CHAPTER I

THE PROBLEM AND ITS SETTING

Background of the study

Transportation has become very important in each stage of human

civilization. If the present means of transportation were not developed, situation of

the world would be totally different. Transportation has contributed much to the

development of economic, social, political and cultural fields and uplifting their

condition. It is a non-separable part of any society1.. It exhibits a very close relation

to the style of life, the range and location of activities. Advances in transportation

has made possible changes in the way of living and the way in which societies are

organized and therefore have a great influence in the development of civilizations.

A bus terminal is a beehive of people at work, a total picture of a transport

facility at its best. It is a place where trade, commerce, livelihood may begin or end.

The loading and unloading of passengers and cargoes to and from the terminal

signals action for everyone. Porters get ready for terminal services and peddlers

for peddling their goods; and, local government terminal personnel supervise

operation and collect fees and charges in accordance to the municipal tax code of

all these activities. Its productivity is monitored for it is a determinant of a bus

terminal’s efficiency in operations. It is a crucial factor in the turn-around-time of

public utility buses, traffic congestion at the poblacion

 2

Bulan Integrated Bus terminal was created through Resolution NO. 054

Series of 2007 enacting and enabling Municipal ordinance NO. 03, series of 2007,

other wise known as “ The Bulan Integrated Terminal Ordinance. It was

established and constructed as LGU’s development and economic extension

program to provide the riding public with a safe, convenient transport facility, local

source of revenue and to generate livelihood among Bulan constituents 2..

The Bulan Integrated Bus terminal management is tasked to ensure a well-

coordinated, streamlined and improved planning, development and financing,

maintenance and operation of the bus terminal. The proper collection and

accounting of all income and revenue due the municipality; and, the realization of

a reasonable return on assets employed. Bulan Integrated Terminal has different

sources of revenues through its imposition of daily parking fees, loading and

unloading fees, washing, sleep fees, and monthly booking office rental fee.

Bulan Integrated terminal is the only bus terminal in the municipality of

Bulan, Sorsogon, serving the municipality’s 63 barangays and other nearby

municipalities including Municipality of Ticao Island, Masbate. Located at barangay

Fabrica of Bulan and 3.5 kilometers away from the poblacion. Moreover, it is the

gateway for passengers and cargoes within the Municipality of Bulan and

Municipality of Ticao island Masbate. It opens trade and commerce through land

conveyances of Ticao Island, Bulan, Legazpi Albay, and Manila. Based on terminal

statistics, the terminal handles about 500-1000 passengers daily and abut 1000-

2000 kilos of baggages, including commercial goods and other marine products.
 3

At present, there are 50 TODA members operating to the terminal, 30

porters servicing passengers and 40 peddlers engaged in peddling. Various

terminal rules and regulations have been provided through an ordinance or

terminal code on portering services, operation of buses, manner and impositions

of fees and charges, operation of TODA, peddling and other commercial stalls

business operation and other terminal operation related concerns.

Based on the terminal code and given its mandated functions of regulatory,

supervisory, and appraisal, terminal management has the authority and should

exercise this power to determine and evaluate its revenue collection and the

delivery of services among its stakeholders.

Statement of the Problem

The purpose of this study is to determine the operational management

practices of Bulan Integrated Bus Terminal. This study will seek answers to the

following questions:

1. What is the profile of the Bulan Integrated Terminal as to:

a. Area and location

b. Years of operation

c. Number of employees

d. Number of bus companies plying franchise routes

e. Bus routes and frequency

 4

f. Daily average number of transient passengers

g. Number of commercial establishments

2. What are the operations management practices employed by Bulan

Integrated Bus Terminal as to:

a. Local revenue collection

b. Monitoring and traffic control

c. Repair and maintenance of the facility

d. Safety and convenience of the riding public.

2.d.1. Security

2d.2. Service Facilities

3. What is the level of efficiency of Bulan Integrated Bus terminal as perceive

by other stakeholders?

4. What are the recommendations that can be proposed to improve the

operations management practices of Bulan Integrated Bus terminal?

Scope and Delimitation

This study covered the operation management practices of Bulan

Integrated Bus terminal in Bulan, Sorsogon. The emphasis is on its profile such as

total lot area, years of operation, number of employees, routes of buses and

frequency, average number of transient passengers, livelihood and commercial

establishment inside the terminal. The study also presents the operational

management practices in terms of local revenue collection from its operation,

 5

monitoring and traffic control, repair and maintenance of the facility, and safety and

convenience of the riding public. The research will cover the year 2014 – 2016.

This study will not include the terminal’s architectural design and other

public utility vehicles.

Significance of the Study

The findings of this study aimed to be useful to the following:

Terminal Management. This paper may provide guidance to Terminal

Management, as part of the LGU economic enterprise, in the formulation of plans

and program that can be used to improve the operations of the terminal.

Riding public. The provision of efficient terminal services is one of the primary

responsibilities of the LGU. It affects all terminal users, primarily the bus

companies and passengers.

Bus Companies. This paper may provide information about the terminal’s

management practices, specifically on monitoring and traffic control inside the

terminal.

Present and future researchers. This study may open up venues for further

researchers on terminal operation and other transportation services concern

 6

Notes

1. http://bca.transportationeconomics.org/benefits/economic-effects, accessed on

july 28,2017

2. Office of the Sangguniang Bayan; Resolution NO. 054 series of 2007

Municipal Ordinance NO. 03 series of 2007

 7

CHAPTER II

REVIEW OF RELATED LITERATURE

The researchers reviewed several related literature and studies having

bearing to the topic of the study. This chapter also includes the synthesis of the

state- of- the -art, the gaps bridged by the study, the theoretical and conceptual

frameworks and the definition of terms.

