Pursuing Perfection Beyond the Acceptable Quality Level (AQL)

An ad promotes an Internet Service Provider’s (ISP) subscription plans.  On the bottom in small fine print is written “30% minimum speed at 80& reliability.” The Philippines’ National Telecommunications Commission (NTC) in a memorandum in 2011 mandated that ISPs should provide at least 80% service reliability to customers:  An ISP therefore should be able toContinue reading “Pursuing Perfection Beyond the Acceptable Quality Level (AQL)”

How Important Productivity is to the Value Chain

The fast-food restaurant drive-thru I go to every Sunday morning hasn’t been serving the liquid creamers that accompany the coffee I order with my meals.      At first, they said the creamers were out of stock.  A week later, they said they can only serve one (1) creamer instead of the two (2) that should comeContinue reading “How Important Productivity is to the Value Chain”

The Four (4) Priorities of Business

San Miguel Corporation (SMC) is the largest business enterprise in the Philippines and is among the top 2,000 global firms listed by Forbes magazine.  SMC’s gross revenue was PhP 384 billion ($USD 7.6 billion approximately) in 2018 earned from its diversified portfolio that includes food & beverage products, real estate properties, and infrastructure & energyContinue reading “The Four (4) Priorities of Business”

Improving the Customer Experience and Gaining Higher Productivity

An automotive service centre in Manila, Philippines advertises that it opens at 8:00am. The doors actually open, however, around 8:15am.  Employees time in before and after 8am but pass through the washroom before heading to their desks.  A waiting client who would have arrived at 8:00am would probably be served earliest at 8:30am.  The automotiveContinue reading “Improving the Customer Experience and Gaining Higher Productivity”

Competitive & Non-Competitive Priorities and How to Deal with Them

In several firms I’ve worked with, I couldn’t help but notice that supply chain managers would sometimes be engrossed with priorities regarding compliance to government-mandated occupational safety & health standards.  They would have long meetings and spend much time on the nitty-gritties of reports to be filed and procedures to follow. But in the followingContinue reading “Competitive & Non-Competitive Priorities and How to Deal with Them”