Setting up a handover department and improving the collection process in Shang Properties, Inc.

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

Rachel A. Quero

Defense Panel Chair

Divina M. Edralin

Defense Panel Member

Maria Victoria P. Tibon
Frances Jeanne L. Sarmiento

Abstract/Summary

This action research aimed to improve the handover and collection process of Shang Properties, Inc. in consideration of the crucial funding requirements of the Company for its upcoming projects. In the past, there is a lack of priority given to the handover process because the Company has no separate department taking the lead on the handover and collection process. This resulted in the delay in collection. To ensure prompt collection from the buyers, we agreed to setup a Handover Department who will lead the Handover Committee in the development of policies and procedures for handover, collection and complaints handling. For the first cycle of the action research, we setup a Handover Department, prepared and implemented the handover and collection policies through the Handover Committees collaborative efforts during meetings, informal discussions and email correspondences. In doing so, we gathered information on the most common defects raised by our buyers about our units. In the course of implementation of the collection policy, we found out that some of the buyers were refusing to pay until their concerns were addressed. Upon further inspection of written feedbacks from the buyers, an intervention on how to handle disputes and complaints were raised and implemented as the second cycle of this action research. These two interventions proved to be a success when we were able to collect all the balances from the buyers in two years since implementation. Finally, we were able to identify rooms for improvement when we evaluated the results of our research. These improvements will be applied in the third cycle of the action research in the future.

Abstract Format

html

Language

English

Format

Electronic

Accession Number

CDTG006809

Shelf Location

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

Physical Description

1 computer optical disc ; 4 3/4 in.

This document is currently not available here.

Share

COinS