Operations Management

Operations management refers to the administration of business practices

to create the highest level of efficiency possible within an organization. It is

concerned with converting materials and labor into goods and services as

efficiently as possible to maximize the profit of an organization. Operations

management teams attempt to balance costs with revenue to achieve the highest

net operating profit possible. 1 Operations Management is the fore bearer of

transport operations. The principles used in the manufacturing industry are still

relevant and useful in the successful management of transport operations. 2 The

growing complexity and scope of transport in logistics pose dynamic challenges to

the transport manager.

In the study conducted by Evander, Almenia et al., “The Operational

Practices of Selected Public Utility Bus Companies of Malilipot, Albay” “March

 8

2016”, they studied the operational practices of selected public utility bus

companies in Malilipot, Albay in terms of hiring of personnel; logistics; and repair

and maintenance. They found out that all of the respondents always practice and

require applicants to submit their resume and driver license, that the applicants

have at least one year of work experience and they are physically and mentally fit

to do the job. Most of the respondents always ask for the reason for leaving the

previous employment of the applicants. The respondents always practice taking

shorter routes to reduce expense and scheduling their buses and time of

departure. All of the respondents always allocate funds for repair and maintenance

and always check the major parts of their buses while minor parts are sometimes

checked, They refill fluids and replace spare parts if needed. This study may be

viewed as related to the present study as both studies are concerned with the

operational practices relative to public utility bus, specifically on repair and

maintenance. However, the previous study focused on the operation practices of

bus companies while the present study considered operational management

practices of the bus terminal in Bulan, Sorsogon.3

In the study conducted by Real, Hazel Clariz et al., entitled “Operations

Management Practices of Regal Arrestre and Stevedoring Inc in Bulan, Sorsogon”

“March 2014”, they studied the operational practices of the of Regal Arrestre and

Stevedoring Inc., in terms of personnel, services, and facilities. The following are

the findings of the study: RASI is treating their employee well, Each porter is a

member of the SSS and Phil health, and they also provide bonuses to motivate

them, the employees are not also allowed to work under time by the management.
 9

In terms of operational practices, and problems encountered, their operation is

focused on satisfying the customers. The services being offered by Bulan RASI

corporation are loading, unloading, mooring and porterage. In loading and

unloading the porter load they use the appropriate equipment and ships gear. The

company provided and maintains the required minimum cargo handling, safety,

and related equipment. The cargo handling safety and related equipment shall be

subject to periodic inspection and inventory by the Philippine Ports Authority taking

into account the production rates required, and the safety and related equipment

provided by the corporation. These are an additional cargo handling equipment in

addition to ensure fast, safety and efficient cargo handling.4

Like the author’s belief, the present study aims to identify the problems

encountered in the course of business operation in Bulan, Sorsogon, and to give

necessary recommendations to address those problems. The present study is

different in the sense that it is centered on the operational management practices

of Bulan Integrated Bus Terminal, in Bulan, Sorsogon.

Barcelo, Neil Richard et al., in their study of “Operations Management

Practices of Utility Vehicle Express Service: Its Impact to Financial Performance”

“March 2014”, their main concern is to determine the operation management

practice of UV express in terms of level of compliance with the government’s

regulations; and accounting for revenues and expenditures. The findings revealed

that the management almost always complies with the rules and regulations of the

government agencies the Land Transportation Office (LTO) and the Land
 10

Transportation Franchising and Regulatory Board. With this, the management

doesn’t incur much fines regarding fines and penalties and the management

minimized the accidents. In relation with this study, the researchers both want to

determine the operation management of their respective business entity. 5

In the study conducted by Moral, Andrew entitled “Operation of the

Philippine Ports Authority Terminal Management Office of Matnog, Sorsogon”,

“2001” He studied the management and operation of Philippine ports authority

terminal management office of Matnog, Sorsogon in terms of income generated,

operation of the RO-RO, level of satisfaction of the clientele, and problems

encountered in running the port in order to recommend measures/methods to

improve port operation and management. The port maintain a rational port system

that provide adequate port facilities for regional development and provide efficient

and economical ports service for transshipment and inter modalism. The perceived

level of satisfaction shows that PPA TMO management and operations exhibits

good relationships with the people surrounding the port area. 6

The two studies are similar in considering income generated as a common

independent variable and passengers as respondents in determining the

operations practices . The present study is different in terms of other independent

variables used such as local revenue collection from operation, monitoring and

traffic control, repair and maintenance of the facilities, and safety and convenience

of the riding public. Likewise the subject of the study is Bulan integrated bus

terminal, in Bulan Sorsogon.

 11

The transportation industry

The transportation industry is enormous, encompassing everything from

municipal bus, subway, and commuter-train systems that get folks to and from

work and school to the container ships that transport goods from port to port all

around the globe; from the rail and trucking networks that move those containers

across states, countries, and continents to the airliners we use to fly to destinations

near and far for work and pleasure, to the express shipping companies "for when

it absolutely, positively has to be there overnight."

The industry encompasses all those businesses that move people or goods,

by land, sea, or air, from one point to another. This is a big industry, employing

millions: In addition to the package deliverer, truck driver, and airline attendant-the

ambassadors of the industry-there's a beehive of behind-the-scenes workers

bustling to load containers, fuel airplanes, coordinate the logistics of thousands of

railroad cars, and chart the best routes for truck drivers to take across America. 7

The first form of transport were Shanks pony (the human foot!). However,

people eventually learned to use animals for transport. Donkeys and horses were

probably domesticated between 4,000 and 3,000 BC (obviously the exact date is

not known). Camels were domesticated slightly later between 3,000 and 2,000 BC.

