Case Study 1 

Mandate and Functions

The National Coffee Administration was created through Executive Order 532 with the primary mandate of enhancing the economic viability, sustainability, and global competitiveness of the country’s coffee industry. To do this, the NCA shall perform the following functions:

1. Coffee Industry Regulation

   • Formulate and enforce regulations and standards to ensure the quality, safety, and authenticity of coffee products.

   • Monitor and oversee compliance with industry regulations to maintain fair trade practices and protect consumers' interests.

2. Research and Development

   • Conduct scientific research to enhance coffee production, cultivation techniques, disease control, and post-harvest processing methods.

   • Collaborate with research institutions to promote innovation and technology transfer in the coffee sector.

3. Farmer Support and Empowerment

   • Implement programs to provide technical assistance, training, and capacity building to coffee farmers, with a focus on sustainable farming practices.

   • Facilitate access to credit, insurance, and market information to empower coffee growers and improve their socio-economic conditions.

4. Market Development and Promotion

   • Develop strategies to expand domestic and international markets for locally produced coffee.

   • Conduct marketing campaigns, participate in trade fairs, and organize promotional events to increase awareness and demand for national coffee brands.

5. Sustainability and Environmental Conservation

   • Advocate and support sustainable coffee production practices that minimize environmental impact and promote biodiversity conservation.

   • Collaborate with stakeholders to implement certifications and programs that promote fair trade, organic coffee production, and social responsibility.

6. Policy Formulation and Advocacy

   • Provide recommendations to the government on policies, regulations, and incentives to promote the growth and competitiveness of the coffee industry.

   • Represent the interests of coffee stakeholders at national and international forums, advocating for favorable trade agreements and market access.

7. Data Collection and Analysis

   • Collect, analyze, and disseminate comprehensive data on coffee production, consumption, export/import trends, and market dynamics.

   • Develop reliable databases and information systems to support evidence-based decision-making within the industry.

Vision

The NCA envisions a thriving coffee industry that empowers coffee farmers, stimulates rural development, preserves biodiversity, and promotes the nation's coffee culture both domestically and internationally.

Mission

The mission of the National Coffee Administration is to enhance the economic viability, sustainability, and global competitiveness of the country's coffee industry by providing comprehensive support, implementing effective policies, and fostering partnerships between stakeholders.

Core Values

The National Coffee Administration (NCA) upholds the following core values:

Excellence: The NCA strives for excellence in all its endeavors, promoting high standards in coffee production, regulation, research, and development. It aims to achieve excellence in service delivery and the execution of its responsibilities.

Collaboration: The NCA values collaboration and recognizes that the success of the coffee industry depends on partnerships with coffee farmers, industry stakeholders, government agencies, research institutions, and international organizations. It fosters a spirit of cooperation to achieve common goals.

Sustainability: The NCA is committed to promoting sustainable practices throughout the coffee value chain. It aims to ensure the long-term viability of coffee farming, protect the environment, and foster social and economic well-being for coffee farming communities.

Integrity: The NCA upholds the highest standards of integrity and ethical conduct. It promotes transparency, fairness, and accountability in its operations, regulatory processes, and interactions with stakeholders.

Innovation: The NCA encourages innovation and the adoption of advanced technologies in the coffee industry. It promotes research and development activities that drive productivity, improve quality, and address challenges faced by coffee farmers and the sector as a whole.

Consumer Focus: The NCA recognizes the importance of meeting consumer expectations for high-quality coffee products. It seeks to understand and respond to consumer preferences, while ensuring product safety, authenticity, and traceability.

Cultural Heritage: The NCA acknowledges the rich cultural heritage associated with coffee and the importance of preserving and promoting the nation's coffee traditions. It values and celebrates the diverse coffee cultures and histories within the country.

The National Coffee Administration (NCA) was established on September 15, 1990, through Executive Order (EO) 532. Prior to the creation of the NCA, the coffee industry in the country was managed by multiple agencies and departments, resulting in fragmented efforts and limited coordination.

Under the NCA Charter, the agency was mandated to oversee and regulate the growth, development, and promotion of the coffee industry. Its primary goal was to support coffee farmers, improve production practices, and increase the competitiveness of locally produced coffee in both domestic and international markets.

In its initial years, the NCA focused on establishing its organizational structure and formulating comprehensive policies and programs to revitalize the coffee industry. It collaborated with coffee farmers, industry stakeholders, and research institutions to identify challenges and develop strategies to address them.

To effectively serve coffee-growing regions, the NCA established branch offices strategically located in key coffee-producing areas. These branch offices served as direct points of contact for coffee farmers and facilitated the implementation of the agency's programs and projects. The branch offices were located in the following regions:

1.       Cordillera Administrative Region (CAR) - Baguio City

2.       Ilocos Region - Vigan City, Ilocos Sur

3.       Cagayan Valley - Tuguegarao City, Cagayan

4.       Central Luzon - San Fernando City, Pampanga

5.       Calabarzon - Lipa City, Batangas

6.       Bicol Region - Legazpi City, Albay

7.       Western Visayas - Iloilo City

8.       Northern Mindanao - Cagayan de Oro City

9.       Davao Region - Davao City

10.   Soccsksargen - General Santos City

Over the years, the NCA underwent several restructuring initiatives to improve operational efficiency and align with changing industry needs. These reorganizations aimed to enhance the agency's capacity to provide effective support to coffee farmers and promote the sustainable growth of the coffee industry.

Today, the National Coffee Administration continues its mission of fostering the development, promotion, and regulation of the coffee sector in the country. It remains committed to empowering coffee farmers, driving innovation, ensuring quality standards, and positioning the nation's coffee as a globally recognized and sought-after product.

The logo of the National Coffee Administration (NCA) harmoniously reflects the agency's mandate and functions, symbolizing its pivotal role in the coffee industry.

The stylized coffee bean at the center of the logo serves as a powerful representation of the NCA's core focus—coffee. It embodies the agency's dedication to the growth, development, and promotion of the coffee sector, as well as its commitment to supporting coffee farmers and enhancing the overall value chain. The coffee bean signifies the essence of the industry, from cultivation to consumption, capturing the NCA's responsibility to ensure the quality, sustainability, and global competitiveness of the nation's coffee.

Surrounding the coffee bean is a circular emblem housing the acronym "NCA" in bold, modern typography. This prominent display reflects the agency's authoritative position as the central governing body overseeing the coffee industry. It signifies the NCA's role in regulation, policy-making, and providing guidance to industry stakeholders, farmers, and related entities. The bold typography signifies the NCA's confidence and leadership in fulfilling its mandate effectively.

Below the emblem, the unfurling coffee leaf serves as a vital link to the agricultural aspect of the coffee industry. It symbolizes the NCA's responsibility to support coffee farmers, promote sustainable farming practices, and ensure the welfare and livelihoods of those involved in coffee production. The inclusion of the coffee leaf emphasizes the NCA's commitment to nurturing the growth of the coffee sector and protecting the environment in which it thrives.

Overall, the logo's design embodies the NCA's comprehensive mandate and functions. It signifies the agency's dedication to coffee excellence, from cultivation and regulation to research and development. The logo's elements work together to convey the NCA's commitment to fostering a thriving and sustainable coffee industry, supporting coffee farmers, and elevating the nation's coffee reputation on the global stage.

Office of the Chief Administrator

• Chief Administrator

  • Provide overall leadership and direction to the NCA.

  • Develop strategic plans and policies to promote the growth and development of the coffee industry.

  • Represent the NCA in meetings, conferences, and other relevant forums.

