An action research on improving benefits service delivery of human resource services of XYZ Inc.

• Main Author: Hernandez, Louise Margaret M.
• Format: text
• Language: English
• Published: Animo Repository 2016
• Subjects: Business enterprises > Philippines; Personnel management > Philippines
• Online Access: https://animorepository.dlsu.edu.ph/etd_masteral/5333
• Institution: De La Salle University

In this day and age, customer service is given importance everywhere. Customer service can either make or break an organization. This also holds true to human resource management which plays a central role in the exchange relationships between the organizations management and its employees. How human resource management engage with their employees reflect on how they value their employee thus, many organizations have been trying to improve their human resource services. In providing better service, one must at least know the ins and out of each task thus, resulting to multitasking and better knowledge of service provided. The goal of this action research is to help the human resource information and services division of XYZ Inc. in improving their benefits service quality. This goal can be achieved through the use of Lewins Change Model which allows its collaborators to move toward new desired level of behavior and solidify the new change until it becomes a norm. In this action research, interventions were made through transitioning benefits administrators from processing a single benefit to integrated multiple benefits and then evaluating feedback from employees. Interventions were conducted through informal meetings, seminar and interviews. The outcome of the interventions allowed an improved service delivery to employees and increased customer satisfaction.