DISSERTATION.doc
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CHAPTER I
THE PROBLEM AND ITS BACKGROUND
Introduction
National University was founded on August 1, 1900 by Don Mariano Fortunato
Jhocson and was previously known as Colegio Filipino, the first private non- sectarian school in the country. It stood as one of the respected institution for engineering, architecture, education, and business.
In 1998, National University met a great ordeal, a great fire burned the original main building to ashes, crippling one of the pioneer universities in Manila.
Nevertheless, National U proved its commitment by continuing to strive for quality education. In late 2008, majority of its share was acquired by the SM Group of Companies, paving way to the erection of a new Main Building. Along with the joint venture were new improvements in facilities and a better perspective as a higher education institution. 2
Currently, National U has eleven colleges, a basic education department, and a graduate studies department. This Legarda-based institution annually serves more than one thousand and three hundred tertiary students, new and old, and more than five hundred elementary and high school students. The campus is currently composed of three buildings, the New Main Building, the Jhocson Memorial
Building (JMB) and the Pharmacy-Dentistry Building (PDB) better known as the
Allied Health Building.
With the start of a new dawn for the National University, the institution started to aim for more improvements, with the current institutional plan to reacquire the prestige of what National University was before the great fire. Paving the way to the one hundred tenth year anniversary on August 2010, the university aspires to achieve certification and accreditation of the ISO and PAASCU respectively.
These certifications and planned accreditation actually generated the desired positive effect on National University’s performance, an investigation is deemed necessary. Hence, the university’s profiles were compared in terms of the three fields outlined by CHED (a.) employee performance in evaluations (b.) research outputs, and (c.) previous institution performance.

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Objectives of the Study
This study aims to determine the factors of the perception of the institution’s personnel regarding the recently concluded ISO Certification. It aims to put the debate on ISO 9001 to the test in Philippine setting specifically an educational institution. There has been much discussion but little research on the topic, especially in Philippine higher education. Since the procedures in preparing for and acquiring the certification have been made available by some researchers, this study on the other hand would like to give focus on the preconception and interpretation of the individuals who have been an integral part of the certification process. Specifically, this study will target teaching and non-teaching employees of the previously mentioned university and their perspective of the process undertaken. Specifically, this study has the following objectives:
1.To identify the ISO process, from its initial stages and steps taken to comply with the certification requirements.
2.To know the existing strengths and weaknesses of the institution in embarking on the process of ISO Certification.
3. To acquire quality management in education through ISO Certification.

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Conceptual Framework
Quality education is a universal concern. It is every nation's business to improve the quality of life of its citizens: "all people, especially those most disadvantaged and excluded must be guaranteed access to a basic education of decent quality"
(EFA Preamble 2000).
Challenged by regional integration and globalization, information and communications technology revolution and knowledge-based economy propelled by rapid technology diffusion, technology-enabled education, borderless learning environment, competition and internationalization, education systems everywhere need to lay a strong foundation to uplift educational performance and nurture the knowledge, skills and abilities of each individuals. Thus the perception of Quality
Education through ISO implementation was formed.
Now, the awareness and need for quality education is in an all-time high. Majority of educational institutions in the Philippines is either undertaking ISO Accreditation or have already achieved certification. This study focuses on the confidence level and perception of the individuals who participated on the ISO Accreditation of the
National University.

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The Conceptual Paradigm of this study consists of the input and output elements which are connected with the ISO procedure. The Input would consist of the preconception of the teaching and non-teaching personnel of the National
University in relation to the ISO 9001 Certification. Also, it would include feedbacks and information of the institution pre-ISO. The Output is the intended result, the improvements and recommendation that will pave the way for quality management in an educational institution and over-all impact to the organization being studied focusing on various educational institution aspects.
Table 1.Research Paradigm depicting an output oriented investigation.
Input
Process
Output
Pre-ISO Perception(Of the Academicand Non-AcademicPersonnel of NU)
ISO Process and Preparation School Components InternalSuccess Indicator Vision/Mission and Goals Organizational Structures andGovernance Curriculum Faculty/Staff Development Student Services Physical Plant/AncillaryServicesISO Documentation

Basis for Improvementin QualityManagement Raised Confidencelevel Quality Education

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Statement of the Problem
The major problem and main objective of this research is to recognize the differences in the conception of the personnel before and after the ISO
Accreditation, to identify and familiarize with the stages and processes of the said accreditation and to come up with suggestion to enhance / improve the working environment of NU as basis for improving and maintaining ISO Accreditation. The study focused on varying response from personnel of different departments of the institution and their readiness to acquiring and maintaining such standard.
Specifically, the study will seek to answer the following questions:
1. What is the assessment of the faculty and employees with regards to the following internal areas of the university:
1.1 Mission, Vision and Goals
1.2 Organizational Structure and Governance
1.3 Curriculum
1.4 Instruction
1.5 Faculty/Staff Development
1.6 Physical Plant
1.7 Ancillary Services (Student Welfare Services & Services for the General
Public)