  • Foster partnerships and collaborations with industry stakeholders, government agencies, and international organizations.

·   Deputy Administrator for Operations

o   Ensure effective coordination and collaboration among different divisions and teams within the organization.

o   Regularly assess operational processes and performance metrics to identify areas for improvement. Implements strategies and initiatives to enhance efficiency, productivity, and quality of operations.

o   Conduct research, gather data, and analyze information to support decision-making by the Chief Administrator.

• Deputy Administrator for Support Services

  • Manage and supervise administrative and support departments within the organization, including finance, procurement, human resources, and facilities.

  • Develop and implement policies and procedures to ensure compliance with relevant laws, regulations, and organizational guidelines.

  • Oversee financial planning, budgeting, and reporting activities.

  • Oversee human resources functions, including recruitment, training, performance management, and employee relations.

Operations Group

• Planning and Policy Development Division

  • Formulate long-term strategic plans and policies for the coffee industry.

  • Conduct research and analysis on industry trends, challenges, and opportunities.

  • Provide recommendations for policy enhancements and regulatory frameworks.

  • Coordinate with relevant stakeholders to gather input and ensure inclusive policy development.

• Regulatory and Compliance Division

  • Develop and enforce regulations and standards for coffee production, processing, and trade.

  • Conduct inspections and audits to ensure compliance with quality, safety, and sustainability standards.

  • Handle licensing and certification processes for coffee industry participants.

  • Collaborate with law enforcement agencies to address issues related to illicit trade and smuggling.

• Research and Development Division

  • Conduct scientific research and studies to enhance coffee farming practices.

  • Explore innovative approaches to improve crop yield, disease management, and environmental sustainability.

  • Collaborate with research institutions and agricultural experts to foster innovation in the coffee industry.

  • Disseminate research findings and provide technical guidance to coffee farmers and industry stakeholders.

• Marketing and Promotion Division

  • Develop and implement marketing strategies to promote Philippine coffee domestically and internationally.

  • Conduct market research and analysis to identify target markets and consumer preferences.

  • Organize promotional campaigns, trade shows, and coffee-related events.

  • Facilitate market access and export opportunities for Philippine coffee.

Support Services Group

• Finance Department

  • Develop and manage the NCA's budget, financial planning, and accounting processes.

  • Oversee financial transactions, including revenue collection, disbursements, and financial reporting.

  • Conduct financial analysis and forecasting to support decision-making.

  • Ensure compliance with financial regulations and audit requirements.

• Administrative Department

  • Manage general administrative functions, including office operations, facilities, and logistics.

  • Handle procurement processes and contract management.

  • Oversee human resources functions, including recruitment, training, performance management, and employee relations.

  • Maintain records, documentation, and information management systems.

Related documented information

Table of Organization ASD-FOR-01-02

As part of its commitment to maintaining a robust quality management system, the National Coffee Administration (NCA) recognizes the importance of understanding its internal and external context. By comprehensively assessing the factors and conditions that impact its purpose and strategic direction, the NCA ensures its ability to achieve the intended results of its quality management system.

To fulfill this requirement, the NCA undertakes a diligent process of identifying and analyzing both positive and negative issues that shape its operating environment. By continually monitoring and reviewing information related to these issues, the organization remains responsive to changes and opportunities that may arise. This proactive approach allows the NCA to adapt its strategies and actions to effectively address challenges and leverage favorable conditions.

Understanding the external context is essential for the NCA, and it involves considering various factors across legal, technological, competitive, market, cultural, social, and economic environments. These factors can emerge from international, national, regional, or local spheres. By staying attuned to changes and developments in these areas, the NCA gains valuable insights into industry trends, emerging technologies, market dynamics, consumer preferences, and regulatory frameworks. This understanding enables the organization to make informed decisions and adjust its approaches to align with the evolving external landscape.

Equally important is comprehending the internal context of the NCA. This entails exploring issues related to the organization's values, culture, knowledge, and performance. By examining its internal operations, processes, and capabilities, the NCA can identify areas of strength and opportunities for improvement. This internal perspective facilitates effective decision-making, resource allocation, and the development of strategies that align with the organization's vision and objectives.

Related documented information

Context map ASD-FOR-22-03 Rev. 2

To ensure the consistent provision of products and services that meet customer expectations and comply with applicable statutory and regulatory requirements, the National Coffee Administration (NCA) recognizes the importance of understanding the needs and expectations of its interested parties. By identifying these stakeholders and their relevant requirements, the NCA can effectively align its quality management system to meet their expectations and deliver value.

In accordance with this requirement, the NCA conducts a thorough analysis to determine the interested parties that have an impact on its quality management system. These parties may include, but are not limited to, coffee farmers, coffee industry associations, coffee processors, exporters, importers, regulatory bodies, consumers, government agencies, and international coffee organizations. By identifying and engaging with these stakeholders, the NCA acknowledges their influence on its operations and their role in shaping the coffee industry.

The next step for the NCA is to identify the specific requirements of these interested parties that are relevant to its quality management system. These requirements may encompass a range of aspects, such as product quality standards, sustainability practices, traceability, certifications, regulatory compliance, fair trade practices, market access, and information transparency. By understanding and considering these requirements, the NCA can proactively address the expectations of its interested parties and ensure the effective functioning of its quality management system.

To maintain a comprehensive understanding of the needs and expectations of interested parties, the NCA continuously monitors and reviews information related to these stakeholders and their relevant requirements. This includes staying informed about industry trends, changes in regulations, customer feedback, market demands, and emerging issues. By actively seeking and analyzing this information, the NCA can make informed decisions, implement necessary improvements, and adapt its strategies to effectively meet the evolving needs of its stakeholders.

Related Documented Information

Register of Compliance Obligations NCA-SEC-02-01

The scope of the National Coffee Administration (NCA) Quality Management System (QMS) encompasses all management and support processes within the organization. It includes the planning, execution, and control of activities to support the organization's operations and decision-making.

The NCA's QMS covers the following areas: Office of the Chief Administrator and Deputy Administrators, Planning and Policy Development Division, Regulatory and Compliance Division, Research and Development Division, Marketing and Promotion Division, Finance Department, Administrative Department.

Office of the Chief Administrator

• Chief Administrator

  • Leadership and strategic direction: Provides overall leadership and direction to ensure the implementation and maintenance of the Quality Management System (QMS) within the NCA.

  • Strategic planning and policy development: Develops strategic plans and policies that align with ISO 9001 requirements and promote the growth and development of the coffee industry.

  • Stakeholder engagement: Represents the NCA in meetings, conferences, and other relevant forums to engage with stakeholders and address their needs and expectations.

Deputy Administrator for Operations

• Planning and Policy Development Division

  • Strategic planning: Formulates long-term strategic plans in line with ISO 9001 requirements and the needs of interested parties.

  • Policy development: Develops policies that align with ISO 9001 and support the quality objectives of the NCA.

  • Research and analysis: Conducts research and analysis to identify industry trends, challenges, and opportunities, which informs the strategic planning and policy development processes.

• Regulatory and Compliance Division

  • Regulatory framework: Develops and enforces regulations and standards for coffee production, processing, and trade, ensuring compliance with ISO 9001 requirements.

  • Compliance monitoring: Conducts inspections and audits to ensure compliance with quality, safety, and sustainability standards, as well as applicable statutory and regulatory requirements.

  • Certification and licensing: Manages the certification and licensing processes for coffee industry participants, ensuring adherence to ISO 9001 standards.

