MARIANO MARCOS STATE UNIVERSITY

College of Business, Economics, and Accountancy

STUDENT ACTIVITY SHEET

BA 26 Operations Management (TQM)

NAME: NYL JERICHO A. VALENTE CLASS SCHEDULE: TTH 8:00-9:30

COURSE & BSBA-MM 2a COURSE SUBJECT: BA26
YEAR:
TITLE OF FINAL EXAMINATION-PART 2 STUDENT NUMBER: 20-030802
ACTIVITY:

ESSAY

1. What is TQM? It is applicable to your quest for a better future? How? Explain in not less
than 100 words. (5 pts.)
Total Quality Management in a simple sense comprises the different activities
and approaches done in achieving continuous improvement and overall quality of
product, services, and processes that satisfies both internal and external customers. It
involves every individual within and outside an organization which works together in
generating products and services that adheres to different quality standards. TQM is
applicable to our daily lives especially in the different processes and activities that we
are engaged in. TQM will help us establish our own criteria for performing our daily
activities for example the strict implementation of time management and doing things
the right way without mistakes. This will develop into our own standards that will guide
as into performing better not just in our daily life but in our future life also especially in
our job careers. We just need to standardize it or make it as a routine and then sustain
these practices to be able to carry it for future purposes.
2. In your own opinion, what do you think are the problems faced by the existing
accommodation facilities/tourism industry in Ilocos Norte that affect their national
competitiveness? Illustrate in a simple cause and effect diagram? (10 pts.)

CAUSES EFFECT

Materials Processes Manpower

Budgets for Accommodation Staffs are not well-

tourism industry is processes are trained/poor CSR
low incompetent
Poor
Lack of state of the art Lack of Training and Competitiveness
technologies Education
of
accommodation
Equipment/Facilities facilities/tourism
are old
industries in Ilocos
Poor Poor Quality Norte
Safety is low and
maintenance Management
risks are high

Equipment Environment Measurements

3. Basing from your answer in question number 2, suggest solutions to improve the existing
accommodation facilities. Outline your recommendations using the principles and
concepts learned in this course. (5pts)

#16S Quiling Sur, City of Batac, Ilocos Norte

 cbea@mmsu.edu.ph  (077) 600-3736 www.mmsu.edu.ph
 MARIANO MARCOS STATE UNIVERSITY
College of Business, Economics, and Accountancy

Solutions for the poor competitiveness of tourism/accommodation facilities in the region:

With the above presented aggregate causes the resulted to the poor performance of
accommodation businesses we have identified few solutions that can help steer back the
industry to contention.
I. Improve Training and Education- number one contributing factors to downfall of
businesses are customer dissatisfaction. It has been proven that poor customer
relationship of staffs are the main reason of this dissatisfaction that is why it is
necessary to reorganize and redesign the CSR system of this accommodation
businesses in the region. It can only be done thru a proper training and
education to all the staffs, members, and employees of every firm. They should
be well educated and well-trained in order to cater customers as well as to
address their complaints in an effective manner.
II. Integration of Total Productive Maintenance- another factor that may
contribute to this problem is the unmaintained facilities and equipment in these
accommodation businesses. When a customer sees that facilities are out or
order or unmaintained they may think that the firm is not in great shape which
will eventually led to the loss of customer. Effective Workplace or 5S should be
practice in order to maintain the good image of the business and all employees
not just the maintenance team should learn how to maintain the different
equipment and facilities within the firm’s premises.
III. Improve TQM- this is the main reason why the industry of tourism is faltering in
the region it is because of the lack of quality practices being applied. Quality
Standards should be applied in order to ensure that the practices, approaches,
and processes have quality so as to assure customers that the services provided
can satisfy them and that the environment is free of any kind of risks.

#16S Quiling Sur, City of Batac, Ilocos Norte

 cbea@mmsu.edu.ph  (077) 600-3736 www.mmsu.edu.ph