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 Guzman
BS Management Engineering
2nd year 1st Semester

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

Chapter 2
Study of related literature4 - 9
Conceptual Framework10
Definition of Term.10
Chapter 3
Methodology 11 - 16
References. 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 above
Position
( ) Rank and File ( ) Supervisory ( ) Manager
( ) Top Management
Educational Attainment

( ) High School level

( ) College Graduate
( ) MA Graduate

( ) College level
( ) MA level
( ) Doctoral

level/graduate
Part 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
Statement
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

CI

PI

NI

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 FOCUS
Organization depends on their customers and therefore should understand current
and future customers needs, meet customers requirements and strive to exceed
customers expectation
Statement

CI

PI

NI

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 process

Statement

CI

PI

NI

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 benefit
Statement
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

CI

PI

NI

Help people derive satisfaction from their work

Make people enthusiastic and proud to be part of the
organization

SYSTEM APPROACH
Identifying, understanding and managing a system of interrelated processes for a
given objective improves the organization efficiency and effectiveness
Statement

CI

PI

NI

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 IMPROVEMENT
Continual improvement should be a permanent objective of the organization
Statement
Make continual improvement of processes and system
an objective
Apply the basic improvement concept of incremental
improvement and breakthrough improvement

CI

PI

NI

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 MAKING

Effective decisions are based on the analysis of data and information
Statement

CI

PI

NI

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 RELATIONSHIP

An organization and its supplier are interdependent, and a mutually beneficial
relationship enhances the ability of both to create value.
Statement

CI

PI

NI

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?