Gardenia Bakeries Operations Management Project

NOTRE DAME OF MIDSAYAP COLLEGE
Midsayap, Cotabato
College of Business and Accountancy
PROJECT IN OPERATION MANAGEMENT
In Partial Fulfillment of the requirement in Mgmt 36
Submitted by:
Kriszle E. Laging - BSAcT 3

Eric S. Gatchalian - BSAcT 3
XyrahKhrysha Amor G. Cambel - BSAcT 3
Submitted to:
Charito A. Labao , MBA

Subject Instructor
April 8, 2017
Date
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TABLE OF CONTENTS
Company Name Page
Gardenia Bakeries Philippines Incorporated--------------------------------- 3
Profood International Corporation ---------------------------------------------- 10
Uratex Foam Philippines------------------------------------------------------------- 16
Fabrication Laboratory UP Cebu------------------------------------------------- 22
ePerformax------------------------------------------------------------------------------- 27
SyCipGorresVelayo&Co.----------------------------------------------------------- 32
International Pharmaceutical Incorporated-------------------------------- 38
Reflection Paper------------------------------------------------------------------------ 43
Documentation Paper--------------------------------------------------------------- 45
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Gardenia Bakeries Philippines Incorporate
Company Profile
a. Business Information
Cebu Plant
Gardenia Lapu-lapu Centre, M.L. Quezon National Highway,
Lapu-lapu City
Tel: (02) 889-8889 to 90/(02) 845-0971/(02) 832-3100 to / (049)

533339-1136 to 40/ (SMART) 0920 911-4606 (GLOBE) 0917 894-2341
Email:customerservice@gardenia.com.ph
b. General Business Activities
Gardenia began as a humble in-store bakery in Bukit

TimahPlaza, Singapore in 1978. Mr. HoracioSlocumm, the owner
gets the name “Gardenia“from his favorite flower. Mr. Slocumm
brought with him 35 years of baking experience with one of
America’s leading chain of bakeries then Gradenia was born. For
many years, Gardenia has been the market leader in Singapore
and has expanded its operations in Asia to other countries such
as Malaysia and Thailand, with the latest in the Gardenia chain of
bakeries being here in the Philippines in 1997.
In 2011, Gardenia opened its new bakery in Lapu-Lapu
City, Cebu, producing a daily capacity of 50,000 loaves of bread
serving the needs of the entire province of Cebu and the
Northern Mindanao area.
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c. Company Strategy
i. Purpose
We, at Gardenia Bakeries Philippines, are committed

to delight consumers by providing best quality bakery
and food products.
We aim for excellence through innovation and
continuous improvement of our processes, product and
services, ensuring compliance with our customers and
applicable statutory and regulatory requirements.
We are steadfast in our commitment that quality
begins with each and every of us.
ii. Mission
To provide an assortment of best quality, great

tasting, nutritious, and enjoyable bakery and food
products that are within sight, within reach, and within
the hearts of consumers; produced using world class
manufacturing facilities and processes utilizing quality
and safe ingredients, thereby creating values beneficial
to stakeholders, including employees, suppliers, trade
partners, financial institutions, investors, and the
community.
iii. Vision
To be the premier company in the baking and food

industry that provides best quality products enjoyed,
valued and loved by consumers.
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iv. Core Values
 Customer-driven
 Innovation
 Teamwork and Professionalism
 Integrity
 Excellence
 Stewardship ( Malasakit )
EVALUATION:
I. Product and Service Design
Gardenia Philippines offers a wide array of superior bakery

products including white, wheat and health breads, flavored
loaves, pandesal and snack items like snack cakes, muffins
and toasts. The most popular Classic White Bread is cholesterol
free and bromate free, has zero transfat, and is vitamin and
mineral fortified, exceeding DOH recommendations. The
classic white bread is made from Uncle Slocumm’s American
recipe that’s really soft, great tasting, smells good and
nutritious. It also contains essential vitamins such as Vitamin A,
B1, B2, B3, C and minerals like Calcium, Iodine, Iron and Folate.
About 50% of the product is made from the necessary
ingredients to make bread like wheat flour, water, sugar, and
salt. Its product slogan “So good…you can even eat it on its
own” best describes the product benefits. They only use high
quality ingredients for their products.
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II. Quality Management
Gardenia has been awarded with International

Organization for Standardization ISO 9001: 2000 certifications
from 2003 to 2009 and has now upgraded to ISO 9001:2008 in
compliance with Quality Management System and
certification for product quality excellence. Moreover,
Gardenia is HACCP (Hazard Analysis and Critical Control Point)
certified since 2003 to present—proof of the company’s
adherence to the systematic approach in the identification,
evaluation, and control of food safety standards. From 2004–
2010, Gardenia was accorded Superbrands status by
Superbrands Ltd., an independent authority and arbiter on
branding. This award reaffirms that Gardenia has met the
stringent criteria of market dominance, longevity, goodwill,
customer loyalty and overall market acceptance. Another
notable award is the Annual National Consumers’ Award
(ANCA) as the “Outstanding Bread Manufacturer” for five
straight years.
It can also be noticed that the Gardenia has a G-Locks in

every bread bags which aid in controlling the quality of their
bread. These are color-coded locks imprinted with the price,
batch number for traceability, and expiry date completes the
whole package which ensures the freshness of every bread
bag
III. Process Strategy
In producing and manufacturing Gardenia Bread, the