• Research and Development Division

  • Continuous improvement: Conducts scientific research and studies to enhance coffee farming practices, supporting the NCA's commitment to continual improvement as per ISO 9001.

  • Innovation: Explores innovative approaches to improve crop yield, disease management, and environmental sustainability, aligned with ISO 9001's focus on innovation and technological advancements.

  • Knowledge dissemination: Disseminates research findings and provides technical guidance to coffee farmers and industry stakeholders, contributing to knowledge sharing and competence development as required by ISO 9001.

• Marketing and Promotion Division

  • Customer focus: Develops and implements marketing strategies that align with ISO 9001's customer focus principle, targeting domestic and international markets.

  • Market analysis: Conducts market research and analysis to understand customer preferences and identify market opportunities, supporting ISO 9001's emphasis on understanding customer needs and expectations.

  • Promotion and trade facilitation: Organizes promotional campaigns, trade shows, and events to promote Philippine coffee, contributing to ISO 9001's objective of enhancing customer satisfaction and market reputation.

Deputy Administrator for Support Services

• Finance Department

  • Financial management: Develops and manages the NCA's budget and financial processes in accordance with ISO 9001's requirements for effective resource management.

  • Financial analysis: Conducts financial analysis and forecasting to support decision-making and ensure financial stability and performance as required by ISO 9001.

  • Compliance and audit: Ensures compliance with financial regulations and audit requirements, aligning with ISO 9001's emphasis on compliance and adherence to applicable legal and regulatory requirements.

• Administrative Department

  • Documentation control: Manages general administrative functions, including the maintenance of records, documentation, and information management systems compliant with ISO 9001's requirements for document control.

  • Resource management: Handles procurement processes, contract management, and logistical functions in line with ISO 9001's requirements for resource management.

  • Human resources management: Oversees human resources functions such as recruitment, training, performance management, and employee relations, ensuring competence, awareness, and involvement of personnel as mandated by ISO 9001.

These functions demonstrate how each department within the NCA contributes to the implementation and maintenance of the QMS, as well as their alignment with the various requirements of ISO 9001.

The National Coffee Administration (NCA) demonstrates strong leadership and unwavering commitment to its Quality Management System (QMS) in accordance with the requirements of ISO 9001. At NCA, top management assumes accountability for the effectiveness of the QMS and takes responsibility for its overall performance and success. This commitment is evident through the following actions:

a) Accountability for the effectiveness of the QMS: Top management assumes responsibility for the continual improvement and alignment of the QMS with organizational goals.

b) Establishment of the quality policy and objectives: A quality policy reflecting the organization's context and strategic direction is established by top management. It ensures alignment with customer needs, expectations, and relevant statutory and regulatory requirements.

c) Integration of QMS requirements into business processes: Top management ensures the seamless integration of QMS requirements into the organization's core business processes, promoting a holistic approach to quality management.

d) Promotion of the process approach and risk-based thinking: The use of the process approach is encouraged by top management, emphasizing the importance of understanding and managing risks throughout the organization to achieve desired outcomes and enhance customer satisfaction.

e) Availability of resources: Top management ensures the allocation and availability of necessary resources, including financial, technological, and human resources, to support the effective implementation of the QMS.

f) Communication of the importance of effective quality management: The significance of adhering to QMS requirements is communicated by top management, emphasizing its importance in achieving organizational success and meeting customer expectations.

g) Achievement of intended results: Top management is responsible for ensuring that the QMS consistently delivers its intended results, including meeting customer requirements, enhancing customer satisfaction, and driving continual improvement.

h) Engagement and support of personnel: Active engagement, direction, and support of employees at all levels is provided by top management to contribute to the effectiveness of the QMS, fostering a culture of participation, teamwork, and continuous improvement.

i) Promotion of improvement: A culture of continuous improvement is promoted by top management, encouraging employees to identify opportunities for improvement, fostering innovation, and supporting initiatives that enhance the effectiveness of the QMS.

j) Support of other management roles: Guidance and support are provided by top management to other relevant management roles within the organization to ensure that they also demonstrate leadership in their respective areas of responsibility.

By exhibiting strong leadership and commitment, top management at NCA ensures customer focus by:

a) Determining customer and regulatory requirements: Top management ensures a thorough understanding, documentation, and consistent fulfillment of customer requirements and applicable statutory and regulatory requirements throughout the organization.

b) Addressing risks and opportunities: Top management identifies and addresses risks and opportunities that can impact customer satisfaction, product quality, and the organization's ability to effectively meet customer needs.

The National Coffee Administration (NCA) places significant importance on establishing and communicating a robust quality policy that aligns with the organization's purpose, context, and strategic direction. This policy serves as a guiding framework for setting quality objectives, ensuring compliance with applicable requirements, and driving continual improvement within the Quality Management System (QMS).

a) Appropriateness to the purpose and context: Top management ensures that the quality policy reflects the organization's purpose, taking into consideration the specific context in which NCA operates, including the coffee industry, regulatory frameworks, and customer expectations. The policy supports the strategic direction of NCA, providing a clear roadmap for achieving its quality objectives.

b) Framework for setting quality objectives: The quality policy serves as a foundation for setting specific and measurable quality objectives that contribute to the overall success of NCA. These objectives are aligned with the policy, reflecting the organization's commitment to delivering high-quality products and services, promoting sustainable practices, and meeting customer requirements.

c) Commitment to satisfy applicable requirements: The quality policy explicitly expresses NCA's commitment to meeting all applicable statutory, regulatory, and customer requirements. By doing so, NCA ensures the satisfaction of its stakeholders and reinforces its dedication to compliance with industry standards, quality norms, and legal obligations.

d) Commitment to continual improvement: The quality policy demonstrates NCA's unwavering commitment to the continual improvement of its QMS. It emphasizes the organization's proactive approach to identifying areas for enhancement, driving innovation, and striving for operational excellence. Through continual improvement efforts, NCA aims to enhance customer satisfaction, optimize processes, and achieve greater efficiency and effectiveness.

To effectively communicate the quality policy, NCA adheres to the following guidelines:

a) Availability and maintenance as documented information: The quality policy is documented, made readily available, and maintained within NCA's quality management documentation system. This ensures that all relevant personnel have access to the policy and can refer to it as needed.

b) Communication, understanding, and application within the organization: NCA's top management takes proactive measures to communicate the quality policy to all levels of the organization. Through regular internal communication channels, such as meetings, training sessions, and company-wide announcements, the policy is effectively disseminated and understood by employees at all levels. By ensuring comprehension and application of the policy, NCA creates a shared sense of responsibility and accountability for quality throughout the organization.

c) Availability to relevant interested parties: NCA recognizes the importance of making its quality policy available to relevant interested parties. This may include customers, suppliers, industry partners, and regulatory bodies. By sharing the policy with these stakeholders, NCA establishes transparency, fosters trust, and reinforces its commitment to delivering quality products and services.

