I.

Organizational Profile

BDO is a full-service universal bank in the Philippines. It provides

a complete array of industry-leading products and services including
Lending (corporate, middle market, SME, and consumer), Deposittaking, Foreign Exchange, Brokering, Trust and Investments, Credit
Cards, Corporate Cash Management and Remittances in the
Philippines. Through its local subsidiaries, the Bank offers Leasing and
Financing, Investment Banking, Private Banking, Rural Banking,
Bancassurance, Insurance Brokerage and Stock Brokerage services.
BDOs institutional strengths and value-added products and
services hold the key to its successful business relationships with
customers. On the front line, its branches remain at the forefront of
setting high standards as a sales and service-oriented, customerfocused force. BDO has one of the largest distribution networks, with
more than 1,000 operating branches and over 3,000 ATMs nationwide
(including One Network Bank).
Through selective acquisitions and organic growth, BDO has
positioned itself for increased balance sheet strength and continuing
expansion into new markets. As of 30 September 2015, BDO is the
countrys largest bank in terms of total resources, customer loans, total
deposits, and assets under management.
BDO is a member of the SM Group, one of the countrys largest
and most successful conglomerates with businesses spanning between
retail, mall operations, property development (residential, commercial,
resorts/hotel), and financial services. Although part of a conglomerate,
BDOs day-to-day operations are handled by a team of professional
managers and bank officers. Further, the Bank has one of the
industrys strongest Board of Directors composed of professionals with
extensive experience in various fields that include banking,
accounting, finance, law, bank regulations and risk management,
strategy formulation and merchandise marketing.
CORE VALUES
Commitment to Customers

We are committed to deliver products and services that

surpass customer expectations in value and every aspect of
customer services, while remaining to be prudent and
trustworthy stewards of their wealth.
Commitment to a Dynamic and Efficient Organization
We are committed to creating an organization that is
flexible, responds, to change and encourages innovation and
creativity. We are committed to the process of continuous
improvement in everything we do.
Commitment to Employees
We are committed to our employees growth and
development and we will nurture them in an environment where
excellence,
integrity,
teamwork,
professionalism
and
performance are valued above all else.
Commitment to Shareholders
We are committed to provide our shareholders with
superior returns over the long term.
CORPORATE MISSION
To be the preferred bank in every market we serve by
consistently providing innovative products and flawless delivery
of services, proactively reinventing ourselves to meet market
demands, creating shareholders value through superior returns,
cultivating in our people a sense of pride and ownership, and
striving to be always better than what we are today tomorrow.

II.

The Criterias for Performance Excellence

1.

Leadership (120 pts.)

SCORE: 90%
1.1.

Senior Leadership GRADE: 60 pts

A. Vision, Values and Mission
The senior leaders set the organizations
vision and values to the workforce by giving importance to
good corporate governance. They are committed to

support and uphold the interests of all stakeholders in

managing its business for the sake of keeping up its solid
reputation to the public. Moreover, the senior leaders
emphasize on the organizations values and mission. The
senior leaders respects the inherent rights and recognizes
the roles of various stakeholders, puts very high value to
its human resources, supports the compliance with the
spirit, not just the letter, of the laws and regulations of the
jurisdictions it operates and is committed to provide its
investors and other stakeholders full transparency.
The senior leaders actions demonstrate
their commitment to legal and ethical behavior by strictly
following and implementing the companys code of
conduct and business ethics. The senior leaders believe
that engaging in right conduct and ethical behavior
stimulates and boosts the confidence of all their
stakeholders.
The senior leaders action can build an
organization that is successful now and in the future by
establishing different practices for the protection, fair
treatment and dealings with all stakeholders. It is fully
committed to its corporate mission to be the preferred
company in every market it serves by consistently
providing cutting edge products and seamless delivery
services, proactively reinventing itself to meet market
demands, creating shareholders value through superior
returns, giving importance to the betterment of its
employees and maintaining active involvement in the
community it serves. For example, they launched the BDO
Volunteer Program. This program is associated to the
mission and core values of the company which intends to
promote volunteerism as a BDO lifestyle. The BDO
Volunteer Program is divided into four basic activities: BDO
Speakers Bureau, for conducting lecture series; BDO Skills
Trainers, for facilitating arts and crafts training sessions;
BDO Community Builders, for assistance in developing
communities, and; BDO Fund Raisers for assistance in
fundraising to support the Foundations initiatives. The
senior leaders also give attention to its employees by
providing a workplace free from discrimination and all

