BRENDALYN G. GARCIA

CMO’s WORKBOOK
Things Learned on Some Important Topics

MISSION:

“Creating tributes for Life”

Things Learned:

 Creating tributes not only for the departed loved ones but for the living. Like sending Birthday cards, Thank you cards, anniversary greetings and giving gifts on Father’s day, making serenade on Mother’s day, fireworks display on Nov. 1. It’s giving more value to the customers.


VISION:
Things Learned:

 Serving our clients by conducting excellent and memorable interment. Assisting them in their needs for instance, completion of necessary requirements for interment. Ensure that interment items included in the service package are completely served and done. Serving them beyond their expectations. It is about after-sales-service. Giving or doing what we have committed.


BELIEFS:
1. Customer Service

Treating our customers as “King and Queen”.
Satisfying the five (5) senses. Satisfying their:
Needs (must have) – burial of their departed loved one.
and wants (nice to have) – memorable interment of their departed.

2. Excellence

Constant improvement everyday
New idea daily (NU52)
Creativity and Innovation

“In order to predict the future is to invent it.”

3. Learning
Continuous learning in the workplace.
Read. Read. Read.
Observe. Observe. Observe.
Ask frequent questions.
Explore topics in the slide share.
AM talk / Meeting.
Sharing sales experiences.

4. Flexibility & Adaptability


We must easily adapt to global changes:
New technologies and new trends
In bereavement industry so we are not left behind.


PRINCIPLES:


We want to deliver quality outputs in order to render excellent services for the organization which will contribute others – the community and our stakeholders. To make the business effective in terms of operation and business strategies and utilization of limited resources. We want to grow to create more job employment in the community and to provide bereavement services that will definitely benefits everyone.

Company History


UNISUN DEVELOPMENT CO., INC. was established on February 1, 1983 which started with a small capital
The company buys a raw land and develop the same into a subdivision or memorial park projects. We have 10 branches nationwide - from the north we have the province of La Union down to Polomolok in South Cotabato.

 Bereavement Providers Inc is a management company which has been in existence for 9 years with head office in Angono Rizal. Under its wings are 6 memorial parks located in San Carlos Pangasinan, San Fernando La Union, Calamba Laguna, Calapan Mindoro, Oton Iloilo City and Morong Rizal.

 It is engaged in memorial park development, services, finance and construction. We have pursued columbarium and body crypts and we will put up Crematorium services in the future.

PRODUCTS:

MEMORIAL LOT
ASH CRYPTS
BODY CRYPTS

DOUBLE INTERMENT PRIVILEGE (LAWN LOTS)


One lot, double-tiered with lower and upper vault
Two interment, two bodies
May place two (2) sets of human remains in each vault.
Markers or tablets placed parallel to the ground
Plot reusable every after exhumation of remains.

GARDEN LOTS
3 lots, each lot is double tiered with lower and upper vault max. interment is 6 bodies
Characterized by a raised marker in the middle of the lot
Measures 3m in width and 2.5m in length


SENIOR SINGLE NICHE

4 lots, 8 bodies, 8 interments
One lot measures 1m x 3m & other three, 1m x 2.5m such that each niche is 3m x 3.5m
Provided with plant boxes not exceeding .5m x 1m
Tomb above the ground shall not exceed 1m in width & 1m in height


GARDEN ESTATE

30 sq.m, 12 lots, where the owner an build an open family mausoleum
Strategically zoned, conforming to feng shui requirements and the need for privacy and exclusivity
Open memorial structure not exceeding 3m in height may be constructed
50% is the buildable area
Owner has the freedom to landscape the area as prescribed by the guidelines of HGMP

JUNIOR FAMILY ESTATE

24 lots, 60sq.m. and the owner can build mausoleum
Strategically zoned, conforming to feng shui requirements and the need for privacy and and exclusivity
Open memorial structure not exceeding 4m in height may be constructed
60% is the buildable area
Owner has the freedom to landscape the area as prescribed by the guidelines of HGMP
Fencing property line not exceeding 30 cm in height

ASH crypts

- Made of granite; imported from Korea; measures 300 x 300 x 500; can accommodate 4 urns depending on the size.

