Management communication and employee participation in the outsourcing process of BPI cash operations

Date of Publication

2015

Document Type

Master's Thesis

Degree Name

Master of Business Administration

Subject Categories

Business Administration, Management, and Operations

College

Ramon V. Del Rosario College of Business

Department/Unit

Decision Sciences and Innovation

Thesis Adviser

Rachel Quero

Defense Panel Chair

Divina Edralin

Defense Panel Member

Pia R. Manalastas

Benito Teehankee

Abstract/Summary

Business leaders in different industries are in continuous search and quest to strategically improve processes and approaches. One popular approach for globalization and innovation is the outsourcing or the contracting out of the company’s non-core, non-revenue producing activities to specialized firms that possess expertise in the outsourced business function. It is generally better, faster and cheaper than an in-house capability. It has transformed into a tactical and strategic management tool for improving performance, cycle time, cost-savings, market share, productivity, customer service and quality performance in industries. For the financial services industry, most Philippine banks are still doing their operations in house. The Bank of the Philippine Islands (BPI) is the first local bank that moved into outsourcing the cash operations functions. The outsourcing of the residual cash operations functions of BPI in Metro Manila is a timely project and subject for action research. The action research team addressed employee resistance through effective management communication and more participation of employees in different stages of outsourcing. The results indicated that it is not outsourcing itself that the affected employees had difficulty with , but it was more of how they were given importance and involvement in the process.

Abstract Format

html

Language

English

Format

Electronic

Accession Number

CDTG006481

Shelf Location

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

Physical Description

1 computer optical disc ; 4 3/4 in.

Keywords

Management—Employee participation

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