This worksheet consists of two pages that you can use for your answers or your

WEEK NO. 7-9 scribbles. Indicate the Titles of the Activity, Assessment, or Unit Requirement.

CBMEC 2 : Total Quality Management / MRS. JOVYNA A. PESIDAS

Name: Lauren Mae S. Bulat-ag
Year: 3rd Year
Course: BSBA MM
Date Submitted: 11-06-22

ACTIVITY: Write your answers on this space. Divide and identify correctly if the Activity or
Activities have different parts.

Week 7
Activities (Formative)
Title:  Amazing Notes

Things to do:
1. Visit the website: http://www.pinoy-ofw.com/news/36250-why-ofws-should-avoid-flying-cebu-
pacific.html
2. Read the case study entitled “Five Reasons to Avoid Cebu Pacific Air”.
3.  Answer the following questions comprehensively:

a. What particular dimension/s in service quality is lacking in Cebu Pacific airline? 

Discuss.

According to the author about the experience in Cebu Pacific Airlines' services, the passengers
were subjected to severe delays as a result of a reported issue with an aircraft system,
overbooking, and a lengthy security check. These factors caused the passengers to be delayed
on their flight because they perceived the management and staff as lacking dependability. It was
reported that there were numerous delays in response time. Customers' questions and
requirements should be addressed by management and employees. However, their employees
cannot assist the confused passengers because they are hidden from view. The crew,
particularly the flight attendants, did not even assist the passengers, demonstrating poor
customer service and a lack of responsiveness and empathy. Cebu Pacific Airlines does not
meet the aforementioned standards for service quality, which results in subpar services and bad
customer experiences.

b. What are some of the reasons OFWs avoid taking their flights using Cebu Pacific
airline?  Explain your answer.

In what I have read in the article the author was stating the 5 reasons why OFWs should avoid
Cebu Pacific airline. First, having flight delayed it is not good for the OFWs to get delayed flight it
is because they only have limited time and wish to get to destinations promptly. Second,
regarding to the safety concerns of every passenger. Third, tiny legroom the Cebu Pacific
airplanes have a plenty of seats to accommodate passengers but to the point it is not the best
experience for them to have a small space and the OFWs wish to treat themselves to have a
comfortable ride. Fourth, the poor customer support. The staffs have a lack of coordination
especially in crisis through communicating with the passengers on what are their concerns about
their flights. And lastly, overbooking to experience this kind of situation is not right it is because
this may lead too much delay. The issue begins when the company books more passengers
than the aircraft can carry to guarantee that all flights are full. This kind of set up will lead the
passengers into getting bumped off their flights.

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Show yourself in all respects to be a model of good works, and in your teaching show integrity, dignity. Titus 2:7
Week 8
Activities (Formative)
Title: Minute Papers
Things to do:

1. Please answer the following given questions:

a. Discuss at least five Deming’s 14 points for Top Management.

Constancy of purpose- it is about considering the organization as a system and thinking long-
term. It has to do with building organizations that put decision-making in the hands of those who
are doing the important work and who know the most about the situation. They will be motivated
to aim for long-term success by having confidence. They will be motivated to aim for long-term
success by having confidence.

Institute training- to conduct successful experiments to enhance the organization's output

requires training. Understanding variation is essential for this. Employees are trained to give
everything they have to an organization.

Institute leadership- meant developing management systems that were consistent with the
principles of understanding the organization as a system and allowed employees to take pride in
their work. The aimed of institute leadership is assisting people in improving their work. It is
necessary to shift managers' and supervisors' responsibilities away from just numbers and
toward quality. Productivity will automatically rise when quality is improved.

Drive out fear- to support successful two-way correspondence and different means to drive out
dread all through the association so everyone might work effectively and more productively for
the organization.

Constantly improve the system of production and services- the goal of TQM is to implement
processes for on-going improvement so that the quality of goods and services continues to rise.
The continuous improvement of the production and service system is the very essence of TQM.

b. What did you like best in the topic and Why?

In Deming’s 14 points for top management what I like the topic is how it is largely credited with
establishing the importance of quality in business success. Also instructed prominent Japanese
business leaders in statistical process control. Companies will save money, increase
productivity, and gain market share by improving quality. Many of the ideas about how to lead
and manage effectively, as well as programs like Total Quality Management, are based on
quality and it is excellent tool for improving quality at all levels of the business.