-Affordable
-Modern
-Convenient
-Imported

PTM –
Primary Target Market

It is a main cluster of customers (the people who truly need the product and will buy it) that company wants to go to.

OUR PTM:
Female teachers
30 - 40 years old
Identifying our PTM so as to know where we are going to attack in the sales territory.

ATTITUDE is everything
 We want to employ staff not with the talents he posses, not with the beauty she has, not with the knowledge and skills but more on his attitude.
Think positively. Act positively. Our attitude is our window to the world. Turning problems into opportunities. Associate with positive people. Failing forward. Confronting my fears and grow


Lifelong Learning

Learning by doing
Learning is not about theories and education but more about personal development, enhanced knowledge, continuous training and practice.
Learning by reading.
Book reports.
Observe. Observe. observe.
Benchmarking that gets results.

“The purpose of education is to replace an empty mind with an open one.”


Determination
 Persistence/diligence.
 We don’t go home/leave the office unless our books are balanced; unless sales targets are achieved; reports are sent
 It takes discipline to finish everything on time and complete
“Determination and perseverance are omnipotent”
– Calvin Coolodge


Courage


 Qualities of spirit and conduct
 Conquering fear
 Facing the brutal facts/difficulties
 Developing Strength
“Nothing is impossible”
“ I can do it”
“I have what it takes”


January 18 Memo
 Must change personal habits/bad habits:

 1. Hasten the pace or tempo

 2. Execution
 - Do it now.
 - Do it right the first time.
 - Follow instructions.
 -Follow standards.

 3. Observe TRM
 -Do it even no one is watching.
 -Do it without follow up.
 -Do it without supervision.

4. Be responsible.
-Take the blame
-Avoid alibis
-Be aware of consequences

5. DO it completely.
- Finding 14 other squares
- Observe.
- -Learning by reading:
- from peers
- from experts
- from mentors

PIC – the 3 Basic elements of Good Management


PASSION - intense emotion
Dream coupled with Vision is Passion (D + V = P)
“Nothing in the world has been accomplished without passion” – George Hegel
**What comes from passion:
Determination. Discipline. Persistence. Learning experiences.

INTEGRITY – honesty; good will

COMPETENCE – it is something that we owned

“Full effort is full victory” – MAHATMA GANDHI

WE/ME ( Mulat Isip )
Think of others in the organization other than our own self.
ME must WE.

S T E P S :
1. Communicate
Must have:
FOUNDATION
FAITH
DELIVERY
2. Living it – Doing it

Customer for Life
(Keeping customers for life)

 1. Under promise over deliver
 2. Treat customers as if you treat a friend
 3. System not smiles
 4. The answer is always “yes”
 5. Find Long term value of customers to our company
 6. There are no holidays, Sundays and after office hours.


Filing of Leave

 Sick leave – eligibility is upon 1 year of employment with the company
 Vacation leave – may be availed 1 year upon employment equivalent to 7.5 days per year.
 Maternity leave – A female employee is entitled to ML of 60 CL in case of normal delivery, abortion or miscarriage or 78 CL in case of caesarian delivery.
 Paternity leave – a married male employee is entitled to 7 days with regular compensation provided that his spouse has delivered a child or suffered miscarriage.
 Bereavement leave – an employee is entitled in the event of death of any of the following only: parent, child, spouse.
3 days – if the wake is within the province; 4 days if the wake is outside the province.
 Birthday leave – employee is entitled upon regularization, filing must be done 1 month before the employee’s birthday.

Attendance / Absence

 Attendance of every employee is being check everyday. Daily time record is being monitored. Time should be 7:30 in the morning. Arrival beyond 8:00 o’clock is considered absent.

 Filing of leave of absence must be done prior with date and a written note will be submitted.

Payment of salaries

 Cut off will be 1 – 15 and 16 – 30. Payment preparation would be 5 days. And payroll is scheduled every 5th and 20th of the month for employees.

Communication
1. It is stimulus < > response
 It involves a sender and responder.
 It involves feedback
2. It means commonality (COMMUN)
 It connotes shared knowledge and vision.
 It is UNITY too.

