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The Assessment of the Training Program for Employees of VXI Business Process Outsourcing
Company
Submitted by:
Cruz. Audrey Melody B.
Donoso, Charmaine
Rabino, Laurence R.
Sanchez, Sofia R
Torres, Le-Anne Fe G.
09757659899
Submitted to:
(Professor)
August 7, 2018
Table of Contents
Acknowledgement …………………………………………………………………… ii
Introduction ……………………………………………………..…..
Assumption…………………………………………………………….
Presentation of Result
BIBLIOGRAPHY ………...………………………………………………
APPENDICES
The “SYNTAX” a group of students that was composed with mostly third year
irregular accountancy students. The researcher would like to thank the Lord for his
miraculous gifts of Knowledge, patience, strength to complete this research. Next to that
the researchers would like to thank University of Manila for the opportunity to use our
knowledge to put a research in the history while studying accountancy. Next to families
who support and guide the journey towards great understanding of the knowledge.
for thinking the welfare of the students of the future which we claim that we include.
Next is to the faculty and management, especially to Dean Lourdes Sabile and Dean
Alexander Salva for nurturing us and previous generations of great future accountants
that continued the legacy until this day, and so forth. Also, to ourselves for continuing to
prosper even through the challenges given to us. That through this challenges we were
able to learn to cope with the worlds given situations to further pass humanity, not only
Last but not the least, we thank the Almighty God, our families, and friends for
their constant encouragement, guidance, strength and love without which this study
The Researchers
CHAPTER I
Introduction
primary business activities and functions to a third-party provider. BPO services include
payroll, human resources (HR), accounting and customer/call center relations. BPO
outsourcing because of two main reasons: Outsourcing is often far less expensive than
doing the work in-house. The other reason companies outsource to a BPO is because
more often than not the BPO provides a better services. For instance large E-commerce
providers might be superb at creating online platforms and driving traffic, but they aren't
good at all at customer support because they lack people skills. So what do they do?
The best way is to keep core activities in-house and outsource activities they may not
BPOs have a service level agreement or SLA with their customers. This ensures
the quality of work they can provide since this is a clear metrics of their performance.
Usually this is the basis on how they will be paid. They are paid once they meet the set
expectations from their client. This is provided with quality and a quick turnaround time.
Furthermore, BPO’s that take on projects because they are often better at providing this
take on customers who are still growing and therefore need BPO’s that can help them
grow. If you will join these BPOs, you could grow fast from a customer service agent to
Of course, as all services go, there are also some downsides of Business
Process Outsourcing. However most of the cons are far outweighed by the pros. The
for developing knowledge to work. Training and Development is the foundation for
This thesis reports, the findings of a thorough study to assess the employees as
a result of the training and development in VXI, a Business Process Outsourcing (BPO)
Company. Emphasis is placed on the VXI Company’s training and development for its
employees. For the record, VXI, the worldwide leader in customer management
experience, was recently honored at the 11th International ICT Awards held in Manila
on 2017, March 22nd. The company’s Philippines operation was awarded the Best
Contact Center and BPO Company of the Year, and was recognized as an outstanding
company and an inspirational role model for the industry, for the Philippine business
community, and internationally. VXI Philippines was also a top three finalist for Best
Company of the Year and Best Employer of the Year at the awards ceremony that
included the participation of all major IT and BPO service providers in the region.
To assist in the possible improvement in the human resource management of
BPO companies, we need to understand the impact of training and development for the
employees of VXI Company who had undergone the training and development.
The research study aims to assessment of the training program for employees of
VXI business process outsourcing company specifically, the study sought to answer to
1. What is the demographic profile of the respondents in VXI are in terms of:
1.1 Age
2.2 Training
3.1 Knowledge
The researchers assume that the employees in the VXI Business Process
Outsourcing Company are being more productive and effective through training and
Training and development basically wants to rely every employee how to become
fully develop in terms of work, this program wants to give general information or
Training and development goal is not just to give information to the employee but
organizational productivity and enrichment. This program has a simple target to every
employee. It has to ensure that all employees know the basic requirements to conduct
the job efficiently and smoothly. Most training and development programs do not focus
important to remember that they are not just meant to teach a specific skill or set of
skills. They are also designed to expand their personnel’s qualifications, so that they will
Employees: The information presented will enable them to act accordingly in the
training and development practices because as early as now, through this research
study, they will be able to see the perception, benefit, importance of training in the
organization. The study can help them to increase their knowledge and skills whereas
organizational development.
