A service systems study on building Care Corporations CAT security group

• Main Authors: Fajardo, Emma Margarita S., Pera, Kenneth H., Zabat, Benjamin Karlo M.
• Format: text
• Language: English
• Published: Animo Repository 2012
• Online Access: https://animorepository.dlsu.edu.ph/etd_bachelors/11861
• Institution: De La Salle University

Building Care Corporation which was established March 19, 1974 has four main divisions including engineering operations and maintenance, building sanitation and grounds maintenance, construction and repair services and security services. The security services division which is comprised of nine (9) subgroups offers private security services to different establishments. For this study, the area of concern lies on the processes of rendering the security services of CAT Security Group. For the period covering January 2011 to January 2012, the study will cover the security systems that are rendered and how it affects customer satisfaction. The general objective of this study is to ensure the quality of the service that is delivered to the customer. To appraise the situation of the system, service blueprints were used to assess the common interactions that are happening detachments of the system and identify where the failure points/customer complaints may happen. Customer satisfaction surveys were used to evaluate to know how their performance is based on customer opinion. Breakdown of the total rendered hours were looked into to see where the deviation is in delivering the regular contracted hours to their customer. Based from the appraisal, the weaknesses that were found include the following: 83 customer complaints for 2011, a 7.73% deviation from 86% for TINSI in the customer satisfaction survey, and on average only 98.08% of the regular man0hours are rendered from their objectives of servicing 100% of the contracted regular man-hours. After assessing the seriousness, urgency, resources and growth of the problem, it was found that the main problem is that the regular man-hours rendered by the company is on average 98.08% in terms of meeting their objective of 100% contracted man-hours served. A problem validation was done to identify the initial causes of the problem and how the problem affects the system. After validating the initial cause, the following were found to be the final validated causes: logistical deficiencies, delay of information, and the immediate replacement of guards not coming immediately. Solution alternatives were developed to address the concerns regarding augmentation, management/deployment and delay of information. Kepner-Tregoe Decision Analysis method was used to analyze and evaluate which among the alternatives will best solve each of the identified concerns: Based from the musts and wants of the system, the alternatives resolve these concerns: provision for allowable augmentation hour for augmentation guards under investigation should have a replacement ready for management/deployment and, policy on contract changes once a customer requests on it for delay of information. From the simulation run, improving the delivery time of replacement guards significantly reduced the unserved man-hours by 67%. Average delay in guard delivery decreased to 6.82 days from 20.77 days.