TQM PRINCIPLE NO.

1: CUSTOMER-FOCUSED
BDO is a full-service universal bank. It has the ability to provide a complete array of
industry-leading products and services to the retail and corporate markets. Our institutional
strengths and value-added products and services hold the key to its successful business
relationships with customers. On the front line, the bank remains at the forefront by setting
high standards as a service-oriented, customer-focused company.

We are committed to deliver products and services that surpass customer

expectations in value and every aspect of customer services, while remaining to be prudent
and trustworthy stewards of their wealth.

Key Benefits:

 Builds Loyalty

Running a customer-focused business helps organizations build a loyal customer

base. Clients are more willing to bank with a company where they feel they are
considered in terms of their needs when products and services are created.

 Increased Referrals
The more loyal clients are to a business, the more likely they are to refer the
products or services to friends, family and business associates. Referrals are
advantageous to businesses as they cut down on advertising expenses. Customers
who come to businesses through referrals also generally are prequalified, which
makes it easier to turn them from prospective clients.

 Increased Revenues/Profit for the Business

Customer service becomes a part of your company's brand when you run a
customer-focused business. When customers hear the name of your business, they
automatically associate it with knowledgeable and friendly sales professionals and
a company dedicated to ensuring customers' needs are met.

Actions to Take:

 Embody an accommodating and welcoming personality when engaging with

clients. Communicate with them with a sense of concern. Make the clients feel
that they are listened to most especially when it comes to their concerns.
Communication is a two way process and understanding is indeed very vital.

 Clients when addressed on their first name basis create value added recognition
on their part. This can make an impression of a more personalized banking which
creates a greater customer experience.
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 Employees reinvent themselves by revisiting what strategies to implement in

handling customers and accepting constructive criticisms that will aid in the
improvement of the services.

Impactful Insights and Relationship to Work

Working at BDO Unibank Inc. for six years now, the Customer Focused principle
is always given the most importance in our everyday dealings with the clientele. As a
banking institution, we create products and service to meet the market demands. It is our
end goal to keep our clients and to retain them as we grow our business with them.
Employees in the bank are well trained in handling client concerns and addressing their
needs. The clients are our main business and without them the company cannot sustain
and meet its vision and mission.

Every day, before we start our work we always have our so called Morning
Briefing. During the morning briefing, it is always emphasized that we should take care
of our clients and build good relationship with them in order to maintain them and for
them to continue doing business with us. It is never advisable to immediately decline
clients when their requests are off the books, we should find ways to help them by
thinking out of the box.

BDO as a banking institution grants this first of its kind in the Philippine banking
industry Rewards Card to its clients for building a volume of banking relationship. This
rewards card earns points and allows clients to enjoy discounts and privileges.

TQM PRINCIPLE NO. 2: TOTAL EMPLOYEE-INVOLVEMENT

Employee involvement is about the opportunities given to employees to help
make decisions at the workplace. The employee involvement refers to the direct
interaction between management and employees that encourages workers to take
ownership of the outcome of a project. Workers affect the process itself by partnering
with management on major decisions. Employee involvement practices can also include
providing more opportunities for your workers to seek new training, specific motivational
methods to boost employee productivity, and establishing an organizational structure that
encourages free-thinking and empowers employees to make important decisions without
managerial approval.

Key Benefits:
 Increased Productivity

When employees are given independence and expected to be more self-

sufficient, they become more efficient over time. When they learn to navigate
their responsibilities with minimal interference or relying less for supervision they
of course become more productive.
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 Improved understanding of the organization’s quality objectives

When employees are involved, they become more driven towards the
direction of the organization. The goals and objectives are well understood and it
compels them to translate them into an outcome that contributes to the
organization.

 Empowerment

Employee empowerment entails that the individual is held responsible for having
accomplished the whole task. The employee becomes process owner- thus the individual is not
only responsible but also accountable. Employee empowerment requires that the individual is
held responsible for accomplishing a whole task.

