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Organizational Profile__________________________________________________________

• Name : Magsaysay Center for Hospitality and Culinary Arts

• Parent Company : Magsaysay People Resources Corporation (MPRC)

• Type of Ownership : Corporation

• Main Address : 3rd Floor of Times Plaza, United Nations Avenue

corner Taft Avenue, Ermita, Manila.

• E-mail : mihca@magsaysay.com.ph

• URL (website) : http://www.mihca.com.ph/SitePages/Home.aspx

• Contact Person : Ira Ortega

• E-mail :

• Mobile : (+632) 524.9996

• Address : 128 F. Ramos Street Cebu City

• No. of Branches :4

Brief History__________________________________________________________________

The Magsaysay Center for Hospitality and Culinary Arts (MIHCA) is a member of the

Magsaysay Group of Companies with two branches in Manila, one in Cebu and one in Jakarta,

Indonesia. Established in 2007, MIHCA designed a unique learning system that involves 80%

hands-on training and 20% classroom-type lectures to maximize learning and ensure that

students are prepared to enter the workforce.

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Field Research in OM 31 – 2nd Semester SY 2017-2018
Workforce Profile______________________________________________________________

The workforce profile consists of employees, the branch manager and students. The

employees are provided with the mandatory benefits and special bonuses. The workforce should

be able handle and provide the facilities that would cater the needs of their customers which are

the students. They only hire instructors who are experts in the different field courses of MIHCA.

Most of them are foreign instructors because of their excellent performances and expertise

especially in the Culinary Arts and Baking and Pastry Arts.

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Field Research in OM 31 – 2nd Semester SY 2017-2018
Assets_____________________________________________________________________

➢ Trainings

➢ Facilities

➢ TESDA Accredited

➢ Good camaraderie

➢ Instructors and professors

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Field Research in OM 31 – 2nd Semester SY 2017-2018
Organizational Structure________________________________________________________

Organizational Chart in Cebu Branch

Branch Manager

Marketing Manager Operations Manager Academic Director


Finance Manager

Courses Chairman Counselors

Instructors

Branch Manager

The Branch Manager is the one who assigns and directs all work performed in the branch

and supervises all areas of operation. Also, the branch manager is the one who manages staff,

fosters a positive environment and ensures customer satisfaction and proper branch operation.

Finance Manager

The finance manager is the one who undertakes strategic analysis and assists it with

strategic planning. Also, the finance manager is the one who undertakes research intro pricing,

competitors and factors that are affecting the performance and the one who controls income, cash

flow and expenditures.

Marketing Manager

The marketing manager is the one who develops marketing strategy for the company in

line with the company’s objective and the one who oversee the company’s marketing budget.

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Field Research in OM 31 – 2nd Semester SY 2017-2018
Also, he is the one who maintains effective internal communications to ensure that all relevant

company functions are kept informed of marketing objectives.

Operations Manager

Operations manager is the one who is monitoring and analysing the current system of

production to check its effective, and working out a strategy for improving the products or

services if necessary. They are the one managing the quality assurance programmes, planning

and controlling change, and researching new technologies and alternative methods of efficiency.

Academic Director

The Academic Director is the one who keeps the school running smoothly. They are also

overseeing the education aspects of students. Also, academic director ensures that all students

know what they must do to graduate.

Courses Chairman

The chairmen in different courses that are being offered in MIHCA are the one who will

ensure that their instructors are capable in teaching the students and oversee the wellness of their

both instructors and students. They need to become acquainted with the school staff, school

direct staff and policy makers.

Counsellors

The counsellor is the one who helps all students in the areas of academic achievement,

personal/social development and career development, ensuring today’s students become the

productive, well-adjusted adults of tomorrow.

Instructors

Instructors hold classes or seminars designed to help students hone their skills as chefs or

in their chosen course at all levels. Also, they share their knowledge to their students.

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Field Research in OM 31 – 2nd Semester SY 2017-2018
Vision, Mission, Values__________________________________________________________

MISSION

MIHCA aims to provide education that is experience-based, industry-relevant, globally-

oriented and career-focused. MIHCA’s curriculum guarantees a solid foundation for the students

to have a good head start in their chosen careers in hotels, restaurants, and cruise line companies

around the world.

