Master’s in Business Administration

Impact of job satisfaction on the employees performance in Business Process

Outsourcing Companies :basis for Human Resource Plan .

A Thesis
Presented to the Faculty of Graduate School in University of Caloocan City
Biglang Awa Street, Caloocan City

In Partial Fulfilment of the Requirements to the DegreeOf Master in Business

Administration
By:
Alferez , Jomar C.
Rationale

This study aims to assess the Impact of job satisfaction on the employee’s performance in

Business Process Outsourcing Companies: basis for Human Resource Plan. This study has specific

objectives which are to fill the gap of the overall perspective of the existing work on employee

satisfaction. The study might be able to throw some light on the need to change the basic rules of

employee satisfaction especially, in the contemporary world where the market has been going through

rapid changes. Any organization would gain fruitful results if they have the social exchange theory into

functional existence. This implies that employees who share positive relationships with their superiors

always have satisfaction and comfort in doing their job and the end result is developed employee

performance. Therefore, organizations need to design a culture where they input leadership and mastery

traits in their managers in a way that it should facilitate their relationships with their employees so that

the organization can perform as a unit and extract the maximum outcome from its employees.
Statement of the Problem
1. How do the respondents asses the implementation
2. Is there a significant of the assessment in the respondents
3. What is the problem encounter by the respondents by the implementation
4. What is the inventory system maybe proposed in funding this study?

 Improves morale of employees to get job security and job satisfaction. The more satisfied the
employee is and the greater is his morale, the more he will contribute to organizational success
and the lesser will be employee absenteeism and turnover.
 Increased productivity which improves efficiency and productivity of employees. There is less
wastage of time, money and resources if employees are properly trained.
 Ideally our customers would experience a smooth and easy customer service which will have of
low Average Handling Time that will lead of getting more promoters.
 Less Supervision due to the Representatives are well equipped and knowledgeable with the
process.
 Uniformity of the resolution due to the training that will help them to interpret correctly.

Reality:

 In Business Process Outsourcing Companies in they had what we call “My CSP” or known as
the Google of the Customer Representatives, in Which they can search what are the updates and
they are also being notified and the Supervisors are providing heads up as well.
Consequences:

 Business Process Outsourcing Companies need to have additional expenses for the training
program and the hours of calling might be affected due to training programs.
 Additional cost to the Institution due to the wages and facilities.

Proposal:

 Have the Management and Training team collaborate to identify the best solution that would
listen the cost and yet efficient resolution.