company uses Continuous Mass Production Process. The
breads are produce continuously in high-volumes
approximately 2000 loaves per hour and are make-to-stock
because of large inventories of final product. The process
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involves automated, special-purpose equipment. It is a
continuous process because the materials or fluids that are
being processed are continuously in motion, undergoing
chemical reactions or subject to mechanical or heat
treatment.
Continuous usually means operating 24 hours per day,
seven days per week with infrequent maintenance shutdowns
and the company operates 24/7.
IV. Facility Layout
Gardenia has a product-oriented plant layout, making the

raw materials and machinery follow the product path. In every
stage of production the machineries’ functions change and
also the materials needed are added simultaneously
throughout the process. This kind of layout is seldom to be
changed.
V. Location Strategy
Gardenia’s main branch is located at Laguna and the

management decided that it is strategic to put up a plant in
Cebu specifically at Pajo St. Lapu-Lapu City. This is done
because the company does not want to compromise the
freshness of their products to be delivered all throughout
Visayas and Mindanao. The Lapu-Lapu plant now serves the
bread requirements of Cebu, Bohol,Butuan, Malaybalay,
Iligan, Cagayan de Oro and Davao.
VI. Human resource and job design
Gardenia has 153 regular employees in different

departments and the others are contractual. The production
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area workers are required to be at least high school graduate
and willing to undergo training. The employees are sent to the
company’s modern manufacturing facility in Laguna for
intensive training especially on the most advanced baking
technique, HACCP and ISO procedures.
VII. Inventory Management
The Company uses the First In, First Out Method of

managing their inventory since the Gardenia products has
only a shelf life of one (1) week. This is also to avoid any
spoilage of their bread and to manage any costs. As soon as
products come out of the factory, delivery vans leave the
production plant as early as 4 o’clock in the morning to bring
the products to specific locations and replacing unsold breads
in store shelves with freshly baked product.
VIII. Scheduling
The Gardenia’s production area operates 24 hours a day

for 7 days a week. They have 3 shifts with 8 hours per shift to
ensure that they can deliver freshly baked breads to the
consumers.
IX. Supply Chain Management
Pilmico and General Media Corporation are the suppliers

of Gardenia’s raw materials within the Philippines and the
other ingredients are coming from foreign countries like the
raisins and chocolates for some of their products. The finished
products are distributed to their outlets; supermarkets and
other retail store all Visayas and Mindanao.
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X. Maintenance and Reliability
Gardenia currently adapts preventive maintenance

wherein their facilities and machineries are regularly checked
and cleaned to avoid any over hauling and unexpected
shutdowns. Once in a month they allot a whole-day cleaning
and maintenance for the plant.
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Profood International Corporation
Company Profile
No.12 Pres. Roxas St., Mabolo, Cebu City

6000 Metro Cebu, Philippines
P.O Box 653, Cebu, Philippines
Factory Address:
Highway, Maguikay, Mandaue City
Metro Cebu, Philippines
Tel: (63) (32) 346-1228 (trunk line)

(63) (32) 346-7732 to 36
Fax: (63) (32) 346 – 7737 to 38
Email: sales@profoodcorp.com
Profood International Corporation is the largest

Philippine based dried fruit producer and its main
headquarters and processing plant is located in Highway
Maguikay, Mandaue City, Cebu. It is the standard bearer
of world class processed fruits from the Philippine Islands. It
started as a small company in 1980 serving only the local
market but it continued to grow to become the leading
producer of various dried fruit, preserves, purees,
concentrates, and juices. It is strategically located in the
central region of the Philippines which is Cebu which gives
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the company easy access to a continuous supply of
premium, quality fruits from all over the country.
EVALUATION:
The company’s main product is Philippine Brand Dried

Mangoes. Its main ingredient is purely carabao mango to assure
quality and sweetness coming from various parts of the
Philippines. It benefits the consumers in a way that it is nutritious
and healthy for the body. It also benefits the Philippine market
because the company needs raw materials from local suppliers
throughout the country. Its main product is simple and has a shelf
life is 2 years.
Profood is an ISO 9001:2008 awardee which specifies

requirements for a quality management system where an
organization needs to demonstrate its ability to consistently
provide product that meets customer and applicable statutory
and regulatory requirements, and aims to enhance customer
satisfaction through the effective application of the system,
including processes for continual improvement of the system and
the assurance of conformity to customer and applicable
statutory and regulatory requirements. It is also an HACCP
awardee; HACCP is a management system in which food safety
is addressed through the analysis and control of biological,
chemical, and physical hazards from raw material production,
procurement and handling, to manufacturing, distribution and
consumption of the finished product.
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Profood is also a HALAL Certified Company. To qualify, the
company must write a letter of intent or application for Halal
Certification directly to the IDCP office; enumerate all the
products to be certified; and enumerate all products produced in
the factory/manufacturing plant halal certified or not and
attached the duly accomplished application form.
Its quality control includes color sorting in which dried

mangoes are checked so that damaged pieces are separated
from the final processing, x-ray for detecting foreign materials in
the output, and weight check to determine if the weight of the
output is in conformance with the specifications. It also adapts a
random checking in its final output which is done by randomly
checking a single product and if the product is defective, the
whole batch is considered defective; but if it is not defective, the
whole batch is considered good.
Profood’s process is continuous mass production because

a high volume of highly standardized output is produced hence it
lacks variety. The equipment used in the production of dried
mangoes has low specialization hence resulting to a high
demand for labor and worker skills. This is evident in the
production area where there is a high demand for labor and skills,
and equipment is only used in the packing and checking of the
dried mangoes.
IV. Facility Layout
Profood’s facility layout exhibits a product-oriented layout

because this layout achieves a rapid flow of dried mangoes
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through the system. This is made possible because the dried
mangoes are highly standardized which allow a highly
standardized repetitive processing. The production of dried
mangoes is divided into a series of standardized tasks thereby
permitting division of labor (e.g. cutting of mangoes and putting
of sugar) and specialization of equipment (e.g. packing of dried
mangoes.
Profood has 4 plants all over Philippines which is in Cebu,

