Setting up a handover department and improving the collection process in Shang Properties, Inc.

• Main Author: Silva, Katherine M.
• Format: text
• Language: English
• Published: Animo Repository 2016
• Online Access: https://animorepository.dlsu.edu.ph/etd_masteral/5251
• Institution: De La Salle University

This action research aimed to improve the handover and collection process of Shang Properties, Inc. in consideration of the crucial funding requirements of the Company for its upcoming projects. In the past, there is a lack of priority given to the handover process because the Company has no separate department taking the lead on the handover and collection process. This resulted in the delay in collection. To ensure prompt collection from the buyers, we agreed to setup a Handover Department who will lead the Handover Committee in the development of policies and procedures for handover, collection and complaints handling. For the first cycle of the action research, we setup a Handover Department, prepared and implemented the handover and collection policies through the Handover Committees collaborative efforts during meetings, informal discussions and email correspondences. In doing so, we gathered information on the most common defects raised by our buyers about our units. In the course of implementation of the collection policy, we found out that some of the buyers were refusing to pay until their concerns were addressed. Upon further inspection of written feedbacks from the buyers, an intervention on how to handle disputes and complaints were raised and implemented as the second cycle of this action research. These two interventions proved to be a success when we were able to collect all the balances from the buyers in two years since implementation. Finally, we were able to identify rooms for improvement when we evaluated the results of our research. These improvements will be applied in the third cycle of the action research in the future.