TESDA-SOP-CSC-02-F01

CUSTOMER SATISFACTION MATRIX OF PROCESS OWNERS

Customer Focus is the first Quality Management principle. Organizations depend on their customers and therefore should
understand their current and future needs; meet their requirements; and strive to exceed customer requirements.

MEANS OF
CUSTOMER
PROCESS/ CUSTOMER PERFORMANCE MEASURES GATHERING
REQUIREMENTS
ORGANIZATIONAL (5.2) INFORMATION
(5.2)
LEVEL (5.2) (8.2.1)
QUALITY ADEQUACY TIMELINESS
Services/Process
A. Central Office Internal

External

B. Regional Office Internal

External

C. Provincial Office Internal

External
 TESDA-SOP- CSC-02-F02

CUSTOMER SATISFACTION MATRIX FOR UTPRAS

Customer Focus is the first Quality Management principle. Organizations depend on their customers and therefore should
understand their current and future needs; meet their requirements; and strive to exceed customer requirements.

MEANS OF
CUSTOMER
PROCESS/ CUSTOMER PERFORMANCE MEASURES GATHERING
REQUIREMENTS
ORGANIZATIONAL (5.2) INFORMATIO
(5.2)
LEVEL (5.2) N (8.2.1)
QUALITY ADEQUACY TIMELINESS
Unified TVET Program Registration and Accreditation System
A. Central Office Industry (as - Competent Right quality of Right quantity of Workers available  Industry
customer) workers workers workers in the at the right time consultation
developed right location  Employers’
Survey
Reduced mismatch
Executive - Data related to - Data Data is provided Data available at Submitted
Offices UTPRAS updated as the right time reports by
- Feedbacks to and requested/neede ROPODO
UTPRAS accurate d
queries - Data as
input to
policy
formulation
and
preparation
of agency
reports
 Regional - Strategic Corporate Plan At least once in 5 Start of the plan Customer
Offices Directions indicating goals years period Feedback
Provincial and strategies Survey
Offices (e-mail)
District Offices Correct All RO/PO/DO
- Program understanding UTPRAS focals Availability before
Registration of the acceptance of
Guidelines guidelines program Monitoring and
One per registration evaluation
- Program - Correct ROPODO applications
Registration and understandi
Compliance ng of the
Audit guidelines
Procedures - Compliance
Manual to audit
procedures
At least one
Trained At least one each orientation/training
UTPRAS from ROPODO for every
- Support focals procedures issued
Services
 Technical
Assistance
 Training/ Availability of data
Capability Guidelines and and guidelines Customer
TVET Building Correct data are provided feedback
Institutions understanding as requested survey
- Data related to of
UTPRAS the guidelines
- Program
Registration Before application
B. Regional Office Guidelines At least once per
 year Customer
Provincial Correct Feedback
Offices - Support understanding Survey
District Offices Services on:
 Proper - Program Monitoring and
Guidance and Registration Evaluation of
mentoring Guidelines the Program
 Training and
Procedures Within period
C. Provincial At least once specified in
Office before application citizen charter
District Offices Compliance
TVET Compliance Audit
Institutions on: Zero complaints
- Support - Training on length of
Services Standards processing time Contact Center
 Technical - Registration Complete and monitoring/
Assistance procedures correct inquiries
 Training/ documentation
Capability Complete and and requirements
Building correct
documentation Zero complaints
- Registration of and on adequacy of
programs requirements information
provided
 Guidance / Zero
orientation on complaints
the TRs from applicant
 Efficient institution
processing of
application
 Industry Competent Right quality of Right quantity of Workers available - Industry
workers workers workers in the at the right time consultation
developed right location s
- Employers
survey
- Labor force
surveys

TESDA-SOP- CSC-02-F03

CUSTOMER SATISFACTION MATRIX FOR ASSESSMENT AND CERTIFICATION

Customer Focus is the first Quality Management principle. Organizations depend on their customers and therefore should
understand their current and future needs; meet their requirements; and strive to exceed customer requirements. We believe
quality assessment leads to credible certification