Manila, Davao, and Iloilo with Cebu as its main headquarters. The
company’s 4 manufacturing sites are strategically located in the
northern, central, western, and southern parts of the Philippines to
be close enough to the sources of raw materials in various regions
of the country. This makes it possible for the corporation to access
carabao mangoes year round from different parts of the country.
The Cebu plant site is just a few minutes away from the seaports
and international airport which makes it good for shipping. These
sites are also strategically established to be close enough to its
consumers to reduce handling costs by middlemen.
Profood has a total of 3000 employees in its production

area during off season and an estimate of 5000-6000 employees
during peak season. Some of the additional employees during
peak season are outsourced while some are regular and majority
of these are women since it does not involve heavy weights and
lifting. Its policy does not involve job rotations.
In terms of safety of the workers, Profood has provided
them with the proper attire to ensure their safety and there are
proper signages around the working area to avoid accidents.
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Profood‘s raw materials especially the carabao mangoes

are outsourced from various parts of the country. The company
receives fresh fruits every Mondays to Saturdays. Raw materials
are immediately used for processing to utilize its freshness
especially if peak season. Profood uses a First in First out (FIFO)
method in managing its inventory so those products first
produced are first sold to catch up with its expiration date.
Profood produces approximately 40-50 tons of fresh dried
mangoes per day. Any waste generated from the mangoes is
converted into animal feeds, fuels, and other by-products. Seeds
from mangoes are used for the construction of furniture and some
seeds are given to the Department of Agriculture since Profood
implements a zero-waste management.
VIII. Scheduling
Profood’s scheduling of its production is 24/7 especially if

there are available raw materials since fruits will quickly ripen and
the company should ensure the fruit’s freshness. If there are no
raw materials, there are no productions. Since, the raw materials
are seasonal that are needed in the production sometimes the
operation is stopped because of the lack of availability of raw
materials.
Profood’s supply chain starts with its suppliers which come

directly from various farmers throughout the Philippines to avoid
middlemen and reduce costs. These mangoes are Carabao
Mangoes. The company’s raw materials are severely influenced
by the weather especially if there is a calamity because it affects
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the transportation of fresh fruits since it is mostly dependent on
sea and air travel because of Philippines’ geographical location.
Upon its arrival to the plant, the fruits are quickly processed to
ensure freshness. After processing, the finished products are
shipped out right away to retail outlets, distribution centers, and
for export.
Profood usually employs a preventive maintenance in its

production process especially in its workers since it deals with
food extraction and cleanliness must be ensured at all times. The
workers must be the first persons responsible in ensuring the safety
and cleanliness of the equipment.
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URATEX Foam
Company Profile
Cebu Showroom
Plaridel St., BrgyUmapadMandaue City
Tel: (6332) 236-0222 (6332) 420 -3939
Fax: (6332) 236- 2039
Quezon City Showroom

32 Miller St. SFDM Quezon City
Tel: (632) 371- 0569 to 79
Fax: (632) 374- 5395
Facebook: Uratex Philippines

Email: sales@uratex.com.ph/info@uratex.com.ph
Uratex Foam, from the word “URA” means Urethane and

“TEX” means Latex, the leading manufacturer and supplier of
foams and mattresses in the Philippines. Founded by Robert G.
Cheng and currently managed by his wife Naty Cheng, CEO
OF Uratex Foam. Uratex have 21 factories nationwide, one of
the plants of Uratex is located at the Plaridel St., Brgy.
Umapad, Mandaue City, Cebu.
The Uratex is producing high quality polyurethane foam
nationwide and even in international to help everyone sleep
better and give every Filipino a comfortable and affordable
mattress to lie. It was started in 1968 and it last for more than 48
years in the industry and still improving, running and
expanding.
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c. Company Strategy
i. Purpose
 To provide affordable, quality mattresses made of
polyurethane foam
ii. Mission
 To be the customer’s choice, with products and

services that can be relied upon and depended on.
 To be the employee’s choice, with a commitment to
their welfare and their growth.
 To be able to contribute to the community we are in,
and to the Filipino society as whole
iii. Vision
 To be the number one foam company in Southeast

Asia in terms of customer satisfaction quality, market
share, technological advancement, and
commitment to world-class excellence. We intend to
attain this vision through teamwork, innovation, and
total quality management. We intend to satisfy
customers through quality products that
competitively priced, delivered on time, and
developed through close coordination with our
customers.
EVALUATION:
Uratex Foam’s main products are high quality of

polyurethane foam and mattresses but they also cover lots of
products such as pillows, sofa beds, bed accessories etc.
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Because Uratex provide high quality foams many consumers tried
and bought their Uratex with them that is why Uratex have been
producing high variety of different purpose of 10 blocks of foams
with a length of 18 meters daily and delivered it into different
areas nationwide.
Uratex Foam is accredited by the ISO 9001:2008 and