About 3,500 BC the wheel was invented in what is now Iraq. At first, wheels were

made of solid pieces of wood lashed together to form a circle but after 2,000 BC

they were made with spokes.8

 12

Boholano, Cherry in her study of “The Bus Transport Industry in the

Province of Albay,” “2000” studied the current state of its capitalization,

organization, and operation. She also discusses the internal and external problems

encountered by the bus transport industry and how to strengthen the bus

transportation industry to meet the present and future requirements of the

organization. Both studies shared similar objective to improve the operation

relative to bus industry. However, the present study is different in terms of its

focus, which is a bus terminal.9

Based from her conclusion, the bus transport operators in the first district of

Albay is a group of entrepreneurs who invested in a privately owned and personally

funded risky type of business. The current state of capitalization, organization, and

operation of the bus transport industry is regarded as a small scale industry which

can expand into a medium-scale or even to a large-scale/ Since the industry is

vulnerable to internal and external problems, it requires a very systematic kind of

management. Bus operators focused more on solutions to external problems since

these are beyond their control.

Terminal

According to Dr. Jean-Paul Rodriguez and Dr. Brian Slack, a terminal may

be defined as any facility where passengers and freight are assembled or

dispersed. Both cannot travel individually, but in batches. Passengers have to go

to bus terminals and airports first, where they are "assembled" in busloads or
 13

planeloads to reach their final destinations where they are dispersed. Freight has

to be consolidated at a port or a rail yard before onward shipment. Terminals may

also be points of interchange involving the same mode of transport. Thus, a

passenger wishing to travel by train from Paris to Rotterdam may have to change

trains in Brussels, or an air passenger wishing to fly between Montreal and Los

Angeles may have to change planes in Toronto. Terminals may also be points of

interchange between different modes of transportation, so that goods being

shipped from the American Mid-West to the Ruhr in Germany may travel by rail

from Cincinnati to the port of New York, put on a ship to Rotterdam, and then

placed on a barge for delivery to Duisburg. Transport terminals, therefore, are

central and intermediate locations in the movements of passengers and freight.

Any location where freight and passengers either originates, terminates, or

is handled in the transportation process. Terminals are central and intermediate

locations in the movements of passengers and freight. They often require specific

facilities and equipment to accommodate the traffic they handle.

Terminals may be points of interchange within the same modal system and

which insure a continuity of the flows. This is particularly the case for modern air

and port operations with hubs connecting parts of the network. Terminals,

however, are also very important points of transfer between modes. Buses and

cars deliver people to airports, trucks haul freight to rail terminals, and rail brings

freight to docks for loading on ships. One of the main attributes of transport

terminals, international and regional alike, is their convergence function. They are

indeed obligatory points of passage having invested on their geographical location

 14

which is generally intermediate to commercial flows. Thus, transport terminals are

either created by the centrality or the intermediacy of their respective locations. In

some cases, large transport terminals, particularly ports, confer the status

of gateway or hub to their location since they become obligatory points of transit

between different segments of the transport system.10

Revenue Collection

One of a government’s functions is to collect taxes and other revenues.

The process involves many actors including the revenue collections office,

accounting office, the government’s attorney, budget office, taxpayers, tax

assessor, local government’s treasurer, other departments or agencies, other

governments at the state and/or local level, commercial banks, and private

collection agencies.11

Monitoring and traffic control

Most public transportation systems, either highway or rail, are prone to

various operational problems, including congestion, delays, poor on-time

performance, high costs, and deteriorating quality of travel experience. However,

there are some cases in which system performance can be elevated with new

infrastructure, technology, and/or service and management innovations. Many

studies have focused on location planning of a transit facility adjacent to potential

 15

destinations for large numbers of transit passengers. Optimizing the performance

of transfer centers such as bus terminals and major train stations is also a popular

subject in this field. The transit industry is not exempt from the trend toward

increased use of new technologies. Global-positioning-systems (GPS) and other

location technologies (e.g. RFID Systems) can be coupled with wireless

communication, enabling transit vehicles to be tracked in real-time.

These technologies make it possible to control and coordinate transit vehicle

movement

en-route, enhancing the connectivity between bus lines at transfer terminals. The

Taipei Bus Station (TBS), inaugurated in 2009, is the main terminal and hub for

intercity bus services. It is situated at the crossing of two major arterials (Cheng-

De Road and Civil Boulevard) in Taipei Metropolitan Area. TBS is a three-level

terminal with 39 gates for regular operations and hosts 11 companies serving 40

inter-city express bus routes.12

REPAIRS AND MAINTENANCE

This includes repairs and restoration of public spaces including walls, floors,

ceilings and doors plus all trouble calls that are generated by the campus client or

identified by in-house staff. Routine maintenance is funded by Facilities

Management in state funded space. Clients in non-state funded space may

arrange for any of these services for a single event or as an ongoing service by

submitting a Facilities Service Request.13

 16

SYNTHESIS OF THE STATE-OF-THE ART

The different information generated from different sources added insights

to the research of this study. The literatures have found the importance of the

operating practices in the business operation, especially in transportation business

and terminals. Operations Management as fore bearer of transport operations

pose dynamic challenges to the transport manager due to the growing complexity

and scope of transport in logistics.

