Dr. Reynaldo B. Vea, president and chief executive officer of Mapúa Institute of Technology and Malayan High School of Science, led the program launching of the YGC's "Wow! Experience" at the Institute last July 25. At his right are Liwayway Gener, the executive vice president and chief operating officer of YGC Corporate Services Inc., and Dr. Bonifacio T. Doma, Mapúa’s executive vice president for Academic Affairs.
Mapúa Institute of Technology and Malayan High School of Science (MHSS) have pledged their commitment to further strengthen their relationships with their premier customers by establishing “a culture of customer-driven excellence” inside their campuses.
The Institute and MHSS have embraced the “WOW! Experience” program of business conglomerate Yuchengco Group of Companies (YGC), of which Mapúa and MHSS are a part, to establish this culture and ensure the satisfaction of their customers, who are mainly composed of students and their parents.
MHSS, a secondary school in Pandacan, Manila with a special focus on science and technology, is Mapúa’s wholly owned subsidiary.
Engr. Conrado V. Navalta, director of Mapúa’s Continuous Quality Improvement Office, said quality service is part and parcel of the schools’ initiatives to continuously improve their systems and processes.
“Our espousal of the continuous quality improvement has produced positive results for us. For one, we acquired not only local accreditation but also international accreditation for our academic programs. The improvements we saw with our academic programs and academic processes have given Mapúa and Malayan High School of Science the competitive edge among other learning institutions. Although we are already recognized with this endeavor, we still strive to continuously improve,” said Engr. Navalta in his speech delivered during the launching of the YGC program at the Institute’s Seminar Room on July 25.
He added: “Being part of YGC means we should be in synergy with the rest of the YGC companies. When we say synergy, we must be one with the rest of the YGC companies in embracing the objective to build and strengthen relationships with premier customers through a culture of customer-driven excellence.”
The program is also scheduled to be launched at the Malayan Colleges Laguna (MCL) in Cabuyao, another wholly owned subsidiary of Mapúa, this August.
Mapúa and MHSS’ president and chief executive officer Dr. Reynaldo B. Vea led the program launching that was attended by teaching and non-teaching staff from both schools.
In his welcome remarks, Dr. Vea maintained that adopting a service quality program is very timely and crucial for any organization or company.
“I’m glad that everybody is here so that we all could be on the same page on this matter of ’Wow! Experience’ program of the Yuchengco Group of Companies. The major part of the program is service quality or how we deal with our customers. While this is very important especially for those who are in the frontline, this is also important for the others as well, including myself, because we have our own internal customers,” he said.
One of these frontline employees is Katrina Mae P. Lantin, Mapúa’s Admissions Office assistant, whose everyday tasks include interacting with different types of people.
“Through the YGC’s ‘Wow! Experience’ program, we would be able to give our customers a more-than-expected outstanding service. Incorporating both mind and heart in our service, we hope to leave a good lasting impression on our customers,” she said.
The “WOW! Experience” program was first implemented in YGC’s financial institutions in 2009. Employees, especially those who are in the frontline, underwent learning seminars to “make sure that nothing falls short of meeting our customer’s expectations.”
The program aims to exceed the expectations of YGC’s customers by promoting the 12 commandments of service in the companies’ everyday transaction with a client.
Engr. Navalta urged all staff from Mapúa and MHSS “to be in an active stance in providing the customers with meaningful experiences in their dealings. We enjoin you all in adopting the culture of customer-driven excellence.”
Margarita V. Camacho, Mapúa’s OIC-Vice President for Administration/Operations, also asked for cooperation and support for the YGC program.
“I hope all of us will cooperate and support the activities of the ‘Wow! Experience’ program of the four campuses (Intramuros, Makati, MHSS and MCL). Always remember the 12 commandments of the service standards… And to our co-workers, always remember to take care of our clients by giving them good service,” she said.
Liwayway Gener, the executive vice president and chief operating officer of YGC Corporate Services Inc., meantime, said she is looking forward to seeing the Institute and its subsidiaries succeed in its quality service initiatives.
Malayan High School of Science (MHSS) principal Dr. Efren B. Mateo during the symbolic signing of commitment. MHSS pledges its commitment to implement YGC's "Wow! Experience" program.
Non-teaching and teaching staff of Mapúa Institute of Technology and Malayan High School of Science have pledged their commitment to further strengthen their relationships with their premier customers by establishing “a culture of customer-driven excellence” inside their campuses.