15 November 2014

Emy Hinojales
Senior Associate
SGV&CO.
We, the students of Virata School of Business UP Diliman, are conducting a research entitled An
Operations Review and Assessment of SGV & Co. in partial fulfillment of our requirements in BA 105
(Operations Management) under Professor Erik Paolo Capistrano. This study aims to analyze and
evaluate SGVs core competency and competitive advantage which distinguishes it from other firms.
More specifically, the study will focus on examining the total quality management (TQM) practices and
operational performance of SGV & Co. The research study will include key TQM elements, TQM costbenefit analysis, TQM plan and ISO certification of SGV & Co.
Our BA 120.1 (Auditing Theory) professor, Sir Brad dela Cruz, suggested that we contact you to give us
more insight about the topic. We would appreciate the opportunity to have an informational interview
with you through phone call or by sending us your answers through e-mail, whichever is more convenient
for you. Rest assured that no alterations in the information will be made and that it will be used strictly for
academic purposes only.
Attached herewith is the list of interview questions and the content of our research paper.
We are hoping for your kind consideration. Thank you very much.
Best regards,
Mardheeya S. Nuruddin

Alexandra Bonnevie

Ayesha Magalin

Amenah Diane L. Pansar

Erik Paolo Capistrano

Assistant Professor,UP Diliman

RESEARCH PAPER CONTENTS

1.

Description of SGV & Co.

Past and Present Performance of SGV in the Business Environment
Current Trends and News Events Affecting the Organization/Industry
2.
Brief Assessment of the SGV & Co and the Audit Industry
Strengths and Weaknesses
Opportunities and Threats
3.
Description of the Total Quality Management Concept
4.
Application of the concept to the SGV & Co.
5.
Conclusion
INTERVIEW QUESTIONS
MAIN
1.
Does SGV have a quality management system? If yes, How long has TQM been
implemented in the firm? What factors have led the firm to implement TQM? Does the firm have a
manual with formal TQM procedures to be followed?
2.
What further TQM improvements does SGV plans to take?
3.
What actions does SGV take to ensure continuous improvement?
4.
What actions does SGV take to ensure quality? How does the company measure the
effectiveness of these actions?
5.
Are there any partnership with outside organization in ensuring better quality?
6.
How does the company standardize all the outputs of the organization?
7.
How does the company ensure that quality objectives are established at relevant functions
and levels within the organization?
8.
Does the company conduct periodic quality inspections? If yes, how often?
CLIENTS
1.
How does SGV deal with client complaints?
2.
Does the firm have a principal way of measuring client satisfaction (e.g. survey, face-toface contact, etc.)?
SUPPLIERS
1.

How do SGVs suppliers aid in the firms operation in terms of efficiency?

EMPLOYEES
1.
How are employees encouraged to provide quality performance?
2.
What type of training does the company employ to develop their employees skills and
knowledge in quality management?
3.
How does the firm ensure that personnel are aware of the relevance and importance of
their activities and how they contribute to achievement of quality objectives?
If you would like to share additional comments or experiences regarding the quality management of the
company, ____________