7-Eleven Philippines

Company’s Policies

Below are policies which support PSC’s aim to strengthen practices of good corporate governance within the organization.

Board Diversity

PSC embraces board diversity in terms of age, gender, culture and religion. As a matter of practice, there are 2 female directors and the directors of PSC have diversified business experiences in retail, finance, accounting, investment, banking, property, IT & communications.

Dividend Policy

PSC considers the benefit of its shareholders as one of its priority management policies. It aims to sustain revenue stream and progressive growth to further enhance shareholder value. PSC shall continue to return capital to shareholders through a sustainable dividend policy. Effective 2015, the Company intends to pay at least 20% of annual net profits by way of cash dividends. This considers future capital requirements and potential growth opportunities. The Board regularly reviews the dividend policy, including the frequency of distribution, taking into account all of the above.

Business Conduct or Ethics

Whistle-blowing (effective Oct. 1, 2013) – The policy applies to all employees of PSC and its subsidiaries, service providers and suppliers, their agents and employees. It encourages the use of PSC’s internal mechanisms for reporting whistle-blowing matters in a responsible and effective manner. The main objective of the Whistleblowing Policy is to establish the proper channel for reporting of violations of the Code of Conduct and Business Ethics and other related policies and procedures. An independent committee known as the Committee on Conduct is tasked to handle reports of such violations.

Illegal/unethical conduct shall be reported in writing either anonymously or otherwise depending on the whistleblower’s discretion. Modes of reporting can be through a letter, e-mail or other means established by the company. All reports are treated with utmost confidentiality. To report an incident any person may access the PSC Website and accomplish the form in the link below http://form.jotform.me/form/51722732610447 . The Committee on Conduct shall review the report of the whistleblower and shall evaluate the merits of the complaint according to circumstances, time of reporting, evidence, violation of procedure and policy. The whistle-blower shall be informed of the decision of the Committee. Appropriate action shall be taken against the persons found to have committed any illegal/unethical conduct. PSC provides appropriate protection from retaliation as provided in this policy and in the PSC’s Employee’s Handbook.

Insider Trading (Trading Block-outs) (effective January 1, 2013) – Policy restricts the trading of shares by PSC directors, executives, officers and employees who possessed material non-public information from taking advantage of the same, to the damage of the Company and the investing public. Covered persons are prohibited from trading within five (5) trading days before and within three (3) trading days after the submission of structured and non-structured disclosures. Any transaction involving corporate shares done must be reported to the Corporate Secretary within three (3) calendar days from the trading day.

Conflict of Interest (effective August 1, 2011) –To safeguard transparency and fairness in all its corporate dealings and at the same time to see to it that all transactions uphold the best interest of the Company, all employees are required to dissociate themselves from any engagements that may compromise the company’s interest and should there be any appearance of conflicting interest, to disclose the same to proper authorities in the Company.

Anti-Corruption Programs and Procedures- PSC’s Code of Business Conduct and Ethics was drafted to strengthen its commitment towards Corporate Governance and to provide a thorough guidelines for actions of employees. In this regard, it developed policies on the following to uphold ethics in business dealings and transactions: 1. Limitations on Participation in Company Sales Promotion, 2) Conflict of Interest ,3) Employment, Placement and Transfer of Relatives, 4) Foreign and Local Business Travel, 5) Employee Promotion for Section Managers and Above & 6) Whistle-Blowing. With these policies set in place, employee are informed and required to follow the rules and regulations both from the government and from the company and to steer clear from any covert or overt acts of bribery. They are also advised to avoid solicitation and acceptance of gifts of high value (usually Php 2000 up) from business partners and/or suppliers. Rules and guidelines in granting travel allowance and/or reimbursement of expenses incurred for official business trips made locally or abroad are also provided. Promotion of employees to Section Managers and above are also standardized. In addition, a Whistle Blowing Policy was set up to provide channels for reporting of violations of the Code of Conduct and Business Ethics and the mechanism for its investigation and appropriate action. PSC is also a signatory to the Integrity Pact and a participant in Integrity Summit Fora.

Related Party Transactions (effective November 1, 2004) – Policy on RPTs ensures that all company dealings are done at arms’ length basis, that is, these transactions are priced in such a manner similar to what independent parties would normally agree. All transactions involving related parties require disclosure in the audited financial statement. On the other hand, all related suppliers are mandated to undergo accreditation and approval by the Purchasing Committee. The Audit Committee, chaired by an Independent Director, assists the Board in reviewing RPTs to make sure that they are consummated with only the best interest of the Company in mind.

Policy and Data Relating to Health, Safety and Welfare of Employees – We value our employees and their contribution to achieving the corporate objectives. We respect their rights to self-organization, safe working conditions and work-life balance. Compensation and incentives are determined on the basis of annual performance and achievement of targets. Training and development programs are regularly provided across all levels. Employee satisfaction survey for all position levels are being conducted annually.

