RATIONALE

  • The DTI Bagwis Program (formerly known as the DTI – Certified Business Establishment Program) was launched on 26 July 2006.
  • The program aims to give due recognition to establishments that uphold the rights of consumers and practice responsible business where consumers get value for money.

 

OBJECTIVES

  • Business establishments – to create an environment where entrepreneurship uphold fair and honest business practices through voluntary self-regulation.
  • Consumers – to ensure that quality and safe goods, products, services at affordable prices are available at DTI-certified establishments.

 

SCOPE

All retail establishment: 

  • Supermarkets
  • Department / Specialty Stores
  • Hardware Stores
  • Appliance Centers, and
  • DTI Accredited Service and Repair Shops

 

  • Bronze – compliance with Fair Trade laws + Consumer Welfare Desk (CWD) or recognized Customer Service Counter
  • Silver – Achievement of Bronze requirements + Social Responsibility
  • Gold – Achievement of Silver requirements + some elements aligned to ISO 9001

 

PARAMETERS / CRITERIA

For Supermarkets, Department or Specialty Stores, Apliance Centers and Hardware Stores

Factor 1: Compliance with FTLs

  •          Business establishments must conform to-, and the products displays and sold must have/bear the following:

a.    Compliance with the Price Tag Law

b.    Philippine Standard (PS) or International Commodity Clearance (ICC) marks for mandatory products

c.    Warranties (as applicable)

d.    Products sold that are under the mandatory certification of the BPS must be genuine/original

e.    Reasonable prices

f.     Comply with the provisions of the “No Return, No Exchange Policy”

g.    Do not practice deceptive, misleading and unconscionable, fraudulent, misleading sales act and practice

Factor 2: Customer Relations

  • Availability of a presentable CWD office with a well-trained CWD Officer or equivalent customer relations office in the mall
  • Resolution of consumer complaints

Factor 3: Store Management

  • Good employer-employee relationship

a.    Minimum wage and benefits given to employees

  • Clean and orderly workplace/shop
  • Presence of accurate store and product signage

Factor 4: Socially-committed and Responsible Business Sector 

  • No pending case for violation of any trade laws from DTI and other regulatory government office i.e. DTI, DA, BIR, DOH, DA, etc.
  • Issue receipts/invoice to all merchandise sold
  • Have a sound purchasing policy that defines the store responsibility to their suppliers
  • Have a good working relationship with the government by participating with the national/local government program i.e. price stabilization, livelihood programs, etc.

 Factor 5: ISO 9001 Compliant

  • Quality management system requirements as provided in the guidelines of ISO 9001

 

For Service and Repair Shops

Factor 1: Compliance with FTLs

  • Service and repair shops must conform to the following:

a.    Presence of a list of services offered with its corresponding price list

b.    Presence of a simplified guide and procedures in availing repair services

c.    Guarantees workmanship and replacement of spare parts as mandated in RA 7394

d.    Insurance coverage for the properties entrusted for repair

e.    Availability of tools and equipment necessary for repair

Factor 2: Customer Relations

  •  Availability of a presentable CWD Office with a well-trained CWD officer or equivalent customer relations office in the mall
  • Resolution of consumer complaints
  • Availability of competent and knowledgeable technical staff

Factor 3: Store Management

  • Good employer-employee relationship

a.    Minimum wage and benefits given to employees

  • Clean and orderly workplace/shop
  • Presence of accurate store and product signage

Factor 4: Socially-committed and Responsible Business Sector

  • No pending case for violation of any trade laws from DTI and other regulatory government office i.e. DTI, DA, BIR, DOH, DA, etc.\
  •  Issue receipts/invoice to all merchandise sold
  • Have a sound purchasing policy that defines the store responsibility to their suppliers
  • Have a good working relationship with the government by participating with the national/local government program i.e. price stabilization, livelihood programs, etc.

Factor 5: ISO 9001 Compliant

  • Quality management system requirements as provided in the guidelines of ISO 9001

 

SOME ELEMENTS ALIGNED TO ISO 9001

1.    Quality Management System

·         Vision-Mission Statement

·         Documented procedures on:

a.    Control of Documents/Records

b.    Control of Non-Conforming product

·         Records required by ISO 9001

a.    Management Review (notice of meetings, minutes, etc.)

b.    Product Requirements (e.g. product specifications)

c.    Customer communication (e.g. suggestion box, CWD, etc.)

·         Customer Feedback

·         Customer Satisfaction (e.g. complaints, feedback & replies)

·         Control of non-conforming product (e.g. records of action undertaken)

2.    Management Responsibility (Management commitment: Development and implementation of quality management system and continually improving its effectiveness)

·         Meeting customer satisfaction

·         Establishing quality policy

·         Ensure quality objectives are established

·         Conduct of management committee meetings

·         Guarantee availability of resources

3.    Customer Focus (Guarantee customer satisfaction)

·         Determine regulatory requirements related to product/service (e.g. price tag, labeling, etc.)

·         Monitoring information relating to customer satisfaction (e.g. customer feedback handling consumer complaints)

4.    Management Review

·         Management review on the organization’s Quality Management System for improvement

·         Maintenance of management review records

5.    Resource Management

·         Provision of resources to enhance customer

6.    Product Realization (Customer related processes)

·         Product/Service Information

·         Inquiries, Contract or Order Handling

·         Customer Feedback including Customer Complaints

7.    Measurement, Analysis and Improvement 

·     Control of non-conforming products to ensure that products that do not conform to product specification requirements are identified and controlled to prevent its delivery (Quality Control Management)