Republic of the Philippines

NUEVA VIZCAYA STATE UNIVERSITY

Bayombong, Nueva Vizcaya
INSTRUCTIONAL MODULE
IM No.: BA02-1STSEM-2024-2025

College: ARTS AND SCIENCES

Campus : BAMBANG CAMPUS

DEGREE PROGRAM BSPA COURSE NO. BA 02

SPECIALIZATION COURSE TITLE OPERATIONS MANAGEMENT
YEAR LEVEL 3rd Year TIME FRAME 6hrs WK No. 10-11 IM No. 4

I. UNIT TITLE/CHAPTER TITLE : MANAGEMENT OF QUALITY

II. LESSON TITLE :

A. Evolution of Quality Management

B. The Foundations of Modern Quality Management: The Gurus
C. Insights of Quality Management
D. Quality Awards
E. Quality Certifications
F. Quality Tools
G. Quality Control
H. Inspection
I. Statistical Process Control

III. LESSON OVERVIEW

This lesson explores the comprehensive concept of quality management within the framework of
operations management, starting with the Evolution of Quality Management, which highlights how quality
practices have progressed over time. It examines the influence of The Gurus of Modern Quality Management,
focusing on pioneers like Deming, Juran, and Crosby, who laid the foundations of quality principles widely used
today. The lesson delves into the Insights of Quality Management, emphasizing key concepts that continue
to shape best practices.

We will discuss various Quality Awards, such as the Malcolm Baldrige National Quality Award, which
recognizes excellence in quality management, and Quality Certifications, including ISO standards that certify
adherence to quality management systems.

The lesson then explores the use of Quality Tools like Pareto charts and cause-and-effect diagrams
to aid in decision-making. Quality Control mechanisms are discussed, highlighting methods to maintain desired
quality levels. The importance of Inspection in ensuring product standards is analyzed, alongside techniques
in Statistical Process Control (SPC), which uses statistical methods to monitor and control processes.

By the end of this lesson, students will have a thorough understanding of the strategies, tools, and
systems integral to maintaining and improving quality in operational processes.

IV. DESIRED LEARNING OUTCOMES :

Upon completion of this module, the student should be able to:

a. Describe the historical evolution of quality management and explain how past practices have influenced
modern approaches to quality in operations management.
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purposes only and not for commercial distribution”.

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 Republic of the Philippines
NUEVA VIZCAYA STATE UNIVERSITY
Bayombong, Nueva Vizcaya
INSTRUCTIONAL MODULE
IM No.: BA02-1STSEM-2024-2025

b. Identify and compare the key contributions of major quality management gurus (e.g., Deming, Juran,
Crosby) and discuss their impact on current quality practices.
c. Analyze the core principles of modern quality management and apply these insights to real-world
scenarios in operations management.
d. Differentiate between quality awards and quality certifications and evaluate their significance in ensuring
and recognizing organizational quality standards.
e. Explain the concept of Total Quality Management (TQM) and describe how it fosters continuous
improvement across all levels of an organization.
f. Apply problem-solving techniques and process improvement strategies to enhance quality and efficiency
in operational processes.
g. Utilize quality management tools effectively (e.g., Pareto charts, cause-and-effect diagrams) to identify
and resolve quality-related issues.
h. Examine the role of quality control and inspection in maintaining product and service standards, and
discuss the advantages and limitations of each.
i. Interpret statistical process control (SPC) data to monitor and control processes, ensuring they remain
within defined quality limits.
j. Assess process capability and determine whether a process can consistently produce outputs that meet
quality specifications.

V. LESSON CONTENT:

A. EVOLUTION OF QUALITY MANAGEMENT

Quality Management refers to the systematic approach to ensuring that an organization's outputs consistently
meet customer expectations and standards. It has evolved through various phases, influenced by industrial
practices, global competition, and advancements in management theories.

Key Phases in the Evolution of Quality Management

1. Inspection Era (Early 1900s)

o Focus: Quality control began as an inspection-driven process. Factories had inspectors who
checked products for defects.
o Key Concept: "Defect detection" was the primary goal.
o Example: Henry Ford's assembly lines included quality inspectors to ensure cars met
specifications.

2. Statistical Quality Control (1920s–1940s)

o Developed By: Walter A. Shewhart at Bell Laboratories.
o Focus: Introduction of statistical methods to monitor and control manufacturing processes.
o Key Tools: Control charts, sampling techniques.
o Impact: Shift from defect detection to defect prevention.

3. Quality Assurance (1950s–1970s)

o Contributors: W. Edwards Deming, Joseph Juran, and Philip Crosby.
o Focus: Emphasis on building quality into the process rather than inspecting at the end.
o Concepts: Total Quality Control (TQC), Continuous Improvement, and "Quality is Free" by
Crosby.
o Example: The implementation of the Deming Cycle (Plan-Do-Check-Act).

4. Total Quality Management (TQM) (1980s)

o Definition: An organization-wide effort to improve quality at every level.

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 Republic of the Philippines
NUEVA VIZCAYA STATE UNIVERSITY
Bayombong, Nueva Vizcaya
INSTRUCTIONAL MODULE
IM No.: BA02-1STSEM-2024-2025

o Principles: Customer focus, employee involvement, continuous improvement, and process

approach.
o Impact: Quality became a strategic goal, not just a manufacturing concern.
o Example: Toyota's success with the TQM philosophy.

5. Six Sigma (1980s–1990s)

o Developed By: Motorola and later adopted by General Electric.
o Objective: Reduce variability in processes and achieve near-perfect quality.
o Methodology: Define, Measure, Analyze, Improve, Control (DMAIC).
o Impact: Data-driven decision-making for process improvement.

6. Lean Management (1990s–Present)

o Philosophy: Focus on waste reduction and maximizing customer value.
o Principles: Value stream mapping, just-in-time production, and continuous flow.
o Integration: Often combined with Six Sigma to create Lean Six Sigma.

7. Current Trends in Quality Management (2000s–Present)

o Emphasis: Sustainability, agility, and digital transformation (Industry 4.0).
o Technologies: Artificial Intelligence (AI) and Internet of Things (IoT) in quality monitoring.
o Focus: Adapting to changing market conditions and incorporating customer feedback swiftly.

B. THE FOUNDATIONS OF MODERN QUALITY MANAGEMENT: THE GURUS

The foundations of modern quality management are built on the insights, theories, and practices of several
influential figures, often referred to as "Quality Gurus." These pioneers have shaped how organizations perceive
and manage quality today, introducing concepts that remain integral to quality practices worldwide.

