The Problem and Its Background: Dihydrogen Monoxide (H2O) Is One of The Most Basic Needs of Human Survival

STI- College Global City
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Chapter 1
THE PROBLEM AND ITS BACKGROUND
Introduction
Dihydrogen monoxide (H2O) is one of the most basic needs of human survival,
more specifically, potable water. Water is needed in almost all sorts of human
biological existence and processes such as digestion, hydration and even
excretion. Water comprises almost 70% of the human body. Without water, it
would be impossible for human existence; even evolutionary process would have
been altered. That is how important water is to man, and to the environment. But
nowadays, water is severely damaged and polluted due to anthropogenic manner
and fast-paced technological development. With only a percent of potable water
available in the world, it is but necessary for every human being to conserve and
protect water and make potable water from severed waters. Water filtration is the
process of removing undesirable chemicals, biological contaminants, suspended
solids and gases from water. The goal is to produce water fit for a specific
purpose. Most water is disinfected for human consumption (drinking water), but
water filtration may also be designed for a variety of other purposes, including
fulfilling the requirements of medical, pharmacological, chemical and industrial
applications.
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Water filtration is the removal of contaminants from raw water to produce drinking
water that is pure enough for human consumption or for industrial use. Water is
used for a variety purposes like drinking, washing, bathing, recreation as well as
the numerous other varied industrial applications.
Water filtration systems do more for you than just provide you with drinking water
that does not have contaminants and anything that removes any amount of
particles, sediment, bacteria and removes the chlorine taste can be called water
filtration. It also gives you a steady supply of purified water that can be used for
other purposes, such as rinsing off vegetables and other produce, preparing
meals and brewing coffee or tea. This can help your foods and beverages taste
fresher and provide you with peace of mind that what you eat and drink is free of
potentially harmful contaminants. Mother Nature has given us many ways for
treating water and making it useful for everyday chores. Just like bananas, and
their peels. Banana peels are famous for causing slips, but now scientists find
they could keep pollutants from slipping into your water. Banana peels can be
used as treatment to wastewater or even a component in filtration set-ups for
making potable water.
Banana peel is a readily available and eco-friendly bio-material. This agricultural
waste is also inexhaustible and non-hazardous, specifically selective for heavy
metals and can be easily disposed by incineration. Banana peels are selected to
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be prepared as a bio-adsorbent and contain high organic carbon (41.37%)
and have been subjected to bio-methanation and biogas production.
According to a 2007 World Health Organization (WHO) report, 1.1 billion people
lack access to an improved drinking water supply; 88% of the 4 billion annual
cases of diarrheal disease are attributed to unsafe water and inadequate
sanitation and hygiene, while 1.8 million people die from diarrheal disease each
year. The WHO estimates that 94% of these diarrheal disease cases are
preventable through modifications to the environment, including access to safe
water.[1] Simple techniques for treating water at home, such as chlorination,
filters, and solar disinfection, and storing it in safe containers could save a huge
number of lives each year.[2] Reducing deaths from waterborne diseases is a
major public health goal in developing countries.
Background of the Study
As human industry has grown and water has become more contaminated,
water filters have emerged over the centuries in response to the growing
recognition of the need for pure, clean water to drink and the realization that such
water does not occur naturally. Water has greatly affected humanity and
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civilization for millennia. Because water is so absolutely vital to our body systems,
we, as living beings, are entirely dependent upon water. In fact, this simple
substance, more than any other factor, guided the formation of civilization. Early
civilizations were clustered around water sources, and it was water that initiated
the first substantial agriculture in the Fertile Crescent, leading to more complex
and sedentary civilizations.
For centuries, water availability guided the type of foodstuff that could be grown in
an area. Water was also the impetus and guiding force behind the first cross-
cultural interactions. Early trade was completely dependent upon water, for
transportation of goods and sustenance of people and animals. Throughout the
centuries, as technology developed, people have gradually gained more control of
water. They have been able to transport water to arid lands, stop and redirect
rivers, and even determine when, where, and how much rain will fall. Even with
increased control of water resources, water still continues to dominate the
political, economic, and social structure of all nations.
This statement can be verified by looking at political struggles within the United
States over water resources or throughout the Middle East over access to limited
water. Concerning conflict in the Middle East, former World Bank Vice President
Ismail Serageldin stated in 2000, "Many of the wars of this [20th] century were
about oil, but the wars of the next century will be about water" (Smith, 2000). In
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modern times, concerns over water quality remain supreme. Over the years,
scientists have discovered more and more contaminants in fresh water sources,
and these same scientists have noted a strong correlation between drinking water
contamination and many significant health problems. Due to the rampant impurity
of water and the crucial, physiological need for clean, fresh drinking water, several
treatment alternatives have emerged throughout the history of water treatment.
Water filtration, one of the more viable and prominent of these treatment
alternatives, has something of a remarkable past. Historians believe that the use
of water filters began more than 4000 years ago.
From ancient times to the present, water filters have evolved out of necessity, first
to remove materials that affect appearance, then to improve bad tastes and finally
to remove contaminants that can cause disease and illness. Water filtration
systems are used in manufacturing and for home water treatment to remove
chlorine from drinking water and other impurities that we may not want like
bacteria, fluoride, excess sediment, sodium, nitrate and by-products of chlorine.
Wells, canals, aqueducts, reservoirs and distribution pipes were built as a
community effort to bring water to a central supply. These waterworks were built
by the Egyptians, Babylonians, Mesopotamians, Persians and Phoenicians
centuries before the birth of Christ. The bible contains several references to public
water supplies, one in Genesis gives an account of the herdsmen of Isaac striving
with the natives of the valley of Gerar for wells, one dug by Abraham around 1700
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B.C. In the 8th century B.C., King Hezekiah of Judah brought water from a pool
identified as Siloam, through a 1,777 foot conduit to the city of Jerusalem. The
Romans built more than 200 aqueducts between 312 B.C. and 455 A.D., now
found at many ruins of aqueduct bridges in Rome and throughout Italy.
During the Middle Ages, few experiments were attempted in water purification or
filtration. Devout Catholicism throughout Europe marked this time period, often
known as the Dark Ages due to the lack of scientific innovations and experiments.
Because of the low level of scientific experimentation, the future for water
purification and filtration seemed very dark.
The Renaissance period, beginning in the late fourteenth century, ended the
scientific and intellectual stagnation of the Dark Ages and sparked a new period of
discovery. In this period, often called the Age of Discovery, several inventions
came about that greatly affected the world. Included among these inventions was
the microscope, a scientific innovation that greatly affected the history of water
filters.
Other water treatment methods included a drinking cup invented by a ninth
century B.C. Spartan lawgiver.
The cup was designed to hide badly colored water from its user, causing the mud
to stick to its sides. Some of the more credible early water treatment methods
included boiling water before transporting it to war zones and filtering it through
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wick siphons. The Greek and Romans too developed various methods for treating
water in order to control tastes and odor. Diophanes of the first century B.C.
advised putting macerated laurel into rainwater. Later, in the first century A.D.,
Paxamus proposed that bruised coral or pounded barley, in a bag, be immersed in
bad tasting water. The eighth century A.D. Arabian alchemist, Gerber, described
various stills for purifying water that used wick siphons-a method that required a
fibrous cord that would siphon water from one vessel to another.
The current major concerns in regard to water quality are lead and disinfection
byproducts (Binnie et al, 2002). Lead is a key operational and treatment concern
for municipal water treatment plants. It cannot be considered independently of
other water quality and treatment issues. In fact, it seems that water disinfection
and protection from lead infiltration are at odds with each other. The pH level
required for disinfection must be below 8.0, but the pH level required to minimize
lead solvency in plumbing systems is often 8.0 or higher.
Water treatment plants provide clean, disinfected water to home plumbing
systems, but this water is immediately contaminated from lead as it passes
through the plumbing system. The solution to this problem may be the removal of
lead from plumbing systems, a factor that would completely revolutionize the
plumbing industry. The rising concern over chlorine byproducts is also likely to
affect the future of water filtration. It has long been recognized that chlorination of
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water results in the formation of THMs. THMs are harmful chemicals that form as
a reaction between chlorine and natural, organic materials in water. The most
well-known of the THMs is the poison chloroform. This poisonous gas, detrimental
to the respiratory system when inhaled, is one of the most important reasons for
the installation of shower filters or whole house water filters. It is likely that future
research will find other byproducts of chlorination, and the use of chlorine for
disinfection could be restricted.
Though these are all speculations, water filtration and treatment will, doubtlessly,
continue to evolve in the future. The most important future development may well
be the complete transformation of water filtration technology from municipal water
INPUT
treatment plants to whole house water filters, or a combination of the two systems.
The customer service skills of the sales representative as assessed by two groups of respondents classified as sales repres
Theoretical Framework
Theories are formulated to explain, predict and understand phenomena and in
many cases to challenge and extend existing knowledge within the limits of critical
bounding assumptions. The theoretical framework is the structure that can hold or
support a theory of a research study. The theoretical framework introduces and
describes the theory that explains why the research problem under study exist.
The theoretical framework is supposed to help the reader mage logical sense of
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the relationship of the variables and factors that have been considered relevant
and important to the problem. It provides definition of relationship between all
variables so that the reader can understand the theorized relationship between
them. (Berrett- Koehler 2013)
This study anchored on both foreign and local claims based on their studies that
the water purification have been tested and proven to be effective in purifying dirty
waters.
Water are filtered to improve its quality and make it fit for human consumption.
Water filtration does not only kill the harmful bacteria found in dirty waters but it
also aims to make looks clear and removed all its impurities to make it more
acceptable to consumer.
With the positive reports and encouraging results of earlier studies made about
water purification using activated charcoal, the researcher find it interesting to find
out how the activated charcoal and all material needed affects the quality of dirty
waters in terms of it pH or (Potential Hydrogen), turbidity and the presence of
harmful microorganism Escherichia coli. Activated charcoal, carbon fibers are
most effective volatile organic compounds (VOC’s) taste and odor from water.
It is clean water.