Students: The learning would give the researcher another view of the practical
world on continuing education to further cope with changes and betterments. That
diploma would just start another world of learning and self actualization.
Management: The output of this study can be used by the management for
management may gain additional knowledge regarding training services and strategic
goals.
Future Researcher: The findings of this study will serve as a reference and
good source of information for the future researcher. This study may be one of the
located at L3 Walter Mart Munoz , EDSA, Veterans Village , Bungad ,Quezon City, for
the reason of; it is one of the leading BPO Company in the Philippines. The researchers
the study that the researchers conducting about training and development of
employees. The study considers the demographic profile: age, gender and civil status.
through convenience sampling method that are available for the study.
would be only ranking or rating. The study only covers about the Assessment of the
employees on the result of training and development program to the selected regular
researchers include additional interview exclusive for 50 regular employees with higher
positions. Open-ended questions were used to have a better and clearer understanding
Definition of Terms
improve the recipient's performance or to help him or her attain a required level of
knowledge or skill.
Change behavior- assessing behavior involves observing whether the trainees applied
Modify skills- a particular combination of skills that a person has developed, especially
individual to perform tasks, handle operations or provide services that are either usually
CHAPTER II
This chapter contains the presentation of ideas and concepts related to the
researchers chosen study gathered from different sources including books, periodicals
and related thesis or researches. Concepts and ideas will synthesize at the end of the
chapter.
Foreign Literature
behavior is followed by a reward, which increases the probability that the behavior will
training or job incumbent demonstrates the correct behaviors and skills. Reinforcement
is generally most effective when it occurs immediately after a task has been completed
or performs. Rewards that positively reinforce desired behavior can range from praise
from a supervisor, peer, or trainer to gifts, cash bonuses, attention, recognition, and
career opportunities. For example, a trainer can praise trainees who effectively
demonstrate the skill they were just taught. Employers can provide positive
and development program. Reinforcement theory suggests that trainers and supervisors
can best enhanced learning and transfer of knowledge and skills by identifying what
complete a job maybe negatively reinforced by not having to listen to the nagging boss
(undesirable). That is completing the job though increase effort (behavior) from a
superior.
continuous one. It is an avenue to acquire more and new knowledge and develop
further the skills and techniques to function effectively. Seyler et al. (2013. According to
According to Flippo (2013), training is the act of increasing knowledge and skills
purposes of learning from the employee perspective are basically to acquire skills and
knowledge to do the job and to gain promotion and advance career. In facilitating career
changes, training and development also caters for the personal and professional
directed study, experience, or both; the art of acquiring knowledge, skills, competencies,
attitudes, and ideas retained and used; or a change of behavior through experience
Maycunich (2013).
very essential in facilitating not only the level of productivity but also the development of
personnel in any organization. Oatey (2013) The main goal of training is to provide,
obtain and improve the necessary skills in order to help organizations achieve their
goals and create competitive advantage by adding value to their key resources like
manager.
According to Beebe et al. (2013) when the word development is linked to the
word training, it suggests that training is designed to achieve a broader function than
just performing a specific skill. Training and development suggest that the goal of the
change not just for one person, but to have a larger impact on the organization.
Local Literature
VXI, said the company remains proud of its role as a significant player in the global BPO
industry and development of local talent so they can shine on the world stage. “It’s a
tough competition out there when it comes to employee retention and we’re glad that
VXI employees in the Philippines continue to stick with us because of our passion for
people. We are glad that they continue to rise and do outstanding work compared to
other countries. We know that Filipinos are better performers, which explains why the
Philippines continue to be a top player in the global BPO space,” explains Morrison in
According to the keynote speaker Maria Leonor “Leni” Robredo, Vice President
of the Republic of the Philippines, lauded VXI for its continued expansion and for its
contributions to employment and the growth of the BPO industry in the country. “I
applaud that you not only provide jobs for thousands of our countrymen but you have
According to Carl Rogel Inocentes of Manila Bulletin Techno News a positive first
experience may encourage them to see their application through all the way to
employment, and hopefully, long work tenure. VXI Philippines (VXIPH) was awarded the
Best Contact Center and BPO Company of the Year and was among the top three
finalists for Best Company of the Year and Best Employer of the Year at the 11th
International ICT Awards held at the Marriot Grand Ballroom on March 22, 2017.