The Quality Gurus and Their Contributions

1. W. Edwards Deming
o Philosophy: Advocated for a holistic approach to quality improvement and stressed the
importance of continuous process improvement and reducing variation.
o Key Contributions:
▪ Deming’s 14 Points for Management: Guidelines for organizational transformation
and achieving quality.
▪ Plan-Do-Check-Act (PDCA) Cycle: A method for continuous improvement.
o Legacy: Played a pivotal role in Japan's post-war industrial resurgence and influenced global
quality standards.
2. Joseph M. Juran
o Philosophy: Emphasized the strategic role of quality management and the importance of top
management’s commitment.
o Key Contributions:
▪ Juran’s Trilogy: Focused on Quality Planning, Quality Control, and Quality Improvement.
▪ Concept of “Fitness for Use”: Quality should meet customer needs and expectations.
o Legacy: Advocated for quality as a management discipline and introduced the Pareto Principle
in quality.
3. Philip B. Crosby
o Philosophy: Known for the concept that “Quality is Free” and the idea that preventing defects
is more cost-effective than fixing them.
o Key Contributions:
▪ Zero Defects: Striving for no defects in production.

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 Republic of the Philippines
NUEVA VIZCAYA STATE UNIVERSITY
Bayombong, Nueva Vizcaya
INSTRUCTIONAL MODULE
IM No.: BA02-1STSEM-2024-2025

Four Absolutes of Quality Management: Quality is conformance to requirements,

▪
prevention is key, zero defects are the standard, and the cost of quality is the price of
nonconformance.
o Legacy: His work emphasized cost-saving through quality improvement and created widespread
awareness of quality in management.
4. Armand V. Feigenbaum
o Philosophy: Introduced the concept of Total Quality Control, emphasizing that quality should
be integrated across all departments.
o Key Contributions:
▪ Total Quality Control (TQC): A system-wide approach to quality that involves everyone
in the organization.
o Legacy: His work laid the foundation for the development of Total Quality Management (TQM).
5. Kaoru Ishikawa
o Philosophy: Advocated for simple quality tools that all employees could use and emphasized
the importance of company-wide quality control.
o Key Contributions:
▪ Cause-and-Effect (Fishbone) Diagram: A tool to identify root causes of quality problems.
▪ Quality Circles: Small groups of workers who meet regularly to discuss and improve
quality issues.
o Legacy: His work greatly influenced the quality movement in Japan and emphasized employee
involvement in quality improvement.
6. Genichi Taguchi
o Philosophy: Focused on designing products to be robust against variations in manufacturing
and usage.
o Key Contributions:
▪ Taguchi Methods: Statistical methods to improve product design and minimize variation.
▪ Loss Function: A concept to quantify the cost of poor quality in economic terms.
o Legacy: His methods revolutionized quality control in product design and manufacturing.
7. Shigeo Shingo
o Philosophy: Known for his work on lean manufacturing and just-in-time (JIT) production.
o Key Contributions:
▪ Poka-Yoke: Mistake-proofing techniques to prevent errors in production.
o Legacy: Instrumental in developing the Toyota Production System and making lean concepts
mainstream.

C. INSIGHTS OF QUALITY MANAGEMENT

Quality management in operations management involves the coordinated activities and actions that organizations
undertake to ensure their products and services meet customer expectations and regulatory requirements. It’s
crucial for businesses to integrate quality management principles throughout their operations to improve
efficiency, reduce waste, and enhance customer satisfaction. Quality management systems (QMS) are
frameworks that guide organizations in achieving quality standards and continuous improvement.

Key Components of Quality Management

1. Quality Planning:
This involves determining the quality standards relevant to the organization and ensuring they are met
through the planning process. It includes defining what quality means for the company and how it will
be measured.
2. Quality Control:
Quality control involves monitoring and measuring the product or service to identify defects and ensure

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 Republic of the Philippines
NUEVA VIZCAYA STATE UNIVERSITY
Bayombong, Nueva Vizcaya
INSTRUCTIONAL MODULE
IM No.: BA02-1STSEM-2024-2025

it meets the established quality standards. Tools such as control charts, statistical methods, and
inspections are used to detect deviations from standards.
3. Quality Assurance:
Quality assurance focuses on the process, ensuring that the systems and procedures are designed to
prevent defects in the first place. It aims to prevent errors by implementing standards and auditing
processes regularly.
4. Continuous Improvement:
The concept of continuous improvement (often embodied in methodologies like Kaizen) suggests that
processes should be consistently evaluated and improved upon. This can include refining processes,
reducing waste, or enhancing service delivery.
5. Total Quality Management (TQM):
TQM is a comprehensive approach that seeks to improve quality at all levels of an organization. It
emphasizes customer satisfaction, employee involvement, and integrated systems to create a culture
of continuous improvement.
6. Six Sigma:
Six Sigma is a data-driven methodology that focuses on eliminating defects in processes. It uses
statistical tools to measure and improve operational performance, aiming for near perfection (3.4
defects per million opportunities).
7. Lean Management:
Lean focuses on minimizing waste within manufacturing systems while simultaneously maximizing
productivity. The goal is to create value for the customer with the least amount of resources.

Insights and Benefits of Quality Management

Quality management practices provide insights into how organizations can optimize their operations, reduce
costs, and improve customer satisfaction. By continuously monitoring performance and addressing issues in
real-time, businesses can adapt quickly to changing market conditions and enhance their competitive
advantage.
1. Enhanced Customer Satisfaction:
Effective quality management ensures products and services consistently meet customer expectations,
improving loyalty and satisfaction.
2. Reduced Waste and Costs:
A focus on process optimization and defect reduction helps eliminate inefficiencies and minimize
waste, which lowers operating costs.
3. Improved Operational Efficiency:
Organizations that adopt quality management practices often experience better internal processes,
leading to higher productivity and faster turnaround times.
4. Risk Mitigation:
A robust QMS helps identify potential risks early in the production or service delivery process, allowing
for proactive measures to prevent issues.
5. Regulatory Compliance:
Quality management ensures that organizations meet industry standards and comply with legal and
regulatory requirements, avoiding penalties and maintaining their reputation.

Tools and Techniques in Quality Management

Some of the commonly used tools and techniques for quality management include:
• Pareto Analysis: A method for identifying the most significant causes of problems in the process
(80/20 rule).
• Fishbone Diagram (Ishikawa): A visual tool for identifying the root causes of a problem.
• Flowcharts: Diagrams that represent the sequence of steps in a process.
• Control Charts: Statistical tools used to monitor and control the variation in processes.

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 Republic of the Philippines
NUEVA VIZCAYA STATE UNIVERSITY
Bayombong, Nueva Vizcaya
INSTRUCTIONAL MODULE
IM No.: BA02-1STSEM-2024-2025

• Histogram: A graphical representation of the frequency distribution of data.

