A case study on results Manila Inc.'s employees under operations division: Effectiveness of cross-training

• Main Authors: Benipayo, Jed, Cruz, David, Halirin, Rafael, Hizon, Jhonathanne
• Format: text
• Language: English
• Published: Animo Repository 2011
• Online Access: https://animorepository.dlsu.edu.ph/etd_bachelors/14770
• Institution: De La Salle University

The paper is a case study on Results Manila call center employee’s that focuses on the operational division of the company. The study will determine the effectiveness of an employee’s cross-training depending on the amount of learning that the employee currently has attained or received through the statistical tool that which is the Spearman’s Rank Correlation Coefficient. This tool will aid in determining the object of paper, which is to find out if higher levels of cross-training match higher levels of learning which will signify its effectiveness. It will measure the results from a questionnaire that is conducted in the company itself and this is based solely on the employee’s perception. The importance of the study is to know if call centers are able to have good capability due to well competent employees that will be increasing company performance. The researchers used the article ‘Effectiveness Features as the primary article in conducting the study for training effectiveness. The results of the analysis indicated that our hypothesis was indeed correct wherein, higher levels of cross-training resulted into higher levels of learning attained by the employees of Results in Manila.