HGCMP Valentines Day February 14, 2020

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Our Customer

Herman 

New bike shop in town - Bikers World in Binangonan, a business to be envied; model for customer service

PAGSASANAY SA TAGUMPAY

Rizal Philippines
March 18, 2017

The memorial experts"

"TRIBUTES FOR LIFE"

BELIEFS:

1. Customer Service – to give the best service that there is; the customer is divine, the customer is the king. He pays our wages.

2. Excellence – to strive to be the best in everything we do; to hire and train the best; to practice the best processes.

3. Learning – we will keep abreast of the world’s best practices; we will learn one new thing a day.

4. Change – change is the only constant thing.  We will change always to be better and very competitive.

I came across a new business, a bike shop which should be the envy of many businesses.  It sells its products briskly;    they can sell about 10 bikes a day and hordes of bikers visit them especially on week ends.  And bloggers like me, publicize them for free for the following reasons:

Bikers World

1.  Great reliable products that are branded and reliable are sold for unbelievable, Quiapo prices.
     Xix alum bike 26 for P6,500,   Xix 29er for P13,000 (out of stock na)  fat bike for only P9,800.
     Xix roadie for only P9,500 and many more.  Oh yes CR 2032 lithium batteries for only P10.00!

2.  Great surprising delightful customer service

      Free coffee and even lunch for bikers on Saturday and Sunday.  Glenn the owner served me coffee; and even lunch  He said nagpapasigang siya ng mga 2 kgs of pork with plenty of vegies and one kg of rice  For the tired and hungry bikers coming from Morong and Bugarin.  They even sleep at his papag for naps

Glenn Diestro whose expertise is water refilling station and softdrinks distribution, said he is just into this business said that the real owners of this business are his customers the bikers.  They dictate the inventories to buy and the price (low) and he pampers them much.  He is very popular with Taguig and Binangonan bikers.  (I offered to feature him in this blog and FB) Very soon he said he will hire somebody who will do social media for him

Action Program:

1.  We are doing great with our Hataw program, we should have done this long time ago.   Fast turn around, low margin, Chinese style:   special price, low monthly payment, and minimal interest.

2. Great customer service:   Pakain:

     1. Pakain sa mga applicants

     2.  Pakain pakape pameryenda for our customers who visit the office for inquiry or monthly payment.  Bumili ng kape na kinakanaw para meryenda sa customer.  Use the Petty Cash for pakain for the customer

    3.  Paluto, panigang, boodle fight style for our customers, workers, agents once a week say worth P1,000

        Buhayain natin muli ang customer service excellence.

CMS (Chapel Memorial Service) PROCESS FLOW

Draft of Process Flow for  Chapel Memorial Service

This will serve as when printed in a grid, funeral service checklist (like interment service checklist

"Be process oriented"

"Surprise and delight"  (MESEL)

Objectives:

1.  To delight and surprise the family of the deceased

2.  To make our service competitive to be above others

3.  To increase our patronage and sales

Based on reserarch at competitior chapel

The processes are classified into 6:

1.  Receiving Call

2.   Pull out

3.  Contracting

4.  Embalming

5.  Viewing

6.  Interment

7.  Post interment

                             Steps                Material                           Who                Timeline                                  Standards

1.  Receiving Call.    The company solicits and recruits contact persons who will inform the office of the dead.  They include barangay officials, policemen, local registrars, NBI, medico legal etc.  Only accredited callers get com;  the others get referral fee

                                1.  Answer phone        logbook                       CSS                   3 to 5 minutes                   1.  Answer phone on the third ring (promptly)

                                2.  Gather all data                                                                                                               2.  Deceased name, contact person, location

                                                                                                                                                                           3.  Purchase data if pre need

                                                                                                                                                                          

                                3,  Payment of com                                                                                                            10% for the accredited agent, 5% for accredited

                                                                                                                                                                            caller, to be paid after interment

2.  Pick up              1.  CSS issues trip ticket                              CSS                                                               1.  Driver and attendant must  be in uniform and w

