THE TOTAL QUALITY MANAGEMENT OF SELECTED

FOOD STALL OF UNIVERSITY OF NORTHERN PHILIPPINES

In Partial Fulfilment of the

Requirements for the Degree
Bachelor of Science in Business Administration
Major in Human Resource Development Management

John Rey Tacuyog

Arsen Tabisula
Marc Elden Bueno
Orencio Padua Jr.
Evander Soriano
John Jomar Rubio
Juden Tenorio

October 2019
 Chapter I
THE PROBLEM

Introduction
These days food stalls are so popular, these stalls can be seen anywhere; inside or outside

of schools or universities, park, airports and even in such events like trade fair and festivals.

Filipinos love food, instead of going to expensive eateries, we always want the more convenient,

fast, clean and freshly cook food. More people are eating outside the home and meet their

demand, there is widening and diversity in the nature and type of food where the stalls offer also

the expansion of the industry and increasing pressures for improvement of professionalism in

food services. In this case, some high technological and social companies create a more

convenience food services, these are what they call the food deliveries, in example of this are

Food Panda and Grab. With a use of the smartphone and the different applications for the

deliveries will automatically receive their order in just sort of time, it is popular to those people

who cannot get out of the house or to leave at work.

Food stalls can be classify in different types of food and services they offer, some of these

are the beverage types of stalls; milk tea shop, frappe and coffee shop. Also the food stalls in

examples are: siomai house, potato corner (French fries), sisig house and so much more. But the

most popular is what they call “Carinderia” , this eateries offers a different kinds of food, either

“meryenda’s” (snacks), breakfast menu, lunch and even dinner.

Upon this research paper that we conduct, we only focuses of the some selected food

stalls inside the University of Northern Philippines campus, to determine the total quality

management of these selected food stall.

 Our group create different ways of knowing the quality management of this selected food

stalls. In this part of the activity, we make sure to our respondents that this study will be kept

confidentially for their own good. In the other hand, we also introduce to them the true quality

management for improving their food services. These kind of activity have given as the strength

and hope to create a total quality management for food services, to develop our knowledge upon

this kind of business, and as a human resource student we had a strong sense of purpose on how

to manage a certain group of people or employees.

Statement of the Problems

This study aim to describe and to determine the total quality management of the selected

food stalls of the University of Northern Philippines.

Specifically, it sought to answer the following:

1. What is the profile of food stalls or store owner/manager, employees and customers along

the following:

a. Personal – related factors

a.1 Name,

a.2 age,

a.3 sex,

a.4 citizenship,

a.5 civil status,

 a.6 educational attainment, and

a.7 training and seminars attended?

a. Personal – related factor of the employee

a.1 name,

a.2 age,

a.3 sex

a.4 citizenship,

a.5 civil status,

a.6 educational attainment, and

a.7 trainings and seminar attented?

a. Personal – related factors of the customer

a.1 name,

a.2 age,

a.3 sex

a.4 citizenship,

a.5 civil status, and

a.6 educational attainment?

b. Business – related factors

b.1 number of employees,

b.2 profit,

b.3 monthly salary,

b.4 number of menu, and

b.5 food and sanitation certificate?

2. What is the level of the Total Quality Management of the selected food stalls of the

University of Northern Philippines?

a. improvement,

b. supplier partnership,

c. customer focus,

d. leadership,

e. team work, and

f. training?

3. What is the level of customer satisfaction of every selected food stalls of the University

of Northern Philippines?

a. food,
 b. process,

c. sanitation,

d. employees?

Scope and Delimitation

This study aim to determine the level of total quality management of selected food stalls

of the University of Northern Philippines. The food stalls are located in the north part of the

UNP-campus, our populations are the following: Gabred Canteen, Mapaulachan Eatery, EJ

Nikki’s Foodmart, and Clarissa Joy Food Stop. This study is composed of different TQM

elements in order to know about food satisfaction of the selected food stalls.

Theoretical Framework

This section presents significant theories and research findings that are related to the

research study.

