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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Recommended Citation
Hernandez, L. M. (2016). An action research on improving benefits service delivery of human resource services of XYZ Inc.. Retrieved from https://animorepository.dlsu.edu.ph/etd_masteral/5333