I.

INTRODUCTION

companies in the business industry, to gain customer loyalty and by that, their business will gain more profit and become on the top of its

Under the American owners of PLDT, many small phone companies in the provinces were acquired by the Company to help speed up the rollout and connection of these different phone systems all over the country. The

Quality is the most important measure of success for any organization. All successful organizations produce a quality product or service, but how it is measured and what is the process to come up with quality products and services? Quality is important to all organizations because it represents the vision of the

competitors. Even those quality definitions which are not expressly relational have an implicit relational character. Why do we try to do the right thing right, on time, every time? To build and sustain relationships. Why do we seek zero defects and conformance to requirements? To build and sustain relationships. Why do we seek to structure features or characteristics of a product or service that bear on their ability to satisfy stated and implied needs? To build and sustain relationships. The focus of continuous

management of PLDT was then set to lay the groundwork towards linking Filipinos to each other and, more importantly, to the world.

organization. If an organization is not willing to be dedicated producing quality product in a timely manner then they will not be a successful organization because the customer will find an organization that will. The quality of the product that is being made is very important to a company. The higher the quality of a product, the more the company can charge for that product. If the company makes a low quality product that is not very good people will not buy it, also if people can find a similar product at a lower price and higher quality they will buy that. Every success of the company has something to do with the good management of quality and employing total quality management. It is the process that actively involves every function and every employee in satisfying customers needs, both internal and external. Effective management of quality will come up with good quality products. The key is to determine the gap between what the customer needs and what the system delivers. Once the gap is recognized, it would be systematically reduced and results in never-ending improvement in customer satisfaction at every level. Quality has many meaning- different meaning depending upon the circumstances. It may be focus on tangible products or may focus on quality service. In all companies, institutions and businesses, quality is the key to success and be the best among their competitors. It plays the most important role in the business and has been the part of the structure that builds the reputation of some famous business pioneers. The meaning of quality is said to be defined by the customers because the customer perceives the quality of a product or service. They are the one who will use the product or who will benefit the service so they have the right to choose what product and service is the best that satisfied their needs and expectations. Also, quality defines as fitness for use which means that the product and services should posses their characteristics that will fit for its purpose. The quality of the product and service should meet the customers expectation to make the customer satisfied and will not purchase or use any product than that. That is one of the target of the

Manila-Baguio link

Just a year after PLDT was given its nationwide franchise, the link between Manila and Baguio was established, making the first national long distance calls possible. Overseas radio-telephone service was also established between the Philippines and the US and other parts of the world in 1933.

improvement

is,

likewise,

the building and

sustaining of relationships. It would be difficult to find a realistic definition of quality that did not have, implicit within the definition, a fundamental express or implied focus of building and

sustaining relationships.

The first network of PLDT employed the open-wire system that was difficult to maintain and vulnerable to rain, winds, dirt, and tampering. Horse-drawn service vehicles bulky wall-mounted

II.

COMPANY PROFILE a. HISTORY

telephones were employed in those times. PLDT then charged a sum of P7.50 a month.

The beginning The war years in the 1940's that followed proved to be devastating to PLDT as the When PLDT was incorporated and given the franchise to establish and operate telephone services in the country on November 28, 1928, a typhoon had just ravaged Eastern Visayas, Bicol Peninsula, and Samar. The ability to communicate amongst loved ones and across the country became crucial. Sadly, phone Filipinos take control US armed forces destroyed the PLDT system to prevent the Japanese from using it in 1941. By the time the Americans regained control, only 10 percent of the original facilities were operational.

networks then were like disconnected intercom systems and you could only call people within your own small city. Filipinos were disconnected from neighboring towns, disconnected from

By 1968, a new era of PLDT leadership was ushered in, PLDT finally became a Filipino-controlled corporation when Ramon Cojuangco and his group of Filipino industrialists and businessmen bought the controlling stake of GTE of New York.

friends in the other island and, needless to say, disconnected from the rest of the world. It was under this scenario that the law was signed giving birth to PLDT.

What the new law hoped to achieve was to interconnect these "intercom" systems into a seamless nationwide network that would facilitate communication and delivery of services to the people, as well as spur economic development in the countryside.