forms of physical, sexual and psychological abuse including

harassment, bullying and intimidation, providing various inhouse programs such as orientation program for new hires,
job specific training courses and officers development
programs to enhance the knowledge, working skills and
managerial ability of its employees and
maintain a
positive, harmonious and professional work environment
with due importance accorded to occupational health and
safety
of
the
employees
and
related
external
constituencies.
B. Communication and Organizational Performance
The Company uses a multi-pronged
communications strategy handled by specific units to
promote transparency and actively engage with its various
stakeholders, as well as increase awareness and visibility
about the Company. Communication with the core
audience is handled by the following: Investor Relations
and Corporate Planning (IR and Corplan) for institutional
investors and analysts; and the Corporate Secretarys
office (CorSec) for retail investors and other shareholders;
and both IR and CorSec for the Board members and key
management. Also, communications requiring media
involvement are done in conjunction with the Companys
Corporate Communications Group (MCG).
BDO has a facebook page where they
post updates and where customers can leave messages
and questions as well as a customer hotline. For
employees, the senior leaders sends email notification to
employees regarding training and development programs
1.2.
Governance and Societal Governance GRADE: 48
a. Organizational Governance
- The organizational governance of BDO is fixed on five
basic principles which are accountability, fairness, integrity,
transparency and performance. This is how they ensure
responsible governance. They believe that effective governance
is a joint effort of its directors, officers and staff and so, this
philosophy is greatly embedded in their culture. As such, the
Bank maintains the highest standards of ethical behavior and
responsible conduct of business as it secures the interests of and
generates value for its shareholders.

- The company reviews and achieves the key aspects

of their governance system by:
establishing and disclosing a clear policy
statement that articulates the companys recognition and
protection of the rights and interests of key stakeholders
specifically its employees, suppliers and customers,
creditors, as well as the community, environment and
other key stakeholder groups.
establishing
a
well-structured
and
functioning board ( have written manuals,guidelines and
issuances that outline procedures and processes, the
Chairman and CEO positions should be held separately by
individuals who are not related to one another, have a
formal board and director development program, etc.)
maintaining a robust internal audit and
control system (establish the internal audit function as a
separate unit in the company which would be overseen at
the Board level, have a comprehensive enterprise-wide
compliance program that is annually reviewed, etc.
Ensuring the integrity of the financial
reports as well as its external auditing function (external
auditor should be credible and competent, have the board
audit committee approve all non-profit services conducted
by the external auditor, etc.)
Adopting
and
implementing
an
internationally-accepted disclosure and transparency
regime (have written policies and procedures designed to
ensure compliance with the PSE and SEC disclosure rules,
discloses its director and executive compensation policy,
discloses the existence, justification and details on
shareholders agreements and such other agreements that
may impact the company
- The company evaluates the performance of its senior
leaders by having a Corporate Governance Committee. They
conduct the performance self-evaluation of the Board of
Directors, its committees, executive management and peer
evaluation of directors by using enhanced assessment
questionnaires to measure their effectiveness. They adopted and
implemented A Group Governance Oversight Framework to
ensure compliance with established governance policies and
practices.

