The role of Quality Management System in Organizational Performance of Service Providers in the Philippines

Junio, Jana Armela Romero (2024) The role of Quality Management System in Organizational Performance of Service Providers in the Philippines. Masters thesis, Dublin, National College of Ireland.

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Abstract

The aim of this study is to investigate the role of Quality Management System (QMS) on the organisational performance of service providers in the Philippines. Through conducting in-depth interviews with personnel in the managerial position in various sectors, specifically property management and construction, this research explored the impact, contributors, challenges and strategies associated with the implementation of QMS. The study addresses three research questions: the effects of QMS on organisational performance, the contribution of QMS to performance metrics, and the challenges encountered during the implementation process. The findings of this study reveals a positive effect of QMS on the organisational performance in terms of operational efficiency, financial performance, branding, and customer-satisfaction. It also highlighted process standardisation and organisational culture as critical factors influencing QMS adaptation. The challenges encountered during QMS implementation were also identified such as time management and workload, resistance to change, high attrition rate and unfamiliarity or lack of knowledge of the management system. To overcome these challenges, the findings of this study identified continuous improvement, regular process reviews and workshops or trainings as effective strategies.

This study is valuable to organisations, policymakers and researchers seeking to explore the role of QMS on organisational performance. It provides practical recommendations to instill a qualitycentred culture and enhance organisational outcomes through QMS implementation. For further research within the same context, it is recommended to conduct a longitudinal study, explore the impact on different sectors other than property management and construction, and to analyse cultural and behavioural influence in terms of QMS adaptation.

Item Type:	Thesis (Masters)
Supervisors:	Name Email Cunnane, Geraldine UNSPECIFIED
Subjects:	H Social Sciences > HD Industries. Land use. Labor > HD28 Management. Industrial Management H Social Sciences > HM Sociology > Organisational Behaviour > Organisational Culture H Social Sciences > HD Industries. Land use. Labor > HD28 Management. Industrial Management > Total Quality Management
Divisions:	School of Business > Master of Science in Management
Depositing User:	Ciara O'Brien
Date Deposited:	12 Aug 2025 12:19
Last Modified:	12 Aug 2025 12:19
URI:	https://norma.ncirl.ie/id/eprint/8513

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