OUR THREE SETS of CORPORATE VALUES
10 PRINCIPLES OF WORK
- To do things right the first time all the time.
- To give attention to details.
- To work not only to delight but surprise the customers.
- To check and double the work done.
- To always think that there is a better way to do the work.
- To do the work better and better.
- To work against the 10 enemies of quality.
- To work to enjoy the work.
- To work 20% to achieve 80% output.
- To always get organized.
10 ENEMIES OF QUALITY
- Simple oversights. (“Ay hindi napansin”.)
- Deliberate compromise on quality and safety. ("Puede na yan…”)
- Negligence due to complacency. (“Bahala na!”)
- Poor communication channel. (“Akala ko…”)
- Inadequate training of Personnel. (“Alam ko na iyan!")
- Lack of maintenance. (“Puede na yan!)
- Unclear systems and procedures. ("Siguro nga!")
- Bad process design. (“Masamang gawa.”)
- Imprudent downsizing. (“Maling pagbabawas.”)
- False economies from short sighted & indiscriminate cost cutting. (“Masama at Maling tantiya.”)
THE CUSTOMER IS BOSS POLICY
- Customer should be the first person to be empowered.
- Customers should NOT be ignored as strangers, treated as distractions to work & ridiculed for complaining. What customers come about are order processing, queuing time, and aspects of service in delivery system, NOT manufacturing process.
- Customers do NOT care about the inter-departments’ struggles, squabbles and turf battles.
- AM’s, Sales Staff & Collectors are the first company representatives they meet. They, therefore, must be well-trained.
- The customer is NOT interested if we have a QUALITY program. What it wants is a QUALITY application.
- Complaints are begging for more information by customers.
- It is natural for customers to:
- Demand unreasonable quality
- Demand unreasonable time
- Demand unreasonably low price
- Misuse the product (don’t blame; just fool-proof t he product)
- Does not know what to say (should be handled/corrected politely)
- Want everything
- Treating internal customers as external customers promote harmony and productivity.
- The internal customers closest to the external customer are always right.
- Hiding foul-ups and problems will cause constipation. We believe that failure is NOT a problem. Solve failures and problems for the customer.
- In case of doubts, think like a customer.
- Do 5-minute cleaning and organizing everyday to be presentable to the customer.
- Do 5-minute stretching everyday to carry the strain for the customer.
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