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Management

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CHAPTER 1
INTRODUCTION
COMPANY PROFILE

FIRE-OUT Manufacturing & Trading Company
048 Evangelista street Santolan Pasig
956-8639
fireoutmanufacturing@gmail.com
Plant site:
Date organized and began operation as SP:
Date of incorporation:
SEC Registration No:
Place of Incorporation:

162 M DE LEON ST ROAD 1 SANTOLAN PASIG
CITY
June 8, 2015
May 18, 2015
PG-201509697
Mandaluyong City

PRIMARY PURPOSE

The company caters and provides to the following :
I.

All types of fire extinguishers

II.

Sprinkler System

III.

Foam System

IV.

Carbon Dioxide System

V.

Gas Detection System

VI.

Fire Alarm System

VII.

Industrial Safety

VIII. Emergency Lightning System
IX.

Consultancy and services for all types of establishments

MASTER OF BUSINESS ADMINISTRATION – HOTEL & TOURISM MANAGEMENT

FIRE OUT MANUFACTURING AND TRADING COMPANY UNDERTAKE THE
FOLLOWING SERVICES WHICH COME AS PACKAGE DEAL:
I.

Hazard Analysis Design as per specific requirement.

II.

Computer Generated hydraulic calculations.

III.

Engineering work and submittal preparation.

IV.

Installation of the system supply.

V.

Testing and commissioning of the systems install.

VISION
“Serving towards a conflagration free environment for Nation’s Safety,
Security and Progress.”
MISSION
“To provide clientele an innovative, quality and reasonable cost Fire
Protection Equipment, Designs, Consultancy and Services to achieve a safe and protected equipment.”
OBJECTIVES

“To surpass clientele’s expectation by providing quality reliable products and services coupled with outstanding customer service. Providing an appropriate and innovative Fire Protection Products and Services now and into the future of fire safety requirements and to provide technical support, consultancy and training that will empower our clientele to maximize our offered products and services.”

MASTER OF BUSINESS ADMINISTRATION – HOTEL & TOURISM MANAGEMENT 2

THE FIREOUT MANUFACTURING STORY

From a humble partnership of Melvin Pascual and John Paul Victorino then known as Fire Out Manufacturing and Trading Company, Founded in May 18, 2015 with a starting capital of P5,000,000 has since become the top supplier and manufacturer of fire extinguisher and fire fighting equipment in Pasig area. It offers a top-of- the -line product and services along with outstanding customer service.
The company began with selling fire extinguishers before branching out to other fire fighting products and equipment, complete fire suppression systems and security systems.
Fire Out Manufacturing and Trading Company is a competitive provider of
Fire Protection and all Security Equipment for all types of Industries and
Businesses. Innovative approaches have become a must to stay afloat under rapidly changing yet unpredictable business environment. It is during these times that Fire
Out Manufacturing and Trading Company Engineering Solution, products, and services are needed most to equip industries and businesses with the kind empowerment required in order to survive.
To bring more quality products to its clients, Fire Out Manufacturing and
Trading Company import raw materials from other country.
For the past seven months Fire Out was established, It was then recognized as the top supplier and manufacturer in Pasig area. Today Fire Out Manufacturing and Trading Company has 500 Clients in Pasig City.

MASTER OF BUSINESS ADMINISTRATION – HOTEL & TOURISM MANAGEMENT 3

BACKGROUND OF THE STUDY

Fire Out Manufacturing and Trading Company are committed to safety and protection. They give full, hands-on-training on fire and safety basics and the use of products to clients. They conduct regular inspections and maintenance of the products and services avail.
Hence, in analysing their production and quality service of their products, the purpose of the study are (1) Service Delivery (2)Quality and Safety of the Products
(3) Level of Preference of said Clients in terms of usage.
Fire Out Manufacturing have invested in third party accreditation ISO 9001
– 2009 and BAFE industry specific schemes as below:

ISO 9001 Quality Assurance
We are third party audited by the British Standards Institute. This covers and audits the administration procedures within our business. The BSI is used in the fire industry because of the expertise of the auditors who work closely with BAFE.