It is more important that all aspects of the business operation are properly

planned and executed in order for the business to achieve the desired goal. This

study focuses on the operational management practices of Bulan Integrated Bus

Terminal in order to improve the management and operational practices with

regards to local revenue collection from its operation; Monitoring and traffic control;

Repair and maintenance of the facility; and Safety and convenience of the riding

public which are very important on the management of the organization,

commercial establishment within the area, and the passengers.

Gaps Bridged by the Study

All of the studies that the researchers reviewed focused on the importance

of the transportation industry in the economy. Most of the related studies are

about the operational management practices in the respective industry, such as

 17

“The Operational Practices of Selected Public Utility Bus Companies in Malilipot,

Albay,” “Operations Management Practices of Regal Arrestre and Stevedoring Inc

in Bulan Sorsogon,” “Operations Management Practices of Utility Vehicle Express

Service: Its Impact to Financial Performance,” and “Operation of the Philippine

Ports Authority Terminal Management Office of Matnog Sorsogon.” The study on

the “Bus Transport Industry in the Province of Albay” by Boholano is about the

current state of its organization, capitalization, and operation.

The present study focuses on the operation management practices of Bulan

integrated terminal and the problem that they encountered. From the materials of

the studies that have been reviewed, there was no study found particularly on the

operation management practices of a bus terminal. This study will provide the gap

on bus terminal operation because there has not been same study conducted yet.

Theoretical Framework

The theoretical framework of the study is presented in Taylor’s Total Quality

Customer Service Concept as shown in figure 1. Taylor’s theory pointed that the

delivery of quality service in organization resolves among three factors: the

purpose of the organization, its process and the customer satisfaction

The purpose is according to the mission of the organization and that

successful service institutions make its point that their mission focuses on the

dispensation of quality service for the satisfaction of the customer. Process simply
 18

refers to the system used in service offered. The system should be adoptable to

suit the needs of the customers.

The theory of Taylor relates to the Bulan Integrated Terminal because they

must know the standards or basics in operating their business. They must also

learn to continuously seeks and exploits opportunities for improvement at all levels

because it is not all about providing service and making a profit but also about

offering quality service to the customers. The Bulan Integrated Terminal using the

total quality customer service concept by Taylor and guided by the organization

will result in the quality service, effective management and progress of Bulan

integrated terminal.
 19

QUALITY SERVICE

ORGANIZATION

PROCESS
PURPOSE OF CUSTOMER’S
ORGANIZATION SATISFACTION

GOAL

Figure1 theoretical framework

By Frederick Taylor
 20

Conceptual Framework

Every organization needs to have a system for management, from the

smallest kind up to the largest. They need their own management style to perform

smooth and effective operation to accomplish their goals and objectives.

Figure 2 shows the overall study. The profile of Bulan Integrated Bus

Terminal are given in terms of the area and location, years of operation, daily

average number of transient passengers, number of commercial establishments,

number of employees, number of bus companies plying franchise routes, and bus

routing and frequency. The operational management practices will be determined

in terms of local revenue collection from its operations, monitoring and traffic

control, repair and maintenance of the facility, safety and convenience of the riding

public. The data will serve as a guide to look over closely the factors that affect the

the public using the terminal.

The result of this study will likewise provide information on the problems

encountered by public utility bus companies along operational practices. The study

is seeking to gain answers from its respondents in order to formulate solutions and

recommendations to improve the operations of the Bulan Integrated Bus Terminal.

 21

BULAN INTEGRATED Profile of the Bulan Integrated Terminal as to:

TERMINAL
o Area and location
o Years of operation
o Number of employees
o Number of bus companies plying
franchise routes
o Bus routes and frequency
o Daily average number of transient
passengers
o Number of commercial
establishments
FEEDBACK

PROBLEMS Operations management practices employed by

ENCOUNTERED the company in terms of:
a. Local revenue collection
b. Monitoring and traffic control
c. Repair and maintenance of the facility
d. Safety and convenience of the riding
public.
2.d.1. Security
2d.2. Service Facilities

Figure2 Conceptual Framework

 22

Definition of terms

For the purpose of this study, the terms used herein shall unless the context

indicates otherwise, mean or to be understand to mean, as follows:

Operations management- Operations management refers to the administration

of business practices to create the highest level of efficiency possible within an

organization. It is concerned with converting materials and labor into goods and

services as efficiently as possible to maximize the profit of an organization.

Operations management teams attempt to balance costs with revenue to achieve

the highest net operating profit possible.

Local revenue collection- The amount of money that the terminal actually

receives from its sources of income like monthly rentals of business establishment,

parking fees, washing fees and other charges imposed by the terminal

management

Repair and maintenance - The costs incurred to bring an asset back to an earlier

condition or to keep the asset operating at its present condition.

Monitoring and traffic control– refers to the activity or practices of the terminal

in terms of its monitoring and traffic control inside the terminal

 23

Safety and Convenience- refers to the safety and the state of being able to

proceed with something with little effort or difficulty of the terminal users.

NOTES

1 Operation Management, www.investopedia.com/terms/o/operations-

management.asp, accessed August 15, 2017

2 http://www.asean.org, accessed August 15, 2017
3 Evander, Almenia et al. The Operational Practices of Selected Public Utility Bus

Companies of Malilipot Albay. Unpublished Undergraduate Thesis. Divine Word

College of Legazpi. (March 2016). Accessed August 29, 2017.

4 Real, Hazel Clariz et al. Operations Management Practices of Regal Arrastre

and Stevedoring Inc in Bulan, Sorsogon. Unpublished Undergraduate Thesis.

