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A survey on

SUSTAINING THE TOTAL QUALITY MANAGEMENT STRATEGIES IMPLEMENTED BY


JOLLIBEE FOODS STORES
PART I. PROFILE
Direction: Please check or write your answer on the space provided.
A. PERSONAL DATA
1. Age
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20 25

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41 45

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26 30

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46 50

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31 35

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51 and above

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36 40

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Female

2. Gender
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Male

3. Civil Status
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Single

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Widow

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Married

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Widower

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Separated

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Divorced

Vocational

B. EDUCATIONAL DATA
1. Highest Educational Attainment
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Bachelors Degree

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Masters Degree

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Doctors Degree

[ ] Others:
____________________

C. EMPLOYMENT DATA
1.

Employment Status
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Regular

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Management Trainee

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Others, (pls. specify): ________________

2. Rank or Position
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Restaurant Manager

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Product Quality Manager

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Service Quality Manager

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Others, (pls. specify): ________________

3. Length of Service
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1 year and below

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11 to 15 years

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2 to 5 years

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16 to 20 years

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6 to 10 years

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21 and above

4. Estimated Monthly Income


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Below P 10,000

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P 30,001 to P 35,000

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P 10,000 to P15,000

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P 40,001 to P 45,000

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P 15,001 to P 20,000

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P 45,001 to P 50,000

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P 20,001 to P 25,000

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Above P 50,000

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P 25,001 to P 30,000

PART II. TQM Knowledge


1. Are you Familiar with Total Quality Management?

[ ] Yes

[ ] No

2. In YOUR opinion, which of these words best define quality (You may answer as many as
you can)

a.
b.
c.
d.
e.
f.
g.
h.

High Cost (expensive)


Satisfying Internal Customer (within the organization)
Satisfying external customer (outside the organization)
Appearance
Increased profit
Value for money
Teamwork
Partnership between organization and supplier

3. Do you think that TQM will (or does) work in your organization?
a. Very well
b. To some extent
c. Wont work (if this is your answer, you may skip question no. 3 and 4)
d. Cant say (undecided)
4. Would a TQM program be beneficial to your organization?
a. Yes
b. No (if this is your answer, you may skip question no. 4)
c. Cant say (undecided)
5. TQM would be used to improve (not limited to one answer)
a. Project design
b. Cost estimating
c. Warranty claims
d. Reduce Change orders
e. Increase market share
f. Reduce lawsuits
6. Are you aware of any industry programs to implement TQM or of the IS9000 Standards?
Your Perception of Quality
7. What is your organizations perception of quality?
a. Elimination of defects
b. A tool to increase profits
c. A competitive advantage
d. Others (please specify) ______________________
8. How would you rate the importance of products/service quality?
a. Very important
b. Important
c. Somewhat important
d. Not important
e. Cant say
9. How would you rate customer satisfaction?

a.
b.
c.
d.
e.

Very important
Important
Somewhat important
Not important
Cant say

10. Please rate the potential for improvement within the following processes: (Scale of 1 to 5)
as 1 being the lowest and 5 being the highest
a. On-site supervision ___
b. Redesign ___
c. Testing procedures at job site ___
d. Certification of materials ___
e. Administration of change orders___
f. Close-out of projects or plans___
g. On-site safety managements___
h. Personnel management of employees___
i. Coordination with other members of a project ___
11. Order of importance:
a. Cost ___
b. Scope ___
c. Time (schedule) ___
d. Quality ___
e. Safety ___
Direction: Please check the corresponding bracket that shows your degree of agreement with the
following statements. Use the following scale as the basis for rating:
5 Strongly Agree
4 Agree
3 Undecided
2 Disagree
1 Strongly Disagree
5

12. TQM is a business strategy that allows organizations to


achieve all this and much more.

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13. TQM proves better productivity and positions quality as a


critical component of strategic business advantage.

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14. TQM identifies that the best measure of quality is matching


customer expectations in terms of service, product, and

experience.

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15. Among the major benefits of Total Quality Management is


improvement in Organizational Development.

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16. TQMs thrust on eliminating mistakes and improving


productivity contributes to accomplishment of targets faster.

