Learning transfer among call center associates : the case of customer care center -- Schneider Electric Philippines, Cavite Economic Zone, Rosario, Cavite / by Richard A. Peñalba.
Material type: TextLanguage: English Publication details: Indang, Cavite : 2016. Cavite State University- Main Campus,Description: xii, 78 pages : illustrations ; 28 cmContent type:- text
- unmediated
- volume
- 153.1 P37 2016
- Graduate Studies Open Learning College (GSOLC)
Item type | Current library | Collection | Call number | Materials specified | URL | Status | Notes | Date due | Barcode |
---|---|---|---|---|---|---|---|---|---|
Theses / Manuscripts | Ladislao N. Diwa Memorial Library Theses Section | Non-fiction | 153.1 P37 2016 (Browse shelf(Opens below)) | Link to resource | Room use only | T-6123 | 00009914 |
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Thesis (Master of Management--Human Resource Management) Cavite State University
Includes bibliographical references.
Graduate Studies Open Learning College (GSOLC)
PENALBA, RICHARD A. Learning Transfer of call Center Associates: The case of Customer Care Center - Schneider Electric Philippines, Cavite Economic Zone, Rosario, Cavite. Case Study Manuscript. Master of Management. Cavite State University, Indang, Cavite. December 2016. Adviser: Florindo C. Ilagan, PhD.
In this day and age where call centers and Business Process Outsourcing (BPO) companies are on high demands of talents, learning transfer plays a significant role towards the attainment of Human Resource and Learning and Development goals. The study aimed to determine and assess the status of learning transfer of Customer Care Center Associates of Schneider Electric Philippines East Asia Accounts. Sixty-nine associates participated in the study and the data used in the assessment were collected through the use of Learning Transfer System inventory (LTSI), and an interview with the management team of the company. Macro-environmental and SWOT analyses were also employed.
Results of the analysis {bund that the learning transfer rate was very high. Motivation to Transfer, and Transfer Effort and Performance were the top potent factors while absence of Negative Personal Outcomes was identified as barrier for effective learning transfer.
Contributors to positive learning transfer like providing different and continuous support and coaching were helpful to the associates to keep them motivated in applying the learnings to their job. Furthermore, organizations' effort to clearly define the negative consequences for not employing the training, and consideration of outside forces were also important aspects towards the achievement of successful learning transfer.
Submitted copy to the University Library. 01/23/2017 T-6123