Philippine E-Journals

Factors Affecting Total Quality Management among Government Offices during COVID-19 Pandemic

Grace Meroflor A Lantajo

 

Abstract:

The study was conducted to determine the underlying factors affecting total quality management during the Covid-19 pandemic. The study used a qualitative non-experimental research design using exploratory factor analysis. A total of 120 respondents were recruited through stratified random sampling among government agencies in Davao city to answer a 30-item researcher-made questionnaire. Results of the study revealed that most of the respondents were college graduates, female, and have permanent occupational status. The findings show four factors affecting total quality management during a pandemic: challenges in the workplace, flexibility in keeping quality process, entrenching a culture of quality, and management involvement. A framework on factors affecting total quality management during the pandemic was developed. It was recommended that Government agencies should provide a clear guideline by adopting new procedures in the application of TQM in the new normal, conduct virtual seminars and trainings to employees, innovate strategies and mechanisms on the processes, top management must consistently monitor and control the system, focus on improving, listen feedbacks on clients and respond to change for quality service.