D. QUALITY AWARDS
Quality awards are recognition systems that are established to acknowledge the achievements of organizations
in implementing and maintaining high standards of quality in their operations. In the Philippine context, quality
awards are significant in driving continuous improvement, fostering competitive advantage, and promoting
excellence across various sectors of the economy. Quality awards not only celebrate organizational success but
also serve as a benchmark for others to strive toward.

Key Quality Awards in the Philippines

1. Philippine Quality Award (PQA): The Philippine Quality Award (PQA) is the highest national recognition
given to organizations for their commitment to quality management and excellence. It aims to promote
excellence in quality practices, encourage the adoption of global best practices, and help Filipino
organizations compete globally. The PQA is modeled after the Malcolm Baldrige National Quality Award
(MBNQA) of the United States and is administered by the Department of Trade and Industry (DTI).

Categories of PQA:
o Level 1: Recognition for the organization's commitment to quality.
o Level 2: Performance excellence achieved through established and sustainable quality systems.
o Level 3: Full integration of quality into every aspect of the organization, including governance,
leadership, and corporate culture.
2. National Quality Awards for Government Service (NQAG): This award recognizes government
organizations that excel in delivering quality public service. It aims to encourage government agencies
to improve their operational processes, efficiency, and service delivery, ensuring that citizens receive the
best possible service.
3. ISO Certifications (International Organization for Standardization): While not a specific Philippine
award, many organizations in the Philippines pursue ISO certifications such as ISO 9001 for Quality
Management Systems, ISO 14001 for Environmental Management, and ISO 45001 for Occupational
Health and Safety Management. These certifications are recognized globally and serve as a mark of
excellence in operational processes.
4. Outstanding Filipino Quality Achievement Awards (OFQAA): This is a prestigious award given to
individuals and organizations in the Philippines that have made significant contributions to the promotion
of quality in business practices and public service. The award aims to encourage continuous quality
improvement at all levels of society.
5. CSC-DOLE Employer Award for Excellence in Employment Practices: This award is given by the
Civil Service Commission (CSC) and the Department of Labor and Employment (DOLE) to private and
government employers who adopt best practices in human resources, workplace quality, and worker
satisfaction.

Benefits of Quality Awards

1. Recognition and Prestige:
Winning a quality award raises an organization's profile, both locally and internationally, enhancing its
reputation and credibility in the market.
2. Improved Customer Satisfaction:
Quality awards drive organizations to improve their products, services, and overall customer
experience. Organizations that focus on continuous improvement are better able to meet customer
needs and exceed expectations.
3. Increased Efficiency:
The process of applying for and achieving a quality award requires a detailed analysis of internal
operations, which often leads to the discovery of inefficiencies and the implementation of
improvements.
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 Republic of the Philippines
NUEVA VIZCAYA STATE UNIVERSITY
Bayombong, Nueva Vizcaya
INSTRUCTIONAL MODULE
IM No.: BA02-1STSEM-2024-2025

4. Employee Engagement:
Winning quality awards often boosts employee morale as they feel their efforts and contributions are
recognized. This fosters a positive work culture and motivates employees to maintain high standards.
5. Competitive Advantage:
Organizations with recognized quality standards are better positioned to compete in both local and
global markets, as they demonstrate a commitment to quality and operational excellence.

Challenges in Achieving Quality Awards

While achieving a quality award is prestigious, it is not without challenges. The process can be resource-intensive,
requiring significant time, effort, and organizational commitment. Organizations must align their operations with
globally recognized quality standards, invest in training, and continuously monitor their performance to meet the
strict criteria set by the awarding bodies.

E. QUALITY CERTIFICATIONS
Quality certifications are recognized standards awarded to organizations that demonstrate a commitment to
maintaining high-quality processes, products, and services. These certifications serve as proof that an
organization adheres to internationally accepted practices, which can enhance its reputation, improve operational
efficiency, and increase competitiveness. In the Philippine setting, quality certifications play a crucial role in raising
business standards, promoting customer trust, and ensuring compliance with regulatory requirements.

Common Quality Certifications in the Philippines

Several quality certifications are recognized both locally and internationally, and many Philippine organizations
pursue these certifications to improve operations, meet customer expectations, and comply with industry
standards. Some of the most notable quality certifications in the Philippines include:
1. ISO 9001: Quality Management System (QMS)
o Description: ISO 9001 is an internationally recognized standard for quality management
systems. It provides a framework that helps organizations ensure they meet customer and
regulatory requirements. ISO 9001 focuses on continuous improvement and customer
satisfaction, making it one of the most widely adopted standards globally. In the Philippines,
many businesses, including government agencies and private firms, seek ISO 9001 certification
to enhance operational efficiency and gain a competitive edge.
o Benefits: Improved organizational processes, enhanced customer satisfaction, better risk
management, and increased market credibility.
2. ISO 14001: Environmental Management System (EMS)
o Description: ISO 14001 focuses on environmental management practices. It helps
organizations minimize their environmental impact and improve sustainability. As environmental
concerns continue to rise globally, ISO 14001 has gained importance in the Philippine setting,
particularly for companies in manufacturing and heavy industries.
o Benefits: Reduced environmental impact, cost savings on energy and waste, and enhanced
corporate reputation for sustainability.
3. ISO 45001: Occupational Health and Safety Management System (OHSMS)
o Description: ISO 45001 is a global standard for occupational health and safety management
systems. It aims to provide a safe and healthy workplace for employees by identifying and
mitigating health risks. In the Philippines, businesses that are involved in high-risk industries,
such as construction and manufacturing, often seek this certification to ensure the well-being of
their workforce.
o Benefits: Improved employee safety, reduced workplace accidents, enhanced legal compliance,
and improved organizational morale.
4. ISO 22000: Food Safety Management System (FSMS)

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 Republic of the Philippines
NUEVA VIZCAYA STATE UNIVERSITY
Bayombong, Nueva Vizcaya
INSTRUCTIONAL MODULE
IM No.: BA02-1STSEM-2024-2025

Description: ISO 22000 is an international standard that focuses on food safety management
o
systems. It helps organizations in the food industry ensure that their products are safe for
consumption, comply with food safety regulations, and meet consumer expectations. In the
Philippines, this certification is especially important for companies in food production,
processing, and distribution.
o Benefits: Enhanced food safety, compliance with regulations, and increased consumer trust.
5. Good Manufacturing Practices (GMP)
o Description: GMP is a certification for ensuring that products are consistently produced and
controlled according to quality standards. It is essential for businesses in the pharmaceutical,
food, and cosmetics industries. In the Philippines, GMP certification is required for manufacturers
to ensure their products are safe and of high quality.
o Benefits: Ensures product consistency and safety, minimizes the risk of contamination, and
increases customer confidence in the brand.

