Technical competency development through training for the PH customer service delivery team

Date of Publication

2016

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

Jaime T. Cempron

Defense Panel Chair

Edralin M. Divina

Defense Panel Member

Maria Victoria P. Tibon
Ana Liza Asis-Castro

Abstract/Summary

This action research project addressed the issue on developing the technical competency of the members of the Philippines Customer Service Delivery (PHCSD) team. Being a young team with diverse background, the objective is to equip the PHCSD team members with the basic product and process knowledge, as the lack of this hinders us from performing our roles and functions effectively. This issue was identified through our one-on-one catch up sessions and with the use of tools, such as Argyris, Putnam, & Smiths ladder of inference and Scheins active inquiry process, during our focus group discussions. We also used De Vos, De Hauw & Willemses competency development framework and Jeffrey M. Hiatts ADKAR (Awareness, Desire, Knowledge, Ability, Reinforcement) model to guide us in developing and implementing our action plans to address the issue. Since on-the-job learning and career management were already in place in our team, we used another approach by building a PHCSD Product and Process Curriculum, and conducting training classes to the whole PHCSD team. Scheins ORJI (Observation, Reaction, Judgement, Intervention) model and self-reflection process were also used in data gathering, which enabled us to validate the basis of our actions and interventions. Through constant collaboration between the members of the PHCSD team, we were able to improve the technical competency of the PHCSD team within two action research cycles. We became confident and flexible after creating the product and process curriculum, and attending the training classes. The whole action research project was conducted and implemented from January to April 2016.

Abstract Format

html

Language

English

Format

Electronic

Accession Number

CDTG006668

Shelf Location

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

Physical Description

1 computer optical disc ; 4 3/4 in.

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