Related Documented Information

Quality Policy ASD-POL-02-05 Rev. 02

At the National Coffee Administration (NCA), top management plays a crucial role in ensuring that responsibilities and authorities for relevant roles are clearly assigned, communicated, and understood within the organization.

a) Conforming to ISO 9001 requirements: Top management assumes the ultimate responsibility for ensuring that the NCA's QMS complies with the requirements outlined in the International Standard. They actively monitor and evaluate the QMS to ensure its alignment with the ISO 9001 framework, overseeing its implementation and effectiveness throughout the organization.

b) Ensuring intended outputs of processes: Top management assigns the responsibility and authority for ensuring that the various processes within the QMS are delivering their intended outputs. This involves monitoring process performance, conducting regular evaluations, and implementing corrective measures when necessary to maintain the desired level of efficiency and effectiveness.

c) Reporting on QMS performance and improvement opportunities: Top management ensures that reporting mechanisms are in place to provide regular updates on the performance of the QMS and identify opportunities for improvement. These reports, which may include performance indicators, metrics, and analysis, are communicated to top management to facilitate informed decision-making and strategic planning.

d) Promoting customer focus throughout the organization: Top management recognizes the importance of customer focus and assigns the responsibility and authority for ensuring its promotion across all levels of the organization. By fostering a customer-centric culture, NCA strives to understand and meet the needs and expectations of its customers, enhancing their satisfaction and loyalty.

e) Maintaining integrity during changes to the QMS: Top management assigns the responsibility and authority for ensuring that the integrity of the QMS is maintained during planned changes. This involves a careful assessment of the potential impact of changes on the QMS, implementation of appropriate change management processes, and communication of these changes to relevant stakeholders. The aim is to ensure that the QMS remains effective, robust, and aligned with the organization's strategic direction.

Related documented information

QMS Roles and Responsibilities ASD-POL-18-07

Appointment of Quality Management Representative ASD-COR-23-08

At the National Coffee Administration (NCA), addressing risks and opportunities is a crucial aspect of the Quality Management System (QMS) planning process. By considering the issues and requirements outlined in the ISO 9001 standard, NCA identifies and evaluates the risks and opportunities that need to be addressed to ensure the achievement of the QMS's intended results and continual improvement.

a) Assurance of QMS results: NCA identifies risks and opportunities that could impact the ability of the QMS to achieve its intended results. By assessing and addressing these risks and opportunities, NCA provides assurance that the QMS is capable of consistently delivering products and services that meet customer and applicable requirements. This proactive approach helps to minimize potential disruptions and non-conformities.

b) Enhancement of desirable effects: NCA identifies opportunities that can lead to the enhancement of desirable effects within the organization. These opportunities may include adopting new practices, launching new products, exploring new markets, building partnerships, leveraging technology advancements, or other viable possibilities that align with the organization's and its customers' needs. By capitalizing on these opportunities, NCA can improve its performance, customer satisfaction, and overall success.

c) Prevention or reduction of undesired effects: NCA identifies risks that could lead to undesired effects within the organization. These risks can include operational inefficiencies, non-compliance with regulations, quality issues, or other factors that could negatively impact the organization's performance. By implementing appropriate measures, NCA can prevent or reduce these undesired effects, safeguarding its reputation, customer satisfaction, and operational effectiveness.

d) Achievement of improvement: NCA considers risks and opportunities in the context of improvement. By addressing identified risks and capitalizing on opportunities, NCA strives to continually enhance its processes, products, and services. This commitment to improvement is integral to maintaining competitiveness, meeting evolving customer expectations, and driving overall organizational success.

NCA plans actions to address identified risks and opportunities, ensuring their integration into the QMS processes and evaluating their effectiveness. These actions are proportionate to the potential impact they can have on the conformity of NCA's products and services. The organization considers various options to address risks, such as avoiding, mitigating, transferring, or accepting them based on informed decision-making. Similarly, opportunities are pursued through the adoption of new practices, technological advancements, market expansion, or other viable means to meet organizational and customer needs.

Related documented information

Risk Register ASD-FOR-23-09

At the National Coffee Administration (NCA), quality objectives are established to guide the organization in achieving its quality management system (QMS) goals. NCA recognizes the importance of setting objectives at relevant functions, levels, and processes within the organization to drive continual improvement and ensure customer satisfaction.

a) Consistency with the quality policy: The quality objectives at NCA are aligned with the overarching quality policy. This ensures that the objectives are in harmony with the organization's purpose, context, and strategic direction. By aligning the objectives with the quality policy, NCA ensures a cohesive approach to quality management throughout the organization.

b) Measurability: The quality objectives at NCA are formulated in a manner that allows for effective measurement. By defining objectives in quantifiable terms, NCA can assess progress, track performance, and determine whether the objectives have been achieved. Measurable objectives provide a clear basis for evaluating the effectiveness of the QMS.

c) Compliance with applicable requirements: NCA takes into account all relevant statutory, regulatory, and customer requirements when establishing quality objectives. By considering these requirements, NCA ensures that the objectives are relevant to the conformity of its products and services. This helps to maintain compliance, meet customer expectations, and drive continuous improvement.

d) Relevance to conformity and customer satisfaction: The quality objectives at NCA are directly linked to the conformity of products and services and the enhancement of customer satisfaction. These objectives focus on improving product quality, meeting delivery schedules, enhancing service levels, and addressing customer needs and expectations. By setting objectives that align with these factors, NCA aims to achieve excellence in customer satisfaction and product/service performance.

e) Monitoring: NCA establishes mechanisms to monitor the progress and performance of its quality objectives. Regular monitoring allows for timely identification of any deviations or issues that may arise. By actively tracking the objectives, NCA can take corrective actions, make necessary adjustments, and ensure that the objectives remain on track.

f) Communication: NCA ensures that the quality objectives are effectively communicated throughout the organization. This includes sharing the objectives with relevant stakeholders, departments, and individuals who are responsible for their implementation. Effective communication fosters understanding, engagement, and alignment toward achieving the objectives.

g) Updates: The quality objectives are reviewed periodically to determine if any updates or revisions are necessary. As the organization evolves, market conditions change, or customer expectations evolve, NCA revisits and adjusts its objectives to remain relevant and aligned with its strategic direction. This ensures that the objectives remain meaningful and effective in driving quality improvement.

NCA maintains documented information on the quality objectives, providing a reference and record of the objectives established. This documentation serves as a source of information for planning, implementation, and evaluation activities related to the achievement of the objectives.

When planning how to achieve its quality objectives, NCA considers the following aspects:

a) Determining actions: NCA defines the specific actions that need to be undertaken to achieve each quality objective. These actions may include process improvements, training programs, resource allocation, technology investments, or any other necessary measures.

b) Identifying resource requirements: NCA determines the resources, including personnel, infrastructure, technology, and financial resources, required to support the achievement of the quality objectives. Adequate resource allocation ensures that the necessary means are available to implement the planned actions effectively.

c) Assigning responsibilities: NCA clearly assigns responsibilities to individuals or teams who will be accountable for implementing and managing the actions necessary to achieve the quality objectives. This promotes ownership, accountability, and effective coordination within the organization.

d) Establishing timelines: NCA sets realistic timelines for completing the planned actions. Clear timelines provide a framework for implementation, facilitate monitoring, and ensure that the organization remains on track to achieve its objectives.

e) Evaluating results: NCA establishes methods and criteria for evaluating the results of the actions taken to achieve the quality objectives. This evaluation helps to determine the effectiveness of the implemented measures and provides insights for potential adjustments or improvements.