PROCESS/ CUSTOMER CUSTOMER PERFORMANCE MEASURES MEANS OF

ORGANIZATIONAL REQUIREMENTS (5.2) GATHERING
LEVEL (5.2) (5.2) INFORMATION
 (8.2.1)
QUALITY ADEQUACY TIMELINESS
Assessment and Certification
A. Central Office Industry (as - Competent Certified Right quality of Workers  Industry
customer) workers workforce workers in the available at the consultation
right location right time  E-
mail/contact
Reduced mismatch center
service
 Assessment
Tools
Development
 Employers’
Survey
Regional Offices - Program Assessment and At least once for Before Customer
Provincial Guidelines Certification every implementation Feedback
Offices Guidelines assessment tool of Assessment Survey
- Procedures deployed (e-mail)
Manual Orientation on Before roll-out
assessment All RO/PO A/C Monitoring and
- Orientation on tools focals evaluation
the use of (RWAC)
Assessment Before
tools Training of One per implementation e-mail/contact
assessors province center service
- Assessment
tools Registry of
- Support Accredited
Services Assessors and
 Technical Assessment
Assistance Centers
B. Regional Office
  Training/ Start of the roll- E-mail/contact
Provincial Capability Correct out and/or as center service
Offices Building understanding At least once necessary
 Fund on: per year Customer
Allocation - Assessment Feedback
tools Before Survey
application
CSC on SCEP - Support Monitoring and
C. Provincial Office Services Evaluation of
 Proper the Program
Guidance
TVET and Compliance on: At least once Compliance
Institutions mentoring - Training before Audit
 Training Standards application Within period
Assessment - Registration specified in
Centers/ procedures citizen charter Contact Center
monitoring/
Assessment Complete and inquiries
Venues correct Zero
- Support documentation Complete and complaints on
Assessors Services and correct length of
 Technical requirements documentation processing
Assistance and time
 Training/ Zero complaints requirements
Capability from assesses
Building Zero complaints
on adequacy of
- Accreditation of information
Assessment provided
Centers

- Accreditation of
 Assessment
Venues
 Regular
capability
building
 Efficient
processing
of application
 TESDA-SOP- CSC-02-F04

NSCB Approval No. TESDA-1121-01

2011 EMPLOYER’S SATISFACTION SURVEY QUESTIONNAIRE
Introduction:

Our records indicate that your organization employs graduates of technical

education and skills development programs. In pursuit of improving TVET service
delivery, we would like to evaluate the level of satisfaction of the employers on the
performance of the TVET graduates in their place of work. We are most interested in
the level of satisfaction with the skills, knowledge and attitude demonstrated by the
graduates.

Your response is of critical importance and we will appreciate any comments

you may provide. All answers will be treated with strict confidentiality and shall not be
used for any other purpose. Thank you very much.

Part I. Demographic Information(to be answered by the HR Officer)

Name of Respondent: ____________________

Position/Designation:______________________

Contact Number : _______________________ Personal Email

Address:____________________

1. Name of Company

2. Address

(No. / Street/ Barangay/ Municipality/ Province)

DO NOT FILL THIS BOX (FOR TESDA USE ONLY)

PSGC CODE______________________________

3. Email Address/URL of the

Company
4. Year the Company was
Established
5. Legal Organization in 2011 (Encircle your answer, please)
A. Government B. Private
A.1. National B.1. Single Proprietorship
A.2 Provincial / Local B.2. Partnership
A.3. Government Owned and B.3. Stock Corporation
Controlled Corporation B.4. Non-Stock, Non-Profit
A.4. Others, pls. specify Corporation
____________ B.5. Cooperative
B.6. Others, pls. specify __________
6. Economic Activity or Business in 2011

A. Main Activity (Refers to the activity that contributes the biggest or major portion of the
gross income or revenue of this establishment e.g. sales and assemble of computers)

B. Major products/goods produced or sold and/or type of service rendered

(Specify e.g. computers (PC/Laptop), motor vehicles)

C. Secondary/Other Activities (e.g. repair of computers, motor vehicles)

DO NOT FILL THIS BOX (FOR TESDA USE ONLY)

2009 PSIC CODE_________________

7. How many people does your company employ (As of December 2011)?
____________
Note: To answer this item and succeeding items 8 and 9, please, include all types of
employees whether regular permanent, job order and contractual.

