Document Code Quality Objectives and Targets Revision No. Client'S Complaint Handling Effective Date: Page No

Document Code
QUALITY OBJECTIVES AND TARGETS Revision No.

Effective Date:
CLIENT'S COMPLAINT HANDLING
Page No.
REGIONAL OFFICE: DIVISION: ADMINISTRATIVE SERVICES DIVISION
PLAN ON HOW TO ACHIEVE THE OBJECTIVE (5)

NEEDED
RELEVANT ACTIVITY RESPONSIBLE TIMEFRAME
QUALITY TARGET FORMULA, if RESOURCE METHOD TO
PROCEDURE MONITOR /
OBJECTIVE (1) (2) any (3)
(4) (Budget, EVALUATE
(What to Do to Achieve the (For the Activity and RESULTS
equipment, skills, (Start – End Dates)
Objective) Evaluation of Results)
etc. required)
Timely response to 100% No. of Clients Acceptance of None Designated within 3 working Actual
complaints within 3 ccompliants Compliants complaints frontline officer days after complaints
working days after responded Handling receipt of responded to
receipt within complaints/
timeframe / query
total no. of
complaints
received
Timely resolution to 100% No. of Assign specific person None Within 5 working Actual
complaints within 5 compliants to handle days complaints
working days upon resolved within resolved
receipt timeframe / no.
of complaints
received
Prepared by: Approved by:

Chief, Administrative Services Division Regional Director
RO-QOT-01
00
03-Sep-18
Page 1 of 1
ION
FORM
WHEN TO
MONITOR,
EVALUATE
RESULTS (Record of
monitoring)
Monthly Complaint
Form Logbook
Monthly Complaint
Form Logbook
Document Code
CONDUCT OF INSPECTION AND AUDIT OF PHILIPPINE NATIONAL POLICE (PNP) Effective Date:
OFFICES/STATIONS/UNITS Page No.
REGIONAL OFFICE: DIVISION: TECHNICAL SERVICES DIVISION

NEEDED
QUALITY FORMULA, if RESOURCE METHOD TO
TARGET (2) PROCEDURE MONITOR /
OBJECTIVE (1) any (3)
(4) (What to Do to (Budget, EVALUATE
(For the Activity and RESULTS
Achieve the equipment, skills, (Start – End Dates)
Evaluation of Results)
Objective) etc. required)
Effective conduct of 100% of Total number of Conduct of 1. Pre- Budget Regional Every Quarter a. Compliance
Inspection and Audit scheduled police offices/ Inspection and inspection Supplies Inspection Team to Human
Units / stations/units Audit of coordination Equipment Resource and
Offices for complying/ Philippine with PNP/LCEs Logistics
inspection actual number National Police Management
of units/offices (PNP) Offices/ b.
PURPOSE: To ensure inspected and Stations/Units 2. Production/ Manual on
effective compliance audited Reproduction of Inspection and
of PNP units/offices to Instruments/ Audit
NAPOLCOM policies Forms (HMR/ c. RAIAP d.
and standards ILS) OPB e.
Monthly Report
50% of the 3. Conduct of

Target Pre Departure
Universe for Brieifing
the current
NOTE: To achieve the year 4. Conduct of
50% target universe Entrance
spread over one year, Briefing
each scheduled
number of units /
offices scheduled for
inspection / audit must
be accomplished.
50% target universe
spread over one year,
each scheduled
number of units / 5. Conduct of
offices scheduled for Inspection
inspection / audit must Proper
be accomplished.
6. Preparation
of Initial
findings and
observations
Document Code
CONDUCT OF INSPECTION AND AUDIT OF PHILIPPINE NATIONAL POLICE (PNP) Effective Date:
OFFICES/STATIONS/UNITS Page No.
NEEDED
7. Conduct of
Exit Briefing
8. Preparation
of the
Inspection and
Management
Audit Report

Chief, Technical Services Division Regional Director
RO-QOT-02
00
03-Sep-18
Page 1 of 2
E (5)
FORM
WHEN TO
MONITOR,
EVALUATE
RESULTS (Record of
monitoring)
3-5 days after Inspection

submission of Reports
reports Consildated
Reports
RO-QOT-02
00
03-Sep-18
Page 2 of 2
E (5)
FORM
WHEN TO
MONITOR,
EVALUATE
RESULTS (Record of
monitoring)
Document Code
MONITORING OF NAPOLCOM PROGRAMS AND PROJECTS RELATIVE TO LAW Effective Date:
ENFORCEMENT Page No.

