The Level Of Satisfaction In Terms Of

Services As Perceived By The Employees

And Clients
by:Balingit, Jaschieka May
Escanilla, Allysa Marie
Vendiola, Karla Marie
Case study outline:
VIEW POINT
TIME CONTEXT
BODY:
- Background of the Study
- Statement of the Problem

- Areas of Consideration

- Alternative Courses of Action

- Analysis

- Conclusion

- Recommendation

- Timeline

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1
View point
person who is a decision maker or who is capable of recommending a solution as mentioned in
the case or any consultant hired to recommend a solution.
✗ In our own perspective, Employees satisfaction leads to
customers’ satisfaction but customers’ satisfaction cannot affect
employees satisfaction. Employees satisfaction include treating
employees with respect, providing regular employee recognition,
empowering employees, offering above industry-average benefits
and compensation, providing employee perks and company
activities and positive management within a success framework
of goals. Employees satisfaction affecting the level of job
satisfaction are; working environment, fair policies and practices.
While customers satisfaction measurement that determines how
happy customers are with a company's products, services, and
capabilities. Customer satisfaction information including surveys
and ratings can help a company determine how to best improve
or changes its products and services.

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Time
concept
✗ The following case study was
made by the students of
National College of Science
and Technology in 2018 in
fulfillment of requirements for
the subject Inquiries,
Investigation and immersion.

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Back ground of the study

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Background of the study
✗ One of the key factors for any organizations success is the
employees. No organization can succeed without a certain level
of commitment and effort from its employees. Organizations
always attempt to satisfy its employees to gain their
commitment and loyalty. Job satisfaction might be one of the
most desirable outcomes that employees would like to obtain.
Employee satisfaction is important in a company because it is
what productivity depends on. If your employees are satisfied
they would produce superior quality performance in time to time
and it will lead the company's profits higher. Satisfied employees
are also creative and innovative that will change the company's
condition positively.

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4
Statement of the problem
Statement of the problem
✗ What is the ✗ What will be ✗ What is the
importance of the impact of effect of
satisfaction of satisfaction of satisfaction in
the the terms of
employees employees services?
and clients? and clients?

The purpose of this study is to identify the level of satisfaction in terms

of services as perceived by the employees and clients. It aims to answer
the following questions:
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Areas of consideration
SWOT ANALYSIS

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 Swot analysis
Strengths Weaknesses Opportunities Threats
✗ Focuses on customer’s ✗ Lacks in providing ✗ Training should be ✗ More company now
satisfaction own employee provided for the provides a healthy
✗ Provides quality satisfaction company to made a environment for
product ✗ Employee lacks of healthy environment employee and cares
training for customer for the employee and for them also.
service for them to also be ✗ expensive new
✗ lack of strategic motivated to apply marketing campaigns
planning what they’ve learn for new markets
✗ self-criticism ✗ utilizing skills in competition in your
different ways fields

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6
Alternative courses of action
 ACA 1
Training and development

ACA 2
Employee recognition and benefits

ACA 3
Employment Policies

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 analysis
ACA ADVANTAGES AND DISADVANTAGES

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ACA 1:Training and development
Advantages: Disadvantages:
✗ Builds every employee relation ✗ Cause a lot of money
that will lead to healthy work ✗ Training may take a long time
environment
✗ Builds a healthy relationship
for the employer and employee
also
✗ With healthy work
environment comes employees
motivation to do well

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ACA 2:Employee recognition and benefits
Advantages: Disadvantages:
✗ Employees will have an ✗ Employees will see each
additional motivation to work other’s move while at work
hard and to make the that may cause competition
customers satisfied

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ACA 3:EMPLOYMENT POLICIES
Advantages:
✗ Healthy workplace and well
processing employees
✗ Well motivated employees
✗ Will gain trust between
employer and employees
Disadvantages:
✗ Employees may not obey and
misinterpret the policies
✗ Employees may cross the line
to their employers
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8
conclusion
conclusion

ACA 1 ACA 2 aca 3

By providing Training Its is not a big lose if an Implementing
and Development employer would give employment policies
employees would not reward to his/her serves as the limit of
just make fun but also employee because every employees. It will
build a relationship that they’re the one giving big serve as the do’s and
would only lead to impact to companies. don’ts in the workplace.
friendly competition. Giving rewards make By continuously
Unity would also be seen employees feel special reminding these policies
as a development that that would lead to employees will have to
will lead to quality motivation. be professional towards
service everyone

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9
Recommendation
✗ In our own perspective, Employees satisfaction leads to
customers’ satisfaction but customers’ satisfaction cannot affect
employees satisfaction. Employees satisfaction include treating
employees with respect, providing regular employee recognition,
empowering employees, offering above industry-average benefits
and compensation, providing employee perks and company
activities and positive management within a success framework
of goals. Employees satisfaction affecting the level of job
satisfaction are; working environment, fair policies and practices.
While customers satisfaction measurement that determines how
happy customers are with a company's products, services, and
capabilities. Customer satisfaction information including surveys
and ratings can help a company determine how to best improve
or changes its products and services.

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timeline

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TIMELINE
Activity Person Responsible Time Frame

Training and Human Resources

Every Month
Development Department or Operations

Employee recognition and Hiring manager, Employer,

Immediately
benefits DOLE

Department Managers,
Employment Policies Immediately
DOLE

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Thanks!

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