b. Legal and Ethical Behavior

- The company anticipates and addresses public
concern with their products and operations by having clear
policies that guide the company in its dealing with its suppliers,
customers, creditors, analysts, market intermediaries and other
market participants and recognizing and managing the risks of
their enterprise. BDO has a board that oversees the companys
risk management function. It also has a formal risk management
policy as well as a unit in the management level, headed by a
risk management officer. When competence is not available
internally, they seek external technical support.
- The Bank commits to the highest ethical standards
by strictly implementing the BDO Unibank Code of Conduct that
outlines the principles and policies governing the activities of the
institution, its directors, officers and employees.
c. Societal Responsibilities
- The Bank carries out its corporate social
responsibility through the BDO Foundation, a non-stock, nonprofit organization that promotes initiatives based on the Banks
long standing record of support to social development. The
Banks corporate social responsibility focuses on the theme
Building dreams for others, rebuilding lives as it undertakes
rehabilitation
of
communities
hard
hit
by
natural
calamities/disasters. The Banks activities focus on the following:
disaster response/relief operations, education (school buildings),
shelter (resettlement housing), health (rural health centers) and
livelihood. The BDO Foundation actively promotes volunteerism
among its employees who help out in the Foundations various
activities that include, among others, community building,
livelihood/skills training, fundraising, and environmental/green
initiatives. Through these, the Bank hopes that it is able to give
back to society and make a positive contribution to the broader
community it serves.
- BDO has a Social and Environment Management
Systems (SEMS) Policy in place that requires the risk
categorization of all corporate borrowing accounts according to
their social and environmental impact. The SEMS Policy also has
an Exclusion List which disallows or prohibits the Bank from
lending to specific business/industries deemed to have adverse
or harmful effects to the community and the environment. The

Banks SEMS Policy is in line with IFC (International Finance

Corporation) performance standards.
2.

Strategy (85 Points)

Score: 94.12%
2.1 Strategy Development GRADE: 45 Pts
a. Strategy Development Process
- The company conducts its strategic planning by recognizing the
situation analysis, values and principles, vision and mission,
goals, objectives, its products/services, including their clients,
competitive advantages, and also the performance measure of
their company. Which will be processed by Marketing, Operation,
Human Resource, and the Financial Capital and Operating
Budget.
- The strategy development process stimulates the bank to
innovation by diversified and sustainable earnings stream,
where they will continue to pursue focused loan growth to
achieve a more balanced loan portfolio and more effectively
manage its concentration risk. Even though they believe they
already maintain its diversified loan portfolio across various
market segments. In addition, to minimize the volatility of the
bank's income sources and its risks, they gradually build a noninterest earning. Next key strategic opportunity is the expanding
distribution network to improve access to customers and reduce
its funding costs. Lastly, the complementing of organic growth
with acquisitions, to complement its organic growth and branch
expansion, the bank intends to consider opportunities for
strategic acquisitions and mergers as they arise to further
expand its market coverage. But due to some BSP regulations
and restrictions, they intend to focus on potential acquisitions
on an opportunistic basis as an alternative means by expanding
its coverage.
- The bank collect and analyze the relevant data by implementing
a prudent and effective risk management culture while also
maintaining a strong capital positions, and balance sheet. They
adopted a conservative provisioning strategy to create a buffer
to insulate the bank against any downturns in the financial
sector or in the domestic economies. Also, they intend to
actively reduce its non-performing assets through various
methods
that
includes
joint
property
development,

broker/employee network, and attractive payment and pricing

terms.
b. Strategic Objectives
- The bank continues to build on its strong business franchise to
maintain leadership positions across most business lines, as well
as further strengthen its capabilities to support future growth and
actively respond to strategic opportunities and market
challenges. Over the long-term, it aims to be the preferred bank
in every market its serves and create shareholder value through
superior returns.
- The bank seeks to continue to grow its diversified and sustainable
earnings stream generated from its core lending and depositgenerating activities, accrual and trading income from its
investment portfolio and fee income from the service-based
businesses. It will continue to pursue focused loan growth to
achieve a more balanced loan portfolio and more effectively
manage its concentration risk. Next, the bank will continue to
expand its distribution network to improve access to customer
and reduce funding costs. Also, they continue to implement a
prudent and effective risk management culture while also
seeking to maintain a strong capital position, high asset quality
and a healthy balance sheet. Lastly,
to
further
develop
operating systems, branch infrastructure, and advertising efforts,
with these, the bank intends to continue to make strategic
investments in increasing productive capacity to maintain its
strong and modern operating infrastructure, that will lead to a
more easily accommodated future growth.
2.2 Strategy Implementation GRADE: 35
a. Action Plan Development and Deployment
BDO develops their action plans by:
Improving their audit quality
Focusing on the accountability as this includes the
impacts for poor audit quality.
Stretching the bank's branch network to cover all
major cities in the Philippines.
Determining the feedback expectations to their
customers.
Diversifying business model with products and
services catering to the changing needs of Filipino customers.

