Hiring of customer care officer for centralized feedback monitoring at ANR Multi-Purpose Cooperative

Irma I. Alo

Date of Publication

2015

Document Type

Master's Thesis

Degree Name

Master of Business Administration

College

Ramon V. Del Rosario College of Business

Department/Unit

Decision Sciences and Innovation

Thesis Adviser

Rachel A. Quero

Defense Panel Chair

Maria Victoria Tibon

Defense Panel Member

Jaime Cempron

Ana Liza Asis-Castro

Abstract/Summary

Strong competition and commoditization of services in the manpower industry have changed the landscape of customer responsiveness. The new breed of customers is now demanding excellent and fast service, especially through customer responsiveness. Today many companies continuously strive to achieve competitiveness through differentiation of its service by having an established service level agreement (SLA) with its customers. Alternative Network Resources (ANR) Unlimited is a large, multipurpose cooperative engaged in service contracting, management services and manpower services. It currently maintains a service level agreement with its deployed cooperative members to ensure that their work-related concerns are adequately met. This action research focused on hiring a Customer Care Officer for centralized feedback monitoring at ANR Head Office. This intervention improved the turnaround or response time in handling customer complaints. The conceptual framework used the dispute resolution model that was previously applied in establishing customer responsiveness in a customer-oriented industry. Kurt Lewin's Force Field Analysis was relevant in helping to explain why change is necessary and how the proposed changes can be implemented. Also, Mc Kinsey's 7-S Framework served as a tool to evaluate ANR's capacity and readiness to implement its desired intervention to ensure its positive impact to the organization and its stakeholders.

Abstract Format

html

Language

English

Format

Electronic

Accession Number

CDTG006473

Shelf Location

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

Physical Description

1 computer optical disc ; 4 3/4 in.

Keywords

Customer services

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