Sustaining TQM in an ISO 9001:2008-Certified Philippine Local Government Unit: The Case of San Fernando City, La Union

Patrick Carlos De Leon1,*

Author Affliations

1University of the Philippines Diliman Extension Program in Pampanga
*deleonpatrick2@gmail.com

Abstract

Administrative Order No. 161, Executive Order No. 605, and Government Quality Management Committee Memorandum Circular Nos. 2016-1 and 2017-1 have made the ISO 9001 quality management system standard and Total Quality Management (TQM) model a part of the productivity and performance measurement and/or quality improvement programs of the Philippine Government. This study looked for the factors that affect the sustainability of TQM/ISO 9001 adoption in San Fernando City, La Union – one of the seven ISO 9001:2008 – certified local government units in the Philippines as of 2015. The study found the sustainability factors to be: (1) the six key elements for TQM implementation by Besterfield et al. (2003), namely, senior management commitment and/or the presence of a TQM/ISO 9001 driver, quality council, role of middle managers or supervisors, communication, training, and customer, employee, and supplier surveys; (2) consideration of Filipino cultural values by Andres (1996); and (3) the frequency and nature of leadership change.