Professional Regulation Commission Offsite Service Centers: Its Impact to the Service Delivery Performance on the Filipino Professionals

Abstract

This research focused on the level of Implementation of PRC Offsite Service Centers based on the McKinsey 7S Framework (Strategy, Structure, Systems, Shared Values, Style, Staff, and Skills), and its relationship to the service delivery performance among the Filipino professionals. Based on the study, the level of implementation on the elements of Strategy, Shared Values, Style and Skills got an "implemented" status while the Structure, Systems, and Staff got a "moderately implemented" status. Also, the assessment on the impact of the level of implementation among the Filipino professionals resulted in a "moderately agree" status in terms of Staff Behavior, Convenient and Efficient Service Rendered, and Office Facilities. Moreover, it was also found out that there is no relationship between the level of implementation of Offsite Service Centers and service delivery performance. Lastly, on the aspect of significant difference in the level of implementation of Offsite Service Centers in Metro Manila and provinces, it was found out that there is a significant difference in the level of implementation in the elements of Strategy, Structure, Systems, Style, and Staff. Empirically, there is a higher level of implementation of Offsite Service Centers in the provinces than in Metro Manila in the elements of Strategy, Structure, Style, and Staff. Given the findings, the researcher recommends the following: management increase its manpower complement, institute regular planning, and monitoring, and conduct human resource skills training and development to strengthen all the elements of the framework.