Related documented information

Quality Objectives ASD-FOR-23-10 Rev. 6

At the National Coffee Administration (NCA), changes to the quality management system (QMS) are approached in a planned manner to ensure their effective implementation and minimize any potential adverse impacts. NCA recognizes the importance of considering various factors when determining the need for changes and strives to maintain the integrity of its QMS throughout the process.

a) Purpose and potential consequences: NCA carefully evaluates the purpose of the changes and their potential consequences before implementing them. This includes considering the intended outcomes, benefits, and potential risks associated with the proposed changes. By conducting a comprehensive assessment, NCA ensures that the changes align with its objectives and strategic direction and that any potential adverse effects are properly identified and addressed.

b) Integrity of the QMS: NCA places a strong emphasis on maintaining the integrity of its QMS during the implementation of changes. This involves ensuring that the changes do not compromise the overall effectiveness and compliance of the QMS. NCA assesses how the proposed changes may interact with existing processes, procedures, and controls, and takes steps to integrate them seamlessly while preserving the integrity of the QMS.

c) Availability of resources: NCA considers the availability of necessary resources when planning changes to the QMS. This includes evaluating the availability of financial resources, personnel, technology, infrastructure, and any other resources required to implement the changes effectively. Adequate resource allocation is essential to ensure the successful execution of the planned changes without compromising the organization's ability to meet its quality objectives.

d) Allocation or reallocation of responsibilities and authorities: NCA carefully evaluates the impact of changes on the allocation or reallocation of responsibilities and authorities within the organization. This involves assessing how the proposed changes may affect roles, accountabilities, and decision-making processes. NCA ensures that the necessary adjustments are made to ensure clear lines of responsibility and authority, promoting effective communication, decision-making, and accountability throughout the organization.

At the National Coffee Administration (NCA), we recognize the importance of providing the necessary resources and creating a supportive environment for the effective implementation of our quality management system (QMS) and the achievement of conformity of our products and services.

NCA determines and provides the resources needed to establish, implement, maintain, and continually improve our QMS. We carefully consider the capabilities and constraints of our existing internal resources. This includes evaluating the skills, expertise, and availability of personnel, as well as the availability and suitability of any required infrastructure, equipment, and technologies. Additionally, we assess what needs to be obtained from external providers to support our QMS effectively.

People: NCA recognizes that competent and engaged personnel are crucial for the effective implementation of our QMS and the operation and control of our processes. We determine and provide the necessary personnel to fulfill these roles and responsibilities. This includes ensuring that individuals have the required skills, knowledge, training, and experience to perform their tasks effectively. By engaging qualified personnel, we foster a culture of quality and continuous improvement within our organization.

Infrastructure: To support the operation of our processes and achieve conformity of our products and services, NCA determines, provides, and maintains the necessary infrastructure. This encompasses various elements such as buildings, utilities, equipment (including hardware and software), transportation resources, and information and communication technology. By ensuring the availability and suitability of infrastructure, we enable the efficient and effective functioning of our processes.

Environment for the operation of processes: NCA recognizes the significance of providing a suitable environment for the operation of our processes to achieve conformity of our products and services. We determine, provide, and maintain an environment that considers social, psychological, and physical factors. This includes creating a non-discriminatory, calm, and non-confrontational social environment. We also focus on psychological factors to reduce stress, prevent burnout, and promote emotional well-being. Furthermore, we consider physical factors such as temperature, heat, humidity, light, airflow, hygiene, and noise, as applicable to our operations. By ensuring a suitable environment, we foster conditions that support the effective implementation of our QMS and the delivery of high-quality products and services.

Related documented information

Anti-Discrimination Policy ASD-POL-20-11

Escalation and Whistleblowing Policy ASD-POL-21-12

Anti-Bullying Policy ASD-POL-22-13

Transparency and Anti-Bribery Policy ASD-POL-23-14

Employee Code of Ethics ASD-POL-23-15

Ambient Environment Monitoring Log ASD-FOR-15-16

NCA determines and provides the resources needed to ensure that monitoring and measuring activities yield valid and reliable results in verifying the conformity of our products and services to requirements. We ensure that the resources provided are suitable for the specific type of monitoring and measurement activities being undertaken. Additionally, we maintain these resources to ensure their ongoing fitness for their intended purpose. We retain appropriate documented information as evidence of the fitness for purpose of our monitoring and measurement resources.

Measurement traceability: When measurement traceability is necessary to provide confidence in the validity of our measurement results, NCA ensures that our measuring equipment meets the following criteria: a) Calibration or verification: Our measuring equipment is calibrated or verified at specified intervals or prior to use. Calibration is performed against measurement standards traceable to international or national measurement standards. If no such standards exist, we retain documented information about the basis used for calibration or verification. b) Identification: We identify our measuring equipment to determine their status and ensure their traceability. c) Safeguarding: We safeguard our measuring equipment from adjustments, damage, or deterioration that could invalidate their calibration status and subsequent measurement results. If any measuring equipment is found to be unfit for its intended purpose, we determine if the validity of previous measurement results has been adversely affected. If necessary, we take appropriate action to address the situation.

NCA recognizes the significance of organizational knowledge for the effective operation of our processes and the achievement of conformity in our products and services. We determine the necessary knowledge required for our operations and ensure its maintenance and availability to the extent necessary. Organizational knowledge is based on both internal and external sources. Internal sources of organizational knowledge include intellectual property, lessons learned from successes and failures, undocumented knowledge and experience, and the results of process, product, and service improvements within our organization. External sources of organizational knowledge include standards, academia, conferences, and gathering knowledge from customers or external providers. We consider our current knowledge when addressing changing needs and trends. If additional knowledge or updates are necessary, we determine how to acquire or access them effectively.

At the National Coffee Administration (NCA), the importance of competent personnel in ensuring the performance and effectiveness of the quality management system is recognized. The following requirements outlined in ISO 9001 are adhered to:

a) Determining necessary competence: NCA determines the competence required for individuals performing work under our control that affects the quality management system's performance and effectiveness. The specific skills, knowledge, and qualifications needed to carry out their roles effectively are identified.

b) Ensuring competence: Competence of personnel is ensured through evaluation based on appropriate education, training, or experience. NCA verifies that individuals possess the necessary qualifications and capabilities to competently perform their assigned tasks and contribute to the quality management system's success.

c) Acquiring necessary competence and evaluating effectiveness: NCA takes proactive actions, when applicable, to acquire the necessary competence. This may involve providing training, mentoring, reassignment, or other developmental opportunities to existing employees. Additionally, competent individuals may be hired or contracted to fulfill specific roles or responsibilities. The effectiveness of these actions is regularly evaluated to ensure they meet the organization's requirements.

d) Retaining documented information: Appropriate documented information is maintained by NCA as evidence of personnel competence. This documentation may include records of education, training, qualifications, certifications, and relevant experience.

Related documented information

List of Job Roles, Responsibilities and Minimum Qualifications ASD-POL-05-17

201 files

At the National Coffee Administration (NCA), we recognize the importance of creating awareness among our personnel regarding the quality management system and their role in its effectiveness. We adhere to the following requirements outlined in ISO 9001:

a) Awareness of the quality policy: NCA ensures that all individuals working under our organization's control are aware of our quality policy. The quality policy outlines our commitment to meeting customer requirements, achieving high-quality products and services, and continually improving our processes. By ensuring awareness of the quality policy, we promote a shared understanding of our quality objectives and the overall direction of our organization.

b) Awareness of relevant quality objectives: NCA also ensures that our personnel are aware of the relevant quality objectives. These objectives are specific targets aligned with our quality policy that contribute to the achievement of customer satisfaction and continual improvement. By communicating these objectives to our employees, we foster a sense of purpose and direction in their work, enabling them to align their efforts with our organizational goals.

c) Awareness of their contribution to the quality management system: We emphasize the importance of each individual's contribution to the effectiveness of our quality management system. NCA ensures that our personnel understand how their roles and responsibilities directly impact the quality of our products, services, and processes. We communicate the benefits of improved performance and the positive outcomes that result from their active involvement in maintaining and enhancing the quality management system.

d) Awareness of non-conformity implications: NCA also ensures that our personnel are aware of the implications of not conforming with the quality management system requirements. We communicate the potential consequences of deviating from established processes and procedures, emphasizing the importance of adhering to the quality management system to prevent non-conformities. This awareness helps promote a culture of quality and encourages individuals to take ownership of their work to avoid any negative impacts on product or service quality.