Divine Word College of Legazpi (March 2014). Accessed Auguest 30, 2017.
5 Barcelo, Neil Richard et al. Operations Management Practices of Utility Vehicle

Express Service: Its Impact to Financial Performance. Unpublished

Undergraduate Thesis. Divine Word College of Legazpi. (March 2014). Accessed

August 30, 2017

6 Moral, Andrew. Operation of the Philippines Ports Authority Terminal

Management Office of Matnog Sorsogon. Unpublished Undergraduate Thesis.

Divine Word College of Legazpi (2001). Accessed August 31, 2017.

7 The transportation industry, www.wetfeet.com/articles/industry-overview-

transportation, accessed August 15, 2017

 24

8 History of transportation, www.localhistories.org/transport.html, accessed

August 18, 2017

9 Boholano, Cherry. The Bus Transport Industry in the Province of Albay.

Unpublished Undergraduate Thesis. Divine Word College of Legazpi. (2000).

Accessed August 31, 2017

10 Terminal, The Geography of Transport System /

https://people.hofstra.edu/geotrans/eng/ch4en/conc4en/ch4c1en.html, accessed

August 22, 2017

11 Revenue collection, www.gfoa.org/topic-areas/revenue-collection, accessed

August 27, 2017

12 Monitoring and traffic control,

www.jstage.jst.go.jp/article/easts/10/0/10_1809/_pdf, accessed August 29, 2017

13 Repairs and Maintenance, www.facilities.ucla.edu/services/building-repair-

maintenance/repairs-maintenance, accessed August 29, 2017.

 25

CHAPTER III

RESEARCH METHODOLOGY

This chapter presents the research design, sources of data, instrument

used, respondent of the study, data collection procedure, and data analysis

procedure which are essential in finding solutions to the problems presented in this

study.

Research Design

This study will attempt to evaluate certain variables used in the conduct of

research relative to the operation of the terminal and the management's pursuit of

excellent service to its users. Likewise, the problems presented and the

recommendations to improve the services.

This study will use the descriptive method as this research will gather and

describe information about present condition prevailing in Bulan Integrated Bus

terminal as it existed during the time of the study. It will also discussed the

problems encountered by the management in its operation.

Sources of data

In this study, the researcher will utilize the primary and secondary data. The

results from questionnaires will serve as the source of primary data of the research

study.
 26

The secondary data will come from various references such as local

undergraduate theses found at DWCL graduate library, foreign theses, reference

books, and the internet. Another source of secondary data were obtained from

various reports given by the management which includes the ‘Office of the

Sangguniang Bayan; Resolution NO. 054 series of 2007’, and ‘Municipal

Ordinance NO. 03 series of 2007’ on the rules and regulations on portering

services and other terminal related operation.

Respondent of the study

The respondents of this study are the manager and other personnel

involve in the actual operation of the terminal. To validate their responses,

passengers and Bus companies inside the terminal were also considered as

respondents.

Research Instrument

Interviews will also be conducted to determine the operations in local

revenue collection, monitoring and traffic control, repair and maintenance of the

facility, and the safety and convenience of the riding public. The researchers will

be distributing a questionnaire to the respondents and conduct an interview to

support and enhance the gathered data. In this method the respondents will find it

easier to give specific data and answers to the questions asked by the researchers.

This will be prepared by the researchers based on the statement of the problem

and through the ideas gained from studies and literature. The survey questionnaire
 27

consisted of 3 parts; first part will cover the profile of the organization, part two will

be the operational practices by the Bus terminal in terms of local revenue

collection, monitoring and traffic control, repair and maintenance of the facility, and

safety and convenience of the riding public. The last part is the identification of the

problem encountered by the Bulan Integrated Bus terminal.

There will be another set of questionnaires for the passenger respondents.

Documentary evidence will also be used to support and validate the facts

mentioned in this study

Data Gathering Procedure

Before the conduct of this study, the researcher will prepare a letter

addressed to the respondent manager of Bulan Integrated Bus Terminal, stating

the title of the thesis and the objective of the study and seeking his approval to

conduct interview, the letter of request will be noted and approved by the thesis

professor and the dean, respectively. After the approval, the researcher will

request for the respondent's availability as to the time and date of the interview.

The questionnaire will then be given to the respondents to serve as a guide during

the interview.

Statistical Treatment of Data

The data gathered from the written and formal interview will be summarized

and described. The responses from the questionnaires in terms of the profile of
 28

the terminal, operations management practices and problems encountered will be

tabulated, analyzed, and interpreted using the weighted mean.

The numerical rating will be transformed into adjectival ratings as follows:

Scale Numerical rating Adjectival rating

3 2.51 – 3.00 Always practiced

2 1.51 – 2.50 Sometimes practiced

1 1.00 – 1.50 Never practiced

Scale Numerical rating Adjectival rating

3 2.51 – 3.00 Always encountered

2 1.51 – 2.50 Sometimes encountered

1 1.00 – 1.50 Never encountered

 29

CHAPTER IV

OPERATIONS MANGAGEMENT PRACTICES OF BULAN INTEGRATED BUS

TERMINAL

This chapter presents the analysis and interpretation of the data gathered

on the Study of the Operations Management of Bulan Integrated Bus Terminal. It

consists of the information gathered by the researchers to the Passengers,

employees of the Bus Companies and Staff of Bulan Integrated Bus Terminal.

