Date of Publication
11-2019
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
Raymund Habaradas
Defense Panel Chair
Benito L. Teehankee
Defense Panel Member
Rachel A. Quero
Patrick Adriel H. Aure
Abstract/Summary
Business Processing Outsourcing company is a service-driven company that is heavy in excellent customer service. Catering to big client would mean higher profit but there are also expectations such as high productivity and faster transition, having said this the company needs to cope up with the demands of the client while making sure that the employees are also taken care of. We discovered that client management is possible when there is also a good employee management in place. This research tackled the challenges of delivering good customer service to a client while making sure that role confusion due to scattered work assignments and high demand for work is addressed. Through the spirit of collaboration, the management team decided to formalize our job description and list a set of job expectations that each leadership role should deliver on a daily, weekly, and monthly basis. Along the way, while addressing our current issue, another challenge began when the management demanded a bigger workload which resulted the team to do a time and motion study to set reality regarding the capacity of the team. The intervention done proved that the capacity of the team is short compared to the expectation of the client given that there are factors to consider such as skillset of the people and the system we are using. Thru thorough gathering of data and collaboration with the team used in two cycles of Action Research (Coghlan & Brannick, 2014), we were able to set the tone of our capacity and address scattered job assignment issues which later eradicated excessive overtime to management team and increase our quality of output which makes both the employee and client happier.
Abstract Format
html
Language
English
Format
Electronic
Accession Number
CDTG007453
Keywords
Offshore outsourcing—Employees—Job descriptions; Offshore outsourcing—Employees—Workload
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Recommended Citation
Alcantara, J. L. (2019). Streamlining of tasks and job description of the management team in health information management department of company A: An insider action research. Retrieved from https://animorepository.dlsu.edu.ph/etd_masteral/6429
Embargo Period
10-5-2022
