Ricomar G. Sindanum, Administrative Assistant III-Personnel Unit

With the government’s effort to increase productivity among its agencies under the executive branch, the national government issued Executive Order no. 605, s. 2007 provides guidelines that mandate government agencies to establish a Quality Management System (QMS), which must be certified by an accrediting body. This order has become an integral part of measuring office performance, pushing for a process-defined system that targets the provision of quality services through a standardized process. This initiative from the government is a vital action to ensure that all of its agencies follow a system that resonates with quality, client-centeredness and corruption free.


Client satisfaction has always been interrelated with an organization’s quality management and the processes developed, organized, and integrated. The direct impact of Human Resource (HR) management and the continuous improvement of processes to client satisfaction is seen to play an integral part in measuring the overall performance of an office (Al-Rafale, 2022). This is explained by the interconnectedness of all the executive offices and processes and how leaders manage this established system. This is also reflected in these systems and processes and how they are quality-assured based on the set standards by the office.


In the same study by Al-Rafale (2011), they found out how leadership indirectly affects customer satisfaction but directly impacts HR management and the established processes in the organization. This finding explains how essential leaders are in ensuring a client-focused and continuously improving the system. The mobilization and control of all the members of the organization help in realizing the office’s plans for the system. On its side, HR management entails all that affects employee performance and satisfaction—benefits, incentives, promotion, and professional development opportunities.


Like how influential leaders are, employees at the frontline play a significant role in the implementation and assurance of a quality process in the office. As end-users and critical implementers of the developed systems, employees must be given opportunities to be satisfied in their workplace. One of the rising types of leadership nowadays is need-based leadership, which looks at the needs of clients and employees. Giving them equal opportunities for promotion, benefits, incentives, and access to various professional development programs and activities adds to their overall satisfaction. A simple formula, Leadership + HR Management = Client Satisfaction, translate how leadership can cause better HR management to help attain customer/client satisfaction.


The standardization of government processes that are well-planned and quality-assured will never be successfully reflected in the organization unless the members work together. This is possible if the employees are satisfied with what the management does for them and how the direction gets satisfaction from their performances. These two ends—the administration and the employees should meet at the center to realize their goal—client satisfaction. This goal of government services shall be the core of each office by integrating honest, efficient, quality services within the system that can address clients’ needs. All government officials must look into the established system in their organization and evaluate if they all capture the set standards for government processes.