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Conceptual Framework.
Using the foregoing Theoretical Framework, the researcher came up with the
following Research Paradigm (Figure 2) which underscores the Input- Process-
Output (IPO) framework.
INPUT PROCESS
Dirty Waters Consume by the Water are filtered using water
residence in community. filter
Use different materials to
cleanse the water.
Analysis and Interpretation
OUTCOME
Water is free from the coliform bacteria to make
water safe for drinking.
Figure 2. Research Paradigm

Figure 2 shows the Input-Process-Output (IPO) Framework in describing the flow
of this study. The Input Box contains the study variables- Profile of the
respondents in terms of age, gender, highest educational attainment, job
classification, and length of service.

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The Process Box explains how the water will filtered in the water filter and use
different materials to cleanse the water.
This study also determined the customer service skills of the sales
representative as assessed by two groups of respondents classified as sales
representatives itself and their supervisors. These make up the Input Box.
Statement of the Problem
Specifically, the following questions were answered:
1. What is the profile of the two groups of respondents as to:
1.1.age;
1.2.gender;
2. What are the characteristics of the samples of water in terms of:
2.1. Turbidity?
2.2. Ph?
2.3. Number of Coliform bacteria?
Is there a significant difference in the water before and after it is exposed to
banana peel and activated charcoal in terms of turbidity, pH and number of the
coliform bacteria?
3.1. Turbidity?
3.2. Ph?
3.3. Number of Coliform bacteria?
Does banana peel alter water pH?

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3. What is the effectiveness of banana peels and activated charcoal in filtering
water?
4. Does the water filter can help the people in times of disaster and
emergencies?
Hypothesis
1. On the bases of the research problems stated, two hypothesis are
hereby there is no significant difference in the water before and after it
is exposed to water filtration in terms of turbidity, pH and number of the
coliform bacteria.
Scope and Limitations of the Study
The product is called Water filtration. It is one of the most simplest product yet
very helpful to human society. Why? It is easy to use and easy to carry around. It
is a big help when in times of disaster like Land Slide, Flood and lack of distilled
and drinkable water or we all know as Water Crisis. We built or we decided to do
this product because we are confident that it can help people in times of need.
There’s a possibility that it can solve or help reduce the water crisis that are
happening in our country.

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This product is safe, safe for children to touch and smell. It is because of the
materials that are been use. This can be use in every areas, in every barangay.
We built this product because our focus is to lessen the people who lack distilled
water, because of poor poverty, it’s hard for them to buy a safe drinkable water,
specially if they have a families.
However, this product is not famously known, because 80% of the population here
in our country (PHILIPPINES) is having or drinking minerals from a company they
trust, what they don’t mostly know is that, water can be recycled again and again.
But these days we are more advance and high tech so we use technology to
filterized and purify our water.
The range of this product is not that long, because of its un-popularity. And the
word filtration, it means it only filters the water, removing the toxic chemicals that
are mixed in the dirty water , removing the dirt, slime and any other kinds of stuff
that are making the water dangerous to drink.
After the filtration when all the toxic chemicals are filtered, the last step to safely
drink this water is to heat it up, for what? For the bacteria’s to die. So that when
you drink it, you’ll have no problem getting worried about getting sick.
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But for those people that have no choice, they can still drink the water. If they do
so, the results can be either you’re fine and you’re not. It depends in how your
stomach or your body will react.
Again, this product is cheap, easy to made and it is very helpful, if you can’t or you
don’t want to drink the recycled water, it can be use in any other way, Washing
Clothes is an example. It can help you save money from bills.
Recycle your water. Think smart
Significance of the Study
This study hopes to create an impact on people’s health and the economy:
People's health - By not drinking filtered water, your body will struggle to flush out
the waste that collects in the body and this can cause many issues. Water helps
you to maintain and regulate your bodies temperature, metabolize body fat, helps
to digest your daily food, and flushes all the unwanted, bad toxins from your body
among numerous other health benefits.
Economy - This study can help the poor families in our economy by maintaining
healthy health and saving money, it doesn't use any chemicals and processors. It
isn't expensive so that's why you can make it or create it by using your materials
at home
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Environment - By using a water filtration system, you’re not only helping the
environment by reducing the disposal of plastic bottles in landfills, but you are also
helping yourself by ensuring the water you’re drinking is cleaner, fresher and
safer.
The Poor - The poor living in either rural areas or in the cities that can do water
filtration by themselves using charcoal, sand, pebbles and tissue paper which is
cash saving. Poverty won't be a hindrance for the poor to drink a clean and safe
water.
Student-Researchers - The results of this study would be a good source
of information for the students to use in the pursuit of further verifications and
experimentations regarding the benefits that the activated charcoal could give to
us in water filtration.
Definition of Terms
The following terminologies were conceptually and/or operationally defined
for better understanding of this research.
Turbidity. Turbidity is the measure of relative clarity of a liquid. It is an optical
characteristic of water and is an expression of the amount of light that is scattered
by material in the water when a light is shined through the water sample. The
higher the intensity of scattered light, the higher the turbidity. PEOPLE ALSO ASK:
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Turbidity is the measure of relative clarity of a liquid. It is an optical characteristic
of water and is an expression of the amount of light that is scattered by material in
the water when a light is shined through the water sample. The higher the
intensity of scattered light, the higher the turbidity.
Human Consumption. Human consumption may refer to: Anthropophagy
the consumption of humans. Consumption , consumption of goods by humans.
Consumer , consumption of other organisms by humans. ... Tuberculosis,
historically called consumption.
Porosity. Porosity is a measure of the void spaces in a material, and is a fraction
of the volume of voids over the total volume. It is a phenomenon that occurs in
materials, especially castings. It is weld metal contamination in the form of a
trapped gas. Porosity causes a casting to leak and makes it unusable for holding
pressure in applications like pumps, compressors, transmissions and plumbing
fixtures.
Escherichia coli. Escherichia coli (E. coli) bacteria normally live in the intestines
of healthy people and animals. Most varieties of E. coli are harmless or cause
relatively brief diarrhea. But a few particularly nasty strains, such as E. coli
O157:H7, can cause severe abdominal cramps, bloody diarrhea and vomiting.
You may be exposed to E. coli from contaminated water or food — especially raw
vegetables and undercooked ground beef. Healthy adults usually recover from
infection with E. coli O157:H7 within a week, but young children and older adults
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have a greater risk of developing a life-threatening form of kidney failure called
hemolytic uremic syndrome.
Scarcity. Scarcity refers to a gap between limited resources and theoretically
limitless wants . The notion of scarcity is that there is never enough (of something)
to satisfy all conceivable human wants, even at advanced states of human
technology. Scarcity involves making a sacrifice—giving something up, or making
a tradeoff—in order to obtain more of the scarce resource that is wanted.
Coagulation. Coagulation (also known as clotting) is the process by which blood
changes from a liquid to a gel, forming a blood clot. It potentially results in
hemostasis, the cessation of blood loss from a damaged vessel, followed by
repair. The mechanism of coagulation involves activation, adhesion, and
aggregation of platelets along with deposition and maturation of fibrin. Disorders
of coagulation are disease states which can result in bleeding (hemorrhage or
bruising) or obstructive clotting.
Anthropogenic. Anthropogenic effects, processes, objects, or materials are
those that are derived from human activities, as opposed to those occurring in
natural environments without human influences. The term is often used in the
context of environmental externalities in the form of chemical or biological wastes
that are produced as by-products of otherwise purposeful human activities. For
instance, it is widely believed that the production of carbon dioxide is the primary
factor driving anthropogenic climate change.

