Total quality management practices and operational performance of milk tea shops in selected areas of Cavite / by Nikka Ella S. Alcala, Stephanie Joy E. Ferrer and Luzviminda R. Romero and Czarina Ariel B. Vida.

Thesis (Bachelor of Science in Business Management major in Operations Management) Cavite State University.

Includes bibliographical references.

College of Economics, Management and Development Studies (CEMDS).

ALCALA, NIKKA ELLA S., FERRER, STEPHANIE JOY E., ROMERO, LUZVIMINDA R., VIDA, CZARINA ARIEL B. Total Quality Management and Operational Performance of Milk Tea Shops in Selected Areas of Cavite. Undergraduate Thesis. Bachelor of Science in Business Management major in Operations Management. Cavite State University, Indang, Cavite. August 2022. Adviser: Asso. Prof. Rowena R. Noceda.

Every business entity seeks to have a continual system of improvement in giving excellent quality service and products that will satisfy customers' needs in the present and future. This study aimed to determine the practices being implemented in milk tea shops such as leadership, employee training, process management, and customer focus. This likewise determined the relationship between total quality management practices and operational performance. Data were obtained through the use of electronic survey-Google forms, which further made use of a descriptive statistical tools to describe the demographic profile of the participants and their business profile, while inferential statistics was employed to ascertain the relationship between the variables. The study revealed that leadership as one of the TQM practices had a highly significant association with productivity, a significant relationship with waste reduction, while an insignificant relationship with new product development. Employee training, in addition, was found to have a significant relationship with waste reduction, while no significant relationship existed with productivity and new product development. Process management, on the other hand, was observed to be significantly associated with waste reduction, productivity, and new product development. Lastly, customer focus was viewed to be highly correlated with new product development and yielded oppositive results in terms of waste reduction and productivity. The milk tea shops are performing total quality management practices; therefore, it is recommended that milk tea shops should continue implementing the TQM practices for the continual improvement of giving the best quality for their consumers either the products or services.

Submitted to the University Library 10/10/2022 T-9094