Executive Boutique Mentoring and Quality Assurance Tracker

A Thesis Proposal
Presented to the Faculty of the
Information and Communications Technology Program
STI College Cebu

In Partial Fulfilment
of the Requirements for the Degree
Bachelor of Science in Information Technology.

Robee Jeanne L. Climaco

Maylyn V. Jamora
Barry Julius C. Nicasio

Date of Proposed Defense

 ENDORSEMENT FORM FOR PROPOSAL DEFENSE

TITLE OF RESEARCH: Executive Boutique Mentoring and Quality

Assurance Tracker

NAME OF PROPONENTS: Robee Jeanne L. Climaco

Maylyn V. Jamora
Barry Julius C. Nicasio

In Partial Fulfilment of the Requirements

for the degree Bachelor of Science in Information Technology
has been examined and is recommended for Proposal Defense.

ENDORSED BY:

Eve Michael Jayson R. Selmo

Thesis Adviser

APPROVED FOR PROPOSAL DEFENSE:

Earl Thomas C. Corregidor III

Thesis Coordinator

NOTED BY:

<Program Head's Given Name MI. Family Name>

Program Head

<Date of Proposal Defense>

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 APPROVAL SHEET

This thesis proposal titled: Executive Boutique Mentoring and Quality Assurance
Tracker prepared and submitted by Robee Jeanne L. Climaco; Maylyn V. Jamora; and
Barry Julius C. Nicasio, in partial fulfilment of the requirements for the degree of
Bachelor of Science in Information Technology has been examined and is recommended
for acceptance an approval.

Eve Michael Jayson R. Selmo

Thesis Adviser

Accepted and approved by the Thesis Review Panel

in partial fulfilment of the requirements for the degree of
Bachelor of Science in Information Technology

<Panelists' Given Name MI. Family Name> <Panelists' Given Name MI. Family Name>
Panel Member Panel Member

<Panelists' Given Name MI. Family Name>

Lead Panelist

Noted:

Earl Thomas C. Corregidor III Dr. Joey U. Rivamonte

Thesis Coordinator Program Head

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 TABLE OF CONTENTS

Page
Title Page i
Endorsement Form for Proposal Defense ii
Approval Sheet iii
Table of Contents iv
Introduction 1
Background of the problem
Overview of the current state of technology
Objectives of the study
Scope and limitations of the study
Literature Review
Review of related literature, studies or systems
Synthesis
Methodology
Methodology
Hardware/Software
Calendar of Activities
Budgetary Estimate
Human Resources
References

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 INTRODUCTION

Technology has become everybody’s mean for us to do well in terms of personal career,
communications, business and in all other aspects. It brought us computerization which has
helped us in many ways. Mostly, to simplify works and lessen the usual time to finish work.
Due to this, the demand for automated processing system has highly increased because
people can double their production compared to doing things manually.

In today’s global economy with business process outsourcing (BPO) provided by

Executive Boutique is an American Australian-owned call center service that is designed
to help businesses elevate performance. Each account is managed by one or more team
leaders, Quality Assurance monitors and coaching agents. They develop and implement
specialized applications. The Team Leaders and Quality Assurance Analysts need to
improvise some automated quality assurance tracking and monitoring in order to track the
performance of their assigned agents and to make sure they meet the goals. Providing
quality customer service requires the success of a call center. A successful call center
directly affects employee retention and customer satisfaction. Call Centers Agent’s success
is evaluated by their performance.

Executive Boutique Mentoring and Quality Assurance Tracking System is a system that
can track the performance and the progress of an agent and the team’s productivity. The
system can give insight to the employee’s performance and help align the business
objectives. User-friendly screens and easy to access guidelines and feedback results in
improvement. Executive Boutique Mentoring and Quality Assurance Tracking System is
meant to help call center employees increase their productivity and efficiency while having
the ability to access records that is frequently updated.

With the interviews and research done, the team was able to point out the flaws and
problems occurring in the business and provide an alternative and improved solution.

