QC1 Weeks 1-2

Republic of the Philippines

ZAMBOANGA CITY STATE POLYTECHNIC COLLEGE
Region IX, Zamboanga Peninsula
R.T. Lim Blvd., Zamboanga City

LEARNING MODULE

Date Prepared: Document No. ZCSPC – LM2020

QC July 15, 2020 Issued by:
CODE Date Revised: APPROVED
September 15,
2020
QUALITY
CONTROL Prepared by:
COURSE Norwesa L. Madriaga

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VISION MISSION INSTITUTIONAL CORE VALUES

ZCSPC Provide effective and OUTCOMES Love of God;
as the leading provider efficient services through Globally competitive graduates Social Responsibility;
of globally competitive human advance technological who can perform advanced Commitment/
resources. studies and researches for technological competencies in Dedication to the
the empowerment of the their field of specialization. Service; and
nation’s human resources. Accountability

INTRODUCTION

Welcome to Zamboanga City State Polytechnic College, the premier higher education
institution in Zamboanga Peninsula, one of the Centers of Development in Teacher
Education Institutions in the country and an ISO accredited institution as recognized by the
Commission on Higher Education. It is our pride and honor, that you choose ZCSPC as your
school of choice.

With the current situation under a NEW NORMAL condition due to COVID19 Pandemic,
our school is now trying to find ways and means to provide accessible and quality tertiary
education. It is for this reason that the administration has decided to offer flexible learning
education using two modalities: Blended and Distance Learning Education. Inasmuch as
we limit the actual and physical face-to-face mode of delivery, each college has decided to
come up with printed modules to cater those students who cannot avail online learning
modalities.

This module has been prepared to guide you in your learning journey with the use of the
Guided and Self-Directed Learning activities prescribed to finish your course. Each module
includes reading materials that have been chosen to help you understand the ideas and
concepts introduced by the module.

For this semester, your class in Human Resource Management focuses on the application
of skills in managing human resources, and develop capability to perform its key functions
- recruitment, selection, development, appraisal, retention, compensation, labor relations
and environmental education as strategic partners in the emerging industrial trends and
organization. In addition, this course will allow you to demonstrate the skills and capability
in managing and processing human resources and development. Exercises and assessment
of learning activities are provided to test your comprehension and apply the concepts that
you have learned from this module. After accomplishing all modules, you are expected to
do the following:

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1. Apply properly the skills in managing human resources;

2. Develop capability in processing the techniques of managing human resources;

3. Practice by performing the key functions of management such as recruitment,

selection, development, appraisal, retention, compensation, labor relations and
environmental education;

4. Demonstrate the skills in managing human resources and the capability in processing
the techniques of how these human resources will be managed;

5. Demonstrate skills and capability in managing human resources and development.

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HOW TO USE THIS MODULE

This is a self-study module particularly designed to help you study with little or no
intervention from your teacher. Please follow very carefully the instructions on how to
use this module so you can fully benefit from it.

• The lessons on this module are logically organized. Every lesson is connected to the
next and necessary for a better understanding of the next topic. Hence, please do not
skip a page. Read every page of this module and do every task that is asked of you.

• Read the Table of Contents so that you will have a good grasp of the entire course.
Having an overview of what you are about to study will help you see the
interrelationships of the concepts or knowledge that you are about to learn.

• Every lesson or unit begins with the learning objectives. The objectives are the target
skills or knowledge that you must be able to gain or perform after studying the entire
lesson/unit (See page 12)

• Take the post test, activity or practice exercise given at the end of the lesson or unit.
Do this only when you have thoroughly read the entire lesson or unit. When answering
every activity, test or exercise, please answer them honestly without looking at the
answer key. The answer key is given to check your own progress and monitor your own
understanding of the lesson. The knowledge you will gain depends on how much effort
and honesty you put into your work.

• Please pay attention to the Study Schedule on page ____. This will guide you. Make
sure that you don’t lag behind. Lagging behind will result to cramming and eventually
affects your understanding of the lesson.

• Know what it takes to pass the course. Please refer to the Evaluation and Grading
System on pages 9 and 10 respectively.

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• If you encounter difficult words in this module, take some time to know the meaning
of these words in a dictionary. You will fully understand your lesson if you exert extra
effort in understanding it. There is no room for laziness and complacency. College
students are expected to be independent learners.

• If there is anything in the lesson which you need clarification, do not hesitate to contact
your instructor or professor at the appropriate time.

• You will be evaluated by your instructor or professor to check how much knowledge
and skills you have gained. The result of this evaluation will form a big chunk of your
grade. So please do well and do not waste time.