The company had a manpower complement of 6,115 personnel, 1,298 of whom are regular employees, 261 contractual/probationary and 4,556 cooperative members to augment temporary needs during peak hours or season in the stores and the support services units. There is no existing labor union in the company and collective bargaining agreement. There is a PSC Employees Council which communicates to management the employees concerns. There has been no strike or threat to strike from the employees for the past three years.

The Company has a Retirement Benefit Plan which aims to provide, through a retirement fund, for the payment of retirement, disability, death or separation benefits to its employees or their beneficiaries as the case may be. Further, in accordance with employees’ benefits program, the Company provides health and life insurance coverage, wellness program, and work leaves under the law and company policies. The company provides all regular employees with Health Insurance where they are eligible for in-patient care, out-patient care, emergency care, dental care, surgical procedures and other sophisticated procedures and maternity benefits. This is in addition to mandated SSS and PhilHealth benefits. The company also provides subsidized vaccinations. Employees are also covered with Group Life and Accident Insurance Plan which serves as protection in case of death, whether natural cause or accident, and dismemberment. Wellness program are also provided to the employees to further improve health and fitness among them thereby increasing productivity in the workplace such as gym/exercise programs for qualified employees and zumba classes. Employee programs are also provided such as Family Day, Team Building Programs and, Annual Sports Fest. The company also provides Sodexho Meal & 7-Eleven Gift Cerficates as additional company benefits and has tie-ups with local banks for loan assistance to regular employees. To further promote employees’ excellence, productivity as well as growth, Top Performing Employees of the Year are chosen and recognized annually. Service award is given to employees as recognition of their unselfish dedication, hard work and loyalty over the years (5 yrs., 10 yrs., 15 yrs., 20 yrs., 25 yrs.) and a monetary award is also given to those employees depending on their length of service.

Recognizing the need of employees for growth, training and development programs are regularly provided by PSC across all levels. For Senior Management and Officers, the company conducts a Leadership Academy & Mentor’s Leadership Training Program with the objective in line with the Company’s succession planning program. In-house trainings on skills, products, basic negotiation, change management, retailer initiative and standard operating procedure are also provided by the Company to employees with specialist and execution level. These are offered quarterly, every two months or at least twice a year. In-house trainings are designed to augment and develop the employee skills and competencies. Below is the list, schedule and the number of participants of 2015 trainings.

TRAININGS CONDUCTED SCHEDULE # OF PARTICIPANTS
A. Execution Level
1. Skills Training for Operations Management Trainee Program (OMTP) Monthly 1,307 1
2. Product Training As requested 327
B. Specialist Level
1. Area Manager Training Program Quarterly 87
2. Leadership Training 3 courses / As scheduled 415
3. Basic Negotiation Skills Quarterly 70
4. Training the Trainers Every 2 months 59
5. Change Management Annual 20
6. Retailer Initiative Quarterly 119
7. Standard Operating Procedure Refresher As scheduled 45
8. New Employee Training Program (NETP) As necessary 10
9. Trade Show Twice a year 96

To know more about our in-house trainings and wellness programs for employees, visit the following links:

In-house trainings
Employee Welfare Program

Safeguarding Creditor’s Rights

Reportorial Compliance (effective January 1, 2014)  Seeks to ensure that reportorial compliance reports required by the Securities and Exchange Commission, Philippine Stock Exchange (PSE) and other regulatory agencies are submitted on time for eventual disclosure for the benefit of the investing public. It establishes among others a mechanism for close coordination between concerned departments in the preparation, publication and submission of the said reports and other disclosures of vital corporate information.

Suppliers/Contractors Selection Practice

Accrediting Suppliers of Non-Trade Goods and Services – By requiring suppliers to undergo a stringent accreditation process, PSC strives to ensure that non-trade goods and services to be purchased or used are of good quality yet geared towards cost reduction efforts of the Company. Quality of the goods and services, pricing and trading terms, payment conditions, and distribution channels are some of the criteria set by this policy for accreditation of suppliers.

Those undergoing the accreditation process must also maintain the same standard and quality of non-trade goods and services they will provide throughout the duration of the accreditation process. Accreditation is valid for one (1) year from date of acceptance; thereafter supplier/s may file for re-accreditation.

Food Suppliers Processing Plant Evaluation and Accreditation (effective November 15, 2004) – As a retailer, we strive to provide fresh and quality food. This policy achieves this by subjecting all suppliers to regular inspection by 7-Eleven buyer/merchandiser Manager and a quality control specialist. A supplier’s processing plant is evaluated based on standard requirements and criteria such as good manufacturing practices, sanitation, and product quality control.

Guidelines on Food Processing Plant Audit for 7-Eleven Inspectors (effective November 15, 2004) – provides for the sanitary requirements, food standards and quality control procedures for food processing plant suppliers.

Customer’s Welfare

PSC remains committed in providing excellent customer service in all of its business endeavors.  This commitment is embodied in one of PSC’s core values which is to be “Customer-Focused”.

