Title: Culture Based "Sugod" approach to TQM The case of People 360 Consuling Program
In Filipino language, the word “SUGOD” means “move-on together fast!” and is currently used as an acronym for “Survey, Unite, Grow Operationalize, Develop” . It provides a roadmap cum framework which follows Deming’s Plan Do Check Act but adapted to the Filipino culture. For many years, initiating and sustaining efforts towards total quality have remained a formidable challenge for Philippine businesses. Based on extensive experiences and case studies, the need for a culture-sensitive approach was realized to be most urgently needed by the Filipino entrepreneurs in their quest for total quality.
Through time, this realization led to the development by Jose and Miflora Gatchalian of a culture-based road map cum framework towards the pursuit of Total Quality Management (TQM) now known as “SUGOD”. One of the latest and most successful companies that employed the culture-based approach is People 360 Consultancy Corporation (PCC) which was lately reported by Financial Times as one of the “500 Fastest Growing Companies in Asia in 2016-2019”. These were the years that PCC pursued TQM through the “SUGOD” approach. PCC provides professional services and solutions focused on various facets of Occupational Safety and Health.
The Company started as a small venture ( 6 employees) in 2011 and was still struggling to grow when the intervention towards TQM was initiated in mid-2016. With the owner’s exemplary leadership which focused on a Filipino attitude of “Malasakit”, a culture-based sincere concern for others, he succeeded to make the employees imbibe the practice across the ranks. There was a total turn-around in employee attitudes which was strongly observed especially within the first year of the intervention. By 2020 with 149 employees, despite the serious challenges of the Pandemic, the Company remained intact and continued to provide safety-related services to its Clientele.
Dr. MIFLORA MINOZA-GATCHALIAN, CEO, Quality Partners Company, Ltd (QPCL) earned her Doctorate’s degree from the University of Tokyo in Japan, Master of Arts in Statistics and BS Food Technology from the University of the Philippines (U.P.). Apart from her work at U.P. where she retired as full-professor, she also served as V.P. for Operations of Mom and Pop Puyat Food Group, later was Managing Consultant of PIMECO and Red Ribbon Bakeshop and Consultant of many other food and non-food companies.
She was Chief Technical Adviser on Standards and Quality in Vietnam through the International Trade Center, UNCTAD GATT. Together with her late husband, Dr. Jose C. Gatchalian they led the advocacy for a culture-based “SUGOD” approach towards TQM. She has written articles and books on quality and the latest was the third edition of Sensory Evaluation Methods, the first edition written in 1981 was the first book written on this field in the Philippines. S
he is Academician emeritus of the prestigious International Academy for Quality (IAQ), was the Philippine Counsellor of the American Society for Quality (ASQ) and is an ASQ Fellow. She was also past President of the Philippine Society for Quality, Inc. (PSQI) and is the Founding President of the Philippine Association of Food Technologists, Inc. (PAFTI). She is Secretary General Emeritus of the Asia Pacific Quality Organization (APQO), an organization she helped found in 1985 in Beijing, China. Through the years she had obtained numerous local and international awards and the latest of which was the IAQ’s Agnes Zaludova medal “ for inspiring contributions to the advancement of quality by a female professional”.