                                    to driver and attendant; approved                                                                                      wear shoes, with ID;

                                    by CMO noting information taken from caller                                                                2.  No, bo, shaved and professionally looking

                                                                                                                                                                          3.  Trip ticket must contain    time out, km reading,

                                                                                                                                                                               ending

    1.  House           1.  The staff knocks at the house and            t  L300 and stretcher                                   1.  No honking of horns

                                    courteously at all times                                                                                                 2,  Greet everyone with sir and madam, condole

                                                                                                                                                                         3.  Wipe shoes when entering the house

                                                                 body bag  gloves                                                                             4.  Wear gloves when handling the body

                                                                                                                                                                         5. Use body bags to cover the body instead of                                                                                                                                                                                   blanket

   2.  Hospital        1     Proceed to the morgue; search for the caller                                                            1.  Wear gloves, masks and googles

                                                                                                                                                                        2.  Greet and thank every one, smile

   3 Crime scene/  1.    Proceed to the scene body scoop                                                                           1.  Wear gloves, masks and protective clothing

      Accident scene                                                                                                                                     

                                                               vest, EWD                                                                                     2.  Park at safe spot, turn on flasher

                                                                                                                                                                     3.  Install EWD so that incoming vehicles may see                                                                                                                                                                               you

                                                                                                                                                               4.  Wear helmet, and vests with fluorescent marking

       

Strategy Map

You must be able to draw a strategy map whenever:

1. You have a PDCA;

2.  A GROW memo or a strategic plan:

It looks like this:

Communicate better the strategy with Strategy Maps

Slideshare on strategy maps

Jorge  

Fwd: Revised CMO & GT national Conference

Noted:  FYI

CMOs must meet their staff and seek consensus and commitment and brainstorm on action plans.  You need to research too and gather your thoughts on:

1.  The market

2. The customer

3.  Competition

Past actions - what you did well did not do well

You must have working knowledge of Excel if you must finish the financials.

  This office requires commitment. It shall not happen that after a conference like this, the CSS and CMO will write what they want to do not what they have written down at the corporate plan.

Our marketing coordinator said that if we are to achieve these we need TO BE MAHIGPIT.  Your are right we need:

Discipline

Determination

Dedication

Doing it ness.

You must finish the template if you are to go home...ON THE SECOND DAY

MAGHANDA

Jorge  S

The Holy Gardens Group - "THE MEMORIAL EXPERTS"

Please reply.    CCD 2.27

CONFIDENTIALITY NOTICE/disclaimer:   The information contained herein is strictly confidential in nature and is the property of Holy Gardens Group and intended only for the intended recipient and its  reuse,reprinting or taking action other than the intended party is strictly prohibited. Holy Gardens assume no responsibility liability arising from such unauthorized use.

RRURAC:    Read, Respond, Understand, Reflect, Apply and Check

BIDDA:    BELIEVE INSPIRE DREAM DO ACHIEVE

Google.com+/HolyGardensGroup

---------- Forwarded message ----------
From: Majorem Investor <majorem.lending@gmail.com>
Date: Wed, Dec 10, 2014 at 11:44 PM
Subject: Revised CMO & GT national Conference
To: Holy GardensGroup <holygardens.group@gmail.com>

Sir,

Sending you the revised PDCA for the National conference.

thanks,

IH

Date                      :              December 11, 2014

TO                          :              All Chief Marketing Officer

CC                         :              Jorge U. Saguinsin

From                      :              Maria Isah Herrera / Acting HR

Subject                  :              We are holding a National Conference of CMO for Coprorate

                                             Planning on Dec. 12-13, 2014

---

1.   What is the concept/Idea/Plan? (5W1H)

1.1.   What       :              National Conference for CMO & GT meeting

               Who        :              MD – Jorge U. Saguinsuin
                                             CMO – LUMP = Rocel Claribel Cariño
                                             CMO – PMP = Brendalyn Garcia
                                             CMO - CMP = Mildred Macaraig
                                             CMO - Cynthia Cartago
                                             CMO -  Aprilyn Caragayan 
                                             MLII –  Loan Assistant - Maria Isah Herrera - 1^st day

                              BPI – AP Maricel Jarmin - 2^nd day

1.2.  Venue     :              Holy Gardens Bereavement Office

                              Holy Gardens Memorial Park for the team building

1.3. When       :              December  12-13, 2014

1.4. Where      :              Holy Gardens Greenhills Memorial Park

                                      Brgy. Barandal, Calamba City, Laguna

1.5. Why         :              Our goal will be able to write a 2015 plan which includes the objectives, the strategies,                                                      the activity or the Financials.

