Report: Total Quality Management for SMEs in the Service Sector Training, February 24-28, 2013, Bangladesh

Group Photo

Group Photo


SMEs constitute the majority even reaching 90% level of organizations in any country but due to lack of knowledge and resources, their productivity is not generally high.

The service sector as a whole is one of the major contributors in the GDP of APO member countries.

The implementation of TQM as a tool will help SMEs in the service sector attendees to 1) deepen their understanding on business philosophy promoted by quality gurus; 2) strengthen understanding on TQM as a business practice for sustainability; 3) explore practical application of TQM in their organizations.


To apply the principles of TQM in our hospital and to provide learning sessions for small hospitals and medical facilities in the Philippines.


There are 22 foreign participants represented by 13 Asian countries, and 6 local participants from Bangladesh.

Filipino Participant: Ms. Kathleen Joy Millano is a member of the Philippine Society for Quality in Healthcare as part of Education Committee that provides learning sessions pertaining to quality and safe care to the hospitals in the Philippines. She is also a Productivity, Quality and Safety Coordinator at Clinic Systems Inc. a group of 3 small healthcare facilities targeting the lower socio-economic classes in the communities in certain areas of Metro Manila.



1. Introduction to TQM
2. TQM practice in Bangladesh
3. Principles and practices of service quality for SMEs
4. Innovation in Service Sector
5. Service blueprinting
6. Singapore experience in promoting Business Excellence for SMEs in Service Sector
7. TQM Tools and Techniques for Service Providers
8. Study Visit in Bangladesh Public Adminsitration Training Centre
9. Best Practices of Service Quality in Singapore

Key inputs:

1. Management drives the organization
2. People are enablers
3. Activities must be linked to vision, mission and strategies of the organization
4. Measures/KPIs should be clearly defined
5. No finish line in implementing TQM. It is necessary to improve and innovate

Methods of delivery

1. Lecture/discussion/presentation
2. Group work
3. Case study scenarios for service organizations
4. Site visit to Bangladesh Public Administration Training Centre, a premier training center of officials of government, autonomous and non-government organizations. All new entrants of Bangladesh Civil Service are required to attend the Foundation Training Course.


Attendance to this project enriched my understanding of TQM. The resource speakers have a vast knowledge and experience in implementing TQM in the service sectors. Mr. Ab. Rahim discussed the foundation of TQM. Dr. Satya Narayan Nandi discussed various tools and techniques in implementing TQM. Mr. George Wong shared experiences and best practices of Singapore in implementing TQM especially in SMEs. Brig. General M. Mofizur Rahman shared their government’s effort to introduce TQM in the country.


In the Philippines, the Development Academy of the Philippines (DAP( has been conducting training on TQM for SMEs for quite some already. At Department of Trade and Industry (DTI), under separate project, a foundation was created for the implementation of TQM in SMEs. There was even an attempt to introduce basic level of TQM to micro organizations.

In our own organization, we have been implementing TQM also but the learnings i gained, i plan to strengthen our practice of TQM by introducing Service Blueprinting and Serv Perf.

At Philippine Society for Quality in Healthcare, i will propose the inclusion of TQM in the project to Adopt-a-Hospital program wherein PSQua will assist small hospitals in understanding TQM as a business tool for sustainability and survival.


Member, Training and Education Committee
Philippine Society for Quality in Healthcare (PSQua)
and Productivity, Quality and Safety Coordinator
Clinic Systems Inc.



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