GROUP 2

BIT 4-Z
M E M B E R

Emmanuel Muldon
Jessie Bash Etcobanez
Lorenz Rublica
Romeo Gariando Cruspero II
J a y M a r k T. L e o s a l a
5. ISO CERTIFICATION
ISO certification is a seal of approval from a third-party body that a company runs to
one of the international standards developed and published by the International
Organization for Standardization (ISO).

Numerous certification bodies exist, which audit organizations and upon success,
issue ISO 9001 compliance certificates. Although commonly referred to as "ISO 9000"
certification, the actual standard to which an organization's quality management system
can be certified is ISO 9001:2015

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5.1 QUALITY MANAGGEMENT
SYSTEM
A quality management system (QMS) is defined as a formalized system that
documents processes, procedures, and responsibilities for achieving quality
policies and objectives. A QMS helps coordinate and direct an organization’s
activities to meet customer and regulatory requirements and improve its
effectiveness and efficiency on a continuous basis.
These benefits offer additional advantages

• Defining, improving, and controlling processes

• Reducing waste

• Preventing mistakes

• Lowering costs

• Facilitating and identifying training opportunities 3

5.2 ENVIRONMENTAL
MANAGEMENT SYSTEM
An Environmental Management System (EMS) is a set of processes and practices that enable an organization to
reduce its environmental impacts and increase its operating efficiency.

• This site provides information and resources related to establishing an EMS for small businesses and private industry,
as well as local, state and federal agencies

• Serves as a tool, or process, to improve environmental performance and information mainly "design, pollution control
and waste minimization, training, reporting to top management, and the setting of goals"

• Is the aspect of the organization's overall management structure that addresses immediate and long-term impacts of its
products, services and processes on the environment. EMS assists with planning, controlling and monitoring policies in
an organization

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5.3 QUALITY AWARDS
• A prize to recognize excellence in organizations for their performance; generally given by government of nor profit
organizations after assessing their quality systems.

• The Quality Award is an independent assessment of organizational performance that provides information on how well an
organization operates. Doing so assists other organizations, government agencies, and non-profit organizations in
identifying best practices and achieving excellence

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6. COSTUMER SATISFACTION
• is defined as a measurement that determines how happy customers are with a company’s products, services, and
capabilities. Customer satisfaction information, including surveys and ratings, can help a company determine how to best
improve or changes its products and services.

• An organization’s main focus must be to satisfy its customers. This applies to industrial firms, retail and wholesale
businesses, government bodies, service companies, nonprofit organizations, and every subgroup within an organization

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6.1 SERVICE QUALITY
• A business with high service quality will meet or exceed customer expectations whilst remaining economically
competitive. Evidence from empirical studies suggests that improved service quality increases profitability and long
term economic competitiveness.

• improvements to service quality may be achieved by improving operational processes; identifying problems quickly and
systematically; establishing valid and reliable service performance measures and measuring customer satisfaction and
other performance outcomes

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6.2 FEATURES OF SERVICES
• Services are unique and four major characteristics separate them from goods, namely intangibility, variability, inseparability, and
perishability.

• Features of Services

4 Main Characteristics: Intangibility, Inseparability, Variability and Perishability

• Intangibility incapable of being touched

• Inseparability is used in marketing to describe a key quality of services as distinct from goods. Inseparability is the characteristic that a
service has which renders it impossible to divorce the supply or production of the service from its consumption

• Variability is the extent to which data points in a statistical distribution or data set diverge—vary—from the average value, as well as
the extent to which these data points differ from each other

• Perishability is the quality of a food, beverage or another product that makes it expire or spoil quickly.

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6.3 COSTUMER SATISFACTION
• a measurement we use to quantify the degree to which a customer is satisfied with a product, service, or experience. It measures
how a customer feels about a brand interaction

• this could be executed using many different survey design tactics, such as differing questions, survey response scales, and
collection methods. Sometimes, we collect these measures right after a transaction or other times at a fixed date in the customer
relationship

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6.4 KANO MODEL
• The Kano model is a theory for product development and customer satisfaction developed in the 1980s by Professor Noriaki Kano,
which classifies customer preferences into five categories.

• Must-be Quality - Simply stated, these are the requirements that the customers expect and are taken for granted

• One-dimensional Quality - These attributes result in satisfaction when fulfilled and dissatisfaction when not fulfilled. These are
attributes that are spoken and the ones in which companies compete

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6.5 COSTUMER REQUIREMENTS
• are the certain specific expectations of product features or characteristics with expected quality and value that should be present
in a product for it to be deemed useful and desirable by the customer. These are evolving expectations which will never be same
and keep evolving with changing times, generations, technology and trends.

• Types of Customer Requirements

• Tangible Functional Requirements - These are mostly the tangible characteristics, features or
specifications that a consumer expects to be fulfilled in the product

• Intangible Requirements - Intangible aspects of purchasing a product that a customer expects to be

fulfilled. It consists of elements like on-time delivery, service with a smile, easy-payment etc

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6.6 THE GOVERNMENT
CITIZEN’S CHARTER
• In keeping with the policy of the State (R.A. 9485) to promote integrity, accountability, proper
management of public affairs and public property as well as to establish effective practices aimed at
the prevention of graft and corruption in government, the IPOPHL has adopted its own Citizens
Charter containing the procedures, fees, processing time, and requirements for our services

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THANKYOU GUYS

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