To provide a through and intensive training ground for its students, MIHCA tapped

skilled, seasoned, and dynamic instructors to handle the programs. MIHCA also has the privilege

of working closely with industry experts and leaders who provide information, and impart

knowledge in current trends and techniques practiced both locally and internationally.

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Strenghts, Weaknesses, Opportunities and Threats of MIHCA_______________________

Strengths

Student’s outstanding performances serve as one of their competitive advantage because

of the good feedbacks of the Cruise ships and hotels the students work into. Their students also

serve as their strength because of the positive feedbacks of the students and enticing others to

enrol.

MIHCA Cebu is TESDA Accredited. It is an edge for them because the students don’t need to

take an exam from the TESDA Office to be able to work on Cruise Ships or in Hotels.

Graduate students of MIHCA are directly employed in a cruise ship. MIHCA has a partner

Cruise Ship companies where graduate students of them can apply and be hired.

MIHCA offers one of the best facilities and trainings to their students. They have the 80% hands

on training and 20% classroom lectures. They have all the facilities in all the courses offered.

MIHCA Cebu hires only Professional Trainer’s/Instructors

They have an accessible location here in Cebu. It’s located at Ramos Street Cebu City and is just

along the road.

Weaknesses

MIHCA’s weakness is its lack of instructors because of their high standards. They only

hire those instructors who have a lot of experiences and expertise especially in the Baking and

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Field Research in OM 31 – 2nd Semester SY 2017-2018
Pastry Arts. Foreigners are more likely to have more expertise in this field and are hard to find

and costly.

Misunderstanding and miscommunication between the branch manager and the subordinates is

also a weakness to MIHCA.

Opportunities

With the emerging of new hotels and resorts, and cruise ships, it is an opportunity for

MIHCA to expand their company in other parts of Visayas.

Threats

Emerging of new competitors

Competitors with more advance facilities and high – end instructors

Tuition increases due to high supply and increase of taxes.

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Leadership____________________________________________________________________

The Branch Manager of MIHCA Cebu institutes a clear mission, and then guides her

team towards the mission by empowering them and coaching them to greatness. In terms of

leadership, the Branch Manager does leading by internal communication towards her employees.

With this, she hears the employee’s opinion openly and treats them justly by appraising and

evaluating their performance appraisal. Since the time they are ISO 9001:2015 Certified, the

Management were trained as auditors to be able to audit the different branches overall

performance. With this, it strengthens the Branch Manager’s Leadership skills towards her

employees.

Problems Encountered

WHAT WHY SUGGESTED SOLUTION

Her subordinates abuses her


The branch manager is The Branch Manager should adapt and
goodness if she is too easy on
confused what demonstrate management styles for
them, while on the other hand
leadership approach will leadership towards her subordinates in
when she’s being a strong –
she apply to her order to create a balance-working
handed boss, they will fear
subordinates. environment.
her.

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Field Research in OM 31 – 2nd Semester SY 2017-2018
Measurement, Analysis, and Knowledge Management________________________________

Magsaysay Center for Hospitality and Culinary Arts is an ISO 9001:2015 certified. They

were ISO Certified since 2015. The company measures its performance and customer

satisfaction with ISO. The Company has external and internal auditors. Internal Auditors are

those managers within each branch. They undergo trainings and seminars on how to audit the

entire branch. External Auditors are hired by the company to validate and ensures that the

evaluation are precise and fair. With this, there was a great improvement in their company’s

overall performance and has meet the company’s strategic goals and objectives.

Problems Encountered:

WHAT WHY SUGGESTED SOLUTIONS

Not all the branches apply the Some strategies apply in Cebu

same strategies. and are not applied in the The management of each

branches in Manila because branch should conduct an

there was no collaboration and annually meeting to share and

unity with the management of gather all their ideas and

each branch. strategies in improving the

performance of the company.

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Field Research in OM 31 – 2nd Semester SY 2017-2018
Workforce Focus_______________________________________________________________

The focus of the employees is to make sure that they serve the customers with customer

service. In MIHCA, the employees make sure that they would cater all the needs of their

students. They provided good facilities in order they will get a positive feedback, they can now

have the student’s trust and loyalty that will surely recommend their school to their friends. In

doing so, this will benefited to their school. In addition, all of these factors will not be done

without the employee’s commitment to do passionately his/her job. In MIHCA, they give right

benefits to their employees that will motivate them to perform well in their job and be more

committed. MIHCA also make sure that all their employees and instructors are providing a good

quality education to their students. One of the problems in MIHCA encountered in their

workforce side is that they lack instructors and it could affect to the school operations because

they need to adjust the time of their instructors and to their students. The company should hire

more instructors so that their productivity in their workforce would increase. MIHCA hired

instructors that came from five stars hotel. It means that their instructors have already experience

that they could share to their students and it increased the quality education that they provide to

their students.

