Streamlining of tasks and job description of the management team in health information management department of company A: An insider action research

• Main Author: Alcantara, Jhoe Mar L.
• Format: text
• Language: English
• Published: Animo Repository 2019
• Subjects: Offshore outsourcing—Employees—Job descriptions; Offshore outsourcing—Employees—Workload; Business Administration, Management, and Operations
• Online Access: https://animorepository.dlsu.edu.ph/etd_masteral/6429; https://animorepository.dlsu.edu.ph/context/etd_masteral/article/13481/viewcontent/Streamlining_of_Tasks_and_Job_Description_of_the_Management2_Redacted.pdf
• Institution: De La Salle University

Business Processing Outsourcing company is a service-driven company that is heavy in excellent customer service. Catering to big client would mean higher profit but there are also expectations such as high productivity and faster transition, having said this the company needs to cope up with the demands of the client while making sure that the employees are also taken care of. We discovered that client management is possible when there is also a good employee management in place. This research tackled the challenges of delivering good customer service to a client while making sure that role confusion due to scattered work assignments and high demand for work is addressed. Through the spirit of collaboration, the management team decided to formalize our job description and list a set of job expectations that each leadership role should deliver on a daily, weekly, and monthly basis. Along the way, while addressing our current issue, another challenge began when the management demanded a bigger workload which resulted the team to do a time and motion study to set reality regarding the capacity of the team. The intervention done proved that the capacity of the team is short compared to the expectation of the client given that there are factors to consider such as skillset of the people and the system we are using. Thru thorough gathering of data and collaboration with the team used in two cycles of Action Research (Coghlan & Brannick, 2014), we were able to set the tone of our capacity and address scattered job assignment issues which later eradicated excessive overtime to management team and increase our quality of output which makes both the employee and client happier.