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Show yourself in all respects to be a model of good works, and in your teaching show integrity, dignity. Titus 2:7
Week 9

Activities (Formative)

Title: Class Review

Things to do:

1. Discuss at least five (5) strategies to be adopted by the top management and give
example each.

 Proactive Management- they have to anticipate what will occur in the future and take
preventative measures in advance. Proactive needs and obstacles in advance ensures that you
and your team are ready to face them. People who are proactive are always anticipating needs,
issues, and potential outcomes and looking ahead to upcoming activities, projects, and events.
For instance, a salesperson who calls customers a week after they have made a purchase to
ensure that there are no issues.

Care for little things and Accumulate gains- Since TQM is a program that focuses on
incremental process improvement. As a result, the management should strive for greater heights
through incremental and on- going process enhancements. For instance, taking good care of
machinery for a long time can save the company money and help it to make money from sales.

Continue to improve- the organization necessities to improve constantly they ought to target
outperforming their previous records and lay out steady exertion and learning in the work
environment to have the option to procure position on the lookout. Training and career
development should be provided by management to help them learn about the parts of the
business they wanted to improve and find areas for growth. Employees can develop more skills
and maximize their abilities by receiving training and career development, which can be
beneficial to the company.

Adventurous and Bold Change Management- change management's daring and adventurous
nature, like many other aspects, is influenced by the CEO's own characteristics. In addition to his
own daring initiatives, the CEO ought to assist his employees in implementing novel change
management strategies. With this strategy, management gives them permission to accept
organizational changes while maintaining confidence in both themselves and the group. For
instance, if the CEO wants to include a new strategy for marketing its product through the trendy
reel challenge, he will consult the marketing team.

Measure for Success- finding, measuring, and evaluating external or customer feedback is the
primary component of success measurement. Employees should be informed of how well they
are doing by management. Employees ought to be assisted in measuring and reporting their
performance. Whether you're a business leader or just started your day as an employee,
measuring how satisfied you are with your own success can give you a good idea of how
satisfied you are with the success of your company as a whole.

3
Show yourself in all respects to be a model of good works, and in your teaching show integrity, dignity. Titus 2:7
 This worksheet consists of two pages that you can use for your answers or
WEEK NO. 7-9 your scribbles. Indicate the Titles of the Activity, Assessment, or Unit
Requirement.

CBMEC 2: Total Quality Management / MRS. JOVYNA A.

PESIDAS

Name: Lauren Mae S. Bulat-ag

Year: 3rd Year
Course: BSBA MM
Date Submitted: 11-06-22

ASSESSMENT: Write your answers on this space. Divide and identify correctly if the
Assessment or Assessments have different parts.

Week 7

Assessment (Summative)

Title: Written Case Analysis

Things to do:

1.  Read the case study entitled “Five Reasons to Avoid Cebu Pacific Air” (Pls. refer to week 7
Activity).
2.. Write your written case analysis on a worksheet by following the case format given below:

 Written Case Analysis Format

A. Title

Five Reasons to Avoid Cebu Pacific Air

B. Objectives

The objectives of this case analysis

 To know whether Cebu Pacific Airlines met the dimensions of service quality.
 To ascertain why the majority of OFWs avoid using the airline.
 To comprehend why the majority of foreign nationals who frequently travel on lengthy
flights are dissatisfied with the services.

C. Overview of the Case Study

Cebu Pacific has established a name for itself as the most popular airline in the Philippines
when it comes to value and cost. However, before booking a flight, overseas Filipino workers, or
OFWs, should exercise caution. There are a lot of bad stories that might make you pay the extra
money just to stay safe and arrive on time.

D. Statement of the Problem

The poor quality services provided to passengers and customers of Cebu Pacific Airlines in
particular the OFWs.

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Show yourself in all respects to be a model of good works, and in your teaching show integrity, dignity.
Titus 2:7
E. Alternative Courses of Action

 Customers and passengers should directly complain to customer service if the attendants
refuse to cooperate or avoid communication. As they pay for the airline's services,
passengers have the right to demand what they want.
 Make the airline's services better, as well as the flight attendants, by recognizing their
flaws and providing passengers with the accurate information they deserve.
 If the airline's staff and management want to avoid receiving negative feedback from
customers, it should be their top priority to improve communication with passengers and
provide them with accurate information.

