“Journey

towards Operations

Excellence”

DANNY PUMAREGA, COO – MAX’S CORNER BAKERY

Values, Mission and Values

Continuous Innovation

Customer-Driven, Magnetic!

Empowered Employees

Financially Sound

Pillars of Excellence

“Vision &

Mission and Values”

Amplifies your Vision. “Your

dream”

Communicates your Mission.

“Your reason for existence”

Clarifies your Core Values. “Who

you are”

Aligns your practices. “Your habits”

Max’s Corner Bakery

Source: Max’s Corner

Bakery

“Max’s Corner Bakery will be a

loved, world-class Filipino bakery

for Everyone.”

Max’s Corner Bakery’s

Vision

“We are your friendly neighborhood

bakery that satisfies cravings for

classic, home-made, affordable

breads and pastries.”

Max’s Corner Bakery’s

Mission

Do it Right the first time.

Do it with Love.

Do it Better.

Max’s Corner Bakery’s Core

Values

“Continuous

Innovation”

Automate your Process and

Equipment

+

=

Available in all Max’s

on August 1, 2014

Supermarkets

on August 8, 2014

and soon!

Convenient Stores

Other Retail Stores

“Customer-

Driven,

Magnetic

Service” Source: Magnetic Service by Bill and

Chip Bell

Promises made, promises kept.

Competence, capacity to

perform.

My Max’s Experience!

1. Make “Trust” a verb.

With my balikbayan cousins at Max’s Tiendesitas

Perform well to succeed.

Anticipate future needs to

achieve customer loyalty.

My Disneyland Experience!

2. Focus on your customers’

“Hopes”, not just their needs.

Truly, the happiest place on earth!

Exciting, bold and daring.

Personal and moving.

Emotional link is created.

My Starbucks Experience!

3. Add “Charisma” to your

service mix.

This caffe latte warms me in

an otherwise cold evening!

Impressive service! The

barista showed me this before

putting the lid cover. Simple

but sweet! Thanks Macky! I'll

be back for sure! Magnetic,

isn't it? — at Starbucks

Coffee, SM Aura Premier.

Creating a path for participation.

Engage the customer’s energy

in delivering the experience.

My CBTL Experience!

4. “Engage” your customers

curiosity.

Dynamite! I met Chef Josh, proudly Pinoy behind these healthy and delicious

food at CBTL Bistro in BGC. Thanks to Gladys, their manager on duty. Will be

back for that "heavenly" food and that "magnetic" service. Truly, I was

magnetized hahaha! Happy weekend everyone! — at 30th St. Fort Bonifacio

Global City.

Out-of-the-box experiences.

Not only a desire to serve, but

also a yearning to enchant.

My Jamba Juice Experience!

5. Give your customers an

“Occasional Miracle.”

After driving 3 hours from Quezon yesterday, I grabbed a classic smoothie

at Jamba Juice ATC to quench my thirst. Refreshing! And looked what I got

from my yahoo email, a nice shot of me! — at FTI Complex.

Surprisingly seamless.

Hassle-free experiences,

noticeably comfortable,

strikingly reliable.

My Ford Global City Experience!

6. “Empower” your customers

through comfort.

Thanks to technology, I can drive, take picture, listen to music, call, text and do

more without much effort! Talking about productivity, joy, being connected not

just to people I love, work with but also to the world. I cannot imagine life

without Wi-fi, Bluetooth, my Note3 and iphone, my Ford n-Sync and all! Wow

what a Friday! Thanks Usher and Pitbull, "DJ Got Us Fallin' In Love". You really

made my day hahaha! — at North Luzon Expressway.

Service with character.

Considerate, kind and

thoughtful.

My Nordstrom and Nike

Experience!

7. Reveal your “Character” by

unveiling your “Courage.”

MOUSE and

“Empowered Employees”

Conviction-Driven

Overlearning

Audible-Ready

Consistency

Honesty-Based

What you should look for

People?

Source: Everyone’s a Coach by Kenneth Blanchard and

Don Shula

Fee P7.50

Source: Google,

PTA

Source: Google,

Adidas

Source:

Google

Source: Google,

Jollibee

Source: Personal

Photos

Share performance: sales, cost,

profit, loss and other info.

Set the rules and declare

boundaries.

Allow the employee or the team

to self-manage.

3 Keys to Empowerment

Enhances trust and loyalty

Propels action

No guessing or akala ko

Promotes sharing or

responsibility

1st Key: Share Info

Creating autonomy through

boundaries: goals, roles,

structure and measure

2nd Key: Set Rules

Decision making

Conflict resolution

Leadership sharing

Managing responsibly

Achieve more with less

3rd Key: Self-Directed Teams

On Performance and

Leadership

Emerging

Contributor

Disillusioned

Learner

Peak

Performer

Enthusiastic

Beginner Directing

Coaching Supporting

Delegating

Source: Situational Self-Leadership by: Susan Fowler Woodring

“Financially Sound”

“Being Financially Sound

is simply the by-product

of the first 4 pillars.”

“Do not do unto others,

what you don’t want others,

do unto you.”

Jollibee’s Guiding Principle for

Employees

“If you are not proud of it.

Don’t serve it!”

Round Table Pizza’s Guiding Principle on

Quality

“If it is an eyesore,

do something about it!”

Kenny Rogers Roasters’ Guidelines on

Cleanliness

“If it is broken, fix it.”

Kenny Rogers Roasters’ Guidelines on

Cleanliness

“They will respect,

what you check.”

Kenny Rogers Roasters’ Guidelines on

Cleanliness

End of

Presentation