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Binalonan, Pangasinan

A Case Study of
BILLis Bayad Center

Submitted by:

GROUP IX (Name of the

group)
L.

Submitted to:

Mr. LEONIDES L. GAVINA

Instructor

April 21, 2024

I. VIEWPOINT

The viewpoint of the proponents is as regards how the external factors affect

BILLis Bayad Center’s transactions. BILLis Bayad Center is a payment service business

that provides ease and convenience to the customers when it comes to paying bills. This

case analysis is written to help the management of the business to have a better solution if

a problem with an external factor arises that will help them improve the flow of their

transactions.

II. TIME CONTEXT

The business started selling services this month, and the problem arises after a

week of starting. The obstacle that BILLis Bayad Center is facing started on May 18,

2022, until the present times. In addition, the problems are expected to be solved before

the Month of May 2022 ends.

III. PROBLEM STATEMENT

The main problem with the management of BILLis Bayad Center is the delayed

or unsuccessful payments wherein the connection was weak/lost which may lead to

several more problems. There are some instances where unexpected connection loss

occurs, resulting in customers losing patience with waiting.

IV. STATEMENT OF THE OBJECTIVE

If a transaction fails, BILLis Bayad Center should immediately inform or notify

their customers respectfully, allowing them to make their customers understand that these

types of events are unavoidable, especially if the operation is performed through the

internet. In order to avoid misunderstandings and properly resolve the problems.

Additionally, to avoid further issues caused by a lost connection, the BILLis Bayad

Center should set up a backup data connection. If the Wi-Fi connection fails, this will be

used as a backup so that the staff can continue the transactions smoothly.
 Furthermore, BILLis Bayad Center should invest in a faster internet telecom to

ensure that the connection is stable before paying customers' bills.

V. AREAS OF CONSIDERATION (SWOT ANALYSIS)

STRENGTHS

 Availability of services regardless of time

 Has a vision and mission

 Provides ease and convenience

 Speed of service

 Good at customer service

 Strong ethical values

 Cost per Transaction

WEAKNESSES

 New in the market

 Exposure to Fraudulent Activities

 Depends on the Internet Connection

 Financials

OPPORTUNITIES

 Improvement in effectiveness and efficiency

 Openings to explore emerging new technologies

THREATS

 Highly competitive market

 Low internet connectivity

 Malware/cyber attacks
VI. ASSUMPTIONS

VII. ALTERNATIVE COURSES OF ACTIONS (ACAs)

ACA no. 1 - BILLis Bayad Center should immediately inform or notify their customers

respectfully, allowing them to make their customers understand that these types of events

are unavoidable, especially if the operation is performed through the internet.

ACA no. 2 - BILLis Bayad Center should prepare a backup data connection. It will be

used as an alternative if the Wi-Fi connection fails, this will be used as a backup so that

the staff can continue the transactions smoothly.

ACA no. 3 - BILLis Bayad Center should invest in a faster internet telecom to ensure

that the connection is stable before paying customers' bills.

VIII. ANALYSIS OF THE ACAs

ACA no. 1 (Notifying the Customers)

Advantages/Pros:

 Customers will be aware of any issues that arise during the transaction.

 Increased workplace transparency

 It will foster a good rapport between customers and employees.

 It provides the customer with thoughtful reminders about the transactions

Disadvantages/Cons:

 Customers may move to another bayad center when they find out that there is a

problem with the connection.

ACA no. 2 (Backup Connection)

Advantages/Pros:

 Eliminate interruptions, the services will continue the transactions smoothly if

there is backup data.

  Lessen stress, backup data is crucial especially if the customers are in hurry to pay

their bills, and having loss of internet will give stress to the staff.

 Having a consistent internet connection will give satisfaction to customers, also it

can help the employees respond to customers' inquiries.

Disadvantages/Cons:

 It will be hard to find a strong and stable signal in case of the backup data

connection lost occurs

 The business will need to budget for a certain amount of money to be allotted for

having a backup internet connection since purchasing a mobile internet

connection is expensive.

ACA no. 3 (Invest in a faster internet telecom)

Advantages/Pros:

 Staff will be more assured as a result of the faster internet connection.

 Customers will undoubtedly trust the services since the connection is more

stable.

 It will speed up the system's ability to transact and respond to customer inquiries

online.

Disadvantages/Cons:

 A company's internet expenses will increase.

 the company's revenue will be reduced

 The amount allotted by the company for internet expenses will higher.

IX. CONCLUSION

Based on the facts of the case and the decision matrix below, the best alternative

course of action will be the first one. This will solve the problem of the BILLis Bayad

Center management.

The management can deal with the issue when it occurs.

Decision Criteria

Table 1 shows the alternative courses of action, different criteria, criteria weight,

and its total to determine the best action that will solve the issue.

Table 1

Decision Matrix

Ease of Probability Relative

Total
ACA Implementation of Success Resistance
25% Weights
50% 25%
1. First, BILLis Bayad
Center should
immediately inform or 50% 25% 25% 100%
notify their customers
respectfully.
2. Second, BILLis Bayad
Center should prepare a
backup data connection
40% 20% 20% 80%
so that the staff can
continue the
transactions smoothly.
3. Lastly, BILLis Bayad
Center should invest in
a faster internet telecom
to ensure that the
40% 20% 25% 85%
connection is stable
before paying
customers’ bills.

X. ACTION PLAN

Considering the unsuccessful and delayed payments due to the weak/lost internet

connection of the company, it is suggested to immediately inform/notify the customers of

BILLis Bayad Center to avoid further issues. With this, the customers will be aware of

any issues that arise during the transaction. This will also improve and will foster a good

rapport between the customers and staff. Moreover, this suggestion will also increase

work transparency. There might be an increase in trust between the customers and the

business for being transparent, and accountable.

1. WHAT activities to undertake?

 Informing/notifying the customers respectfully, allowing them to make their

customers understand that these types of events are unavoidable, in order to avoid

misunderstandings and properly resolve the problems.

2. WHO (persons/groups) will perform the specific activities?

The staff in charge of the transaction.

3. WHEN (time frame) will be the start and completion of the activities?

The timeframe of this act should be done when there is an unsuccessful payment.

The staff can start informing the customers if an issue regarding unsuccessful payment

arises.

4. HOW MUCH (cost/budget) is allotted to implement the activities of the

action plan.

The Alternative Course of Action does not need to allot money in order to

implement it. It only needs the management to notify the customers regarding the issue to

avoid further issues and misunderstandings.

XI. IMPLEMENTATION & CONTROL

To resolve the issue, the management needs to notify its customers so that the

customers will understand that these types of events are unavoidable. The chosen

Alternative Course of Action will help the entire company to build trust among the

customer.

BILLis Bayad Center needs and will depend on a stable internet connection to be

able to give service to the customers. Through thorough analysis, the management should

notify their customers and inform them that these types of events are unavoidable, to

avoid further issues and misunderstandings among the business and customers. This will

result in increased work transparency and may foster a good rapport between the

customer and the employees of BILLis Bayad Center. Furthermore, further issues will be

avoided.