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Field Research in OM 31 – 2nd Semester SY 2017-2018
Customer Focus______________________________________________________________

MIHCA’s customers are their students. Since they are a Hospitality and Culinary School,

they have a unique learning system that involves 80% hands-on training and 20% classroom-type

lectures to maximize learning and ensure that students are prepared to enter the workforce. This

progressive, experience-based learning method adopted by MIHCA provides the core knowledge

and skill sets needed by the students. Complementing this teaching approach, MIHCA has state-

of-the-art training facilities, amenities and equipment where students can hone their skills and

familiarize them in real-time, real-world job settings.

In addition, the center works closely with international hospitality industry experts and

leaders to guarantee that graduates are up-to-date with the current trends and techniques

practiced locally and globally. They are also career focused for their students. MIHCA students

obtain a global education with the opportunity to launch careers in the local and international

scene through a job placement system that has successfully endorsed 80% of its graduates to

deluxe hotels and luxury cruise lines all over the world.

They offer these Courses to their students:

PROFESSIONAL CULINARY ARTS STUDIES

The Culinary Arts Program is composed of essential building blocks of learning critical to a

promising chef. More than just cooking, our culinary arts program inculcates in our students the

values and discipline that are critical in becoming successful in this field. The students will learn

how to be confident in preparing dishes that would be the foundation of their never-ending quest

for gustatory satisfaction.

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Field Research in OM 31 – 2nd Semester SY 2017-2018
PROGRAM DURATION:

9 months inclusive of 200 hours internal OJT

and 600 hours external OJT

Monday-Friday; Five (5) hours a day

PROFESSIONAL BAKING AND PASTRY STUDIES

The Baking and pastry Arts Program is composed of essential building blocks of learning critical

to a promising patisserie or baker. The students will learn how to be confident in preparing and

baking luscious and decadent desserts as well as different types of breads and pastries. More than

just baking, our Baking and Pastry program inculcates the values and disciplines that are critical

in becoming successful in the service industry.

PROGRAM DURATION:

7 months includes 600 hours externship OJT

Monday-Friday; Five (5) hours a day

FOOD AND BEVERAGE SERVICE

The Food & Beverage Service program is composed of four learning blocks that focus on

the essentials of drink preparation, drink repertoire, service and maintenance of the bar and

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Field Research in OM 31 – 2nd Semester SY 2017-2018
production of high-volume drinks for events. The program provides the students the basic

knowledge on the Food and Beverage industry and its organization.

MIHCA provides an actual operational set-up of a fine dining restaurant that serves as

their classroom which provides first hand exposure to the different dining techniques and

sanitation procedures. It is an all-student-run restaurant which allows students to provide guests

with service and food straight from MIHCA’s kitchen. The bar service laboratory is a learning

area complete with wines and spirits for cocktail and mocktail mixing and flair tending.

PROGRAM DURATION:

7 months and 3 weeks inclusive of 300 hours internal OJT and 600 hours external OJT

Monday-Friday; Five (5) hours a day

HOUSEKEEPING SERVICES

The Housekeeping Services program is composed of five learning blocks that focus on

sanitation, proper usage of housekeeping equipment, tools and chemicals that help prepare the

students to become successful housekeeping professionals.

This program provides the students the basic knowledge on the hospitality industry and

its organization. MIHCA provides an actual hotel and cabin operational set-up that serve as their

classrooms which provide first hand exposure to the different services and standard procedures

in housekeeping department. The hotel simulation room and housekeeping laboratory are

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Field Research in OM 31 – 2nd Semester SY 2017-2018
learning areas complete with amenities and fixtures for bed making and housekeeping duties

PROGRAM DURATION:

7 months and 3 weeks inclusive of 300 hours internal OJT

and 600 hours external OJT

Monday-Friday; Five (5) hours a day

FLAIRTENDING 101

Flairtending 101 focuses on the skills and techniques of flairing, safety procedures and

familiarization of the flair tools while entertaining guests.

