Chapter 2

Theoretical
Framework
 Keyword

QUALITY COACHING OUTCOME- PERFORMANCE CALL CENTER

ASSURANCE BASED MANAGEMENT
EDUCATION
(OBE)
MODERN STANDARDS FOR
MANAGING CONTACT CENTER
QUALITY(ICMI.COM (2017))
CHALLENGES TO EFFECTIVE
QUALITY MANAGEMENT
• Highly manual processes
• Lack of dedicated resources
• Inconsistent application of quality
management across all channels
• QA teams' goals do not align with
the company’s goals
• Outdated standards
 Impact Total
JOHN MICHAEL, 2018
Quality Assurance
Implementation
Theory
 Management Practice
IMPACT
QUALITY
ASSURANCE
Staff Performances
 KAGAARI ET AL (2010)

MANAGED
EMPLOYEE ATTITUDES PERFORMANCE
SADIKOGLU AND BULGER (2014)

Employee Involvements

Awareness and Commitment of the employees

Inappropriate firm structure

Lack of Resources
Quality Assurance
Performance
Harvey (2006) and Shams (2017)
An Outcome-Based
Education (OBE)
Theory, 2014
Definition of OBE
(Tucker, 2004)
Is the process that involves the
restructuring the curriculum,
assessment, and reporting practices
in education to reflect the
achievement of high order learning
and mastery rather than the
accumulation of course credits
 An Outcome-based Education (OBE):
Approach & Typology-based
RONALD
quality assurance (QA) System: A
PASTRANA AND Proposed Framework and Transition
ALICIA MANABAT Strategy for the Philippine Education
(2014)
Institution’s (HEI) Shift Towards
International Standards
QUESTION:

How can Philippine Higher Education

Institutions (HEIs) shift towards an
Outcomes-Based Education (OBE)
approach and typology-based Quality
Assurance (QA) System that would meet
international standards?
 Answer

Craft a Ten-year transition strategy (AY 2012-2022) for

Philippine HEIs to become compliant to international accords

Design a framework for an Outcomes-based Education (OBE)

approach and typology-based Quality Assurance (QA) system
for HEIs.
 Summary

Acting in response to actual Organizations are exploring ways

Improving outcomes for employees
performance at an individual, to effectively improve performance
or agents
team, service. levels of employees

Coaching is a management
A good coach depends on being This fact makes the combination of
technique currently being used by
able to help the client achieve set monitoring and evaluation such a
some organizations to develop
goals and outcomes during the powerful tool for offering high-
people and achieve the desired
coaching process quality coaching
results in performance