Importance of Quality Certifications in the Philippines

• Global Recognition: Quality certifications, such as ISO certifications, are internationally recognized and
enhance the credibility of Philippine organizations in global markets. This can lead to increased export
opportunities and partnerships.
• Compliance with Regulations: Many quality certifications, such as ISO 22000 and ISO 45001, help
organizations meet regulatory requirements, particularly in industries like food, healthcare, and
manufacturing.
• Improved Operational Efficiency: Achieving quality certifications often involves process improvements,
better resource management, and streamlined workflows. This leads to enhanced productivity and
reduced operational costs.
• Customer Trust and Satisfaction: Quality certifications assure customers that an organization is
committed to delivering high-quality products and services. This can improve customer loyalty and
retention.
• Competitive Advantage: Certification helps businesses differentiate themselves from competitors by
demonstrating their commitment to quality, safety, and sustainability.

Challenges in Achieving Quality Certifications

While obtaining quality certifications can bring significant benefits, there are challenges that organizations must
overcome:
1. Cost: The process of obtaining and maintaining quality certifications can be costly, particularly for small
and medium-sized enterprises (SMEs).
2. Time and Resources: The certification process often requires substantial time and resources to
implement necessary changes, conduct audits, and ensure compliance with standards.
3. Continuous Monitoring and Improvement: To maintain certification, organizations must continuously
monitor their processes and strive for improvement. This requires ongoing commitment from
management and staff.

F. QUALITY TOOLS
Quality tools are essential instruments used in operations management to ensure that products and services
meet desired standards of quality. These tools help in problem identification, process improvement, and decision-
making to achieve optimal operational efficiency. In the Philippine setting, various quality tools are employed by
companies across different industries to improve product quality, reduce costs, and enhance customer
satisfaction.

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 Republic of the Philippines
NUEVA VIZCAYA STATE UNIVERSITY
Bayombong, Nueva Vizcaya
INSTRUCTIONAL MODULE
IM No.: BA02-1STSEM-2024-2025

Quality tools are typically part of quality management systems (QMS) and are often used in combination with
other tools to create a comprehensive approach to quality improvement. Commonly used quality tools in the
Philippine setting include checklists, Pareto charts, fishbone diagrams, control charts, and histograms.

Common Quality Tools Used in Operations Management

1. Checklists
o Description: A checklist is a simple yet effective tool for ensuring that critical steps or processes
are not overlooked during operations. It is commonly used in the quality control process,
especially in industries like manufacturing, construction, and healthcare.
o Use: It is used to monitor compliance, prevent errors, and ensure that necessary actions are
taken at each stage of the process.
o Example in the Philippines: A construction company might use a checklist to ensure that all
safety standards are met during the construction phase of a project.
2. Pareto Chart
o Description: A Pareto chart is a bar graph that represents data in descending order of frequency
or impact. It follows the Pareto principle, which states that 80% of the problems are caused by
20% of the factors. It is used to prioritize issues and focus on the most significant problems.
o Use: It helps managers identify which issues to tackle first to get the most significant
improvements.
o Example in the Philippines: A company in the manufacturing sector might use a Pareto chart
to analyze defects in products and prioritize addressing the most frequent defects.
3. Fishbone Diagram (Ishikawa Diagram)
o Description: The fishbone diagram is a visual tool used to identify the root causes of a problem.
It categorizes potential causes into several major categories (such as people, processes,
equipment, environment, materials, and management) and visually maps out the cause-and-
effect relationships.
o Use: This tool is commonly used in root cause analysis to prevent the recurrence of issues.
o Example in the Philippines: A hospital might use a fishbone diagram to determine the root
causes of delays in patient care.
4. Control Chart
o Description: A control chart is used to monitor and control a process over time. It shows data
points over time and helps identify whether the process is stable and in control or if there are
variations that need to be addressed.
o Use: It is used to monitor the consistency and quality of products or services by tracking
variations in process data.
o Example in the Philippines: A food manufacturing company might use control charts to monitor
the consistency of the weight of packaged products.
5. Histogram
o Description: A histogram is a graphical representation of the distribution of numerical data. It
shows the frequency of data within certain ranges and is used to identify patterns or trends in
data distribution.
o Use: Histograms are helpful in identifying variability in processes and in determining whether the
process is operating within acceptable limits.
o Example in the Philippines: A retail company might use a histogram to analyze the distribution
of customer purchases and identify trends in buying behavior.

Importance of Quality Tools in the Philippine Setting

• Improved Decision-Making: Quality tools provide critical insights that help management make informed
decisions about process improvements, resource allocation, and product enhancements.
• Cost Reduction: By identifying the root causes of quality issues and inefficiencies, quality tools help
businesses reduce waste, improve productivity, and lower operational costs.
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 Republic of the Philippines
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Bayombong, Nueva Vizcaya
INSTRUCTIONAL MODULE
IM No.: BA02-1STSEM-2024-2025

• Compliance with Standards: Quality tools help organizations meet national and international quality
standards, such as ISO certifications, ensuring they maintain high product and service standards.
• Customer Satisfaction: By using these tools to improve quality, businesses can meet or exceed
customer expectations, leading to higher customer satisfaction and loyalty.

Challenges in Implementing Quality Tools

• Lack of Training: One of the main challenges in using quality tools is the lack of adequate training for
staff on how to effectively use them.
• Resistance to Change: Some employees may resist using quality tools due to an unfamiliarity with the
methods or fear of additional work.
• Data Accuracy: Quality tools often rely on accurate and reliable data; inaccurate or incomplete data can
lead to incorrect conclusions and ineffective solutions.

G. QUALITY CONTROL
Quality Control (QC) is an essential component of operations management aimed at ensuring that products and
services meet consistent standards of quality. In the Philippine setting, where industries such as manufacturing,
agriculture, and services are prevalent, effective quality control systems are vital for maintaining product
standards, meeting customer expectations, and adhering to local and international regulations.

Quality control involves the use of various tools and techniques to monitor, measure, and improve the quality of
products at every stage of the production process. It is part of a broader quality management system (QMS) that
includes planning, assurance, and continuous improvement. The goal of QC is to detect defects or variations
before they reach the customer, ensuring that the final product or service meets the specified requirements.

Key Elements of Quality Control

1. Inspection and Testing
o Regular inspection and testing are fundamental QC activities used to identify defects and
measure the quality of goods during production. In the Philippines, manufacturing companies
often implement inspection protocols to detect issues early, preventing defective products from
reaching the market.
o Example: In a textile manufacturing facility, inspectors might check the thickness of fabric, color
consistency, and stitch quality to ensure products meet the required standards.
2. Statistical Process Control (SPC)
o SPC involves the use of statistical tools, such as control charts, to monitor the performance of a
process. It is commonly used in the Philippine manufacturing sector, where it helps businesses
to track process stability and reduce variations.
o Example: A food manufacturing company might use SPC to ensure that the weight of products
remains consistent within the required tolerance limits during production.
3. Quality Control Circles (QCC)
o QCCs are small groups of workers who meet regularly to identify and solve work-related
problems, often focusing on quality improvement. These groups are common in various
industries in the Philippines, especially in manufacturing, where they encourage employee
participation and problem-solving.
o Example: A group of workers in an electronics assembly plant might meet to discuss ways to
reduce defects in the final assembly and improve the product's overall quality.
4. Inspection Reports and Documentation
o Documenting inspection results, corrective actions, and quality standards is crucial for tracking
quality performance and complying with regulatory requirements. In the Philippines, businesses
often maintain detailed inspection reports to provide traceability and accountability.