Program Duration

2 weeks; Monday to Friday

4 hours per day

BARISTA 101

This 90-hour in-school instruction course is an intensive hands-on study on the art and science of

coffee preparation.

PROGRAM DURATION:

3 weeks or 90 hours

COURSE FEE INCLUSIONS:

1 barspoon, 1 spatula (s/s), 1 dredger (s/s), 1 cleaning brush, 1 probe thermometer, 1 tamping

pad, 1 apron, 1 side towel, training shirt, 1 digital timer, training materials, use of facilities, and

insurance.

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Field Research in OM 31 – 2nd Semester SY 2017-2018
PROFESSIONAL TRAINING, TESTING and LANGUAGES

To be a true professional, a person must not stop learning in his chosen field nor must he

stop honing his skills. There is a need to constantly evolve as a person to maintain that

competitive edge. This is where the Professional Training, Testing and Languages come in.

The customized programs, courses and interventions in the areas of leadership,

communication, team building, customer service and personality enhancement will help

individuals become more effective and efficient at what they do.

PROGRAM OBJECTIVES AND DURATION:

The program duration vary since it is based on each client's own specific set of

requirements and goals and overall objectives.

BARTENDING ESSENTIALS

This course provides the trainees with the basic knowledge in preparation of hot and cold

beverages within current acceptable industry standards,bar set up, equipment maintenance,

hygiene and sanitation.

PROGRAM DURATION:

1 month or 120 hours

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Field Research in OM 31 – 2nd Semester SY 2017-2018
COURSE FEE INCLUSIONS:

Use of facilities, beverages, insurance and training kit.

Operations

The following are MIHCA’s Admission of the enrollees or aplicants:

ADMISSION PROCEDURE

1. Complete the Student Application Form and Pre-Enrollment Agreement. This form can

be found at the Admission Desk

2. Present your completed Student Application Form to the Registration Desk for system

encoding.

3. Pay the Behavioral and English Assessment fee amounting to Php 500 at the Cashier

4. Proceed to Computer Lab for your admissions exam and interview.

5. Present the results of your exam and interview to the Admission Desk Officer for your

Medical Examination Endorsement. All applicants must complete a medical examination

on or before the date specified on the endorsement.

6. Submit your admission requirements to the Admission Desk. See the complete list of

requirements below.

7. Pick up and complete a Registration Form at the Admission Desk.

8. Submit your completed Registration Form to the Registration Desk Officer and pay the

Training Fee at the Cashier. Ensure a copy of your Registration Form at the Registration

Desk after payment.

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Field Research in OM 31 – 2nd Semester SY 2017-2018
ADMISSION REQUIREMENTS

• NSO Birth Certificate

• High School or College Diploma

• For High School graduates: Form 137

For College Level or Graduates: Transcript of Records or any proof of attending a formal

education

• Certificate of Employment, if applicable

• Two pieces 1x1 picture

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Field Research in OM 31 – 2nd Semester SY 2017-2018
Operations Focus______________________________________________________________

MIHCA Cebu’s Operation Manager offers professionals in the food service industry

opportunities for an exciting and fast-paced career that requires many skills, talents, and

knowledge. The Operation Manager works closely with kitchen staff, dishwashing team, service

members, bartenders, and host staff. This includes getting involved in cooking, seating and

serving alongside staff when necessary. The Operations Manager also serves as a role model

best practices and behaviors for employees throughout the school and restaurant and is also

responsible for the overall business functions of keeping the school or restaurant running. These

tasks include ordering, financial planning, supervising employees, maintaining sanitation

standards in public areas and kitchen or beverage preparation areas, and monitoring safety. It

also makes sure that MIHCA will gain more profit and a competitive advantage against its

competitors. Serving and providing the students with core knowledge and skill sets needed by

the students is their main priority. As well as providing their customers in their MIHCA

Restaurant where the cooks and servers are their students with delicious and satisfying menu to

gain a positive and satisfied feedback. Also maintaining a positive image by serving high quality

meals is their main goal.

WHAT WHY SUGGESTED SOLUTIONS

High absenteeism and Some instructors live far from The company should implement

punctuality of the Instructors. MIHCA. a strict regulation in terms of

the attendance of the

employees. The management

can also provide a housing for

the instructors who live a far.

