Addressing the low competency level within the customer service department: An action research on promoting professional development through team effectiveness

• Main Author: Directo, Gian Carlo O.
• Format: text
• Language: English
• Published: Animo Repository 2019
• Subjects: Pawnbroking—Employees—Training of—Philippines; Pawnbroking—Customer services—Philippines; Teams in the workplace; Training and Development
• Online Access: https://animorepository.dlsu.edu.ph/etd_masteral/6849
• Institution: De La Salle University

The goal of this action research is to improve the competency level of the Customer Service Department of PawnHero Pawnshop Philippines Inc. To achieve our goal, we have identified objectives that are tied with service quality. This action research made use of the Team Effectiveness Framework by Steve W.J. Kozlowski and Daniel R. Ilgen. The framework was the basis for the interventions that happened in the first and second cycle of this action research project. The interventions used was Team Design and Team Training & Development. In order to effect change, Lewin’s 3-Stage Change Model was used. During the first cycle, it was determined that a work instruction manual had to be created. While for the second cycle, a team training based on the work instruction manual was conducted. In gathering the data needed for this action research, first, second, and third person inquiry or practice was used.