QUALITY ASSURANCE

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EXCELLENCE PROGRAM
January 14, 2021
OPERATIONS STORE SUPPORT
What is Quality Assurance Excellence
Program? ● It is a project that aims to create a holistic approach that
can help the stores to consistently, habitually, and timely
manage all the store items
● To instill a sustainable and change of mindset in
ensuring quality of store products and build a culture of
accountability in managing the product freshness in the
store

OPERATIONS STORE SUPPORT

What do we want to achieve? ● Store Quality Assurance Checklist
● Quality Assurance Certification Program ● Store Diary
● Quality Assurance Refresher Courses ● Bi-Monthly Verification of AM
● Product Receiving and Merchandising ● Semestral Verification of QA
● Job Function, Responsibilities and Auditors
Accountabilities ● Monthly Internal Audit

TRAINING & VERIFICATION/

CERTIFICATION TOOLS
CORE EXCELLENCE IN- REWARD AND
VALUES STORE PENALTY
EXECUTION

● Integrity (Trustworthy) ● Temperature Control ● Performance Appraisal

● Reliability (Deliver ● Product Presentation ● Incentive Program
Fresh product ● Best Quality Products on ● Quality Assurance
anytime, anywhere) Shelves Excellence
● Customer Focused ● Product Freshness
Custodian
● Excellent Product Handling
OPERATIONS STORE SUPPORT
Who/what will be affected?
● All stores
● Sales Associate
● Assistant Store Manager
● Store Manager
● Area Manager
● Operations Field Consultant
● District Manager
● Zone Manager

OPERATIONS STORE SUPPORT

How do we achieve? ● Sales Associate or Assistant Store Manager shall be the
Product Freshness Custodian.
Sales Area Sales Associate (SA) or ● In case only one regular at store, Store Manager shall be
Maintenance Team Assistant Store Manager the Product Freshness Custodian
Leader (SAMTL) (ASM) ● Product Freshness Custodian:
○ Prepares schedule/calendar of checking and pull out
○ Assigns categories to all store personnel (using Job
Assignment Map: JAM)
● Product Freshness Custodian shall relay to the SAMTL
for the assignment of categories of SAMs due to labor
issues.

Note: All store personnel shall have the assigned categories.

Store Manager and Product Freshness Custodian are both
overall accountable to the quality of items.

OPERATIONS STORE SUPPORT

How do we achieve?
Sample Job Assignment Map (JAM)

Product Freshness Custodian and

SAMTL shall agree to the assigning
of categories to SAMs.

OPERATIONS STORE SUPPORT

How do we achieve?
Scheduling
Category Assignment
● All store personnel assigned in different categories shall pull out the expired/ unwanted/ unworthy items once a week
according to the Job Assignment Map (see previous slide)
● The expiry date shall cover the pull out period of the next 7 days.

Sample Calendar
○ Example: SAM 1- Pull out day is every Wednesday. This week Wednesday is September 3. All expired items from September 4-10 shall be
pulled out from display. On September 10, the next pull out day of SAM 1, all expired items from September 11-17 shall be pulled out, and so
on.

OPERATIONS STORE SUPPORT

Support Needed
Human Resources and Quality Assurance
● Quarterly trainings/refreshers for all regular store employees and Store Managers (Corp. & FC) thru E-learning

Store Position Q1 Q2 Q3 Q4

ASM Basic Food Safety Guide, Food Shelf Life Matrix, Fresh Food BM Analysis Food Hazards
Displaying, Storing, Returning Equipment Temperature
of BM

SM, FC-SM Food Hazards and Food Sanitary Requirement, Preventive Maintenance Category Management
Handling Role of FCSO

AM Food Hazards and Food Category Management Preventive Maintenance SQAC

Handling & Sanitary
Requirement

OFC, DM, ZML All modules indicated for Q1 and Q2 for all store level All modules indicated for Q3 and Q4 for all store level

OPERATIONS STORE SUPPORT

Support Needed
Human Resources and Quality Assurance
● Quarterly, module refresher will be uploaded to e-learning focusing on one area of Food Safety for SA/OMT, ASM, SM, FC-SM, and
AMs.
● Zones will provide the list of employees to be enrolled on the refresher course two weeks before the start of the access. [Q1 - Date of
Access: January 27 - February 7]
● Training Team will monitor the progress of access and shall submit the result to OPS and QA.
● Every year, each module can be shuffled as to when to be offered based on the need of stores.
● Store personnel can attend as much module as he/she needs depending on his/her current store level.
● Additional content will be uploaded should there be any.

ZONE- Store Mobilization HR Training Participants

Provides list to HR HR Training will inform the zone Participants must pass 80%
Training two weeks of the username/passwords of every test of refresher course
before the start of access intended participants when the
refresher starts

OPERATIONS STORE SUPPORT

Evaluation
Store Quality Audit
Checklist
● Parameter 10
“Product Freshness”
is included in the
revised SQAC
● This will be used by
Area Managers
(bimonthly SQAC)
and Quality
Assurance team
(semestral) to
measure the QAEP.

