A Survey on

MANAGEMENT PEOPLES PERCEPTION ON THE IMPACT OF TOTAL

QUALITY MANAGEMENT ON BUSINESS PERFORMANCE OF SAN MIGUEL
BREWERY
Part I. Profile of Management People
Direction: Please put a check mark ( ) on the space provided to signify
your answer.
1. Age
[
[
[
[

] 25 years old and below

] From 30-34 years old
] From 35-39 years old
] From 40-44 years old

[
[
[
[

] From 45-49 years old

] From 50-54 years old
] From 55-59 years old
] From 60 and above

2. Sex
[ ] Male

[ ] Female

3. Civil Status
[ ] Single
[ ] Married
Others, please specify

[ ] Separated
[ ] Widow/er

4. Highest Educational Attainment

[ ] College Undergraduate
[ ] Bachelors Degree
[ ] Masters Degree
Others, please specify

[ ] Masters Units
[ ] Doctorate Units
[ ] Doctorate Degree

5. Present Position
[
[
[
[

] Chief Executive Officer

] Chief Operating Officer
] Chief Financial Officer
] Marketing Manager

[
[
[
[

] Purchasing Manager
] Office Manager
] Sales Manager
] Production Manager

Others, please specify

6. Department
[ ] Finance Department
[ ] Sales Department
[ ] Production Department
[ ] Purchasing Department
[ ] Human Resource Department
Others, please specify ______________
7. Length of Service
[ ] Below 1 year
[ ] From 1-10 years
[ ] From 11-20 years

[ ] From 21-30 years

[ ] From 31-40 years
[ ] More than 40 years

Part II. MANAGEMENT PEOPLES PERSPECTIVE ON COMPANY PROFILE

Direction: Please put a check mark () on the space provided to signify
your answer.
A. San Miguel Brewery Profile
1. Products
[ ] Ginebra San Miguel Gin
[
[ ] Gran Matador Brandy
[
[ ] Antonov Vodka
[
[ ] San Miguel Pale Pilsen
[
[ ] San Miguel Premium All-Malt Beer [
[ ] Red Horse Beer
[
[ ] San Miguel Flavored Beer
[
Others, please specify ______________

] GSM Blue Gin

] Primera Light
] Gran Matador Light
] San Miguel Super Dry
] Gold Eagle Beer
] San Mig Light
] San Mig Zero

2. Location of Business
[ ] 40 San Miguel Avenue, Mandaluyong City
[ ] #489 Pureza St., Sta. Mesa, Manila
[ ] Bernabe Subd., Sucat Road, Paranaque City
3. Average Daily Sales
[ ] Below 10 Million
[ ] From 10 Million-50 Million

[ ] From 101 Million-150 Million

[ ] From 151 Million-200 Million

[ ] From 51 Million-100 Million

4. Number of Personnel
[ ] Below 50
[ ] From 50-99
[ ] From 100-149

[ ] From 200 Million and above

[ ] From 150-199
[ ] Above 200

5. Years of Existence
[ ] Below 30 years
[ ] 31-50 years

[ ] 51-70 years
[ ] More than 70 years

6. Total Employee Population

[ ] Below 100
[ ] From 100-199
[ ] From 200-299

[ ] From 300-399
[ ] From 400-499
[ ] From 500 and above

Part III. New Practices for a Total Quality Management

Direction: Please put a check mark () on the space provided to shows
your degree of agreement with the following statements.
Legend:5 Strongly Agree (SA)
4 Agree (A)
3 Undecided (U)
2 Disagree (D)
1 Strongly Disagree (SD)
A. Management Commitment

1. Higher management is establishing a

clear vision of the organizations
future.

2. The management sets challenging

goals and targets.

3. The company is considering the needs

of all interested parties including
customers, owners, employees,
financiers, local communities and

society as a whole.
4. The management creates and sustains
shared values, fairness and ethical
role models at all levels of the
organization.