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Field Research in OM 31 – 2nd Semester SY 2017-2018
Results_______________________________________________________________________

Based on the result of our research, MIHCA is doing well in their business. The branch

manager of MIHCA provides good leadership in the branch where she is assigned. She is open to

different opinion from her subordinates. This is a very good treat of being a leader. Second,

workforce of the company. MIHCA have employees who impart their knowledge, skills, and

techniques to their students. They have a lot of students coming in to learn. The only problem is

that they lack instructors or trainers. Lastly, the operation of the restaurant. The operation

manager has a great way of managing the restaurant. All the things needed are done and the

quality of service is so far good. The only thing the restaurant needs to do is to discipline their

instructor to come on time for the class. The restaurant needs a good people that will manage the

restaurant and bring the best of its service to the customers and students. Also the restaurant

needs good employees that bring the company to reach its goals. Sad to say there are employees

who are taking advantage of the manager in the workplace. Hopefully this will get improved on

the management side. The management is good in bringing the restaurant to its good quality

service towards its customer and students.

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Field Research in OM 31 – 2nd Semester SY 2017-2018
Summary of Learnings__________________________________________________________

Having Total Quality Management in every


Organization ensures high quality products and
services. Quality differentiates an organization
from its competitors. It can serve as a
competitive advantage on them. With quality
management it also exceeds the customer
satisfaction of every organization. It does not
only satisfy customers but as well increases the
revenues and productivity of the entire
organization. Since the time I was enrolled in
BA-OM 31, I have gain knowledge on the
importance of it in every organization. I have
learned that Total Quality Management
benefits organization in many ways like it
Rutchelle Arguilles strengthens competitive positions, enhances
market image, eliminates defects or wastes,
increases productivity, improves customer
satisfaction and loyalty, increases profit and
improves employee morale. I have gained
more knowledge on the actual setting of Total
Quality management when we interviewed the
Branch Manager of MIHCA about their
quality management. According to Miss Ira,
when they became ISO 9001:2015 certified,
there was a big change and improvement in
their organization. ISO help improved the
overall performance and customer satisfaction
of their business. And that they are continually
improving.
Taking this subject requires a lot of
responsibility as a student; it needs attention
from time to time because it focuses on the
quality management. As we all know, Total
Quality Management is the sole reason why
the company keeps on working to reach their
ultimate goal. The vision and mission of every
company technically reflects on what kind of
quality they would want as a result, especially
when it comes to maintaining the productivity
and increase the efficiency in each and every
product. There are tools that are very useful to
Ardie Boy Baba check or test the products of the company, it
simplifies the process and it is very much
accurate as a help provider depending on what

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Field Research in OM 31 – 2nd Semester SY 2017-2018
the company needs to adjust or improve. These
tools usually used by the company because of
some issues regarding with their products, but
overall, each and every tool has its own
process and systematically applied and all of
them are very functional in Total Quality
Management.

In this research i learned that there are several


aspects to be looked at in creating a restaurant
that doubles as a culinary school as well. It is a
must to have people who are passionate and
keen with the things they do to help build a
good foundation with both students and
customers to help bring the company to it's full
potential. It is important for different
administration departments to work as one for
the betterment of the company - to be able to
improve on the things they fall short on which
is translated from the evaluation of the
Rica Patricia Buena performance appraisal.

I learned in this company research that in


creating a restaurant that caters to customer
and a school to teach different cooking and
serving skills to students. The restaurant needs
a good people that manages the restaurant and
bring the best of its service to the customer and
students. Also a restaurant needs a good
employees that bring the company to its goals.
Sad to say there are employees who are taking
advantage of the manager in the workplace.
Hopefully this will get improved on the
management side. The management is good in
Troy John Bontia bringing the restaurant to its good quality
service towards its customer and students.

