internal quality audits, analysis of data and corrective and preventive actions.

4.10.3 Non-Conformity and Corrective Action

URS ensures any product or service that does not conform to requirements isidentified and controlled to preclude unintended use and/or delivery to thecustomer. The controis, and related responsibilities and authorities fordisposition of nonconforming products or service are defined and documented.

The ISO Management Chairperson is responsible for managing the CorrectiveAction Program, URS has a defined documented procedure for reducing and/oreliminating the cause of nonconformities in order to prevent recurrence. Shouldthe corrective action is not achieved in a manner deemed timely by the QMSManagement Chairperson, it will be elevated to the URS top management forresolution.

4.10.4 Continual Improvement

URS is committed to continually improve the effectiveness of the organization'sQuality Management System. The primary means for evaluating the QualityManagement System is through periodic Internal Audits, continual evaluation ofour Quality Policy and Objectives, data analysis, and regular managementreview, It is the responsibility of URS Top Management, Directors, anddepartment heads to collect, record, and report information relevant to thesuitability and effectiveness of the QMS. The records and metrics from the basisfor evaluating the effectiveness of the QMS, with a particular emphasis forassessing the Customer Satistaction. it is URS's policy to continually improvethe QMS to achieve greater Customer Satisfaction.