This lesson is intended for students taking their on-the-job training and who wishes to enhance their knowledge on quality management and governance.

3. The forces that influence the future of
quality in the practice of TQM are: those
that differentiates and correlates the
quality of products and services in the 8
quality dimensions which are:
Performance (operating practices);
Features (bells and whistles of a product);
Reliability ( the probability of survival);
Conformance (matching of standards
between planned and expected);
Durability (amount of use until replacement
is preferable); Serviceability (reparability);
Aesthetics (How it looks, feels, sounds,
tastes, smells); Perceived Quality
(subjective assessment based from image,
ads brand names)

4. PRODUCT: CONSUMER GOODS
TYPE : AUTOMOBILE (CARS)
BRAND : FORD TAURUS vs HONDA
ACCORD
IMAGE : CORPORATE LEADERSHIP
VALUE : TEAMWORK, PROCESS
IMPROVEMENT, AND
CONTINUOUS
IMPROVEMENT
TOTAL QUALITY MANAGEMENT:
MALCOLM BALDRIDGE NATIONAL
QUALITY AWARD- 1987
SHIFTED TO THE SERVICES SECTOR

5. PRODUCT: SERVICE GOODS
TYPE : EDUCATION
BRAND : ATENEO vs DE LA SALLE
IMAGE : SPORTS/ACADEMIC
LEADERSHIP
VALUE : TEAMWORK, PROCESS
IMPROVEMENT, AND
CONTINUOUS
IMPROVEMENT
TOTAL QUALITY MANAGEMENT:
PACU-COA, PAASCU- Accreditation on
Programs
SHIFTED TO ISO- SOPs & Protocols,
Transparency, Equity, Performance
Excellence, Globalization

15. 1. How might TQ apply to your
personal life?
2. Cite an example in which you
did not purchase a product or
service using the following
identifiers: