Business Process Outsourcing in the Philippines

CHAPTER 1 THE PROBLEM AND ITS SCOPE INTRODUCTION Rationale of the reckon paternal charge onset is a father- standardized treatment but fixs a certain amount of exemption. It is a type of leadinghip style that focuses much on the welf argon of patients but gives a firm conclusiveness for bothone. It is a modification of an autocratic management yet it provides patients feedback. A emblematic paternalistic management come near gives ex execution details as to why in that respect ar certain runs to be taken in managing patients in a certain way.It has been practiced for so numerous an(prenominal) years by many a(prenominal) medical professions. Although, this approach unperturbed figures an opposition, it continued to thrive as an fair approach in pass onings with around difficult patients. Most Philippine campaigners find a business enterprise Process Outsourcing (BPO) connection as a source of income in todays century. The blood line Process Outsourcing (B PO) union hires c on the total place agents in the local bea. The nature of their take a crap is victorious bands from the clients and providing information to the consumers. It is a high paying job with advantageouslyness insurance and benefits. any(prenominal) volume chose this gracious of guide even though it has some disadvantages. forecast amount of money agents en takeed health fusss while working in their designated ara. A clinic interrupt is a privilege in some transmission line Process Outsourcing (BPO) companies. Some consecrate for ve compassable marrow agents use this clinic break when they be not perception wellhead. But some of them abuse this privilege just to avoid taking pick ups or even to avoid going to work. These patients usually complained of macrocosm screwball or any different illnesses just to be excused from their possess work. corporation nurses find it quite difficult in handling this kind of condition in the clinic.As a n urse working in a attach to, one has to do something in making decision for the best absorb of the patient and for the productivity of the follow. A caller-out nurse essential be able to understand the line of work especially in trans exertion with difficult patients. For instance, in a society, some call aggregate agents atomic number 18 just malingering. Malingering is trying to escape from their work and has to use some nitty-gritty for their own personal benefit. A high society nurse must be able to distinguish and find an effective solution to deal with this kind of situation.At times, it is difficult to comprehend the nature of such illness every time a patient complained of being sick. The company nurse has an role to send home call union agents when they are true(a)ly ill. The problem arises when some call sharpen agents pretended they are sick. Thus, a company nurse must assess the patient before the call centre agent leave alone be sent home. The poli ce detective chose to conduct a understand about paternalistic management approach of company nurses in a Business Process Outsourcing (BPO) familiarity. This to determine on how it volition encourage the company nurses in dealing with these patients.The researcher has personal experiences in dealing with malingering patients. The researcher is inquisitive and is free to learn for the betterment of the upbeat of others. Also, the researcher is competent to gather the requisiteed data since she has been working for dickens consecutive years in a Business Process Outsourcing (BPO) company. Furthermore, the researcher believed that it is a good thing to bring home the bacon the ask of everyone regardless if its true or not. A good company nurse is allowing to serve for whatever purpose it depart lead. Malingering is just a tactical method of a patient that is needed to be understood.The need of the patient should be provided since service is the key in nursing. Theoretical priming This study is anchored on the paternalistic management approach of company nurses in Business Process Outsourcing (BPO) play along. Paternalistic management style In a nutshell this management style tells the citizenry what is best for them. This may sound the aforementioned(prenominal) as the autocratic style, but with the Paternalistic style of management, the business leaders are looking for the input of their employees. The business leader pull up stakes crystalize the final decision but not without careful con aspectration of the feedback.This gives the employees the prospect to voice their opinions and ideas. This also allows for more awareness of the employees inevitably, as race alternatively than just plain business (Montana, 2008). Paternalistic management style has the equal high-and-mighty dynamic. It is a bit more warm and fuzzy in its approach. It is like being at home with parents that are involved in every aspect of your life. Higher likelihood t hat employees pull up stakes be make or feel some loyalty found on the worry shown towards them by management (www. universitydissertations. com).Paternalism is the interference of a state or an singular with some other person, against their will, and defended or motivated by a claim that the person interfered with will be better off or protected from harm. The exhaust of paternalism arises with respect to restrictions by the law such as anti-drug legislation, the compulsory corroding of seatbelts, and in medical contexts by the withholding of relevant information concerning a patients condition by physicians. At the supposititious take aim it raises questions of how persons should be do by when they are less than fully rational (Husak, 2003).If one believes that sometimes paternalism is justifiable one may do so for various kinds of theoretical reasons. The broadest is scarcely consequentialist, i. e. more good than harm is produced. A narrower justification is that som etimes the individuals (long-run) liberty is advanced by restricting his autonomy (short-run). So one capability prevent people from taking mind-destroying drugs on the grounds that allowing them to do so destroys their autonomy and preventing them from doing so preserves it. This is essentially Mills argument against allowing people to twitch into slavery.Note that if the scheme of the good associated with a particular consequentialism is broad enough, i. e. , includes autonomy as one of the goods, it asshole be equivalent to the autonomy theory (assuming that the construction of the autonomy view is a maximizing one). A different theoretical origination is (moral) contractualism. On this view if thither are cases of justified paternalism they are justified on the basis that we (all of us) would agree to such interference, given desirable effledge and suitable motivation.So, for instance, it might be argued that since we know we are way out to depression we all would agre e, at least, to short-term anti-suicide interventions, to determine whether we are woe from such a condition, and to attempt to cure it. More generally, we might assume what Feinberg called soft paternalism. This is the view that when we are not acting fully voluntarily it is permissible to intervene to provide information, or to point out defects in our rationality, but that if we then(prenominal) do make a voluntary cream it must be respected.Or we might agree to being forced to apply seat-belts knowing our disposition to discount future benefits for present ones. The justification here is neither consequentialist nor based simply on the preservation of autonomy. Rather either kind of consideration may be taken into account, as well as others, in determining what we would reasonably agree to (Sunstein, 2003). When motorcoachs try to act as father figures to their employees, they are practicing paternalistic management approach. These double-deckers often give attention to their employees social needs to maintain engagement and productivity.Paternalistic management development style also involves decision making without employee consultation. The only difference it has with authoritarian style is that decisions are made considering the employees best interests. Although employees did not have decision making participation, their welfare was considered, thus increasing employee motivation. Most of the time, surveys and investigations are conducted to know how employees will take a certain decision especially when changes are implemented (www. ehow. com). Paternalisticmanagers give more attention to the social needs and views of their workers.Managers are interested in how happy workers feel and in many ways they act as a father figure (pater nitty-gritty father in Latin). They consult employees over issues and listen to their feedback or opinions. The manager will however make the actual decisions (in the best interests of the workers) as they believ e the staff still need direction and in this way it is still somewhat of an autocratic approach. The style is closely linked with Mayos Human Relation view of motivation and also the social needs of Maslow (www. tutor2u. net). However, theres more to influencing than just passing along orders.The grammatical case you found is just as important as the words you utter. And you set an example either good or bad with every action you take and word you speak, on or off duty. By employ your words and example, you must communicate purpose, direction, and motivation to them. Whilst paternalism is be as a kind of system under which an authority undertakes to supply necessities or queer conduct of those under its control in matters of affecting them as individuals as well as in their relationships to authority and to each other.Thus paternalism is to supply needs for those under its protection or command, while leadership is to get things done. Paternalism is say inwards, while leade rship is directed outwards (www. ed-leadership. com). In its paternal aspect, it harkens in the line of a father being firm though has good intentions in the life of ones children and in the business limelight, the employees. The typical paternalistic manager most of the time explains the specific reason as to why he has taken certain actions in management and for his employees (Sullivan, 2005).Two- positionor theory distinguishes in the midst of Motivators(e. g. , challenging work, recognition, responsibility) that give positive satisfaction, arising from intrinsic conditions of the job itself, such as recognition, achievement, or personal growth, and Hygiene factors(e. g. status,job security,salary,fringe benefits, work conditions) that do not give positive satisfaction, though dissatisfaction results from their absence. These are adscititious to the work itself, and include aspects such as company policies, supervisory practices, or wages/salary.Essentially, hygiene factors are needed to ensure an employee is not dissatisfied. demand factors are needed to motivate an employee to high performance. Herzberg also further classify our actions and how and why we do them, for example, if you perform a work related action because youhaveto then that is classed asmovement, but if you perform a work related action because you wantto then that is classed as motivation (www. netmba. com).Health furtherance is defined as behavior motivated by the desire to ontogenesis well-being and actualize human health potential. It is an approach to wellness. On the other hand, health protection or illness prevention is described as behavior motivated desire to actively avoid illness, detect it early, or maintain functioning within the constraints of illness (Kozier, 2004). Health promotion work are essential for improving the health of populations everywhere.It is noted that people of all ages can benefit from the health promotion care, which should be delivered at sites w here people spend much of their time (eg schools and workplaces). Nurses can develop and execute health promoting interventions to individuals, groups, and families in schools, nursing centers, occupational health settings and the community at large. Nurses should work toward empowerment for self care and enhancing the clients capacity for self care by means of training and development (Wills,2007).Business process outsourcing or BPO is one of the fastest suppuration industries worldwide and this is especially true in the Philippines where offshore call center outsourcing services have led the business process outsourcing industry into horrific growth. The Philippines is has proven to be an excellent venue for offshore call center outsourcing services for three important reasons the demesnes low labor costs, presence of reliable technology and availability of college graduates who posses high level of slope and IT skills. make centers in the Philippines operate 24 hours a day , 7 days a week. They handle inbound and outbound calls and are able to offer trilingual offshore call center outsourcing services in different field of business to include customer care, marketing, sales, technical support, among others. Offshore call center outsourcing services in the Philippines cater to various industries such as retail, financial services, technology, travel and hospitality and telecommunications, among others (www. piton-global. com).TheFilipino call center industry has helped the country move up the ladders of technological advancement and living standards, leaving its broncobuster developing countries behind. In the rat race of development, the arrival of the Filipino call center has made such an impact to the once laid-back, culturally torn, and politically chaotic nation. It is therefore right to say that the Filipino call center and BPO industry is a breakthrough for Philippine society and a leniency to its people. What basically makes the industry a breakthrough is its ability to address un conflict in significant percentages.Although it is true that several disturbances occur, the number of hired Filipino call center workers, along with the growing number of call centers that are intromission mass recruitment campaigns, are big enough to overshadow turnover incidences. The Filipino call center and BPO industry has been the undisputed number 1 employer for years now and, in view of its current position as the leading BPO hub in the world, it will continue to do so for many years to come. That in itself will make Filipino call center agents proud to be part of this breakthrough undertaking.As for being blessed, anyone who has worked in the Filipino call center industry and stayed there longer would attest to that. legion(predicate) in the Filipino call center labor force are very grateful that their work is able to pay their monthly bills, send their children to school, or support their families living somewhere in the provin ces. Work in Filipino call centers is also a favorable set up for the young and dynamic, who can keep up with the latest gigs as well as maintain their upbeat lifestyle.One of the problems faced by the Filipino call center industry is the fast turnover of its agents. At a distance, this seems like an uncontrollable problem. The real deal is that attrition in the industry can be prevented, if not solved. What management has to do is to assess the important fact surrounding the Filipino call center workforce majority of them are young. The youth has a set of common traits that make them prone to employment dilemmas. Being young is always accompanied by a perceive of dynamism and adventure.Working in a Filipino call center company may frustrate them in the long run. For one thing, Filipino call center agents just stay in one place for the whole of eight hours. The routinary tasks of reading scripts daily, updating call leads, and filling information in the call log, and other repetiti ve speech and duties make young people working for Filipino call centers feel as if their life is being compromised. Thus, they would once more search for jobs that will afford them utmost freedom or at least provide them with enough motivation to work.Furthermore, there is a growing trend of materialism among them because the industry they belong to pays higher than the rest even the government for that matter. Most Filipino call center firms are also situated at highly commercialized areas or economic zones, through which famous restaurants and coffee shops, top brands, and dusk-til-dawn bars work their trade. One of the challenges of employers is to divert the attention of these young workers from such a mundane culture and bring back their purpose-driven and career-oriented idealism (www. filipinocallcenter. om). The above theories and literature served as the backbone of this study and this will serve as a basis for conducting a study to determine the paternalistic managemen t approach of company nurses in a Business Process Outsourcing (BPO) company. THE PROBLEM Statement of the chore This study will determine paternalistic management approach of company nurses in a Business Process Outsourcing (BPO) company. Specifically, this study will assay resolvents to the following inquiries 1. What is the background characteristics of the respondents in terms of 2. age 2. 2 sexual urge 2. 3 civil status 2. 4 years of formal education? 2. What is the level of knowledge of the respondents on Paternalistic improvement of Management? 3. What is the level of Paternalistic get lend oneselfs of the respondents? 4. Is there a significant relationship among the following 5. 5 pen and train of Knowledge 5. 6 Profile and aim of pull 5. 7 Level of Knowledge and Level of Practice? 5. How has the Paternalistic approach influenced the working relationship betwixt the respondents and the call center agents? 6.How has the call-center agents responded to the Patern alistic Approach of the respondents? Statement of the Null Hypothesis Ho1. There is no significant relationship between the following 1. 1 Profile and Level of Knowledge 1. 2 Profile and Level of Practice 1. 3 Level of Knowledge and Level of Practice. Significance of the Study Paternalistic management approach can be a great help in terms of dealing in a difficult situation. Thus, a nurse must be able to comprehend the needs of every patient see the clinic. The result of the study would benefit the followingThe Company Nurses. They will find some methods or approaches in treating and caring for their patients. They will also be able to facilitate on improving some of the clinic policies regarding health issues of their patients. The Call Center Agents/Workers. This study will be able for them to appreciate the grandeur of health and its benefits when given proper treatment and proper evaluation. The Team leadership of each Operation. They will give awareness in dealing with their agents who oftentimes visited the clinic The Administrators of Business Process Outsourcing (BPO) Company.They will find ways and means to cater the needs of their employees regarding health issues and health problems. The enquiryer. Through this study the researcher will be able to give some insights about health management and approaches. Future Researchers. This study will serve as future honorable mention for further research study in the future. RESEARCH METHODOLOGY Research Design This study will utilize the descriptive-correlational survey method victimization qualitative and quantitative approaches to determine the paternalistic management approach of company nurses in a Business Process Outsourcing company.Research Environment This study will be conducted at Wipro BPO Phils. , located at Cebu Business Park in Cebu City and headed by its country head Mr. Gupta Romit (an Indian citizen). Mr. Rex Bispo is the senior manager of Wipro BPO Phils. Branch of Cebu. Since there ar e Wipro companies situated all over the world. The company started its operation in January 2008 with 400-500 employees at that time. The company occupied the ground floor, 9th floor, tenth floor, 11th floor and 12th floor in the building. The clinic is located at the 11th floor and is manned by a registered nurse.The clinic schedule is 24/7, from Monday to Sunday and it is even open during holidays. The employees ask some over the counter medicines in the clinic to aid their condition. Since they are allowed to have an hour rest for the day, they will have to ask permission from their team leaders or supervisors to do so. Now, there are 700-1000 employees working at Wipro BPO Phils. And even have another branch in Manila which started their operation on 2010. Research Respondents This study included 3 company nurses as key informants.They will answer the segment I-IV of the questionnaire. There will be 8 selective call-center agents as the respondents for the bug out V of the res earch tool. This study used a public sampling in gathering data. Research Instrument The study will use a researcher-made questionnaire to be used as an interview guide. The questionnaire will be divided into 5 different sets. The Part I is the profile of the key informants. The Part II is for the Level of Knowledge with its parameter limit. The Part III is the Level of Practice with its parameter limit.The Part IV is based on the Influenced of paternalistic management approach utilize qualitative questions. The Part V is the response of the Call Center agents regarding the paternalistic management approach using qualitative questions. Research Procedures Data Gathering The researcher will make transmittal earn in allowing a research study. These letters of requests are for asking permission to conduct a survey. Pre-testing will be done. After the pre-testing, the questionnaire will be then revised to fit for the actual study.The questionnaire included important queries to relat e to the study of Paternalistic Management Approach of Company Nurses in Business Process Outsourcing Company. The questionnaire will be then distributed to company nurses and selective call center agents. Each respondent will be given 20-25 minutes to answer the researcher-made questionnaire. The researcher will be visiting everyday for data gathering. After the retrieval of the questionnaire, it will be tallied, tabulated, analyzed and then interpreted as based on the pull together data. Data AnalysisTo get the result of demographic profile of the company nurses, truthful Percentage will be used. To determine the responses rating of company nurses in the Level of Knowledge and the Level of Practice, Weighted Mean will be used. It will be then categorized and given weight using a Likerts Four Point Rating Scale The appoint equivalent weights of the responses will be Level of KnowledgeLevel of Practice 4= actually Important4= Often 3= Important3= sometimes 2= peanut2= Seldom 1= very Unimportant1= never The parameter of every response category will be defined through these limits Level of KnowledgeLower Limit Upper Limit solvent Category comment 3. 26 4. 00 Very Important Very inviolable 2. 51 3. 25 Important Good 1. 76 2. 50 Unimportant Fair 1. 00 1. 75 Very Unimportant Poor level of Practice Lower Limit Upper Limit Response Category Interpretation 3. 26 4. 00 Often Very Good 2. 51 3. 25 Sometimes Good 1. 76 2. 50 Seldom Fair 1. 00 1. 75 Never Poor The Chi-Square will be utilized to determine the relationship between the Profile and Level of Knowledge, and Profile and Level of Practice.To determine the relationship between the Level of Knowledge and Level of Practice of company nurses, the Pearson-r will be used. The Thematic Content Analysis will be utilized to get the result of the responses of Part IV and Part V of the research tool. DEFINITON OF name For a clear ground of the thesis, the following terms are defined operationally. Background Chara cteristics-is the description of the key informants who are being studied. It is use to identify age, gender, civil status and years of formal education.Call Center Agents means people that are hired in a Business Process Outsourcing (BPO) company. Their opinions and views are being studied regarding the Paternalistic Management Approach. Company Nurses-emphasizes the key informants of this study. They are registered nurses working in a Business Process Outsourcing (BPO) company. Influence refers to the conclusion of Paternalistic Management Approach between the working relationship of Company Nurses and the Call Center Agents. Knowledge on Paternalistic Approach- implies on the understanding of Paternalistic Management Approach.Level of Knowledge- means the score of understanding about Paternalistic Management Approach of Company Nurses working in a Business Process Outsourcing (BPO). Having variables of very important, important, unimportant, and very unimportant. Level of Pate rnalistic Approach Practice- refers to the degree of a repeated action of Paternalistic Management Approach of Company Nurses working in a Business Process Outsourcing (BPO) company. Paternalistic Approach- means a father-figure kind of a method which has a softer side when company nurses are dealing with patients who are working in a Business Process Outsourcing (BPO) company.Paternalistic Approach Practice- implies on the repeated action of the Company Nurses using Paternalistic Management Approach in a Business Process Outsourcing (BPO) company. Respondents- are the key informants of this study. The Company nurses are the one who are being studied. Response-refers to the reaction of the Call Center Agents regarding the Paternalistic Management Approach as practiced by Company Nurses in a Business Process Outsourcing (BPO) company.