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Background of the problem

Executive Boutique identified an issue in productivity and efficiency of Quality Assurance

Analyst and Team Leaders when it comes to tracking monitored calls and
coaching/mentoring agents. They disclosed that they are currently using Google
Spreadsheets to manually input data and generate reports then manually sending it to the
management team via Gmail. This method is prone to human error and may lead to several
problems. When correcting data errors, the current system is difficult to use especially
when they recreate data once they closed the file. When changing the Quality Assurance
Guidelines, they’ll have to delete the old data or create an entirely new spreadsheet.
Typically, the current system is not secured at all as everyone has access to it and therefore
are at greater risk for data corruption or mismanagement of information and it does not
calculate the QA score.

To ease the problems that are being encountered, the proposed system can centralize data,
robust reporting and monitor agent’s performance. The proposed system introduces a
manageable and systematic record task. Executive Mentoring and Quality Assurance
Tracking system is designed to improve their everyday task. The proposed system will
enhance the existing systems and processes and will enable the QA Analyst and Team
Leaders to evaluate the agents and track the monitored calls in a more efficient means.

Overview of the current state of the technology

The proponent’s client is using Google Gmail and spreadsheets. The current system enables
them to manually monitor employee’s performance and analyze whether someone in the
frontline is improving or continuously failing the meet criteria and can also give users the
ability to generate graphs and charts based on the collated data. It’s hard to track agent’s
performance. Wrong data entry may cause problems in accuracy of QA Analyst’s and
Team Leader’s performance.

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Objectives of the study

The proponents aim to build, design and implement an organized, stable and reliable
multi-subsystem monitoring and tracking system for Executive Boutique that will
increase the performance of QA Analysts and Team Leaders, save time from the current
system being used and use the spare time mentoring and coaching agents, minimize
human errors, and finally, decrease data redundancy by keeping everything organized in a
centralized server.

Scope and limitations of the study

Scope

The study will focus on the improvement of the current system of our client that includes
the following:

Profile Management

 Should be able to enroll employees in our system.

o Agents, Quality Assurance Analyst, Team Leaders, Administrators, etc.

 Should be able to track the Team assignment changes.

Quality Assurance Guidelines and Questions Management

 Add/ Edit/Archive QA guidelines/questions.

 Set corresponding response per guideline.

Quality Assurance Tracker

 QA Logs Tracker

o Agent
o Recording Link
o Call Duration

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 o Call Disposition
o Date
o Comments

 QA Score Calculator

o Should send the calculated scores automatically to QAs, Team Leaders

and management via email.
o Shows trending scores (Daily, Weekly, Monthly, etc.)

 Coaching Tracker

 Coaching Logs Tracker

o Agent’s Explanation
o Agent’s Commitment
o Team Lead’s Recommendation
o Action Plan
 Follow-up Coaching Scheduler

 Printable Coaching Format for Documentation

o Legal
o Evidence

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Limitations

The proposed system will be made to cater the information provided in the scope for the
convenience of Executive Boutique. However, there are areas that will not be covered by
the proposed system to evade unnecessary problem when system is deployed.

 The proposed system should not be accessed online/ not a web base.
 The proposed system cannot be accessible in mobile.
 The proposed system is only applicable can only be used by the
Administrative officers, QA Analysts, Team Leaders and Managers.

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 LITERATURE REVIEW

Review of related literature, studies or systems

This chapter presents the literature and studies that supplied background information to
the study of the researchers. This chapter explores call center monitoring systems of
trainings authored and popularized by (1) Kikpatrick Model (2) Kaplan Norton, (3)David
Bushnell (IPO Approach) ,(4) Elwood Holton III. In this research it covers the terms of
monitoring system, topics, definition of terms used, developing a monitoring system of
trainings.

Monitoring System

What is monitoring system? What are the different structure and classification of a
monitoring system? What is the purpose of a monitoring system? What factors should be
considered in designing a monitoring system for trainings?

What is monitoring system?