Related documented information

QMS Awareness Campaign ASD-PRO-08-18

Effective communication is a vital aspect of the National Coffee Administration (NCA)'s quality management system. We recognize the significance of clear and transparent communication both internally and externally. In accordance with ISO 9001 requirements, NCA ensures the following:

a) Determining what to communicate: NCA identifies the information that needs to be communicated to support the quality management system. This includes sharing relevant updates, changes, and improvements related to processes, products, services, and customer requirements. Additionally, we communicate the organization's quality policy, objectives, and any other pertinent information essential for maintaining a consistent understanding of our quality management system.

b) Determining when to communicate: NCA establishes appropriate timelines for communication activities. We ensure that information is communicated in a timely manner, allowing stakeholders to have the necessary knowledge at the right stages of our processes. This includes regular updates, scheduled meetings, reviews, and timely notifications of any significant changes or developments.

c) Determining with whom to communicate: We identify the relevant parties and stakeholders with whom communication is necessary. This includes internal personnel at all levels, including top management, departments, and teams involved in the quality management system. Externally, we communicate with customers, suppliers, regulatory bodies, and other relevant interested parties, as appropriate. By identifying the appropriate recipients, we ensure that communication is targeted and reaches the intended audience.

d) Determining how to communicate: NCA employs various communication methods and channels to effectively convey information. This includes face-to-face meetings, written communication such as memos, emails, newsletters, reports, and documented procedures. We also utilize digital platforms, such as intranets, collaboration tools, and online portals, to facilitate communication and ensure that information is accessible to relevant stakeholders.

e) Determining who communicates: NCA designates individuals or roles responsible for communication activities. This ensures accountability and clarity in the communication process. Communication may be facilitated by designated representatives, department heads, quality managers, or other appropriate personnel who possess the necessary knowledge and understanding of the information being communicated.

Related documented information

Communication Plans ASD-PRO-09-19

At the National Coffee Administration (NCA), we recognize the importance of documented information in supporting the effectiveness of our quality management system. We adhere to the requirements outlined in ISO 9001 to ensure the proper management of documented information. Here's how we address these requirements:

NCA's quality management system includes the necessary documented information as required by ISO 9001. This includes documented information specified by the standard itself, as well as additional documented information that we determine to be necessary for the effective operation of our quality management system. The extent of documented information may vary based on factors such as the size of our organization, the nature of our activities, processes, products, services, and the competence of our personnel.

Creating and updating: When creating and updating documented information, NCA ensures appropriate identification and description. This includes assigning titles, dates, authors, or reference numbers to facilitate easy identification and retrieval. We also consider the format of the documented information, such as language, software version, and the use of graphics. The media used, whether it be in paper or electronic format, is also determined based on suitability. Furthermore, before the documented information is finalized, we subject it to review and approval to ensure its suitability and adequacy.

Control of documented information: NCA maintains control over the documented information required by our quality management system and ISO 9001. We ensure that this information is available and suitable for use when and where it is needed. Additionally, we take measures to adequately protect the documented information, safeguarding it from loss of confidentiality, improper use, or loss of integrity.

a) Distribution, access, retrieval, and use: We establish mechanisms to control the distribution, access, retrieval, and use of documented information, ensuring that it is accessible to the relevant personnel when they need it.

b) Storage and preservation: We have procedures in place to appropriately store and preserve the documented information, considering factors such as physical or electronic storage, legibility, and the necessary preservation conditions.

c) Control of changes: We implement a version control system to manage changes to the documented information. This includes identifying and tracking revisions, ensuring that the most current version is readily available, and documenting any changes made.

d) Retention and disposition: NCA establishes guidelines for the retention and disposition of documented information. We determine appropriate retention periods based on legal and regulatory requirements, business needs, and historical significance.

In addition to the above, we also identify and control documented information of external origin that is necessary for the planning and operation of our quality management system.

Lastly, any documented information retained as evidence of conformity is protected from unintended alterations to maintain its integrity and reliability.

Related Documented Information

Control of Documented Information Procedure ASD-PRO-03-20

At the National Coffee Administration (NCA), we recognize the importance of operational planning and control in meeting the requirements for the provision of products and services. We follow the guidelines outlined in ISO 9001 to ensure effective planning, implementation, and control of our processes. Here's how we address these requirements:

Determining Requirements

NCA identifies and defines the specific requirements for our products and services. This includes understanding the needs and expectations of our customers, as well as any applicable statutory, regulatory, or contractual requirements.

Establishing Criteria

We establish criteria for both the processes and the acceptance of products and services. These criteria serve as benchmarks against which we measure the effectiveness and conformity of our processes and the acceptance of our products and services.

Resource Determination

NCA determines the resources necessary to achieve conformity to the product and service requirements. This includes considering the availability of personnel, equipment, infrastructure, materials, and any other resources required for the successful execution of our processes.

Process Control Implementation

We implement controls for our processes in accordance with the established criteria. This ensures that our processes are carried out consistently and in line with the planned requirements, thereby minimizing variations and ensuring product and service conformity.

Documented Information

NCA determines, maintains, and retains the necessary documented information to have confidence that our processes have been carried out as planned and to demonstrate the conformity of our products and services. This includes records and other forms of documented evidence that provide assurance of compliance.

Output Suitability

The output of our operational planning and control is designed to be suitable for our organization's operations. This means that the planning and control activities are tailored to the specific needs, characteristics, and context of NCA's operations, ensuring effectiveness and efficiency.

Change Control and Review

NCA implements a process to control planned changes and reviews the consequences of unintended changes. This includes evaluating the impact of any changes on our processes, products, and services, and taking appropriate action to mitigate adverse effects that may arise from these changes.

Outsourced Process Control

NCA ensures that any processes outsourced to external providers are effectively controlled. This involves clearly defining the requirements, criteria, and expectations for outsourced processes, and establishing appropriate mechanisms to monitor, evaluate, and manage these processes.

At the National Coffee Administration (NCA), we understand the importance of meeting the requirements for products and services to ensure customer satisfaction. We adhere to the following requirements outlined in ISO 9001:

Customer Communication

We prioritize effective communication with our customers by providing relevant information about our products and services. This includes handling inquiries, contracts, orders, and any necessary changes. We also actively seek and value customer feedback, including complaints, to continuously improve our offerings. Additionally, we handle and control customer property with care and establish specific requirements for contingency actions, when relevant.

Determining Requirements

When determining the requirements for the products and services we offer, we ensure that all necessary aspects are defined. This includes considering applicable statutory and regulatory requirements, as well as any additional requirements deemed necessary by our organization. We also verify that we have the capability to meet the claims made for our products and services.

Review of Requirements

Before committing to supply products and services to a customer, we conduct a comprehensive review to ensure our ability to meet their requirements. This review covers a range of factors, including requirements specified by the customer (such as delivery and post-delivery activities), requirements necessary for the specified or intended use (if known but not stated by the customer), requirements specified by our organization, and applicable statutory and regulatory requirements. We also address any differences between the contract or order requirements and those previously expressed, ensuring timely resolution of any discrepancies.

