The use of geometry of dispute resolution procedures framework in analyzing the condition of the dispute resolution procedures in a start-up BPO company in the Philippines

• Main Author: Montinola, Ricardo Luis S., IV
• Format: text
• Language: English
• Published: Animo Repository 2019
• Subjects: Conflict management; Human Resources Management; Labor and Employment Law
• Online Access: https://animorepository.dlsu.edu.ph/etd_masteral/6387
• Institution: De La Salle University

The study is concerned with the appraisal of dispute resolution and conflict resolution procedures in growing BPO companies in the Philippines. The researcher chose to use the Geometry of Dispute Resolution Procedures framework because it offered a more complete view of how a dispute resolution or conflict resolution system can be judged as effective or not. The researcher also feels that the topic for this paper is quite relevant for the Philippine setting. The country is currently one of the world leaders in the industry of business process outsourcing (BPO). For this study, the researcher was able to partner with a recently established BPO company located in Pasig. The researcher conducted a mixed method study with both quantitative and qualitative data gathering and analysis techniques in order to get a better understanding of the current dispute and conflict resolution practices at that company. The researcher was able to test for the three variables within the company's current dispute and conflict resolution system and found that a slight majority of the employees and a major portion of the management were satisfied with the company's current system. However, the participants also indicated several areas for improvement in order for those who are working under the company's system to still be satisfied in the future.