The presentation consists of the parts namely; the profile of the Bulan

Integrated Bus Terminal in terms of Area and location, Years of operation, Number

of employees, Number of bus companies plying franchise routes, Bus routes and

frequency, Daily average number of transient passengers, and Number of

commercial establishments and the second part will be about operations

management practices employed by Bulan Integrated Bus Terminal as to: Local

revenue collection, Monitoring and traffic control, Repair and maintenance of the

facility, Safety and convenience of the riding public . The last part is the

identification of the problem encountered by the Bulan Integrated Bus terminal.

Part I. Business profile of the Bulan Integrated Bus Terminal.

The Bulan Integrated Terminal is located at Barangay Fabrica Bulan

Sorsogon with a total of 30,000 square meters or 3 hectares which has been

operating for 10 years. The terminal have 27 employees and 13 bus companies
 30

are plying franchise routes. The Terminal have a daily average number of 200 to

300 transient passengers.

On a regular day basis the bus routes and frequency from Bulan to Legazpi

is 18 trips a day on the other hand Bulan to Manila is 13 trips a day. The Terminal

also have 15 commercial establishments.

Part II. Operations management practices employed by Bulan Integrated Bus

Terminal.

Operations management practices employed by Bulan Integrated Bus

Terminal in Local revenue collection, Monitoring and traffic control, Repair and

maintenance of the facility, Safety and convenience of the riding public.

Table 1

Operations management practices employed by Bulan Integrated Bus Terminal

along Local revenue collection
Indicators Management
Weighted Mean Description
a. Daily/Monthly collection of fees 3 Always practiced
b. Recording and posting of revenue
collection 3 Always practiced
Total Weighted Mean 3 Always practiced

LEGEND: 2.51 - 3.00 ALWAYS PRACTICED

1.51 - 2.50 SOMETIMES PRACTICED
1.00 - 1.50 NEVER PRACTICED

Table 1 shows that under the Local revenue collection, Bulan Integrated

Bus Terminal always practiced Daily/Monthly collection of fees and Recording and

posting of revenue collection. This findings revealed that company always monitor

the fees by Recording and posting of revenue collection. The management have
 31

showed the significance of timely and accurate financial statements.

Table 2
Operations management practices employed by Bulan Integrated Bus Terminal
along Monitoring and Traffic Control
Indicators Management Bus Companies Passengers
Weighted Weighted Weighted
Mean Description Mean Description Mean Description
Regular scheduling of Always Always Always
Bus 3 practiced 3 practiced 2.7 practiced

Information system is
accessible to the Sometimes Always Sometimes
public 2 practiced 2.6 practiced 2.4 practiced

Always
Booking of travels 3 practiced n/a n/a n/a n/a

Allowed advance
booking and Sometimes Always Always
reservation 2 practiced 2.73 practiced 2.6 practiced

Separate bus exit and Always Always Always

entrance 3 practiced 3 practiced 3 practiced

Sometimes Sometimes Sometimes

Tracking of Bus arrival 2 practiced 2.13 practiced 2.2 practiced

There is a trained
terminal personnel to
monitor the bus Sometimes Sometimes Sometimes
arrival and parking 2 practiced 2.47 practiced 2.4 practiced

Total Weighted Mean Sometimes Always Always

2.43 practiced 2.66 practiced 2.55 practiced

LEGEND: 2.51 - 3.00 ALWAYS PRACTICED

1.51 - 2.50 SOMETIMES PRACTICED
1.00 - 1.50 NEVER PRACTICED

shows that the bus drivers always follow the practice of Separate bus exit

and entrance. Under the variable of Regular scheduling of Bus the respondents

answered always practiced. Furthermore the variables that the respondents

answered that they sometimes practiced Tracking of Bus arrival, and trained
 32

terminal personnel to monitor the bus arrival and parking. The findings revealed

that there is no need for a personnel to monitor each bus arriving to the terminal.

The results from the respondents were different under the Information

system is accessible to the public, and Allowed advance booking and reservation.

The information system is always accessible to the Bus companies while the

passengers is sometimes accessible depending on the situation. The passengers

are not allowed to advance booking and reservation on a holiday season to give

chance to other passenger to travel to their province or to other places.

Table 3
Operations management practices employed by Bulan Integrated Bus Terminal
along Repair and Maintenance of the facility

Indicators Management Bus Companies Passengers

Weighted Weighted Weighte
Mean Description Mean Description d Mean Description
Daily
cleaning/maintenance Always Sometimes Sometimes
of restrooms 3 practiced 2.47 practiced 2.2 practiced

Frequent cleaning of
the passengers Always Sometimes Sometimes
waiting area 3 practiced 2.33 practiced 2 practiced

Repair of some broken Sometimes Sometimes Sometimes

parts in the facility 2 practiced 2.13 practiced 1.7 practiced

Total Weighted Mean Always Sometimes Sometimes

2.67 practiced 2.31 practiced 1.97 practiced

LEGEND: 2.51 - 3.00 ALWAYS PRACTICED

1.51 - 2.50 SOMETIMES PRACTICED
1.00 - 1.50 NEVER PRACTICED
 33

Table 3 shows that the results from the respondents were different under

Daily cleaning/maintenance of restrooms, and frequent cleaning of the passengers

waiting area. While sometimes practiced in Repair of some broken parts in the

facility. This findings revealed that the Terminal lack in maintaining and cleaning its

facilities.