Acccording to Leithwood, Aitken and Jantzi (2001), a monitoring system is defined as a

concise description of what should be (objectives) and a process to determine what is
(procedural and status report). On similar ground, Fitz-Gibbon (1996) cities that
monitoring is a way examining quality or performance, by the use of indicators focused
on outcomes. However, by monitoring, it shall generally mean the use of performance
indicators not only regularly collected but also being reported back to the units
responsible. This definition often uses concept such as performance, outcomes and
feedback.

Greaney and Kellaghan (1996) also consider monitoring as systematic and regular
procedures for the repeated collection interpretation of assessment data of important
aspects of the subject under study. It is not necessarily restricted to outcome variables,

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but can also involve contextual information and measures of inputs and process (Husen
and Tuijiman, 1994; and Scheerens et al.,1988)

After considering the above-mentioned definitions, it can be summarized that Monitoring

System may be referred to as strategy used to periodically track quality that recording
inputs, processes, outputs and outcomes for purpose of enhancing decisions and diagnosis
of strengths and weaknesses of instructional and trainings program. Result of the
monitoring system encompasses a number of relevant indicators, and sub-indicators, and
the date gathering instruments of the subject being monitored. Integrated in these
definitions are the purposes of monitoring organizations.

What are the different structure and classification of a monitoring system?

Basically, this study adopts at least two classifications of monitoring systems according
to purpose and stages.

According to William (1992) classified monitoring systems for trainings according to

purpose expressed in the forms of compliance, performance and diagnose monitoring
systems. First, compliance monitoring ensures that certain standards of provisions are
being met. The assumption underlying the use of compliance monitoring is that if
organizations meet they’re in standards on various measure, adequate levels of
performance will follow. For instance, in order for a manufacturing company to be ISO
certified, it needs to make sure employees are given the right trainings to arrive at a target
performance level in compliance with standard. Second, performance monitoring
measures the significant change in performance or outcomes as a result of an
intervention. Performance-based companies are highly concerned with the outcomes of
any intervention. Lastly, diagnose monitoring system emphazise the identification of the
strength and qweaknesse of a training intervention. The goals are determined whether the
instruction (training) is mastered by the participants (trainees), where trainers ares that
participants (trainees) need further attention.

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According to Jansen (1996) also conceptualized a classification of monitoring systems
focused on measurement of the elements or stages involved in the training. This refers to
the monitoring of different stages specifically training inputs, processes and outputs.

However, there are potential threats in using a monitoring system such as the possibility
of restricting goals (of education or training) to a state of objectives defined centrally
rather than locally, thus measuring the effects of training on a very broad perspective
without gibing due credit on individual of group differences. (2) the use of inaccurate
measurements leading to erroneous interpretation of results; and (3) inappropriate use of
mispresentation of results to justify maintenance or termination of certain intervention
(Williams, 1992)

Jan Olbrecht, in his book The Science of Winning (2000, p. 225), gives the following
analogy: “Testing a swimmer on a bicycle or treadmill in order to obtain the right
information for water training is like taking temperature with a barometer; both have to
do with the weather but measure something quite different.” The message is clear:
Monitor the training quality for which you hope to achieve adaptation. The question,
then, is what should be monitored. The answer is to monitor those components of training
that are the focus of that particular training period. It is not possible to monitor too much.
You must look at the factors of training stress as well as total life stress factors.
Monitoring should be both subjective and objective where possible. Monitor what is
practical. It is different for team sports and individual sports. Remember that a team is a
collection of individuals.

What is the purpose of a monitoring system?

When relating trainings, a monitoring system serves as (1) a mechanism that provides
the user or a number of users with several sources of information pertaining to the
process being investigated , providing feedback and signaling and diagnosing problems
(Jansen , 1996); (2) identify the problem areas so that corresponding actions can be taken

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without further delay; (3) assists administrators in determining the best allocation of
resources; and motivate and create awareness among administrators, QA analyst and
trainers to improve quality performance and stimulate self- regulatory mechanism
(Willms, 1992). It is also used to diagnose deviations from policy, determine
organizational strengths and weakness in accomplishing specific goals, and launch
remedial actions.

