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Learning transfer among call center associates : the case of customer care center -- Schneider Electric Philippines, Cavite Economic Zone, Rosario, Cavite / by Richard A. Peñalba.

By:

Peñalba, Richard A [author]

Contributor(s):

Ilagan, Florindo C [adviser]

Material type: Text

TextLanguage: English Publication details: Indang, Cavite : 2016. Cavite State University- Main Campus,Description: xii, 78 pages : illustrations ; 28 cmContent type:

text

Media type:

unmediated

Carrier type:

volume

Subject(s):

DDC classification:

153.1 P37 2016

Online resources:

Click here to view thesis abstract and table of contents

Production credits:

Graduate Studies Open Learning College (GSOLC)

Abstract: 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.

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Holdings ( 1 )
Title notes ( 5 )

Holdings
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

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