An Office Procedure Study of the Customer Service Department and Operation Department in ABC Company

Abstract

The proponents studied the office procedures of two departments of the ABC Company because policies and procedure are an essential components of any organization. However, these policies and procedures are rendered useless if employees neglect to adhere the management. In this study, the procedure was enhanced for a better work place and to improve the services of the company. Quantitative method was used in doing this research. Survey questions were constructed to motivate participants to respond. Interviews were also conducted with some employees of Customer Service Department and Operation Department to identify the problems in their departments. Five out of six respondents of Customer Service Department agreed that documents are misplaced, they also delay in tracing and updating because they are obliged to forward the latest status of the shipments to the Customer Service Head to update it. The survey also manifested that some employees are not following their duties and responsibilities. In the Customer Service Department, the results show, that it is necessary to have a filing cabinet for the documents in tracing and updating of transaction process, the one who traced the transaction should be the one who updates the transaction. In operation Department, the supervisor must double check the materials for the pick-up.