It was a symbol of national pride and a moment of triumph for Filipinos. Under Cojuangco's leadership, PLDT embarked on ambitious expansion campaigns that led to more Filipinos owning and benefiting from phones.

Several milestones were realized in The first president of PLDT was Theodore Vail Halsey while Major J.E. Hamilton Stevenot, who represented the American firm General Telephone and Electronics Corp. (GTE), was elected executive vice president and general manager. Cojuangco's time. In the same year when his group came in, the first major television broadcast via the facilities of Intelsat II-F4 and PLDT was brought to the Philippines direct from the US during the funeral of Senator Robert F. Kennedy. Another milestone in satellite communications was achieved, with PLDT playing a major role, in the subsequent remote TV coverage of the Apollo 8 flight.

leased Early landline innovations

line

service

capable

of

handling

Corp (NTTCom), a wholly-owned subsidiary of Nippon Telegraph and Telephone Corp. of Japan, the world's leading telecommunications company in terms of revenues. Smart Communications,

simultaneous voice and data transmissions using fiber optic cables.

By 1982, direct distance dialing or DDD was becoming a byword for Filipinos. Subscribers then could call long distance to nine major cities across the nation and 22 countries around the world and reach through direct dialing more than 400 million telephones overseas. This service eventually evolved into National Direct Dialing (NDD) and International Direct Dialing (IDD) by 1985. Intelligent pay phones, which can accept coins of several denominations, were introduced. The Fonkard also came into vogue. Fonkard allowed the caller to make direct-dial national and international long distance calls through the use of prepaid magnetic telephone cards instead of coins.

Inc. (Smart), the country's largest mobile phone operator, was also acquired by PLDT.

The acquisition of Smart proved to be a wise decision, especially now that Smart is contributing greatly to PLDT's bottom line, thus buffering the telecoms giant from the debilitating effects of declining revenues from the fixed line business.

PLDT's ascent to greater heights of success was punctuated briefly by the death of Cojuangco in 1984. Cojuangco, who was largely responsible for the transformation of the

Innovations beyond voice

A significant milestone that changed the face of communication was the successful launching of Agila II, the country's first

Investing in ICT

Company from a medium-sized firm into a multibillion-peso giant, was highly regarded by PLDT employees and considered very compassionate.

One of the key steps undertaken in 2000 was the formation of ePLDT, the PLDT Group's principal vehicle for investments in information and communication technology.

communications satellite, in 1997 by PLDT subsidiary Mabuhay Philippines Satellite Corp. The satellite serves the needs of customers not

It was then that Oscar T. Africa was elected as the new president while Cojuangco's son, Antonio, was elected Senior Executive Vice President. Africa, however, retired after only two years as president. Antonio Cojuangco

only in the Philippines but also other countries within the satellite's footprint in the Asia Pacific region. Through its data services under the Vitro brand, its call centers under ePLDT Ventus Inc., With the increasing importance of the Internet, PLDT signed a network deal with US-based software giant Oracle Corp. to jointly advance computing the development in of the a network Internet services through Infocom

Technologies Inc.,data security services through mySecureSign Inc., and Internet cafe business through Netopia Technologies Inc.,the PLDT Group is now slowly reaping the fruits of its investments.

succeeded him in 1986, ushering in a 12-year period of further expansion and robust business for PLDT.

infrastructure

Philippines

dubbed Phil-Net. A milestone for PLDT and the Wireless enters the scene, more innovations happen development of the Internet in the Philippines would be the establishment of the country's first Internet Another significant PLDT milestone was the establishment of the country's first cellular telephone network in 1987. Cellular phones then were bulky and installed only in cars. The late '90's was a time of formidable challenges for PLDT, especially after With this new service, people were able to communicate while on the go. Coverage, just like with the mobile radio-telephone service introduced in 1959, was wider, though still limited compared today. Subscribers then could make calls within Metro Manila and any place from Cavite to Baguio. before A slew of new services were also introduced partnership beginning with 1992. Through a and the DSL, or digital subscriber line, was So on Nov. 24,1998, just four days company's anniversary, PLDT also introduced in the same year. It is a broadband access technology that allows for high-speed access to the Internet via the usual copper wire lines. the 1997 Asian financial crisis. Inauspicious as it may seem at the time, however, Manuel V. Pangilinan of Hong Kong-based First Pacific Co. Ltd. saw a great opportunity in taking control of PLDT. Innovating Management: First Pacific entry Brains--an acronym for Broad and Robust ATM (asynchronous transfer mode) and Internet Networking Solutions--was launched in 2000 and made PLDT the only hub called the Philippine Internet Innovating the landline

