Philippine E-Journals

Constructing the Constructs of Quality Management and Work Productivity from the Lenses of Two Generational Cohorts: Millennial and Non-Millennial

Roberto DV Revilla | Zandra N. Maningas | Floricon V. Encabo

 

Abstract:

The research aimed to 1) (re)construct views of Millennia’s and Non-Millennia’s vis-a-vis its impact on delivery of quality service; increasing work productivity; maintenance of facilities and equipment; and building up institutional image; 2) ascertain how these two generational cohorts deliver quality outcomes; and 3) draft policy interventions that can address management needs two generational cohorts in terms of sustaining Quality Management efforts. Eight millennia’s and nine non-millennia’s research participants, comprising faculty members, administrators, and employees in First Semester of AY 2014-2015 served as research respondents. This descriptive study employed qualitative analysis of data gathered using focus group discussion. Results revealed that both generational cohorts look at QM as a culture, one that requires objective evidence, CI, and delivery of quality service; and something that must be communicated and implemented or managed by open- minded and innovative leaders. Further, the generational cohorts have similar views on the policy intervention that can be made to sustain the QM such as effective communication; QMS design improvement, and continual review of processes. A quality management framework was developed using the lenses of two generational cohorts that can be tested in Letran Calamba and other higher education institutions.