Report: Total Quality Management for SMEs Training of Trainers, August 25-29, 2014, Indonesia

Group photo

Group photo

In today’s world, SMEs are facing growing challenges from global competition and the needs of increasingly sophisticated customers. Sensing the need to improve product or service quality, most SMEs 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 SMEs 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 (products and services) satisfactorily to the system of production and ensuring quality in all steps in the process.

TQM has shown great success in SMEs.  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 streamlines for cost-effective and service-oriented approaches.

The APO organized this training of trainers course to enable participants from SMEs to understand TQM, its tools and techniques in details, so that the participants can disseminate the knowledge gained to help their own organization. The participants will develop knowledge, skills, and experience to become competent trainers in TQM, especially for SMEs. After attending the course, the participants are expected to conduct TQM training not only for a general audience but also for other enterprises within their own respective countries and beyond for greater multiplier effects.

The objective of this training is to enable the participants to understand the concept and implementation of Total Quality Management (TQM) and to become competent TQM trainers and practitioners.


Our company, 2M Agro Industrial Ventures, has been in existence for almost 35 years and as the General Manager, we are now experiencing stiff competition among domestic and global companies which are engaged in the same line of business.  It is a big challenge for me now on how to steer the company’s directions in the forthcoming years.  This training is, indeed, very timely and relevant as it provides me useful and important ideas and knowledge on how to keep up with the challenges of times.  The training had equipped me with the most important Total Quality Management Tools which I can apply in my company.  Attending the training is also one way of benchmarking among other companies in other countries.  Thus, it will challenge me not to be complacent with our products but to continuously improve in all aspects of our operations.


There are 22 participants representing Bangladesh, Cambodia, Republic of China, Fiji, Iran, India (2), Indonesia (4), Laos (2), Mongolia, Nepal, Pakistan, Philippines (2), Sri Lanka, Thailand, and Vietnam (2)

My co-representative from the Philippines is Mr. Noel Lorica who is connected with GLOBAL SANITARY WARE LIMITED CORPORATION.

The company  was incorporated on February 1 2006. The manufacturing office is located inside Lucky Tableware Factory Incorporated – Glass Division, situated in H. Labra St. Guadalupe, Cebu City, Philippines. It is about 6 kilometers away from the city proper of Cebu.

The purpose of the business is to manufacture, produce and convert raw materials into a finished product, which is a sanitary ware (pail flush) for domestic use. GLOBAL SANITARY WARE LTD. CORP. The output of the business is estimated at a maximum production output of 1000 pcs. per month.

The company is working on PNS ISO 9001:2000, Quality management system in production . It includes contract review, document control, purchasing, storage, packaging, handling, delivery, training and internal quality audit, we also cover quality assurance obligations for the supplier in the areas of final inspection and testing.

Their quality policy is to meet and exceed our customers quality needs and expectations and currently anticipate the requirements of tomorrow. Quality department is vital link in production process. Quality is planned and built into every sanitary ware made at GLOBAL SANITARY WARE LIMITED CORPORATION.

Their objective is to build a relationship with our customer through customer satisfaction. To achieve they are committed to:

1. Ensure that all employees understand our policies and objectives;
2. Provide leadership and resources to achieved our commitment;
3. Train all employee to possess the necessary expertise; and
4. Encourage to continuous improvement in our product and process.


Topics discussed included the following:

1. Intro to TQM;
2. Implementation of TQM in SMEs;
3. TQM tools and techniques;
4. Case study on successful TQM implementation of SMEs in Indonesia;
5. TQM and Management of Innovation;
6. Linking TQM and Business Excellence;
7. Sustaining TQM implementation in SMEs;
8. Effective TQM teaching skills;
9. Trainers do’s and dont’s;


The site visit was held at PT. Toyota Motor Manufacturing Indonesia.  We were welcomed by its General Manager, Dr. Ir. Adjie Sapta, MSI.  The site visit to Toyota is seeing TQM in action.  It is very inspiring to see that the reason behind Toyota’s success was due to TQM.  Toyota’s main philosophy is guided by Kaizen- Continuous Improvement and Respect for People.


Engr. Lorica and I came from private manufacturing companies.  Similarly, the highlight of our presentation is our thrust to emphasize Total Quality Management in our operations.  We were also required to make our TQM developmental plan for our own companies.


The highlights of the country papers of the other participants were their evaluation of the current productivity and quality status of their own companies/ countries and what they intend to make to address the quality concerns.  Their developmental plans include the application of the TQM techniques and tools, benchmarking with other countries and the target date of implementation.


This training is very timely and relevant as it provided me with useful and important ideas and knowledge on how to keep up our business with the challenges of times.  The training had equipped me with knowledge on Total Quality Management as well as the tools and techniques  which I can apply in my company.

As the General Manager of our company, I felt a new sense of direction, a clearer vision and an inspired spirit for my company.  It reinforced within me the challenge of continuously improving for the satisfaction of our customers and that by providing them with quality products and service, we are at the same time respecting our people.

The training has also taught us to become better speakers by allowing us to practice on how to present actual modules.  Most importantly, it taught us how to make a developmental action plan for our companies/ countries on how we intend to apply TQM.

The resource speakers were all good, effective and very passionate on TQM.  I have not been bored for any single moment during the training.  Their passion for TQM has rubbed off on me such that after the training, I can’t wait to share it to others.

Working, discussing and sharing ideas with my co-participants from other countries were also enlightening, fun and educational.  This only proves that language, culture or race is not a barrier to creating collaboration.

I am grateful to APO that I was chosen as one of the participants on this training.  It is a rare opportunity to go abroad and study without any expense.   “I have learned a lot”, therefore, is an underestimate. The experience, friendship and knowledge is absolutely priceless.


The APO has already equipped the participant with the proper knowledge and tools on how to become effective trainers for TQM.  The problem on how the knowledge generate multiplier effect rests mainly on the participant, on whether or not she will be committed and active in disseminating it.

As a recommendation, the APO and NPO should work closely together in monitoring the progress of the participant.  The participant, NPO and other government-related agencies like Department of Trade and Industry should discuss on how to incorporate TQM in its plans and projects.   Constant updates through social media and newsletters must be made between the APO Grantees, APO and NPO.

The APO can also request the APO Grantees, after a certain period of time, for a reunion to assess the outputs made and to share the best practices among the countries.

Encouraging companies to do TQM does not happen overnight. It is a continuous journey. The participant should be given ample time to put into reality the developmental action plan he/she made and apply TQM in his/her company until he/ she sees the results and benefits of TQM.  For, it is only through experience that one can truly become an effective trainer.  As they say, practice what you preach.


General Manager
2M Agro Industrial Ventures


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