Systems study on the human resources group of Globe Telecom, Inc.

Date of Publication

2006

Document Type

Bachelor's Thesis

Degree Name

Bachelor of Science in Industrial Engineering

Subject Categories

Engineering

College

Gokongwei College of Engineering

Department/Unit

Industrial and Systems Engineering

Thesis Adviser

Dennis Beng Hui

Defense Panel Chair

Rumel Atienza

Defense Panel Member

Eric Siy

Abstract/Summary

Globe Telecom is one of the top telecommunications companies in the Philippines. Telecommunications Companies rely on the evolving needs of the people and the technology in use. The source of innovativeness and leadership of Globe Telecom lies in its people therefore, the study was focused on the Human Resource Group. The Human Resource is viewed as critical in the success of a company that is part of the fast-growing and competitive telecommunications industry.

Globe's vision is to be the employer of choice and this can be done by providing its employees with only the best, in terms of compensation and benefits, working conditions, and services. For any business, the goal is to satisfy the customers, and in this case, it includes the employees of the company.

The needs of the customers were identified through a modified Quality Function Deployment House of Quality Tool. This tool distinguished which departments are to be considered to be the are of concern. The processes identified are Compensation Planning Process, Timekeeping Process, Payroll Process, Benefit Payout and Servicing, Leadership Development/ Career Management, Promotion Process, Incentive Planning, and Succession Planning & Talent Mapping.

For each of the processes, the Strengths, Weaknesses, Opportunities, and Threats (SWOT) were determined. To asses the problem of the system, the Seriousness, Urgency, Resources, and Growth for each WOT was identified. It was found out that the problem was on the Timekeeping Process where there is a 10.49% error. This error increases from 2003 to 2005 to an average of 19.13% and entails timekeepers to have overtime for the checking and re-encoding of the errors. This problem is also urgent, according to the management, as this is an output to the salary of the employees.

In order, to solve the problem, it further assessed using the Why-Why Diagram. Here, the problem was subjected to the question Why the problem happened? until it is broken down to the root cause. The Process Map Analysis was also used in order to map out where in the process does most of the problem occur. With these tools, it was found out that the bulk of the errors was from the Manual Timekeeping Processing and was mainly due to Human Errors. Six validated causes were determined in the analysis Timekeeping Forms Usability, Job Description of the Timekeepers, volume of the information to be encoded, repetitiveness of the job, SAP Interface Usability for encoding employee information, and the environment for the timekeeping unit.

Two alternative solutions were proposed, to automate all the timekeeping transactions, which will automatically solve all of the causes mentioned, or make improvements to the manual process. A Kepner-Tregoe Decision Analysis was done and it stated that the alternative to choose was the latter. This will entail redesigning the Overtime and Allowance Claim Form for the Rank and File employees and the Allowance Claim Form for Band B and up employees, separating of the timekeeping process with other job description, revising the SAP interface for encoding of employee information, and redesigning the workplace. With this solution, the cost would be Php1,003,693. However, there will be cost reduction of Php1,189,277 annually plus a 66% reduction in error occurrence.

Abstract Format

html

Language

English

Format

Print

Accession Number

TU13834

Shelf Location

Archives, The Learning Commons, 12F, Henry Sy Sr. Hall

Physical Description

xiii, 295 leaves : ill. (some col.) ; 28 cm.

Keywords

Globe Telecom, Inc; Cellular telephones; Cellular telephone services industry; Wireless communication systems; Telecommunication systems; Personnel management

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