An action research on improving benefits service delivery of human resource services of XYZ 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

Jaime T. Cempron

Defense Panel Chair

Divina M. Edralin

Defense Panel Member

Maria Victoria P. Tibon
Analiza Asis-Castro

Abstract/Summary

In this day and age, customer service is given importance everywhere. Customer service can either make or break an organization. This also holds true to human resource management which plays a central role in the exchange relationships between the organizations management and its employees. How human resource management engage with their employees reflect on how they value their employee thus, many organizations have been trying to improve their human resource services. In providing better service, one must at least know the ins and out of each task thus, resulting to multitasking and better knowledge of service provided. The goal of this action research is to help the human resource information and services division of XYZ Inc. in improving their benefits service quality. This goal can be achieved through the use of Lewins Change Model which allows its collaborators to move toward new desired level of behavior and solidify the new change until it becomes a norm. In this action research, interventions were made through transitioning benefits administrators from processing a single benefit to integrated multiple benefits and then evaluating feedback from employees. Interventions were conducted through informal meetings, seminar and interviews. The outcome of the interventions allowed an improved service delivery to employees and increased customer satisfaction.

Abstract Format

html

Language

English

Format

Electronic

Accession Number

CDTG006942

Shelf Location

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

Physical Description

1 computer disc ; 4 3/4 in.

Keywords

Business enterprises--Philippines; Personnel management--Philippines

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