Following this mandate, the Corporation strives to put its customers first. To support this policy, PSC constantly increases and improves the assortment and quality of its products. For 2014, PSC introduced Chef Creations Meal by Chef Claude Tayag, Japanese Rice Snacks and Soft Bites among others.

PSC also regularly takes part of the Guest Experience Monitoring (GEM), an initiative of Seven-Eleven, Inc. (SEI) where a third-party evaluates PSC and conducts a “mystery shopper” survey. PSC and other 7-Eleven stores are evaluated and receive ratings based on different criteria including Customer Service. For 2014, PSC received a 92.34 overall rating which is significantly higher than the overall score of 82.27 of its counterparts.

PSC’s efforts to improve its customer service did not go unnoticed. In 2010, 83 PSC Stores in the National Capital Region (NCR) became the recipient of the Department of Trade & Industry’s (DTI) Golden Seal “Bagwis” Awards. DTI Bagwis is a “Certified Establishment Program (Bagwis Awards) that aims to promote and foster the highest level of business ethics and uphold a fair and honest marketplace through voluntary self-regulation and service excellence.

To attain customer satisfaction, the Corporation also improves its processes and customer service with the creation of different programs such as the 7-Eleven Everyday Reward Cards, variance of Breakfast Combo meals and collectible items upon reaching rewards points. This year, to enhance rewards cards experience for customers , PSC made available the 7-Eleven Rewards Smartphone Applications for android and IOS which customers may download for free and use to redeem their points and get their rewards.

The Corporation also has an existing customer care hotline and a dedicated e-mail customercare@7-eleven.com.ph for customer complaints, concerns and feedback. It also continues to monitor its social media accounts for any feedback regarding its products and services.

Rendering Customer Service (effective April 1, 2003) – requires all store employees to provide customer service based on the standards set in the store operations manual. The policy provides for sanction and disciplinary actions in case an employee does not comply with the requirements in the manual.

The policies briefly described above are available for viewing and downloading through PSC’s intranet portal. 

Practices

PSC provides new directors with copies of PSC CG Manual, corporate documents and information, and policies. It conducts a business overview and provides exposure tour of 7-11 stores and trade check of other retail business formats. It also provides recent trade analysis or industry benchmarkings together with recent industry surveys. This is in addition to the CG training required each year by the SEC. The outline of this program can be viewed here:

Orientation Program for New Directors

Furthermore, PSC also provides continuing education on Corporate Governance (CG). Over the years, the board of directors and key officers have attended several CG trainings.

Below is a table containing the list of CG trainings our BOD has attended:

Recognition and Awards

PSC, together with its subsidiaries and key officers, has received recognition for its good governance practices. We view these awards as a reminder of our responsibility to our stakeholders to sustain the company’s growth and to further develop our governance practices guided by the principles of fairness, accountability, integrity and transparency.

Corporate Awards

Corporate Governance


Institute of Corporate Directors 

2011

  • Silver Awardee – Corporate Governance Scorecard

Franchise


Entrepreneur Philippines

2013

  • Top 5 Outstanding Franchise Companies
  • Fastest Growing Franchise
  • Best in Franchise Support

2011

  • Hall of Fame

2010

  • Best Foreign Franchise
  • Fastest Growing Franchise
  • Best in Franchise Support

2009

  • Best Foreign Franchise
  • Most Promising Franchise and Fastest Growing  Franchise

2008

  • Best Foreign Franchise and Best in Franchising Support

2006

  • Best Foreign Franchise

2005

  • Best Foreign Franchise

Philippine Franchise Association  

2013

  • Franchise Excellence Award

2008

  • Franchise Excellence Award
  • Franchise Marketing Campaign of the Year

2006

  • International Franchise of the Year

Marketing

2011

  • Digital Filipino – Social Media/ Location Base Category Winner (7-Elections)

2010

  • Department of Trade & Industry (DTI) Gold BAGWIS – 83 stores
  • Philippine Quill AwardsCreative Communication Award (7-Elections)
  • Advertising Foundation of the Philippines Gintong Haligi Award for Social Marketing (7-Elections)

Corporate Social Responsibility – Philseven Foundation, Inc. (PFI)

2013

  • Department of Social Welfare and Development -“PaNata Ko sa Bayan” (PANATA) Award – Best Volunteer.

To learn more about this award, visit the PFI website:

Recognition of Key Officers 


Vicente T. Paterno, Chairman of the Board

2013

  • Ramon V. del Rosario, Sr. (RVR) Center for Corporate Social Responsibility Award for Nation Building

Jose Victor Paterno, President & CEO


2013

  • CEO Excel Awards by International Association of Business Communicators (IABC)

2012

  • Master Entrepreneur, Entrepreneur of the Year 2012 by Ernst & Young

2011

  • Nominee, 10th Asia Business Leaders Awards by CNBC Asia