Customer management control system of Pioneer Insurance Company / by Darlene C. Magpantay.
Material type:
TextLanguage: English Publication details: Indang, Cavite : Cavite State University-Main Campus, 2014.Description: x, 83 pages : illustrations ; 28 cmContent type: - text
- unmediated
- volume
- 658.812 M27 2014
- College of Economics, Management, and Development Studies (CEMDS)
| Item type | Current library | Collection | Call number | Materials specified | URL | Status | Notes | Date due | Barcode |
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Theses / Manuscripts
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Ladislao N. Diwa Memorial Library Theses Section | Non-fiction | 658.812 M27 2014 (Browse shelf(Opens below)) | Link to resource | Room use only | CS-473 | 00009746 |
Case Study (BS Business Management--Operation Management) Cavite State University
Includes bibliographical references.
College of Economics, Management, and Development Studies (CEMDS)
MAGPANTAY, DARLENE C., The Customer Management Control System of Pioneer Insurance Company. Undergraduate Case Study. Bachelor of Science in Business Management major in Operations Management. Cavite State University, Indang, Cavite. April 2014. Adviser: Engr. Gilberto S. David.
The case study was conducted at Pioneer Insurance Company at Pioneer House Makati, 108 Paseo de Roxas, Legaspi Village, Makati City. The study aimed to determine the Customer Management control system of Pioneer Insurance Company. Specifically, it aimed to determine the customer profile based on the database software of the firm; to identify the resources used by the firm such as equipment and software needed in the customer management; to identify types of storage of the data collected and the outputs that have been processed; to determine and evaluate the performance of the customer management control system of Pioneer Insurance Company such as Customer Service Approach, Customer Service Standard and Customer Service Procedure; and lastly to identify problems encountered by the firm in customer management and recommend solutions to problems identified.
Data and information were gathered from the manuals, brochures, observation of the proponent, and interview to the authorized personnel of the firm. Other information were collected from firm's website, and files of the company. Reading materials, online resources and other related articles and paper works from the company were also collected. Application form was used to know the customer profile and to access if the customer was insurable or not. According to the customer profile most of the customers are female, married, having an age between thirty to fifty years old, have one to three kids. Also most customers are educated, have work, having an income of P60,000 and above.
Different equipment and software were used in managing customers. These were computer, printer, photocopying machine, telephones, CD player, LCD projector and prepared CD presentations were the equipment needed. The information/data received from customers were stored using the eLife system. eLife is also used in customer service to monitor Turn-Around-Time (TAT). Pioneer approach their customers like a royalty. The backroom staff will always. welcome the customer with enthusiastic greeting and extend the highest quality of service possible. Pioneer followed standards using turn-around-time (TAT). In every transaction, there were turn-around-time (TAT) standard that has to be complied by the backroom staff to satisfy the customer. Customer Service Procedure were as follows: customer data, data of the problem, classify customer problem, customer problem solutions, and quality assurance.
Submitted to the University Library 08/04/2020 CS-473