Jimred M. Narido | Ken Omar S. Escalante | Ma. Celina P. Borines
This case study determined the Total Quality Management procedures, implementation and sustainability of the quality for the customers and employees of Army Navy in Halang, Calamba City. Survey and follow-up interviews involving the leaders, employees, customers were conducted. Using the descriptive-evaluative method, the actual observation was compared to the Total Quality Management standards through the interpreted percentage. Results showed that the Army Navy in Halang, Calamba City has a set of Total Quality Management standard procedures in terms of Leadership, Strategic Planning, Customer Focus, Measurement, Analysis and Knowledge Management, Workforce Focus, Operation Focus and Results. It ascertained the perceived product and service quality of customers. Moreover, the facilities observed by the researchers differed from the standard set by the hospitality industry. The identified Total Quality Management standards being implemented in Restaurant Environment and Service obtained very good ratings. The researchers recommended that the Army Navy in Halang, Calamba must continue implementing and polishing the policies and procedures that the establishment has in order to improve and enhance the TQM Standard procedures and practices and to achieve and maintain superior customer satisfaction. The leaders must also continue implementing the standard procedures to maintain the service quality provided by its workforce. Likewise, the leaders should empower the employees by conducting continuous trainings and meetings to increase their awareness on the standard procedures on handling and avoiding guest complaints. In general, the observed Total Quality Management standard procedures being implemented in the establishment conform to the standard set by the hospitality industry.
ISSN 1908-3866 (Print)
Philippine E-Journals
