Globe Telecom TQM

GLOBE TELECOM
TOTAL QUALITY MANAGEMENT
Globe Telecom continues its streak of being recognized by international certifying

bodies for its commitment to superior customer experience with its recent conferment
of an ISO 9001:2008 for Quality Management System (QMS) for its Customer
Systems Group.
Attested by auditing firm and global third-party certification body Anglo-Japanese

American (AJA) Registrars, the certification was recently received by the enterprise arm
of Globe Telecom for the planning and design, service delivery, operations and
maintenance of its enterprise customers’ wireline data and voice services.
To achieve the ISO, the team underwent different QMS Training which helped them
identify gaps, establish measurements, and document the said business processes and
procedures. Audits were also conducted to check the compliance of Customer Systems
to the requirements of the QMS Standard which resulted to improved operational
performance and efficiencies of end-to-end wireline data and voice services.
According to AJA Registrar’s vice president and general manager Paul Bagatsing, “These
ISO certifications express an organization’s desire to provide great customer service
experience. Globe Business, particularly its Customer Systems, is one of the few local
organizations which now has the ISO 9001:2008 Certification with Zero Major and Zero
Minor Non-Conformance. This certification manifests the commitment of Globe
Business to continuous improvement and customer focus.” This latest QMS ISO
certification of Globe Business for its Customer Systems further fortifies its already
extensive roster of industry accreditations.
It was also granted another ISO 9001:2008 for the QMS of its Technical Service
Support Management. It is an international IT standard certification awarded to
companies which demonstrate excellence and embody best practices in IT management.
It leverages on evidence-based benchmarks to ensure companies continuously improve
delivery of their IT services.
According to Mike Frausing, Senior Advisor for Enterprise, and IT-Enabled Services
Group at Globe “This certification attests to our preparedness and readiness to address
the needs of our partners and clients so we feel honored to receive it as testament to
quality service delivery.” TSSM provides end-to-end technical management for Globe
Business clients, from service desk to service management.
Globe Telecom also recently became the first telco in the Philippines to be re-certified in
Business Continuity on an enterprise-wide scale.
Globe received from the British Standard Institute (BSI) an ISO 22301: 2012 or the
Business Continuity Management System which recognizes best practices on business
resiliency and management systems ensuring the company survives in the event of a
major incident or disaster.
“Globe is fully aware that our service will be most needed during natural or man-made
disruptions. It’s an honor to receive an ISO re-certification for our efforts on business
continuity, attesting to our preparedness to meet any form of calamity,” according to
Globe Chief Financial Officer Albert de Larrazabal.
Key to the re-certification of Globe Telecom is its maturity in the fourth year of
implementation of the management system.
ISO 27001:2005 for Information Security Management System which strengthen its
Data Centers’ assurance to customers in fulfilling service requirements. An ISMS is a
systematic approach to managing sensitive company information so that it remains
secure. It includes people, processes, and IT systems by applying a risk management
process.
ISO 20000-1:2011 IT Service Management assuring customers that all of the

company’s policies, processes and procedures are compliant to requirements of ISO
20000, the standard for an IT Service Management System, in which the company
completed its bid in early 2013.
It was also awarded an ISO 20000-1:2011 for its Professional Services division and
ISO 14001: 2004 for Environmental Management System
References
https://technoladyinmanila.wordpress.com/tag/globe-telecom-enterprise-iso-certified/
https://www.globe.com.ph/about-us/newsroom/business/globe-business-earns-
certification-excellence-it-service.html#gref
https://www.philstar.com/business/technology/2014/09/01/1363851/globe-business-
fortifies-commitment-customer-service-new-iso-certification-quality-management
Globe Telecom set the bar high for production process with enhanced operational
capabilities, resulting in reduced product wastage and increased sales margins. Globe
Telecom believes that effective Operations Management practices are crucial to
sustaining its profitability and resiliency as a company. Hence, Globe ensures that OM
remains a core capability and an integral part of how decisions are made in the
organization to deliver value to shareholders.
For a decade now, Globe has adopted a very customer-centric culture where the
customers serve as a beacon for everything the company does. This focus on the
customer is key to the success of Globe over the years.
Keeping customers happy also translates to satisfied shareholders and motivated

employees. This in essence is the principle behind Globe's Circle of Happiness that
resides at the core of the company's culture.
Globe Telecom embed OM in the daily lives of employees, empowering them to make
risk- informed choices when confronted by risks and opportunities.
Globe continues to adapt and enhance its programs in the midst of the continued
global warming, and the ramp-up of activities by the government regulators to enforce
related laws on Occupational Safety & Health, Environment, and Disaster Management.
The company initiated projects to ensure that it is able to effectively respond to and
recover from major disasters while considering the minimum requirement of
government agencies.
Because of this efforts to achieve TQM in the company, Globe Telecom received various
ISO recognitions by international certifying bodies.
Current Trends in Manufacturing
 Artificial Intelligence (AI), Robotics, Internet of Things (IoT) and autonomous

vehicles are used to assist rapid business growth.
 Internet of Things increases analytics functionality through predictive
maintenance.
 Cloud storage is utilized to provide accessibility and security.
 Radio Frequency Identification is adopted to track production, packaging, and
distribution.
 Mobile devices are put to use to access important data crucial to operations.
 Modern technology decreases computing costs by 33%, making it more
affordable for businesses.
For a decade now, Globe has adopted a very customer-centric culture where the
customers serve as a beacon for everything the company does. This focus on the
customer is key to the success of Globe over the years.
Keeping customers happy also translates to satisfied shareholders and motivated

employees. This in essence is the principle behind Globe's Circle of Happiness that
resides at the core of the company's culture.
“It all starts with the customer. If the customers are happy and they continue to
patronize the business, it creates great financial results, which in turn provides great
returns to the shareholders. If the shareholders are happy, they tend to remunerate the
employees well. And if the employees become really motivated, then they would want
to make the customers even happier. This is the infinite game. It doesn’t end. It just
keeps going,” said Ernest Cu, Globe President and CEO.

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GLOBE TELECOM

TOTAL QUALITY MANAGEMENT

Globe Telecom continues its streak of being recognized by international certifying

Attested by auditing firm and global third-party certification body Anglo-Japanese

ISO 20000-1:2011 IT Service Management assuring customers that all of the

ISO 14001: 2004 for Environmental Management System

Keeping customers happy also translates to satisfied shareholders and motivated

Current Trends in Manufacturing

 Artificial Intelligence (AI), Robotics, Internet of Things (IoT) and autonomous

Keeping customers happy also translates to satisfied shareholders and motivated

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