Exchange or PhIX.

telecommunications company with the fastest, most reliable and cost-efficient voice, data and video transmission services running through a single multi service network.

announced the entry of First Pacific which acquired a 17.5-percent stake in PLDT for approximately P29.7 billion or some $749 million at that time. The entry of First Pacific brought in a new culture in PLDT and new enterprise. Manuel V. Pangilinan replaced Antonio O. Cojuangco as president and chief executive officer. Cojuangco then assumed the position of chairman of the board.

American

Telephone

Telegraph Co. (AT&T). PLDT introduced the USA Direct Roving Van Service, a mobile van equipped with cellular phones, to provide toll service to some previously unserved rural communities.

Other

innovative

services

were

introduced: Text 135, the country's first landline texting service; Premium Phone Services (1-908), which employed strategic tie-ups with TV game shows; Budget card for international calls; and bundling of value-added phone services such as

Other

services

introduced

were The following year, PLDT forged a strategic partnership with NTT Communications

Call Waiting, Call Forwarding, 3-party conference calls, Speed Calling, and Caller ID.

USA Direct Mabuhay (dial access code 105-12) and Fibernet, a point-to-point international digital

When the year 2002 came, PLDT continued pioneering to innovate and introduced service a

It's all part of PLDT's culture of innovation to bring its operations to world-class standards and become the best

PLDT also received its second accreditation for the ISO 9001:2000 Quality Management compliance to standard. ISO PLDTs continued ensures its

prepaid

landline

where

subscribers can load up their phones with P500load that is valid for two months and with a onemonth reprieve to reload.

telecommunications company in the region. Today, PLDT leads the wireless race, dominates the landline domain, operates the premiere satellite company, and has raced to the #1

9001:2000

customers that it complies both on global data center specifications is the and most operations. widely ISO

9001:2000

accepted

In

2004,

the

PLDT

Board

of

position in the Internet world, both broadband and narrow band. No doubt, PLDT is set to conquer whatever the future holds for the telecommunications industry.

international standard that provides a framework for effective quality management system. This system is widely adapted by organizations worldwide as a measure to sustain consistent quality in the field of product and service delivery.

Directors appointed Manuel V. Pangilinan to the position of Chairman of the Board while retaining his post as Chairman of the Board of Smart and ePLDT. Napoleon L. Nazareno is the concurrent President and CEO of PLDT and Smart.

Notwithstanding

the

many PLDTs BS 7799 and ISO

technological changes that PLDT will encounter in the future, one thing will remain steadfast - its Next Generation Network commitment to serving the nation and providing communications solutions to Filipinos. As PLDT's products and services continued to evolve, the Company began b. Mission and Vision of the Company

90001:2000 certifications were conducted by TUV Philippines, Inc., a division of the TUV SUD Group. Based in Germany, TUV SUD Group is one of the largest and most experienced global certification bodies. TUV SUD is also a leading technical service company that is active in strategic business segments and provides

upgrading its network in 2005 to the Next Generation Network, a broad term for certain emerging computer network architectures and technologies that can encompass voice, data and video where all information is efficiently

inspections, tests and expert opinions aside from Mission Statement certifications and trainings.

PLDT will be the preferred full service provider of voice, video and data at the most attractive levels of price, service quality, content and coverage, thereby bringing maximum benefit to the Company's stakeholders. On October 17, 2006, the Philippine Vision Statement Long Distance Telephone Company was cited as the Best Managed Company in Asia in a survey PLDT Best Managed Company in Asia

transmitted via digital packets of data just like over the Internet.

This means greater efficiency, cost savings and more innovative services for

subscribers in the years to come.

NGN is not the goal in itself but rather a key enabler for transformation to what the PLDT Group calls Next Generation goes

conducted PLDT is an employer of choice. A high performing organization, a great place to work in, attracting and retaining the best talents in the marketplace, best in class and proud of its heritage. institutions c. PLDT Awards

by

Euromoney,

respected

international financial magazine.