To ensure that the BDO's financial and other resources are

available to support the achievement of their action plans while
meeting the current obligations, diversifying their earnings stream
generated from its investment portfolio and fee income will help the
bank to seek to more efficiently manage its resources, such as
securities portfolio, to maximize both accrual and trading income
BDO will support its short- and long-term strategic objectives and
action plans by continuing to expand its distribution network to a
better access to its customers. Through the expansion of its branch,
the bank intends to continue its business model of offering one-stop
banking services, where customers can avail of a host of lending,
deposit, investment products, and other financial services including
access to a wide range of loan products, foreign exchange, insurance
and trust services.

3. Customers (85 pts.)

SCORE: 97.6%
3.1 Voice of the Customer GRADE: 38 pts
a. Customer Listening
- They have completed a major upgrade of its contact
center infrastructure with Aspect Software for customer service
and automation of core processes for better management of
customer
communications.
Thus,
improvement
of
communication makes the company more reliable and at reach
of the customers. They practice to be proactive and continuously
innovative so that they can capture the stated, unstated and
anticipated customer requirements, expectations, and desires.
b. Determination of Customer Satisfaction and Engagement
- BDO uses surveys, formal and informal feedback,
customer account histories, field reports, and complaints to
determine customer satisfaction and dissatisfaction. When they
determine these data, the key is their employees. BDO uses their
employee as an asset that can leverage the company by
boosting the brand loyalty. Training them to be a better
employee that will face the customers with right knowledge and
attitude.
3.2 Customer Engagement GRADE: 45 pts
a. Product Offerings and Customer Support

- BDO determines product offerings from the market

needs and requirements through enhancing the infrastructure,
which is the Aspect Software, that increases services and
productivity levels so they can adapt to trend changes, attract
new customers, and create more opportunities that will expand
the relationship with the current customers. BDO will always see
to it that the customer support is always managed accordingly
and approachable more than ever. BDO has a solution to make
customer support more efficient. It is the multi-site call
distribution and agent screen-pop features that will make shorter
handling times for customer feedback tasks with the use of a
predictive dialer. The system also has stronger reporting tools as
it is equipped with an efficient call evaluation scoring and voice
recording capability, with added search parameters. Also, this
will help to determine the customer groups and market
segmentation. Easier segmentations promote emphasizing
pursue for business growth by capturing competitors customers
and other potential customers.
b. Customer Relationship
- BDO is now constantly in pursuit of not only
providing our customers with the right products and services but
also improving their customer experience. Having a reliable and
robust contact-center platform is critical to enable us to provide
better service and relieve our contact-center officers of manual
tasks. We are committed to deliver products and services that
surpass customer expectations in value and every aspect of
customer services, while remaining to be prudent and
trustworthy stewards of their wealth. BDO has plans of upgrading
its contact centers Customer Relationship Management system
as well as its workforce management, eLearning and online
knowledge-based tools to keep up with BDOs increasing
customer base locally and abroad. BDO handles complaints with
professionalism. They speak answers and suggestions to
complaints with honesty and integrity without offending them or
altering their confidence and ego so they can assure that the
customers will be loyal to them and in the same time improved
relationship.