5. The management continuously inspires,

encourages and recognizes
workforces contributions.

6. Management evaluates risks,

consequences and impacts of
activities on customers and other
interested parties.

7. The management employs a consistent

organization-wide approach to
continual improvement of the
organizations performance.

8. Others. Please specify ____________________________________.

B. Customer Orientation

1. The company is researching and

understanding customer needs
and expectations.

2. The management is ensuring that

the objectives of the organization
are linked to customer needs
and expectations.

3. The management is communicating

customer needs and expectations
throughout the organization.

4. The company is measuring customer

satisfaction and acting on the results.

5. The company systematically manages

customer relationships.

6. The management is ensuring a balanced

approach between satisfying

customers and other interested

parties (such as owners, employees,
financers, local communities and
society as a whole).

7. Others. Please specify ________________________________.

C. Employee Involvement

1. Employees understand the importance

of their contribution and role
in the organization.

2. Each individual employee identifies

constraints to their performance.

3. Management assures that employees

accept ownership of problems and
their responsibility for solving them.

4. Each employee evaluates their

performance against their personal
goals and objectives.

5. Management ensures that the workforce

actively seeks opportunities to
enhance their competence,
knowledge and experience.

6. Management makes sure that personnel

freely shares their own knowledge
and experience.

7. The workforce openly discusses

substantially related problems and
issues regarding the organization.

8. Others. Please specify ___________________________________.

Direction: Please put a check mark () on the space provided to shows

your degree of agreement with the following statements.
5 Very Satisfactory (VS)
4 Satisfactory (S)
3 Good (G)
2 Fair (F)
1 Poor (P)
D. Level of Awareness about TQM Practices 5
1. Organization understood the corporate
policies well.

2. People are aware of the responsibilities

and deliverables of the other
employees.

3. People are aware of the responsibilities

and deliverables of the other
operating units.

4. All members of the team understand their

individual contribution to the corporate
targets.
[

5. All members of the team understand their

group contribution to the corporate
targets.

6. People are encouraged to control, manage

and improve the processes who are
within the sphere of responsibility.[ ]

7. Everyone has a clear understanding of

what is required of them, how their
processes relate to the business as
a whole and understand the
businesses and what is going on
around them.

E. Level of TQM Implemented

1. ISO 9000

2. Deming Philosophy

3. Benchmarking

4. Just in Time (JIT)

5. Pareto Diagram

6. Quality Function Deployment

7. Concurrent Engineering (CE)

8. Taguchis Quality Design

9. Supplier Partnership

10. Leadership Effectiveness

1. The company lacks enough time to

develop action plans for key
strategic objectives.

2. The organization, senior leaders,

and personnel lack congruence
in supporting and strengthening
their key communities.

3. Some improvements in the company are

not clearly disclosed to the whole
organization especially to
lower employees.

4. The organization lacks new technology

into services and delivery processes.

5. Some employees dont know correct

actions in case they have
misleading information.

Part IV. Problems Encountered

6. Management doesnt use measures to

determine whether the information
is controlled or uncontrolled.

7. Management doesnt discuss problems

encountered to its employees.

8. Management is restricted to give

compensation related benefits
among employees.

9. The company rarely builds relationships

with clients for repeat business
and positive referrals.

10. The organization doesnt keep its

approaches to customer relationship
up to date with business.

11. Others. Please specify_______________________.

Part V. Possible Solutions

1. Have a preparation in developing an action
plan for strategic objectives.

2. Have sufficient funds to make meaningful

Changes in the system such as acquiring
New equipment and improve
raw materials
[

3. Strive for owner/customer satisfaction

and employee satisfaction.

4. For management improve communications

within and among all departments.
] [ ]
5. Strive for continuous improvement.
]

6. Institute a vigorous program of education and

self-improvement for everyone.
]
7. Recognizes employees for their knowledge,
skills, and contributions toward
improvement through rewards.
]
8. Others. Please specify

____________________________________