Communications.

This

transformation

PLDT topped a field of 223 major Asian companies nominated by 49 financial and analysts worldwide in Euromoneys 2006 polls.

beyond upgrading the network to an all-IP NGN. It also involves re-engineering processes,

integrating our platforms, transforming products and re-orienting people.

Aside from being the Best Managed In 2006, PLDT saw the rapid growth of its broadband business on the back of the Group's wired and wireless infrastructures. PLDT MyDSL and SmartBro broadband subscribers more than doubled to 265,000 by year end. On February 9, Philippine Long Distance Telephone Company completed its BS7799 information security standard certification for In late 2006 and early 2007, Media Quest Holdings - a wholly-owned subsidiary of the PLDT Beneficial Trust Fund - and Smart joined hands to conduct test broadcasts of a mobile TV service using the Digital Video Broadcast - Hand held (DVB-H) standard. This was made possible through Media Quests subsidiary, Nation Broadcasting Corp., which operates a network of radio and TV stations. One of the few Philippine employing an information security ISO Certification Company in Asia, PLDT was also recognized with four more best-in category awards: Best Fixed Line Company in Asia, Best Cellular Company in Asia, Most Convincing and Coherent Strategy Philippines, and Most Transparent Accounts in Asia.

management system (ISMS) that is at par with the best practices assuring customers of its quality and appropriateness. The other companies included in the top five in Euromoneys 2006 poll were: Sun Hung Kai Properties of Hong Kong, 2nd place; Bharti Telecom of India, 3rd place; CapitaLand of Singapore, 4th place; and Ayala Land of the Philippines, Ping An Insurance of China and Public Bank Malaysia, all tied at 5th place.

companies to garner this distinction, PLDT through its BS7799 information security standard helps identify, manage and minimize the range of threats to which information is regularly

subjected. An organization with BS7799-based ISMS provides a comprehensive set of security Culture of Innovation controls for implementation, comprising the best information security practices.

Euromoney

commended

PLDTs

success in dealing with what PLDT Chairman Manuel V. Pangilinan called a tipping point in the telecommunications industry where mass

adoption of new technology would leave legacy businesses behind.

the other group members, Mr. Hernandez, Ms. De Castro and Ms. Abe were preparing the materials to be use in our interview proper like video camera, questionnaires, laptop and etc. We also join Ms. Ilagan and Mr. Sambrano to assist us in capturing video in our interview. At exactly

ISO 9001:2000 is the most widely accepted international standard that provides a framework for effective quality management system

according to the company website. PLDT also received an award as Best Company in Asia, also the company awarded in Metro Ethernet Forum (MEF) and Platinum He Award that for Corporate quality

PLDT Metro Ethernet Forum (MEF) Award

10:30 in the morning we all met in the front of PLDT Batangas. When we arrive in the PLDT

Governance.

added

the

On October 22, 2010, PLDT, the leading Philippine telecommunications provider, is now the first local telephone company to have been awarded both MEF (Metro Ethernet Forum) 9 and 14 certifications for its Carrier Ethernet service offerings.

Batangas, we immediately talk to the security guard of the company to remind that we are the one who will conduct an interview to Mr. John Cresente Dela Cruz about the Quality

department in PLDT Batangas is one of the branches of PLDT Quality Department because the quality department is divided into subdepartments that have its own specialization. Their department is assigned in networks and complains of their customers, also securing the system and their service in good quality. We asked what the meaning of quality for him and what is the edge of PLDT to other telecom company. He answered that quality is customers satisfaction and fast service and response to complaints of the subscriber and the edge of their company is that quick response and better service than the other competitors. After we asked questions, we thank him and took pictures with him before we leave the conference room.