British Approval for Fire Equipment BAFE

Widely acknowledged as the most prestigious association in the fire protection industry. Recognised

by

most

insurance

companies,

Fire

authorities

and

MASTER OF BUSINESS ADMINISTRATION – HOTEL & TOURISM MANAGEMENT 4

government bodies. Affiliated companies are monitored, must have and maintain
ISO 9001 Quality Assurance and be registered as a British Standard registered firm. BAFE is supported and endorsed by the following organisations















Association of British Insurers
British Standards Institution
Chief & Assistant Chief Fire Officers Association
Confederation of British Industry
Fire Industry Representatives
Fire Protection Association
Health & Safety Executive
Home Office
Institute of Building Control
Institute of Fire Engineers
Loss Prevention Certification Board
Trading Standards
Underwriters Laboratories
Department of Communities

British Standards Institute Registered Firm

BSI registered for the Contract Maintenance of Portable Fire Extinguishers. This confirms we have been independently checked and audited by the BSI for the quality of our extinguisher service procedures.

MASTER OF BUSINESS ADMINISTRATION – HOTEL & TOURISM MANAGEMENT 5

STATEMENT OF THE PROBLEM

This study sought to know the following objectives:
1. What is the demographic profile of the clients of Fire Out Extinguishers in terms of:
1.1.

Gender

1.2.

Age

1.3.

Occupation

1.4.

Type of Company

2. What is the level of confidence of the clients of Fire Out Extinguishers in terms of:
2.1

Service Delivery

2.2

Quality and Safety

2.3

Level of Preference

3. Is there a significant difference in the level of confidence of the clients of Fire
Out Extinguishers when grouped according to profile?
Null Hypothesis
There is no significant difference in the level of confidence of the clients of
Fire Out Extinguishers when grouped according to profile.

MASTER OF BUSINESS ADMINISTRATION – HOTEL & TOURISM MANAGEMENT 6

DEFINITION OF TERMS

I.

Fire extinguishers
A portable device that discharges a jet of water, foam, gas, or other material to extinguish fire.

II.

Types of Fire extinguishers
CLASS A: SOLIDS such as paper, wood, plastic etc.
CLASS B: FLAMMABLE LIQUIDS such as paraffin, petrol, oil etc.
CLASS C: FLAMMABLE GASES such as propane, butane, methane etc.
CLASS D: METALS such as aluminium, magnesium, titanium etc.
CLASS E: Fires involving ELECTRICAL APPARATUS
CLASS: COOKING OIL and FAT etc.

III.

Fire Alarm System
Number of devices working together to detect and warn people through the visual and audio appliances when smoke, fire, carbon monoxide or other emergencies are present.

IV.

Fire Sprinkler System
An active fire protection measure, consisting of a water supply system, providing adequate pressure and flow rate to a water distribution piping system, onto which fire sprinkler is connected.

MASTER OF BUSINESS ADMINISTRATION – HOTEL & TOURISM MANAGEMENT 7

V.

Emergency Light
A battery-backed lighting device that switches on automatically when a building experiences a power outage.

VI.

Fire Axe
A special type of axe used by fire fighters, typically featuring a pickedshaped pointed poll.

VII.

Fire Hose Reel
High-pressure hose that carries water or other fire retardant.

SCOPE AND LIMITATIONS
The researchers had only conducted a survey on the feedback of limited number of clients based in Pasig Area. Determining the satisfaction of the service provided and the product delivered, that by equipping the houses, industries and businesses with the right fire protection designs and apparatus would eradicate repetitive tragedy in our nation. A total of 100 respondents were surveyed in this study. MASTER OF BUSINESS ADMINISTRATION – HOTEL & TOURISM MANAGEMENT 8

CHAPTER 2
REVIEW OF THE RELATED LITERATURE AND STUDIES

The BFP set a strategic goal to reduce by 20 percent the rate of death caused by fire related incidents from the 1998 rate by 2013. Since the Commission’s inceptions, it has been investigating the causes of and damages resulting from residential fires. In recent years, The BFP has conducted a research into housing fires. This Background chapter contains information on relevant studies of past housing fires. Means of detecting and extinguishing these fires, and current attempts to prevent the fires through education and legislation, which will help in formulating recommendations to BFP on the issue of housing fire safety.
Causes of Fires, many causes of fires in residences have been identified, including defective or dangerous products and the condition of the building/house itself. Faulty electrical systems are an example of this. Other causes fires in housing are the results of human actions and behaviour, including the misuse of products, drug and alcohol use, and arson.
Building/House Condition is also faulty electrical systems and wiring.
Electrical fires are caused by problems in fixed wiring such as old wiring and faulty receptacles. Electrical systems should be routinely maintained to ensure that everything is in safe running condition.

