TQM/ISO 9001 Implementation in Northern and Central Luzon State Universities
Abstract
This case study was conducted to investigate why and how the TQM/ISO 9001 programs were adopted in state universities in the Philippines such as Pangasinan State University, Nueva Ecija University of Science and Technology, and Central Luzon State University; what TQM and ISO 9001 meant to them; and what factors affected TQM/ISO 9001 implementation in their universities. The study found that TQM/ISO 9001 programs were intended to streamline work processes and improve the quality of services. Implementation involved the hiring of a consultant, conducting trainings, preparing and using a QMS manual, organizing internal and external audits, and receiving ISO 9001 certification from an international body. TQM was regarded as a holistic approach to the continuous improvement of work processes while ISO 9001 was perceived as an international QMS standard and a quality assessment instrument. The factors that positively affected TQM/ISO 9001 implementation were senior management commitment and/or the presence of a TQM driver; funds to operate; employee understanding and internalization; conduct of control procedures; and implementation reinforcement or complementation by the citizen’s charter. Factors with negative effect were the employees’ lack of commitment and discipline, and their resistance or inability to adapt to change. The study recommends programs that minimize resistance to and promote internalization of TQM/ISO 9001 adoption; and the creation of a government certifying body that can serve as an alternative to the private international certifying bodies.
