Observations and needed resolutions regarding the documents/record keeping at Holy Gardens

To      :   Sales Admin group

Attention:    Records Assistant

cc:   SBU, Accounting

Objectives:

1.  To have updated master list of customers for Rewards and other programs;

2.  To have updated inventory to assist the Acctg know our current assets that remain for sale

3.  To have reliable and trustworthy archiving of documents for the following purposes:

     1.  retrieving lost documents

     2.  settling disputes among buyers on double sales

     3.   to have reliable basis for determining ownership and possession of plots as in Civil Registrar or Register of Deeds

4  To  implement our belief in Customer Service, ie that customers have to get hold of what they pay for, ie the completed and signed PPA as soon as possible, ie 7 calendar days

We have the records assistant to speed up and centralize the archiving operations  For almost 15 years, no such position exist and sbu processed their documents, for us to sign.  Precisely the decentralization should be a better way to go.  Many memorial plan companies collapsed due to high central overhead, lousy documents processing by head office,  and high overhead.   We tried to address the same through decentralization  file sharing, and semi computerized system (portal)

We envisioned a CRM system, hence there were CRM forms which we can use for:

     1.  birthday greetings of customers

     2.   birthday greeting of the dead

     3.   in AATR, repeat sales, 

     HENCE WE HAD THE RECORDS ASSISTANT:

     1. Include a thank you letter in sending the documents;

     2.  Have a discount coupon

     3.   Include the following:

           1.  health tips

           2.   Estate planning

Some findings:

1.  There is no customer master list.

    In the story we disseminated about Lake Full of Gold, we have emphasized that the beginning point of a good sales program is the lake ie, where we find the customers.   The customer master list is that lake which we can mine/cast a net to harvest, sell again for repeat sales (AATR)

2.  There is no master list for lots 

    Even as we speak, there are no efforts to post

3.  Defects in documents processing despite many emails and power point presentation, explanation

    1.  The documents  languished for 90 days in the possession of  predecessors

    2.  The documents stayed on unchecked with the current RA for 30 days

    3.  Some blatant defects:

          1.  Most of the  duplicate our BPI copies do not have any visible markings (the writer did not use ball pen and wrote hard enough)

          2.  The erasures:   on the names and address 

               with paints

              with write overs 

         3. Confusing letters and numbers especially on lot and block number

          The Records assistant will have to rely on blue  copy to encode and refer to one the White Original copy is sent back to the customer.  Can she rely on the unreadable BPI copy

       4.  The docs are supposed to be reviewed by the ICR/accounting staff:

           There are issues on:

           1.  Term of the contract:    the contract says 60 months to pay, yet the computation is for 66 months.

           2.  Some contract says eg. P36,600.  Better still 36,000 + 600 processing fee.

           3.  The price list and computation says for instance P866.66 as MA, but the contract lists P870.00 consistently.  Does the sbu have their own price list that rounds off the number

          THERE IS A CERTAIN LAW THAT SAYS WE HAVE TO BE ACCURATE WITH OUR SALES FIGURES AND GIVING OF ACCURATE CHANGES

        As in TIMWOOD, these are occasions of overprocessing or neglect:

         1.  There are no ledgers, the ICR has not kept with the pace of creating ledgers as sales reports  come in.

        2.  There are only certain things that accounting have to watch for:

              The TA for the OR and the PPA number as to whether the issued PPA matches her list

              The ICR for conformance to the price list, and whether there are all ready ledgers

        3.  If the correct procedure and decentralized procedure was made ie that the sbu makes a disciplined posting at the sbu:  (they would have a:   1.  master list of customers    2.   ledger     3.   CRB    4.   abstract   5.  JV report     6.   RGP

            1. The customer list (taken from the portal) is the basis for the transmittal by the SBU, probably batched/grouped daily or weekly as the case maybe.

            2. The RA would use that customer list to check the documents

            3.  The SBU shares its file with 3f and there would be ledgers, abstracts and other reports

            4.  There is no need for reposting, or creating new files, the SBUs merely shares files with the 3ffb

        

     WHAT TO DO NEXT:

     1.  GET OUR CMOS, CSS AND SFC REVIEW THE DOCUMENTS PROCESSING TOGETHER

    2.  OBSERVE THE PROCESS FLOW

    3.  OBSERVE STRICTLY THE ADMIN PLAN (the job description).  Let us focus on core issues of the job, not on other errands.   The main job ie of records assistant, to goal of which is to have updated records, was not achieved.

   4.  TIGHT TRAINING AND MONITORING UNTIL WE GET THIS RIGHT

   5.   Please email  all lists, abstracts to holygardens.portal@gmai.com as you update or backtrack, clean your list and postings

    

             

--

Jorge U. Saguinsin
To "be the best, do your best, expect the best" always

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