CertiPur Certification it means that it assures the customers that
the company had passed strict, regulatory requirements for an
effective Quality management system. It also ensures all the
processes are in place and safe also they have also lots of
precautions just like putting a yellow line in the walking area and
warning signs to different corners to give awareness in the workers
and people around.
Uratex Foam also provides additional preventive measures
into finished product by applying cycle time of process and
cooling tie process that would take 24 hours also by using a metal
detector wherein to check the accurate temperature of a
polyurethane foam, and if ever it not passed the standard
temperature it will going to transfer into a cooling room and
going to cut by pieces, also Uratex have been implementing zero
waste policy.
The factory’s process being used by the Uratex foam is

mainly in continuous production process, this is because they
produce high volumes of polyurethane foams, and they are
usually make to stock producers, wherein they anticipated the
customers’ orders and the demand can be predicted fairly and
they produces highly standardized products and continuous flow
process in making the polyurethane foams.
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IV. Facility Layout
The Facility operation can be categorized as continuous

processing system and the type of layout being used is process
oriented plant layout or functional layout. This is because the
production involved a high volume of products and the layout so
that the machineries are placed according to what they do and
materials go to them.
Uratex Foam have 21 factories for their foam business,

located in various strategic locations across the country and
accordingly despite its achievements, the company is bent to
continue their expansion as it targets to open new factories over
the next several years.
The Uratex Foam employs their employees and workers

through contractual, agency and some are regular employees,
but most of their employees are contractual especially those who
are assigned in the field and in the processing areas. They have
only few regular employees who are assigned in the offices and
in research and development laboratory, in addition there are no
strict requirements in hiring their employees and sometimes they
also outsource workers.
Most of the raw materials used and needed by the Uratex

Foam are imported - came outside the Philippines, these raw
materials are usually the chemical substances that are needed in
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mixing and mainly the major substance to produce a
polyurethane foams. The Uratex Foams used the FIFO method
wherein they applied first in; first out these means that the first
goods purchased are also the first goods sold because Uratex
Foam forecast ahead of time in the delivery, they have 1 month
lead time, a time interval between ordering and receiving order.
In the processing of polyurethane foams in takes 3 minutes
cycle time in all kinds of foams thus every 3 minutes they can
produced 1 block of 18 meters of polyurethane foams hence in a
day they have 180 meters of polyurethane foams.
VIII. Scheduling
The Uratex Foam operates 24 hours daily, because its

production is continuous in operation, they didn’t usually
scheduled their production daily yet their schedule is based on
the forecasted number of deliveries from the consumers. Also,
the Uratex Foam practice no set-up time during the operation
hence they maximize the completion time in result they have
faster throughput that will improve customer service through
faster delivery.
The Uratex forecast ahead of time of the demand and

sales of their product. Accordingly, the Uratex has many suppliers
and they have a very spacious warehouse where they store all
the processed polyurethane foams with various quality and
density. After it is being checked and examined it is being
transferred to the cutting area and ready for packaging after it is
being cut and covered with satin clothed and after all the
necessary things it will be checked and examine again and
ready for delivery.
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The Uratex Foam ensures that all their machineries and

equipment are in good condition or in good condition and will
function properly at a specified time before they will going to
perform different tasks and functions of it that is why the Uratex
Foam practices both the preventive maintenance and the
breakdown maintenance, they usually used the preventive
maintenance if the finished product or a block of polyurethane
does not met the standard temperature allotted. For extra care
and safety the Uratex also used the breakdown maintenance
once in a week wherein all of the operation of making the
polyurethane foams where shutdown.
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FabLab UP Cebu
Company Profile
University of the Philippines, Cebu City Philippines
Tel: (032) 233 8202

Email: Fablab.upcebu@up.edu.ph
b. General Business Strategy
Fablab UP Cebu, Cebu's first Fablab and the second in

the Visayas, is a partnered venture between the Department of
Trade and Industry Cebu and University of the Philippines Cebu's
Product Design program. Created alongside a Negosyo Centre
(gov't-funded business incubator) and its co-working space, the
Fablab aims to equip makers, design students, professionals,
MSMEs, and the public with democratic access to advanced
prototyping, printing, and related equipment, as well as
training/workshop facilities.
c. Company Strategy
Widely known as the furniture capital of the

Philippines, Cebu shoulders 60% of all the country's exports.
This industry has developed a pool of traditional artisans
and makers who have supplied skills, not just the furniture
industry, but also for jewellery, gifts, toys and housewares
manufacturing sectors. Running parallel to this is Cebu's
deeply rooted mercantile culture, breeding an urban
environment receptive to entrepreneurship, startups and
technological ventures.
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The establishment of a Fablab in Cebu encourages
these industries to experiment beyond traditional
manufacturing practices and to nurture a culture of
interdisciplinary innovation and education. Its primary
target clientele are the general public needing design and
prototyping services as well as student and professional
designers needing training workshops in basic and
advanced design, engineering and electronics in general;
in particular, the application of new digital technologies in
the current art and design practice.
i. Purpose
Fab labs are global network of local labs,
enabling invention by providing access to tools for
digital fabrication.
Evaluation:
I. Product and Service design
The products that used in the Fabrication Laboratory