MASTER OF BUSINESS ADMINISTRATION – HOTEL & TOURISM MANAGEMENT 9

Another potential fire hazard in housing residences is the growing popularity of rope-style lights and other forms of decorative lights. These types are commonly hung from walls and ceilings.
Fire Education can be characterized as making the public aware of fire dangers through training activities, in order to prevent fires, and foremost to save lives. Fire Legislation- There are numerous methods in which local government can create fire safety regulations to ensure the safety of occupants of various types of residences. These are accomplished through the means of fire codes, and through passing of bills in Congress to create incentives and provide funding for houses to modernize their fire suppression system.

MASTER OF BUSINESS ADMINISTRATION – HOTEL & TOURISM MANAGEMENT 10

CHAPTER 3
RESEARCH METHODOLOGY AND DESIGN

3.1 Methods
The researchers made use of descriptive method of quantitative research.
Frequency, weighted mean and percentage were used in interpreting the data. A survey questionnaire was also made and distributed to selected respondents.
3.2 Respondents of the study and Research Locale
The respondents of this study primarily had an interview with the Owner
/President Mr. Melvin Pascual and the part-owner / General Manager John Paul S.
Victorino of Fire-out Manufacturing Inc. along with her trusted Assistant and
Executive Secretary Ms. Kesia Karen and their Accountant Dolora G. Trinidad. The researchers also conducted the interview at 048 Evangelista street Santolan ,Pasig.
Around 100 randomly selected clients of Fire Out Manufacturing was asked to fill out a survey form to determine satisfaction level of their customers.

3.3 Research Instrument
The data and information were taken primarily from the questionnaire that the researchers prepared for their respondents to be able to gather enough data and information about Fire-out Manufacturing quality service and customer satisfaction in the production and delivery of Fire-out Manufacturing Fire Extinguishers & Fire

MASTER OF BUSINESS ADMINISTRATION – HOTEL & TOURISM MANAGEMENT 11

Safety Equipment standing in terms of Fire Safety Equipments and any future plans of the said company.
In order to determine the level of confidence of the clients of Fire Out extinguishers and terms of the aforementioned variables, a Likert Scale format was used. MASTER OF BUSINESS ADMINISTRATION – HOTEL & TOURISM MANAGEMENT 12

CHAPTER 4
INTERPRETATION OF DATA ANALYSIS
DEMOGRAPHIC PROFILE
Table 1 shows the demographic profile of the respondents in terms of gender. Based on the results of the study, majority are male with a frequency of 57 and of course followed by female with a frequency of 43.
Table 1. Gender of the Respondents
GENDER

FREQUENCY

PERCENTAGE

MALE

57

57%

FEMALE

43

43%

TOTAL

100

100%

In terms of age, table 2 shows that majority of the respondents are in the age range of 31 to 35 with a percentage of 48% followed by 18-25 at 23%, 26-30 at 17% and
35 above at 12% respectively.
Table 2. Age of the Respondents
AGE

FREQUENCY

PERCENTAGE

18 – 25

23

23%

26 – 30

17

17%

31-35

48

48%

35 above

12

12%

TOTAL

100

100%

MASTER OF BUSINESS ADMINISTRATION – HOTEL & TOURISM MANAGEMENT 13

In terms of occupation, table 3 shows the occupation of the respondents. Majority of the respondents are Rank and File employees with 45% followed by Supervisors at
24% , Managers at 18% and CEO at 13% respectively.