Table 4

Operations management practices employed by Bulan Integrated Bus Terminal

along Safety and convenience of the riding public

Indicators Management Bus Companies Passengers

Weighted Weighted Weighted
Mean Description Mean Description Mean Description
Functioning security Sometimes Sometimes Sometimes
personnel 2 practiced 2.4 practiced 2.3 practiced

Passenger service Sometimes Always Always

counter staff 2 practiced 2.73 practiced 2.6 practiced
Install CCTV in the Never Never Never
area 1 practiced 1.2 practiced 1.2 practiced
Portering services Always Always Always
3 practiced 2.73 practiced 2.6 practiced
Accommodate Sometimes Always Sometimes
strandees 2 practiced 2.6 practiced 2.3 practiced

Total Weighted Mean Sometimes Sometimes Sometimes

2 practiced 2.33 practiced 1.85 practiced

LEGEND: 2.51 - 3.00 ALWAYS PRACTICED

1.51 - 2.50 SOMETIMES PRACTICED
1.00 - 1.50 NEVER PRACTICED

Table 4 shows that the variables that the respondents answered that the Terminal

always practicing Portering services. It shows that the staff is always stationed to

assist those who are entering the terminal. The respondents answered that they
 34

sometimes practiced Functioning security personnel. Furthermore the results from

the respondents were different under, Passenger service counter staff, and

Accommodate strandees.It also shows that the terminal do not install new CCTV

in the area.

Part IV. PROBLEMS ENCOUNTERED

The Bulan Integrated Terminal Encountered the following:

Local revenue collection

• Delayed payment of rentals
• Overdue arrears
• Filching of revenue by some employees
• Theft

Monitoring and traffic control

• Delayed trips
• Congestion of buses
• Disarray allocations of parking spaces
• Lack of traffic signage
• Luggage switching
• Unfair competitions of bus companies

Repair and maintenance of the facility

• Insufficient funds for maintenance
• Indolent maintenance personnel
• Delayed release of maintenance supplies
• Lack of maintenance personnel

Safety and convenience of the riding public

 35

• Arrogant tricycle drivers and porters

• Overcharging of fare
• Bus road worthiness
• Presence of pickpockets inside the terminal
• Loss luggage
• Rude Porters
•
Part V. RECOMMENDATION

The management of the Bulan Integrated Bus Terminal recommended the

following:

 Must have highly skilled and trained staff that can provide efficient

service to the customer

 Must conduct trainings/ seminars

 Implement new program

 Strictly follow the rules and regulation of the terminal

 Modernization of equipment used in operation

 Additional security method

 36

CHAPTER V

SUMMARY, FINDINGS, CONCLUSIONS AND RECOMMENDATION

This chapter presents a brief and generalized view of the areas of the study.

These are the findings, conclusions and recommendations based on the analysis

of the results of the study on the Operations Management Bulan Integrated Bus

Terminal done by the researcher.

Summary

Terminal is a building where buses regularly stop and passengers are

assembled to get on and off to reach their final destinations where they are

dispersed.

This study was conducted to determine the operations management of

Bulan integrated bus terminal

Specifically, this study sought answers to the following questions:

1. What is the profile of the Bulan Integrated Terminal as to:

a. Area and location

b. Years of operation

c. Number of employees

d. Number of bus companies plying franchise routes

e. Bus routes and frequency

f. Daily average number of transient passengers

g. Number of commercial establishments

 37

2. What are the operations management practices employed by Bulan

Integrated Bus Terminal as to:

a. Local revenue collection

b. Monitoring and traffic control

c. Repair and maintenance of the facility

d. Safety and convenience of the riding public.

2.d.1. Security

2d.2. Service Facilities

3. What is the level of efficiency of Bulan Integrated Bus terminal as perceive

by other stakeholders?

4. What are the recommendations that can be proposed to improve the

operations management practices of Bulan Integrated Bus terminal?

The management, bus companies, and passengers were given

questionnaires for the researchers to have a full view of their operations. The

questions were about the business profile, the operations management practices

employed by Bulan Integrated Bus Terminal as to: Local revenue collection,

Monitoring and traffic control, Repair and maintenance of the facility, Safety and

convenience of the riding public, and the problems encountered to those variables

mentioned.

The researchers used the descriptive method in the study. Primary data

were from the responses of the management, bus companies, and passengers of

the terminal on the questionnaires provided

 38

Findings

Based on the analysis of the information by the respondents, the important

findings of the study were:

I. Business Profile

1. Area and location

The researchers found out that the Bulan Integrated Terminal is located

at Barangay Fabrica Bulan Sorsogon with a total of 30,000 square

meters or 3 hectares

2. Years of operation

The Bulan Integrated Bus Terminal has been operating for 10 years

3. Number of employees

From the data gathered and analyzed data, the terminal have 27

employees base on the researchers findings

4. Number of bus companies plying franchise routes

The researchers have found out that the terminal have 13 bus

companies

5. Bus routes and frequency

The researchers found out that on a regular day basis the bus routes

and frequency from Bulan to Legazpi is 18 trips a day on the other hand

Bulan to Manila is only 13 trips a day.

6. Daily average number of transient passengers

 39

The Terminal have an average of 200 to 300 passengers daily according

to the researchers’ data gathered

7. Number of commercial establishments

15 commercial establishments

II. Operations Management Practices employed by Bulan Integrated Bus

Terminal

1. Local Revenue Collection

The researchers found out that the management in terms of Local revenue

collection answered always practice in the selected variables: Daily/Monthly

collection of fees and Recording and posting of revenue collection

2. Monitoring and Traffic Control

The researcher determined that the Monitoring and traffic control were

based on the variable: Regular scheduling of Bus, Information system is accessible

to the public, Booking of travels, Allowed advance booking and reservation,

Separate bus exit and entrance, Tracking of Bus arrival, and trained terminal

personnel to monitor the bus arrival and parking.