(FabLab) are 3D printer, print and cut, laser cutter and small cnc
milling. The FabLab aims to equip makers, design students,
professionals, MSMEs, and the public with democratic access to
advanced prototyping, printing, and related equipment, as well
as training and workshops facilities.
These equipment are designed in capable to print
professional quality 3D models also can print and cut stickers in
one run, others were specialized by using carbon laser to cut
and engrave materials to produce different pattern, also it
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produced highly accurate prototypes with great precision and
excellent surface finish.
The UP fabrication laboratory’s 3D Printer doesn’t focus so

much in the quality of their products but instead focuses on its
functionality, mainly to as a prototype. Since prototypes are
needed only to find out if such a product will be feasible, the
laboratory needs not more so that it will durable enough to last
for a long time . Although this is the case, the prototype that
they produce is by no means fragile, and unlike the other
machines that they are using, the 3D printer is able to produce
complex and detailed objects. Their other equipment, on the
other hand, is capable of finished products with high quality
designs. The products overall quality heavily relies on the
materials being used but the used can be sure that the designs
to be engraved on it will be aesthetic and according to what
the designers have made.
Since their main aim is prototyping and not mass

production, their process is mainly intermittent and job-order
based. They don’t make products to-stock, but instead produce
at the time the customer ordered something. However, even a
very small item needs about 6 hours to finish in the 3D printer.
IV. Facility Layout
The facility of the UP Cebu FabLab is an office layout mixed

with a cell layout. The office layout part is located in the
conference room which is placed efficiently to provide a
productive atmosphere especially when they are in the process
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of designing their prototypes. The machines are separately
located but those with the same functions are placed in the
same “cell”.
The FabLab in Cebu is the Cebu’s first FabLab and second

in Visayas, hence it is continue in expanding this facility. Since it is
located at the UP Cebu, people who are interested an easily
access it aside that the place is well-known also it is near in the
center of Cebu.
VI. Human Resource and Job Design
The FabLabis operated by the I.T or ComSci and also with

the engineering students of the UP College, because it also
involved their learning such as using Photoshop and making
design through computer. Wherein they undergo some trainings
and seminars on how to used and operate the machines and
equipment. They barely hired professionals and no proper
requirements were given because it is the UP students were
handling the Laboratory to enhance also their knowledge and
skills.
Since FabLab is used only for designs and prototyping and

it is only opened in public last year there is no need much for
inventory management aside that it is more on services
operation. On the other side there is no need much of raw
materials and the process are easily done by the machine or the
equipment.
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VIII. Scheduling
Fabrication laboratories are available as a community

resource, offering open access for individuals as well as
scheduled access for programs.Fablabs are open to everyone
who wants to innovate. And for those students of University of
Philippines, Cebu specifically the arts and science students they
are visiting fablab during their vacant.
Since fablab is a job-order process the customer provides

the needed materials. But the materials in three dimension
printing and tarpaulin printing are being ordered by the artists so
that they have their stock in case they want to innovate
something.
The FabLab has no permanent maintenance since it is new

and used only for providing better and more competitive
products to those small, medium enterprises. Yet, since they only
open every weekday, they also used and practiced the
preventive maintenance during weekend, eventually as of
today they have only few clients that is why their equipment
and machine has more rest than it is being used as of now,
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ePerformax Contact Center and BPO
Company Profile
100 Saddle Springs Blvd., Suite 100

Thompsons Station, TN 37179
3rd Floor, JY Square IT Center 1
Salinas Drive, Lahug,
Cebu City, Philippines 6000
ePerformax Contact Centers (PHILIPPINES)
Telephone Numbers :( 632)490.2288
As one of the first call centers in the Philippines in 2002 we

have grown steadily year after year, strategically adding
clients, physical space and expanding to new locations. Much
of this growth is the result of the high level of performance we
have been able to provide to our existing client base. To
continue this growth, we plan to be selective and strategic in
our client relationships, choice of locations and the additional
management staff we hire. We form strategic partnerships with
shared values that include:
 Performance versus price-only orientation
 Customer focused
 Sharing of best practices
 Continuous learning and innovation
 Brand enhancement
 Commitment to training and employee
development
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c. Company Strategy
i. Purpose
ePerformax Contact Centers & BPO (Business

Processing Outsourcing) is passionate about performance
and providing the best service to their clients and
customers of their clients.
ii. Goal
The goal of the company is to be the best contact

center for your company, not the biggest contact center.
EVALUATION:
ePerformax currently handles customer service

interactions via phone, email and chat for a select group
of Fortune 500 companies . BPO is a medium where they
can cater to all international clients like Ebay, a shopping
online. They provide to the sellers or to the buyers about the
products, if have any comments, problems or complaints
regarding the goods they offer.
Each of their clients is unique and has selected

ePerformax as their outsourcing partner because of their
proven ability and continuous commitment to providing
superior customer service. Their processes for program
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implementation, recruitment, training development,
training facilitation and performance management, which
are tailored to each program through a highly
collaborative effort with their client, are designed in a way
to establish a virtual extension of the client's customer
service operation.
The company practices an intermittent particularly a

job-shop process because their work depends on the
instructions of their customers. They don’t have a general
standard to follow in all their engagement but instead
revolved around what they were being made to do by
their client.
They are customer and employee-centered for they
are in service concern. They provide the needs of their
workers. They are one of the virtual companies who only
have a good communications through the use of internet.
IV. Facility Layout
In the working area e-performax they’re using the

main consideration wherein technology allows increasing
layout flexibility by moving information electronically
wherein it creates dynamic needs for space and services
that cost of the virtual companies have. The pads are
forming circles. Accordingly, those circles represent infinity
where there is no discrimination and they work as a team
for they can get incentives if they have a great
performance as one.
Page | 29
Since this business is not concern for the strategy of

their location because they only need a good internet
connection to communicate with their clients, they have
two branches in the Philippines. One is in the Makati City
and another is where we have conducted the tour, in
Cebu City. Specifically, located at 3rd Floor, JY Square IT
Center 1Salinas Drive, Lahug, Cebu City, Philippines 6000
They don’t have an age limit as long as you are