• Lastly, you are the learner; hence, you do the module on your own. Your family
members and friends at home will support you but you must do the activities. As a
ZCSPian you must always be guided by our core values: Love of God; Social
Responsibility; Commitment/Dedication to the Service; and Accountability.

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SUGGESTED STUDY SCHEDULE

Week Topic Activities

Module 1
Unit 1 Understanding Quality
1st Week & 2nd *Define Quality Application I – Essay
Week *Views of Quality Application 2:
*Key Elements of Total Quality/Principles of Essay
Quality Creating my Flowchart
*Quality Gurus
*Hindrances in Total Quality
*Definition of Total Quality Management
*Total Quality Management Tools
Module II Quality and Competitiveness
3rd Week *Define Competitiveness Application I – Concept Paper
*Factors Affecting Competitiveness (Write a Review)
*Relationship between Quality and
Competitiveness
*Cost of Poor Quality
*Factors of Operations Affecting
Competitiveness
*Quality Management Practices in Asian
Countries
Module III Quality Management, Ethics and Corporate
Social Responsibility
4th Week *Concepts of Ethics, Trust, Values, *Integrity, Do This - Case Analysis
Responsibility Do This - Essay
*Manager's Role in Ethics
*Organization's Role in Ethics
*Models for Making Ethical Decisions
Module IV Quality Culture
5th Week *Quality Culture Concepts Message in a Song – Song
*Quality Culture, Traditional Culture Review – Essay
*Factors Affecting Cultural Change Do This – Infographics
*Foundations for a Quality Culture
*Establishing a Quality Culture
*Maintaining a Quality Culture
Module V Employee Empowerment

Week 6 *Employee Empowerment Definition Watching video clip - Essay

*Employee's Roles in Empowerment

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*Manager's Roles in Empowerment Do This – Essay

*Empowerment Implementation
*Characteristics of Empowered Employees

Module VI Leadership for Quality

Weeks 7-8 *Quality Leaders Characteristics Identifying a great Leader

*Leaderships Styles in a Total Quality Setting Do This – Essay 1
*Employees and Manager on Change Do This – Essay 2
*How to Lead Change
Do This – Essay 3
*Best Practices in Leadership
Do This – Essay 4
Module VII Effective Communication

Weeks 9-10 *The Role of Communication in Total Quality I’ll Talk, you listen, You talk, I’ll
*Understanding Communication as a Process. listen – Communicate with
*Recognizing Inhibitors of Communication Buddy
*Establishing a Conducive Communication
Do This – Essay
Climate
*Management Strategies for Building Communication Plan Creation
Interpersonal Relationship
Week 11 Midterm Examination

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EVALUATION

To pass the course, you must:

1. Read all course readings and answer the pre-assessment quizzes, self-assessment
activities and reflection questions.
2. Answer the print-based discussion activities.
3. Submit four assignments and two graded quizzes for midterm and final and
examinations.
4. Submit the final project (Portfolio).
5. Do the Mid Term and Final examinations.

Evaluative Assessment Activities

A. Quizzes and Examinations

Instruction: Examinations are embedded in your module. These examinations must be
answered as guided by the given evaluation tool. I will call you, if you need help or
assistance for purposes of further validation and verification. You can also send me a
message using my FB messenger account or through our forum.

B. Assignment and Projects

Instruction: There will be assignments that will comprise the final project for this
course. The evaluation tools to these assignments are provided in this module.

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GRADING SYSTEM

NO. CRITERIA PERCENTAGE (%)

1 Submission of Portfolio 50
2 Learning Outcome Validation 20
3. Summative Assessment 30
Total 100%

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TABLE OF CONTENTS

Cover Page 1

Introduction 2

Study Guide 4

Study Schedule 6

Module I 11

Module II 26

Module III 34

Module IV 42

Module V 48

Module VI 53

Module VII 68

References 77

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MODULE I: Introduction to Quality Control

UNIT 1
TITLE: Understanding Quality

OBJECTIVES

After studying Module I, you are expected to perform the following

learning tasks:
 Explain the Concepts of Quality and Total Quality Management.
 Discuss the Elements/Principles of Quality.
 Describe the Contributions of the Pioneers of Total Quality
Management.
 Recommend other ways to Achieve Total Quality in a Workplace.
 Apply the Quality Tools for Process Improvement.

INTRODUCTION
The Lessons in Module I will introduce you into the comprehensive concepts on Total Quality
Management. These concepts are very important in the actual job placement as these are the expected
practices in your future world of work.