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World Health Organization. The World Health Organization (WHO) is a
specialized agency of the United Nations that is concerned with international
public health. It was established on 7 April 1948, and is headquartered in Geneva,
Switzerland. The WHO is a member of the United Nations Development Group.
Its predecessor, the Health Organization, was an agency of the League of
Nations.
The Department of Science and Technology (DOST). The executive
department of the Philippine Government responsible for the coordination of
science and technology-related projects in the Philippines and to formulate
policies and projects in the fields of science and technology in support of national
development.
Polypropylene. ls known as polypropene is a thermoplastic polymer used in a
wide variety of applications. It is produced via chain growth polymerization from
the monomer propelyne .
pH. This term refers to the measure of acidity or alkalinity.
Chapter 2
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REVIEW OF RELATED LITERATURE AND STUDIES
The following literature and studies, both foreign and local, focused on the
customer service skills. The same provided a clear roadmap, strengthened,
supported, gave credence, and corroborated with the variables mentioned and
were made integral part in this study.
Foreign Literature
Arnold, E and Larsen J., (2006)
In their study entitled, “Bottled Water: Pouring Resources Down the Drain” .reveal
that the United Nations Millennium Development Goal for environmental
sustainability calls for halving the proportion of people lacking sustainable access
to safe drinking water by 2015.
Meeting this goal would require doubling the $15 billion a year that the world
currently spends on water supply and sanitation. While this amount may seem
large, it paled to comparison to the estimated $100 million spent each year on
bottled water. Thus, between the money spent by companies on promotion of
bottled water and that spent by consumers on the product itself, adequate public
water systems could be put in place for large portion of the world reducing
dependence in bottled water and lifting a massive amount if pressure of the
environment.
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Hruday, E. and Pollard, S., (2006)
In their study entitled, “Risk Management for Assuring Safe Drinking Water”
explain that the safety does not mean the absence of any risk since to demand an
absolute standard would mean that no water would ever meet this standard and
thus no water could ever be considered safe. While it is clear from the literature
that consumers want water supplies that are 100% safe, with less clearis what
proportion of the population expect some uncertainty and thus accept less than
100% safety. It is not clear what levels of risk are acceptable to different types of
consumers. Informal risk assessment risk is generally defined as the probability of
the occurrence of an undesirable event together with the consequences of that
event. However, expert risk assessment does not seem to correspond with lay
assessment of risk Hobson. W., Knochel, M., Byington C., Young, P., Hoff, C., and
Buchi, K (2007) in their study on, “Bottled, Filtered, and Tap Water Use in Latino
and Non-Latino Children” , had evaluated water preferences on the basis of
ethnicity and surveys were given to parents at the pediatric clinic in Salt Lake City,
Utah. The population surveyed was monthly Hispanic (80%), and results showed
that 30.1% of parents never drank tap water and 42.2% never gave tap water to
their children. Results also showed the non-Hispanic parents were more likely to
drink tap water to themselves and to provide tap water to their children, while a
higher percentage of Hispanic thought that drinking tap water would make them
sick.
Botto(2009)
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Made a study titled, “Tap Water vs. Bottled Water in a Footprint Integrated
Approach conducted a study using a “footprint integrated approach”” , to compare
the overall adverse impacts of six Italian bottled water companies as well as tap
water extraction. Italy is the third largest consumer of bottled water in the world
land, this study covers 10% of all the bottled water manufactures in Italy. This
methodology measures the ecological footprint, the water footprint and the carbon
footprint. Both the battled and tap water processes were broken down into four
steps: Extraction, Production and/ or Transportation, Bottling or Storing and
Distribution.
To evaluate each of the footprints, transportation, materials and energy used, it
was measured after the calculations were completed for all six of the companies.
An average was taken compared to that of tap water. Tap water values were
found to be almost 300 times lower than the average of the bottled water. In the
calculation of the carbon footprint, other greenhouse gases beside carbon dioxide
were also found. The advertised amount of water used in the production of bottled
water was found to be only 1/10th of the actual amount used.
Eftila Tanellari, (2009)
Made a study on. “On Consumers’ Attitudes and Willingness to Pay for Improved
Drinking Water Quality and Infrastructure”, explains that the objective of this study
was to examine the effect of information source and risk perceptions on
individuals’ willingness to pay reduce risk. Empircal results confirmed the
expectation that as individuals’ become more risk averse, their wiliness to reduce
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the risk increases. Beside education, demographic characteristic and family
circumstances are not significant determinants of individual’s willingness to pay
for water quality improvements.
Dada, C. A., (2009)
Made a study titled, “Full Length Research Paper towards a Successful Packaged
Water Regulation in Nigeria”, reveals that the importance of locally sourced, low-
cost alternative drinking water schemes in contributing to increased sustainable
access in developing nations cannot be over-emphasized. One of such initiatives
in Nigeria, where public drinking water supply is endemic packaged drinking water
sold in Sachet’s. Packaged water if improved upon has been suggested as
alternative water provisions that could allow contributions from local initiatives in
the drive towards achieving the water target of the Millennium Development
Goals. This form of drinking water is easy to get and the price is affordable but
people still worry about its purity. Successful regulation of the package water
industry remains a challenge to the national agency established to enforce
compliance with international standards.
Iftikhar Ahmad (2010)
In their study entitled, “Factors Determining Public Demand for Safe Drinking
Water (A Case Study of District Peshawar)”, the study reveals that the overtime
per capital water availability in the world as well as in Pakistan has been declining.
This study was undertaken to analyze the magnitude of awareness, perception,
practices and demand for safe drinking water. The study further elaborated
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households Willingness to Pay (WTP) for improved water quality and services in
district Peshawar of NWFP, Pakistan. Primary data was collected from 315
household which consist 2455 household members from district Peshawar.
Schooling, exposure to mass media, household income occurrence of diarhoeal
diseases were used to measure the households’ response towards the health risk
associated with contaminated water. Moreover, to find out public acceptability to
government while relatively less households (55.6%) were willing to pay in the
case of private company as the service provider. It is worth mentioning that
according to the simple about 76% households were not using any method for
water purification at their homes in district Peshawar. This study empirically
proved that the role of awareness besides the income constant is the key
determinant of demand drinking water.
Foreign Studies
Scientist from the São Paulo State University in Brazil tested minced, dried
banana peel, commonly considered waste, for the extraction of copper and lead
ions from contaminated water. During these tests, scientists determined that it
took only about twenty minutes for the concentration of Cu and Pb to reach
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equilibrium. The relatively high speed of reaching equilibrium in this process is
important to note (Castro et al., 2011).
Castro (2011) and colleagues dried the peels in the sun for a week, ground them
and added them to river water containing known concentrations of copper and
lead. They found that the peels absorbed 97 percent of the metals after just one
hour. The peels were tested in the lab and worked perfectly. Eventually their
efficiency reduces, at which point the metals should be removed from the skins so
that they can be disposed of safely. Castro further said that, although the peels
were tested only on copper and lead, the material could also work on cadmium,
nickel and zinc. But he warned that this sort of filter is better suited to industrial
purposes and cannot be used for water purification at home as the extraction
capacity of banana skins depends on the particle size of the heavy metals — and
this is difficult to measure. With this constraint Miranda J. (2015) used the banana
peels as one of constituent for making a filtration structure for home use and the
result was remarkable.
Another set of scientists in Taiwan tested banana peels and other fruit peels for
their use as heavy metal extractors. Before the tests, the bananas were washed
more than five times to remove any dirt and moisture that may affect the results.
They were then dried in for 48 hours in an oven of 50°C.These tests showed that
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the carboxyl and hydroxyl groups of cellulose content will directly affect the
absorption capacity (Thirumavalavan et al., 2010).
Banana peel has to be dried before being used as adsorbent. The effect of drying
temperature on the metal removal efficiency was tested with various drying
temperatures (30, 60, 90, 105, 120, and 150℃). Based on the results, they
reported that banana peel dried at higher temperature is more effective in
removing Cu2+ than those dried at lower temperatures. As a possible explanation,
they claimed that higher temperature could change the interaction area between
the ligands on the cell wall and the metal ions through expanding the surface area
of the adsorbents. However, taking the energy consumption for drying also into
account, they suggested 120℃ as the most reasonable temperature for drying
banana peels. (Liu et al., 2012).
Assessed the practical applicability of banana peel to remove arsenic from
contaminated water samples collected from 8 different areas of Sindh, Pakistan.
They collected 100 mL of water samples, filtered and mixed with the banana peel
before being shaken for 30 min. The contents of arsenic in the solution were
measured before and after adsorption and results revealed that 98-100% of
arsenic can be removed successfully using the banana peel. However, successful
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metal removal can be achieved only if due attention is paid on the followings.
(Memon et al. 2008b)
Local Literature
The lack of clean drinking water is one of the biggest issues in the world, and
directly affects a large portion of the Philippine population. According to the “2005
Little Green Data Book” of the World Bank, one out of five Filipinos does not get
water from formal sources.
Only 77 percent of the rural population and 90 percent of those in urban areas
have access to an improved water source and only 44 percent have direct house
connections. Those without house connections access water from wells, springs,
communal faucets, and/or from small scale informal providers (Greenpeace: The
state of water resources in the Philippines, October 2007). “Convoy of Hope” is a
mission organization located in various countries throughout the world.
They have a branch currently located in the Philippines, and through friendship
and relations the researchers will hopefully be able to team up with them for a Bio-
sand filtration project. By making this a reality I hope to teach Filipino people how
to take care of their bodies by always drinking clean water. Nearly 2.2 million
metric tons of organic pollution are produced annually by domestic (48 percent),
agricultural (37 percent), and industrial (15 percent) sectors. In the four water-
critical regions, water pollution is dominated by domestic and industrial sources.