4. Measurement, Analysis, and Knowledge Management

SCORE: 94.44%
4.1 Measurement, Analysis, and Improvement of Organizational
Performance GRADE: 40 pts
a. Performance Measurement
- BDO
tracks
daily
operations
and
overall
organizational performance through its Chief Compliance Officer
(CCO) which is appointed by the Board of Directors and subject
to the prior approval of the BSP Monetary Board. The CCO is
tasked to establish an evaluation system to determine and
measure the compliance of the organization to their manual,
existing laws, rules, and regulations via BDOs compliance
system and program in accordance with the requirements of BSP
and other regulatory agencies. The CCO shall track and evaluate
all new regulations or amendments to existing regulatory
issuances and disseminate these immediately to other units
within the organization that are concerned with these important
information to align activities and processes within the company
with its manual, the existing laws, rules and regulations. With the
presence of the CCO, the processes carried out within the
organization to achieve its goals will surely be lawful and
beneficial to the organization as well as its stakeholders. The
Board of Directors (BOD) also have a significant role in how the
organization measures its performance because they are also
tasked to implement a self-rating system that measure the
performance of the Board and Management in accordance to the
organizations goals. The measurements they set will serve as
bases to the organizations performance and from there, they
shall evaluate and see what areas they can improve on to
achieve its goals.
b. Performance Analysis and Review
- In BDO, the Board of Directors review the
organizations performance and capabilities together with the
Executive Committee, internal and external auditors, the
Corporate Governance Committee, and the Risk Management
Committee. They review the performance of the organization by
analyzing the financial statements, reports of examination, the
system of internal and financial controls, governance processes,
risk management policies, the overall risk management
philosophy, risk strategy, risk tolerance levels, as well as the risk
management plan and the overall system and performance of

the existing risk management models for adequacy,

effectiveness, and improvements.
c. Performance Improvement
- As BDO monitors activities in the company, measures
and reviews them, they also determine areas to improve on. With
the existence of committees, these committees help in
determining which to improve on by measuring their
performance against given criteria. They also implement various
initiatives to promote appropriate skills that will be useful in
improving the processes in the company.
4.2 Knowledge Management, Information, and Information Technology
GRADE: 45 pts
a. Organizational Knowledge
- BDO manages its organizational knowledge, data,
and information through its Information Technology Steering
Committee (ITSC) which provides oversight and governance over
the organizations IT functions and related policies and practices
and other applicable guidelines. Through the ITSC, information
can be collected and transferred from external sources to
internal sources and vice versa. A year ago, BDO has just
completed a major update with Aspect Software for customer
service and automation of core processes for better
management of customer communications and they are
currently upgrading its workforce management, eLearning, and
online knowledge-based tools to increase service and
productivity levels as well as faster and more efficient transfer of
information. Thus, with the improvements on BDOs technology,
they are able to increase their productivity because relevant
knowledge, data, and information from different sources can be
disseminated quickly and efficiently.
5. Workforce (85 pts.)
5.1 Workforce Environment GRADE: 35 pts.
a. Workforce Capability and Capacity
- BDO is committed to its employees growth and
development and it nurtures them in an environment where
excellence,
integrity,
teamwork,
professionalism
and
performance are valued above all else. With a wide spectrum of
human capital or workforce, BDO adheres to customer service
and customer satisfaction. For the expansion of projects, BDO

requires mass hiring of new members. In retaining new workforce

members, the bank provides various in-house training programs
such as orientation program for new hires, job specific training
courses and officers development programs to enhance the
knowledge, working skills and managerial ability of its
employees. E-learning is provided for the training of head office
and branch personnel.
b. Workforce Climate
- BDO provides free healthcare benefits and health
facilities such as a fitness center
and medical clinics manned
by occupational health practitioners. In terms of performance
enhancing mechanisms, the bank has a compensation policy that
covers the maintenance of a viable compensation plan and
recognition of significant contributions of employees through the
merit increase/promotion program, Career Development
Program, bonus plans and executive stock option plans. BDO
assists in putting together strong employee benefits that
acknowledges the hardwork of the workforce such as group life,
medical and and accident insurance.
5.2 Workforce Engagement GRADE: 40 pts.
a. Workforce Engagement and Performance
- BDO has a hierarchical bank culture. Employees are
selected, engaged, compensated and promoted, as the case may
be, based on the merits of qualification and performance.
Employee engagement activities were funneled through new
interest clubs that foster fellowship and camaraderie across
functional roles and ranks. Employee volunteerism was fueled in
close partnership with the BDO Foundation through active
employee involvement as facilitators and skills trainers in
livelihood programs for community building. The high
performance of BDOs employees contribute to producing highquality services. In terms of taking care of employees, the
management is in good terms with. Great teams come with great
work and performance. The benefits that compensate the
employees daily needs are factors of the banks workforce
engagement. Good communication skills, strong numerical
ability, and ability to quickly adapt to new situation systems
foster the high performance of its employees. It embodies its
We find ways. service proposition through the companys
culture.