Activity:
Before you read the contents of Module II, please perform the following tasks:

“My Grocery Store of Choice: An Evaluation”

1. Select/Identify two grocery stores from which you usually buy your foodstuffs and other
items.
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___________________________________________________________________________
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2. Rate the services of each store. Use the rating scale below:

Rating Descriptive Rating

Extremely Good (5) Aside from friendly staff, a detailed description of the
products the store is offering to the consumer, along with
prices, and a listing of the goods, services, or features
available.
Very Good (4) Basic description of what the store is offering to the
consumer, along with prices, and a listing of the goods,
services, and features available.
Good (3) Only a listing of the goods, services, and features available
with prices
Fair (2) Incomplete list of the goods, services, and features available.
Not all products have price tags.
Poor (1) Incomplete list of the goods, services, and features available.
Products with no Price tags and need to inquire from cashier.

Grocery Store # Rating Descriptive Evaluation Remarks

Grocery Store 1
Services rated:
Courteous Staff
Cleanliness of store
Wide selection of
items
Item Price
Turnaround Time
Ambiance
Grocery Store 2
Services rated:
Courteous Staff
Cleanliness of store
Wide selection of
items
Item Price
Turnaround Time
Ambiance

Analysis:

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1. List down your reasons for choosing the Grocery Store (I or II) are better than the other.
a. ________________________________________________________________________
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b. ________________________________________________________________________
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________________________________

c. ________________________________________________________________________
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________________________________

d. ________________________________________________________________________
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________________________________________________________________________
________________________________

e. ________________________________________________________________________
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________________________________

2. What are the things/services/goods that the Better Grocery Store (I or II) has, but which the
other Grocery Store does not have?

Grocery Store I Has Grocery Store II Does not have

3. Explain your reasons why you have chosen Grocery Store (I or II) as better than Grocery
Store (I or II)?

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___________________________________________________________________________
___________________________________________________________________________
___________________________________________________________________________
___________________________________________________________________________
___________________________________

Abstraction:
Among the grocery stores in the city, you have chosen one as the best for you because of the
reasons you have identified. These reasons are your standards of measuring one thing over the
other. This is what we refer to as Quality. According to Oxford, Quality refers to the degree of
excellence of something.

A. Quality:

In the study conducted by McCracken and Kaynak, they found out that quality and productivity
are directly related. That is, as quality increases, productivity of the company also increases.

Quality or lack thereof, affects the entire organization from supplier to customer and from
product to design to maintenance. A successful quality strategy begins with an organizational
culture that fosters quality, followed by an understanding of the principles of quality, and then
engaging employees in the necessary activities to implement quality. When these things are well
done, the company satisfies its customers and obtains competitive advantage. The ultimate goal
is to win customers. Since quality causes so many other good things to happen, it is a great place
to start.

Quality Management - ensures that an organization, product or service is consistent.

Quality of service is a comprehensive customer evaluation of a particular service and the extent
to which it meets their expectations and provides satisfaction.

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What are the dimensions of service Quality?

Reliability – This means an organization perform a service correctly the first time.

Assurance – Refers to employees’ courtesy and knowledge, and their capacity to transfer
confidence and trust to customers.

Responsiveness - This involves telling customers exactly when things will be done, giving them
undivided attention, promoting services, and responding in accordance with their requests.

Tangibles – They refer to physical facilities (equipment, personnel, and communications

materials). Tangibles are the physical image of the service that customers will use to assess
quality.

Empathy – This is the ability to understand and share the feelings of another. Empathy means
caring, paying personal attention, and providing services to customers.

Competence – Refers to the ability to do something successfully or efficiently.

Human competency is one of the most common areas involved in the management of people at
work.

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What are the dimensions of product Quality? (Garvin, 1987)

Performance – This is the action or process of carrying out or accomplishing an action, task, or
function. Performance refers to a product’s primary operating characteristics.

Features – These are distinctive attribute or aspect of something. Features are described as the
“bells and whistles” of products and services, they are the characteristics that supplement their
basic functioning.

Reliability – This describes the quality of being trustworthy or of performing consistently well.
Reliability reflects the probability of a product malfunctioning or failing within a specified time.

Conformance – This describes how well something (product or service) meets a specified
standard in order to satisfy customers. Conformance refers to the degree to which a product’s
design and operating characteristics meet established standards.

Durability – This is the ability of a material or product to remain serviceable in the surrounding
environment during useful life without damage. Durability refers to the measure of product life.

Serviceability – This is the measure of the features that support the ease and speed of which
corrective maintenance and preventive maintenance can be conducted on a system.
Serviceability refers to the speed, courtesy, competence, and ease of repair.