F.  Conclusions

When service providers are unable to deliver the services they promise, as well as when
communication is poor, it can affect customers' trust and cause them to be dissatisfied with the
services they receive. Additionally, because the staff stewardess and crisis management team
are obligated to inform passengers about what was going on, the manner in which the staff
handled the crisis improperly should not be tolerated and should be reprimanded.

 G. Recommendations

 If you want passengers to be satisfied and loyal, you need to provide excellent customer
service.
 Are able to communicate effectively with passengers.
 Are able to accept criticism and use it to identify the airline's and management's
weaknesses.

5
Show yourself in all respects to be a model of good works, and in your teaching show integrity, dignity.
Titus 2:7
Week 8

Assessment (Summative)
Title: Essay Writing
Things to do:
 1. Read the story of Dr. William Edwards Deming. Visit this
website:   http://www.wyohistory.org/encyclopedia/w-edwards-deming.
2. Answer the following questions briefly and precisely:

a. Give a short overview of the story.

In 1950, Japanese businessmen sought assistance in rebuilding their devastated economy

from an obscure Wyoming American.W. Edwards Deming, this industrial expert, taught
Japanese manufacturers how to economically produce high-quality goods. Using this knowledge,
the Japanese overcame American industry and turned the global economy on its head.

b. Why is the philosophy of Deming easily accepted by the Japanese during that time?
Discuss

When the Allied bombing raids decimated a large portion of the nation during World War II and
the first military use of the automatic bomb destroyed two of its cities. Japan was a desolate,
chaotic wasteland after the war. The Japanese believed that they had to become global
exporters of high-quality manufactured goods in order to rebuild their devastated nation. As a
result, they started looking into ways to increase their productivity. Deming gladly fulfilled their
request to teach Japanese business owners the Shewhart statistical quality control method.
They saw Deming's ideas as a natural fit and genius innovations. Deming should have been
given a chance by Japan.

c. If you are Deming, other than Japan where else can you offer your assistance in terms
of quality control? Defend your answer.

Other than Japan I can offer my assistance to Philippines because it has a lot of natural
resources that could help the economy grow. Numerous resources could be utilized as starting
materials for potential products. As a result, the nation has a tremendous potential for producing
high-quality goods, but it requires the guidance of a guru in quality control and management like
Deming, particularly in manufacturing with appropriate resource utilization. This way, the country
might not be dominated by entrepreneurs from other countries and might be more involved in
exporting high-quality goods from other countries. The fact that Filipinos are resourceful and
innovative in addition to being hardworking could have a positive impact on the workforce of the
country.

6
Show yourself in all respects to be a model of good works, and in your teaching show integrity, dignity.
Titus 2:7
Week 9

Assessment (Summative)

Title: Worksheet
Date of Submission:
Rubric Used:  20 pts.
Things to do:

1. There are ten columns, the first column is the proactive management, second column is bold
change management, third column is do it right first time, and so on and so forth.
2. In each column, write down the important or relevant topics of what you have understand.
3. You can write as many topics as you want.
4. Examples are given on the first and second column.

1 2 3 4 5

Proactive CEO bold Do It Right Continuous Care for Little

Leaders initiatives First Time Preventive Things and
Action Accumulate Gains

 Support  It is a  Two  Continuous

 Take
concep ways of improvement
advance innovative
t was handlin in every
action to change ga process.
manageme advoca
prevent proble
nt. ted by
the m, one
Philip is to
occurren
 The CEO Crosby cure it
ce of the
ought to . and
problem
other to
s. assist his
prevent
employees. it.
 .To
foresee
what will
happen
in the
future.

7
Show yourself in all respects to be a model of good works, and in your teaching show integrity, dignity.
Titus 2:7
6 7 8 9 10

Ensure Management By Measure for Continue to Build a Virtual

Economic Walking Around Success Improve Organization
Performance
 One of the
 All TQM most  Analyzing  Many  A smarter
activities effective the organizati way of doing
should tools of feedback ons have business is
lead to manageme from achieved to create a
better nt and customers. such near virtual
economic leadership. growth corporation.
performan rates.
ce in the  Highly
long run. effective and
profitable.

8
Show yourself in all respects to be a model of good works, and in your teaching show integrity, dignity.
Titus 2:7