Customer Relations, Productivity and Quality

Quality Management is focused on continuous improvement and enhanced customer

relations. The culture of quality has permeated the San Miguel organization for more than four
decades now. Total Quality Management (TQM) is a business philosophy related to an
organizations management system that leads to a stronger competitive position, increased
productivity and improved customer satisfaction.
TQM started in San Miguel in the 60s with emphasis on productivity improvement. Two
decades later, it evolved to focus on product quality and people involvement. This emphasized
the need for a quality mindset for all employees and for them to be involved in ensuring high-
quality products and services that delight and secure the loyalty of our customers. From the 90s
up to the present, we have adopted TQM as a management system, underscoring the linkages of
the various aspects of doing business, like leadership, planning, process and information
management, human resources and customer focus to deliver the desired business results.
At present, the quest for continuous improvement continues as SMC remains committed
to sustain business excellence and maintain its tradition as the home of quality products and
people.

Customer Care Center
By setting up this Center, SMC re-affirms its responsibility to its customers.
Advancements in information technology makes it possible for the Corporation to establish a
more personal communication link with its customers. The integrated SMC Customer Care
Center provides alternative channels for easy access and fast response to varying types of
customer needs and requests.
The Center supports SMCs businesses in strengthening customer relations, and
indirectly market share as well. It is manned by a professional staff using superior technology
and employing innovative solutions to ensure customer satisfaction and capture product loyalty.
Walk-in customers who may prefer face-to-face interaction feel welcome amidst the Centers
warm atmosphere.
The Centers call handling services take care of both inbound and outbound calls,
providing information on the quality, pricing, distribution and availability of a product or service,
while operating as a call center. It also handles order taking, telemarketing, sales campaign,
promotion of new products, and customer satisfaction surveys. Electronic customer linkages
come through e-mail, faxes and SMS (short message services).
The Centers integrated setup makes it easy for SMCs operating divisions to link up with
it for their customer and product concerns.
Reference:http://www.sanmiguel.com.ph/corporate/page/18/Customer_relations_productivity_an
d_quality.html

Prepared by: CHARLYN D. LADRILLO