eighteen years old and above; and you can speak and
understand English you can enter in their institution. If the
management think that you are not ready you don’t have
to worry because they are giving a training to those
dedicated to join ePerformax aside from this training, there
giving an allowances specifically Php.600 per day. They
have a lot of benefits to give; they are also giving a free
cellphone with free load. Promotions are also highly
emphasized to those who deserve to be promoted. And
lastly, what’s good about being an employee of
ePerformax is that they have clubs to join, whatever your
hobby is you can develop it through attending their clubs
such as dancing, sports, etc. They are treating each one as
their family; they have created an employer-employee
strong relationship.
Aside from that e-performax strengthens your skills
and talents when it comes to sports or talents; they offer
badminton game, table tennis, computer area, for the
employees not get bored and releases their stress, also they
have “building teamwork” every once a year and offers a
day-off during once a week applicable to all employees.
Page | 30
They don’t have to manage any inventory since they

are in service concern and maybe the inventory that they
have is the equipment that they use daily like the
computers and other utilities.
VIII. Scheduling
The time of the shifts of the employees are

depending on the demand of the each program. The
management chose the day shifts of the employee
whether they will be assigned to night shifts or day shifts but
they have the freedom to choose a particular date or day
of their day-offs. But relatively the management only offer
once a week day-off to every each employee applicable
to night shift and day shift that they have.

ePerformax also not particularly engaged in supply
chain management because they only need human labor
to complete their business. Although eperformax focuces
on services and not in production accordingly they still
have some factors such as lead times wherein happened
to the employee where he/she missed a cal. It would
caused or interrupt some transactions.
Page | 31
eperformax only have to maintain the facility and

equipment that they are using every day like the
computers and other utilities. They also use breakdown
maintenance once a week.
Page | 32
SyCipGorresVelayo& Co (SGV)
Company Profile
[Cebu]
Unit 1003 & 1004, Insular Life Cebu Business Center
Mindanao Avenue corner Biliran Road Cebu Business Park,
Cebu City
Tel.: (032) 266-297 to 49, (032) 266 – 2821, (032) 266- 2313
Fax: (032) 266 – 2313
[Makati – Head Office]

6760 Ayala Avenue, Makati City, 1226 Metro Manila,Philippines
Tel.: (632) 891 -0307
Fax: (632) 819-0872/ (632) 818 - 1377
SyCipGorresVelayo is established in 1946, it is the

Philippines’ largest multidisciplinary professional services firm
with ten offices across country. The firm employs 32,000
professionals from various disciplines including certified public
accountants, legal professionals, economists, human resource
professionals, engineers, statisticians and financial analysts, it is
also includes the 5, 000 best and brightest employees
throughout the country. The SGV has remained unmatched in
the region and accumulated invaluable resources in their 70
years of operations.
Page | 33
c. Company Strategy
We envision not only to give value-added services to

our clients but, more importantly, to become a partner in
there and the region’s development. The insights and
quality services we deliver help build trust and confidence
in the capital markets and in economies the world over. We
develop outstanding leaders who team to deliver on our
promises to all of our stakeholders. In so doing, we play a
critical role in building a better working world for our
people, for our clients and for our communities.
i. Core Values
Our values define who we are.
 People who demonstrate integrity, respect and teaming

 People with energy, enthusiasm, and the courage to lead
 People who build relationships based on doing the right
thing
I. Product and Service design
Their services mainly focus on customer satisfaction

and customer-employee relationship wherein they offer
different tracts of transactions to provide the needs of their
customers. They make their service available to the
customers by being near them and catered to needs to
heavily involve them in the service process. They also have
different market groups for different type of customers to
assure that their services are tailored exactly to the needs
of the customers.
Page | 34
SGV & Co. is one of the few auditing firms that are
ISO certified a testament to their quality in their service.
Their degree of independence, however, varies according
to the engagement they are performing as needed,
assurance needing the highest and advisory the lowest.
Their employees are among the best of the best in the
Philippine scene, hiring many Top Notchers in the
respective licensure examinations in the last years. These
employees are then given opportunities to further improve
their skills through global interaction with other audit firms
across the globe. Their numerous clients serve to prove their
pedigree with regards to quality. 50% of the Top 100
Corporations in the Philippines and 40% of the Top 1000
Corporations in the Philippines put their trust in SGV, and
even globally SGV’s dedication to quality is well known.
SGV & Co. practices job order process, sending

engagement teams per job that clients hired the firm to do.
There exists standards for the methodologies that the teams
follow, but it is not necessary to follow through it
completely. As long as the deviation is for the benefit of
their engagement, they can do so within reasonable
bounds. Apart from existing standards, their operations
generally have different processes depending on the
client’s situation and the firm’s availability.
IV. Facility Layout
The facility layout of the SGV & Co. is that all of the
offices were made of glass that even the people along the
Page | 35
corridor will going to see all the employees doing their tasks
in various areas, also they use long tables with dividers so
that each employee can have a space that is entirely his
own while the higher ranking employees have their own
offices. The facility uses modern technologies for a more
efficient and effective workspace for the employees so
that their productivity will be maximized.
SGV & Co, has been 70 years of service in the

institution, and they have lots of firms inside and out of the
country. And for that the firm is expanding the existing
facility.
VI. Human Resource and Job design
There are lots of opportunities and benefits given by

the SGV &Co to the employees such as “team building”
wherein the employees are given the time to relax and
strengthen the employee-employee relationship where
they can get along together, there are also cash bonuses,
opportunities to travel abroad to attend seminars and
trainings for the enhancement and gain more knowledge
and to have ore potentials in their fields.
There is no necessary of inventory management

