Stakeholders Satisfaction on the Services of

Methods of Research(Compilations of all Portfolios)

Title: Attributes of Harbour Centre Port Terminal Management towards Enhancement of Total Quality Management (TQM) Applications and Practices

Christian E. De GuzmanBS Management Engineering 2nd year 1st Semester

Table of ContentChapter 1 Background of the study..1Statement of the problem.2Significance of the study..3Scope and Delimitation.3 4

Chapter 2Study of related literature4 - 9Conceptual Framework10Definition of Term.10Chapter 3Methodology 11 - 16References. 17 - 19

SURVEY QUESTIONNAIRE (Quantitative)

Part I. Please provide or check () information on the space provided:

Name: (Optional) __________________________________Position: __________________________________Age: __________________________________ Year of Service ( ) > 1 years ( ) 2 3 years( ) 3 and abovePosition ( ) Rank and File ( ) Supervisory ( ) Manager ( ) Top Management

Educational Attainment ( ) High School level( ) College level ( ) College Graduate( ) MA level ( ) MA Graduate ( ) Doctoral level/graduatePart II: Please check () the appropriate box to answer the following

As reference, this survey questionnaire uses the following term:

(CI) Consistently Implemented (I) Implemented (PI) Partially Implemented (NI) Not implemented

TOTAL QUALITY MANAGEMENT PRINCIPLES

LEADERSHIP Leaders establish unity of purpose and direction of the organization. They should create and maintain the internal environment in which people can become fully involved in achieving organizational objectives

StatementCIIPINI

Leaders are proactive and lead by example

Understand and respond to change in external environment

Consider the needs of all stakeholders including customer, owners, people, suppliers, local communities and society at large

Establish a clear vision of the organizations future

Establish shared values and ethical role model

Built trust and eliminate fear

Provide people with the required resources and freedom to act with responsibility and accountability

Inspire, encourage and recognize peoples contribution

Promote open and honest communication

Educate, train and coach people

Set challenging goals and target

Implement strategy to achieve these goals and objectives

CUSTOMER FOCUSOrganization depends on their customers and therefore should understand current and future customers needs, meet customers requirements and strive to exceed customers expectation

StatementCIIPINI

Understand customer needs and expectations for products, delivery, prices and dependability, etc.

Ensure a balanced approach among customers and other stakeholders (owners, people, suppliers, local communities and society at large) needs and expectations

Communicate these needs and expectations throughout the organization

Measure customer satisfaction and act on the result

Manage customer relationship

PROCESS APPROACH A desired result is achieved more efficient when related resources and activities are manage as a processStatementCIIPINI

Process are define to achieve the desire result

Identify and measure the inputs and outputs of the process

Identify the interface of the process with the functions of the organization

Evaluate possible risks, consequences and impacts of processes on customers, suppliers and other stakeholders processes

Establish clear responsibility, authority and accountability for managing processes.

When designing processes consider process steps, activities, flows, control measures, training needs, equipment, methods, information, etc to achieve the desire result

INVOLVEMENT OF PEOPLE People at all level are the essence of an organization and the full involvement enables their ability to be used for the organization benefitStatementCIIPINI

Accept ownership and responsibility to solve problems

Actively seek opportunities to make improvements, and enhance competencies, knowledge and experience

Freely share knowledge and experience in teams

Focus on the creation of value for customers

Improve the way of representing the organization to customers, local communities and society at large

Help people derive satisfaction from their work

Make people enthusiastic and proud to be part of the organization

SYSTEM APPROACHIdentifying, understanding and managing a system of interrelated processes for a given objective improves the organization efficiency and effectiveness StatementCIIPINI

Define the system by identifying or developing the processes that affects a given objective

Structure the system to achieve the objective in the most efficient way

Understand the interdependence among the processes of the system

Continually improve the system through measurement and evaluation

Estimate the resources requirements and establish resources constraint prior to action.

CONTINUAL IMPROVEMENTContinual improvement should be a permanent objective of the organizationStatementCIIPINI

Make continual improvement of processes and system an objective

Apply the basic improvement concept of incremental improvement and breakthrough improvement

Continually improve the efficiency and effectiveness of all processes

Promote prevention based activities

Provide every member of the organization with appropriate educations and trainings on the methods and tools of continual improvement such as PDCA, problem solving, process re-engineering and process innovation.

Establish measure on goals to track improvements

FACTUAL APPROACH TO DECISION MAKINGEffective decisions are based on the analysis of data and informationStatementCIIPINI

Take measurement and collect data and information relevant to the objective

Ensure that the data and information are sufficient accurate, reliable and accessible

Analyse the data and information using the valid methods

Understand the value of appropriate statistical tools and techniques

Make decision and take action based on the result of logical analysis balanced with experience and intuition.

MUTUAL BENEFICIAL SUPPLIER RELATIONSHIPAn organization and its supplier are interdependent, and a mutually beneficial relationship enhances the ability of both to create value. StatementCIIPINI

Identify and select key suppliers

Establish supplier relationships that balance short-term gains with long term considerations for the organization and society at large

Create clear and open communication

Initiate joint development and improvement of products and processes

Jointly establish a clear understanding of customers needs

Share information and future plans

Recognize supplier improvements and achievements

SURVEY QUESTIONNAIRE (Qualitative)

1. Do you think Total Quality Management (TQM) is important in an organization?2. Do think employees have right knowledge and skills to implement TQM consistently?3. Do you consistently practice the principles of TQM?4. What are the challenges that you as a manager face that hinders the implementation of TQM?