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 Republic of the Philippines
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Bayombong, Nueva Vizcaya
INSTRUCTIONAL MODULE
IM No.: BA02-1STSEM-2024-2025

Example: A construction company in the Philippines might maintain inspection reports detailing
o
compliance with building codes and safety standards throughout the project.
5. Corrective and Preventive Actions (CAPA)
o The CAPA process involves identifying the root causes of defects and taking corrective actions
to eliminate them, along with preventive measures to avoid recurrence. Many industries in the
Philippines use CAPA systems to address quality issues and improve operational processes.
o Example: A manufacturing company might identify a defect in the assembly process and
implement a corrective action to fix the machine causing the problem and a preventive action to
avoid future occurrences.

Importance of Quality Control in the Philippine Setting

• Customer Satisfaction: By ensuring that products meet quality standards, businesses can improve
customer satisfaction and loyalty. In the competitive Philippine market, where consumer preferences
are constantly evolving, quality is a key differentiator.
• Compliance with Local and International Standards: QC helps businesses in the Philippines
comply with national standards (e.g., Philippine National Standards or PNS) and international quality
certifications (e.g., ISO 9001), which are essential for expanding into global markets.
• Cost Savings: Effective QC can reduce the cost of poor quality, including rework, waste, and
customer returns. In the Philippines, where businesses often operate on tight margins, controlling
quality can directly impact profitability.
• Regulatory Compliance: Many industries in the Philippines are subject to government regulations
regarding product quality and safety. QC ensures that businesses comply with these requirements,
avoiding penalties and maintaining a positive reputation.

Challenges in Quality Control in the Philippines

• Limited Resources: Small and medium-sized enterprises (SMEs) in the Philippines may struggle
with limited resources to implement comprehensive QC systems, which can impact the consistency
of product quality.
• Cultural Resistance to Change: Employees may resist adopting new QC practices, particularly if
they are unfamiliar with statistical tools or process improvements.
• Inconsistent Data Collection: Reliable data is crucial for quality control, but inconsistencies in data
collection methods can lead to inaccurate results and ineffective decision-making.

H. INSPECTION
Inspection is a key component of quality management within operations management. It involves the process of
examining products, services, or processes to ensure that they meet predefined quality standards and
specifications. Inspection activities help detect defects, variations, or non-conformities at various stages of the
production or service delivery process. In the Philippine setting, where various industries such as manufacturing,
construction, and food production are prevalent, inspection is crucial in maintaining the quality and safety of
products, ensuring compliance with local and international standards, and enhancing customer satisfaction.
The primary goal of inspection is to identify and correct potential problems before the product or service reaches
the customer. Inspection can be performed at various stages of the production process, such as raw material
inspection, in-process inspection, and final product inspection.

Types of Inspections in Operations Management

1. Raw Material Inspection
This inspection focuses on assessing the quality of raw materials before they enter the production
process. In the Philippine manufacturing sector, raw materials like metals, chemicals, or textiles are
often inspected for quality, compliance with standards, and suitability for production.

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Example: A furniture manufacturing company inspects the quality of wood or fabric to ensure they meet
the required standards before beginning production.

2. In-Process Inspection
This type of inspection occurs during the production process. It helps identify defects early, preventing
defective products from progressing to the next stages of production. In industries like electronics
manufacturing in the Philippines, in-process inspections are crucial to ensure product consistency and
prevent errors before the final assembly.

Example: An electronics manufacturer might inspect a circuit board during assembly to check for
soldering issues or component alignment before it is installed into the final product.

3. Final Product Inspection

This inspection takes place at the end of the production process to ensure the finished product meets
all quality standards and specifications. In the Philippines, companies in sectors like food production or
pharmaceuticals perform extensive final product inspections to ensure safety and regulatory
compliance.

Example: A food processing plant conducts inspections of packaged products to check for correct
labeling, expiration dates, and proper sealing before they are shipped to distributors.

Benefits of Inspection in Operations Management

• Improved Product Quality: Regular inspections ensure that defects are identified early, leading to
higher-quality products and reducing the chances of product recalls.
• Cost Reduction: By detecting and correcting defects early in the process, companies in the Philippines
can avoid expensive rework, customer complaints, and warranty claims.
• Compliance: Inspection ensures compliance with local and international quality standards, such as the
Philippine National Standards (PNS) or ISO certifications, which are crucial for businesses that export
products globally.
• Customer Satisfaction: Quality inspections improve the likelihood that customers receive products that
meet their expectations, resulting in greater customer loyalty.

Challenges of Inspection in the Philippine Setting

• Resource Limitations: Small and medium-sized enterprises (SMEs) in the Philippines may struggle to
implement comprehensive inspection systems due to limited resources, such as qualified personnel or
inspection tools.
• Cultural Resistance: Employees may resist changes to production processes, including implementing
new inspection procedures, especially if they are perceived as time-consuming or disruptive.
• Limited Technology Use: Some industries in the Philippines may not have access to advanced
inspection technologies, such as automated inspection systems, which can limit the effectiveness and
efficiency of inspection processes.

Best Practices for Effective Inspection

• Standardized Procedures: Implementing standardized inspection procedures helps ensure consistency
and fairness in inspections. This can be particularly important in industries like food manufacturing, where
strict regulations are often in place.
• Training Inspectors: Proper training for inspectors ensures they understand quality standards,
recognize defects, and can use inspection tools effectively.

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• Utilizing Inspection Tools: Using tools like checklists, measurement instruments, or even automated
inspection systems can increase the accuracy and speed of inspections, especially in large-scale
operations.
• Continuous Improvement: Regularly reviewing and updating inspection procedures ensures that they
remain effective and aligned with the latest industry practices and standards.

I. STATISTICAL PROCESS CONTROL

Statistical Process Control (SPC) is a method used in operations management to monitor and control a process
to ensure that it operates at its full potential. The goal of SPC is to identify and eliminate variability in processes,
leading to consistent product quality and improved operational efficiency. SPC uses statistical methods to track
the performance of a process over time, and it is widely used across industries such as manufacturing, food
production, electronics, and healthcare.