NEEDED
(4) (What to Do to (Budget, (For the Activity and EVALUATE
Achieve the equipment, skills, Evaluation of (Start – End Dates) RESULTS
Objective) etc. required) Results)
Effective and timely 50% of the Number of Monitoring of 1. Pre- Budget Regional Every Quarter Monitoring
conduct of law total number of monitoring and NAPOLCOM monitoring Supplies Monitoring Team Logsheet for
enforcement police evaluation on Programs and coordination Equipment Law
program stations/units/p law Projects with PNP Enforcement
rovince enforcement Relative to Law Program
program Enforcement
conducted / 2. Production/
over number of Reproduction of
police units Monitoring
monitored Instruments/
Forms
3. Orientation
of the
Monitoring
Team

RO-QOT-03
00
03-Sep-18
Page 1 of 1
E (5)
FORM
WHEN TO
MONITOR,
EVALUATE
RESULTS (Record of
monitoring)
Every end of Monitoring

quarter Forms
Document Code
Effective Date:
IMPLEMENTATION OF PERFORMANCE MANAGEMENT SYSTEM
Page No.

NEEDED
PROCEDURE MONITOR /
(4) (Budget, (For the Activity and EVALUATE
(What to Do to Achieve the RESULTS
equipment, skills, Evaluation of (Start – End Dates)
Objective)
etc. required) Results)
Ensure efficient and 100% (No. of Performance Conduct Performance - Computer Division Chiefs, At the end of By using the
timely administration employees Evaluation Monitoring and - Supplies Section Chiefs every month Performance
of Performance evaluated/ No. System Coaching Monitoring and
Evaluation System of expected Coaching Form
employees to (Form 5 & 6 of
be evaluated) X NSPMS)
100

RO-QOT-04
00
03-Sep-18
Page 1 of 1
SION
FORM
WHEN TO
MONITOR,
EVALUATE
RESULTS (Record of
monitoring)
Weekly Performance
Monitoring and
Coaching
Form (NSPMS
Forms 5 & 6)
Document Code
PROCUREMENT OF GOODS AND SERVICES THRU ALTERNATIVE MODES OF Effective Date:
PROCUREMENT Page No.

NEEDED
PROCEDURE MONITOR /
(What to Do to Achieve the (For the Activity and RESULTS
etc. required)
To ensure timely 100% of Actual procured Procurement of Prepare procurement Budget Supply Officer/ Upon receipt of Inspection/ final
procurement (of requested materials/ Goods and documents for each BAC request acceptance of
those that qualify supplies/ supplies/ Services Thru procurement request goods and
through shopping) equipment equipment Alternative inventory
in the APP (procured Modes of
qualifying through Procurement
under shopping) / total
shopping items for
purchase

RO-QOT-05
00
03-Sep-18
Page 1 of 1
ION
FORM
WHEN TO
MONITOR,
EVALUATE
RESULTS (Record of
monitoring)
a. Upon Purchase
delivery of Order
goods and
inventory
b. Monthly
Document Code
Effective Date:
PREVENTIVE MAINTENANCE OF EQUIPMENT, BUILDINGS, FACILITIES AND VEHICLES
Page No.

NEEDED
QUALITY RELEVANT ACTIVITY RESPONSIBLE TIMEFRAME
TARGET FORMULA, if RESOURCE METHOD TO
OBJECTIVE PROCEDURE MONITOR /
(2) any (3)
(1) (4) (Budget, EVALUATE
(What to Do to Achieve (For the Activity and RESULTS
the Objective) Evaluation of Results)
etc. required)
To ensure efficient 100% (No. of Actual Preventive Prepare quarterly Skilled General Service Within each Monitoring
and effective Maintenance Maintenance of schedule of personnel Section quarter of the logbook or
maintenance of undertaken / Equipment, maintenance of year logsheet
equipment, No. of Buildings, equipment, buildings,
buildings, facilities proposed Facilities and facilities and vehicles
and vehicles Maintenance) Vehicles
X 100

RO-QOT-6
00
03-Sep-18
Page 1 of 1
FORM
WHEN TO
MONITOR,
EVALUATE
RESULTS (Record of
monitoring)
Every end of Monitoring

the logbook or
month logsheet
Document Code
CORRECTIVE MAINTENANCE OF EQUIPMENT, BUILDINGS, FACILITIES AND Effective Date:
VEHICLES Page No.

