“Artificial Intelligence Capability and Total Quality Management Practices as Predictors of Organizational Excellence in a Private Security Services Company in Metro Manila”

Rapid digital transformation and rising client expectations have made both technological capability and quality management essential pillars of service industry performance. However, limited empirical evidence exists regarding their individual and combined influence on organizational excellence, particularly within the Philippine private security sector. This study determined the extent of artificial intelligence capability and total quality management practices, assessed their relationships with organizational excellence, and examined their combined predictive value. A quantitative descriptive-correlational research design was employed, involving 270 regular employees selected through stratified random sampling from a private security services company in Metro Manila. Data were gathered using validated survey instruments and analyzed through descriptive statistics, Pearson correlation, multiple regression, and structural equation modeling. Results revealed that total quality management practices were deeply embedded and emerged as the stronger predictor of excellence, while artificial intelligence capability functioned as a valuable enabling resource rather than a standalone solution. Together, the two variables explained 53 percent of the variance in organizational excellence, confirming their complementary relationship. The study concludes that sustainable service excellence is best achieved not through technology adoption alone, but through its deliberate integration with established quality systems, client-centered processes, and empowered personnel.

The global private security industry is undergoing profound transformation

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