What are the 8 Quality Management Principles?

1. Customer Focus
Organizations need to understand current and future
customers’ needs.

2. Leadership Vision
Leaders should create and maintain the internal environment
where people can be fully involved in achieving objectives. LANDBANK shall be the dominant
financial institution in countryside development,
3. Involvement of People committed to the highest standards of ethics
People’s full involvement enables their abilities to be used and excellence in the service
for the organization's benefits.
of the Filipino people.
4. Process Approach
A desired result is achieved more efficiently when activities Mission
and related resources are managed as a process.
We shall continue to provide timely financial
5. Systems Approach to Management and technical support for our farmers, fisherfolk
Identifying, understanding and managing interrelated and other piority sectors.
processes as a system contributes to the organization’s
effectiveness and efficiency in achieving its objectives.
We shall deliver innovative products and services
that are constant with ecological enhancement
6. Continual Improvement
Continual improvement of the organization's overall and effectively address our clients’ needs.
performance should be a permanent objective of the
organization. We shall embody professionalism and integrity,
providing our employees with a work environment
7. Factual Approach to Decision Making that encourages growth and rewards excellence.
Effective decisions are based on the analysis of data and
information. LANDBANK is committed to improving the lives
of all its stakeholders and working with them
8. Mutually Beneficial Supplier Relationship
An organization and its suppliers are interdependent and a
to lead the country to economic prosperity. LANDBANK
mutually beneficial relationship enhances the ability of both
to create value.
ISO-Quality Management
For more information, call:
Quality Management Office
System Program
STRATEGIC PLANNING GROUP Doing our share in ensuring
at 551-2200, 522-0000, 405-7310 and 450-7001 local 2793 consistent quality in customer
service delivery

QUALITY is a foundation of our business.

QUALITY is our continuous and relentless commitment.

www.landbank.com
Our Policy for Quality
We are a development-oriented financial institution that
measures its success on our ability to deliver quality products
and services that effectively address the needs and expectations
of our clients.
As a universal bank with a social mission, LANDBANK endeavors
to incorporate a culture of excellence and professionalism in all
levels of the organization.
To uphold this commitment, we shall ensure that
• Our people perform their roles and responsibilities honestly
and effectively through continuous education, values and
training programs.
• Our products and services provide effective financial and
technical support with the widest reach, adhere to local
and international standards, and remain responsive to the
changing needs of our clients and stakeholders.
• Our management fosters a work environment that encourages
our employees to harness their fullest potentials and contribute
to our organization’s goals.
• Our processes and operations are continuously monitored and
measured to enhance efficiency and effectiveness in the long
run.
• ���������������������������������������������������������
Our quality management system is effectively documented,
implemented, continuously improved and communicated to
all members of the organization.
We believe that giving premium on quality is one of the best
ways to show how much we value our relationship with our
clients and partners.
Quality is a foundation of our business.
Quality is our continuous and relentless commitment.
Gilda E. Pico
President and CEO
Why we established QMS in LANDBANK? What is ISO 9001:2008 QMS?
• To ensure consistent quality in customer service delivery Quality Management System is the world's best known business
• To institutionalize continuous improvement among management standard that:
LANDBANK employees • Specifies a system where an organization is able to consistently
• To improve Bank performance by focusing on how we provide a product or service that meets clients' needs
do what we do • Aims to enhance client satisfaction through its effective
• To remain competitive and profitable in the long term application and continual improvement
QMS is generic and applicable to all types of organizations,
LANDBANK ISO-QMS Program: regardless of size and product or service provided.
A Journey to Business Excellence
LANDBANK embarked on a program in 2006 to institutionalize Model of a Process-based Quality
a quality management system in its major banking processes to Management System
enhance customer service and reinforce the culture of quality,
excellence and continual improvement. Continual improvement of
the quality management
Under the ISO-Quality Management System Program, trust
banking and wholesale commercial lending operations were Customers
Customers
chosen for ISO 9001 alignment. The Trust Banking Group, (and other Management (and other
Wholesale Lending Department and their support units interested responsibility interested
parties)
successfully passed a two-stage certification audit conducted in parties)
August 2007 by the Certification International Philippines, Inc.
Requirements
In September 2007, the governing board of the Certification Resource Measurement
analysis and
International UK Ltd. awarded the ISO 9001:2000 certificate, management improvement
making LANDBANK the first in the Philippine banking industry
Requirements
to get this certification in these areas of operation.
Output
For Phase II of the ISO-QMS Program, the Management Product Product
Input realization
Committee selected three core banking processes for ISO
9001:2008 certification in 2008: lending and financial services
operations of Public Sector Department, loan operations of
Pampanga Lending Center and branch banking operations of the For more information on ISO, log on to www.iso.org
PEZA (Roxas Boulevard) Branch. The Certificates of Registration
to ISO 9001:2008 by the Governing Board of Certification
International UK Ltd. were formally conferred to the three units QMS Best Practices
in June and July 2010.
1. Focus on customer satisfaction
• Measure customer satisfaction through surveys and focus
LANDBANK launched Phase III of the ISO-QMS Program covering
group discussions
the branch banking operations of 77 Metro Manila Branches and
• Proper and effective mechanism to address customer
Extension Offices in July 2011. The need to give premium on
complaints
quality customer service is of utmost importance among branch
2. Clear and defined business processes
“frontliners” of LANDBANK. This is why QMS is not treated as
3. Continual improvement of existing transactions and processes
an additional responsibility but an ongoing concern to improve
4. Sustained implementation of Quality Workplace Program
overall customer service.