NEEDED
PROCEDURE MONITOR /
To effectively repair 100% within No. of repairs Corrective Maintain list of - Budget Assigned GSS As need arises Monitoring
on time the reported committed made within Maintenance of accredited - Skilled personnel Logsheet
defects of dates committed Equipment, service Personnel
equipment, buildings, dates/ No. of Buildings, providers
facilities and vehicles requests for Facilities and
repairs Vehicles
received) X 100

RO-QOT-07
00
03-Sep-18
Page 1 of 1
ION
(5)
FORM
WHEN TO
MONITOR,
EVALUATE
RESULTS (Record of
monitoring)
After the end of a. Monitoring

warranty period Logsheet b.
Service Report
Document Code
Effective Date:
DISPOSAL OF DOCUMENTED INFORMATION
Page No.

NEEDED
PROCEDURE MONITOR /
Effective / compliant 100% No. volume or Disposal of Regular None General Service Within the 1st Actual
disposal of valueless quantity of Documented inventory of Section week of the inventory of
or damaged approved Information valueless and ensuing month valueless and
documented disposal of damaged damaged
information valueless and documented documented
demaged information information
documented
information /
Total volume or
qunatity of
valueless or
damaged
documented
information

RO-QOT-08
00
03-Sep-18
Page 1 of 1
SION
E (5)
FORM
WHEN TO
MONITOR,
EVALUATE
RESULTS (Record of
monitoring)
Monthly GSS Logbook

Document Code
Effective Date:
EVALUATION AND APPROVAL OF SCHOLARSHIP APPLICATIONS
Page No.

NEEDED
PROCEDURE MONITOR /
Processing of 100% No. of claims Evaluation and 1. Verify the Budget RD, FCE and TSD 5 days List of Scholars
scholarship claims processed on Approval of authenticity of Supplies Chief
within 5 days from time with no Scholarship documentary Equipment
receipt with no error error / total Applications requirement to
(Note: The above claims received (Initial) facilitate
objectives apply to processing
both new and for
renewal scholarships 2. Orient Logsheet
beneficiaries/
scholars
regarding the
scholarship
program
(Renewal) 3. Authorize Monthy Report

alternate
signatory to
facilitate
processing
Document Code
Effective Date:
EVALUATION AND APPROVAL OF SCHOLARSHIP APPLICATIONS
Page No.

NEEDED
PROCEDURE MONITOR /

RO-QOT-09
00
03-Sep-18
Page 1 of 1
(5)
FORM
WHEN TO
MONITOR,
EVALUATE
RESULTS (Record of
monitoring)
Logsheet
Monthly
Reports
Document Code
PREVENTIVE MAINTENANCE OF INFORMATION AND COMMUNICATIONS Effective Date:
TECHNOLOGY (ICT) RESOURCES Page No.

NEEDED
(2) any (3)
(1) (4) (Budget, (For the Activity and EVALUATE
(What to Do to Achieve RESULTS
the Objective)
To ensure timely, 100% No. of Preventive identify and Skilled ICT GSS personnel Within 1hour Logsheet
efficient and preventive Maintenance of designate available personnel after receipt of
effective maintenance Information and experts to perform advice or
maintenance of conducted/ No Communications preventive information
existing ICT of request for Technology (ICT) maintenance
preventive Resources
maintenance

RO-QOT-10
00
03-Sep-18
Page 1 of 1
FORM
WHEN TO
MONITOR,
EVALUATE
RESULTS (Record of
monitoring)
Monthly Logsheet
Document Code
CORRECTIVE MAINTENANCE OF INFORMATION AND COMMUNICATIONS Effective Date:
TECHNOLOGY (ICT) RESOURCES Page No.

NEEDED
PROCEDURE MONITOR /
(What to Do to Achieve RESULTS
the Objective)
To ensure timely, Timely: No. of request Corrective Identify and Personnel General Service response within Logbook
efficient and 100% on for repair acted Maintenance of designate available knowledgeable Section 30 minutes after
effective repair and time upon / No. of Information and IT experts/skilled in ICT personnel receipt of advice
maintenance of requested Communications personnel in the equipment
existing ICT Effective: repair of ICT Technology (ICT) office to perform the repair and
equipment within Zero equipment / Resoruces initial assessment maintenance
scheduled rework 100% and/or repair and
completion as per within 7 maintenance of the
advice of ICT calendar ICT equipment
days
Efficient: Maintain list of

Zero accredited
excess manitenance
materials provider
procured

RO-QOT-11
00
03-Sep-18
Page 1 of 1
FORM
WHEN TO
MONITOR,
EVALUATE
RESULTS (Record of
monitoring)
Within the 5th Logbook of

day of ensuing ICT
month Equipment
repaired
Document Code
Effective Date:
SUPPLIER'S PERFORMANCE EVALUATION
Page No.

