Operational improvement on sales support center: Develop a sales commission guidelines and process for Asia Pacific sales agents

Date of Publication


Document Type

Master's Thesis

Degree Name

Master of Business Administration


Ramon V. Del Rosario College of Business


Decision Sciences and Innovation Dept

Thesis Adviser

Jaime T. Cempron

Defense Panel Member

Raymund B. Habaradas
Azenith H. Castillo
Patrick Adriel H. Aure
Maria Victoria P. Tibon
Brian C. Gozun


This research study will present an organizational process for the newly established sales support center to improve operational performance and efficiency. Company Xs sales support center lacks standard guidelines and process in terms of granting sales commission, hence, there were disputes raised by its sales support agents. The challenge is to develop a sales commission guidelines in order to monitor sales performance and to proactively provide the sales support agents an update on their approved sales commissions. As an intervention, Kurt Lewins change management model and process standardization framework were applied in two action research cycles. Action research cycle 1 was the establishment of standard or guidelines and cycle 2 involved the creation of process in accordance to the guidelines. Upon implementation of the guidelines and process, feedback were gathered using Scheins types of inquiry: pure, diagnostic and confrontive. In the pure inquiry feedback indicated that there was a clear and concise guidelines in granting sales commission and an appreciation of such was also expressed. Whereas in the diagnostic inquiry, it showed that the guidelines and process are simple and straight forward giving a clear view of who the key stakeholder is responsible of each process flow. While confrontive inquiry, the team delineated and affirmed that the guidelines and process will greatly reduce the sales commission disputes as criteria has been set to follow or benchmark on. Likewise, it will also help monitor sales performance using lead and sales trackers. It is recommended that a third cycle must take place in order to create a business metric to gauge the efficiency and effectiveness of the standard guidelines and process.

Abstract Format






Accession Number


Shelf Location

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

Physical Description

1 computer disc ; 4 3/4 in.


Sales--Philippines; Business enterprises--Philippines

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