Department of the PLDT Batangas. And the security guard allowed us to enter the premises of the company. First, the security guard said that

This has brought PLDT into a select club of global service providers given the same prestigious rating. Rolando G. Pea, PLDTs Customer Service Assurance Group Head said these certifications highlight PLDTs continuous network innovation.

we should sign-in firstin the log book of the company before we enter in the conference room. While we are waiting to Mr John Cresente Dela Cruz we are preparing our self to the interview. At exactly 11:00 in the morning, Mr

John Cresente Dela Cruz went outside his office to check if we have arrived and when we saw him we greet him a pleasant good morning. When we entered the conference

We asked him if we can get the letter and sign on his name for the documentation requirement. Before we leave the company, we thank him again for the interview and his kindness, he smiled at us and bid goodbye. We also took some pictures outside the company for proof and remembrance then we went to Mr. Hernandezs boarding house to eat our lunch. And thats the end of our interview in PLDT and we had a great time with Mr. John Cresente Dela Cruz. IV. CONCLUSION After the interview, the group

PLDT

Platinum

Award

for

Corporate

room adjacent to the security office, Mr. John Dela Cruz saw our little gift to him. He asked us and said we dont need to bring a gift because hes not requiring it. We smiled at him and we explain that it is a thank you gift for his kindness for allowing us to have an interview then, we start the interview. He read the questions and told us that there are questions that are not on the scope of their department. Mr. Hernandez began to asked question, he asked Mr. John dela Cruz what is his profile and educational background. Mr. John dela Cruz said that he is a licensed Electrical Engineer, he graduated at MAPUA

Governance June 6, 2011 Philippine Long Distance Telephone Co. (PLDT) recently received the Platinum Award at the 2010 Corporate Governance Scorecard for Publicly-Listed

Companies, an annual project of the Institute of Corporate Directors (ICD). According to the ICD, the Platinum Award is given to companies that have consistently earned gold awards or a rating of 95% or higher for three consecutive years.

concludes that quality in products and services really matters in all businesses. Having Quality Control and Quality Assurance Office is really necessary to help improve the services of the companies. And without the quality on the products and services, the organization will not survive because quality is the foundation of all businesses. Quality is also a big thing to consider before taking actions and implementing products and services. The group also conclude that PLDT is really a huge company, for having numerous but intelligent employees. Each employees of every department in PLDT plays a very important role that makes up the whole PLDT. PLDT really deserve the award Best Managed Company in Asia because of its excellent plans in handling the business. Its corporate governance is the best in the Philippines as well as in Asia. PLDT is the leading telecommunications service provider in the Philippines. Through its three principal business groups wireless, fixed line and information and communications technology.

The organization practice of

ICD

is to

a the

professional professional that is

Institute of Technology, March 1994. After he graduated, he started working as a Network Engineer on August 1, 1995 to January 1999 in PLDT at Makati. Then he became the head of QCI (Quality Control Inspection) in PLDT

committed corporate

directorship

consistent with global principles of modern corporate governance.

Batangas, his work there is maintenance of cable facilities, handling report and complains of the subscriber, errors of the system and validating. He also said that he is 17 years working at PLDT III. INTERVIEW PROPER and he is 39 years old. We asked him what is their mission and vision, goals and objectives, he On the 1stday of March 2012 was scheduled to perform an interview in our selected company and it is the Philippine Long Distance Telephone Company in Batangas City at exactly 11 oclock in the morning. We set an interview to Mr. John Cresente Dela Cruz, Revenue said that we can get a copy of their mission, goals and objectives in their website

(www.pldt.com.ph) and also their company profile and services is indicated there. We also asked him, is there any award that the quality department and the company received and he answered that auditing is the first process that the company must have before receiving an award. PLDT receive the ISO certification, ISO

Protection Specialist of the said company. To prepare for our interview Mr. Adarlo and Mr. De Claro get the gift that we will be giving to Mr. John Cresente Dela Cruz to give thanks to his willingness to share his knowledge and

9001:2000

Quality

Management

standard.

PLDTs continued compliance to ISO 9001:2000 ensures its customers that it complies both on global data center specifications and operations.

information about the said company. While waiting for Mr. Adarlo and Mr. De Claro to arrive,

PLDT offers the largest and most diversified

range of telecommunications services across the country. The group also concludes that PLDT handle their customers very well thats why they are patronize by the majority of the wireless, fixed line and information and communications technology users in the Philippines. PLDT really have the quality on their products and services, and that makes them no. 1 Telephone Company in the Philippines.

V.

RECOMMENDATION The group recommends some

changes in the office of PLDT Batangas like having an Organizational charts and organized office. The service of the company was perfect but the only problem is the unorganized office assignments. We understand that PLDT was a big company and they have a lot of departments working together inside the company but they must consider each department and give them a comfortable office to work with.