The respondents have similar answer of always practice in regular

scheduling of Bus and Separate bus exit and entrance. Same answer of

sometimes practice in Tracking of Bus arrival and There is a trained terminal

personnel to monitor the bus arrival and parking

Information system is accessible to the public is answered always practice by the

bus companies while the management and passengers answered sometimes

practice
 40

The management answered always practice in Booking of travels. In

Allowed advance booking and reservation the management answered that they

sometimes practice while the passengers and bus companies answered always

practice.

On overall Monitoring and Traffic Control, The management, bus

companies and passenger have a total weighted mean of 2.43 (Sometimes

practiced), 2.66 (Always practiced) and 2.55 (Always practiced), respectively.

3. Repair and Maintenance of the facility

Repair and maintenance of the facility was evaluated by the Management,

bus companies, and passengers based on the selected variables: Daily

cleaning/maintenance of restrooms, Frequent cleaning of the passengers waiting

area, and Repair of some broken parts in the facility

Both respondents answered sometimes practice in Repair of some broken

parts in the facility. In the variables Daily cleaning/maintenance of restrooms, and

Frequent cleaning of the passengers waiting area the management answered

always practice while the bus companies and passengers answered sometimes

practice.

On overall Repair and maintenance of the facility, The management, bus

companies and passengers have a total weighted mean of 2.67 (Always

practiced), 2.31 (Sometimes practiced) and 1.97 (Sometimes practiced),

respectively.
 41

4. Safety and convenience of the riding public

Safety and convenience of the riding public were compared based on the

answers of the respondents in the variables of: Functioning security personnel,

Passenger service counter staff, Install CCTV in the area, Portering services, and

Accommodate strandees

The respondents have similar results of always practice of Portering

services. They answered sometimes practice in Functioning security personnel,

Accommodate strandees and never practice in Installing CCTV in the area. The

respondent have different answer in Passenger service counter staff and

Accommodate strandees.

III. Problems Encountered in the Bulan Integrated Bus Terminal.

1. Local revenue collection

Problems in Local revenue collection were compared based on the selected

variables: Delayed payment of rentals, Overdue arrears, Filching of revenue by

some employees, and theft. The management showed result of sometimes

practiced on the variables Delayed payment of rentals Overdue arrears, and

Filching of revenue by some employees; on the other hand theft is never

encountered. Total weighted means translate to sometimes encountered.

2. Monitoring and traffic control

Problems in Monitoring and traffic control were compared based on the

selected variables: Delayed trips, Congestion of buses, Disarray allocations of

 42

parking spaces, Lack of traffic signage, Luggage switching, and unfair

competitions of bus companies. The management showed result of sometimes

practiced on the variables Delayed trips, Disarray allocations of parking spaces,

Luggage switching, and unfair competitions of bus companies; on the other hand

Congestion of buses and Lack of traffic signage was never practiced. Total

weighted means translate to sometimes encountered.

3. Repair and maintenance of the facility

Problems in Repair and maintenance of the facility were compared based

on the selected variables: Insufficient funds for maintenance, Indolent

maintenance personnel, Delayed release of maintenance supplies, and Lack of

maintenance personnel. The management showed result of always encountered

on the variables Insufficient funds for maintenance, Delayed release of

maintenance supplies, and Lack of maintenance personnel; on the other hand

Indolent maintenance personnel was sometimes encountered. Total weighted

means translate to sometimes encountered.

4. Safety and convenience of the riding public

Problems in Repair and maintenance of the facility were compared based

on the selected variables: Arrogant tricycle drivers and porters, Overcharging of

fare, Bus road worthiness, Presence of pickpockets inside the terminal, Loss

luggage, and Rude porters. The above variables was all answered sometimes

encountered. Total weighted means translate to sometimes encountered.

 43

Conclusions

Based on the foregoing findings, the following conclusions were arrived at:

I. The Bulan Integrated Bus Terminal in terms of Area and location,Years

of operation, Number of employees, Number of bus companies plying

franchise routes, Bus routes and frequency, and Daily average number

of transient passengers

The Bulan Integrated Bus Terminal have operated for 10 years. This means

that the companies are still new in Bulan, Sorsogon but have the potential of

operating for a longer period. The terminal have 13 bus companies plying franchise

routes and 200 to 300 transient passengers daily and still growing in number. This

is a proof that they maintained quality services offered to their clients.

II. Operation Management Practices Employed by Bulan Integrated Bus

Terminal in terms of Local revenue collection, Monitoring and traffic

control, Repair and maintenance of the facility, Safety and convenience

of the riding public

The researchers concluded that Bulan Integrate Terminal is good at

maintaining the records of their revenue collection because the result show that

they always practice them. The researchers arrive to the conclusion that the

terminal successfully perform safety and convenience within the organization. The

company also provides an effective maintenance of the facility to keep premises

 44

safe and preventive action to protect passengers and employees from dangerous

situation.

III. Problems Encountered in the Bulan Integrated Bus Terminal in terms

Local revenue collection, Monitoring and traffic control, Repair and
maintenance of the facility, and Safety and convenience of the riding
public

The researchers concluded that the company are good in handling the

problems they encounter in their operation management practices. It was

concluded based on the findings that the company have a total weighted average

of one always encountered and three sometimes encountered. This is because the

plans that the management formulated regarding the problems encountered are

followed and the strategies are well implemented.