NEEDED
PROCEDURE MONITOR /
(What to Do to Achieve (For the Activity and RESULTS
the Objective) Evaluation of Results)
etc. required)
Complete evaluation 100% No. suppliers Preventive Maintain a list of None Supply Officer Within the 1st Actual suppliers
of supplier actually Maintenance of approved suppliers General Service week of the evaluated
performance at the evaluated / ICT Resources as basis of the Section personnel ensuing
end of the calendar Total number of evaluation HRMD calendar year
year suppliers
engaged for
the period x
100

RO-QOT-12
00
03-Sep-18
Page 1 of 1
FORM
WHEN TO
MONITOR,
EVALUATE
RESULTS (Record of
monitoring)
Monthly Supplier's
Performance
Evaluation
Form
Document Code
RECRUITMENT, SELECTION AND PROMOTION IN THE FIRST AND SECOND LEVEL CAREER Effective Date:
POSITIONS Page No.

NEEDED
QUALITY FORMULA, if RESOURCE
TARGET (2) PROCEDURE
(4) (Budget,
(What to Do to Achieve the (For the Activity and
etc. required)
Timely and accurate Timeliness: Number of Recruitment, 1. Conduct meeting to Budget HR 90 days after
recruitment, selection 95% of vacancies posted Selection and agree among the HR, Supplies receipt of
and promotion of vacancies filled up within 90 Promotion in the HRMPSB, ORD on application
personnel posted is filled days calendar First and Second the allocation of days
up within 90 days/ Total Level Career
calendar days number of Positions (SG 3-
vacancies posted 22)
x 100
Recruitment, 2. Monitor the HR HRMPSB Monthly

Selection and allocated days for ORD
Promotion in the each unit
Second Level
To ensure timely and 100% of Number of Career Positions 1. Review thoroughly HR As necessary
accurate conduct of appointed competent (SG 23-24) the Qualification
recruitment, selection personnel is personnel (within Standard vs the
and promotion competent QS) appointed/ qualification of the
process of aplicants (within the Total number of applicants
established personnel
Qualification appointed x 100
Standards)
established personnel
Qualification appointed x 100
Standards)
2. Provide feedback to HR
HRMPSB on the
result of the review

Code RO-QOT-13 - 14
o. 00
ate: 03-Sep-18
Page 1 of 1
SERVICES DIVISION
E OBJECTIVE (5)
FORM
METHOD TO WHEN TO
MONITOR / MONITOR,
EVALUATE EVALUATE
RESULTS RESULTS (Record of
monitoring)
Logbook First 3 working Monitoring

Logsheet days after the Logsheet
90th day
Assessment Assessment
Report/Form Report/Form
onal Director
Document Code
Effective Date:
PROCESSING OF PAYMENT OF POLICE BENEFIT CLAIMS (BUDGET TO CASHIERING)
Page No.

NEEDED
PROCEDURE MONITOR /
Objective)
Timely processing of 100% No. of benefits Processing of 1. Evaluation on the Office supplies FCE January to Monitoring
benefits claim within claims Payment of completeness and and materials December Loghseet
20 days from receipt processed on Police Benefit authenticity of the
of complete time with no Claims (Budget documents submited
application and error / total to Cashiering) together with the claim
documents number of folder filed/submitted
benefits claims by the claimant
Accurate processing Zero error 2. Conduct

of benefits claim investigation on the
compensability of the
claim
3. Draft an
adjudication/ resolution
4. Review, revision, if
any, if none, attest
6. Forward to Budget Budget and
and Accounting Accounting
Section for request of personnel
funding
Procedure Code:
QUALITY OBJECTIVES AND TARGETS Revision Code:
Effective Date:
PROCESSING OF PAYMENT OF POLICE BENEFIT CLAIMS (BUDGET TO CASHIERING)
Page No.
NEEDED
PROCEDURE MONITOR /
Objective)
7. Write a letter to
claimant informing
him/her of the approval
of the claim and attach
the adjudication

RO-QOT-15
00
03-Sep-18
Page 1 of 2
SION
FORM
WHEN TO
MONITOR,
EVALUATE
RESULTS (Record of
monitoring)
Monthly Monitoring
Quarterly Logsheet
RO-QOT-15
00
03-Sep-18
Page 2 of 2
)
FORM
WHEN TO
MONITOR,
EVALUATE
RESULTS (Record of
monitoring)
Document Code
Effective Date:
AUTHENTICATION OF POLICE ELIGIBILITY DOCUMENTS
Page No.

