As an ISO-certified organization, the Philippine Council for Agriculture, Aquatic and Natural Resources Research and Development of the Department of Science and Technology (DOST-PCAARRD) continues to reinforce its culture of quality and service excellence. This year, the Council conducted two key capability-building activities focused on enhancing its internal processes and customer service: the ISO 9001:2015 Awareness Seminar held on July 18, 2025 and the Training-Workshop on Customer Satisfaction Management conducted on September 2 and 4, 2025.
The ISO 9001:2015 Awareness Seminar, attended by 40 staff members, increased the participants’ appreciation and working knowledge of the requirements of an effective Quality Management System (QMS). Mr. Leandro Bautista, PCAARRD’s Continual Improvement Program (CIP) consultant and resource person, walked the participants through the clauses of the ISO 9001:2015 standards, including organizational context, leadership, support, operations, performance evaluation, and improvement. He emphasized the importance of the PLAN-DO-CHECK-ACT (PDCA) cycle and its practical application to the Council’s systems and services, reinforcing the organization’s drive toward continuous improvement.
Meanwhile, the two-day Training-Workshop on Customer Satisfaction Management gathered 33 participants for an in-depth examination and familiarization of customer service principles that are vital to both organizational effectiveness and personal growth. Facilitated by Ms. Maria Avelet Albor-Bautista, also a PCAARRD CIP consultant, the sessions featured interactive exercises and real-life scenarios that highlighted the value of mindful, responsive, and empathetic engagement, and service recovery strategies, underscoring the pivotal role of frontliners and support staff in creating positive customer experiences. Ms. Albor-Bautista also reminded the participants of PCAARRD’s core values of relevance, excellence, collaboration, and integrity, as the foundation of quality public service.
In her closing remarks, Dr. Lilian G. Bondoc, PCAARRD’s Quality Management Representative and Director of the Policy Coordination and Monitoring Division, stressed the importance of these capacity-building initiatives in sustaining the Council’s ISO journey. These trainings affirm PCAARRD’s dedication to continuous improvement while ensuring that our services remain responsive, people-centered, and of the highest quality.
Through these capacity-building efforts, DOST-PCAARRD strengthens its commitment not only to maintaining ISO 9001:2015 certification but also to embedding a culture of excellence in every facet of its operations, ensuring that stakeholders and the public continue to receive services that are efficient, reliable, and relevant.