Enabling Business, Empowering Consumers

THE DTI BAGWIS

PROGRAM

Series of 2013
 Enabling Business,
Empowering Consumers

Open wings

The open wings

symbolize
commitment to
nurture, guide and
protect both the
consumers and the
establishment from
unfair trade practices.
 Enabling Business,
Empowering Consumers

Stretched Feathers

The stretched feathers

depict readiness to fly
in open and
competitive market
and face its
challenges, as well as
provide a higher
quality service.
 Enabling Business,
Empowering Consumers

The feathers forming the

wings also reflect
cooperation and harmony.
As in many myths, wings
(represented by this logo)
have to be earned by their
wearer.
The DTI Bagwis seal
symbolizes durability and
safety of all products sold
by these establishments.
It also signifies value for
money.
 Enabling Business,
Empowering Consumers

RATIONALE
◊ The DTI Bagwis Program (formerly known as the
DTI - Certified Business Establishment Program)
was launched on 26 July 2006.
◊ The program aims to give due recognition to
establishments that uphold the rights of
consumers and practice responsible business
where consumers get value for money.
 Enabling Business,
Empowering Consumers

OBJECTIVES
◊ Business establishments – to
create an environment where
entrepreneurs uphold fair and
honest business practices
through voluntary self regulation
◊ Consumers – to ensure that
quality and safe goods, products,
services at affordable prices are
available at DTI-certified
establishments.
 Enabling Business,
Empowering Consumers

SCOPE
All retail establishments:
1. Supermarkets
2. Department/Specialty
Stores,
3. Hardware Stores
4. Appliance Centers, and
5. DTI Accredited Service and
Repair Shops
 Enabling Business,
Empowering Consumers

LEVELS OF AWARD

BRONZE SILVER GOLD

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Empowering Consumers

LEVELS OF AWARD
◊ BRONZE – Compliance with Fair Trade laws +
Consumer Welfare Desk (CWD) or recognized
Customer Service Counter
◊ SILVER – Achievement of Bronze
requirements + Social Responsibility
◊ GOLD – Achievement of Silver
requirements + some elements aligned to ISO
9001
 Enabling Business,
PARAMETERS / Empowering Consumers

CRITERIA

FACTOR 1: FACTOR 2: FACTOR 3:

Compliance with FTLs Customer Relations Store Management/Operations

FACTOR 4: FACTOR 5:
Socially Committed and Responsible Business ISO 9001 Compliant
 Enabling Business,
Empowering Consumers
For Supermarkets, Department or Specialty
Stores, Appliance Centers and Hardware Stores

FACTOR 1: Compliance with FTLs

◊ Business establishments must conform to-, and the products
displayed and sold must have/bear the following:
 Compliance with the Price Tag Law
 Philippine Standard (PS) or International Commodity Clearance
(ICC) marks for mandatory products
 Warranties (as applicable)
 Products sold that are under the mandatory certification of the BPS
must be genuine/original
 Reasonable prices
 Comply with the provisions of the “No Return, No Exchange Policy”
 Do not practice deceptive, misleading & unconscionable,
fraudulent, misleading sales act and practice
 Enabling Business,
For Supermarkets, Department or Specialty Empowering Consumers
Stores, Appliance Centers and Hardware Stores

FACTOR 2: Customer Relations

◊ Availability of a presentable CWD office with a well
trained CWD Officer or equivalent customer relations
office in the mall
◊ Resolution of consumer complaints

FACTOR 3: Store Management

◊ Good employer-employee relationship
 Minimum wage and benefits given to employees
◊ Clean and orderly workplace/shop
◊ Presence of accurate store and product signage
 Enabling Business,
For Supermarkets, Department or Specialty Empowering Consumers
Stores, Appliance Centers and Hardware Stores

FACTOR 4: Socially-committed and

Responsible Business Sector
◊ No pending case for violation of any trade laws from DTI and other
regulatory government office i.e. DTI, DA, BIR, DOH, DA, etc.
◊ Issue receipts/invoice to all merchandise sold
◊ Have a sound purchasing policy that defines the store responsibility to
their suppliers
◊ Have a good working relationship with the government by
participating with the national/local government program i.e. price
stabilization; livelihood programs, etc.