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17. TQM frees up management time from redressing problems and


directs management time and effort to:
a.

increase production

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b.

extend the range of products

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c.

improve existing products

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a. elimination of non-confirmation and repetitive work

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b. elimination of waste costs and reject products

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c.

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19. The enhanced productivity brought about by TQM translates to
better profits for the organization and consequently better
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wages for employees.

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a. reducing prices

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b. improving existing products

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c. innovating new products

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18. The major benefits of TQM in terms of cost savings include:

elimination of repairs and reworks

d. process efficiency leading to improved profit per product


or service
e. fiscal discipline through elimination of unnecessary steps
and wasteful expenditure

PART III. Social and Cooperative environment impact


A. Competitive environment impact
1. The application of Total Quality Management brings forth allround benefits and makes the organization more competitive.
2. TQM proves that organizations retain their competitive
advantage by:

B. Technology Impact

1. Introduction of IT on quality management has contributed


greatly to the enhancement of quality awareness in the
improvement of product quality and in the reduction of quality
costs.

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2. A positive impact of IT on TQM dimensions has a positive


impact on company performance

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5. Total quality management (TQM) and technology are fast


becoming essential features of business strategy for the success
of many leading organizations in the world.

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6. The company is using technology and adapting TQM for


sustaining competitiveness in the marketplace.

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7. TQM and technology play important and complementing roles


in improving the performance.

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8. IT responsiveness to the needs of TQM is a critical success


factor in the implementation of such an information-intensive
management system

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9. Both high technology firms and high technology TQM firms


perform significantly better than their low technology peers

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1. TQM proclaims a change in the work culture by educating all


employees on quality and making quality the concern of
everybody, not just the Quality Control department.

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2. The focus on quality leads to a proactive work culture aimed at


preventing mistakes rather than correcting mistakes.

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3. Total Quality Managements focus on teamwork leads to the


formation of cross-departmental teams and cross-functional
knowledge sharing.

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3. If IT affects TQM, a bigger use of IT should be positively


related with any impact of IT on TQM.
4. The information and management technologies strongly
correlate to TQM and serve as an enabler to quality
performance.

C. Internal Controls Impact


<insert questions here>
PART IV. Economic and Financial impact
A. Employee empowerment impact

4. Improvement in communication skills of individual employees


and overall organizational communication

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5. Knowledge sharing, resulting in deepening and broadening of


knowledge and skill-set of team members, and the making of a
Learning Organization

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6. The resulting free time allows employees to enhance their


knowledge and apply their creativity to improve existing
products and develop new products.

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1. TQM demolishes the myth that increased quality results in


increased costs and decreased productivity.

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2. TQM proves that quality is actually the key to decreased costs.

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3. TQM aims at improving quality of products and services.

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4. Flexibility for the organization in deploying personnel,


contributing to rightsizing, and ensuring cost competitiveness.

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7. Improving process efficiency brings about many benefits to the


organizations in terms of costs and time.
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7. TQMs thrust on quality leads to identifying skill-deficiencies


in employees and providing training and other interventions to
bridge such deficiencies.
8. Cross-functional and cross-departmental teams allow
employees to share their experience and solve issues jointly,
leading to benefits such as broadening skill-sets, and
improvement of existing skills.
B. Products and services impact

5. TQM extends the ownership of the business process to each


employee involved in the process by empowering them to
rectify mistakes on the spot without supervisor review or
action.
6. TQM generates intrinsic motivation and creates an atmosphere
of enthusiasm and satisfaction among the workforce.

8. TQM addresses key problem areas such as mistakes in work


processes, redundant processes, unnecessary tasks, and
duplicate efforts.
C. Customers satisfaction

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1. A major long-term benefit of Total Quality Management


relates to customer satisfaction

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2. TQM interventions quantify problems and aim to achieve the


best state defined in terms of such customer expectations.

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a. Reduction of waiting time by changing the method of


appointment scheduling or client handling.

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b. Making changes to the delivery process so that the product


reaches the customer faster

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c. Better quality products requiring no reworks improving


customer loyalty

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3. Application of TQM to improve customer satisfaction


includes:

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