OPERATIONS STORE SUPPORT

Evaluation
Internal Audit Division (IAD)

● A separate checklist shall be used

(semestral checking)
● Item found with opened, damaged,
dented, torn, rat bite, and stale features
shall be counted.
● Equivalent scores for shall be given.

OPERATIONS STORE SUPPORT

Evaluation
● Stores shall only be graded when evaluated either by the Quality Assurance or Internal Audit
or both.
○ Quality Assurance (QA) team shall audit the stores at least once a year. Some stores will
be audited twice in one semester (January-June; July-December). In case there is more
than one audit in a semester, the scores will be computed for its average, for the
computation of semestral KPI.
○ For the Internal Audit (IAD) team, the audit of Product Freshness will be included during
the store monthly audit inventory. It shall be conducted twice a year or semestral. Stores’
KPI semester grade shall be based on the average of IAD rating in a semester.

OPERATIONS STORE SUPPORT

Evaluation
● The computations are applicable when there is at least
an evaluation from both the Quality Assurance and
Internal Audit on the same month.
● In case, only the Quality Assurance or Internal Audit has
evaluated the store for a month, their corresponding rate
shall be 80%.
● The passing score is 88%. Failure to get 88% shall result
in corresponding sanctions (see table 3)

● Sample Computation

OPERATIONS STORE SUPPORT

KPI & Performance Evaluation (FCs)

● Semestral Key Performance Index (KPI) grade for Quality ● For Franchise stores, Product Freshness shall also be part
Assurance- Product Freshness of: Sales Associates, of their yearly Performance Evaluation
Assistant Store Managers, Store Managers, Area Managers,
Operations Field Consultants, District Managers, and Zone
Managers
● KPI Weight is 2 , same with IV and OSA.

OPERATIONS STORE SUPPORT

 Corporate Stores

Penalties ● Direct hire employees: failure to get the 88% passing score in Product Freshness,
the applicable sanction shall be as follows:
○ A store has to get 88% and above rating of the Product Freshness. A store
will be graded and subject for applicable sanction once there is a visit from
Findings- based on store performance either of the Quality Assurance (QA) team or Internal Audit (IAD) team or
Penalty 1st 2nd 3rd 4th both.
○ Area Managers, Operations Field Consultants, District Managers, and Zone
Store Manager/ ASM/
WW 1-5S 6-10S 11-15S Managers shall get 80% passing rate of their visited handled stores
SA
A. e.g. For February, two (2) stores were visited at Area 1: 80% of 2
Area Manager (80% is 1.6. Therefore, these two (2) stores shall get at least 88% passing
of handled stores WW 1-5S 6-10S 11-15S
rate to avoid sanction for the Area Manager.
visited shall pass)
B. For March, twelve (12) stores were visited at District 1: 80% of 12
Operations Field is 9.6. Therefore, ten (10) stores out of twelve (12) visited stores
Consultant (80% of shall get at least 88% passing rate to avoid sanction for the District
WW 1-5S 6-10S 11-15S
handled stores visited Manager.
shall pass)
C. Second sanction for Zone Managers shall subject to reporting to
District Manager COO for action plans
(80% of handled ● The applicability of penalties is every year. Maximum of penalties to be imposed is
WW 1-5S 6-10S 11-15S
stores visited shall four every year.
pass)
Zone Manager (80%
of handled stores WW Report to COO for action plan
visited shall pass)

OPERATIONS STORE SUPPORT

Penalties
● Sample Computation for grades below 88% (Fail) and equivalent penalty:

○ Grading of stores shall only be done when there is at least an evaluation from QA or IAD or both.
○ For March, the store was visited by both QA and IAD, the total store rating is 87%, below the passing rate of
88%. First Written Warning shall be issued to store.
○ No applicable sanction on July because the store got a passing rate of 89%.
○ Second penalty of 1-5 days suspension shall be imposed to direct employees of store because of failing rate of
83% on October.

OPERATIONS STORE SUPPORT

Penalties
Franchise Stores
A. Non compliance shall be received by the Franchisees in case of failing to get 88%
passing score.
B. Three (3) consecutive Non Compliance received in a year may lead to Termination of
Contract.

Findings- based on store performance

1st 2nd 3rd 4th

Failure to get 88% passing score on
Product Freshness NONC NONC NONC T

OPERATIONS STORE SUPPORT

Other Instances

In case of situations not included in the Product Freshness such

as customer complaint, hospitalization of customer, loss of store
income, negative news and/or social media posting, among others
due to negligence in Quality Assurance process, please refer to
the Employee Handbook.

OPERATIONS STORE SUPPORT

Timeline

Campaign Period (per zone orientation, OCM- January 2021

Policy- January 2021
Project Implementation- February 2021

OPERATIONS STORE SUPPORT

Thank you <3 cv

January 13, 2021

OPERATIONS STORE SUPPORT