In the Philippine setting, where industries like manufacturing and food processing play a significant role in the
economy, SPC is crucial in maintaining competitiveness, ensuring product quality, and meeting customer
expectations. SPC helps identify areas for improvement, minimize waste, and reduce costs, making it a vital tool
for businesses that aim to meet both local and international standards.

Key Concepts of Statistical Process Control

1. Control Charts
Control charts are one of the most common tools in SPC. They display the variation in a process over
time, allowing managers and operators to quickly detect any abnormalities. A control chart typically
shows the upper and lower control limits (UCL and LCL) and the process data points. If the data points
fall outside the control limits, it signals that the process may be out of control and corrective actions
should be taken.
o Example: In a Philippine beverage manufacturing plant, a control chart might be used to monitor
the volume of liquid filled into bottles. If the fill volume falls outside the acceptable range,
adjustments will be made to the filling machine.
2. Types of Variation
SPC helps distinguish between two types of variation:
o Common Cause Variation: This variation is inherent in the process and is usually stable over
time. It represents the normal fluctuations that occur during production.
o Special Cause Variation: This variation arises from specific, identifiable factors and signals that
the process may be out of control. These causes need to be addressed through corrective
actions.
3. Process Capability Analysis
Process capability refers to the ability of a process to produce products within specification limits. By
analyzing process capability, businesses can determine whether their processes are capable of
meeting customer requirements consistently. This is particularly important in industries in the
Philippines that rely on mass production, such as electronics and automotive manufacturing.
o Example: A semiconductor company in the Philippines may use process capability analysis to
determine if their production line can consistently produce microchips within the specified
tolerance limits.
4. Pareto Analysis
Pareto analysis is a technique used to identify the most significant factors contributing to a problem or
defect. It is based on the Pareto Principle, which suggests that 80% of problems are often caused by
20% of the factors. In the Philippine setting, businesses can apply Pareto analysis to identify the main
causes of defects or inefficiencies in their operations and prioritize improvement efforts.

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Benefits of SPC in the Philippine Setting

• Improved Quality: SPC helps businesses maintain consistent quality in products, which is essential
for customer satisfaction and compliance with industry standards.
• Cost Reduction: By identifying and eliminating sources of variation, businesses can reduce waste,
rework, and defects, leading to cost savings.
• Increased Efficiency: SPC enables businesses to identify process inefficiencies and make
adjustments to optimize productivity.
• Regulatory Compliance: SPC ensures that businesses meet regulatory standards, especially in
industries like food and pharmaceuticals, which are highly regulated in the Philippines.

Challenges of Implementing SPC in the Philippine Setting

• Lack of Skilled Personnel: Many small and medium-sized enterprises (SMEs) in the Philippines may
not have the necessary resources or skilled personnel to implement SPC effectively.
• Resistance to Change: Employees may resist adopting SPC techniques, especially if they are not
fully trained or familiar with the tools.
• Initial Costs: While SPC can save money in the long term, the initial investment in training, software,
and equipment may be a barrier for some businesses.

Best Practices for Implementing SPC

• Training: Provide comprehensive training to employees and management on SPC tools and
techniques.
• Continuous Monitoring: Regularly review control charts and other SPC tools to ensure the process
remains under control.
• Use of Software: Invest in SPC software to automate data collection, analysis, and reporting,
making it easier to implement SPC across the organization.
• Continuous Improvement: Encourage a culture of continuous improvement, where SPC is used
not only to detect problems but also to drive process improvements.

REFERENCES

1. American Society for Quality (ASQ). (2020). The Seven Basic Quality Tools. https://asq.org
2. Crosby, P. B. (1979). Quality Is Free. McGraw-Hill
3. Deming, W. E. (1986). Out of the Crisis. MIT Press.
4. Feigenbaum, A. V. (1991). Total Quality Control. McGraw-Hill.
5. George, M. L., Rowlands, D., & Price, M. (2005). The Lean Six Sigma Pocket Toolbook. McGraw-Hill.
6. Goetsch, D. L., & Davis, S. B. (2014). Quality Management for Organizational Excellence: Introduction to Total
Quality. Pearson.
7. Ishikawa, K. (1985). What Is Total Quality Control? The Japanese Way. Prentice Hall.
8. Juran, J.M., & Godfrey, A.B. (2010). Juran's Quality Handbook: The Complete Guide to Performance Excellence.
McGraw-Hill.
9. Oakland, J. S. (2014). Oakland on Quality Management. Routledge
10. Philippine Institute of Industrial Engineers (PIIE). (2021). Operations Management and Quality Tools in the Philippine
Context. https://www.piie.org.ph
11. Philippine National Standards (PNS) – Bureau of Philippine Standards. (2022). Quality Management Systems in the
Philippine Manufacturing Sector. https://www.bps.dti.gov.ph
12. Taguchi, G. (1986). Introduction to Quality Engineering. UNIPUB/Kraus International
13. Slack, N., Chambers, S., & Johnston, R. (2010). Operations Management. Pearson Education

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 Republic of the Philippines
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Bayombong, Nueva Vizcaya
INSTRUCTIONAL MODULE
IM No.: BA02-1STSEM-2024-2025

LEARNING ACTIVITIES:

EVALUATION:

MULTIPLE CHOICE:

1. Who is known as the "father of statistical quality control"?

A. Joseph Juran C. Walter A. Shewhart
B. Philip Crosby D. W. Edwards Deming
2. Which phase of quality management focuses on reducing process variability through statistical techniques?
A. Inspection Era C. Total Quality Management
B. Six Sigma D. Lean Management
3. What principle is central to Total Quality Management (TQM)?
A. Waste Reduction C. Continuous Improvement
B. Defect Detection D. Standardized Inspection
4. What does the acronym DMAIC in Six Sigma stand for?
A. Define, Measure, Analyze, Improve, Control
B. Design, Maintain, Assess, Implement, Correct
C. Develop, Monitor, Adapt, Integrate, Check
D. Diagnose, Manage, Align, Integrate, Communicate
5. Which modern trend in quality management incorporates digital transformation and AI?
A. Inspection Era C. Industry 4.0
B. Lean Management D. Statistical Quality Control
6. Which quality tool is used to identify the root causes of a problem?
a) Pareto chart c) Fishbone diagram
b) Control chart d) Histogram
7. The Pareto chart follows which principle?
a) 50/50 principle c) 90/10 principle
b) 80/20 principle d) 60/40 principle
8. Which tool is commonly used to monitor a process over time and detect variations?
a) Checklist c) Fishbone diagram
b) Control chart d) Pareto chart
9. A histogram is used to: _________________________
a) Identify the root cause of a problem c) Prioritize problems based on frequency
b) Show the distribution of numerical data d) Monitor process stability over time
10. In the Philippine manufacturing industry, which of the following quality tools might be used to monitor product defects?
11. a) Fishbone diagram c) Pareto chart
b) Control chart d) Histogram
12. Which of the following certifications is primarily focused on environmental management?
a) ISO 9001 c) ISO 45001
b) ISO 14001 d) ISO 22000
13. ISO 9001 certification focuses on which of the following?
a) Food safety management c) Environmental sustainability
b) Quality management systems d) Occupational health and safety
14. Which certification is essential for businesses involved in the food industry to ensure food safety?
a) ISO 45001 c) ISO 22000
b) GMP d) ISO 14001
15. What is the main benefit of ISO 45001 certification?
a) Enhanced food safety c) Better workplace health and safety
b) Improved environmental management d) Improved customer satisfaction
16. Which of the following certifications is most relevant for pharmaceutical manufacturers in the Philippines?
a) ISO 14001 c) ISO 22000
b) Good Manufacturing Practices (GMP) d) ISO 9001
17. What is the primary goal of quality management in operations management?
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a) To reduce costs c) To expand market share