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Untreated wastewater affects health by spreading disease-causing bacteria and
viruses, makes water unfit for drinking and recreational use, threatens biodiversity,
and deteriorates overall quality of life. Known diseases caused by poor water
include gastro-enteritis, diarrhea, typhoid, cholera, dysentery, hepatitis, and more
recently, severe acute respiratory syndrome (SARS).
The number of water-related health outbreaks including deaths reported in
newspapers is going up. However, awareness regarding the need for improved
sanitation and water pollution control, reflected by the willingness-to-pay and
connection to a sewerage system where they are easily available, is very low. The
annual economic losses caused by water pollution are estimated at Php67 Billion
(US$1.3 billion). These include Php3 billion for health, Php17 billion for fisheries
production, and Php47 for tourism.
Losses due to environmental damage in pollution, the Philippines has many
water-related laws, but their enforcement is weak and beset with problems that
include: inadequate resources, poor database, and weak cooperation among
different agencies and Local Government Units (LGUs). A Clean Water Act is now
being deliberated in the congress. Philippine Standards for Drinking Water
1993(PNSDW 1993) under the provision of Chapter II Section9 of PD 856,
otherwise known as the Code on Sanitation of the Philippines is designed to guide
the waterworks Officials, Developers and Operators of Water Supply Systems

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both Government and Private entities, health and sanitation authorities and the
general public and all other concerned by standards cover requirements for the
acceptable values of the determined parameters Operators of Water Supply
Systems both Government and Private entities, health and sanitation authorities
and the general public and all other concerned by standards cover requirements
for the acceptable values of the determined parameters in measuring water
quality. These parameters include microbiological, physical, chemical and
radiological compositions of the water. The standard also delineates values
established in conforming with the medical and health implication of the
parameters as opposed to values established purely to satisfy aesthetic
requirements (DENR Administrative Order No.26-A,Series 1994)
Philippine Clean Water Act of 2004 states that the State shall pursue a policy of
economic growth ina manner consistent with the protection, preservation and
revival of the quality of our fresh, brackish and marine waters. To achieve this end,
the framework for sustainable development shall be pursued. This includes the
use of water for domestic purposes like drinking and potable water and also water
treatment.
Local Studies
The domestic water requirement of Nagcarlan, Laguna in the Philippines is
supported by six water springs along the slope of Mt. Banahaw (Orijola, 2009).
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This municipality has enough water supply due to periods of long rainfall, which
percolates through Mt. Banahaw before reaching Nagcarlan. However, Nagcarlan
has a poorly managed water distribution System because it is not overseen by the
National Water Resources Board (NWRB) of the Philippines.
As a result many sources of contamination exist due to this lack of management.
First, there is uncontrolled application of pesticides by several farmers planting on
the top of Mt.
Banahaw. Second, there are houses and piggeries with poorly constructed septic
tanks and waste disposal systems in the upland area. Lastly, water distribution
pipelines are almost 50 years old or more with some running through or
submerged in polluted canals.
These sources of contamination result in the presence of pesticides, heavy metals
(e.g. Cr (VI)), and bacteria in their water. Bamboo, a native plant of the
Philippines, has been chosen to provide housing for the filtration materials
because of its strength and durability. Coconut shell derived activated carbon (AC)
and citricidal (grapefruit seed extract) have been identified as filter materials for
pesticide and heavy metal removal and bacterial disinfection, respectively.
AC has a characteristic large surface area that has been shown to perform well in
the adsorption of chlorine and volatile organic compounds (VOCs) from water.
Because the Philippines is one of the largest sources of the coconut tree.
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The study was conducted to evaluate the impact of Bio sand Filter (BSF) on
access to safe drinking water in the poor communities of the Philippine regions.
Specifically, this endeavor aimed to describe the efficacy of the BSF as water
system in the household and also as a bio-innovative technology for poverty
alleviation. It also intended to reveal the effectiveness of household (HH) BSF in
terms of the defined characteristics of the model as mechanism on access to safe
drinking water.
The Department of Science and Technology (DOST) has developed sophisticated
equipment that will minimize the cost and time of producing activated carbon used
for water and air purification.
Russell Pili, senior science research specialist of the DOST’s Philippine Council
for Industry and Energy Research and Development (PCIERD), said the new
activated carbon reactor has a capacity of 15 kilograms per hour compared to the
current 12 kg per hour.
Robert Nelson Leung, 11, recently placed fresh banana peels in a container filled
with water taken from the community of Balatoc in Itogon town in Benguet
province, host to many of the country’s oldest mines.

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After a full day, the Grade 6 pupil of Baguio Achievers Academy here discovered
that the polluted water became much cleaner because the peels had absorbed
the lead, copper and iron that had contaminated the liquid.
This study was conducted at the Chemistry Laboratory of the Physical Sciences
Department of the College of Science, University of Eastern Philippines,
Catarman, Northern Samar. Three banana species samples were collected from
various locations in San Julian, Eastern Samar, Philippines. Samples of three
different species of banana fruit were collected from San Julian, Eastern Samar.
The fruits were shredded off with the peels and the peels were collected and
washed with distilled water. After washing, the peels were sun dried for 1 week.
After drying the peels, a modified filtration material was used made mostly of
banana peels and polypropylene bottles. All three species of banana peels were
dried and made into filtration set-up. The dried banana fruit peels filter was then
brought to the Chemistry Laboratory of the Physical Sciences Department of the
College of Science, University of Eastern Philippines, Catarman, Northern Samar.
These set-ups are now used for determining water properties before and after
filtration process.
Synthesis
The objective of the present work was to explore the effectiveness of banana peel
and other materials for water purification (activated charcoal, pebbles ,sand).
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According to Liu(2012) the banana peels should be dried before being used as
absorbent. Based on the results, they reported that banana peel dried at higher
temperature is more effective in removing Cu2+ than those dried at lower
temperatures. Also, Leung R (2011) discovered that the polluted water became
much cleaner because the peels had absorbed the lead, copper and iron that had
contaminated the liquid.
The researchers discovered during research that the banana peels can be used
as water filters up to 8 times and still be effective, so you’re getting some serious
bang for your buck there. Further research can also be carried out to study the
effectiveness of Banana peel adsorbent in removal of other metallic compounds
that are present in industrial waste water.
After all, the banana peels, activated charcoal and carbon and sand can be used
to filter water for survival. They are more effective than most other methods for
removing heavy metals from water. This doesn’t mean, however, that they’re
useful for killing bacteria, so you still need to use other water purification to make
it more clean and safe to drink. Banana peels as a water filteration is
recommended to use because it is affordable and it is easy to make.

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Chapter 3
RESEARCH METHODOLOGY
This chapter discusses the methods and procedures used in this study, the
procedure of how the study is investigated; tools use to gather the data as well as
the statistical treatment employed.
Research Methods Used
This study usedthe descriptive researchmethod due to the appropriateness
to the problem. The researcher assessed the customer service skills of the sales
representatives at Arrow Electronics Asia-Singapore Proprietary Limited forthe
purpose of having a reference on employee training program.
Descriptive research is a type of research that describes what exists in a
current situation and may help to uncover new facts and meaning through
observation, description and documentation of the situation as it normally occurs
(Polit & Hungler 1999). This involves the collection of data that will provide an
account or description of individuals, groups or situations.

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Respondents of the Study
The respondents of the study included the sales representative of Arrow
Electronics Asia-Singapore Proprietary Limited and their supervisors. Below is the
distribution of the respondents of the study.
Table 1
Distribution of Respondents as to Age
Sales
Supervisors Representatives
Category Frequency Percent Frequency Percent
26 to 30 0 - 5 16.7
31 to 35 0 - 3 10.0
36 to 40 0 - 19 63.3
41 to 45 10 55.6 2 6.7
46 and above 8 44.4 1 3.3
Total 18 100.0 30 100.0
The Table above enumerates the age of the two groups of respondents.
Most (f= 10, 55.6 percent) of the supervisor- respondents are already in their early
40’s (between 41 and 45 years old), while the others (f= 8, 44.4 percent) are
already seniors (46 years old and above). On the other hand, majority (f= 19, 63.3
percent) are in their late 30’s (between 36 and 40 years old), and few (f= 5, 16.7
percent) are still young or those within the 26 and 30 year- old bracket. This data
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infers that the employees are just in the right age and position like other business
industries.
Table 2
Distribution of Respondents as to Sex
Sales
Category Frequency Percent Frequency Percent
Male 5 27.8 7 23.3
Female 13 72.2 23 76.7
Total 18 100.0 30 100.0
The sex of the respondents is presented in Table 2. The female supervisor
and sales representative- respondents are mostly (f= 13 supervisors, 23 sales
representatives) females. This data proves that females are most preferred in jobs
that require interaction with the clients/ customers; as females are thought to be
more accommodating and patient than their male counterparts.

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Table 3
Distribution of Respondents as to Highest Educational Attainment
Sales
Frequenc Frequenc
Category y Percent y Percent
technical/
vocational 0 - 5 16.7
bachelor’s 3 16.7 22 73.3
master’s degree 15 83.3 3 10.0
Total 18 100.0 30 100.0
The highest educational attainment of the respondents is reflected in the
foregoing table. Almost all (f= 15, 83.3 percent) of the supervisor- respondents
have completed a master’s degree; while 22 or 73.3 percent of the sales
representative- respondents have at least a bachelor’s degree, and three or 10.0
percent have managed to finish an advanced study. This information indicates
that Arrow, Limited has high regard for education that may be reflected in their
criteria for promotions.