Existing Monitoring System

In this research we will ceptualize a monitoring system intended for measuring the
quality of trainings.

According

 compare and contrast different author’s views on an issue;

 group authors who draw similar conclusions;

 criticize aspects of methodology;

 note areas in which authors are in disagreement;

 highlight exemplary studies;

 highlight gaps in research;

 show how your study relates to previous studies;

 show how your study relates to the literature in general; and

 conclude what the literature says.

In the succeeding paragraphs, there should be no indentations, paragraphs are justified with
left alignment. Delete this highlighted section and replace it with your own literature

FT-ARA-020-00 | STI College <School Name> 9

review.

Synthesis

In this section, the researcher should be able to convince his reader that his thesis is not a
duplication of other’s work. It should contain the conclusive summary of the Review of
related literature/ studies. In case that the proposed thesis is a continuation of a previous
work, this section should give emphasis or justification why the proposed thesis is needed.
Example of a good justification is when the previous work recommends that further
improvement is needed to maximize the benefits of his work.

There may also be a need to continue with the present investigation to affirm or negate the
findings of other inquiries about the same research problem or topic so that generalizations
or principles may be formulated. These generalizations and principles would be the
contribution of the present investigation together with other studies to the fund of
knowledge.

In the succeeding paragraphs, there should be no indentations, paragraphs are justified with
left alignment. Delete this highlighted section and replace it with your own synthesis.

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 METHODOLOGY

Methodology

In this study, the proponents decided to use Scrum Methodology to fulfill and reach the
intended output. The researchers chose this methodology to adapt easily to changes, to be
able to work side by side with end users and to make necessary corrections and adjustments
quickly when certain requirements are altered.

As Schwaber (2004) pointed out , the Scrum Methodology excels on the urgent projects
critical to organizations and also an iterative framework and a leading agile development
methodology for handling rapidly evolving projects. Scrum emphasizes teamwork where
we, the development team, works to achieve towards a well-define goal. He added that the
scrum shortens the feedback loop between customer and developer, and between wish list
and implementation.
The process starts with the researchers interviewing the client for the requirements needed
for the design of the system. This was followed by the release planning fits nicely into the
planning frameworks that are often offered for scrum and identify the user’s story that they
want to put in the release or sprint backlog. After that, the amount of work has been
estimated and several sprints were created.

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Planning

At the first stage of planning the session, the researchers have undergone a brainstorming
session to identify the target locale and discussed the needs and arising problem within.
The researchers discovered that the Executive Boutique is still using semi-automated
based systemin managing and tracking call agents’ performances.

The researchers listed down the problems that the locale encountered and discussed them
with the locale. After gathering the necessary data and requirements, the researchers
created a Project Backlog to serve as a guide on creating the system. Then after that, the
researchers initiated an estimation and prioritization planning session together with
manager and loan officer. After that meeting, the researchers evaluated all the items that
have been selected and then initiated the first Scrum Planning meeting.

Product Backlog

Product backlog is a part of Scrum terminology representing the prioritized list of

requirements for the project being developed. The product backlog contains a to-do list
consisting of work items, to define the product backlog, proponents conducted an interview
with the client. The client is the person responsible for prioritizing the product backlog. .
The list is derived by selecting the backlog items from the top of the backlog until the
researchers feel it has enough work to fill the sprint. The backlog items are broken down
into tasks by the researchers. Tasks on the sprint backlog are never assigned; rather, tasks
are signed up by the researcher as needed according to the set priority and the researchers’
skills. This promotes self-organization of the researchers.

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Sprint Planning

In sprint planning the proponents together with the scrum master are planning which
product backlog items will be delivered into sprint backlog and how it will be achieved.

Sprint Backlog

The sprint backlog is the set of the product backlog items selected for the sprint. In sprint
backlog each member of the scrum team should choose a task to be done during the sprint

Daily Scrum

The daily scrum is a short everyday meeting (no more than 15 minutes) for the team.

Sprint Review

The sprint review is held at the end of the sprint. Each member of the team presents their
work being completed and not completed during the sprint.