8. What percentage of your total workforce are skilled workers (As of December
2011)? _____

9. How many of your skilled workers are TESDA Certified (As of December 2011)?
_________

10. Please identify the occupations in your company that require TESDA
certification and indicate the level of certification.
Do Not Fill
(For TESDA Use Level of Certification
Occupations
Only) (e.g. COC, NC I, NC II,
PSOC Code NC III, NC IV)

11. Please List down the occupations (skilled) that you think are needed by your
company in 2012

Do Not Fill
Number of Specify the difficulty in
(For TESDA Use
Occupation workers hiring people in the
Only)
required identified occupation
PSOC Code
12. Do you provide incentives to TVET graduates or skilled workers with TESDA
certification?
A. YES B. NO, Please proceed to Item 14

13. What are the incentives that you provide for your certified workers? Please check as
many as applicable.
A. Salary Increase
B. Promotion
C. Job Security
D. Others, please specify _______________

14. Does your company provide TVET related training programs to your skilled
workers?
A. YES B. NO

If YES, please fill up the table below

What are the training programs Indicate reasons for offering such training
provided? programs

Part II. Satisfaction with Graduates Hired (to be answered by immediate supervisor
of the TVET Graduate)
Note: Incase of more than five employed TVET graduates, Please rate at least five in various
occupations as applicable using the questionnaire below.

INSTRUCTIONS:
Rate the following performance indicators of your organizations TVET graduates. Please
indicate your rating by putting a check mark () below the number that best describe your opinion. The
numerical rating of 1 to 5 and 8 has the corresponding adjectival rating described as follows:
Numerical Rating Adjectival Rating
6 --------------------------------------------- Don’t know
5 --------------------------------------------- Outstanding
4 --------------------------------------------- Very Satisfactory
3 --------------------------------------------- Satisfactory
2 --------------------------------------------- Poor
1 --------------------------------------------- Very Poor
Name of Graduate:__________________ Sex: _________Job
Position/Designation:________________ Years of Experience on the Present Job: ______ Name
of School:_______________________________
Title of TVET Course:________________________________ Year Graduated
:_____________________
Name of Immediate Supervisor _______________________

CHARACTERISTICS 1 2 3 4 5 6
Theoretical and Practical Knowledge in Delivering Tasks and Responsibilities
1. Possesses technical skills and knowledge needed for the job
2. Understand and speaks the language in which business is conducted
3. Capable of communicating in speech and writing
4. Observes protocols in reporting using standard operating procedures
5. Ability to solve work related problems

Trainability of employed graduates on the Skills Needed for the Job

6. Listens attentively to instructions and follows order as instructed
7. The ability to learn new skills and knowledge on the job
8. Obtain and convey workplace information
9. Adapts to the existing technology relevant to the enterprise
10. Enthusiastic in learning skills the latest advancement related to the job

Carries positive work attitude such as teamwork, confidence, self motivation, etc.
11. Works well in a group to achieve a goal
12. Produces outputs on time while working with little supervision
13. Easily adopts to work environment
14. Ability to handle stress and pressures on the job
15. Accepts other jobs other than specified on the job description

Name of Graduate:__________________ Sex: _________Job

Position/Designation:________________ Years of Experience on the Present Job: ______ Name
of School:_______________________________
Title of TVET Course:________________________________ Year Graduated
:_____________________
Name of Immediate Supervisor _______________________

CHARACTERISTICS 1 2 3 4 5 6
Theoretical and Practical Knowledge in Delivering Tasks and Responsibilities
1. Possesses technical skills and knowledge needed for the job
2. Understand and speaks the language in which business is conducted
3. Capable of communicating in speech and writing
4. Observes protocols in reporting using standard operating procedures
5. Ability to solve work related problems

Trainability of employed graduates on the Skills Needed for the Job

6. Listens attentively to instructions and follows order as instructed
7. The ability to learn new skills and knowledge on the job
8. Obtain and convey workplace information
9. Adapts to the existing technology relevant to the enterprise
10. Enthusiastic in learning skills the latest advancement related to the job
Carries positive work attitude such as teamwork, confidence, self motivation, etc.
11. Works well in a group to achieve a goal
12. Produces outputs on time while working with little supervision
13. Easily adopts to work environment
14. Ability to handle stress and pressures on the job
15. Accepts other jobs other than specified on the job description
Name of Graduate:__________________ Sex: _________Job
Position/Designation:________________ Years of Experience on the Present Job: ______ Name
of School:_______________________________
Title of TVET Course:________________________________ Year Graduated
:_____________________
Name of Immediate Supervisor _______________________

CHARACTERISTICS 1 2 3 4 5 6
Theoretical and Practical Knowledge in Delivering Tasks and Responsibilities
1. Possesses technical skills and knowledge needed for the job
2. Understand and speaks the language in which business is conducted
3. Capable of communicating in speech and writing
4. Observes protocols in reporting using standard operating procedures
5. Ability to solve work related problems