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Table 4
Distribution of Respondents as to Job Classification
Sales
Frequenc Frequenc
frontline 4 22.2 22 73.3
support 12 66.7 5 16.7
after- sales 2 11.1 3 10.0
Total 18 100.0 30 100.0
Table 4 shows the job classification of the respondents in the Customer
Service Department of Arrow, Limited. A substantial number (f= 12, 66.7 percent)
of the supervisor- respondents are assigned as Support; four (f= 4, 22.2 percent)
are supervising the Frontline operations, and two or 11.1 percent are taking- care
of the After- Sales. The sales representative- respondents however, are mostly (f=
22, 73.3 percent) are in the Frontline office of the Customer Service Department
of Arrow, Limited, while a few (f= 5 and 3; 16.7 and 10.0 percent) are assigned in
Support and After- Sales. This infers that the Customer Service Department of the
company invests heavily in frontline service or ensuring the best experience for
their clients.
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Table 5
Distribution of Respondents as to Length of Service
Sales
Frequenc Frequenc
2 to 4 years 0 - 3 10.0
5 to 7 years 0 - 15 50.0
8 to 10 years 3 16.7 12 40.0
11 years and
above 15 83.3 0 -
Total 18 100.0 30 100.0
Table 5 engages the Length of Service of the respondents. Majority (f= 15,
83.3 percent) of the supervisor- respondents have been working with Arrow,
Limited for more than 11 years; while three or 16.7 percent for more than 8 but
less than 10 years. The sales representative- respondents on the other hand, are
mostly 5 to 7 years’ (f= 15, 50.0 percent) length of service; while a substantial
number (f=12, 40.0 percent) for at least 8 to 10 years. This information indicates
that the company may have a low attrition rate.

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Sampling Technique
Best and Khan (1993:13) defines a population as a ‘group of individuals
that have one or more characteristics in common that are of interest to the
researchers’. The population is a ‘group of people who are the focus of a
research study and to which the results would apply (Cardwell 1999: 179). Thus,
the population is the group to which the researcher would like to make references.
Purposive sampling technique was used in this study. A purposive sample
is a non-probability sample that is selected based on characteristics of a
population and the objective of the study. This type of sampling can be very useful
in situations when you need to reach a targeted sample quickly, and where
sampling for proportionality is not the main concern. Purposive sampling method
may prove to be effective when only limited numbers of people can serve as
primary data sources due to the nature of research design and aims and
objectives.
Instrumentation
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The research instrument is basedon the standardized instruments of the
Customer Service Model Questionnaire which is divided into 3 components that
effectively measures the skills of the said target respondents.
The instrument is tailor-fitted by the researcher to gather the profiles of the
respondents that are deemed necessary. The parts in the said instrument followed
the same sequence as the specific questions posed in Chapter 1.
Data Gathering Procedures
A letter was sent to the head of operations of the Customer Service
Department of Arrow Electronics Asia-Singapore Proprietary Limited.Upon
approval, the researcher facilitated the survey questionnaire to theemployees of
the said department.Afterwards, the gathered data were organized, tallied,
analyzed and interpreted.
Statistical Treatment of Data
The frequency distribution, percentage, weighted mean, T-testwere the
statistical tools used in the study through the Statistical Package for Social
Science (SPSS) version 20.0.
Frequency Distribution (f). This tool was used to facilitate the tallying and
counting of frequencies falling under the profile categories.

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Percentage (%). This tool was used to find out the part of the whole
respondents’ assessment based on the frequency/tally gathered. The following
formula was used to determine the same based on the variables determined.
----------------------- x 100 = Percentage
Where:
f = Frequency
N = Total Population
100 = constant
Weighted Mean (WM).Thiswas used to determine the Customer Service
Skills of the Sales Representatives at Arrow, Limited. The Weighted Mean was
computed using the formula:
TWF
WM = -------------------------
Where:
WM = Weighted Mean
TWF = Total Weighted Frequency
N = Total Population
T-Test of Two (2) Independent Samples. Is a two-sample t-test that
examines whether two samples are different and is commonly used when the
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variances of two normal distributions are unknown. This test determined the
significant differences in the assessments of the two groups of respondents. The
following formula was employed:
Where:
x́ 1= mean of sample 1
x́ 2 = mean of sample 2
n1 = number of subjects in sample 2
s12 = variance of sample 1

s22 = variance of sample 2
Arbitrary Scale of Values
To determine the customer service skills of the sales representatives of
Arrow Electronics Asia- Singapore, a four-point Likert scale were used that
determined the perception of the two groups of respondents. The following rating
and verbal interpretation used is presented below:
Score Verbal Interpretation Description
4 Strong (S) This describes the sales

representativepossessing the all
the skill or most of the time
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3 Moderate (M) This describes the sales

representative to be possessing
the skill partly or some of the time
2 Improvement This describes the sales

Opportunity representative as possessing the
skill very little or not at all
1 Not Applicable (N/A) Not applicable to the sales

representative at this time
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Chapter 4
PRESENTATION, ANALYSIS, AND INTERPRETATION OF DATA
This Chapter presents the analysis and interpretation of data pertaining to
the customer service skills of the sales representatives at Arrow Electronics Asia-
Singapore Proprietary Limited.
Customer Service Skills of the Sales Representatives
Table 6
Customer Service Skills of the Sales Representatives in terms of Customer
Focus
Sales
Supervisors
Indicator Reps. TWM VI
WM VI WM VI
The Sales Representative…
shows strong commitment to provide our customers 2
1 M S M
with excellent service. .52 3.67 3.10
believes that our customers are important to us, our 2
2 M S M
department, our agency, and the State in general. .58 3.27 2.93
feels that we know and understand what excellent 2
3 M M M
customer service is. .90 2.89 2.90
has a good understanding of what our customers expect 2
4 M M M
and require .67 3.00 2.84
believes that their job providing customer service is 2
5 M M M
very important, and they understand why. .54 3.25 2.90
understands that they are the primary person who will
2
6 be working with the customers to solve their problem or M M M
.89 2.57 2.73
answer their questions.
believes that they are members of a team of
2
7 representatives in their unit who work together on M M M
.99 2.98 2.99
behalf of our customers.
8 knows that the company has a process in place in the 2 IO IO IO
event that they don’t have an answer or ready solution, .40
2.43 2.42
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and they’ll use it.
sees that they are responsible to see that our
2
9 customers' issues or problems are addressed whether IO M M
.46 2.69 2.58
or not they are the one with the answer.
wants to deal with our customers' issues correctly the 2
10 M M M
first time they deal with them. .55 2.59 2.57
M M M
Overall Mean 2.65 2.93 2.79
Legend: 3.26- 4.00= Strong (S); 2.51- 3.25= Moderate (M); 1.76- 2.50= Improvement Opportunity (IO); 1.00- 1.75= Not
Applicable (NA); WM= Weighted Mean; VI= Verbal Interpretation
Table 6 discusses the Customer Service Skills of the Sales
Representatives in terms of Customer Focus. The overall mean of 2.65, rated as
‘Moderate’ according to the supervisor- respondents in terms of Customer Focus,
points to ‘Moderate’ Customer Service Skills of the sales representatives as to
believing that they are members of a team of representatives in their unit who
work together on behalf of our customers (WM= 2.99), feeling that they know and
understand what excellent customer service is (WM= 2.90), and understanding
that they are the primary person who will be working with the customers to solve
their problem or answer their questions (WM= 2.89). However, the sales
representatives need ‘Improvement Opportunities’ in terms of seeing that they are
responsible to see that our customers' issues or problems are addressed whether
or not they are the one with the answer (WM= 2.46), and has a process in place
in the event that they don’t have an answer or ready solution, and they’ll use it
(WM= 2.40).
It is imperative that customer issues or problems are addressed outright.
This is emphasized in Spreng (2016) that the same is essential to Customer
loyalty and satisfaction that proved to be the major determinant for long term
survival and financial performance of the company.

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Further, anent to addressing customer’s issues or problems, this problem is
provided answers by Anderson et. al. (2013) who states that companies need to
develop an environment inside the organization that is more prone towards
meeting service quality standards according to the customer requirements.
The sales representative- respondents were honest in rating themselves as
‘Moderate’ in Customer Service Skills, owing to the overall mean of 2.93. Among
their ‘Strong’ points, however, is their ability to show strong commitment to provide
our customers with excellent service (WM= 3.67), and in believing that our
customers are important to us, our department, our agency, and the State in
general (WM= 3.27). On the other hand, the items that need further ‘Improvement
Opportunity’ is in the area of knowing that the company has a process in place in
the event that they don’t have an answer or ready solution, and they’ll use it
(WM= 2.43). In this case, standard operating procedures established by
companies offer important reference materials for the employees. The goal of
which is to ensure that customer needs are met and issues/ problems addressed.
This in turn improves customer satisfaction measurement in developing,
monitoring, and/or evaluating product and service offerings, as well as for
evaluating, motivating, and/or compensating employees.