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Field Research in OM 31 – 2nd Semester SY 2017-2018
I've learned so much about Total Quality
Management. It is about how you control,
process design. Being in an operation tasks is
not easy. There are things that you should be
following like rules, procedures in order for us
to be productive and fewer problems will be
encounter. After doing this research, i realized
that Total Quality Management plays a vital
role in every organization. It proves to me that
it is really important to prioritize the TQM
because it gives satisfaction in every customer.
Based on our interview, Ms. Ira once told us
that since their company is customer focused
and every feedbacks of their customers really
Kezia Mondonedo matter to them so they need to look further and
improved their TQM side in their company. I
learned a lot and it gives me knowledge about
what is really the impact of TQM in the
company. Ms. Ira told us that when they
became an ISO 9001:2015, the image of their
company changed and they gains more
customer satisfaction. In maintaining the
quality of the company takes a lot of effort and
team work and in MIHCA their employees
really exerted an effort to adopt the change
after being an ISO certified and they are still
improving their strategies because they lack of
instructors.

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Field Research in OM 31 – 2nd Semester SY 2017-2018
Transmittal Letter_____________________________________________________________

February 13, 2018

Ms. Ira Marie G. Ortega


Branch Manager
MICHA Cebu
ATC-2 Building, 128 F. Ramos St.
Cebu City 6000

Dear Ms. Ortega:

Good Day! The undersigned students from the University of San Carlos in the School of
Business and Economics would like to ask permission to interview the Human Resource
Manager or any representative of.MICHA Cebu about how Total Quality Management is done
within the company.
The information that we will acquire will be used as a guide for my group to make our papers
which mainly is about Total Quality Management and the data that will be gathered is used for
academic purposes only. The papers we are making are our teacher’s final requirements to pass
the course.

Thank you very much and we hope we could arrange a personal interview with you or your key
personnel regarding this matter at a time of your most convenience. You can contact us through
email at arguillesrutchelle@yahoo.com or (09565685936).

Respectfully yours,

Arguilles, Rutchelle

Noted by: Ms. Zenaida Z. Confesor


Professor

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Field Research in OM 31 – 2nd Semester SY 2017-2018
Questionnaire/Interview Guide___________________________________________________

Good day! We are the students of the University of San Carlos from the School of
Business and Economics. We are tasked to interview medium to large enterprise on their
management practices, specifically on their application of the Malcolm Baldridge National
Quality Award’s Criteria for Performance Excellence. Hence, we have prepared this interview
guide for you to answer. We would appreciate it if you could give more than one example. But
we would highly respect if you opt not to give more.

Rest assured that all details given will only be for educational purposes. Thank you!
1. Company Profile, Vision, Mission, and Core Values
2. Is the company ISO certified? Latest ISO (Internationaal Organization for
Standardization )
3. What are the challenges encountered on the process of becoming ISO certified company?
4. If the company is ISO certified, How to manage workers as being a known ISO certified
company.
5. How is the efficiency of outputs measured? (employee ---- > product (students) )
6. Is there a centralized system used to maintain total quality of output? (i.e. kaizen,
ishinokawa)
7. Do you have a continuous improvement as an organization?
8. In situations like customer complaints, how do you solve and handle the problem?
9. What department deals with customer complaints?
10. Waste management of raw materials
11. Challenges in Operations Management maintaining the company’s quality brand.
12. Have you encountered error margin for productions and how are defects dealt after
discovered?
13. Often Problems of operations department and solutions done. (i.e. fruit season, operating
costs, fruit riping etc. )
14. Were there any circumstances that the company didn’t hit its targeted production volume
in the past and present?
15. Do you provide training to all of the employees?
16. Do your chef instructors/professors have to be a graduate from school itself? Does their
performance need to be outstanding?

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Field Research in OM 31 – 2nd Semester SY 2017-2018
17. I’ve read in your website that your company is record breaker in the Guinness Book of
World Records, how does it affect to your company?

Thank you very much for your time and effort. If you do have questions, please feel free
to call me at arguillesrutchelle@yahoo.com or (09565685936) at any time convenient to
you. Have a great day!

Sincerely yours,

Rutchelle D. Arguilles Rica Patricia Buena


BS BA – HRDM 4 BSBA – HRDM 4

Ardie Boy Baba Kezia N. Mondonedo


BSBA – HRDM 4 BSBA – HRDM 4

Troy John Bontia


BSBA – HRDM 4

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Field Research in OM 31 – 2nd Semester SY 2017-2018
Documentation________________________________________________________________

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Field Research in OM 31 – 2nd Semester SY 2017-2018
Documentation________________________________________________________________

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Field Research in OM 31 – 2nd Semester SY 2017-2018
Website ______________________________________________________________

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Field Research in OM 31 – 2nd Semester SY 2017-2018