                                                    

Day 1

December 12, 2014

1- Where are we Now 1.1. Where are we going 1.2. How do we go there 1.4. Review & Systems of the New PPA 1.5. Innovation of Interments (what was list down by the CSS during the conference)	Sir  JUS	8:00 – 10:00 AM
2. - Strategy 2.2. Mission & Vision Statement 3. Our Targets for 2015 (New) 3.1. Memorial Park 3.2. Memorial Plan 3.3. Chapel Services	Sir JUS	10:00 -12:00 AM
4- Division of goal setting 4.1. Division of targets per SBU 4.2. Strategies for Memorial Park	All CMO	1:00 -3:30 pm 3:30  4:30 4:30- 5:30

Day 2  December 13, 2014

Team Bulding 1. Treasure Hunting 2. Goal setting See page for the mechanics		6:00.- 8:00 am
5. Strategies 5.1. Strategies for Memorial Park 5.2. Strategies for Memorial Plan 5.3. Strategies for Chapel Memorial Services.	Mam CC	Day 2 8:00 – 10:00 am 10:00 – 12:00
6. Templates 6.1. External Analysis 6.2. Inputs  ( Cap Ex) 6.3. Program of Activities 6.4. Financial Statements What are you going to do for the weekly and monthly strategy.		1:00 – 5:00Pm

2. AGENDA for GT Meeting

Day 1
December 12, 2014

Topic	Discussant	Time
1. Prayer		7:30 – 8:00am
2. Vision, Mission,  Beliefs and Principles of HGMP	Sir JUS	8:00  - 9:00 am
3. Main Value Proposition of HGMP product 4. Strategy for 2014	Sir JUS	9:00 – 9:30am
4. Use of Tribike (Carrying all the equipment first thing in the morning) ** What will you bring) 5. Controversial Issues 5.1. Sleeping during working hours 5.2. Smoking and texting during office hours 5.3. Disposal of jack and other materials 5.4. Theft and other misconduct. Materials: Company Handbook	Sir JUS	9:30 – 10:30am
7. Lawn Maintenance Horticulture Pinciple	Jojo Domondon	10:30 – 11:12 noon
LUNCH
8.  5's	Samson Granada	1:00 – 2:00pm
9. Vertical Garden Making Materials Needed 1. Wire Mesh 2. PVC pipe 3. Bamboo 4. Hammer 5. Nails 6. Saw 7. Paint  (choose your color) 8. Drill	ALL GT	2:00 – 5:30 pm

Day 2

December 13, 2014

Topic	Discussant	Time
10. Team Building (Treasure Hunting)		6:00 – 8:00 am
11. Waterfalls Making Materials Needed 1. Pump 2. Cement for out door 13. Disassemble of Brush cutter Materials needed Prepare a tool box (host)	ALL GT	8:00 – 12:00 noon
12.  Compost Pit Fertilization Herbal Plant Propagation Materials needed GT will bring 1. Different plants planted in a plastic 2. Different Herbal plants planted in a plastic	Efren Marzo	1:00 – 3:00pm
13. Land Scaping Principles	Albert Martinez	3:00 – 4:00pm
14. Interment Equipment	Albert Martinez	4:00-5:00pm

Expected Output:

1. All participants are expected to finish their template for the day.
2.  GT will present their waterfalls made during the practicum.
3. They will fill up the admin plan.



