Added Title

Improving the service quality of an information technology service team to ensure customer retention

Date of Publication

12-23-2020

Document Type

Master's Thesis

Degree Name

Master of Business Administration

Subject Categories

Business Administration, Management, and Operations

College

Ramon V. Del Rosario College of Business

Department/Unit

Management and Organization

Thesis Adviser

Ma. C. P. Assumpta C. Marasigan

Defense Panel Chair

Benito L. Teehankee

Defense Panel Member

Pia T. Manalastas
Donna Aura A. Lumbo

Abstract/Summary

This action research is aimed at improving the service quality of an information technology service team to help ensure retaining the client. With the looming concern of the ongoing contract negotiation with the client, the team collaborated and improved two service tasks in the cycles completed. To ensure that the interventions were effective, the team used the PPT framework, Agile, and Lewin Change model in both cycles.

The first cycle tackled the team's non-compliance with monthly time tracking. During this cycle, the objective was to improve the team's time tracking compliance rate and achieve a one- hundred percent compliance rate for September. The team completed this cycle with success, meeting the desired future state it had agreed on.

The second cycle focused on the team's poor management of Asia Pacific tickets. The team intended to improve Asia Pacific tickets' management and not receive any customer escalations on the matter for October 2020. Unfortunately, the team did not meet the desired future state of this cycle.

In the broader context, the research extended the PPT framework by considering the external environment factors that affected the team during the whole experience. Through reflection, I acknowledged that the external environments, both task and general environments, played a significant part in improving our team service. With the extended framework, organizations can on be alert to the effects of dimensions and sectors on their service improvements.

Abstract Format

html

Language

English

Format

Electronic

Keywords

Customer services—Quality control

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Embargo Period

8-3-2022

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