The 11th International ICT Awards lauds the excellence and the achievements of
organizations based in the Philippines that put the country on the global map of IT-BPM
industry. VXi PH is consistently being hailed as one of the best places to work in the
its workers or as they see it FAMILY. Not just in Seminars and Workshop but also to
find the greatest potential of an idea or support solution-we never stop asking if things
can be better.
work as an extension of our clients’ teams and really get our hands dirty. Some of our
WE’RE FOCUSED WE KEEP IT SIMPLE - for you and your customers. Our engineers
are our core problem solvers. We connect the dots for our clients, finding value in
INTEGRITY - In each interaction whether it be with clients or with our peers-we are
honest, accountable and manage expectations to foster a positive and productive work
environment.
EXCELLENCE - From how we develop our talent to how we push ourselves to provide
the best, most innovative products and reliable support, we constantly set the industry
standard.
AGILITY - We’re receptive and responsive to ever changing markets, technologies and
customer desires, and possess the flexibility to scale from start-up to enterprise-sized
challenges.
TEAMWORK - We value close collaboration among our diverse set of talents and
CHAPTER III
RESEARCH METHODOLOGY
This chapter deals with the research design, the respondents, the formulation
and the validation of the data gathering instruments and the statistical tools used in
research project’s design. The methods include the development of activities that takes
place while carrying out the research and can include the process of change in day-to-
Research Design
descriptive qualitative research includes all studies that attempt to present facts
regarding the result of training and development. This was deemed appropriate by the
researcher because the present study deals with the assessment of employees of
a current situation, determines the nature of the prevailing condition of practices and
The Respondents
respondents are call center agents and 10 of them are from the upper management.
Survey questioners were used in getting the profile of the respondents age,
gender, and, civil status; in assessing the effectively of developments and trainings; and
effect of positive and negative reinforcements on agents and upper management. After
the validation of the final questionnaire the researcher will then request permission from
The respondent’s will be given enough time to answer the questionnaires and
then the researcher will be collecting the accomplished questionnaire on that day. The
data gathered will be tabulated and analyzed for the final interpretation of the result of
Survey questionnaire was the main data gathering instrument used in the study.
The questions were crafted by the researchers with the guidance of the Dean and the
employees of VXi business outsourcing company who were not submitted for approval
to the research adviser and Dean of the Undergraduate School. Copies of the survey
questionnaire were distributed to the respondents. There was 100 percent retrieval of
The study made use of the Likert Rating where following description and values
are used:
For the assessment of the questionnaire: “How effective is the development trainings
program based on the assessment of the regular employees in VXI?” the following
For the questionnaire: What are the suggestions of the regular employees of VXI in
Statistical Tools
The statistical tools used are the frequency and percentage distribution and the
P = f/n x 100
Where:
P = refers to percentage
f = refers to frequency
The formula in finding the weighted arithmetic mean of foregoing data is:
𝑓₁𝑥₁+𝑓₂𝑥₂+𝑓₃𝑥₃+𝑓𝑥+𝑓𝑥
𝑥̅ =
𝑓₁+𝑓₂+𝑓₂+𝑓+𝑓
∑ 𝑓𝑥
𝑥̅ =
∑𝑓
The Assessment of the Training Program for Employees of VXI Business Process
Outsourcing Company
Instruction: Kindly answer the question correctly. Put a check (√) on the box that suits
1.1 Age: 19-25 years old 26-30 years old 31and above
Direction: Below are the possible assessments of the employees of the training and
put a check (√) under the column after each item which corresponds to your answer.
Scale Description
5 Highly Effective
4 Effective
3 Neither
2 Ineffective
1 Highly Ineffective
Part II. How training program benefits the regular employees in VXI in terms of:
2.1 Knowledge 5 4 3 2 1
in the workplace
Direction: Kindly rank the following recommendation from 1-3 on the lines provided. 3
Part III: What are the suggestions of the regular employees of VXI in terms of:
___3.1.1. The top management should recognize the employee who excels in their
___3.1.3. Due to employees with no absences, the management should give benefits to
3.2 Training
___3.2.2 Providing attention in training and development should be supported by the top
management.
___3.2.3 The management should give knowledgeable training and development program
There were a total of 50 respondents of this study; all are regular employees of VXI.
Data shall be presented in five major parts: (1) the demographic profile of
respondents; (2) perceived benefits of training & development; and (3) the
development.
Presentation of Results
1. What is the demographic profile of the respondents according to:
1.1 Age
Table 1.1
The Frequency and Percentage of the Respondents According to Age
Age of Respondents Frequency Percentage
19-25 16 32
26-30 19 38
31 and above 15 30
Total 50 100
Table 1.1 shows that 16 respondents out of a total 50 are 19-25 years old, which
is 32% of the total number of respondents. Nineteen (19) respondents are 26-30 years
old, which is 38%. Majority of the respondents belong to the age bracket of 26-30 years
old. And there are 15 respondents who are 31 years old and above, which is 30% of the
total.
