NWPC Leads Training of Trainers on DOLE Service Quality Improvement Program

DOLE-Human Resource Development Service and NWPC-Training and Technical Services Division led the conduct of training of trainers (ToT) on DOLE Service Quality Improvement Program (SQIP) in Manila on October 3-4, 2022. Human resource-designates and representatives from DOLE bureaus, services, regional offices and attached agencies attended the activity.

The SQIP seeks to mainstream “a culture of quality, innovation and continuous improvement across all levels of the DOLE with the aim of providing streamlined error-free services.” It is implemented in furtherance of the DOLE strategic objective to optimize organizational performance, enhance efficiency in the delivery of programs and services, and promote consistency in policy and program implementation.


Ms. Amelia C. Kakazu, Ms. Julie C. Llorente and Mr. Enrique P. Reyes of NWPC facilitated the two-day trainers’ training. Ms. Llorente discussed the basic concepts, principles, measures and targets of productivity. Ms. Kakazu lectured on customers’ perspective and improving service quality, while Mr. Reyes presented the steps of process improvement.


DOLE-Internal Audit Service Director Rovelinda A. Dela Rosa, head of DOLE SQIP secretariat, explained during the training that the next step after the training is for participants to develop their own project proposals to implement SQIP in their respective offices. She announced that there will be a recognition of exemplary service quality improvement projects among DOLE offices to be awarded in December 2022.


In her closing remarks, DOLE Assistant Secretary Maria Liavel C. Badillo-Crisostomo, Chairperson of DOLE SQIP Technical Working Group, highlighted the importance of delivering DOLE programs and services with a dedicated heart and a strong commitment as public servants.


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