b. Workforce and Leader Development

- The bank facilitated a continuous run of training
programs, including courses on system applications, bank
products and services, and professional enhancement programs,
to support the businesses need for competent personnel.With a
serious outlook on leadership bench strength, training programs
on people management and core values branding were launched
at targeted levels. Business technical trainings are retained in
the agenda to continuously raise competency level that matches
business dynamism. Further strengthening the established
foundations of the customer-centric set-up required intensive
training programs to enhance the soft skills of customerinterfacing personnel. Retail Banking Segment thus conducted
trainings focused on propagating the Sales & Service quality
culture and enhancing supervisory expertise, personal
effectiveness, and business knowledge. Some 2,446 trainees
participated in 10 programs offered in 2006.
6. Operation
SCORE: 88.2%
6.1 Work Processes GRADE: 40 pts.
a. Product and Process Design
- CASA is the banks regular current account/ savings
account products. Capitalizing on BDO Unibanks extensive
market reach and its wide product range, the company continued
to be among the industrys dominant players in terms of total
assets, capitalization, and profitability. BDO can provide short,
medium and long term financing to creditworthy sponsors of
viable energy projects. It has dedicated Corporate and
Investment Banking teams that focus on traditional and
alternative energy projects. It also has a dynamic credit approval
process that ensures fast-turnaround and competitive terms.
BDO also shows key processes in their credit cards.
b. Process Management
- The Board of Directors help in managing the
processes in the organization. They evaluate the organizations
performance together with the Chief Compliance Officer (CCO),
who is tasked to develop an evaluation system and measure the

compliance of the organization with the requirements, and other

committees in the organization which work to ensure that
processes are aligned with the companys requirements. With all
of the mentioned working together in the organization, they are
able to monitor the processes within the company and make sure
that these processes are beneficial to the company. An example
of a committee in BDO is the Trust Committee which approved
the introduction of new business/products to serve client
requirements better and enhance existing products to improve
service delivery. The committee undertook revision of market
pricing methodology, product manuals, and reclassification of
IMA/TA accounts to address regulatory concerns and they even
performed self-assessment on trust risk rating to establish
baseline and determine areas for improvement. Thus, the
activities the Trust Committee undertook improved the processes
in their department which resulted to improved products and
satisfied customers.
c. Innovation Management
- BDO hones innovation from acquiring information
mostly from external factors like market trends, intelligent risks
for good opportunities, good and bad feedbacks from customers,
and from their own competitors. BDOs financial and other
resources must always be ready for the assurance of adapting
and innovation if opportunities come. The management appoints
meetings for the matter of discussing issues pertaining to
discontinuing opportunities so they can enhance support for
higher-priority opportunities.
6.2 Operational Effectiveness GRADE: 35 pts
a. Process Efficiency and Effectiveness
- The bank control its overall costs of the operations by
providing oversight to the internal and external audit functions
as this will ensure both independence from management of
internal audit activities. The Audit Committee provides fixing of
audit fee, oversight of the financial reporting process including
the disclosure of its financial information to ensure that its
financial statements are correct and sufficient, to reduce to a
more cost of inspection and tests. Both the internal and external
auditors will review and evaluate the system of internal and
financial controls, governance processes and risk management
policies. The Audit Committee provides the Board an assurance