Table 1.2 presents the frequency and percentage of the respondents according
to their civil status. Twenty-seven (27) out of 50 respondents are single, majority of the
respondents belong to this bracket, which is 54% of the total; 23 of them are married,
which is 46% of the total.
2. How training programs benefits the regular employees in VXI in terms of:
Table 2
TOPICS HIGHLY EFFECTIVE NEITHER INEFFECTIVE HIGHLY AVERAGE INTERP
EFFECTIVE (E) (N) (IE) INEFFECTIVE WEIGHTED RETATI
(HE) (HI) MEAN ON
5 4 3 2 1
2.1 Knowledge: F fx f fx f fx f fx f Fx
The employees 36 180 13 52 1 3 0 0 0 0 4.70 HE
learn to cope from
their difficulties
when it comes to
work.
Training and 36 180 13 52 1 3 0 0 0 0 4.70 HE
development
strengthen creative
thinking of the
employee.
The employees 34 170 14 56 2 6 0 0 0 0 4.64 HE
learn new things
about assigned job
in their workplace.
Total AWM 4.68 HE
learned to cope from their difficulties when it comes to work and training and
development strengthen creative thinking of the employees with the highest weighted
mean value of 4.70 which is Highly Effective. The average weighted mean is 4.68 which
is Highly Effective
do a job. Knowledge is broader than skill; it represents the intellectual context within
their confidence through training and development with the highest weighted mean
value of 4.48 which is Highly Effective. The average weighted mean is 4.46 which is
Highly Effective
on the training program received, by looking at how the skills and information gained is
the organization acquire employee’s new skills to be flexible in different tasks. with the highest
weighted mean value of 4.76 which is Highly Effective. The average weighted mean is
carry out duties as it relates to work, and hence achieve more employee commitment
3. What are the suggestions of the regular employees of VXI in terms of:
Table 5
ranked first the “The top management should recognize the employee who excels in
to elicit and to strengthen new behaviors by adding rewards and incentives instead of
eliminating benefits.
Table 6
training and development in terms of training. The selected respondents ranked first the
rules and concepts and the formation of attitudes and values that result in improved
CHAPTER 5
This chapter deals with the summary of results from the previous chapter. This
will also answer the questions laid from the start of the research; this also provides
The paper is tempted to determine the Assessment of the Training Program for
employees.
This research used the statistical treatment to answer the questionnaire raised
based from the result of the survey. The research findings are the following:
Majority of the respondents with the mean age 26-30, which is compose of
38%, followed by 19-25 years old which is composed of 32%, and followed by 31
years old and above which is composed of 30%. Most of the respondents are
single which is composed of 46% and the legally separated and widow has no
respondents.
Problem 2: How training and development benefits the regular employees in VXI
in terms of:
1. The employees learned to cope from their difficulties when it comes to work has
3. The employees learned new thing about assign job in their workplace has a
1. The respondent disciplinary action will be effective through training has a range
1. The respondents develop their skills through training to increase the productivity
task through training and development has a range of 4.70 with an interpretation
of highly effective.
effective.
Problem 3: What are the suggestions of the regular employees in terms of:
Problem 3.1 Positive Reinforcement:
1. The top management should recognize the employee who excels in their
Retrieved from
https://books.google.com.ph/books?id=1K1rnp9uAscC&%3Bpg=PA323&%3Bl
pg=PA323&%3Bdq=reinfo p.323
2. Ivancevich et al. (2014).A literature review on training and development and quality of
work life. Journal of Arts, Science & Commerce. 4 (2). Retrieved from
http://www.researchersworld.com/vol4/issue2/Paper_20.pdf
3. Isyaku. (2013). A literature review on training and development and quality of work
fromhttp://www.researchersworld.com/vol4/issue2/Paper_20.pdf
4. Hesseling. (2013).A literature review on training and development and quality of work
http://www.researchersworld.com/vol4/issue2/Paper_20.pdf
5. Stavrou. (2013).A literature review on training and development and quality of work
http://www.researchersworld.com/vol4/issue2/Paper_20.pdf
Pearson publishing.
(1)https://technology.mb.com.ph/2017/04/19/another-great-success-story-for-vxi-ph/
(2) https://technology.mb.com.ph/2018/05/22/vxi-global-solutions-opens-9th-facility-in-
the-philippines/