3. It involves F A R
 Focus
 Attention – passionate desire to listen and understand message. Receiver looks, listen, take notes and clarifies.
 Reverence – showing respect.
Use of cell phones:

 a. Keep it charged always – especially company cell phones.
 b. Visit a signal full place once a day to communicate with HO / SBU.
 c. Delete unnecessary messages to allow new message to come in / be registered.
 d. Limit text/call to official business.
 e. Have someone in-charge of the cellphone.
 f. Respond to all OB (official business) text messages PROMPTLY! UNDERSTAND before replying.
 g. Identify yourself either as sender or receiver.
 h. Index the text message you are replying to for clarity.
 i. Be specific to what to do with message 5W1H when action is requested. A simple received by – is needed for fyi messages or quotes.

Use of INTERNET / E-mail

 a. Open e-mail once a day.
 b. Acknowledge e-mail once a day.
 c. Devote once a day to answer all e-mail.
 d. Assign anyone to be in-charge of e-mail
 e. Disseminate e-mail to everyone.
 f. MOTIVATE everyone to follow contacts of e-mail.

Reimbursements

 Use of fuel/logbook – every itinerary must be plan and properly recorded by the Transportation Specialist. Fuel consumption must monitor from time to time. TRT must be duly approved by the head. Company vehicles must be use for business purposes only and not for personal use.

 Use of Interment Fund – expenses must be use for interment purpose only.


 Use of revolving fund – shall be use exclusively for pouching of documents and customers alone.

 Monthly/Daily reports must be submitted on time and complete.

Memorandum circulars

MC -2010 -01 Customer Service Excellence
MC – 2010-02 Security Standards
MC – 2010 -03 Internal Control policies
MC – 2010 – 04 Records Management System
MC – 2010 – 05 Procedure for cash advance
MC -2010 -06 Purchasing Process Policies
MC – 2010 -07 Format for budgeting
MC -2010 -08 Inventory reports
MC -2010 -09 Treasury and Cash management guidelines
MC -2010 - 10 Financial controllership numbers generation / evaluation
MC- 2010 – 11 Last day of the month is a red alert day
MC – 2010 -12 New Idea / Innovation

Code of conduct and discipline

1st offense 2nd offense 3rd offense
CLASS A oral reprimand - written reprimand - 3 days suspension

CLASS B written reprimand - 4 days suspension - dismissal

CLASS C 6 days suspension - dismissal

CLASS D Dismissal


Job Description of ACMO/Work schedule
Priority activities of ACMO:
 1. Product
 Construction – saleable area
 Landscaping – planting of trees, shrub, cover, enough water supply
 Ground maintenance – nice and clean appearance of the park
 Security – trouble free, safe, theft free park
 2. Communication
 Tarpaulins, billboards, Brochures, leaflets, communication to staff, agents and customers
 3. Selling / prospecting

To sell, the priority of CMO is not selling but products – construction and landscaping.


Time Management
Time – is unique and valuable source

Importance of time management:
 Quality and customer service
 Being punctual and prompt is the first step in developing strength of personality
Steps to successful Time Management: 1. Clarify objectives by putting them in writing. 2. Focus on objectives not on activities. 3. Set at least one major objective each day and achieve it. 4. Plan your time. Make a to do list everyday. 5. Make sure your first hour of your workday is productive. 6. Set time limits for everyday task your undertake. 7. Take the time to do it right the first time.

Efficiency vs. Effectiveness
 Efficiency - doing things right.
 Output/input.
 Lessening TIMWOOD
 Doing things quickly at lesser cost.

 Effectiveness - doing things right.

Productivity/Lean System/ TIMWOOD

 Productivity = Output
Input
Ways to increase productivity:
 Quality
 Time management
 Cost reduction
 Work scheduling
 Supervision
 Command and control
 Inspection
T - ransport
I - nventory
M - otion
W -aste
O – ver production
O –ver processing
D - efects


Lean system – creating value for customers and eliminating waste.