on the existence of an effective internal control environment that

will ensure the efficiency and effectiveness of operations and
reliability of financial and other management information.
- Training the existing employees to properly adhere to
new internal controls and risk management procedures.
- The bank employs security systems, including
firewalls and password encryption, designed to minimize the risk
of security breaches and maintains operational procedures to
prevent break-ins, damage and failures.
- The bank actively manages its assets and liabilities
to maximize income and minimize cost of funding
b. Supply Chain Management
- BDO has established appropriate policies that govern
the vendor accreditation, selection, bidding and approval
processes.
c. Safety and Emergency Preparedness
- As stated in the companys code of conduct, BDO is
devoted to fair employment practices and a workplace free from
discrimination, harassment (including sexual harassment) or
intimidation of employees as well as safety of the employees and
others in its premises. Their workplace is also free from drug use
or sale.
- As said earlier, BDO has the risk management
committee. They are responsible for the development of the
Banks risk policies, defines the appropriate strategies for
identifying, quantifying, managing and controlling risk exposures
including preventing and/or minimizing the impact of losses
when they occur. In addition, the Board of Directors is
accountable for creating and sustaining a sound risk
management system. They are the ones in charge of the entire
risk management process.
7. Results
SCORE: 100%
7.1 Product and Process Results GRADE: 120 pts
- The BDO was awarded as the Best Retail Bank by Asian Banker'
which gave them a recognition that lead to a consistent and profitable
performance. They are also recognized for the propositions of their
vision, execution and market that can make a real impact to its
consumers.
7.2 Customer Focused Results GRADE: 80 pts

- External surveys show BDO to be the gold standard

in customer service among retail banking customers. Information
collected from surveys were taken from over 36,000 customers
from across the entire BDO branch network, and were done from
2010- 2011. Notably, the BDO customer satisfaction index
exceeds both global and regional benchmarkers of customer
service, at the same time besting major local competition by a
significant degree. This performance level was consistent across
geographical regions; and also shows BDO to have the largest
percentage of customers who profess high loyalty and high
satisfaction.
7.3 Workforce-Focused Results GRADE: 80 pts
- BDO received an international award for 'Best
Employee Engagement Strategy' in Asian Social Innovation
leadership Awards.
7.4 Leadership and Governance Results GRADE: 80 pts
- BDO has been a regular recipient of the Asian
Excellence Awards, which yearly acknowledge the achievements
and excellence in management acumen, financial performance,
corporate social responsibility, environmental practices, investor
relations and communications of the publicly-listed firms,
privately-owned entities, state-owned and government-controlled
enterprises in Asia. This awarding entity is led by the Hong Kongbased publication Corporate Governance Asia. The company
received awards such as Best Investor Relations, Best Corporate
Social Responsibility, Best Environmental Responsibility and Best
Corporate Communications Team. This is a manifestation that
BDOs governance practices are among the best in the region.
- Testaments to the Banks passion and commitment,
BDO received the following awards:
the Asia Responsible
Entrepreneurship Awards 2014 for Social Empowerment, and the
CSR Program of the year (Silver) from the Asian Banking and
Finance. They also received an environmental leadership award
from WWF-PH. They gave BDO the coveted Corporate Partner of
the Year for its invaluable support to their various programs using
its ATM network as key channel. With the Banks more than 2,800
ATMs positioned all over the country, it is able to encourage
clients to donate P5 for every transaction to WWF.This has
allowed BDO to support the organizations various programs
since 2010 such as the Bancas for the Philippines, Earth Hour,

environmental education, sustainable fisheries in Ilocos and

Palawan, marine conservation and research in the Tubbataha
Reefs, agroforestry in the Sierra Madre, whale shark ecotourism
in Donsol, sustainable tourism in the fabled Ticao Pass in
Masbate, and the Tamaraw Conservation Program in
Mindoro.These awards show that BDO has improved lives and
individuals and families
7.5 Financial and Market Results GRADE: 90 pts
- BDO has garnered awards and citations which serve
as indicators of financial and market performances. In 2013, BDO
was awarded as the Best Asian Bank and this was the first time
that Finance Asia has given that award to a Philippine Bank. In
that same year, BDO was named bank of the Year in the
Philippines by multiple award-giving bodies which included The
Banker, Finance Asia, Asset Asian Awards, Alpha, and Euromoney.
They were also awarded as the Best Private Bank in the
Philippines, Best Investment Bank in the Philippines, Best Equity
House in the Philippines, and Best Retail Bank in the Philippines
to name a few. With these awards, it shows that BDO was able to
achieve good market results by capturing their market niche and
eventually capturing the attention of award-giving bodies. While
in terms of financial results, BDO has grown throughout the years
from a net income PHP 6 million in 2009 to PHP 22.6 million in
2013. By looking at those figures, it is evident that BDO has
achieved good financial results.