Sprint Retrospective

The sprint retrospective is the final meeting in the sprint to determine what went well
during the sprint, what didn’t go well during the sprint and how the team can improve in
the next sprint.

Increment

The sum of all the product backlog items completed by the team during the sprint.

In listing the project backlog, the researchers had a meeting to talk over and analyzed the
module that should be prioritized and included in every sprint. After a sprint has been
done, the researchers got the feedback of their locale, and if there were some suggestions

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that were possible and can be included to the system, then these were included to the
project backlog and subjected for the next sprint.

Hardware/Software

The Table below shows the software specifications that are needed for development

of the system:

Table 1. Software Specification

SOFTWARE Description

Windows 8/7/10 The operating system that will be compatible to

support the software’s that will be in use.

Visual Studio 2017 An application builder that will be in used to

develop the Mentoring and Quality Assurance

Tracking system

Microsoft Access A DBMS from Microsoft that combines the

Microsoft Relational Jet Database Engine with
a Graphical User Interface and Software
Development Tools.

The Table below shows the Hardware Specification for the development of the

proposed system

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 Table 2. Hardware Specification

HARDWARE DESCRIPTION

Laptop/Desktop Intel I3 core processor 2.7 GHz and higher

Hard Disk Drive Minimum of 1gb hard disk space to store the

required installation of software’s to be used in the

development of the proposed system

RAM Memory of 2GB or higher

Minimum Screen Resolution At least 1366x768 or higher

The Table shows the software specifications of the PC/Laptop that will be used in

Mentoring and Quality Assurance Tracker.

Table 4. Software Specification

SOFTWARE DESCRIPTION

Windows 8/7/10 Operating System that will be in used to support the

platform of the system.

Visual Studio 2017 A application builder that will be in used to run the

Executive Boutique Mentoring and Quality

Assurance Tracking System.

This should list the specific hardware/software resources that the proponents expect
to need in completing the thesis project. If both hardware and software are present

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 in the study, they should be discussed separately with sub-headings Hardware and
Software. In the succeeding paragraphs, there should be no indentations,
paragraphs are justified with left alignment. Delete this highlighted section and
replace it with your hardware

Budgetary Estimate

This should enumerate the resources that will be used from the beginning until the
completion of the entire project. This is presented in tabular format. Fill the table below.

Budgetary Estimate

Quantity Specifics Approximate Cost

Human Resources

The following pages contains the curriculum vitae of the researchers and the Adviser’s
Acceptance Form.

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 Curriculum Vitae of
<GIVEN NAME MI. FAMILY NAME>
<complete address>
<email address>
contact number either cellular phone or landline or both

EDUCATIONAL BACKGROUND
Level Inclusive Dates Name of school/ Institution
Tertiary month year
Vocational/Technical month year
High School month year
Elementary month year

PROFESSIONAL OR VOLUNTEER EXPERIENCE

Nature of Experience/ Name and Address of Company or
Inclusive Dates
Job Title Organization
month year
month year
month year
month year
Listed in reverse chronological order (most recent first).

AFFILIATIONS
Inclusive Dates Name of Organization Position
month year
month year
month year
month year
Listed in reverse chronological order (most recent first).

SKILLS
SKILLS Level of Competency Date Acquired
month year
month year
month year

TRAININGS, SEMINARS OR WORKSHOP ATTENDED

Inclusive Dates Title of Training, Seminar or Workshop
month year
month year
month year
month year
Listed in reverse chronological order (most recent first).

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 ADVISER’S ACCEPTANCE FORM

NAME OF PROPONENTS: Robee Jeanne L. Climaco

Maylyn V. Jamora
Barry Julius C. Nicasio

APPROVED RESEARCHE TITLE: <Title of Approved Research>

AREA OF STUDY: <Area of Research and Field of Study>

CONFORME:

Eve Michael Jayson R. Selmo

Thesis

APPROVED BY:

Earl Thomas C. Corregidor III Date: <day Month, year>

Thesis Coordinator

NOTED BY:

Dr. Joey U. Rivamonte

Program Head

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 REFERENCES

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Single Author: Last name first, followed by author initials.

