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Departments > Total Quality Management Office

G/F, Seaport Admin Bldg., Waterfront Road, Subic Bay Freeport Zone

Tel. No.: +6347.252.4026 / 4021 / 4022
Fax No.: +6347.252.4024

Vicente A. Evidente, Jr.

Vicente A. Evidente, Jr.

Quality Management Representative

About Us

The Total Quality Management (TQM) Office is dedicated to providing the SBMA with total quality services from innovations to quality management practices and solutions that improve the quality of life and satisfy the needs of internal and external customers. It is also tasked to guide, teach and mentor employees in quality of work for a fruitful and meaningful career and advancement opportunities, as well as investor-locators for a superior rate of return, resulting from practicing total quality management and maintaining their ISO-certification, if any.


The TQM Office envisions the whole Subic Bay Freeport Zone, with the SBMA as the administrator and steward of the Freeport Zone, and all its investor-locators as ISO-certified companies, all practicing total quality management to improve the quality of life inside the Freeport Zone.


  • "Our raison d'etre is preserving and improving life." All our actions must be measured by our success in achieving this goal. We value above all our ability to serve everyone who can benefit from the appropriate use of our services, thereby improving the quality of life of our customers.
  • "We are committed to the highest standards of ethics and integrity." We are responsible to our customers from SBMA employees and management, to the environment we inhabit, specifically the Freeport Zone. In discharging our responsibilities, we do not take professional or ethical shortcuts. Our interactions with all departments/units/offices of the SBMA, including its customers, must reflect the high standards we profess.
  • "We expect revenues or profits, but only from work that satisfies customer needs and benefits the whole Subic Bay Freeport Zone." Our ability to meet our responsibilities depends on how efficient and effective we serve the SBMA. By maintaining the SBMA as a total quality organization and ISO-certified government-owned and controlled corporation (GOCC), we expect to continually improve the financial position of SBMA, as a state-owned corporation.
  • "We recognize that the ability to excel - to most efficiently and effectively meet customers' needs and stakeholders' concern - depends on the integrity, knowledge, imagination, passion, skill, diversity, and teamwork of employees, and we value these qualities most highly." To this end, we strive to create an environment of mutual respect, encouragement, and synergy - a working environment that rewards commitment and performance and is responsive to the needs of employees and their families.

Our Functions

  • ISO - Quality Management System Implementation
  • Conduct ISO Awareness seminar
  • Document core processes
  • Assist in quality manuals preparation
  • Assist in setting of performance metrics
  • Conduct quality trainings to support ISO implementation
  • Prepare/assist in preparation of ISO-required documents
  • Institute continuous organization-wide improvement systems
  • Institute continuous organization-wide learning of quality concepts and methodologies
  • Integrate, align and synchronize other quality methodologies/concepts with ISO-Quality Management System

Total Quality Management implementation

  • Undertake quality assessment of SBMA using the Malcolm Baldrige system
  • Institutionalize customer relationship management systems as a support of ISO-requirements.
  • Institutionalize Six Sigma methodologies, Quality Circles, 5S and other quality concepts/methodologies to support organizational operations
  • Conduct organizational development (OD) activities to strengthen the productivity improvement initiatives of SBMA

Frequently Asked Questions (FAQs)

  • What is ISO?

    • ISO stands for "International Organization of Standardization". Instead of using an acronym (IOS) they used the Greek work for "equal", which is ISO.
  • What is ISO 9000?

    • ISO 9000 is a series of documents that define requirements for the Quality Management System (QMS) standard. ISO 9001 is one of the documents in this set, containing the actual requirements an organization must be and do in compliance with the international standards of ISO, particularly becoming an ISO 9001:2008 registered.
  • How do I get ISO registered?

    • To become ISO 9001 registered, your organization will need to implement a Quality Management System that complies with the requirements of ISO 9001:2008 version, run that system and collect records, then have a third party auditor called a Registrar come and audit your system.
  • What are the benefits of ISO 9000?