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2 What is the perception of the faculty and non-teaching personnel in terms of
ISO standards in an educational institution?
3 Based on the findings of the study, how can ISO improve working relationship among the faculty and employees of the National University?
Scope and Delimitations
The study employed One Hundred Twenty Nine (129) Respondents. Employees, both teaching and non-teaching (here on, to be referred to as Academic and Non-
Academic employees respectively), who are currently employed during the school year 2009-2010. There are two sub-categories of Academic Employees; the Full-
Time and Part-Time. The sub-categories of the Non-Academic Employees are
Regular and Probationary. Originally, this study was aimed having a third category,
Management. But due to restraints and unavailability, the Management category was considered a limitation of the study instead focusing on pure employees of the said institution.
As ISO Accreditation for Higher Educational Institution is a new inclination, the study is limited to a few available materials. Also, this study refers to some resources made available by the institution in preparation for the audit.

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A good deal of the substantial facts about Quality Management System and Total
Quality Management from other industries were acquired and was applied in the nature of the Educational Institutions.

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Definition of Terms
To be able to have a better grasp of the ideas presented in this study, several terms have been defined based on Webster’s Comprehensive Dictionary and the
Commission on Higher Education’s Policy Manual.
Academic Personnel - includes those who are formally engaged in actual teaching or in research assignments, either on full-time or part-time basis
Academic Support Personnel – referred to as those who perform certain prescribed academic functions directly in support of the teaching field, such as registrars, librarians, guidance counselors, researchers, and other persons performing similar functions including institution officials responsible for academic matters and affairs.
Assessment – refers to estimation or judgment of value, character or effort.
Head - refers to the Chief Executive Officer of a higher education institution.
ISO – stands for International Organization for Standardization. It is referred as the world's largest developer and publisher of International Standards. ISO is a non-

10 governmental organization that forms a bridge between the public and private sectors. IQuAME – is an acronym for Institutional Quality Assurance Monitoring and
Evaluation. It came into actuality by CHED’s pursuance of XIV, Section 1 of the
1987 Philippine Constitution through CMO No. 15 series of 2005.
Non -Academic Personnel – refers to the rank-and-file employees of the institution more in line in the administrative aspect and maintenance of a higher education institution. Personnel - the persons, as an individual or as a unit, working in a higher education. Standardize – refers to cause to conform to a standard. Also, to arrange or order the component items of a test (as of intelligence or personality) so that the probability of their eliciting a designated class of response varies with some quantifiable psychological or behavioral attribute, function, or characteristic
Thrust – refers to the main point, purpose, or essence

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CHAPTER II
REVIEW OF RELATED LITERATURE AND STUDIES
This literature review was undertaken to provide a conceptual basis for developing a framework for measuring internal training. To this end, the section considers information from literature on definitions of Total Quality Management, Quality
Management System, and the ISO 9001 Standard. It also outlines briefly some key findings about quality evaluation from the literature.
The chapter begins with the review of related literature utilizing a number of studies and findings on Quality Management followed by a comprehensive compilation of resources that supports this study.
This part of the study presents the related works and studies written by local as well as foreign authors, printed in paper and / or published online which paved the way for a broader background of the study. The chapter begins with the origin of
ISO followed by some background on Quality Management System (ISO
9001:2008) and its substantial benefits. The findings cited which have bearing with the present study were drawn from printed, web published and unprinted reference materials and articles.

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Consulting different library tools such as the electronic card catalog and indexes
Library Literature, Print Media, Literary and Information Science Abstracts and
Education Index showed that there were quite a number of studies regarding the extent of standardization, for both educational and non-educational institutions, and the actual need of such process. Unfortunately not all of those studies or written materials were available as of that moment such as books, journals, articles in which materials can be derived from.
Performance Evaluation
Gitlin and Smyth (2001) commented that evaluation, from the original latin meaning to empower, has taken a numerical turn, it is now largely about the measurement of things, and in the process can easily slip into becoming an end rather than a means. It is an essential part of education process and yet lot of informal educators are doubtful of evaluation. They see it as an stimuli, a thing being asked to do, a burden or an unnecessary intrusion. Giovannia and Giancarlo Mauri (2004) concluded that the task of evaluating the performance of a given system and that of comparing the behavior of different systems continuously a fundamental issue whenever the pursuit of improvement is endeavored, and "evaluation systems are becoming powerful tools for producing information on educational differences and Flag for copyright