ABOUT THE PROJECT
Today, organizations are facing growing challenges from global competition and the needs of increasingly sophisticated customers. Sensing the need to improve the product or service quality, most organizations are applying various improvement methods in the hope of achieving the required growth and higher profits.
One of the methods to improve product or service quality in organizations is through the implementation of TQM. TQM encompasses many aspects of operations beginning at the lowest level of the organization focusing on customer’s requirements and delivering them satisfactorily to the system of production and ensuring quality in all steps in the process.
TQM has shown great success in manufacturing companies and is now being rapidly adapted to the service sector with its customer orientation. TQM looks at an organization as a “system” and incorporates improvement efforts to enhance the structure so that customer (both internal and external) needs are met and streamlined for cost-effective and service-oriented approaches.
Thus, a 5-day training of trainers’ course was conducted by the Asian Productivity Organization (APO) to enable participants from service enterprises to understand TQM, its tools and techniques in details, so that they can disseminate that knowledge gained to help their organizations. The course also provided the participants a venue to share their experiences in implementation of TQM in their respective countries.
OBJECTIVES FOR PARTICIPATION
I have been involved in productivity and quality improvement projects specifically in the development of quality management system for both private and the public sectors in their quest to improve the quality of products and delivery of services. Attendance to this program would help me develop my knowledge, skills, and experience to become a competent trainer in Total Quality Management, especially for service-oriented organizations, where TQM is now being rapidly adapted. I believe this would be beneficial for my career development and job enrichment in the area of quality management. This will also provide me an opportunity to gain deeper understanding of the quality management approaches and, in turn, apply this to my work as I continue to implement projects assisting organizations in their quest for productivity and quality improvement.
PROFILE OF PARTICIPANTS
There were twenty five (25) participants with involvements ranging from officers of respective national productivity centers and service enterprises such as university, hospital, broadcasting media, research institute, and bank. Two (2) participants, both from the Development Academy of the Philippines, attended the training.
SCOPE, CONTENT AND METHODOLOGY
The training involved presentation of the Total Quality Management framework and principles by resource persons from Malaysian Productivity Center. Participants implementing Total Quality Management in their respective countries shared their experiences during lectures and workshop sessions.
Site visit on Halo BCA, a leading Business Process Outsourcing company in Indonesia implementing Total Quality Management, was conducted. The class was divided into groups and given assignments to observe on the different TQM principles being practiced by the organization.
A workshop integrating the important lessons learned from the presentations and from the site visit was done on the following day. It solicited suggestions and/or areas for improvements for the organization. A case study for each group was also given.
The case study was presented on the last day of the training. The case study also solicited suggestions and/or areas for improvements, and entry points for the APO participants.
OUTCOMES AND EVALUATION
I have gained what I hoped, and perhaps more, in the training. The resource persons provided a deeper appreciation and understanding of the Total Quality Management. Participants who shared their experiences in implementing the TQM in different areas provided me with a broader perspective.
RECOMMENDATIONS AND ACTION STEPS
General recommendation from the participants is for APO to encourage APO member countries who are in the advanced stage of implementing TQM to assist other member countries in the advocacy and capacity building.
I intend to continue developing project concepts for government agencies in the establishment of different management systems such as quality management system, environmental management system, etc. and quality and productivity improvement approaches, which serve as pillars in the attainment of a total quality management system.
RONALD ARMIN F. OCAMPO
Senior Project Officer
Center for Quality and Competitiveness
Development Academy of the Philippines