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TQM TERM PROJECT OUTLINE 1.0 The Company A profiler of the organization in terms of the kind of business the company is in, its rank in the industry to which it belongs to, a brief description of the key players in the industry, its organizational make-up consisting of its organizational chart, manpower complement and reputation. The company vision, mission and corporate philosophy, values and credo must be documented as well. Chain Group of Companies caters to developing infrastructures with quality automated building systems that promote security, accessibility, productivity, and connectivity. From the most efficient Panasonic Air-conditioners to the most constructive PABXs (Private Access Branch Exchange), the company ensures quality products together with their installations. Also, this service takes pride in training clients and providing customer care for full protection of the customers. With full-experienced engineers, the company aims to administer full safety measures and effective assembly of the equipment. Through the efficient management of the (Chief Executive Officer) CEO, Vy Yan Wong, top-of-the-line companies have been indulging for the service of Chain Marketing. Motivated employees successfully targets to apply high technicality installed in buildings. Mr. Vy believes that the company attains such service because collective ideas from the diversity of employees. Also, according to the CEO, motivation instilled in employees results to their efforts and quality performance that both the company and clients are expected from them. The company aims to expand here in the country to maintain quality service among most, if not all, infrastructures. 2.0 Leadership Styles An observation of the existing corporate culture and management styles must be discussed. Using the various leadership styles as basis, an analysis of the appropriateness of the leadership styles used at all levels of management must be included. With hardcore training in Japan and Hong Kong, Mr. Vy manages to know the technical and business parts of the industry his company is involved. In every company, superiority and inferiority are observed, where there is a ranking system. From Japan, Mr. Vy learns that there should only be contact between co-workers within the same position level. Employees should be the one to approach the managers and the managers will approach him or the executives. He applies another Japanese management style where the plans are always followed. In this company, the meetings are held twice in a month. Meetings are chances wherein the employees below the command chain can collaborate with the ones on top (i.e. executives); and the opportunity for the superior to implement company plans to the employees. 3.0 Customer Focus The various activities and efforts that the company expends that prove how serious they are in meeting customer needs.

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For the customers rendering service from Panasonic Chain Marketing, the management imports the equipment and supply from Panasonic Japan to ensure genuine performance of the products. Engineers who have full training are employed for advanced and secure installations within buildings and facilities. After every project, the company offers one or two years warranty and full-time customer service. Its implementation certifies that the company is confident of its quality services and products. Furthermore, the company is willing to replace failures if ever a client experiences glitches. 4.0 Strategic Planning The long-term planning that top-management does, its frequency of review and progress monitoring of the implementation of past strategies employed. Chain Group of Companies consists of three sub companies Chain Marketing Corporation, Chain Tech Cooling Service, and Chain Tech Service Corporation. Under the marketing division, there are experts in business and sales, and engineers. According to Mr. Vy, there are engineers in this department because he believes that the sales are not capable of selling the products with technical elements involved in them. In explaining the design of products, engineers are needed for the full service information needed by the customers. The other two departments also consist of engineer employees to validate installations they render to customers. 5.0 Management The long-term planning that top-management does, its frequency of review and progress monitoring of the implementation of past strategies employed. Always follow the plan exclaims Mr. Vy. These plans are made by himself together with his executive board. Also, he believes in the ranking system with the superior having no contact with the people under unless big problems arise that they [employees] cannot solve. This is to avoid conflict in ideas that complicates plans of action within the company. Also, Mr. Vy believes in the power of motivating the employees to work according to the regulations of the company. In the Philippines, People have low expectations claims Mr. Vy based on the experience he has in the country compared to Japan and Hong Kong. With this mentality, he does not pressure his employees to do splendid but rather he only motivates them. 6.0 Employee Involvement The company instills that employees will do their job according to their description and capability. As long as they can do the necessary work and follow the regulations of the company, employees will be able to keep their careers within the organization. As mentioned above, the involvement of employees in the company is focused on the motivation the managers and supervisors are giving to their members. The degree of participation of employees in problem-solving activities and initiatives for improvement in the company. 7.0 Training Experts from Panasonic around the world come to the main Panasonic based in the Philippines for seminars and training. These forums are about the new products

