The Impact of Quality Management Systems of Selected Businesses in Caraga Region, Philippines

Gary Cris R. Pelegrino; Emilio D.  Matheu Jr.

doi:10.47175/rissj.v7i2.1287

Gary Cris R. Pelegrino Saint Michael College of Caraga/University of San Jose-Recoletos, Philippines
Emilio D. Matheu Jr. University of San Jose-Recoletos, Philippines

DOI: https://doi.org/10.47175/rissj.v7i2.1287

Keywords: Quality management system (QMS), ISO 9000, business performance, customer focus, process improvement

Abstract

This research intended to study the impact of quality management systems (QMS) of selected businesses in the Caraga Region, Philippines. Specifically, it sought to determine the effect of QMS in terms of customer focus, leadership, engagement of people, and process improvement, as well as assess significant differences in respondents' evaluations based on company and position. Additionally, the study aimed to propose improvements based on the findings. Using the descriptive survey method, a researcher-made questionnaire was employed for data collection, supplemented by online interviews and focus group discussions (FGDs). Key findings revealed that QMS had a great effect on customer focus, leadership, and engagement of people, while process improvement showed a very great effect. Statistical analysis using Friedman’s test indicated no significant difference in responses between companies, but ANOVA tests revealed significant differences across all areas when grouped by position (management, part-time, and regular full-time employees).

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