Table 3. Occupation of the Respondents
OCCUPATION

FREQUENCY

PERCENTAGE

Rank and File

45

45%

Supervisor

24

24%

Manager

18

18%

CEO

13

13%

TOTAL

100

100%

Table 4 shows the type of company of the respondents. Majority of the respondents are from the Corporate or company firms at 61% followed by BPO industries at
17% , then Pharmaceutical companies at 12%, and Others at 10% respectively.
Table 4. Type of Company
TYPE OF COMPANY

FREQUENCY

PERCENTAGE

BPO

17

17%

Pharmaceutical

12

12%

Corporate

61

61%

Others

10

10%

TOTAL

100

100%

MASTER OF BUSINESS ADMINISTRATION – HOTEL & TOURISM MANAGEMENT 14

SUMMARY OF THE LEVEL OF CONFIDENCE OF THE CLIENTS

Based from the results of the study, majority of the respondents have strongly high level of confidence with Fire Out’s service delivery, quality and safety and level of preference. Table 5. Summary of the Level of Confidence of the Respondents
ITEM

OVERALL WEIGHTED
MEAN

VERBAL
INTERPRETATION

Service Delivery

4.68

STRONGLY HIGH

Quality and Safety

4.91

STRONGLY HIGH

Level of Preference

4.87

STRONGLY HIGH

SIGNIFICANT DIFFERENCE
In summary, there is no significant difference in the level of confidence of the clients of Fire Out Extinguishers when grouped according to profile.
ITEM

TOOL

P value*

Interpretation

Gender

T-TEST

0.87

Accept Ho

Age

ANOVA

0.54

Accept Ho

Occupation

ANOVA

0.21

Accept Ho

Type of Company

ANOVA

0.18

Accept Ho

*p>0.05 = critical value

MASTER OF BUSINESS ADMINISTRATION – HOTEL & TOURISM MANAGEMENT 15

CHAPTER 5
CONCLUSION & RECOMMENDATION

Quality service is a key element of a successful business. But many businesses struggle to improve service and retain their customers. For Fire Out Manufacturing, being a very young company, they were able to meet and delivery customer satisfaction for their products and services.
They incorporated a system in their company wherein quality of service is the utmost priority and keeping an after sales service.

A bad experience can drive a customer away for years. The

researchers then recommend that Fire Out Manufacturing keep and maintain these and apply some methods to further improve their business. We have outlined at least five (5) method to sustain quality service of the business, from having clearly defined and measured service goals and motivating your employees, to using customer feedback and updating your service tools to better serve your customers. 1
Invest in service training, rather than a quality control department.
Investing in training that trains all workers at all levels, rather than solely in a quality control department, will let your workers know they have a responsibility for providing quality service, no matter their role in the company. Fire Out manufacturers keep a pool of qualified consultants in the field of Fire Safety, it’s one of their strong assets. By updating them of the latest equipment and standards it will keep your business and serve the customers well.

MASTER OF BUSINESS ADMINISTRATION – HOTEL & TOURISM MANAGEMENT 16

2
Tie your employee’s actions to the business’s overall performance.

Train the employees and agents of Fire Out manufacturing to commit to providing the best service possible to customers . This means showing your employees that what they do every day in the workplace has a big effect on customer happiness and the bottom line. Tying individual behavior to a larger system will give your employees a sense of how important it is that they practice good quality service every day.

3
Give your employees service quality goals. These goals should be challenging, but attainable. Research on goal setting has shown that setting specific and challenging goals leads to higher levels of employee performance. Focus on specific goals like proper installation, and apply 5’s in their workplace. Since Fire Out
Manufacturing caters to highly sensitive equipment.
Keep

in

mind

to

recognize

and

reward

improvements

in

employee

performance. Motivate your employees by acknowledging their accomplishments and their ability to reach or even surpass customer service goals. Either to provide financial reward such as improving their finances, give them extra hours if they request, more affordable healthcare options or non-financial reward such as

MASTER OF BUSINESS ADMINISTRATION – HOTEL & TOURISM MANAGEMENT 17

plaques, certificates, company merchandise, gift certificates or any complimentary products. 4
Teach your employees to overcompensate for any issues or complaints.
This is how to attain customer service that goes “above and beyond.” Every customer should leave your store or workplace happy. Even if you or a staff member makes a mistake, the customer should still be satisfied. Do not act defensive or accuse the customer of making a mistake. Listen patiently to the customer’s complaint and offer your sincere apologies. Then, explain how you are going to solve the service issue for the customer. The most polite employee in the world will not make up for incompetence or an inability to solve a customer’s issue.

.

