ORGANIZATIONAL DEVELOPMENT

APPLYING INNOVATIONS

I. OBJECTIVES

1. Define organizational development, its role within human resources, and

its contribution to the bottom line.
- Organization development is the process of improving the performance, effectiveness,
and efficiency of an organization. It involves analyzing the current structure and culture of an
organization, identifying areas for improvement, and implementing strategies to address the
issues. Human resources plays a key role in organizational development by providing support,
guidance, and resources to help organizations reach their goals. The contributions of
organizational development to the bottomline include increased customer satisfaction, improved
employee performance, increased employee engagement, and improved financial performance.

2. Illustrate the four phases of organizational development.

Diagnosis:
Understand the current state of the organization, identify issues, and determine
the need for change.

Action Planning:
Develop a comprehensive plan for addressing the identified issues and achieving
desired changes.

Intervention:
Implement the planned changes and interventions within the organization.

Evaluation:
Objective: Assess the impact and effectiveness of the interventions and the
overall change process.

3. Discuss the importance of organizational development.

- Organizational development is essential for businesses in order to remain competitive

in their industry. It helps to ensure that the company is up-to-date with the latest trends,
technologies, and strategies and that employees are properly trained and motivated. It also
helps to create an environment of open communication and collaboration, so that employees
can work together more effectively.

4. Evaluate the best practices of organizational development in various institutions.

- Organizations should evaluate their practices regularly to ensure that they are up-to-
date with the latest trends and technologies. They should review their organizational structures,
their policies and procedures, and their communication strategies to ensure that they are
supporting their goals and objectives. Additionally, organizations should evaluate their training
and development programs to ensure that they are providing their employees with the
necessary skills and knowledge to succeed.
 Business Case: Modernization of Palawan Pawnshop's Remittance Services
Executive Summary:
Company Name: Palawan Pawnshop
Proposed Project: Modernization of Palawan Pawnshop's Remittance Services Tru
“Launching of Palawan Pay App”
Date: October 21, 2023
Prepared By: Charmaine D. Samson
Background:
Palawan Pawnshop is a leading pawnshop and financial services provider in the
Philippines. The company offers various services, including pawning, money remittance, and bill
payment. The remittance sector is highly competitive, with evolving customer expectations and
technological advancements in the industry. To remain competitive and meet the changing
needs of its customers, Palawan Pawnshop launched a mobile app called “PalawanPay” for its
remittance services.
Objective:
The primary objective of this business case is to justify the modernization and launching
of PalawanPay for e-remittance services. This project will involve the adoption of advanced
technology, improved customer experience, and expanded service offerings.
Market Analysis:
Market Research: Analysis of the remittance market in the Philippines reveals a growing
demand for digital and mobile-based remittance services. The competition is fierce, with new
players entering the market.
Customer Trends: A significant number of customers prefer convenient and digital options for
sending and receiving money.
Feasibility Study:
Financial Analysis: A detailed financial analysis has been conducted, including investment
requirements, potential returns, and the cost savings associated with modernization. The
analysis indicates a favorable return on investment.
Technology Assessment: The company has identified and assessed advanced remittance
technologies and solutions that can be adopted to improve efficiency and customer experience.
Modernization Strategy:
Technology Upgrade: Implementation of a mobile app “PalawanPay” and an online platform for
customers to send and receive money conveniently.
Expanded Service Offerings: Introduction of additional financial services, such as mobile
wallet top-ups and bill payments, through the same platform compete other E-wallet services.
Risk Assessment:
Technological Risks: Potential challenges in integrating and adopting new technologies have
been identified and will be addressed during the launching and implementing phase.
Competitive Risk: Strategies to compete effectively with other remittance providers offering
digital services have been developed.
Conclusion:
The modernization of Palawan Pawnshop's remittance services is a strategic move to adapt to
the evolving financial services landscape in the Philippines. The financial feasibility, customer
preferences, and technological readiness support this modernization effort. By implementing the
proposed strategy and risk mitigation measures, the company aims to enhance customer
satisfaction and remain competitive in the remittance industry.
Recommendation:
I recommend that Palawan Pawnshop with the modernization project outlined in this business
case. This project should be executed in phases, with a focus on delivering an enhanced
customer experience and expanding the range of services offered.
 II. ACTIVITY
EXPERIENTIAL EXERCISES
1. What questions would you like to ask the client?
- When did the decline in employee morale and customer service become noticeable,
and were there any specific incidents or triggers for this decline?
- Can you provide data or evidence regarding the impact on absenteeism, turnover,
and the hospital's financial performance?
- Have there been any recent initiatives or changes in the organization apart from the
annual refresher course?
- Are there allocated financial resources to address this issue?
2. What data would you want to collect?
- Employee satisfaction surveys to understand their perspectives on the decline in
morale and customer service.
- Absenteeism and turnover data to quantify the extent of the problem.
- Patient feedback and exit surveys to gauge the impact of employee morale on
customer service.
- Financial data related to the hospital's performance over the past few years to
assess the impact on the bottom line.
- Records of the content and effectiveness of the annual refresher course.
- Data on workloads and burnout, including workload distribution, overtime, and
workload compared to industry standards.
3. With the analysis in mind, what interventions would you recommend? Come up with
two options.
Option 1: Comprehensive Employee Engagement Program
 Conduct thorough employee surveys to pinpoint the root causes of low morale and
poor customer service.
 Set up regular feedback channels and forums for employees to share their ideas and
concerns.
 Design customized training and workshops targeting identified issues such as
communication, teamwork, and stress management.
 Introduce regular team-building activities to foster a positive workplace culture.
 Establish mentorship and peer support programs to assist employees in managing
stress and burnout.
 Continuously monitor progress through ongoing surveys and feedback systems,
adapting interventions as needed.
Option 2: Restructure the Refresher Course
 Extend the annual refresher course for more employee interaction, questions, and
discussion.
 Add a feedback system for employees to share insights and concerns.
 Include real-life case studies to align values and mission.
 Provide managers with extra training and support resources.
  Evaluate course effectiveness through post-course assessments and ongoing participant
feedback.
4. How would you close the meeting with the client?

 I would conclude the meeting by summarizing the key points discussed during the
conversation, including the client's concerns, the data that needs to be collected, and the
two proposed intervention options.
 I would express my commitment to work with the CEO and the organization to address
the issue and improve employee morale and customer service.
 I would outline the next steps, which would involve collecting the necessary data,
conducting a thorough analysis, and developing a detailed plan of action based on the
chosen intervention option.
 I would assure the CEO that my team and I are dedicated to helping Argosy Medical
Center overcome these challenges and achieve its mission of providing quality
healthcare services.