On Food Stalls

We are witnessing a particular food phenomenon. If in the past “nouvelle cuisine”

and “fusion cuisine” were the top interest for people involved in the “food movida”, now a

new, old kind of food is having global success; we are talking about FOOD STALLS.

In the history of great civilizations, food has always had an important place, as a key

source for social, economic and cultural improvement; from the Sumerians of Mesopotamia

to the millennia of Chinese culture, human beings have always paid attention to the pursuit
of sustainable food, as an important foundation of a lasting civilization. Food Stalls plays

an important role in human consumption; since the beginning of the world's first

populations, street food has represented the base of alimentation for the largest quantity of

people. Because food stalls is so important and has such a rich history, we want to be clear

about what we mean by “Street Food”.

Street Food refers to a class of food that shows a specific characteristic: the moment

of preparation of the dish can be separated from the moment of cooking - by space and time

- in a way that does not substantially affect the final outcome of the product. This element

is essential to understanding the meaning of Street Food as something edible that is cooked

it in the street while people are simultaneously purchasing and eating it.

(Source: http://www.palermostreetfood.com/a-theoreticalhistorical-discussion-of-street-food)

On Food Satisfaction

Somewhere along the way, food gained a reputation as being primarily fuel. And while

we certainly need all kinds of food to give us energy and keep us feeling our best, food is far

from being simply fuel. Food connects us to our cultures and our families. Food helps us

celebrate life’s big occasions. Food is delicious, pleasurable and satisfying…or at least it should

be.

If you listen to popular opinion (aka diet culture) you’d likely think the only foods that

are acceptable to fill your plate with are ones that are beneficial to your physical health. Ones

that provide certain amounts of protein or have less than a certain number of calories. Often
times with this type of thinking enjoyment becomes the last criteria used to determine if we’ll

consume a meal or snack.

Satisfaction (or dissatisfaction) plays a large role in our relationship with food. In fact,

eating foods we find to be enjoyable allows us to experience freedom at mealtime as well as to

explore new types of food. Not long ago, I chose meals or snacks simply based on what I viewed

to be healthy or not. For example, I regularly paired hummus with cut up vegetables for a snack

because in my mind, the more vegetables the better. However, I never really found it to be a

satisfying snack. Now, I pair hummus with pretzels or crackers and find it to be one of my most

enjoyable snacks. For me, embracing food satisfaction means choosing foods based on what my

body, soul and emotions are craving.

As with intuitive eating, allowing satisfaction to help guide your food choices takes

patience, compassion and practice. However, there are a few ways you can practice listening to

your inner voice to discover which foods you truly find enjoyable.

Source: (https://karalydon.com/intuitive-eating/3-ways-to-experience-more-food-satisfaction/)

On Total Quality Management

Total quality management (TQM) is the continual process of detecting and reducing or

eliminating errors in manufacturing, streamlining supply chain management, improving the

customer experience, and ensuring that employees are up to speed with training. Total quality

management aims to hold all parties involved in the production process accountable for the

overall quality of the final product or service.

 TQM was developed by William Deming, a management consultant whose work had a

great impact on Japanese manufacturing. While TQM shares much in common with the Six

Sigma improvement process, it is not the same as Six Sigma. TQM focuses on ensuring that

internal guidelines and process standards reduce errors, while Six Sigma looks to reduce defects.

Total quality management (TQM) is a structured approach to overall organizational

management. The focus of the process is to improve the quality of an organization's outputs,

including goods and services, through continual improvement of internal practices. The standards

set as part of the TQM approach can reflect both internal priorities and any industry standards

currently in place.

Industry standards can be defined at multiple levels and may include adherence to various

laws and regulations governing the operation of the particular business. Industry standards can

also include the production of items to an understood norm, even if the norm is not backed by

official regulations.

TQM is considered a customer-focused process and aims for continual improvement of

business operations. It strives to ensure all associated employees work toward the common goals

of improving product or service quality, as well as improving the procedures that are in place for

production. While TQM originated in the manufacturing sector, its principles can be applied to a

variety of industries. With a focus on long-term change over short-term goals, it is designed to

provide a cohesive vision for systemic change. With this in mind, TQM is used in many

industries, including, but not limited to, manufacturing, banking and finance, and medicine.