5
Listen to feedback from your employees. Your employees can provide valuable insights into possible improvements to your existing approach to quality service.
Paying attention to their feedback also shows you care about what they have to say and take their opinion seriously. Always maintain open channel of communication with the employees and agents..

MASTER OF BUSINESS ADMINISTRATION – HOTEL & TOURISM MANAGEMENT 18

REFERENCES:
FIRE CODE OF THE PHILIPPINES 2008 IRR-BFP
FIRE CODE OF THE PHILIPPINES RA 9514
FIRE SAFETY ENFORCEMENT MANUAL 2012 EDITION
Drucker, Peter (1985). Innovation and entrepreneurship. Harper & Row. ISBN 978-006-091360-1.
Motorola University. "What is Six Sigma?". Motorola, Inc. Retrieved 2008-07-20.
Crosby, Philip (1979). Quality is Free. New York: McGraw-Hill. ISBN 0-07-014512-1.

MASTER OF BUSINESS ADMINISTRATION – HOTEL & TOURISM MANAGEMENT 19

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...One of the first schools of management, the classical management theory, developed during the Industrial Revolution when new problems related to the factory system began to appear. Managers were unsure of how to train employees. A large amount of the non-English speaking immigrants or dealing with increased labor dissatisfaction caused managers to test solutions. According to Plunkett, Attner & Allen (2008) “The classical management focused on finding the “one best way” to perform and manage tasks” (p.38). This school of thought is made up of two branches: classical scientific and classical administrative. The scientific branch arose because of the need to increase efficiency and productivity. The emphasis was on trying to find the best way to get the most work done by examining how the work process was actually accomplished and by paying close attention to the skills of the workforce. The classical scientific school got its roots to several contributors, including Frederick Taylor, Henry Gantt, and Frank and Lillian Gilbreth. Whereas scientific management focused on the productivity of the certain individuals, the classical administrative approach emphasizes on the total organization. The emphasis is on the development of managerial principles rather than work methods. Contributors to this school of thought include: Henri Fayol, Max Weber, Mary Parker Follett, and Chester I. Barnard. During World War II, mathematicians, physicists, and others joined together to solve...

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Management

...2.4 The Environmental Management System (EMS) application in the related industries. How it can improve the environmental performance of business? Example. 2.4.1 THE ENVIRONMENTAL MANAGEMENT SYSTEM (EMS) Definition: the environmental management system (EMS) refer to one part of the comprehensive management system that relate to organizational structure, planning activities and documented manner, it includes planning, implementation, checking, management review and environmental policy. An environmental management system (EMS) 1. It is environmental performance improving tool. 2. It is effective way to manage organizational companies. 3. Manage organizations to solve environmental problems, like allocation of resources, assignment of responsibility and ongoing evaluation of practices, procedures and processes. 4. Manage the long-term or short-term environmental impact of products service and processes for organizations. 5. Continual improvement is emphasis. EMS Model Plan Act Do Check Step 1: plan (planning) Definition: planning is a way of establish objectives and processes requirement. In order to implement ISO 14001, the first step is suggestion, to help to classify all the current or future operation elements. It includes environmental aspects, compliance, objectives and targets, environmental management programs (EMP). Business firms should plan for environmental protection. They need to plan their current operation or even future operation. The...

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Management

...Management is universal in the modern industrial world. Every industrial organization requires the making of decisions, the coordinating of activities, the handling of people, and the evaluation of performance directed toward group objectives. In addition, our society simply could not exist as we know it today or improve its present status without a steady stream of managers to guide its organization. Peter Drucker makes this same point in stating that effective management is quickly becoming the main resource of developed counties and the most needed resource of developing ones (Certo, 1986). In short, management is very important to our world. Then, what is management? This essay will discuss this topic as following. It has to be recognized that the definitions of management are extremely broad. Harbison and Myers (1959) offered a concept for emphasizing a broader scope for the viewpoint of management. They observe management as an economic resource, a system of authority, and a class or elite from the view of the economist, a specialist in administration and organization, and sociologist respectively. Henri Fayol, “the father of modern management theory,” formulated fourteen principles of management. Hugo Munsterberg applied psychology to industry and management. Max Weber is known for his theory of bureaucracy. Vilfredo Pareto is considered “the father of the social systems approach.” Elton Mayo and F.J. Roethlisberger became famous through their studies of the impact...

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