Institutionalizing an action and inquiry inventory log to monitor progress and completion of client requests in the Client Servicing Department of Paradox Research, Inc.

Customer Satisfaction plays an important role in business strategies. It is defined as the manifestation of customers appraisal and feedback. Numerous studies conclude that there is a direct correlation between customer satisfaction and revenue generation. Hence, this study focused on improving the...

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Main Author: Buen, Francis Anthony F.
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Language:English
Published: Animo Repository 2022
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Online Access:https://animorepository.dlsu.edu.ph/etdm_manorg/83
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Institution: De La Salle University
Language: English
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spelling oai:animorepository.dlsu.edu.ph:etdm_manorg-11022022-03-01T01:48:45Z Institutionalizing an action and inquiry inventory log to monitor progress and completion of client requests in the Client Servicing Department of Paradox Research, Inc. Buen, Francis Anthony F. Customer Satisfaction plays an important role in business strategies. It is defined as the manifestation of customers appraisal and feedback. Numerous studies conclude that there is a direct correlation between customer satisfaction and revenue generation. Hence, this study focused on improving the overall customer satisfaction for the Client Servicing team of Paradox Research, Inc. The department was experiencing challenges from a client management standpoint. For example, there were difficulties in monitoring inquiries raised by various clients, some inquiries were left unresolved. This in return results in poor inquiry resolution and eventually customer dissatisfaction. The research together with collaborators implemented Integrated Action Research (IAR) to resolve the issue. After two cycles they concluded that the issue was rooted in 3 main categories: the need for a comprehensive tracking mechanism, issues on client management, and a need for stronger team collaboration. In the first cycle, they implemented the usage of the Risks, Action, Issue, and Decision (R.A.I.D) Log to monitor progress and completion of client inquiries. They were also successful in measuring the average handling time applying, the same tracking methodology. As a result, they were able to improve the feedback mechanism from a client management perspective. Meanwhile, for the second cycle, they extended the application of R.A.I.D. log to the other departments to address information dependencies. They also defined the glide path to improve the average handling time from the first cycle. The latter cycle then concluded to an agreement on shorter turnaround time and stronger team collaboration. 2022-12-09T08:00:00Z text application/pdf https://animorepository.dlsu.edu.ph/etdm_manorg/83 Management and Organization Master's Theses English Animo Repository Consumer satisfaction Customer services
institution De La Salle University
building De La Salle University Library
continent Asia
country Philippines
Philippines
content_provider De La Salle University Library
collection DLSU Institutional Repository
language English
topic Consumer satisfaction
Customer services
spellingShingle Consumer satisfaction
Customer services
Buen, Francis Anthony F.
Institutionalizing an action and inquiry inventory log to monitor progress and completion of client requests in the Client Servicing Department of Paradox Research, Inc.
description Customer Satisfaction plays an important role in business strategies. It is defined as the manifestation of customers appraisal and feedback. Numerous studies conclude that there is a direct correlation between customer satisfaction and revenue generation. Hence, this study focused on improving the overall customer satisfaction for the Client Servicing team of Paradox Research, Inc. The department was experiencing challenges from a client management standpoint. For example, there were difficulties in monitoring inquiries raised by various clients, some inquiries were left unresolved. This in return results in poor inquiry resolution and eventually customer dissatisfaction. The research together with collaborators implemented Integrated Action Research (IAR) to resolve the issue. After two cycles they concluded that the issue was rooted in 3 main categories: the need for a comprehensive tracking mechanism, issues on client management, and a need for stronger team collaboration. In the first cycle, they implemented the usage of the Risks, Action, Issue, and Decision (R.A.I.D) Log to monitor progress and completion of client inquiries. They were also successful in measuring the average handling time applying, the same tracking methodology. As a result, they were able to improve the feedback mechanism from a client management perspective. Meanwhile, for the second cycle, they extended the application of R.A.I.D. log to the other departments to address information dependencies. They also defined the glide path to improve the average handling time from the first cycle. The latter cycle then concluded to an agreement on shorter turnaround time and stronger team collaboration.
format text
author Buen, Francis Anthony F.
author_facet Buen, Francis Anthony F.
author_sort Buen, Francis Anthony F.
title Institutionalizing an action and inquiry inventory log to monitor progress and completion of client requests in the Client Servicing Department of Paradox Research, Inc.
title_short Institutionalizing an action and inquiry inventory log to monitor progress and completion of client requests in the Client Servicing Department of Paradox Research, Inc.
title_full Institutionalizing an action and inquiry inventory log to monitor progress and completion of client requests in the Client Servicing Department of Paradox Research, Inc.
title_fullStr Institutionalizing an action and inquiry inventory log to monitor progress and completion of client requests in the Client Servicing Department of Paradox Research, Inc.
title_full_unstemmed Institutionalizing an action and inquiry inventory log to monitor progress and completion of client requests in the Client Servicing Department of Paradox Research, Inc.
title_sort institutionalizing an action and inquiry inventory log to monitor progress and completion of client requests in the client servicing department of paradox research, inc.
publisher Animo Repository
publishDate 2022
url https://animorepository.dlsu.edu.ph/etdm_manorg/83
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