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

Class photo of participants

Class photo of participants

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.

The APO organized this training of trainers course to enable participants from SMEs to understand TQM, its tools and techniques in details, so that we can disseminate the knowledge gained to help our organization. To develop our 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 our own respective countries and beyond for grater multiplier effects.

The purpose of this Training of Trainers is to enable us to understand fully the concept and implementation of Total Quality Management (TQM) in our organization and to be able to grasp fully our objective to build a strong relationship with our customers through customer satisfaction. To achieve this we are committed to ensure that all employees understand our policies and objectives, provide leadership and resources to achieve our commitment, to train all employees to posses the necessary expertise and encourage to continuous improvement in our product and processes.


“To enable participants to understand the concept and implementation of Total Quality Management (TQM) and to become competent TQM Trainers and practitioners”.

The purpose of this Training of Trainers in Total Quality Management for SMEs is to enable us to understand the concept and implementation of Total Quality Management (TQM) and to become a competent TQM Trainers and practitioners specifically in my field of profession – manufacturing of Sanitary Wares. The Company is working based on Philippine National Standard PNS ISO 9001:2008, Quality Management System in the production and installation. Both include 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 area of final inspection and testing. We need to achieve our goal and to meet our customer’s expectations and satisfaction.

Being a manufacturing company and handling such operations especially we are one of the Philippine Standard (P.S. Mark) holder for Sanitary Ware in the Philippines, we need to maintain such standard, but in order to achieve this I am expecting to improve my knowledge in the TQM and how to impart this knowledge, by sharing it through passing and training others to be more competent in the implementation of such scope.

2.1 Process Approach
2.2 Concepts
2.3 Q.A.
2.4 Tools for TQM
2.5 Implementation of TQM
2.6 To be more competent Trainer and Public Speaker.


There are 22 Participants coming from 15 different countries: Bangladesh, Cambodia, Republic of China, Fiji, Iran, India (2), Indonesia (4), Lao PDR (2), Mongolia, Nepal, Pakistan, Philippines (2), Sri Lanka, Thailand, Vietnam (2).

There are 4 resource Speakers coming from 3 different countries.

Indonesia – Dr. Ir. Adjie Sapta, M.Si, General Manager, PT. Toyota Motor Manufacturing Indonesia
Malaysia – Mr. Mohd Lizuan bin Abd Latif, Principal Consultant, Qualitymind Sdn Bhd
Malaysia – Mr. Shahril Goh Fadhil, CEO & Senior Consultant, Lean Applied Sdn Bhd
Singapore – Mr. George Wong, Managing Director/Principal Consultant, Hocklink Systems & Services Pte. Ltd.

Below is a brief profile of my co-participant – Ms. Louella Marie R. Agcaoili from 2M Agro Industrial Ventures.

46 National  Highway, San Mateo, Isabela
Telefax (078)-3230257

A company engaged in the distributorship of farm machineries and other farm equipments for almost thirty years.  It offers the best agricultural equipments which range from Large Farm Equipments such Farm Tractors, Harvesters, Dryer and Rice Mills, Tractor Trailers and Transplanters and Small Farm Equipments such Diesel and Gasoline Engines, Hand Tractors, and Threshers.
Its manufacturing arm is under RCA Industries which manufactures 2M Hand Tractors, 2M Heavy Duty Trailers, RCA Rice and Corn Apparatus, RCA Multi-Purpose Thresher, RCA Munggo(Mungbean) Thresher and  Forage Choppers.  Its main office is located at 46 National Highway, San Mateo, Isabela.
The company also provides after-sales services, such as repairs and genuine spare parts sales.  It has well-equipped and well-trained mechanics to assist the customers and provides them with warranty to assure quality.

