Improving absenteeism rate in call center operations
Date of Publication
2017
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
Maria Victoria P. Tibon
Defense Panel Member
Brian C. Gozun
Abstract/Summary
My action research addressed the issue I identified collaboratively with my core searchers which is improving absenteeism. The objective, therefore, was to improve absenteeism by employing Kurt Lewins Change 3-step Change Management Model. As an insider action researcher, I applied during data generation by employing different methods both in formal and informal settings, such as observation, informal discussions, formal meetings and one-on-one talks.
We were able to cover two full cycles of Action Research. Different tools and methods such as Scheins three types of inquiry process and focus group discussions were used to discuss the issues and identify the focal issue. The use of tools such as ORJI, journaling and ladder of inference were also useful in doing this Action Research. All throughout the action research project, collaboration with the Team was done to come up with the best possible solution to resolve the identified issue. As a result of the evaluation of our first intervention, we concurred to go with the easier ones first. An unexpected event occurred during the constructing phase of the second cycle which gave us the best course of action. Through the implementations of the two interventions, we are able to attain the set objectives of this Action Research and at the same time achieve other positive outcomes as discussed in the latter parts of this paper.
Abstract Format
html
Language
English
Format
Electronic
Accession Number
CDTG007741
Shelf Location
Archives, The Learning Commons, 12F Henry Sy Sr. Hall
Physical Description
1 computer disc ; 4 3/4 in.
Keywords
Absenteeism (Labor); Call center agents; Personnel management
Recommended Citation
Mendoza, B. P. (2017). Improving absenteeism rate in call center operations. Retrieved from https://animorepository.dlsu.edu.ph/etd_masteral/5649