NEEDED
(2) any (3)
(1) (4) (Budget, (For the Activity and EVALUATE
Objective)
To ensure release 100% (No. of released Authentication Designate responsible -Supplies HRMD Within 1 hour a. Monitoring
of authenticated Authenticated of copy of personnel as upon receipt of Logsheet b.
copy of Report of copy of Report Report of signatories and request Authenticated
Rating within 1 hour of Rating on- Rating alternate for Report of Rating
upon receipt of time/ total no. of authentication of
request received Report of Rating.
request for
authentication)
X 100

RO-QOT-16
00
03-Sep-18
Page 1 of 1
FORM
WHEN TO
MONITOR,
EVALUATE
RESULTS (Record of
monitoring)
Within the first Logsheet for

three (3) Authenticated
working days of Report of
the ensuing Rating
month

Document Code Quality Objectives and Targets Revision No. Client'S Complaint Handling Effective Date: Page No

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Document Code Quality Objectives and Targets Revision No. Client'S Complaint Handling Effective Date: Page No

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Document Code

QUALITY OBJECTIVES AND TARGETS Revision No.

REGIONAL OFFICE: DIVISION: ADMINISTRATIVE SERVICES DIVISION

PLAN ON HOW TO ACHIEVE THE OBJECTIVE (5)

Prepared by: Approved by:

REGIONAL OFFICE: DIVISION: TECHNICAL SERVICES DIVISION

PLAN ON HOW TO ACHIEVE THE OBJECTIVE (5)

50% of the 3. Conduct of

Prepared by: Approved by:

3-5 days after Inspection

REGIONAL OFFICE: DIVISION: TECHNICAL SERVICES DIVISION

PLAN ON HOW TO ACHIEVE THE OBJECTIVE (5)

Prepared by: Approved by:

Every end of Monitoring

REGIONAL OFFICE: DIVISION: ADMINISTRATIVE SERVICES DIVISION

PLAN ON HOW TO ACHIEVE THE OBJECTIVE (5)

Prepared by: Approved by:

REGIONAL OFFICE: DIVISION: ADMINISTRATIVE SERVICES DIVISION

PLAN ON HOW TO ACHIEVE THE OBJECTIVE (5)

Prepared by: Approved by:

REGIONAL OFFICE: DIVISION: ADMINISTRATIVE SERVICES DIVISION

PLAN ON HOW TO ACHIEVE THE OBJECTIVE (5)

Prepared by: Approved by:

Every end of Monitoring

REGIONAL OFFICE: DIVISION: ADMINISTRATIVE SERVICES DIVISION

PLAN ON HOW TO ACHIEVE THE OBJECTIVE (5)

Prepared by: Approved by:

After the end of a. Monitoring

REGIONAL OFFICE: DIVISION: ADMINISTRATIVE SERVICES DIVISION

PLAN ON HOW TO ACHIEVE THE OBJECTIVE (5)

Prepared by: Approved by:

Monthly GSS Logbook

REGIONAL OFFICE: DIVISION: TECHNICAL SERVICES DIVISION

PLAN ON HOW TO ACHIEVE THE OBJECTIVE (5)

(Renewal) 3. Authorize Monthy Report

REGIONAL OFFICE: DIVISION: TECHNICAL SERVICES DIVISION

PLAN ON HOW TO ACHIEVE THE OBJECTIVE (5)

Prepared by: Approved by:

REGIONAL OFFICE: DIVISION: ADMINISTRATIVE SERVICES DIVISION

PLAN ON HOW TO ACHIEVE THE OBJECTIVE (5)

Prepared by: Approved by:

REGIONAL OFFICE: DIVISION: ADMINISTRATIVE SERVICES DIVISION

PLAN ON HOW TO ACHIEVE THE OBJECTIVE (5)

Efficient: Maintain list of

Prepared by: Approved by:

Within the 5th Logbook of

REGIONAL OFFICE: DIVISION: ADMINISTRATIVE SERVICES DIVISION

PLAN ON HOW TO ACHIEVE THE OBJECTIVE (5)

Prepared by: Approved by:

REGIONAL OFFICE: DIVISION: ADMINISTRATIVE SERVICES DIVISION

PLAN ON HOW TO ACHIEVE THE OBJECTIVE (5)

Recruitment, 2. Monitor the HR HRMPSB Monthly

Prepared by: Approved by:

Logbook First 3 working Monitoring

REGIONAL OFFICE: DIVISION: ADMINISTRATIVE SERVICES DIVISION

PLAN ON HOW TO ACHIEVE THE OBJECTIVE (5)

Accurate processing Zero error 2. Conduct

Prepared by: Approved by:

REGIONAL OFFICE: DIVISION: ADMINISTRATIVE SERVICES DIVISION

PLAN ON HOW TO ACHIEVE THE OBJECTIVE (5)

Prepared by: Approved by:

Within the first Logsheet for