I. Background of the Study The company offered a wide assortment of lady’s gold ornaments including several lines for the B, C and D markets. For more than 10years, it remained a small single store business managed directly by the four members of the Santos family and a few trusted employees. In the early and later parts of the eighties, however, the family took advantage of the establishment of new shopping malls in Metro Manila and opened four new outlets located in different parts of the city. It added new lines of jewelry as sales expanded. Among the new lines were gold medallions that could be made in different sizes and shapes with various decorative inscription and/or images using a specialized imported machine.

II. Time Context The Santos family opened its first outlet for selling a line of handmade gold and other jewelry in Quezon City in 1968. The family decided in 1989 to close the original store located in Quezon City and defer the opening of new sales outlets. Elizabeth Santos, the youngest among the Santos children, joined her parents and brothers in the management of Gintong Hiyas after completing her bachelor degree in commerce in 1992. In 1995, Elizabeth was gives management responsibility for another store previously run by her father who wished to be relieved of the task of day to day store supervision so that he could concentrate on the production side of the business. In October 1995, shortly after being given her second store to manage, Elizabeth thought of a scheme for motivating her employee in increase sales via bonus incentive system. In early 1996, Elizabeth began to notice a marked change in the relationship among the store staff.

III. Viewpoint