Chapter I Introduction

Total Quality Management Total improve Quality quality Management of products (TQM) and is a comprehensive through and

structured approach to organizational management that seeks to the services ongoing refinements in response to continuous feedback. Total Quality Management (TQM) is an approach that seeks to improve quality and performance which will meet or exceed customer expectations. This can be achieved by integrating all quality-related functions and processes throughout the company. TQM looks at the overall quality measures used by a company including managing quality design and development, quality control and maintenance, quality improvement, and quality assurance. TQM takes into account all quality measures taken at all levels and involving all company employees.

Service / Product Dimensions of Quality

Objective of the Study College of Governance and Business Office is one of the active offices in the University of Southeastern Philippines. And since it is an office that deals with governance and business, we the BSBA 3-2 students would like to study the quality of their management. We believe that the office offers many services and transactions involving business

matter, and we are hopeful that this office is surely a TQM-oriented office. The primary purpose of our study is to prove the quality of service; the CGB Office has through conducting this research. And this also helps us complete our requirements in our subject this second semester, school year 2011-2012, the Total Quality Management.

Chapter II Result and Discussion

Brief Profile of the Office The College of Governance and Business is one of the newest colleges in the University of Southeastern Philippines. It was established last 2008 as College of Governance, Business and Economics through the initiative of Dean Sherlito C. Sable and the other faculty staff. And was changed to College of Governance and Business last 2011. The said office is operated by different professionals, such as Professors, Teachers, Doctors in Philosophy, Business Men and Women, Masters in Business Administration and at the same time Masters in Entrepreneurship, Public Administration, etc.

Mandate / Mission USEP shall produce world class graduates and relevant research and extension through quality education and sustainable resource management particularly, USEP is committed to:

Provide

quality

education

for

students

to

grow

knowledge, promote their well-rounded development, and make them globally competitive in the world at work. Engage in high impact research, not only for knowledges sake society; and but also for its practical benefit to

Promote entrepreneurship and industry collaboration.

Product/ Service The office offers quality service. According to Dr. Sable, CGB Office is unique and matchless when it comes to how transparent the office was and is to come. The office allocates different problems of the students both undergrad and graduates. Such as, grades, students files, consultations of research, one-on-one discussion with the professors, etc. But the primary services they offer are quality education for both graduate and undergrad students; as they provide and asses the needs and even the functional facilities in learning.

Courses Offered for Undergrad: BS in Business Administration (Bus. Econ.) BS in Entrepreneurship BS Agricultural Business BS in Communication Development BS in Public Administration

Courses Offered for Graduate MASTER of BUSINESS ADMINISTRATION o Corporate Management o Enterprise Development o Agribusiness Management o Cooperative Management

 MASTER SCIENCE DEVELOPMENT ADMINISTRATION MASTER SCIENCE DEVELOPMENT COMMUNICATION MANAGEMENT MASTER OF PUBLIC ADMINISTRATION o Organization Strategies o Public Fiscal Administration o Public Policy and Program Administrator

MASTER SCIENCE IN ENVIROMENTAL AND RESOURCE MANAGEMENT MASTER SCIENCE IN LOCAL AND LOCAL GOVERNANCE DOCTOR AND PHILOSOPHY o Development Administration o Development Research and Administration o Organization Study

Year in Operation Since the College was operated last 2008, the Office as well is already in the good service of about 4 years now and it will surely continue in the years to come because of the demand of the course they offer and the quality of service they render.

Number of Personnel The CBG office has composed of 44 Teaching Personnel, 4 NonTeaching Personnel, 6 Student Personnel.
Dr. Sherlito C. Sable, CGB Dean Extension Coordinator: Samuel O. Parami Research Coordinator: Elizabeth R. Espejo Associate Dean Department Head of Development Studies Department of Governance Studies Chairman: Carmelita P. Matinez Chairman: Mervin G. Gascon Faculty: Faculty: Rec E. Eguia Velouna R. Perez Marcello M. Angelia Aristeo C. Salapa Sophremiano B. Antipolo Silverio V. Magallon Jr. Elizabeth R. Espejo Neceas E. Galope Danila B. Pacoy Ma. Daisy S. Padao Gladys Florangel I. Ortiz Daisy M. Aluro Analiza P. Aguilar Ma. Luisa G. Sobrepea Department of Business Administration Chairman: Jolly J Laboy Faculty: Edeliza Gonzales Ma. Leah Cadena Rosefe Corlae Badoy Eulalio Patayon Remegio Gabuya Samuel Parami Gilbert Gordo Joeteddy Bugarin Hector Cadena Charito Sulatar Silverio Magallon Jr. Department of General Education Chairman: Minette Magada Faculty: Mary Ann Cacanata Myrna Mateo Mary Grace Agbas Christine Besana Gaudencio Abellanosa Salud Carriedo Cherry Ann Pilapil Emilinda Garillos Cherrelyn Campana Leonardo Rulida Surlita Sumugat Allan Navales

Facilities and Equipment The office has a high-tech facilities and equipment. It has the following Equipment: Air-condition Computer Set Wooden Chair Plastic Table Chair Electric fan Module Holler Cabinet Vacuum Projector Laptop Fluorescent Lights Fire Distinguisher Photocopier 4 15

7 1 6 1 12 7 - 15 2 2

TQM Related Practices Providers Perspective Challenges Faced Complains about Interventions The Faculty the a with Best Practices The Faculty has personal the contact students

the issue of the Local confronted Council Administration. etc.

governor, give advice,

with regards to the different concerns

 Customers Perspective o Product / Service Quality The quality of service in the office of CGB is rated as very good by the students since every concerns, inquiries, and questions of the students has given corresponding response of the different personnel in the office. o Observations / Experience According to the students perspective, the

management of the CGB office is well-supervised. o Problem Encountered The students didnt encounter any problem with in the office; instead they deliver problems from the student body to the office. Researchers Analysis The proponents/researchers appreciate the whole content of the research as we learned a lot of things and discovered different information that never been known. College of Governance and Business have excellent mandate whose aim is to provide the best and great service towards its constituents. Where we found out that it is not just only their protocol but rather than, the office put it into practice. In the years of operation, quality service where lay down into individual as they provide functional facilities to the students and faculties were individual can used for a better way of learning such as the technological equipments like laptop and projector as sort of a teaching aid device, intervene all issue in good approaches and manner where they believed that it is just part of their service towards self-development and in the future they know how to just, face-off and even

control. Developing ones best practices where everyone can testify and prove but they did not limit it beyond the best work they can, for the personnel itself have the attitude and well-personality as they entertain every individual, and lastly they enlarge its paradigm towards their continuing and unconditional service as they connive and give better education, best foundation and in short its excellent service. Chapter III Conclusion and Recommendation The researchers conclude that through the research, w

Appendices Guide Question Survey Questionnaire