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Table 7
Customer Service Skills of the Sales Representatives in terms of Personal
Characteristics
Sales
Supervisors TWM VI
Indicator Reps.
WM VI WM VI
has patience with our customers, even when

1 M M M
their actions are difficult to handle. 2.55 2.89 2.72
shows respect for our customers and our
2 M M M
co-workers. 3.00 3.09 3.05
possesses positive attitude and outlook
3 about their job, our customers, and our S S S
agency. 3.50 3.70 3.60
acts confident in their abilities to do their job
4 and in their interactions with our customers S S S
3.89 3.90
and co-workers. 3.90
manages the stress of their job well, even
5 S S S
when things get tough. 3.68 3.97 3.83
Shows efficiency in all aspects of their job
6 S S S
and handle their time very well. 3.54 3.87 3.71
applies high ethical standards as they fulfil
7 S S S
their job roles and functions. 3.90 3.92 3.91
follows through with our customer to ensure
8 M M M
that they are happy with our services 3.14 3.07 3.11
shows deep concern with the company, the
9 S S S
management, and co-employees 3.56 3.54 3.55
helps in the maintenance of the company's
10 S S S
facilities, equipment, and amenities 3.65 3.61 3.63
S S S
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Table 7 presupposes the Customer Service Skills of the Sales
Representatives in terms of Personal Characteristics. The overall mean of 3.44,
according to the supervisor- respondents, is rated as Strong in Personal
Characteristics. This means that the sales representative- respondents are Strong
as to applying high ethical standards as they fulfil their job roles and functions
(WM= 2.90), and acting confident in their abilities to do their job and in their
interactions with our customers and co-workers (WM= 3.89). However, the sales
representatives have ‘Moderate’ Customer Service Skills as putting up with our
customers, even when their actions are difficult to handle (WM= 2.55), and in
showing respect for our customers and our co-workers (WM= 3.00), as among the
weak points, which the sales representative- respondents themselves agree as
having challenges or difficulties.
On a careful inspection of the dimensions of quality, a major focus rests on
the component of human interaction in the service delivery that consists of human
behavior and attitudes. The foregoing findings engages Looy et al (2013) who
emphasizes that customers are not one dimensional in judgment, because a lot of
other factors influence service quality, most researchers agree on these
dimensions of service quality as a measure of service quality.
The sales representative- respondents themselves rate their Personality
Characteristics as Strong, with an overall mean of 3.56. This information
integrates that the employees are able to manage the stress of their job well, even
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when things get tough (WM= 3.97), and acting confident in their abilities to do
their job and in their interactions with our customers and co-workers (WM= 3.90).
Stress, as mentioned in the foregoing, points to the definition of Lee (2016),
Resilience refers to a person’s capacity to handle difficulties, demands, and high
pressure without becoming stressed.Resilient people are the one you can count
on to come through when the stakes are high. Resilient people respond
resourcefully to change. Rather than fight change and hang on to old, outdated
ways, they respond to change with confidence and flexibility. This is typically the
quality of resilient people think of when they hear the term. The more resilient
people are, the more quickly they’re able to recover from a setback, make the
best of the new situation, and become a “new and improved” version of
themselves because of it.

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Table 8
Service Challenges
Sales TW V
Supervisors
Indicator Reps. M I
WM VI WM VI
views every customer as a unique
1 individual with a need to fulfil, problem to S S S
solve, or an issue to address. 3.59 3.75
3.90
Discovers effectively and try to understand
2 M S S
their customer's point of view. 3.08 3.60 3.34
knows how to recognize the signs of
3 emotional communication (anger, fear, guilt, S S S
etc.). 3.50 3.67 3.59
knows ways to diffuse a customer's
4 emotional "charge" and move the M M M
interaction to a problem-solving process. 3.04 3.07
3.09
does not add to an emotional interaction by
5 S S S
reacting emotionally to it themselves. 3.48 3.57 3.53
knows that some of their customers have
difficulty with the issues or problems they
6 present to them and prepares themselves S S S
to handle the stress associated with tough 3.45 3.40
interactions. 3.34
focuses on the results they can achieve by
solving their customer's difficult problems
7 S S S
and keep these goals firmly in front of them 3.90 3.91
at all times. 3.91
does not use judgmental or blaming
8 behavior when they interact with customers S S S
who are experiencing difficulties. 3.50 3.58
3.65
recognizes and knows what to do when
they encounter customers who create
difficult circumstances, such as dishonest
9 M M M
interactions, abusive behavior, and 3.05 3.07
defensive/attacking verbal and nonverbal
communication. 3.09
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recognizes and knows what to do when

they encounter customers who have
1 special needs including the elderly, the
S S S
0 disabled, customers from different cultures, 3.97 3.94
and people who speak English as a second
language or don't speak English at all. 3.90
S S S
Table 8 indulges the Customer Service Skills of the Sales Representatives
in terms of Customer Service Challenges. According to the supervisor-
respondents, the overall mean of 3.46, rated as Strong, leads to the sales
representatives’ abilities in recognizing and knowing what to do when they
encounter customers who have special needs including the elderly, the disabled,
customers from different cultures, and people who speak English as a second
language or don't speak English at all (WM= 3.97), and focusing on the results
they can achieve by solving their customer's difficult problems and keep these
goals firmly in front of them at all times (WM= 3.90). Both this ‘Strong’ points were
agreed by the sales representative- respondents themselves.
However, the supervisor- respondents rated the sales representative-
respondents (which they agree) as ‘Moderate’ in terms of knowing ways to diffuse
a customer's emotional "charge" and move the interaction to a problem-solving
process (WM= 3.04), and in recognizing and knowing what to do when they
encounter customers who create difficult circumstances, such as dishonest
interactions, abusive behavior, and defensive/attacking verbal and nonverbal
communication (WM= 3.05), as among the items that need to be improved.

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The aforementioned ability of the employee to deal with the customer’s
emotional charge is described by Zarate (2016) as fight or clash, when people
disagree, because they see a situation differently. Differences in perception are
due to differences in needs, values, personality, preferences and interests,
orientation, education or training, or background experiences. Conflicts normally
occur between sales and marketing, marketing finance, marketing and
manufacturing, production and quality control, and etc.; It is important to practice
professionalism in handling conflict situation.
Table 9
Summary of Customer Service Skills of Sales Representatives
Sales
Indicator Supervisors Reps. TWM VI
WM VI WM VI
Customer Focus 2.65 M 2.93 M 2.79 M
Personal Characteristics 3.44 S 3.56 S 3.50 S
Customer Service Challenges 3.46 S 3.57 S 3.51 S
Table 9 presents the summary of Customer Service Skills of Sales
Representatives. As assessed by the supervisor- respondents, the total weighted
mean of 3.46 accrues to the ability of the sales representative- respondents as
‘Strong’ in handling Customer Service Challenges, followed by the Personal
Characteristics with 3.44; both rated as ‘Strong’; and ‘Moderate’ with 2.65 as to
Customer Focus.
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On the other hand, the sales representative- respondents agree that
handling Customer Service Challenges are their strength, followed by Personal
Characteristics (WM= 3.50), but ‘Moderate’ in terms of Customer Focus (WM=
2.93).
Differences in the Assessments of the Grouped Respondents
Table 10
Differences in the Assessments of the Grouped Respondents on the
t- P-
Indicator value Value Decision Remarks
Customer Focus -2.06 0.0459 Reject Ho Significant
Personal Characteristics -0.62 0.5407 Accept Ho Not Significant
Customer Service
Challenges -0.81 0.4262 Accept Ho Not Significant
Table 9 indicates the Differences in the Assessments of the Grouped
Respondents on the Customer Service Skills of the Sales Representatives. The
Customer Focus’ t-value of -2.06 with a computed P-value of 0.0459 lesser than
the Probability Value at 0.05 leads to reject the null hypothesis that there is no
significant difference. In other words, the supervisors are one in pronouncing that
the sales representatives’ Customer Service Skills as to Customer Focus can
further be developed through training and education so as to reach their fullest

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potential in fully understanding the needs of the customers. On the other hand,
the two other indicators- Personal Characteristics (t-value= -0.62, P- Value=
0.5407) and Customer Service Challenges (t-value= -0.81, P-value= 0.4262)
leads to accept the null hypothesis.
Proposed Training Program for Sales Representatives
Rationale:
Customer Service Skills is a major component of competencies. This
includes the possession of technical knowledge, practical behaviors and attitudes
which inform the way one operate in working life. The skills are a natural
progression, building on aspects of the person specificationin greater detail. This
training program equips the Customer Service employee in better serving their
clienteles that is directly aligned with the Company’s goals.
Objective Strategies Activity Duration