b) To improve customer satisfaction d) To increase production volume
18. Which of the following is a key component of quality assurance?
a) Implementing process standards c) Performing inspections
b) Monitoring and measuring defects d) Evaluating customer feedback
19. Which of the following is the highest national recognition for quality management in the Philippines?
a) ISO Certification
b) Philippine Quality Award (PQA)
c) Outstanding Filipino Quality Achievement Awards (OFQAA)
d) National Quality Awards for Government Service
20. The Philippine Quality Award is modeled after which of the following awards?
a) European Quality Award
b) Malcolm Baldrige National Quality Award (MBNQA)
c) ISO 9001 Certification
d) Outstanding Government Service Award
21. Which quality award recognizes government agencies that excel in public service delivery?
a) ISO 9001
b) PQA
c) National Quality Awards for Government Service (NQAG)
d) Outstanding Filipino Quality Achievement Awards (OFQAA)
22. What is the primary focus of the ISO 9001 certification?
a) Environmental Management c) Quality Management Systems
b) Occupational Health and Safety d) Energy Management
23. Which of the following is a benefit of winning a quality award?
a) Higher employee turnover c) Decreased customer satisfaction
b) Increased recognition and prestige d) Reduced operational efficiency
24. Which of the following is a key element of Quality Control?
a) Employee satisfaction surveys c) Financial auditing
b) Inspection and testing d) Advertising and promotions
25. What is the primary purpose of Statistical Process Control (SPC)?
a) To increase production speed
b) To monitor and control process variations for consistent quality
c) To reduce the cost of raw materials
d) To train employees in quality management
26. What type of variation does SPC help identify and address?
a) Only common cause variation c) Both common cause and special cause variation
b) Only special cause variation d) Only variations due to external factors
27. Which tool is commonly used in SPC to monitor a process over time?
a) Fishbone diagram c) Pareto analysis
b) Control chart d) Flowchart
28. What is the primary purpose of inspection in operations management?
a) To reduce the cost of labor c) To advertise new products
b) To identify defects and ensure product quality d) To increase production speed
29. In which stage of production is raw material inspection conducted?
a) During final packaging c) After production is complete
b) Before production starts d) After the product reaches the customer
30. What is a key benefit of conducting regular inspections in operations management?
a) Increase in product defects c) Enhanced product quality and customer satisfaction
b) Reduced cost of production d) Higher employee turnover
31. What is the main purpose of Statistical Process Control (SPC)?
a) To measure the financial performance of a company
b) To monitor the quality of raw materials
c) To monitor and improve process stability
d) To reduce marketing costs
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32. What is the primary goal of Corrective and Preventive Actions (CAPA) in quality control?
a) To increase product prices
b) To reduce customer complaints
c) To identify and eliminate the root causes of defects
d) To improve employee morale
33. Which tool is used to identify the root causes of problems in a process?
a) Pareto analysis c) Flowchart
b) Fishbone diagram d) Control chart
34. What is the goal of Six Sigma methodology?
a) To increase production speed c) To increase employee satisfaction
b) To eliminate defects in processes d) To reduce employee turnover
35. Which of the following focuses on minimizing waste and maximizing productivity?
a) Total Quality Management (TQM) c) Lean management
b) Six Sigma d) Quality control
36. Which Quality Guru is known for the concept "Quality is Free"?
A. W. Edwards Deming C. Philip Crosby
B. Joseph Juran D. Armand V. Feigenbaum
37. What is the focus of Juran's Trilogy?
A. Zero Defects
B. Plan-Do-Check-Act Cycle
C. Quality Planning, Quality Control, Quality Improvement
D. Statistical Process Control
38. Who introduced the Cause-and-Effect Diagram to identify root causes of problems?
A. Kaoru Ishikawa C. Shigeo Shingo
B. Genichi Taguchi D. Armand V. Feigenbaum
39. The "Poka-Yoke" system of mistake-proofing is associated with which Quality Guru?
A. W. Edwards Deming C. Joseph Juran
B. Shigeo Shingo D. Philip Crosby
40. What did Genichi Taguchi develop to minimize variations in product design?
A. Total Quality Control C. Quality Circles
B. Taguchi Methods D. Four Absolutes of Quality Management

TRUE OR FALSE: Write TRUE on the space provided in your answer sheet of the statement is correct and FALSE if it is
wong.

1. Total Quality Management (TQM) emphasizes that quality should be controlled only at the production stage.
2. The Lean Management approach focuses on reducing waste and maximizing customer value.
3. Walter A. Shewhart developed the Plan-Do-Check-Act (PDCA) cycle for continuous improvement.
4. Six Sigma aims to achieve a defect rate of 3.4 defects per million opportunities.
5. The concept "Quality is Free" suggests that investing in quality reduces overall costs.
6. W. Edwards Deming's 14 Points for Management focus on continuous improvement and reducing variation.
7. Total Quality Management (TQM) emphasizes continuous improvement at all levels of an organization.
8. The primary focus of Six Sigma is to increase customer satisfaction by improving product design.
9. A fishbone diagram is used to prioritize issues based on their frequency.
10. A checklist is primarily used to ensure that all necessary steps or actions are completed.
11. A histogram helps in identifying the relationship between two variables.
12. Control charts are used to monitor the consistency and stability of a process over time.
13. The Pareto chart is used for root cause analysis and shows cause-and-effect relationships.
14. Quality control is primarily concerned with preventing defects rather than identifying them.
15. ISO 45001 certification focuses on environmental sustainability.
16. ISO 9001 certification is widely used by organizations to ensure the quality of their products and services.
17. The process of obtaining quality certifications is often inexpensive and requires minimal time.
18. ISO 22000 certification ensures that an organization complies with food safety regulations.
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 Republic of the Philippines
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INSTRUCTIONAL MODULE
IM No.: BA02-1STSEM-2024-2025

19. GMP certification is relevant only to companies in the construction industry.

20. A Pareto analysis is used to identify the most significant causes of problems in a process.
21. Lean management aims to maximize waste in production systems to increase profitability.
22. Joseph Juran introduced the concept of “Zero Defects” as a standard for quality.
23. The Philippine Quality Award (PQA) is intended only for government agencies.
24. ISO certifications are globally recognized and serve as a mark of operational excellence.
25. The Outstanding Filipino Quality Achievement Awards (OFQAA) recognizes both individuals and organizations for
contributions to quality promotion.
26. Achieving a quality award has no impact on an organization’s customer satisfaction.
27. The National Quality Awards for Government Service (NQAG) aims to encourage improvement in the private sector.
28. Armand V. Feigenbaum developed the concept of Total Quality Control, integrating quality across the entire
organization.
29. Kaoru Ishikawa's Quality Circles emphasized worker involvement in quality improvement.
30. Genichi Taguchi believed that the cost of poor quality could not be measured in economic terms.