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Aesthetics – This refers to how a product looks, feels, sounds, tastes, or smells—is clearly a matter
of personal judgment and a reflection of individual preference. Aesthetic means the pleasant
positive or artful appearance of a person or a thing.

Perceived Quality – This refers to the customer’s perception of a product’s ability to fulfill
his/her expectations. It may have little or nothing to do with the actual excellence of the
product. Also, perceived quality refers to the quality of products today is similar to the quality of
products yesterday, or the quality of goods in a new product line is similar to the quality of a
company’s established products.

Application 1. Essay
Please answer the following questions:

1. How is quality evident in your life as a student of ZCSPC?

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2. Is quality necessary even in doing schoolwork? Why?

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3. How will you apply the dimensions of product quality in terms of you submitting a
research paper?
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________________________

Please submit your essay on or before September 30, 2020.

Your discussions on Application 1 are evaluated on the basis of the Rubric Assessment format below:

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CRITERIA PERFORMANCE INDICATORS POINTS

Content Provided specific related 4
details.
Grammar Used correct grammar, 2
punctuation, spelling and
capitalization
Organization of Ideas Expressed the points in clear 4
and logical arrangement of
ideas in the paragraph
TOTAL 10

B. Quality Pioneers/Gurus and Their Contributions:

1. Dr. Walter A Shewhart
- The Grandfather of Total Quality Management
- Introduced the PDSA cycle

2. Kaoru Ishikawa
- Invented Fishbone diagram (cause and effect diagram), a major quality tools and
concepts.
- Father of Japanese Quality and a key figure in the development of quality initiatives in
Japan.

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3. Philip Crosby
- Known for initiating Zero Defects program, a philosophy that reinforces the notion that
mistakes are not acceptable, and because of this, all people working in a company must
ensure to things correctly the first time.
- Developed the Four Absolutes of quality, as a way to promote the impression that
increased in quality does not always mean increase in cost.

4. Dr. Edwards Deming

- Introduced the 14 Points for Management to make businesses effective.
o Create constancy of purpose for improvement of product and service
o Follow a new philosophy
o Discontinue dependence on mass inspection
o Cease the practices of awarding business on price tags.
o Strive always to improve the production and service of the organization
o Introduce new and modern methods of on-the-job training
o Device modern methods of supervision
o Let go of fear
o Destroy barriers among the staff areas.
o Dispose of the numerical goals created for the workforce.
o Eradicate work standards and numerical quotas
o Abolish the barriers that burden the workers
o Device a vigorous education and training program
o Cultivate top management that will strive toward these goals

5. Dr. Genichi Taguchi

- Developed a methodology to improve quality and reduce costs known as the Taguchi
Methods.
- Developed the quality loss function.

6. Dr. Joseph Juran

- Known for developing the Quality Control Handbook 1951

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- Introduced Juran's Trilogy, an improvement cycle.

7. Dr. Armand Feigenbaum

- Developed the concept of Total Quality Control, a system for integrating the quality
development, quality maintenance, and quality improvement to achieve customer
satisfaction.

C. ISO Instruments on Quality Management:

According to ISO (International Organization for Standardization), the following are the quality
management principles:
1. Customer focus
2. Leadership
3. Engagement of people
4. Process approach
5. Improvement
6. Evidence-based decision making
7. Relationship management

Quality Management Tools (Basic):

Cause-and-effect (Ishikawa or fishbone diagram) - A way of visualizing the various factors
associated with a process affect the process’ output.

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Check sheets - A structured, prepared form that is designed for recording data.

Histograms - The most commonly used graph for showing the range of values of a measurement
and the frequency with which each value occurs.

Pareto Chart - A method of organizing errors or defects to help focus on problem-solving

efforts.

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Scatter diagram – It used to determine the relationship between two characteristics.

Flowcharts – Graphically present a process or system using annotated boxes that are
interconnected.

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Application 2: Assignment

1. With the different fast food chain restaurants in Zamboanga City, you are to choose two of
them using the identified code. Below is the list of codes with the corresponding names of
the fast food chain restaurants for you to choose from.

