EFFECT OF THE ISO CERTIFICATION OF INEC ON ITS SERVICES TO CONSUMERS IN ILOCOS NORTE
CHAPTER I
INTRODUCTION
RATIONALE
ISO originated from the union of two organisations – the ISO (International Federation of
the National Standardizing Associations) and the UNSCC (United Nations Standard Coordinating
Committee).
In 1946 over 25 countries met at the Institute of Civil Engineers in London to create a new
international organisation, where the objective was to ‘facilitate the international coordination
and unification of industrial standards’ From this the new organisation ISO began operations in
February 1947. The word ISO is derived from the Greek ISOS meaning ‘equal’.
As the International Organization for Standardization would translate differently across
different languages it was decided that the short form name for the organisation would be ISO.
Today the ISO has grown to a confederation of delegates representing over 150 countries
and has published over 16,500 international standards. They meet on a regular basis to further
develop new and existing management standards.
STATEMENT OF THE STUDY
This study aims to determine the effect of the ISO Certification of INEC on its services to
consumers in Ilocos Norte. Specifically, the analysis of the study will answer the following
research questions:
1. To what extent does ISO certification help improve INEC consumers’ satisfaction;
2. How can ISO certification help INEC improve consumers’ satisfaction;
3. Why is ISO certification important to INEC;
4. How does ISO certification improves INEC consumers’ perceptions with quality,
satisfaction and corporate image?
SCOPE AND DELIMITATION OF THE STUDY
Inec employees
IMPORTANCE OF THE STUDY
This study aims to determine the effect of the ISO certification of INEC on its services to
consumers on Ilocos Norte. The study will help INEC employees improve their performance in
achieving consumers’ satisfaction. The study determines the level of performance of employees
in dealing with consumers on different aspects of services. Whakjakjskj;dsl
DEFINITION OF TERMS
Consumers –
INEC – Ilocos Norte Electric Cooperative, Inc.
ISO – International Standard Organization
CHAPTER II
REVIEW OF RELATED LITERATURE AND STUDIES
During World War II, there were quality problems in many British explosive industries, where
bombs were exploding in factories during assembly. The solution adopted to address these quality
problems required factories to document their manufacturing procedures and to prove by record-keeping
that the procedures were being followed. The standard was BS 5750, and it was known as a management
standard because it specified not what to manufacture, but how the manufacturing process was to be
managed. In 1987, the British Government persuaded the International Organization for Standardization
(ISO) having member countries more than 180, to adopt BS 5750 as an international standard. The
international standard was named ISO 9000 series. ISO 9000:1987 had the same structure as the British
Standard BS 5750, with three models for quality management systems, the selection of which was based
on the scope of activities of the organization.
ISO 9000:1994 emphasized quality assurance via preventive actions, instead of just checking final
product, and continued to require evidence of compliance with documented procedures. ISO 9001:2000
combined the three standards 9001, 9002, and 9003 into one, called 9001. Design and development
procedures are required only if a company engages in the creation of new products. The 2000 version
sought to make a radical change in thinking by placing the concept of process management front and
centre ("Process management" was the monitoring and optimizing of a company's tasks and activities,
instead of just inspecting the final product). The new ISO 9001:2008 was published on 15 November 2008.
ISO 9001:2008 uses the same numbering system as ISO 9001:2000 to organize the standard. As a result,
the new ISO 9001:2008 standard looks very much like the 9001:2000. No new requirements have been
added. However, some important clarifications and modifications have been made like defining the scope
of control on outsourced processes, validation of software, effectiveness of corrective/preventive action,
control of external documents, etc.
CHAPTER III METHODOLOGY
This chapter presents the locale of the study, research design, research instruments,
research validation, data gathering and statistical design treatment of data.
RESEARCH DESIGN
SOURCES OF DATA
LOCALE OF THE STUDY
This study will be conducted at INEC Main Office located at Brgy. Suyo, Dingras, Ilocos
Norte and six (6) sub-offices located at Dingras, Laoag City, Batac City, Bangui, Sarrat and san
Nicolas, Ilocos Norte.
POPULATION AND SAMPLING
INSTRUMENTATION AND DATA COLLECTION
QUESTIONNAIRE
This questionnaire intends to find the effect of ISO certification of INEC on its services to
consumers on Ilocos Norte.
Part I: PERSONAL/PROFESSIONAL PROFILE
Direction: Please provide the needed information by placing a check mark (/) on the parenthesis
beside your appropriate answer.
GENDER
( ) Male
( ) Female
AGE
( ) 30 and below
( ) 31 – 40
( ) 41 – 50
( ) 51 – 60
( ) 61 and above
POSITION
( ) Rank and file
( ) Section
( ) Division
( ) Manager
PART II.