IDENTIFICATION:

1. Name the quality management methodology that combines waste reduction and Six Sigma principles.
2. Who introduced the concept of "quality control circles" and contributed to the TQM philosophy?
3. What era of quality management used inspection as the main tool to ensure product quality?
4. Who is credited with the introduction of the statistical approach to improving product design known as Taguchi
Methods?
5. Who developed the "Zero Defects" philosophy that emphasizes doing things right the first time?
6. Identify the methodology that focuses on the elimination of defects and strives for perfection in processes.
7. Name the tool used to visually represent the sequence of steps in a process, often used to identify inefficiencies.
8. What is the highest recognition given to organizations for quality excellence in the Philippines?
9. What quality tool is used to monitor whether a process is in control or needs improvement?
10. Which tool helps identify the causes of a problem by mapping out potential causes in categories such as materials,
equipment, and processes?
11. Which quality tool is used to display data in descending order of frequency to prioritize the most significant issues?
12. Which certification focuses on improving the quality management systems of organizations?
13. Which certification is important for organizations that want to ensure employee health and safety in the workplace?
14. What certification is required for food manufacturing companies to ensure the safety of their products?
15. What global standard is the ISO 9001 certification related to?

ASSIGNMENT:

Research on the different awards and recognition that your municipality/city have received in the last 5 years. Identify the
award-giving body, describe the nature of the award and the incentives/benefits that the city/municipality received by having
that award. Refer to the municipality/city where you currently residing or where you were born.

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purposes only and not for commercial distribution”.

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 Republic of the Philippines
NUEVA VIZCAYA STATE UNIVERSITY
Bayombong, Nueva Vizcaya
INSTRUCTIONAL MODULE
IM No.: BA02-1STSEM-2024-2025

ANSWER SHEET in Module 4

Evaluation
Operations Management
Name: __________________________________________________________ Date: _____________________
Course/Year: _____________________________________________________ Score: ____________________

MULTIPLE CHOICE:

1. Ⓐ Ⓑ Ⓒ Ⓓ 11. Ⓐ Ⓑ Ⓒ Ⓓ 21. Ⓐ Ⓑ Ⓒ Ⓓ 31. Ⓐ Ⓑ Ⓒ Ⓓ

2. Ⓐ Ⓑ Ⓒ Ⓓ 12. Ⓐ Ⓑ Ⓒ Ⓓ 22. Ⓐ Ⓑ Ⓒ Ⓓ 32. Ⓐ Ⓑ Ⓒ Ⓓ
3. Ⓐ Ⓑ Ⓒ Ⓓ 13. Ⓐ Ⓑ Ⓒ Ⓓ 23. Ⓐ Ⓑ Ⓒ Ⓓ 33. Ⓐ Ⓑ Ⓒ Ⓓ
4. Ⓐ Ⓑ Ⓒ Ⓓ 14. Ⓐ Ⓑ Ⓒ Ⓓ 24. Ⓐ Ⓑ Ⓒ Ⓓ 34. Ⓐ Ⓑ Ⓒ Ⓓ
5. Ⓐ Ⓑ Ⓒ Ⓓ 15. Ⓐ Ⓑ Ⓒ Ⓓ 25. Ⓐ Ⓑ Ⓒ Ⓓ 35. Ⓐ Ⓑ Ⓒ Ⓓ
6. Ⓐ Ⓑ Ⓒ Ⓓ 16. Ⓐ Ⓑ Ⓒ Ⓓ 26. Ⓐ Ⓑ Ⓒ Ⓓ 36. Ⓐ Ⓑ Ⓒ Ⓓ
7. Ⓐ Ⓑ Ⓒ Ⓓ 17. Ⓐ Ⓑ Ⓒ Ⓓ 27. Ⓐ Ⓑ Ⓒ Ⓓ 37. Ⓐ Ⓑ Ⓒ Ⓓ
8. Ⓐ Ⓑ Ⓒ Ⓓ 18. Ⓐ Ⓑ Ⓒ Ⓓ 28. Ⓐ Ⓑ Ⓒ Ⓓ 38. Ⓐ Ⓑ Ⓒ Ⓓ
9. Ⓐ Ⓑ Ⓒ Ⓓ 19. Ⓐ Ⓑ Ⓒ Ⓓ 29. Ⓐ Ⓑ Ⓒ Ⓓ 39. Ⓐ Ⓑ Ⓒ Ⓓ
10. Ⓐ Ⓑ Ⓒ Ⓓ 20. Ⓐ Ⓑ Ⓒ Ⓓ 30. Ⓐ Ⓑ Ⓒ Ⓓ 40. Ⓐ Ⓑ Ⓒ Ⓓ

TRUE OR FALSE:
1 6 11 16 21 26
2 7 12 17 22 27
3 8 13 18 23 28
4 9 14 19 24 29
5 10 15 20 25 30

IDENTIFICATION:
1
2
3
4
5
6
7
8
9

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 Republic of the Philippines
NUEVA VIZCAYA STATE UNIVERSITY
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IM No.: BA02-1STSEM-2024-2025

10
11
12
13
14
15

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purposes only and not for commercial distribution”.

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 Republic of the Philippines
NUEVA VIZCAYA STATE UNIVERSITY
Bayombong, Nueva Vizcaya
INSTRUCTIONAL MODULE
IM No.: BA02-1STSEM-2024-2025

ANSWER SHEET in Module 4

ASSIGNMENT
Operations Management
Name: __________________________________________________________ Date: _____________________
Course/Year: _____________________________________________________ Score: ____________________
Research on the different awards and recognition that your municipality/city have received in the last 5 years. Identify the
award-giving body, describe the nature of the award and the incentives/benefits that the city/municipality received by having
that award. Refer to the municipality/city where you currently residing or where you were born

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purposes only and not for commercial distribution”.

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