Delegation of duties and tasks to manage role conflict

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

Raymund B. Habaradas

Defense Panel Chair

Rachel A. Quero

Defense Panel Member

Frances Jeanne L. Sarmiento
Karen Selina A. Aquino
Maria Victoria P. Tibon
Brian C. Gozun


In today's competitive environment, customer satisfaction plays a fundamental factor to achieve success this holds true in any organization be it in the retail and merchandise industry, food and beverage industry, or the financial services industry.

The Asset Management and Trust industry in the Philippines is not too far from these industries. Majority of the products offered by institutions covered by the industry are very identical this includes wealth planning, financial advisory and investment trust funds. One of the discredited ways to differentiate identical products from competitors is by providing the best customer support. Therefore, client servicing should be one of the top priorities of any organization, and this is through employees offering better experience and establishing relationships with its customers.

With the recognition that employees are valuable assets of a business, employers have the critical responsibility of managing their people not only to achieve organizational effectiveness but also employee fulfillment. A content and motivated employee has a higher chance of creating significant contributions to the organization, and one of the factors that employees consider in evaluating their feelings and impressions toward work are the tasks delegated to them.

Several studies validate that a badly executed delegation can be harmful and destructive to both the employer and employee. When an individuals responsibilities are not appropriately and properly defined, and contradicting roles are carried out by an individual in an organization, these result to role conflict.

Several studies justify that role conflict has a direct negative relationship with an employees attitude, job satisfaction, job stress, and even the financial performance of the organization. Given this, there is a perceived notion that it affects how an employee behaves, thus, there is a need to have a deeper study and understanding of role conflict to preserve human capital.

The aim of this action research is to reduce role conflict in the Wholesale Channel, one of the departments of Bank ABC, by clearly defining the departments functions as a whole, as well as the duties and tasks that each team member shall engage in. Once functions have been coherently and duly established, the duties which are not according to the confirmed team functions shall be re-assigned and delegated to the appropriate teams.

Abstract Format






Accession Number


Shelf Location

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

Physical Description

1 computer disc ; 4 3/4 in.


Role conflict; Personnel management; Supervision of employees; Consumer satisfaction

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