    • Benefits of implementing ISO 900 in an organization include: (1) Well-defined and documented procedures improve the consistency of output or product; (2) Improved efficiency of operations due to established standard operating procedures, processes and policies; (3) Optimized company structure and operational integrity; (4) Clearly defined responsibilities and authorities; (5) Improved accountability of individuals, departments, and systems; (6) Improved communication and quality of information; (7) Improved records in case of litigation against the company; (7) Formalized systems with consistent quality, punctual delivery, and a framework for future quality improvement; (8) Documented systems with useful reference and training tools; and (9) Improved relationships with customers and suppliers.
    • In short, being an ISO-certified company really makes good business sense.
  • What is the difference between ISO 9000 and ISO 9001?

    • ISO 9000 is often used to the set of ISO Quality Management System documents. ISO 9001 is the document that contains the requirements for the Quality Management System. You will register to ISO 9001; while ISO 9000 is a guidance document on the fundamentals and vocabulary for quality management systems. ISO 9002 and ISO 9003 are no longer in use. All companies or organizations register to ISO 9001.
  • What is ISO 9001:2008 then?

    • ISO 9001:2008 is part of the ISO 9000 family of standards, and is the document that lists the requirements that an organization must comply with to become ISO 9001 Registered. ISO 9001 is an internationally recognized Quality Management System.
  • Is there an ISO 9000 Certification?

    • ISO 9000 Certified is technically incorrect, as ISO 9000 does not have requirements. ISO 9001 Certified means an organization has met the requirements in ISO 9001. It defines an ISO 9000 Quality Management System (QMS).
  • How does ISO 9001 affect our product?

    • ISO 9001 does not define the actual quality of your product or service. The standard helps you achieve consistent results and continually improve the process. Thus, if you can make a good product most of the time, this helps you make it all of the time. It's just good business practice to go ISO.
  • What documents are required to meet ISO 9001?

    • The ISO standard requires a Quality Manual, Quality Goals and Objectives, a Quality Policy and specific Procedures for Document Control, Control of Quality Records, Control of Non-conforming Product, Corrective Action, Preventive Action, and Internal Quality Audits. These are the specific procedures mentioned by the Standard, and you must have these procedures, but you must also pay close attention to the clause that requires documents needed by the organization for effective planning and control of processes. This means that even though only six procedures are required for your organization, your organization must determine what other procedures are required for your organization.
  • What are the drawbacks to ISO 9000?

    • There are costs associated with the implementation and maintenance of the quality management system. You will need to have a Registrar come every six (6) months or a year to make sure your system still meets requirements. Most companies find that the improvements within the company pay for these costs.
  • What are the contents of ISO 9000?

    • ISO 9001 contains requirements for a Quality Management System. The requirements are broken down into 5 sections covering: Quality Management System, Management Responsibility, Resource Management, Product Realization and Measurement Analysis & Improvement.
  • What is Total Quality Management?

    • There is no one definition of total quality management or TQM just as it cannot be derived from a single idea or person. The TQM-SBMA defines TQM as: Total means that everyone from the President or CEO down to the lowest rank-and-file participates in quality initiatives and that it is integrated into all business functions; Quality means meeting or exceeding customer (external and internal) expectations; Management means improving and maintaining business systems and their related processes or activities. Given all these, total quality management is a philosophy, a science, a work ethic, a process, and a system. It is a continuous improvement of people and organizations. The "total quality company" exists where people want it to exist, and are willing to work together in creating it for themselves. TQM is and never has been a "one-man show", whether historically, conceptually or operationally.
  • What is then the relationship of TQM with ISO 9000, particularly the Quality Management System of ISO?

    • ISO is said to lay the foundation of a quality company. With a good solid foundation of your processes, procedures, systems and policies, it is now much easier to attain productivity and efficiency. It becomes easier to produce your product at a low cost with quality. Though both ISO and TQM aim for customer satisfaction, the ultimate vision of a quality company is total quality management or to become a TQM company.

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