Confirmation of Customer Requirements

In situations where the customer does not provide a documented statement of their requirements, we take proactive steps to confirm their requirements before acceptance. While a formal review may not be practical for each order, we ensure that relevant product information, such as catalogs or online sales platforms, covers all necessary details.

Documented Information and Changes

NCA maintains relevant documented information related to the review of requirements, including the results of the review and any new requirements identified. When requirements for products and services change, we promptly amend the relevant documented information and ensure that all relevant personnel are made aware of the changes. This helps us maintain consistency and transparency in our processes and operations.

At the National Coffee Administration (NCA), the importance of controlling externally provided processes, products, and services to ensure conformity to requirements is recognized. NCA ensures that processes, products, and services from external providers meet the necessary requirements. Controls are determined based on specific situations:

a) When incorporating products and services from external providers into our own offerings. b) When external providers directly deliver products and services to our customers on our behalf. c) When a process or part of a process is outsourced as a decision made by our organization.

To evaluate and select external providers, criteria are established based on their ability to meet our requirements. Performance monitoring and periodic re-evaluations are conducted, and documentation of these activities and resulting actions is retained.

In order to consistently deliver conforming products and services to our customers, NCA implements the following measures:

a) Maintaining control over externally provided processes within our quality management system.

b) Defining controls to be applied to both the external provider and the resulting output.

c) Assessing the potential impact of externally provided processes, products, and services on our ability to meet customer and regulatory requirements, as well as evaluating the effectiveness of controls implemented by external providers.

d) Determining the necessary verification or other activities to ensure compliance with our requirements for externally provided processes, products, and services.

NCA ensures that the requirements communicated to external providers are clear and adequate. The following requirements are communicated:

a) Specific processes, products, and services to be provided.

b) Approval requirements for products and services, including methods, processes, equipment, and the release of products and services.

c) Competence requirements, including necessary personnel qualifications.

d) Interactions between external providers and our organization.

e) Control and monitoring requirements for the performance of external providers.

f) Verification or validation activities that may be performed by our organization or our customers at the premises of external providers.

Related Documented Information

Supplier Accreditation Program Procedure RPD-PRO-09-21

Minimum Requirements and Selection Criteria for Providers of IT Equipment RPD-PRO-12-22

IT Supplier Evaluation Matrix RPD-FOR-14-23

Criteria for Performance Monitoring of IT Equipment Providers RPD-PRO-17-24

At the National Coffee Administration (NCA), we understand the significance of implementing controlled conditions for production and service provision to ensure the delivery of high-quality products and services. In accordance with ISO 9001, we have established the following procedures:

Control of Production and Service Provision

NCA ensures that production and service provision are carried out under controlled conditions. These controlled conditions include:

a) Availability of documented information that defines the characteristics of the products, services, or activities to be performed, as well as the expected results.

b) Availability and use of suitable monitoring and measuring resources.

c) Implementation of monitoring and measurement activities at appropriate stages to verify the control criteria for processes or outputs and acceptance criteria for products and services.

d) Use of suitable infrastructure and environmental conditions for the smooth operation of processes.

e) Appointment of competent personnel, including necessary qualifications.

f) Validation and periodic revalidation of processes when the resulting output cannot be verified through subsequent monitoring or measurement.

g) Implementation of actions to prevent human errors.

h) Implementation of activities related to release, delivery, and post-delivery to ensure customer satisfaction.

Identification and Traceability

NCA employs suitable means to identify outputs when it is necessary to ensure conformity of products and services. We also identify the status of outputs throughout the production and service provision process with respect to monitoring and measurement requirements. When traceability is required, we control the unique identification of outputs and retain the necessary documented information for traceability purposes.

Property belonging to Customers or External Providers

We exercise care when handling property belonging to customers or external providers while it is under our control or being used by our organization. NCA identifies, verifies, protects, and safeguards customers' or external providers' property provided for use or incorporation into our products and services. If any loss, damage, or unsuitability of the property occurs, we promptly report it to the customer or external provider and retain documented information about the incident.

Preservation

NCA ensures the preservation of outputs during production and service provision to ensure conformity to requirements. Preservation activities include identification, handling, contamination control, packaging, storage, transmission or transportation, and protection.

Post-Delivery Activities

We meet the requirements for post-delivery activities associated with our products and services. In determining the extent of post-delivery activities, we consider statutory and regulatory requirements, potential undesired consequences, the nature and intended lifetime of our products and services, customer requirements, and customer feedback. These post-delivery activities may include warranty provisions, maintenance services, and supplementary services such as recycling or final disposal.

Control of Changes

NCA reviews and controls changes related to production or service provision to ensure continued conformity with requirements. We retain documented information describing the results of change reviews, the authorized personnel responsible for approving the changes, and any necessary actions resulting from the review.

At the National Coffee Administration (NCA), we have established a robust process for the release of products and services to ensure that all requirements are met before delivering them to the customer. Our approach aligns with the requirements outlined in ISO 9001. Here's an overview of our procedures:

Planned Arrangements for Verification

NCA implements planned arrangements at appropriate stages to verify that all product and service requirements have been met. These arrangements are designed to ensure that the products and services align with the specified acceptance criteria.

Approval for Release

The release of products and services to the customer is contingent upon the satisfactory completion of the planned arrangements. Unless otherwise approved by a relevant authority and, if applicable, the customer, the release shall not proceed. We have established clear criteria for granting approval, and the decision is made based on the verification of conformity.

Documented Information

NCA retains documented information regarding the release of products and services. This information serves as evidence of conformity with the acceptance criteria and provides traceability to the person(s) responsible for authorizing the release. The documented information includes:

a) Evidence of Conformity: We maintain records that demonstrate how the products and services meet the specified acceptance criteria. These records serve as proof that the quality requirements have been satisfied.

b) Traceability: We document the names or positions of the authorized personnel who have approved the release of products and services. This traceability ensures accountability and provides a clear reference point for any questions or concerns related to the release process.

NCA prioritizes the control of nonconforming outputs to ensure that any products or services that do not meet the specified requirements are identified and managed appropriately.

Identification and Control of Nonconforming Outputs

NCA has implemented a system to identify and control outputs that do not conform to their requirements. This includes products, as well as any nonconformities detected during or after the provision of services. The goal is to prevent the unintended use or delivery of nonconforming outputs.

Appropriate Action and Response

Upon identifying a nonconformity, appropriate action is taken by NCA based on the nature and impact of the nonconformity on the overall conformity of products and services. The actions taken may vary depending on the situation and typically fall into one or more of the following categories:

• Correction: Corrective measures are undertaken to rectify the nonconformity and bring the outputs into compliance with the requirements.

• Segregation, Containment, Return, or Suspension: If necessary, the nonconforming outputs are segregated or contained to prevent their use or delivery. In some cases, the products may be returned or the provision of services may be suspended until the nonconformity is resolved.

• Customer Notification: The customer is informed about the nonconforming outputs, and collaborative efforts are made to determine the appropriate course of action.

• Concession Authorization: In certain situations, where authorized, a concession may be sought and obtained to accept the nonconforming outputs. This requires appropriate authorization and justification.

Verification of Conformity

Before considering nonconforming outputs as conforming, NCA ensures that the necessary corrective actions have been taken. Verification activities are conducted to confirm that the nonconformities have been addressed and that the outputs now meet the required standards.

Documented Information

NCA retains documented information related to nonconforming outputs. This includes:

a) Description of Nonconformity: The nature and details of the identified nonconformity are documented.

b) Actions Taken: Records are maintained that describe the actions taken to address the nonconformity, including any corrective measures implemented.

c) Concessions Obtained: If applicable, documentation is provided for any concessions obtained for accepting nonconforming outputs.

d) Authority Identification: The authority responsible for making decisions regarding the actions taken to address the nonconformity is identified.