Methodology:

1.  It is important that the SBU will meet their target sales in 2015.

2. They will be penalized if they did not meet their monthly target on the next year.

3. CMO will work hard to meet the target and they will motive their sales agent fully in order to obtain their goals for the 2015.

4. It is expected to them that they will lead their subordinates on how to process New PPA for the betterment of the records and for customer service.

GT
1. CMO will monitor and guide their GT for the beautification of the park to entice customers.
2. GT is expected to be more productive and learn the importance of their duty.





Accomodation:

Location

Resort Accomodation	11 persons w/ breakfast	P6,000.00
Miscellaneous	Purchasing of materials/Awards	P5,000.00

Food
Day 1
Snacks am =         P1,000.00
Lunch =                  P2,000.00
Snacks =                P1,000.00
Dinner =                 P1,000.00

Day 2
Breakfast =             P1,000.00
Snacks =                P1,000.00
Lunch =                  P2,000.00
Snack =                 P1,000.00
                                             =   P10,000.00



Summary of Expenses:

Particulars	Amount	Remarks  Approve/Revise
Travel Expense (SBU)	P20,000.00
Resort Accomodation	P  6,000.00
Foods	P10,000.00
Miscellaneous	P  5,000.00
Total Expense for 2 days	P41,000.00

Facilitator:                     MD Sir Jorge U. Saguinsin

                                      CMO – Cynthia Cartago for the venue

                                      Ms. July Anne & Erica for food preparation

                                      Isah Herrera – Acting HR

WTDN***Request for Cash Advance****

Prepared by:             

Maria Isah Herrera

Acting HR

Recommending approval,

Jorge U. Saguinsin

Managing Director

TEAM BUILDING MECHANICS.

1. TREASUR HUNTING

Materials Needed:

·        Signage

·        Envelope

·        1,000.00 bill

        Ihahanda ng Host ng conference ang memorial park para lagyan ng mga signage para sa treasure hunting.

·        Maghahati s dalawarupo ang mga participants pra sap ag hahanap n treasure.

·        Hahanapin ang treasure na (white envelope na may lamang 1,000.00 at un ang magiging price nila.

2. FOLLOWING INSTRUCTIONS

        Materials Needded

·        10 Big handkerchiefs

Mechanics:

1. Hahatiin sa dalawa ang mga participants para sa following instructions.

2. Pipiringanang magiging taya at susundin lahat n sasabihin ng kanilang leader.

3. Unang makatapos ng tamang ginawa ay tatanghaling winner.

--

"CONFIDENTIALITY NOTICE/disclaimer:   The information contained herein is strictly confidential in nature and is the property of Holy Gardens Group and intended only for the intended recipient and its  retransmittal , reuse,reprinting or taking action other than the intended party is strictly prohibited. Holy Gardens assume no responsibility liability arising from such unauthorized use.

Daily Abstract to support PPA system

Memorandum:

TO      :   CC MJ

Date:   December 8, 2014

Happy Immaculate Concepcion.

Hand in hand (companion) with the new PPA is a an improved  Daily Abstract portal which is used to encode the daily transaction.  This too hall be  the platform too once we have the memorial plan:

1.The daily abstract shall contain the following:

1.   #OR number

2.   Customers name and data (or account #)

3   Amount

4   Credits:

      Plot principal

      Interest

      Funds:

      PC

      VAT

      

      IF

4.  PPA  #

5.  Lot Number; block number

It must generate reports that are basis for updating:

1.  Cash Receipt book

2   Joint Venture sharing

3.  Master List

4.  Lot inventory

5.  Funds summary for collection by Majorem

6.  Collection for the day?period

7.  Sales for the day/period

We will need a another module to encode the details for the customer

Name   address, contact number, email, 

Birthday, 

Anniversay

Age

Insureable/not insureable

Amount 

DP

 balance

Payment modality and MA

PPA contract number

Date of contract

Payment  due

Maturity of contract

Such shall be used for generating ID for the customer, possibly with picture.

Such a system must update the 3ffb via dropbox. or any other free software.

Cynthia, MJ, can this be done in house?

Jorge  S