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RATIONALE

 

OBJECTIVES

 

SCOPE

All retail establishment: 

 

 

PARAMETERS / CRITERIA

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

Factor 1: Compliance with FTLs

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

Factor 3: Store Management

a.    Minimum wage and benefits given to employees

Factor 4: Socially-committed and Responsible Business Sector 

 Factor 5: ISO 9001 Compliant

 

For Service and Repair Shops

Factor 1: Compliance with FTLs

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

Factor 3: Store Management

a.    Minimum wage and benefits given to employees

Factor 4: Socially-committed and Responsible Business Sector

Factor 5: ISO 9001 Compliant

 

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)