QUALITY

 S – start and finish everything on time
 I – Meet international standards
 R – Avoid reworks and rejects
 V – Visible sign of quality
 I – reduce inventories
 C – let your customer meet your worker

 D – Delivery
 O - Output
 C – Cost
 S – Safety
 M- Morale
 N – Nice and clean appearance

PDCA
 Plan Do Check Act
 Involves projects or plan to be acquired in a detailed format:

1. What is the concept or idea (5W and 1H) 7. Efficiency (Cost & Benefit)
2. Situation Analysis 8. Enterprise Delivery system
3. Problems 9. Plan/Project implementation
4. Other alternatives available 10. Reports to be submitted
5. Objective of change 11. Degree of confidence
6. Resources needed 12. Barriers to success

SDCA
 Standard Do Check Act
 Involves process or policy to be change in a detailed format:

1. What is the policy (5W and 1H) 7. Current process
2. Situation Analysis 8. Resources required
3. Problems/Differences with the 9. Monitoring and evaluation
current process /policy
4. Negative outcomes/ results 10. Factors ensuring success
5. Alternative 11. Barriers to success
6. Objective of change 12. Degree of confidence


 Planning – Marketing plan/Business plan/Corporate plan/ Market research
(External analysis, PTM)


Learning before doing.
It involves critical learning.

Plan the year ahead.
Plan your work and work out your plan.


DOING/Learning to do
 Learning before doing (planning)

 Learning while doing (problem solving)

 Learning after doing (performance Evaluation)

PROBLEM SOLVING / TECHNIQUES

 Pareto Principle or the 80:20 principle
 Ishikawa diagram/Cause and effect (fishbone diagram)
 Kepner Tregoe (KT analysis) – a systematic approach to problem solving and decision making
 Benjamin Franklin analysis – use of positive (driving force) and negative (restraining force)
 Statistical quality control sheet

KISFREK (Words to live by on execution)

 Know your people and your business
 Insist on realism
 Set clear goals and priorities
 Follow through
 Reward the doers
 Expand people’s capabilities
 Know yourself

How to sell

 Prospecting
 Site Tripping
 Follow up thru visitation or by phone
 Closing the deal
 Signing of contracts
 Delivery of documents
 After-sales-service

Conducting sales Meeting

1. Planning
Factors to be considered:
 No. of attendees to be invited
 Agenda/activities of the meeting
 Sales objectives for the month/quarter
 Venue / Budget / Food
 Commitments of sales people
2. Invitation of attendees - must be done 5 days before the meeting
*invitation cards should be unique and presentable.
3. Preparing a program of activities, power point/movie maker presentation of agenda for meeting
4. Preparing and mastery of sales script for the meeting
5. Preparation of materials to be needed: tarpaulin, brochures, sales kit, sound system etc.
6. Gathering and welcoming of attendees
7. Sales meeting proper
8. Awarding of performers/Motivation
9. Sharing of sales experiences
10. Announcements/Final words

Checking

 Making reports – must be done on time and COMPLETE and DETAILED.

 Routine activities – execution of marketing & corporate plan, park building & maintenance, achieve sales targets, sales agents, management of sales force, Nu52, PDCA, SDCA.

 Core activities - preparation of marketing & corporate plan marketing events, new business projects, Performance evaluation, sales presentation.

 Ancillary Job – daily update, weekly work plan, monthly reports, HO communications, interment, office, follow up.


INNOVATION (NU 52)
 Launching and Improvement of New products
 Bereavement Providers partner
 Price protect advantages:
 Clients are worry free of the price increase for the period of one (1) year upon date of purchase of 5,000 worth of gift check.
 contestability period of pre need vs. at need shall be waived upon 10000 worth gift check purchase.

“We must to think of something new for the future because the present becomes the past. What is present becomes old and obsolete.”

Four Functions
 Marketing – sales efforts vs. expected results

 Finance – collection performance, default payments, cash flow maintenance, paying of obligations

 PD – training, recruitment, hiring, promotion

 Operations – landscaping and construction
Personal Mastery


 Learning to Be – it is a lifetime challenge to be the best person you can be. The more you discover yourself, the more you see a joyful plethora of possibilities.

 Learning to Lead- assuming a greater responsibility and accepting accountability for others; being a man for others.


Prepared by:
Brendalyn G. Garcia
OIC - HGPMP


Holy Gardens Memorial Park Group Customer Service, Excellence,Learning, Flexibility and Adaptability for all HELPING IN THE GRIEF OF MANY PEOPLE