School Division Office (SDO) of the city of

Tayabas

Hernandez, Ralph Joseph A.

Martinez, Darlene E.
Mercado, Clarisse R.
Uy, Seneca P.
Mrs. Imelda C. Raymundo
Chief Education Supervisor – CID
Company/Office Profile

SDO (School Division Office) organization is composed around 80 personnel both

working inside and outside. There are personnel who assigned in schools and in the facilities.
This School Division office has been established for almost 5 years, so it began to become the
cities of school division in Tayabas since November 2013 because Tayabas become City. Their
clients came from 36 schools comprising the elementary and secondary, they have one stand-
alone Senior High School, 3 Junior High School and 32 Elementary School.

Challenges (Accreditation Process)

The accreditation process took two years to prepare before they undergo validation. First,
they identify several processes and after that they identify the services that they will give to their
clients, they try to know who are their clients, interest of their clients and last what are the needs
of their clients to them. It is easy for them to know the requirements of their customers. Before
they become an ISO Certified they had so much revisions to make, they invest time, money and
resources. For them the difficult things is on how they are going to convince their people to
embrace the new change because we all know that our culture is difficult to change and people
are so comfortable with their old ways. The ultimate goals are the customer satisfaction not the
satisfaction of SDO because they are public servant. They make sure that all the clients that go to
their office are satisfied and happy, they gather customer satisfaction in all the services that they
provide, they give the opportunity to their clients to share their feedback. The surveillance will
tell if they really doing their promised.

Leadership

There are challenges in top Management, like How to improve and How to influence
their people. They set an objective, target and direction, it is also challenge to them How they
can make a mind to focus in the same direction because every individual has their own mindset.
The leader need to encourage everyone to be with them in their mission and vision with the
vision of having standard processes adhering the standard of ISO. Their leader has a strong and
focus leadership, they set target directions on their vision they also have educational
development plan.
Customer relation

It is not difficult for them when it comes to customer relation because the culture of
Tayabas they are supporters, they want to be involved, they want to be in the process and they
want to feel valued. The relationship was very smooth. The parents/customers are also buying
their programs and projects. According to the Chief Education Supervisor Mrs. Imelda
Raymundo that the customers were the one cheering them if they are reaching their targets,
meeting their goals.

Their reason of pursuing the ISO

They pursue ISO not just because of the trend but because of the quality framework and it
also need in government offices. The main reason why they want to achieve ISO is to have a
clear process to everyone because they know that they need it in working in organization to
prevent customer complaints. They think that’s the main reason that triggered them to be an ISO
certified because if they become ISO they will work as a team. So that the process and
documents will be organized when the time comes and someone complaints it is clear for them
that they to their best so that the customer will understand.