These techniques can be applied to all departments within an individual organization as

well. This helps ensure all employees are working toward the goals set forth for the company,
improving function in each area. Involved departments can include administration, marketing,

production, and employee training.

Conceptual Framework

This section of the study presents the variable of the study.

INPUT PROCESS OUTPUT

Profile of Owner/manager,
employee, and customers

1.Sex
The Level of Total Quality Customer Satisfaction of
2.Age Management of selected selected Food Stalls of UNP
Food Stalls of the
3.Citezenship University of Northern
Philippines
4.Civil Status 1.Food
1.Improvement
5. Educational Attainment 2.Process
2.Supplier Partnership
6. Trainings and Seminars 3.Sanitation
3.Customer Focus
4.Employees
4.Leadership
Business Related Factors
5.Team Work
1.Number of employees
6.Training
2.Profit
IMPACT

3.Monthly salary

4.Number of menu
Total Quality
5.Food and satisfaction Management of
Selected Food Stalls of
University of Northern
Philippines
 Figure 1. Conceptual Framework

The paradigm above shows the input, process, output and the impact of the study.

Furthermore, it shows the effect of using the elements of Total Quality Management with the

cooperation of the population and the respondents to see how the customers satisfied to the food

and services that the food stalls has, and feedbacks given by the researchers in the satisfaction of

food and services. It is expected that this level in performing the study has improvement after the

conduct of the research.

Operational Definition of Terms

Deliver - bring and hand over (a letter, parcel, or ordered goods) to the proper recipient or

address.

Food - any nutritious substance that people or animals eat or drink or that plants absorb

in order to maintain life and growth.

People - human beings in general or considered collectively.

Population - a particular section, group, or type of people or animals living in an area or

country.

Stall - a stand, booth, or compartment for the sale of goods in a market or large covered

area.

Assumptions

The following assumptions of the study:

1. The population and the respondents are satisfied to the food and services of food stalls.
 2. There are already improved at their services.

3. The food stalls become more successful and gained more profits.

Hypothesis

The researchers were guided by the following hypothesis:

1. There is no significant difference in the personal-related factor and the customer

satisfaction.

Research Design

On the The Level of Total Quality Management of selected Food Stalls of the University
of Northern Philippines

Statistical Range Item DR Overall Descriptive Rating

4.21 – 5.00 Very High Practiced (VHP) Very High (VH)

3.41 – 4.20 High Practice (HP) High (H)

Moderately Practiced (MP) Moderate (M)

2.61 – 3.40

Slightly Practiced (SP)

1.81 – 2.60 Low (L)

Not Practiced (NT)

1.00 – 1.80 Very Low (VL)

On the impact of the element Total Quality Management on Food Satisfaction

Statistical Range Item DR Overall Descriptive Rating

4.21 – 5.00 Very High Impact (VHI) Very High (VH)

3.41 – 4.20 High Impact (HI) High (H)

2.61 – 3.40 Moderate Impact (MI) Moderate (M)

1.81 – 2.60 Slightly Impact (SI) Low (L)

1.00 – 1.80 Not Impact (NI) Very Low (VL)

Data Gathering Procedures

The researchers asked permission to owners and managers of the selected food stalls of

UNP to conduct the study. Upon the approval, the researchers started to conduct the study on the

selected food stalls at the north part of the UNP main campus. During 1 st day, the researchers

conducted an interview to the owners/managers, employees as well as the customers, and the 2 nd

to 5th day, the researchers distributed questionnaires to the respondents.

Statistical Treatment of Data

The data gathered were treated using the following statistical tools:

1. Frequency and Percentage was used to describe the profile of Food Stall owners and

managers as well as the customers.

2. Mean assessed the level of Total Quality Management of Food Stalls of University of

Northern Philippines.

3. Multiple Linear Regression analysis determined the Food and Service Satisfaction.