Miflora Minoza-Gatchalian - CEO, Quality Partners Company, Ltd. Philippines Secretary General Emeritus, Asia Pacific Quality Organization (APQO)

Products and services are made by people. Quality goods and services are produced by quality people. Generation of outputs that satisfy the end-user always begins and end with a personal contribution. Customer satisfaction can thus, be assured, if there is “quality” in the minds and hearts of those performing the tasks. “Quality” is a state of mind and is a very important vehicle in the search for excellence in everything one does. When embedded into one’s mind-set it guides a person’s daily actuations and ultimately become a habit through regular practice. This can be initiated and sustained if employees are given management support and the necessary opportunities to make quality a way of life. Through time, the Company can develop a culture of quality easily perceived by others in or outside the work environment. Progress towards making quality a way of life can be measured through assessment of the 3 Ps of Quality. Performance focuses on the person’s outputs and the degree with which these satisfy the recipients. Pricing uses as base the cost of production measured in terms of how much time, money and effort were expended to produce an output. Punctuality emphasizes the urgency to deliver goods on time as promised. The 3 Ps can be used as guide for self-assessment in the quest for making quality a way of life. However, little progress in this regard can be achieved unless opportunities for continual growth and mental development are adequately provided. Efforts in this direction require a process and structure for self -development and this is done through proper application of modern approaches. Through time, and with relentless and focused efforts by everyone concerned to achieve success, quality can become a way of life for all - at home and at work.

Culture of excellence, customer satisfaction, measurement, improvement