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NEWS FLASH: VOICES OF QUALITY HAVE BEEN UNITED
EDSA Shangri-La Manila became a hub of quality and business excellence during the 23rd National Quality Forum held last September 15 and 16. With the theme “Uniting the Voices of Quality”, top-notch speakers and business leaders shared their knowledge on different perspectives of business excellence.
Voice of the CustomerTools to understand and deliver superior customer experience were the theme of the first three expert speakers; Mr. Kamaruld Salleh of TNS Global Market Research, Ms. Pinky Yee of Goldilocks Bakeshop, Inc. and John Philip Orbeta of Ayala Corporation.Mr. Salleh in his talk discussed the difference between customer satisfaction and customer retention. For an enterprise to be successful, it is not enough to satisfy the customer. It is imperative to understand what drives a customer to stay and be an advocate or someone who actively promotes their partner. Ms. Yee talked about Goldilocks’ journey through the years and how the company became a part of most Filipinos’ childhood memories. In her speech, she talked about the quality of the products regardless of where it was bought or even when. This explains why Goldilocks fluffy mamon is as soft and sweet as the ones we loved as kids. The Voice of the Customer track was capped by Mr. JP Orbeta’s speech kicking off with his extra-ordinary experience in New York in the aftermath of the 9-11 terrorist attack. An employee who goes to great lengths and goes beyond anybody’s expectation to serve a customer is definitely an engaged one. Voice of the ProcessBusiness excellence, in simple term, is the ability to satisfy and retain customers while achieving financial returns to shareholders and satisfy the expectations of other stakeholders such as the community and government. The different stakeholders have diverse expectations and therefore satisfying all is a very tough objective to achieve. Internal processes have to be very effective and efficient supported by systems that are interfaced properly.PSQ gathered an impressive array of experts in management systems and improvement tools and techniques. Systems such as COPC, CMMi and ISO 9001 were discussed in detail by Mr. Ian Aitchison of COPC Asia Pacific, Mr. Sree Krishna of ECCI and Mr. Jerome Cipriano of SGS respectively. Similarly, cutting edge improvement tools were discussed by Ms. Mary Anne Concio and Mr. Ramil Villar of Neville Clarke who talked about the Lean methodology to improve process efficiencies, Mr. Aditya Bhalla of QAI who discussed innovation as a tool for improvement, and Mr. Brian Hachez who talked about Six Sigma implementation for Banco de Oro. Voice of the BusinessCompleting the unification is the Voice of the Business track. Oftentimes, quality practitioners will get into conflict with Finance or operations due to different or conflicting priorities. Mr. Richard Cruz of the Asian Institute of Management talked about strategies on how quality can be given attention in the corporate boardroom. He also talked about the correlation between financial performance, customer satisfaction, and employee engagement of top American corporations.Ms. Elizabeth Nasol of Roxas Holdings, Inc. shared the transformation journey that Roxas Holdings is currently undergoing. With the looming tariff reduction on sugar imports, the company aims to significantly improve operational efficiency with the full support of the rank and file employees. CEO ForumThe NQF was capped by the CEO Forum where top leaders shared their perspectives on the quality journey of their respective organizations. Mr. Rommel Juan of Binalot Fiesta regaled the audience with anecdotes on how he started his company. He also talked about the corporate social responsibility efforts being undertaken by Binalot.Ms. Eleanor Bengco Tan of Healthway shared the efforts undertaken by the company in ensuring that the customer experience they provide is above and beyond the norm. She talked about how Healthway makes use of technology to minimize patient waiting time and speed up diagnosis. Running the organizational excellence function of a major conglomerate like the Yuchengco Group of Companies is no easy task. There are several internal customers to work with and each has different expectations. Ms. Liway Gener, EVP and CEO of YGC Corporate Services, Inc. shared her experience in setting up and driving operational excellence for YGC. Rounding out the CEO roster is Mr. Ferdinand Tumpalan of San Miguel Yamamura Packaging, Inc. As the dominant packaging products manufacturer in the Philippines and a major competitor in the international market, quality has always been part of the company’s DNA. Mr. Tumpalan gave the audience a view of how the DNA was built over the years. Aside from their individual presentations, a round table discussion was held where the CEOs answered questions fielded by the audience. Incidentally, the moderator, Ms. Miflora Gatchalian is a CEO herself. PSQ would like to thank the speakers and guests who made the event a success. Walking the talk, PSQ is committed to continual improvement and aims to mount an even better 24th National Quality forum next year. Register now! Talent Management for Quality/Business Excellence Professionals After the successful launch of our webinar series held in partnership with QAI, we are proud to announce the next session titled “Talent Management for
Quality/Business Excellence Professionals”. This is a very timely topic in our country as most organizations are focusing on developing and maximizing their human capital.
Organizations today are competing in two markets, one for their products and services and another for the talent required to produce them. As organizations compete in an
increasingly Flat world, where access to Financial and Physical resources is a given, it is the ability to Attract, Develop, Motivate and Retain talented people that gives an
organization a sustainable Business advantage. Professionals associated with Quality/Business Excellence domains also face existential challenges. Challenges in terms of
keeping themselves relevant to Business and to add excitement to their own careers in an ever changing Business landscape. Organizations also face issues in attracting,
motivating and retaining the right Quality Professionals that can provide the needed excellence to Business practices. This webinar shares QAI’s insights into emerging
challenges and trends in People practices in general, with a specific context for Professionals in Quality/Business Excellence domain and provides the speaker’s
perspectives on the way forward for Quality professionals towards career enhancement. Read More... TRIZ and Innovative Thinking Learning Session For more than 8 hours last March 21, the BPI Buendia Center at Makati Avenue, Makati City was PSQ’s center of innovation when
Mr. Aditya Bhalla of QAI conducted a one day TRIZ Innovation Management program. A total of 91 participants attended the lecture and participated in the activities which
focused on tools and techniques that enable quality practitioners to generate out of the box and win- win solutions. The PSQ Professional Development and Technical
Committee will be organizing more sessions covering a wide array of improvement topics in the coming months.     |
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About PSQ This Society is a non-stock, non-profit organization established in 1969 in cooperation with the Productivity Development
Center and 64 Charter members (representatives of different companies and individuals). The group laid down the groundwork for setting up a quality control organization,
that can serve as a catalyst for action in the application of quality management. Vision We will be the leading source of quality knowledge for a globally competitive nation. Mission We are the community of quality management professionals dedicated to the pursuit of performance excellence. |
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Philippine Society for Quality @ 2011 |
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