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    9 views9 pages

    CAR-Graduate School - Done

    Uploaded by

    Fel Royce Loberiano

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    © All Rights Reserved
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    wim SAMAR STATE UNIVERSITY ‘hay nagenet (o Arteche Bivd., Catbalogan City, Philippines 6700 CORRECTIVE ACTION REPORT (CAR) 004 CAR NO. ISSUE DATE] Feb. 22. 2022 Non-Conformance Category: 7] Corrective eS Office of the Director| Quality Assurance SSU-ODQUAFR010 15-FEB.2022 Rev. 07 Unit: Graduate School |. Details: Non-conformity issue as a result of: [Substandard Material or Product Unmet Goals/Objectives | [clientele Complaints Raised Service Non-Conformance j [__Jinternal Quality Audit Results LY |Clientele Satisfaction Survey Others: 2 Non-conformity Statement! Complaints Date Posted: January 24, 2022 Detected by: DR. RODRIGO G. ESTRADA | -Office staff has to show professionalism in addressing clients queries. 3. Disposition: (— Minor Non-conformity [1] Major Non-conformity [—] Observation Rework / Repair TO Use as is [Sy Reject and return to supplier Others: Fy Senderned Scrapped : Date Reviewed: Feb, 22, 2022 Reviewed by: DR. Re Esti 4. Investigation: (Root Cause Analysis) Date Investigated: February 28,2022 Investigated by: oR. ETEBAN A’ MALINDOG, JR Dean, Graduate Schoo! 1._The queries were not immediately answered on time by the concerned staff since it was sent via messenger ‘and there was @ huge volume of messages, questions sent by the students and faculty through messenger and email account of the graduate school, Also, there was 2 misinterpretation between the student end the ‘concerned staff because that time there was a restriction in doing face to face transactions at the Graduate ‘School due to COVID 19 pandemic situation, —_ 3. Corrective Action: Date Acted: March 1, 2022 Responsible Perso - Bean, Graduate School 6. Follow-up on Action implementation Satisfactory Not Satisfactory (issue new CAR) sates ‘SAMAR STATE UNIVERSITY rok (@ - ‘Arteche Blvd., Catbalogan City, Philippines 6700 a : Office of the Director | Quality Assurance ss oDUR IOI 1568-2022 Rev. OT (uatyraragement 7. Close-out: To be verified/completed by the QMR or Department Chief Satisfactory Not satisfactory (issue new CAR) Remarks/Evidence of Effectiveness: == @- 6 aly Monegerent —yorse ‘SAMAR STATE UNIVERSITY Arteche Bivd., Catbalogan City, Philippines 6700 Office of the Dean | Graduate School MINUTES OF THE MEETING DURING THE CONSULTATIVE MEETING ON THE ‘SUMMARY OF CLEINT FEEDBACK AND ANALYSIS Date: February 28, 2022 Time: 9:00 AM Venue: Graduate School Office Participants: Please see attendance sheet Dr. Esteban A. Malindog, Jr. the Dean of the Graduate School started the meeting by giving the purpose of holding an urgent meeting, Dr. Malindog informed the body that the Graduate School received client's feedback report which was processed and analyzed by Dr. Rodrigo G. Estrada the Planning Management Officer of the University. The feedback summary report was based from the rating period last December 2021 and the Graduate School received a qualitative rating of Very Satisfied with 4.33 %. The Graduate Schoo! received positive feedback from the clients stated as: The clients are satisfied with the overall quality services they have received. However, there was a negative client's feedback received stated that: Office staff has to show professionalism in addressing client's queries. Dr. Malindog discussed to the faculty and staff of the Graduate School the root cause of this feedback and made mention that there is a need to solve and address this concem. It was determined that the client's feedback was not properly and immediately answered and there was a miscommunication between the student and the staff since the query was made through a chat or message sent through messenger since there was a restriction in doing face-to-face transactions at the Graduate School Office due to COVID-19 pandemic situation. Another reason for the occurrence of this feedback was on the huge volume of messages, queries and questions sent through messenger and email accounts of the office. The staff was not able to reply and respond on time on the queries and questions of the students. With this, Dr. Malindog reiterated the importance of handling properly the queries and concerns of the students and give immediate feedback or response to answer the students. Also, showing politeness and being respectful at all times must be observed in communicating and in handling the students queries, questions or clarifications through e-mail, messages sent in messenger, texts, calls and especially in communicating personally. Mr. Nicolas O. Boco, Jr. the Quality Assurance Coordinator emphasized the recommendations given by Dr. Estrada as follows: Continuously sustain and improve the quality of services in the Graduate School, provide action plans to improve quality services and provide some preventive measures that the client will not experience negative treatment again. Dr. Malindog also informed the body that communication protocol of the staff in the Graduate ‘School will be monitored especially in doing transactions with the clients to avoid issues as mentioned above. The staff of the Graduate School gave their assurance to carefully follow Webster seu ph Contact us: (58) 590-0629 | noes. ed ph Fallow usc 9 Bi @ssuctbiogan 1 Philppine Higher Education Interaticnliation Awardee (2021) Page 1 of 2 2019 Top Potent Fler (2009-2019) ‘SAMAR STATE UNIVERSITY Asteche Bivd., Catbalogan City, Philippines 6700 Office of the Dean | Graduate Schoo! questions to continuously provide quality service among the clients of the Graduate School and to sustain its good rapport between the students and staff. The meeting has ended at 9:45 o'clock in the morning, Prepared by: NATHALIE Al ACOSTA Secretary of thé Graduate Schoo! Noted by: wa ESTEBAN A. MALINDOG, Jr., Ph. D. Dean, Graduate School Webste: wor saved ph ont (55) 50-0629 | ios. ed ph Flow us on 9 NT @ssvabslogen 1 Philippine Higher Education Internationalization Awardee (2021) Page 20f2 2019 Top Potent Fer (2009-2019) por0tewl2 = seu sr 6(@- S aly Management —‘Soeorec SAMAR STATE UNIVERSITY Arteche Bivd., Catbalogan City, 2hilippines 6700 Office of the Dean | Graduate School ATTENDANCE SHEET Title of Activity | MEETING OW THE Crawley F CLIENT FEEDAAK mnlo_ Moneys Venue: CRD UIE SONU _OTFRE Date [res 92, 2nea|-[am | | pm Name | Age ‘Address &/or | Designation] Signature | | Affiliation/Organization [Pi oo ange tg | A = ff eon 2 ek * Nivias O- pa dh Qc ee * Vianie Silly GS Jo f B. Ma bndogt. es Pear. bhi " Em/Llo Hf ceen _es Freth | (>— Remarks: ‘SAMAR STATE UNIVERSITY ‘Arteche Bivd., Catbalogan City, Philippines 6700 Office of the Director | Quality Assurance seunquasrcto 1S FEB 2022 Rev 07 CORRECTIVE ACTION REPORT (CAR) car no. [B0%—] Issue DATE {7,20 Non-Conformance Category: Y| Conective Unit CRAOUAR SCHOOL 1. Details; Non-conformity issue as a result of: ‘Substandard Material or Product [J unmet Goals/Objectives Clientele Complaints Raised Service Non-Conformance Internal Quality Audit Results Y | Clientele Satisfaction Survey Others: 7. Non-conformity Statement) Complaints Date Posted:

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