Total Quality Management System

 

Interview about Quality Management System

 By: Yvonne A.

            Last November 19, 2016, the group interviewed Mr. Roland F. Malafu, the Quality Assurance Head of the University of the Cordilleras, who happened to be in the service for almost 25 years. During the interview, the group asked the following questions: What is Quality to you? What are the benefits of a Quality Management System? How did quality affect your life? Do you have any previous experiences as a Quality Control Manager? What is the most critical defect you found in your recent projects? and What is your advice to the future quality practitioners and to the students?

            Mr. Roland Malafu defined quality as the customer’s satisfaction with a particular product or to a particular service, the degree of excellence, and whether it fits the purpose for which that product or service has been cited. He also mentioned the benefits of Quality Management System by defining first the term Quality Management system wherein QMS is how you are to manage it, how you are to process it, how you are to deliver it and how you are to implement it. When it comes to the system, it is the atmosphere that an individual feels when he is receiving a particular product or service and how everyone treats everybody. In totality, QMS speaks about the total implementation of the provision of service to its customer. Going back to the benefits of the Quality Management System, he cited the following: Happy customer, the customer is satisfied, their smile, and the delight that they feel. As to the organization, the more customer you have, the higher profit, and the higher profit, the prosperous the organization is and the happier the customer is, either internal or external. According to him, quality makes his day happy in the sense that he knows where to find the things that he is looking for at the fastest possible time, easy accessibility, and retrieval that can be applied in the office. He also mentioned that he hasn’t had any experience being a Quality Control Manager, he was just trained for six months by a consultant wherein he learned the ropes. From scratch, he was able to learn many things that he applied in the office and in the University even at home. The most critical defect that he experienced and still experiencing up to the present time is how new things or change would be accepted into the system of those who have been in the organization for a long time, how he will be able to sell the ideas to every member of the organization wherein he has to do lots of strategies so that every member would be able to assimilate and accept the change. Before the interview ends, he first gave some piece of advice to students and for the future quality practitioner, wherein he cited that students and future practitioners should accept that change should really have to proceed and along that change is a continuous improvement and the more you accept a continuous improvement you will go along with change.

            Having the opportunity to interview a very good person engaged in the quality industry is such an honor. In the phase of the interview, the interviewers learned lots of ideas even though the interview only took up 30 minutes. The group collaborated their ideas together with regards to the things they learned from the interview. According to them, Quality Management has been an integral process in every service delivery in every establishment. In many respects, TQM represents a contemporary approach to supervising innovation and change, analytically solving customer problems, and continuous quality improvement. Quality is really important because it contributes to anyone’s success, in return the more successful you are, the happier you are, and if a change will approach, learn to accept it and learn how things works and how to help in the improvement of every aspect that affects either the internal or external factor.