because the firm purely offers services concerns in
assurance, taxes and advisory services etc. yet the SGV &
Co ensures all its operation’s scope just like the customers
and lessens their waiting time to achieve satisfactory levels
of customer service while keeping inventory costs within
reasonable bounds like level of customer service.
Page | 36
VIII. Scheduling
The SGV & Co. do not particularly use the scheduling

procedure or do not practice this, is it because they did not
scheduled the appointment of the customers. They only
have transactions based on the time availability of the
customers.
The SGV & Co under the Ernst and Young, is a purely

service operation but they also practice supply chain in
order to compete in the global market place for
investments and the trade of services. The SGV & Co. is
engaging supply chains to support rapid expansion to
enable them to capitalize on the growing number of
customers. They are further developing their existing supply
chains to attain cost efficiencies and boost margins in their
mature operating market. The global index of Ernst and
Young captures the key aspects of cross-border integration
of business, particularly in terms of: a. openness to trade; b.
capital investment c. exchange of technology and ideas;
d. labor movements’ e. cultural integration.
X. Maintenance and reliability
The SGV & Co. do not need measures of

maintenance in their workplace if ever, maybe needed
only to those equipments and machineries that they have
because SGV & Co is a purely in a service concern.
Page | 37
International Pharmaceutical Incorporated
Company Profile
Go Lam Drive. Pope John Paul II

Ave.,Kasambagan, Cebu City 6000
Tel.no. 63-32-412-7772
inquiry@ipi-phil.com
www.ipi-phil.com
Today, IPI is undoubtedly the Philippines' leading

manufacturer and distributor of a diversified range of
pharmaceutical and consumer products. Based in Cebu
City, IPI has a network of branches located all over the
archipelago and an extensive operative distribution
system that ensures that products are readily available
nationwide. Aside from its domestic market, IPI boasts of
is international partnerships and affiliations which paved
the way for its global distribution. Currently, the company
nurtures and continually develops relationships with
distributors in the UK and the US. IPI also exports to
countries like Bahrain, Brunei, Cambodia, Hongkong,
Japan, Kuwait, Malaysia, Mauritius, Oman, Papua New
Guinea, Qatar, Saudi Arabia, Trinidad and Tobago,
United Arab Emirates, and Vanuatu in the Pacific Islands
Page | 38
c. Company Strategy
i. Purpose
The Integral part of the company is the IPI

Foundation, which is committed to community service and
focused on healthcare, environment, aid and livelihood.
ii. Mission
1. To assure customer satisfaction by providing quality

products at affordable prices.
2. To continuously strengthen relationships with dealers,

distributors, retailers, suppliers and government agencies.
3. To enhance people’s lives through corporate social

responsibility programs.
4. To recruit the best talents and develop them into
responsible employee.
iii. Vision
To be the leader in the markets we serve.
The primary product of International Pharmaceutical

Incorporated is the Efficascent Oil. This oil helps to relieve the
muscle pains we feel in the body .The product that started it all in
1959. Sparked by the perseverance and passionate work of the
Wong brothers George, David Sr., Sergio, Pio Sr. and Sixto,
International Pharmaceuticals Incorporated (IPI) was born.
Effective salesmanship and resilient door-to-door marketing were
Page | 39
the essential ingredients that inspired its inevitable growth as well
as the growing desire to constantly innovate affordable quality
products.
As far as we know International Pharmaceutical

Incorporated is a NGO certified, they also take high
considerations with their products wherein it involves
therapeutically and hygienic in nature. They also take
considerations and take necessary measures in the finished
products that they must safe, satisfactory and effective in nature.
Also IPI gives an assurance that their employees are given
comprehensive benefit packages to improve their way of living.
Also they promote innovation through trainings and seminars
dedicated to improving employee performance to ensure
customer satisfaction.
We have only given a chance to observe the process of

making their soaps. They have adopted the continuous process
of mass production of their products.
IV. Facility Layout
The materials and machines are move to the product

therefore their facility layout is a product-oriented. All their
machines are either lined up in the middle or at the side and the
empty spaces are occupied by the human labor in charge of
packing, segregating etc.
Page | 40
IPI starts at Cebu for it is where the family lives. Strategically

located in the key cities of Luzon, Visayas and Mindanao are IPI
branch offices& warehouses, maintaining a fleet of top of the line
van distribution units in order to make sure that IPI products reach
all corners of the country. While the dynamic sales force sees to it
that products are well-advertised for consumer awareness,
dynamic availability, and efficient marketing. This way, IPI brands
continue to become the leader in household brands.
Some of their workers are contractual particularly in the

production area; you can work in there even if you are a high
school graduate. And also in their offices, the hired employees
are regular. They need to meet the intended requirements. They
are also giving rewards at the end of the year to those who
worked hard especially on their employees working in the
production area.
The raw materials of the IPI came from outside the country
but they have several products that they produced such as
soaps, ointment, oil alcohol etc, they have only physical count on
their products as what we observed during our observation and
tour and these maybe applied after the packing and before
packaging and delivering.
VIII. Scheduling
Page | 41
The company is using the first-in-first-out (FIFO) basis in
producing and distributing their products, wherein the first goods
purchased for resale became the first goods sold. Since there
products are in line with hygienic and therapeutics they aware
with their expiration date. Also in terms of their human labor they
work or operate during weekdays including Saturdays, yet they
are no operation if there is a shutdown in the machines.
Since we are prohibited by the company to get