Trainability of employed graduates on the Skills Needed for the Job

6. Listens attentively to instructions and follows order as instructed
7. The ability to learn new skills and knowledge on the job
8. Obtain and convey workplace information
9. Adapts to the existing technology relevant to the enterprise
10. Enthusiastic in learning skills the latest advancement related to the job

Carries positive work attitude such as teamwork, confidence, self motivation, etc.
11. Works well in a group to achieve a goal
12. Produces outputs on time while working with little supervision
13. Easily adopts to work environment
14. Ability to handle stress and pressures on the job
15. Accepts other jobs other than specified on the job description

Name of Graduate:__________________ Sex: _________Job

Position/Designation:________________ Years of Experience on the Present Job: ______ Name
of School:_______________________________
Title of TVET Course:________________________________ Year Graduated
:_____________________
Name of Immediate Supervisor _______________________

CHARACTERISTICS 1 2 3 4 5 6
Theoretical and Practical Knowledge in Delivering Tasks and Responsibilities
1. Possesses technical skills and knowledge needed for the job
2. Understand and speaks the language in which business is conducted
3. Capable of communicating in speech and writing
4. Observes protocols in reporting using standard operating procedures
5. Ability to solve work related problems

Trainability of employed graduates on the Skills Needed for the Job

6. Listens attentively to instructions and follows order as instructed
7. The ability to learn new skills and knowledge on the job
8. Obtain and convey workplace information
9. Adapts to the existing technology relevant to the enterprise
10. Enthusiastic in learning skills the latest advancement related to the job

Carries positive work attitude such as teamwork, confidence, self motivation, etc.
11. Works well in a group to achieve a goal
12. Produces outputs on time while working with little supervision
13. Easily adopts to work environment
14. Ability to handle stress and pressures on the job
15. Accepts other jobs other than specified on the job description
 Name of Graduate:__________________ Sex: _________Job
Position/Designation:________________ Years of Experience on the Present Job: ______ Name
of School:_______________________________
Title of TVET Course:________________________________ Year Graduated
:_____________________
Name of Immediate Supervisor _______________________

CHARACTERISTICS 1 2 3 4 5 6
Theoretical and Practical Knowledge in Delivering Tasks and Responsibilities
1. Possesses technical skills and knowledge needed for the job
2. Understand and speaks the language in which business is conducted
3. Capable of communicating in speech and writing
4. Observes protocols in reporting using standard operating procedures
5. Ability to solve work related problems

Trainability of employed graduates on the Skills Needed for the Job

6. Listens attentively to instructions and follows order as instructed
7. The ability to learn new skills and knowledge on the job
8. Obtain and convey workplace information
9. Adapts to the existing technology relevant to the enterprise
10. Enthusiastic in learning skills the latest advancement related to the job

Carries positive work attitude such as teamwork, confidence, self motivation, etc.
11. Works well in a group to achieve a goal
12. Produces outputs on time while working with little supervision
13. Easily adopts to work environment
14. Ability to handle stress and pressures on the job
15. Accepts other jobs other than specified on the job description

2. How would you rate your overall level of satisfaction with the work and performance of
the TVET graduates in your organization?

1. Very Dissatisfied 2. Somewhat Dissatisfied 3. Neither Satisfied nor Dissatisfied

4. Somewhat Satisfied 5. Very Satisfied

3. Please Indicate whether you strongly disagree, disagree, agree or strongly agree with the
following statements:

1=strongly 2=disagree 3=agree 4=strongly 6=don’t

disagree agree know

TESDA responds to the needs of our company by: (please encircle the rating)

a.Providing an adequate supply of graduates 1 2 3 4 6

b.Providing appropriate skills to graduates 1 2 3 4 6
c. Providing assistance in the form of:
 Trainors training 1 2 3 4 6
 Scholarship 1 2 3 4 6
 Upgrading the skills of workers 1 2 3 4 6

4. 4. Based from your experience, would you continue to hire/employ TVET graduates?
1. YES 2. NO
ADDITIONAL COMMENTS:
Please indicate other comments on the space provided below on the following TVET areas of concerns
in order to meet the present and future needs of your establishment.
Knowledge, Skills and Attitude of TVET Graduates

Training Delivery of TVET Providers in your Area

Assessment and Certification Program of TESDA

Thank you very much for completing the survey. Your participation is greatly appreciated.