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and innovations Panasonic has in store for consumers. Mr. Vy commands 100% of the employees to go there in order to have full knowledge of the product. Also, the engineers in their company train the sales department so that technical components of a product or service are explained during their fieldwork. A survey of the different kinds and forms of training given to employees and the % of employees who have taken them. 8.0 Reward and Recognition For every client who is referred by an employee, commission will be granted to the one who referred a customer. Also, as a tradition to every respected company, thirteenth month pay is given to employees who have shown excellent performance in line with their work. Also, the company also invests for different benefits for the employees to stay loyal to the company. The state of incentive system in the company in order to encourage employee involvement in quality initiatives: individual & group rewards, profit sharing, etc. 9.0 Employee Focus For the employees here in the Philippines, the motivation is salary according to Mr. Vy. Jobs are seen as the source of income for the people to survive (i.e. food, clothes, and shelter). In Japan, Mr. Vy says, they treat work as art. He wants his people to have this kind of mentality and not work hard because of the salary. Meanwhile, he also exclaims that in Hong Kong there is high expectation in terms of work performance. Mr. Vy motivates his workers to showcase what is beyond expected. The mindset on employee, their value and the focus given to their development. 10.0 Customer Contacts There are classes of customers identified Classes A, B, and C. These classes are according to the rank of the company with Class A being the highest. The company only caters to clients who belong to Classes A and B because of the sophisticated products and installations done in a facility requires a huge budget. The company encounters installations in, but is not limited to, educational institutions, offices, hotels, and governmental infrastructures. The engineers are the ones who design the arrangements of the wiring and Panasonic products. After the design is approved by the governmental engineer, the company engineers will go through with the plan. Once the plan is implemented and the finished product is presented to the client, the company offers warranty to guarantee that the service given to them is credible. The % market share, profile of customers and how they develop them. Design of Products and Services According Mr. Vy, all forms of technology are everyday changing. For the electronics industry, he says, there are too many applications possible. Technological curve is exponential exclaims Mr. Vy, so he encourages his employees and himself to go to the trainings that Panasonic offers for everyday innovations and designs. Also, regular meetings are held with Panasonic companies worldwide to discuss the potential techniques to be presented to interested clients.

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Degree of effort in research and development put by the company for the design of new products and services, particularly product/service development efforts. 12.0 Process Management With over 26 years of operation, Mr. Vy claims that the company really guarantees splendid service and products. Since he is the CEO, Mr. Vy understands the ways of engineering in terms of safety, efficiency, and compatibility. So if a project is not approved because of further improvement, he would definitely invest in delays and asks his engineers to work on it further. The vitality of the process management including information and analysis, supplier management system. If they are undergoing ISO 9000 or 14000 certification, if they have been certified in the past and how long, its impact on company operations and corporate culture. Supplier Quality From the beginning of the company, surveying of materials used for installations are conducted. As the company progresses, the company publicizes bidding to suppliers who are interested to cater to the company. These materials provided by the winning supplier include wires, cables, and equipment. The products served are supplied by the Main Panasonic Station in Japan where there is 100% guarantee on product quality. A discussion of existing systems and procedures used to manage the quality level of consumables, raw materials and equipment supplied by suppliers. Identify if an evaluation, certification, accreditation and/or reward system exists and its impact on quality. Benchmarking Activities in the Panasonic Main Station during training are observed. The management team then keeps track of the practices and tries to formulate a modified way. In addition, technology-related companies are also subjects in the survey of practices observed in their organizations. Usually, this is handled by the sales and business department of the company. They usually talk to employees who worked in competing companies. An iteration of activities done by the company in order to copy the best practices in the industry and related industries in order to improve its processes. Corporate Responsibility and Citizenship Since the company of Mr. Vy deals with technology and its application in huge infrastructures, using of devices in installations are utilized. In the electronics world, lead is used to create a circuit with its proper designation. This emits dangerous fumes that endanger health and the environment. In Chain Group of Companies, they use a specialized material which does not emit such gases. Also, they design products that usually end for decades, that is why they do not dispose of electronic wastes regularly. If they have to dispose wastes, they consult for the Main Panasonic Office in Japan for their disposal processes.

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A discussion of how the company is responsible for its environment by the way it takes care of its company wastes and refuse; and its nation-building participation.