Improving quality through coaching: An action research on improving quality of PH Bank's phonebankers through implementation of effective coaching

• Main Author: Ribleza, Francis R.
• Format: text
• Language: English
• Published: Animo Repository 2018
• Subjects: Employees—Coaching of; Customer services—Quality control; Banks and banking —Quality control; Training and Development
• Online Access: https://animorepository.dlsu.edu.ph/etd_masteral/6540; https://animorepository.dlsu.edu.ph/context/etd_masteral/article/13562/viewcontent/Ribleza__Francis_R.__IAR2.pdf
• Institution: De La Salle University

This action research presents the issue of ineffective performance review process particularly the conduct of feedback or coaching as manifested by the increasing number of quality errors in PH Bank’s Customer Care Center. As the bank gears towards quality management certification, we need to ensure...