Understands the Understands the Seminar on 2 hours
contribution their role
business makes to the success of
Understanding
environment in the business the goals of
which the Understands the Customer Service
needs for the business
business to generate increased
operates income and Focus Group 3 hours
and considers understands how their Discussions on
team can support this
the wider impact the current
Questions actions
of their where appropriate and business
decisions and identifies more cost- practices
actions effective approaches
Meets the
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expectations of
customers without
compromising budgets
Gets message Clear when they Role Playing 3 hours
communicate
across in a Constructive and
persuasive way positive in what they Teambuilding 5 hours
have to say exercises
Involved at meetings,
asks questions, listens
and gives information
when appropriate
Keeps an open Invites regular Focus Group
feedback on
mind and adapts performance from team
Discussions on
to changes in members and the Working
the working customers Environment
Quickly turns new
environment ideas into clear and
effective improvements
Looks for better ways Brainstorming
of doing things and
suggests improvements
Shares their ideas
with colleagues and
seeks support from
management
in developing those
ideas
Understands Demonstrates Role Playing
common courtesy even
customer needs when customer is
and builds difficult or demanding Focus Group
effective Responds promptly to Discussions on
customer requests and
customer whenever possible
Building
relationships within agreed Relationships with
timeframes Customers
Assesses customer
needs accurately by
listening /sensitive
questioning
Keeps promises made
to customers
Shows awareness of
who their customers are
Builds own and Identifies what Understanding 5 hours
learning and
others’ development they need
oneself and
confidence, to do their job others: A
knowledge and effectively Teambuilding
Is flexible and willing
skills to adapt and learn
Exercise
Participates fully in
reviews and in agreed Focus Group 3 hours
SMART development
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objectives Discussions on
Seeks and responds
positively to feedback
Difficulties/
regarding their learning Challenges
and development Encountered in
Feedback
Mechanisms
Prioritizes and Overcomes obstacles Focus Group 4 hours
to ensure work gets
orders activities done on time
Discussions on
to get results Prioritizes workload to Workload
meet important Assignments 2 hours
objectives
Motivates and
encourages people to
achieve planned results
If appropriate to role,
manages team
effectively, delegating
work to use
resources to best effect
Informs colleagues of
changes in priorities and
helps them to plan their
workload
Monitors progress and
puts effort in where it is
most needed
Works with Actively participates Teambuilding 5 hours
within the team
others towards Helps others within
Exercises towards
shared goals the team, sharing improving
cooperatively workload Cooperation and
and Communicates openly Participation
and effectively with
collaboratively other team members
with other teams Focuses on shared
goals playing a full part
in their successful
completion
Is reliable and aware
that consequences of
own behavior affect
others within the team
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Chapter 5
SUMMARY, FINDINGS, CONCLUSIONS, AND RECOMMENDATION
This section shows the summary, findings, conclusions, and
recommendations on the study pertaining to the Customer Service Skills of the
Sales Representatives at Arrow Electronics Asia- Singapore Proprietary Limited.
Summary
The customer service skills of the sales representatives at Arrow
Electronics Asia- Singapore Proprietary Limited were assessed by its supervisors
and managers. The results will be made integral in providing an employee training
program to improve the customer service skills of its representatives. Specifically,
questions on the two groups of respondents’ assessment on the customer service
skills of the sales representatives in terms of Customer focus, Personal
Characteristics, and Customer Service Challenges were answered. Further, the
null hypothesis that there is no significant difference in the assessments of the two
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groups of respondents on the customer service skills of the sales representatives
was tested.
This study used the descriptive research method due to the
appropriateness to the problem where the sample- respondents were purposively
chosen. The research instrument is based on the standardized instruments of the
Customer Service Model Questionnaire which is divided into 3 components that
effectively measures the skills of the said target respondents. The frequency,
percentage, weighted mean, and the T-Test of Two (2) Independent Samples.
Findings
Following are the findings of this study:
 The overall mean of 2.65, rated as ‘Moderate’ according to the supervisor-
respondents in terms of Customer Focus, points to ‘Moderate’ Customer
Service Skills of the sales representatives as to believing that they are
members of a team of representatives in their unit who work together on
behalf of our customers (WM= 2.99), feeling that they know and
understand what excellent customer service is (WM= 2.90), and
understanding that they are the primary person who will be working with
the customers to solve their problem or answer their questions (WM=
2.89). However, the sales representatives need ‘Improvement

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Opportunities’ in terms of seeing that they are responsible to see that our
customers' issues or problems are addressed whether or not they are the
one with the answer (WM= 2.46), and knowing that the company has a
process in place in the event that they don’t have an answer or ready
solution, and they’ll use it (WM= 2.40).

‘Moderate’ in Customer Service Skills, owing to the overall mean of 2.93.
Among their ‘Strong’ points, however, is their ability to show strong
commitment to provide our customers with excellent service (WM= 3.67),
and in believing that our customers are important to us, our department,
our agency, and the State in general (WM= 3.27). On the other hand, the
items that need further ‘Improvement Opportunity’ is in the area of knowing
that the company has a process in place in the event that they don’t have
an answer or ready solution, and they’ll use it (WM= 2.43). In this case,
standard operating procedures established by companies offer important
reference materials for the employees. The goal of which is to ensure that
customer needs are met and issues/ problems addressed. This in turn
improves customer satisfaction measurement in developing, monitoring,
and/or evaluating product and service offerings, as well as for evaluating,
motivating, and/or compensating employees.

 The overall mean of 3.44, according to the supervisor- respondents, is
rated as Strong in Personal Characteristics. This means that the sales

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representative- respondents are Strong as to applying high ethical
standards as they fulfil their job roles and functions (WM= 2.90), and acting
confident in their abilities to do their job and in their interactions with our
customers and co-workers (WM= 3.89). However, the sales
representatives have ‘Moderate’ Customer Service Skills as putting up with
our customers, even when their actions are difficult to handle (WM= 2.55),
and in showing respect for our customers and our co-workers (WM= 3.00),
as among the weak points, which the sales representative- respondents
themselves agree as having challenges or difficulties.

Characteristics as Strong, with an overall mean of 3.56. This information
integrates that the employees are able to manage the stress of their job
well, even when things get tough (WM= 3.97), and acting confident in their
abilities to do their job and in their interactions with our customers and co-
workers (WM= 3.90).

 Customer Service Skills of the Sales Representatives in terms of Customer
Service Challenges’ the overall mean of 3.46, rated as Strong, leads to the
sales representatives’ abilities in recognizing and knowing what to do when
they encounter customers who have special needs including the elderly,
the disabled, customers from different cultures, and people who speak
English as a second language or don't speak English at all (WM= 3.97),
and focusing on the results they can achieve by solving their customer's
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difficult problems and keep these goals firmly in front of them at all times
(WM= 3.90). Both this ‘Strong’ points were agreed by the sales
representative- respondents themselves.

respondents (which they agree) as ‘Moderate’ in terms of knowing ways to
diffuse a customer's emotional "charge" and move the interaction to a
problem-solving process (WM= 3.04), and in recognizing and knowing what
to do when they encounter customers who create difficult circumstances,
such as dishonest interactions, abusive behavior, and defensive/attacking
verbal and nonverbal communication (WM= 3.05), as among the items that
need to be improved.
 As assessed by the supervisor- respondents, the total weighted mean of
3.46 accrues to the ability of the sales representative- respondents as
‘Strong’ in handling Customer Service Challenges, followed by the
Personal Characteristics with 3.44; both rated as ‘Strong’; and ‘Moderate’
with 2.65 as to Customer Focus.

handling Customer Service Challenges are their strength, followed by
Personal Characteristics (WM= 3.50), but ‘Moderate’ in terms of Customer
Focus (WM= 2.93).
Differences in the Assessments of the Grouped Respondents

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 The Customer Focus’ t-value of -2.06 with a computed P-value of 0.0459
lesser than the Probability Value at 0.05 leads to reject the null hypothesis
that there is no significant difference. In other words, the supervisors are
one in pronouncing that the sales representatives’ Customer Service Skills
as to Customer Focus can further be developed through training and
education so as to reach their fullest potential in fully understanding the
needs of the customers. On the other hand, the two other indicators-
Personal Characteristics (t-value= -0.62, P- Value= 0.5407) and Customer
Service Challenges (t-value= -0.81, P-value= 0.4262) leads to accept the
null hypothesis.
Conclusions
The supervisor- respondents in terms of Customer Focus, assessed the
sales representatives’ as ‘Moderate’. This means that believe that they are
members of a team of representatives in their unit who work together on behalf of
our customers, feels that they know and understand what excellent customer
service is, and understands that they are the primary person who will be working
with the customers to solve their problem or answer their questions. However, the
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sales representatives need ‘Improvement Opportunities’ in terms of seeing that
they are responsible to see that our customers' issues or problems are addressed
whether or not they are the one with the answer, and knowing that the company
has a process in place in the event that they don’t have an answer or ready
solution, and they’ll use it.
‘Moderate’ in Customer Service Skills. Among their ‘Strong’ points, however, is
their ability to show strong commitment to provide our customers with excellent
service, and in believing that our customers are important to us, our department,
our agency, and the State in general. On the other hand, the items that need
further ‘Improvement Opportunity’ is in the area of knowing that the company has
a process in place in the event that they don’t have an answer or ready solution,
and they’ll use it. In this case, standard operating procedures established by
companies offer important reference materials for the employees. The goal of
which is to ensure that customer needs are met and issues/ problems addressed.
This in turn improves customer satisfaction measurement in developing,
monitoring, and/or evaluating product and service offerings, as well as for
evaluating, motivating, and/or compensating employees.
According to the supervisor- respondents, the sales representative-s are
rated Strong in Personal Characteristics. This means that the sales
representative- respondents are Strong as to applying high ethical standards as
they fulfil their job roles and functions, and acting confident in their abilities to do
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their job and in their interactions with our customers and co-workers. However, the
sales representatives have ‘Moderate’ Customer Service Skills as putting up with
our customers, even when their actions are difficult to handle, and in showing
respect for our customers and our co-workers, as among the weak points, which
the sales representative- respondents themselves agree as having challenges or
difficulties.
Characteristics as Strong. This information integrates that the employees are able
to manage the stress of their job well, even when things get tough, and acting
confident in their abilities to do their job and in their interactions with our
customers and co-workers.
Service Challenges’ were rated as Strong. This leads to the sales representatives’
abilities in recognizing and knowing what to do when they encounter customers
who have special needs including the elderly, the disabled, customers from
different cultures, and people who speak English as a second language or don't
speak English at all, and focusing on the results they can achieve by solving their
customer's difficult problems and keep these goals firmly in front of them at all
times. Both this ‘Strong’ points were agreed by the sales representative-
respondents themselves.
respondents (which they agree) as ‘Moderate’ in terms of knowing ways to diffuse