The company was started by its innovative and hardworking owner, Mr. Roberto C. Agcaoili, with its small manufacturing and sales office at Sinamar Sur, San Mateo, Isabela in the year 1978.   At first, the company only manufactures hand tractors/ power tillers but soon widened its array of products and manufactured other agricultural equipments as well.  The 2M brand has been known for its quality and durability. Farmers from the municipality and adjacent towns and provinces, could attest of the products’ good quality which is tested by time and experience.
For 36 years, it has continuously provided  the needs of the farmers, guided by its mission- to provide the farmers with the best quality of products that is worthy of their hard-earned money and labor.  The company’s vision is to become the leading agricultural equipment and after-sales service provider in the region.
Guided by the company’s mission and vision, the company has laid out its plans and programs for the ensuing year in order to adapt to the challenges of globalization and stiff competition:

1. Focus on Total Quality Management  particularly in the following areas:
a. TQM Organization Structure
b. TQM Sustainability
c. TQM Trainings

2. Focus on Research and Development on new agricultural products and services

Contact Person:

Atty. Louella Marie R. Agcaoili
General Manager
Mobile No. 09209455856
Email Add:


There are 9 Major topics discussed including the Toyota Indonesia visit with corresponding key inputs per topic, they are as follows:

Introduction to TQM
Implementation of TQM in SMEs (Methodology and How to)
TQM Tools and techniques
Case Study on Successful TQM Implementation of SMEs in Indonesia
TQM and Management Innovation
Linking TQM and Business Excellence
Sustaining TQM Implementation in SMEs
Effective TQM Teaching Skills
TQM Toyota Indonesia (Plant Visit)

Methodologies used are as follows:

a. Lectures
b. Discussions
c. Presentations
d. Observational Site Visit
e. Individual Presentation
f. Group Presentation
g. Examinations


First of all the Project “Training of Trainers in Total Quality Management for SMEs” was a successful one on my part and as a whole. The basic/purpose of this training met my expectations with the following tools as an integral part of becoming a competent trainer.

a. Process Approach
b. Concepts
c. Q.A.
d. Tools for TQM
e. Implementation of TQM
f. To be more competent Trainer and Public Speaker.

All the speakers are well equipped with their topics and have an excellent mastery of the subject. All the topics are easily understood by all nations’ representatives, the burden now here is how we implement the knowledge we learned from this training that’s why I will suggest/recommend some steps (I will discuss in no. 6 – below).

I also learned personally the following: “Characteristics of TQM people”

a. Understanding the needs of external/internal customer.
b. Able to make significant decisions which affect quality.
c. Understand the goal of the business.
d. Training needs.
e. High level of communication skills.
f. Say “WE” attitude.
g. Able to express needs to internal suppliers.
h. Able to develop good relationship with internal and external customers.
i. Quality conscious.
j. Self-starting and self-controlling.
k. Expects to be involved in decision making.
l. Assertive.


The general recommendations of the group is to have an open communication even after the said project/training, in fact the group made an FB account (Facebook account) so that we can communicate, ask some suggestions/recommendations, and even Benchmarking for each individual company/organizations. The Resource speakers are open for questions even after the said project via e-mail.

After I arrived from the training I met with the DTI/BPS-7 Chief Trade and Industry Development Specialist Ms. Zaide C. Bation and the group (September 3 2014) and discussed what happened to the training and possible tie up in giving a seminar related to my  training (to be scheduled).

To give also a training to my own staff as a multiplier effect of what I learned and to implement it. Discussed also with the owner of Visayan Glass Factory for possible training of 5S and other related techniques and tools in the manufacturing side.

My other recommendation is that if possible all the APO grantees should submit a documented report on how we disseminate the knowledge that we have learned from the training (photos, documented reports, attendance sheets, etc..-we have to come up with a format) so that D.A.P./NPO are aware that these are being disseminated. We have to submit a progress report or monitoring status every six (6) months on how we are doing in terms of the parameters we gained from the training.

The Development action plan should be updated every six (6) months.


Operations Manager/QMR
Global Sanitary Ware LTD. Corp.

General Manager
2M Agro Industrial Ventures


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