information regarding their other products, one assurance is that
the raw materials of their soaps are from Malaysia. Other
materials are purchase by the purchasing agent, and they also
have different kinds of supplier yet these suppliers are not just a
regular suppliers but with a fiduciary relationship with the IPI. After
the raw materials has been delivered it is forwarded to proper line
of production where they must mixed, checked and examined
for proper and accurate procedure before it is being forwarded.
All the products where distributed to retail stores in all over the
country and even outside the country.
According to them IPI machines are maintain daily but

during our tour one of their machines has been shutdown since it
operates 24 hours it says that it is caused by overheat in result the
whole operation of the soap production has been delayed, since
they don’t implement preventive maintenance they have the
problem in predicting impairment of their machines.
Page | 42
REFLECTION PAPER:
Few people only have given an opportunity to visit and witness

companies, not just an ordinary companies yet it was an extraordinary
where we can tour around the plant and witness the products being
manufactured and processed.
As a student it was a great privilege for us to have a tour to big

companies in the Philippines particularly in our destination in Cebu City.
We are able to see the actual making of the products that sometimes
we consumed and used in our home. We also saw those persons
working on big factories, warehouses, and offices. Now, we also knew
the stories behind those successes of their organization. The stories that
make us amazed and realized that someday we can do more and
excel in our own way. In those days in Cebu we have learned a lot. We
are challenge to move out to our shell and find something new since
there are a lot of opportunities that surrounds us.
On the first day of our tour, we have visited gardenia and

Profoods insteadof having Uratex we were all amaze in their
manufacturing plant especially how equipments works. And also we
witnessed how gardenia produces there 2,000 loaves per hour by the
used of their large and advanced technologies same as the
profoodswo produces lots of products from different kinds of fruits and
they are in zero-waste material, wherein the husk, seed and peeled
waste of the fruits were processed to generate electricity,
On our second day of tour, we visited three companies including

Uratex at the morning and at the afternoon the Fabrication Laboratory
UP Cebu and eperformax Contact Center and BPO. We also amazed
how the Uratex produces their various foams from low density
polyurethane foams to high density polyurethane foams and also we
were glad they let us witness those processing from mixing of chemicals
to finished products. And in the FabLab, we were just jaw-dropping
upon explaining to us their advanced equipment of prototyping. In the
eperformax we were also surprised how the eperformax performed their
services and also on their facility layout.
Page | 43
And on our last day of tour wevisited two companies that are
SGV & Co. and the International Pharmaceutical Inc., and with that we
were challenged to strive hard in our studies in order to be one of the
employees in a very outstanding firm.
All in all we were all glad and thankful for this Plant Tour and to
our subject teacher for pursuing this kind of Plant Exposures aside from
we gained knowledge, we also able to experience things we didn’t
experienced.
Page | 44
DOCUMENTATION PAPER:
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Gardenia Bakeries Operations Management Project

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NOTRE DAME OF MIDSAYAP COLLEGE

College of Business and Accountancy

PROJECT IN OPERATION MANAGEMENT

In Partial Fulfillment of the requirement in Mgmt 36

Kriszle E. Laging - BSAcT 3

Charito A. Labao , MBA

Company Name Page

Gardenia Bakeries Philippines Incorporated--------------------------------- 3

Profood International Corporation ---------------------------------------------- 10

Uratex Foam Philippines------------------------------------------------------------- 16

Fabrication Laboratory UP Cebu------------------------------------------------- 22

International Pharmaceutical Incorporated-------------------------------- 38

Tel: (02) 889-8889 to 90/(02) 845-0971/(02) 832-3100 to / (049)

b. General Business Activities

Gardenia began as a humble in-store bakery in Bukit

We, at Gardenia Bakeries Philippines, are committed

To provide an assortment of best quality, great

To be the premier company in the baking and food

I. Product and Service Design

Gardenia Philippines offers a wide array of superior bakery

Gardenia has been awarded with International

It can also be noticed that the Gardenia has a G-Locks in

III. Process Strategy

In producing and manufacturing Gardenia Bread, the

IV. Facility Layout

Gardenia has a product-oriented plant layout, making the

Gardenia’s main branch is located at Laguna and the

VI. Human resource and job design

Gardenia has 153 regular employees in different

VII. Inventory Management

The Company uses the First In, First Out Method of

The Gardenia’s production area operates 24 hours a day

IX. Supply Chain Management

Pilmico and General Media Corporation are the suppliers

Gardenia currently adapts preventive maintenance

No.12 Pres. Roxas St., Mabolo, Cebu City

Tel: (63) (32) 346-1228 (trunk line)

Fax: (63) (32) 346 – 7737 to 38

b. General Business Activities

Profood International Corporation is the largest

I. Product and Service Design

The company’s main product is Philippine Brand Dried

II. Quality Management

Profood is an ISO 9001:2008 awardee which specifies

Its quality control includes color sorting in which dried

III. Process Strategy

Profood’s process is continuous mass production because

IV. Facility Layout

Profood’s facility layout exhibits a product-oriented layout

Profood has 4 plants all over Philippines which is in Cebu,

VI. Human resource and job design

Profood has a total of 3000 employees in its production

Profood‘s raw materials especially the carabao mangoes

Profood’s scheduling of its production is 24/7 especially if

IX. Supply Chain Management

Profood’s supply chain starts with its suppliers which come

X. Maintenance and Reliability

Profood usually employs a preventive maintenance in its

Quezon City Showroom

Facebook: Uratex Philippines

b. General Business Activities

Uratex Foam, from the word “URA” means Urethane and