Total quality management and organizational change: A case study on the Philam Asset Management, Inc.

• Main Author: Del Fierro, Lani Rose
• Format: text
• Language: English
• Published: Animo Repository 2002
• Online Access: https://animorepository.dlsu.edu.ph/etd_bachelors/17211
• Institution: De La Salle University

This paper is a qualitative study focused on the perceived changes of the Philam asset Management, Inc. (PAMI) employees on the integration of the Total Quality Management (TQM) in the organization's operations and practices. Benefits and problems associated with TQM as well as coping strategies to address these problems were assessed. Five managers from the different departments of PAMI were interviewed and 20 employees were given structured survey instrument to draw data regarding the topic. Data gathered through the interviews were content analyzed while the survey results were interpreted by using descriptive statistics. The managers' interviews show that TQM was adopted by PAMI to improve organizational effectiveness and customer satisfaction. Specific concrete benefits of TQM, that is, customer satisfaction, client population, and added skills to the employees, outweighs the encountered problems encountered by the organization. Problems reported include adjusting to new ideas/concepts and resistance to change due to perceived threat on one's status/expertise in the organization. To address these problems, coping strategies such as trainings and maintaining an open line of communication serve as the top two priorities of the managers. On the other hand, survey results/responses showed similar findings. Result showed that employees are fully aware of TQM and that system is in place to continuously improve the quality in the organization. Hence, depicting a high level of employees involvement in the process. The integration of TQM in the organization's operation, which promotes employee participation and consequently empowers employees, serves as a motivator towards positive reaction towards organizational change.