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Berndt, T. J. (2002). Friendship quality and social development. Current Directions in

Psychological Science, 11, 7-10

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Wegener, D. T., & Petty, R. E. (1994). Mood management across affective states: The hedonic
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Personality and Social Psychology, 65, 1190-1204.

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Merriam-Webster's collegiate dictionary (10th ed.).(1993). Springfield, MA: Merriam-Webster.

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NOTE: When your essay includes parenthetical citations of sources with no author named, use a
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Psychologist, 34, 15-28. Berndt, T. J., & Keefe, K. (1995). Friends' influence on adolescents'
adjustment to school. Child Development, 66, 1312-1329.

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Wegener, D. T., Kerr, N. L., Fleming, M. A., & Petty, R. E. (2000). Flexible corrections of juror
judgments: Implications for jury instructions. Psychology, Public Policy, & Law, 6, 629-654.

Wegener, D. T., Petty, R. E., & Klein, D. J. (1994). Effects of mood on high elaboration attitude
change: The mediating role of likelihood judgments. European Journal of Social Psychology, 24,
25-43.

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FT-ARA-020-00 | STI College <School Name> 21

Berndt, T. J. (1981a). Age changes and changes over time in prosocial intentions and behavior
between friends. Developmental Psychology, 17, 408-416.

Berndt, T. J. (1981b). Effects of friendship on prosocial intentions and behavior. Child

Development, 52, 636-643.

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Example:

Laplace, P. S. (1951). A philosophical essay on probabilities. (F. W. Truscott & F. L. Emory,

Trans.). New York: Dover. (Original work published 1814).

Note: When you cite a republished work, like the one above, work in your text, it should appear
with both dates: Laplace (1814/1951).

Edition Other Than the First

Example:

Helfer, M. E., Keme, R. S., & Drugman, R. D. (1997). The battered child (5th ed.). Chicago:
University of Chicago Press.

Article or Chapter in an Edited Book: When you list the pages of the chapter or essay in parentheses
after the book title, use "pp." before the numbers: (pp. 1-21). This abbreviation, however, does not
appear before the page numbers in periodical references, except for newspapers.

Example:

O'Neil, J. M., & Egan, J. (1992). Men's and women's gender role journeys: Metaphor for healing,
transition, and transformation. In B. R. Wainrib (Ed.), Gender issues across the life cycle (pp. 107-
123). New York: Springer.

Government Document

Example:

National Institute of Mental Health. (1990). Clinical training in serious mental illness (DHHS
Publication No. ADM 90-1679). Washington, DC: U.S. Government Printing Office.

Report From a Private Organization

Example:

American Psychiatric Association. (2000). Practice guidelines for the treatment of patients with
eating disorders (2nd ed.). Washington, D.C.: Author.

Conference Proceedings

Example:

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Schnase, J.L., & Cunnius, E.L. (Eds.). (1995). Proceedings from CSCL '95: The First
International Conference on Computer Support for Collaborative Learning. Mahwah, NJ:
Erlbaum.

Electronic Sources- Article From an Online Periodical: Online articles follow the same guidelines
for printed articles. Include all information the online host makes available, including an issue
number in parentheses.

Example:

Bernstein, M. (2002). 10 tips on writing the living Web. A List Apart: For People Who Make
Websites, 149. Retrieved from http://www.alistapart.com/articles/writeliving

Newspaper Article

Example:

Parker-Pope, T. (2008, May 6). Psychiatry handbook linked to drug industry. The New York
Times. Retrieved from http://www.nytimes.com

Online Lecture Notes and Presentation Slides: When citing online lecture notes, be sure to provide
the file format in brackets after the lecture title (e.g. PowerPoint slides, Word document).

Example:

Roberts, K. F. (1998). Federal regulations of chemicals in the environment [PowerPoint

slides]. Retrieved from http://siri.uvm.edu/ppt/40hrenv/index.html

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