Code Fast Food Chain Restaurant I Fast Food Chain Restaurant II

JBMD-1 Jolibee McDonald’s
CKJB-2 Chowking Jolibee
MDMI-3 McDonald’s Mang Inasal
MIBK-4 Mang Inasal Burger King
BKCK-5 Burger King Chowking

Rate your chosen code using the service quality dimension below:
5 – Excellent
4 – Very Good
3 – Good
2 – Fair
1 - Poor

CODE _____ 5 4 3 2 1 CODE _____ 5 4 3 2 1

Performance
Features
Reliability
Conformance
Durability
Serviceability
Aesthetics
Perceived Quality

2. In your chosen fast food chains (Code), observe the processes in both restaurants.
Identify the concerns/challenges about their processes that result to inconvenience to the
customers. (Remember to indicate the date and time of observation)

Observations:
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___________________________________________________________________________
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___________________

Date and Time Observed: ______________

3. Observe the first chosen fast food chain restaurant, what standards does this restaurant
have that you can recommend to the second restaurant?
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___________________________________________________________________________
___________________________________________________________________________
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Please submit via forum on or before September 30, 2020.

Your discussions on Application 2 are evaluated on the basis of the Rubric Assessment format below:

CRITERIA PERFORMANCE INDICATORS POINTS

Content Provided pieces of evidence, 10
supporting details and factual
scenarios.
Grammar Used correct grammar, 5
punctuation, spelling and
capitalization
Organization of Ideas Expressed the points in clear 10
and logical arrangement of
ideas in the paragraph
TOTAL 25

Application 3: Assignment

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From the concept of flowchart that you have learned and discussed in this module, draw a flowchart
that will represent your journey in completing your program.

Submission is on September 30, 2020.

Your flowchart will be evaluated on the basis of the Rubric Assessment format below:

CRITERIA PERFORMANCE INDICATORS POINTS

Neatness and Organization The information in the chart is 5
well-organized
Titles, Labels and Headings The chart is clearly labeled 5
Content Provided specific related 15
answers with related details
TOTAL 25

Reflection:
1. What three things have you learned from this particular module?
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2. How will these three things help you in your current program and in your future career?
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___________________________________________________________________________
___________________________________________________________________________
___________________________

Note: You are required to comment on one post of your classmates. Remember to only give
positive feedbacks to the post of your classmates. Your comment should be equal to 50 words
and above.

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REFERENCES
A Framework for Making Ethical Decisions, MAKING CHOICES: A FRAMEWORK FOR MAKING
ETHICAL DECISIONS (n.d.). Retrieved July 24, 2020, from
https://www.brown.edu/academics/science-and-technology-studies/framework-making-
ethical-decisions

Chan, T.H., & Quazi, H. (2000). QUALITY MANAGEMENT PRACTICES IN

SELECTED ASIAN COUNTRIES: A Comparative Study. Retrieved July 24, 2020, from
https://www.pomsmeetings.org/Meeting2000/abstracts.htm

Communication Inhibitors (2015). Retrieved July 28, 2020, from

https://essayturf.com/blog/communication-inhibitors/

Cost of Quality (n.d.). Retrieved July 24, 2020, from

https://asq.org/quality-resources/cost-of-quality

Creating an Effective Communication Climate (2011). Retrieved July 28, 2020, from
https://smartamarketing.wordpress.com/2011/01/22/creating-an-effective-communication-
climate/

Dudovskiy, J. (2013). Factors Causing Cultural Change: a brief literature review. Retrieved July
25, 2020, from https://research-methodology.net/factors-causing-cultural-change-a-brief-
literature-review/

Garvin, D. (1987). Competing on the Eight Dimensions of Quality. Retrieved July 24, 2020, from
https://hbr.org/1987/11/competing-on-the-eight-dimensions-of-quality

Juneja, P. (n.d.). Kotter’s 8 step Model of Change. Retrieved July 29, 2020, from
https://www.managementstudyguide.com/kotters-8-step-model-of-change.htm
Plunkett, W.R., & Attner, R.F. (1991). Introduction to Management (Second Edition). USA:
PWS-Kent.

Shah, K. (2016). Quality Gurus and their Key Contributions. Retrieved July 24, 2020, from
https://www.focusstandards.org/quality-gurus-key-contributions/

Speer, J. (2019). WHAT IS A QUALITY CULTURE? (AND 7 TIPS FOR CREATING ONE). Retrieved July 25,
2020, from https://www.greenlight.guru/blog/quality-culture

Stark, P.B (2010). 8 Tips to help Managers and Employees deal with Organizational Change.

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Retrieved July 29, 2020, from https://peterstark.com/managers-employees-organizational-

change/

Ten (10) Excellent Ways to Develop Interpersonal Skills at Work (n.d.). Retrieved July 29, 2020, from
https://www.educba.com/how-to-develop-interpersonal-skills-at-work/

THE 7 BASIC QUALITY TOOLS FOR PROCESS IMPROVEMENT (n.d.). Retrieved July 24, 2020, from
https://asq.org/quality-resources/seven-basic-quality-tools

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