FACTOR 5: ISO 9001 Compliant

◊ Quality management system requirements as provided in the
guidelines of ISO 9001
 Enabling Business,
Empowering Consumers
For Service and Repair Shops

FACTOR 1: Compliance with FTLs

◊ Service and Repair shops must conform to the following:
 Presence of a list of services offered with its
corresponding price list
 Presence of a simplified guide and procedures in
availing repair services
 Guarantees workmanship and replacement of spare
parts as mandated in RA 7394
 Insurance coverage for the properties entrusted for
repair
 Availability of tools and equipment necessary for repair
 Enabling Business,
Empowering Consumers
For Service and Repair Shops

FACTOR 2: Customer Relations

◊ Availability of a presentable CWD office with a well trained
CWD Officer or equivalent customer relations office in the mall
◊ Resolution of consumer complaints
◊ Availability of competent & knowledgeable technical staff

FACTOR 3: Store Management

◊ Good employer-employee relationship
 Minimum wage and benefits given to employees
◊ Clean and orderly workplace/shop
◊ Presence of accurate store and product signage
 Enabling Business,
Empowering Consumers
For Service and Repair Shops

FACTOR 4: Socially-committed and

Responsible Business Sector
◊ No pending case for violation of any trade laws from DTI and other
regulatory government office i.e. DTI, DA, BIR, DOH, DA, etc.
◊ Issue receipts/invoice to all merchandise sold
◊ Have a sound purchasing policy that defines the store responsibility to
their suppliers
◊ Have a good working relationship with the government by
participating with the national/local government program i.e. price
stabilization; livelihood programs, etc.

FACTOR 5: ISO 9001 Compliant

◊ Quality management system requirements as provided in the
guidelines of ISO 9001
 Enabling Business,
Empowering Consumers

SOME ELEMENTS ALIGNED TO ISO 9001

1. Quality Management System
– Vision-Mission Statement
– Documented procedures on:
• Control of Documents/Records
• Control of Non-Conforming product
– Records required by ISO 9001
• Management Review (notice of meetings, minutes, etc.)
• Product Requirements (e.g. product specifications)
• Customer Communication ( e.g. suggestion box, CWD, etc.)
– Customer Feedback
– Customer Satisfaction
(e.g. complaints, feedback & replies)
– Control of non-conforming product
(e.g. records of action undertaken)
 Enabling Business,
Empowering Consumers
Some elements aligned…continuation…page 2

2. Management Responsibility
Management Commitment: Development and implementation of
quality management system and continually improving its
effectiveness
– Meeting customer satisfaction
– Establishing quality policy
– Ensure quality objectives are established
– Conduct of management committee meetings
– Guarantee availability of resources
3. Customer Focus
Guarantee customer satisfaction
– Determine regulatory requirements related to product/service
(e.g. price tag, labeling, etc.)
– Monitoring information relating to customer satisfaction
(e.g. customer feedback, handling consumer complaints)
 Enabling Business,
Empowering Consumers
Some elements aligned…continuation…page 3

4. Management Review
- Management review on the organization’s Quality
Management System for improvement
- Maintenance of management review records
5. Resource Management
- Provision of resources to enhance customer
6. Product Realization (Customer related processes)
- Product/Service Information
- Inquiries, Contract or Order handling
- Customer Feedback including Customer Complaints
7. Measurement, Analysis & Improvement
- Control of non-conforming products to ensure that products
that do not conform to product specification requirements are
identified and controlled to prevent its delivery. (Quality
Control Management)
 Enabling Business,
Empowering Consumers

THE DTI BAGWIS COMMITTEE

A. For Bronze & Silver
◊ Provincial Evaluation Committee (PEC)
Chairperson: DTI Provincial Director
Members: Senior Staff, TIRD (Provincial Office)
Enforcement Officer
Regional/Provincial ISO Assessor/Auditor
◊ Regional Certification Committee (RCC)
Chairperson: DTI Regional Director
Members: Representative from a Consumer Group
Representative from the Business Sector
DTI National/Regional Partners
Representative from the LGU (preferably from the
Business Permit Division)
DTI Provincial Consumer Welfare Officer
Regional TIRD/CWD Chief
Regional Assessor/Auditor
 Enabling Business,
Empowering Consumers

THE DTI BAGWIS COMMITTEE

B. For Gold Nominees
◊ DTI Bagwis – National Certification Committee (NCC)
Chairperson: Undersecretary
Vice-Chairperson: Chairman, PPSQF
Members: Director, BTRCP
Director, BPS
Chairman, NCAC
Representative, RODG
Representative, PRA
Representative, PASI
Representative, PAGASA
Representative, PCCI
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Empowering Consumers

DTI BAGWIS PARTNERS

1. Philippine Retailers Association (PRA)
2. Philippine Product Safety & Quality Foundation
(PPSQF)
3. Philippine Amalgamated Supermarkets Association
(PAGASA)
4. Philippine Association of Supermarkets, Inc. (PASI)
5. Philippine Chamber of Commerce & Industry (PCCI)
6. Federation of Filipino Chinese Chamber of Commerce
& Industry (FFCCCI)
7. Federation of Philippine Industries (FPI)
8. National Consumer Affairs Council (NCAC)
Enabling Business,
Empowering Consumers