Actions to Take:

 As a future Supervisor in the office, I can increase the productivity of my

employees by investing in them the necessary knowledge and wisdom.
Through sending employees to trainings and career development programs, it
can equip them and it can build their confidence in themselves to be decisive
on their posts.
 The vision and mission of the organization must be well explained to the
employees. That is the core and main reason why we are doing business. We
can translate the vision and mission by implementing Key Result Areas where
strategic performance is measured.
 When new products and services are new to the bank, asking suggestions and
recommendations from employees of how we can cross sell and market is
highly encouraged. Their ideas must be appreciated and considered for it
boosts their morale too.
 Inform and update employees of the new and latest Policies, Procedures and
Regulations
 Encourage and acknowledge ideas and suggestions from employees
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Impactful Insights and Relationship to Work

As a banking institution, employee involvement is truly given importance
in our daily operations. A very great example is when it comes to the marketing
section in the bank where every Marketing Assistant is tasked to really develop a
sense of independence by embracing responsibilities. Being given responsibilities
allow employees to emerge even stronger and productive. They stand on their
own by finding ways how to resolve a problem.
In situations when the Supervisor in our section is not around, staffs
emerge to be held responsible and they really handle clients concerns very well.
Since they are trained and always reminded of the values of BDO, they are able to
productively resolve and come up with best results.
Apart from that, employee involvement cultivates a sense of pride and
ownership for the organization. This helps us to become more aggressive in
marketing our products and services to clients thus creating a greater market reach
in the community. Employees who are involved make it easier for them to market
to their relatives, friends, classmates and other stakeholders.

TQM PRINCIPLE NO. 3: PROCESS-ORIENTED

In every organization, key results are very important to determine the
achievement of success. This success can only be realized if a well understood
and well managed if we are process oriented and that the processes are logical.
Process organization aims to perform each of these processes optimally and
efficiently that is using the least amount of resources to perform final deliveries of
high added value. Standards are always set to guide the whole process.

Key Benefits:
 Effective Process Management
 Efficient Use of Resources
 Enriched capability to emphasize strength in key processes and areas for
progress
 Established process is easier to learn and follow

Actions to Take:
 Define objectives and processes of the organization
 Manage risks that can affect outputs of the processes and overall outcomes
of the total quality
 Understand the organization’s capabilities and determine resource
constraints prior to action
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Impactful Insights and Relationship to Work

Every employee in every organization has different ways of processing things because we
differ in our capabilities and strategies. But, it is really important that we follow a certain
process and procedure in order to complement areas of need. In BDO, our core processes
involve cash. The bank has established a standard process where all transacting tellers can
accept all types of transactions which make them to be called as universal tellers. A
system is well provided that is utilized to make transactions easier to track and trace.
In our banking system, we have two sections composed of: the high counter tellers
supervised by the cashier and the low counter tellers supervised by the marketing officer.
From opening of the day then mid day balancing until closing in the evening, a process is
followed and is always reminded to all employees that they should be compliant all the
time. A process is followed in transacting cash and cheques. A process is also followed in
the account opening procedures. A process is followed to address client initiated
complaints. A process is strictly followed in the entire operation of daily work.
By properly fulfilling the process, it creates a more harmonious delivery of work. It
makes work even lighter because steps guide all the way and makes work even more
organized.
TQM PRINCIPLE NO. 4: INTEGRATED SYSTEM
An integrated system is essential both for business-to-business communication
and internal cooperation within an organization. It integrates or incorporates all of the
organization’s systems and processes into one complete framework, enabling an
organization to work as a single unit with unified objectives.
Key Benefits:
 Integration and alignment of the processes that will best achieve the
desired results.

 Effectiveness and efficiency of the organization.

Actions to Take:
 Targeting and defining how specific activities within a system should
operate
 Understanding the inter-dependencies between the processes of the system
Impactful Insights and Relationship to Work
An integrated system in banks creates a very efficient role in carrying out our
daily transactions. Technically, we use these integrated systems in order to keep a
work flow that is well designed to achieve significant results. By integrating all
necessary strategies and techniques into the system, a framework is built in order
to meet an impactful outcome.