EXCLUSIBONG MAGANDANG ARAW !
         (Exclusively Beautiful Day !)

      “FILIPINO HOSPITALITY IN RETAILING”

         C...
PART 1 -CHARACTERISTICS OF SERVICE BUSINESSES
 IN THE PHILIPPINES




$ 45.1 B
 Philippine
  Retailing
  Industry
PART 1-CHARACTERISTICS OF SERVICE BUSINESSES
IN THE PHILIPPINES
PART1-CHARACTERISTICS OF SERVICE BUSINESSES
          IN THE PHILIPPINES
Metamorphosis of Philippine Retailing : Merging o...
PART1-CHARACTERISTICS OF SERVICE BUSINESSES
       IN THE PHILIPPINES
       REQUIRED SERVICE QUALITIES BASED ON BEST PRAC...
PART1-CHARACTERISTICS OF SERVICE BUSINESSES
 IN THE PHILIPPINES
  REQUIRED SERVICE QUALITIES BASED ON BEST PRACTICES


   ...
PART1-CHARACTERISTICS OF SERVICE BUSINESSES
      IN THE PHILIPPINES
      REQUIRED SERVICE QUALITIES BASED ON BEST PRACTI...
REQUIRED SERVICE QUALITIES
BASED ON BEST PRACTICES    The 5 Point “Seal of Exclusivity”
 Exclusive Seal # 1
REQUIRED SERVICE QUALITIES
BASED ON BEST PRACTICES    The 5 Point “Seal of Exclusivity”
 Exclusive Seal # 2
REQUIRED SERVICE QUALITIES
BASED ON BEST PRACTICES    The 5 Point “Seal of Exclusivity”
 Exclusive Seal # 3
REQUIRED SERVICE QUALITIES
BASED ON BEST PRACTICES    The 5 Point “Seal of Exclusivity”
 Exclusive Seal # 4
REQUIRED SERVICE QUALITIES
BASED ON BEST PRACTICES    The 5 Point “Seal of Exclusivity”
 Exclusive Seal # 5
REQUIRED SERVICE QUALITIES
BASED ON BEST PRACTICES    The 5 Point “Seal of Exclusivity”
 Exclusive Seal # 5 : Exclusive Pr...
REQUIRED SERVICE QUALITIES
BASED ON BEST PRACTICES    The 5 Point “Seal of Exclusivity”
PART2 : BEST PRACTICES :
     SERVICE QUALITY METRICS : METHODOLOGY
Service Quality Method of Successful Retailers in the ...
PART 2: BEST PRACTICES :
       SERVICE QUALITY METRICS : METHODOLOGY
Service Quality Method : Mystery Shopper Method

   ...
PART 2 : BEST PRACTICES :
     SERVICE QUALITY METRICS : METHODOLOGY
Service Quality Method : Norton & Kaplan’s Balanced S...
PART 3 : SUCCESSFUL CASE STUDIES,CHALLENGES , ISSUES
   & STEPS TAKEN


 Labor Contracting                           Highe...
PART 4 : PHILIPPINES: ASIA’S SERVICE GOLDMINE
Boracay,Palawan, Amanpulo: Resort Service Smiles as Many as the Islands




...
Philippines
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Philippines

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My Country Presentation in Asian Productivity Organization\'s CustomerCentric Enterprises Study Meeting in Singapore, November 2008