65
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a customer's emotional "charge" and move the interaction to a problem-solving
process, and in recognizing and knowing what to do when they encounter
customers who create difficult circumstances, such as dishonest interactions,
abusive behavior, and defensive/attacking verbal and nonverbal communication,
as among the items that need to be improved.
As assessed by the supervisor- respondents the sales representative-
respondents are ‘Strong’ in handling Customer Service Challenges, followed by
the Personal Characteristics (both rated as ‘Strong’); and ‘Moderate’ as to
Customer Focus.
handling Customer Service Challenges are their strength, followed by Personal
Characteristics, but ‘Moderate’ in terms of Customer Focus.
The difference in assessments of the grouped respondents as to Customer
Focus is significant. This infers that the supervisors are one in pronouncing that
the sales representatives’ Customer Service Skills as to Customer Focus can
further be developed through training and education so as to reach their fullest
potential in fully understanding the needs of the customers. On the other hand,
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the two other indicators- Personal Characteristicsand Customer Service
Challenges leads to accept the null hypothesis.
Recommendations
Following are the recommendations to improve the Customer Service Skills
of the Sales Representatives at Arrow, Limited:
1. That Arrow, Limited Management teams, especially the Customer
Service Department provide a training program towards enhancing the
relationship of the employees with the clients, improving customer care
delivery, addressing issues/ and concerns of the customers. Standard
Operating Procedures or Agreements be established as easy reference
for the employees. Investments in these training and development
programs may increase employee productivity and ultimately increase
Sales and Profits.

2. The training programs for enhancing Customer Service Skills be used
as referencefor all business entities engaged in customer service or any
business that involves customer interaction.

3. Customer Service Practitioners proactively engage and submit
themselves in trainings, seminars, workshops that may enhance their
capabilities. That they inculcate in themselves transparency and
openness to change carry out the expected output of their profession.

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4. Future Researchers engage in similar topics of hybrid focus that
effectively connect the gap that may be left unresolved. Certain
inadequacies, at least, may give insights and encouragement to
undertake a validation and follow up study.

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Ueltschy et al., (2014). Marketing: Contributions from the Behavioral Sciences.

New York: Harcourt, Brace, and World.
Zarate, Z. (2016). Simple Structural Changes in the Organization. Business

Management Quarterly. University of the Philippines.
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Zenithal et al (2013). Interaction Between Customers and Service Providers.

(http://www.ehow.com)
Zeithaml, H. (2010). Intangible Nature of Services. New York: Plenum Press.
Zeithaml, H. (2016). An empirical investigation into the impact of personality on

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Zeithaml et al (2013). Customer’s Evaluation of a Product or Service. International

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Journal of Contemporary Hospitality Management, 15, pg.178
Online Resources
http://www.ehow.com
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APPENDICES
RESEARCH INSTRUMENT
Part I. Respondent’s Profile.

Age :
____ 25 and below _____ 31 to 35 _____ 41 to 45
____ 26 to 30 _____ 36 to 40 _____ 46 and above
Gender :
____ male _____ female
Educational Background :
____ bachelor’s ______ master’s degree _____doctorate
____ technical/ vocational ______ others______________ (pls. specify)
Job classification :
____ frontline ______ support ______ after- sales
____ others ____________________ (pls. specify)
Length of Service :
____ 1 year and below ______ 2 to 4 years ______ 5 to 7 years
____ 8 to 10 years ______ 11 years and above
Part II. Customer Service Skills Assessment on the Sales Representatives.
S = Strong. This describes the sales representativepossessing the all the

skill or most of the time.
M = Moderate. This describes the sales representative to be possessing the
skill partly or some of the time.
I = Improvement opportunity. This describes the sales representative as
possessing the skill very little or not at all.
N/A = Not applicable to the sales representative at this time.
Customer Focus
The Sales Representative… S M I N/A
1. shows strong commitment to provide our customers with excellent
service.
2. believes that our customers are important to us, our department,
our agency, and the State in general.
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Senior High School
3. feels that we know and understand what excellent customer service
is.
4. has a good understanding of what our customers expect and
require.
5. believes that their job providing customer service is very important,
and they understand why.
6. understands that they are the primary person who will be working
with the customers to solve their problem or answer their
questions.
7. believes that they are members of a team of representatives in their
unit who work together on behalf of our customers.
8. knows that the company has a process in place in the event that
they don’t have an answer or ready solution, and they’ll use it.
9. sees that they are responsible to see that our customers' issues or
problems are addressed whether or not they are the one with the
answer.
10. wants to deal with our customers' issues correctly the first time
they deal with them.
Personal Characteristics
1. has patience with our customers, even when their actions are
difficult to handle.
2. shows respect for our customers and our co-workers.
3. possesses positive attitude and outlook about their job, our

customers, and our agency.
4. acts confident in their abilities to do their job and in their interactions
with our customers and co-workers.
5. manages the stress of their job well, even when things get tough.
6. Shows efficiency in all aspects of their job and handle their time very
well.
7. applies high ethical standards as they fulfiltheir job roles and
functions.
Customer Service Challenges

1. views every customer as a unique individual with a need to fulfil,
problem to solve, or an issue to address.
2. Discovers effectively and try to understand their customer's point
of view.
3. knows how to recognize the signs of emotional communication
(anger, fear, guilt, etc.).
4. knows ways to diffuse a customer's emotional "charge" and move
the interaction to a problem-solving process.
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Senior High School
5. does not add to an emotional interaction by reacting emotionally to
it themselves.
6. knows that some of their customers have difficulty with the issues
or problems they present to them and prepares themselves to
handle the stress associated with tough interactions.
7. focuses on the results they can achieve by solving their customer's
difficult problems and keep these goals firmly in front of them at all
times.
8. does not use judgmental or blaming behaviour when they interact
with customers who are experiencing difficulties.
9. recognizes and knows what to do when they encounter customers
who create difficult circumstances, such as dishonest interactions,
abusive behaviour, and defensive/attacking verbal and nonverbal
communication.
10. recognizes and knows what to do when they encounter customers
who have special needs including the elderly, the disabled,
customers from different cultures, and people who speak English
as a second language or don't speak English at all.

The Problem and Its Background: Dihydrogen Monoxide (H2O) Is One of The Most Basic Needs of Human Survival

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THE PROBLEM AND ITS BACKGROUND

biological existence and processes such as digestion, hydration and even

nowadays, water is severely damaged and polluted due to anthropogenic manner

and fast-paced technological development. With only a percent of potable water

process of removing undesirable chemicals, biological contaminants, suspended

fulfilling the requirements of medical, pharmacological, chemical and industrial

the numerous other varied industrial applications.

used as treatment to wastewater or even a component in filtration set-ups for

making potable water.

Banana peel is a readily available and eco-friendly bio-material. This agricultural

waste is also inexhaustible and non-hazardous, specifically selective for heavy

and have been subjected to bio-methanation and biogas production.

cases of diarrheal disease are attributed to unsafe water and inadequate

preventable through modifications to the environment, including access to safe

water.[1] Simple techniques for treating water at home, such as chlorination,

number of lives each year.[2] Reducing deaths from waterborne diseases is a

major public health goal in developing countries.

Background of the Study

and sedentary civilizations.

transportation of goods and sustenance of people and animals. Throughout the

centuries, as technology developed, people have gradually gained more control of

increased control of water resources, water still continues to dominate the

political, economic, and social structure of all nations.

treatment alternatives have emerged throughout the history of water treatment.

of water filters began more than 4000 years ago.

bacteria, fluoride, excess sediment, sodium, nitrate and by-products of chlorine.

Wells, canals, aqueducts, reservoirs and distribution pipes were built as a

by the Egyptians, Babylonians, Mesopotamians, Persians and Phoenicians

found at many ruins of aqueduct bridges in Rome and throughout Italy.

purification and filtration seemed very dark.

Other water treatment methods included a drinking cup invented by a ninth

century B.C. Spartan lawgiver.

Paxamus proposed that bruised coral or pounded barley, in a bag, be immersed in

for municipal water treatment plants. It cannot be considered independently of

lead solvency in plumbing systems is often 8.0 or higher.

Water treatment plants provide clean, disinfected water to home plumbing

systems, but this water is immediately contaminated from lead as it passes

disinfection could be restricted.

be the complete transformation of water filtration technology from municipal water

Theories are formulated to explain, predict and understand phenomena and in

support a theory of a research study. The theoretical framework introduces and

and important to the problem. It provides definition of relationship between all

them. (Berrett- Koehler 2013)

waters in terms of it pH or (Potential Hydrogen), turbidity and the presence of

harmful microorganism Escherichia coli. Activated charcoal, carbon fibers are

STI- College Global City

following Research Paradigm (Figure 2) which underscores the Input- Process-

Output (IPO) framework.

Figure 2. Research Paradigm

respondents in terms of age, gender, highest educational attainment, job

classification, and length of service.

different materials to cleanse the water.

representative as assessed by two groups of respondents classified as sales

Statement of the Problem

Specifically, the following questions were answered:

1. What is the profile of the two groups of respondents as to:

Is there a significant difference in the water before and after it is exposed to

Does banana peel alter water pH?

1. On the bases of the research problems stated, two hypothesis are

hereby there is no significant difference in the water before and after it

is exposed to water filtration in terms of turbidity, pH and number of the

Scope and Limitations of the Study