Streamlining service delivery of final duties and taxes

• Main Author: Guyo, Ellaine Joy G.
• Format: text
• Language: English
• Published: Animo Repository 2015
• Online Access: https://animorepository.dlsu.edu.ph/etd_masteral/4838
• Institution: De La Salle University

This paper discusses the action research which I undertaken in my unit. The issue that I addressed is the slow delivery of final duties and taxes. The objective is to eliminate customer complaints and close all the pending transactions. The goal is to gain customer satisfaction and increase the percentage of clients and transactions served. After observations, series of interviews, data collection and documentations, and efforts of collaboration with the team members involved, the issue was constructed. Various tools were used in planning, constructing, implementation and evaluation of the streamlined process improvement. Process mapping and lean thinking methodology were applied in order to know which activity should be eliminated. We were also able to come up with a work flow instruction which also improved our cycle time. Time and motion analysis were crafted during implementation period to verify the lead time of each transaction. Pending transactions as well as no. of follow-up and complaints were compared before and after implementation to confirm if the streamlined process improved the service delivery. I was able to observe that some of the team members were hesitant to change at first, but through the use of convincing words and data during the team meeting, all the team members were convinced that streamlining service delivery is a need. With the help of the team members, the change was implemented. After a month, the record showed that the streamlined process eliminated complaints, reduced follow-up through telephone calls from clients and, decreased pending transactions by 50 percent. I realized that when presenting an idea, it should be supported with data. It should also have an impact on the stakeholders to be recognized. I also found that streamlined process improvement can save time, energy and even costs to a company. It ensures the fast delivery of product or services. Consequently, it can also result to customer satisfaction.