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Philippines

  1. 1. EXCLUSIBONG MAGANDANG ARAW ! (Exclusively Beautiful Day !) “FILIPINO HOSPITALITY IN RETAILING” COUNTRY PAPER : PHILIPPINES Study Meeting on Service Quality Measurement and Building Customer Centric Enterprises Presented By : Jade Manalaysay-Tulio Vice President for Marketing Corporate Marketing Officer HBC Home of Beauty Exclusives,Inc Chain of Retail Stores
  2. 2. PART 1 -CHARACTERISTICS OF SERVICE BUSINESSES IN THE PHILIPPINES $ 45.1 B Philippine Retailing Industry
  3. 3. PART 1-CHARACTERISTICS OF SERVICE BUSINESSES IN THE PHILIPPINES
  4. 4. PART1-CHARACTERISTICS OF SERVICE BUSINESSES IN THE PHILIPPINES Metamorphosis of Philippine Retailing : Merging of Service & Retail MAKE-OVER ZONE
  5. 5. PART1-CHARACTERISTICS OF SERVICE BUSINESSES IN THE PHILIPPINES REQUIRED SERVICE QUALITIES BASED ON BEST PRACTICES DEPENDABILITY WARM CUSTOMER PRODUCT COMMUNICATION QUALITY The Basics Become the Ordinary
  6. 6. PART1-CHARACTERISTICS OF SERVICE BUSINESSES IN THE PHILIPPINES REQUIRED SERVICE QUALITIES BASED ON BEST PRACTICES REAL VALUE FLEXIBILITY “SULIT” Factor Delighting the Customers : Giving the Unexpected
  7. 7. PART1-CHARACTERISTICS OF SERVICE BUSINESSES IN THE PHILIPPINES REQUIRED SERVICE QUALITIES BASED ON BEST PRACTICES Knowing & Calling the Anticipate customer by Name customer needs More than just a discount card SERBEX POLICY Personalized Customer Service : Knowing Your Customer
  8. 8. REQUIRED SERVICE QUALITIES BASED ON BEST PRACTICES The 5 Point “Seal of Exclusivity” Exclusive Seal # 1
  9. 9. REQUIRED SERVICE QUALITIES BASED ON BEST PRACTICES The 5 Point “Seal of Exclusivity” Exclusive Seal # 2
  10. 10. REQUIRED SERVICE QUALITIES BASED ON BEST PRACTICES The 5 Point “Seal of Exclusivity” Exclusive Seal # 3
  11. 11. REQUIRED SERVICE QUALITIES BASED ON BEST PRACTICES The 5 Point “Seal of Exclusivity” Exclusive Seal # 4
  12. 12. REQUIRED SERVICE QUALITIES BASED ON BEST PRACTICES The 5 Point “Seal of Exclusivity” Exclusive Seal # 5
  13. 13. REQUIRED SERVICE QUALITIES BASED ON BEST PRACTICES The 5 Point “Seal of Exclusivity” Exclusive Seal # 5 : Exclusive Promos - GIVE-AWAYS
  14. 14. REQUIRED SERVICE QUALITIES BASED ON BEST PRACTICES The 5 Point “Seal of Exclusivity”
  15. 15. PART2 : BEST PRACTICES : SERVICE QUALITY METRICS : METHODOLOGY Service Quality Method of Successful Retailers in the Philippines MYSTERY SHOPPER METHOD
  16. 16. PART 2: BEST PRACTICES : SERVICE QUALITY METRICS : METHODOLOGY Service Quality Method : Mystery Shopper Method Per Category Monthly Comparison: June - Sept. 2008 85% 75% 65% 55% Rating 45% 35% 25% 15% 5% -5% Overall TOTAL People Place Product Price Promo Shopping Standard % 100% 45% 15% 25% 5% 5% 5% June 76% 26.65% 14.06% 22.66% 4.50% 4.88% 3.27% July 79% 29.86% 13.96% 22.51% 4.41% 4.76% 3.41% August 78% 29.52% 13.60% 22.69% 4.51% 4.81% 3.31% Sept. 80% 30.82% 12.93% 22.68% 4.78% 4.97% 3.53% %Inc. / Dec. 2.00% 1.30% -0.67% -0.01% 0.27% 0.16% 0.22%
  17. 17. PART 2 : BEST PRACTICES : SERVICE QUALITY METRICS : METHODOLOGY Service Quality Method : Norton & Kaplan’s Balanced Scorecard Method Mystery Shopper Rating Customer Satisfaction Index Zero Customer Complaints Loyalty Cards Membership Growth 25%
  18. 18. PART 3 : SUCCESSFUL CASE STUDIES,CHALLENGES , ISSUES & STEPS TAKEN Labor Contracting Higher Manager Vs. Relationship Involvement : Building Shopfloor Service Consistency Absorb: Best Anytime,Anywhere : Performers as The “Suki” Culture Roving Trainors Clear career When the Service pathing & workforce progression becomes older
  19. 19. PART 4 : PHILIPPINES: ASIA’S SERVICE GOLDMINE Boracay,Palawan, Amanpulo: Resort Service Smiles as Many as the Islands Business Process Outsourcing : Shining Sun in Asia Philippine Retail Brands : Global Expansion

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