At the National Coffee Administration (NCA), operational processes are designed to incorporate monitoring, measurement, analysis, and evaluation activities that ensure the organization's quality management system remains effective and meets customer expectations. The following steps outline their approach:

Determination of Monitoring and Measurement Requirements

Specific aspects that require monitoring and measurement to assess performance, identify areas for improvement, and ensure compliance with applicable requirements are identified by NCA. This includes defining the parameters and indicators that will yield valid and meaningful results.

Selection of Methods for Monitoring, Measurement, Analysis, and Evaluation

Suitable methods for conducting monitoring, measurement, analysis, and evaluation activities are established by NCA to ensure accurate and reliable results. Recognized techniques and tools aligned with industry best practices are employed, enabling the gathering of necessary data and information.

Definition of Timelines for Monitoring and Measurement

Clear timelines for performing monitoring and measurement activities are established by NCA. This ensures that deviations, trends, and improvement opportunities are identified in a timely manner.

Analysis and Evaluation of Results

The data and information obtained through monitoring and measurement are analyzed and evaluated by NCA. Appropriate analytical techniques, such as statistical methods when applicable, are applied to derive valuable insights, identify patterns, trends, and areas for improvement.

Performance Evaluation

The performance and effectiveness of the quality management system are evaluated holistically by NCA. This evaluation encompasses the extent to which the system meets its objectives, complies with requirements, and drives continual improvement.

Monitoring Customer Satisfaction

Significant importance is placed by NCA on monitoring customer perceptions regarding the fulfillment of their needs and expectations. Methods for obtaining, monitoring, and reviewing customer feedback, such as surveys, feedback on delivered products and services, meetings, market-share analysis, compliments, warranty claims, and dealer reports, are established.

Retention of Documented Information

Appropriate documented information is maintained by NCA as evidence of the results obtained through monitoring, measurement, analysis, and evaluation. These records serve as a historical reference of their performance, customer satisfaction levels, quality management system effectiveness, and identified areas for improvement.

Related Documented Information

Balanced Scorecard EXO-FOR-22-25

The National Coffee Administration (NCA) recognizes the significance of internal audits in assessing the effectiveness and compliance of their quality management system. To meet the requirements outlined in the International Standard, NCA has implemented the following procedures:

Conducting Internal Audits

Regular internal audits are conducted by NCA at planned intervals. These audits evaluate whether the quality management system adheres to the organization's requirements and the specifications outlined in the International Standard. The effectiveness and maintenance of the system as a whole are also assessed.

Establishing an Audit Program

NCA plans, establishes, implements, and maintains an audit program. This program outlines the frequency, methods, responsibilities, planning requirements, and reporting procedures for conducting internal audits. It takes into account the importance of the processes involved, any changes that may impact the organization, and the findings from previous audits.

Defining Audit Criteria and Scope

For each internal audit, NCA clearly defines the audit criteria and scope. These parameters provide a framework for conducting comprehensive and targeted audits that cover the necessary areas of the quality management system.

Selection of Auditors and Impartiality

NCA ensures that the selection of auditors and the conduct of audits maintain objectivity and impartiality. Competent individuals are chosen to perform the audits, and measures are taken to avoid conflicts of interest or bias during the audit process.

Reporting Audit Results to Management

The results of the internal audits are reported to the relevant management within NCA. This communication ensures that the findings and insights from the audits are properly documented and shared with key stakeholders for evaluation and decision-making.

Taking Corrective Actions

Upon identifying non-conformities or areas for improvement during internal audits, NCA promptly takes appropriate correction and corrective actions. This proactive approach ensures that any identified issues are addressed in a timely manner to maintain the effectiveness of the quality management system.

Retaining Documented Information

NCA retains documented information as evidence of the implementation of the audit program and the results of the internal audits. This documentation serves as a record of their commitment to conducting internal audits and the actions taken to address any identified gaps or deficiencies.

Related Documented Information

2022 Internal Audit Program ACD-AUD-10-26

Internal Audit Report ACD-AUD-11-27

Request for Action ACD-AUD-03-28 (three RFAs)

The National Coffee Administration (NCA) recognizes the importance of management reviews in ensuring the ongoing suitability, adequacy, effectiveness, and alignment of their quality management system with the organization's strategic direction.

Conducting Planned Management Reviews

Top management of NCA conducts regular management reviews at planned intervals. These reviews provide an opportunity to assess the overall performance of the quality management system and ensure its continued suitability and effectiveness.

Considering Relevant Inputs

During the management review process, NCA considers various inputs to inform their decision-making. These inputs include the status of actions from previous management reviews, changes in external and internal issues that affect the quality management system, and information on the system's performance and effectiveness. This includes analyzing trends in customer satisfaction, feedback from relevant interested parties, achievement of quality objectives, process performance, product and service conformity, nonconformities and corrective actions, monitoring and measurement results, audit findings, performance of external providers, adequacy of resources, effectiveness of risk and opportunity management, and opportunities for improvement.

Generating Outputs

The management review outputs include decisions and actions related to opportunities for improvement within the quality management system. Based on the review findings, NCA identifies any necessary changes to the system and determines the resource needs required to implement those changes. These outputs drive the continuous improvement efforts of the organization.

Retaining Documented Information

NCA retains documented information as evidence of the results of management reviews. This documentation serves as a record of the decisions made, actions taken, and improvements identified during the review process. It provides transparency and accountability for the management review outcomes.

Related Documented Information

Management Review Minutes ASD-MIN-15-30

The National Coffee Administration (NCA) recognizes the importance of continual improvement to meet customer requirements and enhance customer satisfaction. In accordance with the International Standard, NCA has established the following processes:

Determining Opportunities for Improvement

NCA proactively identifies and selects opportunities for improvement to address both current and future needs and expectations of customers. This includes improving products and services to meet requirements, as well as anticipating and addressing future demands. NCA also focuses on correcting, preventing, or reducing any undesired effects that may arise. Furthermore, the organization strives to enhance the performance and effectiveness of its quality management system.

Nonconformity and Corrective Action

In the event of a nonconformity, including those reported through customer complaints, NCA takes immediate action to react to the nonconformity. This involves controlling and correcting the nonconformity and dealing with any consequences that may have arisen. The organization evaluates the need for action to eliminate the cause(s) of the nonconformity to prevent its recurrence or occurrence elsewhere. This evaluation includes reviewing and analyzing the nonconformity, determining its causes, and assessing the potential for similar nonconformities. NCA implements appropriate actions based on the evaluation, and periodically reviews the effectiveness of corrective actions taken. If necessary, the organization updates the risks and opportunities identified during planning and makes changes to the quality management system accordingly. All corrective actions taken by NCA are aligned with the effects and impact of the nonconformities encountered. The organization retains documented information as evidence of the nature of the nonconformities and the subsequent actions taken, as well as the results of any corrective actions.

Continual Improvement

NCA is committed to continually improving the suitability, adequacy, and effectiveness of its quality management system. To facilitate this, the organization considers the results of analysis and evaluation, along with the outputs from management reviews. These inputs help identify needs and opportunities that should be addressed as part of the continual improvement process. NCA utilizes a range of improvement methods, including corrective action, continual improvement, breakthrough changes, innovation, and re-organization, to drive enhancements in its quality management system.

Related Documented Information

Corrective Action Report ACD-AUD-15-29 (three CARs)