Addressing the low competency level within the customer service department: An action research on promoting professional development through team effectiveness

Date of Publication

3-2019

Document Type

Insider Action Research

Degree Name

Master of Business Administration

Subject Categories

Training and Development

College

Ramon V. Del Rosario College of Business

Department/Unit

Management and Organization

Thesis Adviser

Benito L. Teehankee

Defense Panel Chair

Pia T. Manalastas

Defense Panel Member

Patrick Adriel H. Aure
Karen Selina A. Aquino

Abstract/Summary

The goal of this action research is to improve the competency level of the Customer Service Department of PawnHero Pawnshop Philippines Inc. To achieve our goal, we have identified objectives that are tied with service quality. This action research made use of the Team Effectiveness Framework by Steve W.J. Kozlowski and Daniel R. Ilgen. The framework was the basis for the interventions that happened in the first and second cycle of this action research project. The interventions used was Team Design and Team Training & Development. In order to effect change, Lewin’s 3-Stage Change Model was used. During the first cycle, it was determined that a work instruction manual had to be created. While for the second cycle, a team training based on the work instruction manual was conducted. In gathering the data needed for this action research, first, second, and third person inquiry or practice was used.

Abstract Format

html

Language

English

Format

Electronic

Accession Number

CDTG008088

Keywords

Pawnbroking—Employees—Training of—Philippines; Pawnbroking—Customer services—Philippines; Teams in the workplace

Embargo Period

7-18-2023

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