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A Thesis Proposal
Presented to the Faculty of the
Information and Communications Technology Program
STI College Cebu
In Partial Fulfilment
of the Requirements for the Degree
Bachelor of Science in Information Technology.
ENDORSED BY:
NOTED BY:
This thesis proposal titled: Executive Boutique Mentoring and Quality Assurance
Tracker prepared and submitted by Robee Jeanne L. Climaco; Maylyn V. Jamora; and
Barry Julius C. Nicasio, in partial fulfilment of the requirements for the degree of
Bachelor of Science in Information Technology has been examined and is recommended
for acceptance an approval.
Noted:
Earl Thomas C. Corregidor III Dr. Joey U. Rivamonte
Thesis Coordinator Program Head
Page
Title Page i
Endorsement Form for Proposal Defense ii
Approval Sheet iii
Table of Contents iv
Introduction 1
Background of the problem
Overview of the current state of technology
Objectives of the study
Scope and limitations of the study
Literature Review
Review of related literature, studies or systems
Synthesis
Methodology
Methodology
Hardware/Software
Calendar of Activities
Budgetary Estimate
Human Resources
References
Technology has become everybody’s mean for us to do well in terms of personal career,
communications, business and in all other aspects. It brought us computerization which has
helped us in many ways. Mostly, to simplify works and lessen the usual time to finish work.
Due to this, the demand for automated processing system has highly increased because
people can double their production compared to doing things manually.
Executive Boutique Mentoring and Quality Assurance Tracking System is a system that
can track the performance and the progress of an agent and the team’s productivity. The
system can give insight to the employee’s performance and help align the business
objectives. User-friendly screens and easy to access guidelines and feedback results in
improvement. Executive Boutique Mentoring and Quality Assurance Tracking System is
meant to help call center employees increase their productivity and efficiency while having
the ability to access records that is frequently updated.
With the interviews and research done, the team was able to point out the flaws and
problems occurring in the business and provide an alternative and improved solution.
To ease the problems that are being encountered, the proposed system can centralize data,
robust reporting and monitor agent’s performance. The proposed system introduces a
manageable and systematic record task. Executive Mentoring and Quality Assurance
Tracking system is designed to improve their everyday task. The proposed system will
enhance the existing systems and processes and will enable the QA Analyst and Team
Leaders to evaluate the agents and track the monitored calls in a more efficient means.
The proponent’s client is using Google Gmail and spreadsheets. The current system enables
them to manually monitor employee’s performance and analyze whether someone in the
frontline is improving or continuously failing the meet criteria and can also give users the
ability to generate graphs and charts based on the collated data. It’s hard to track agent’s
performance. Wrong data entry may cause problems in accuracy of QA Analyst’s and
Team Leader’s performance.
The proponents aim to build, design and implement an organized, stable and reliable
multi-subsystem monitoring and tracking system for Executive Boutique that will
increase the performance of QA Analysts and Team Leaders, save time from the current
system being used and use the spare time mentoring and coaching agents, minimize
human errors, and finally, decrease data redundancy by keeping everything organized in a
centralized server.
Scope
The study will focus on the improvement of the current system of our client that includes
the following:
Profile Management
QA Logs Tracker
o Agent
o Recording Link
o Call Duration
QA Score Calculator
Coaching Tracker
o Agent’s Explanation
o Agent’s Commitment
o Team Lead’s Recommendation
o Action Plan
Follow-up Coaching Scheduler
o Legal
o Evidence
The proposed system will be made to cater the information provided in the scope for the
convenience of Executive Boutique. However, there are areas that will not be covered by
the proposed system to evade unnecessary problem when system is deployed.
The proposed system should not be accessed online/ not a web base.
The proposed system cannot be accessible in mobile.
The proposed system is only applicable can only be used by the
Administrative officers, QA Analysts, Team Leaders and Managers.
This chapter presents the literature and studies that supplied background information to
the study of the researchers. In this research it covers the terms of monitoring system,
topics, definition of terms used, developing a monitoring system of trainings.
Literature Review
What is monitoring system? What are the different structure and classification of a
monitoring system? What is the purpose of a monitoring system?
Greaney and Kellaghan (1996) also consider monitoring as systematic and regular
procedures for the repeated collection interpretation of assessment data of important
aspects of the subject under study. It is not necessarily restricted to outcome variables,
but can also involve contextual information and measures of inputs and process (Husen
and Tuijiman, 1994; and Scheerens et al.,1988)
Basically, this study adopts at least two classifications of monitoring systems according
to purpose and stages.
When relating trainings, a monitoring system serves as (1) a mechanism that provides
the user or a number of users with several sources of information pertaining to the
process being investigated , providing feedback and signaling and diagnosing problems
(Jansen , 1996); (2) identify the problem areas so that corresponding actions can be taken
without further delay; (3) assists administrators in determining the best allocation of
resources; and motivate and create awareness among administrators, QA analyst and
trainers to improve quality performance and stimulate self- regulatory mechanism
(Williams, 1992). It is also used to diagnose deviations from policy, determine
organizational strengths and weakness in accomplishing specific goals, and launch
remedial actions. Interest in performance monitoring has surged as a result of
technological innovations that allow artificial enhancement of an organization’s or
supervisor’s ability to track the behavior and performance of its employees (U.S.
Congress, Office of Technology Assessment, 1987; U.S. House of Representatives,
1989). Reports of increased employee stress, and conflicting evidence about effects on
productivity have stirred substantial research into these newer forms of monitoring (e.g.,
Aiello & Kolb, 1995a; Smith, et al., 1992), but research on traditional, non-electronic
monitoring has also continued unabated (e.g., Larson & Callahan, 1993; Brewer, 1995;
However, study sought to ascertain the various ways performance is monitored within the
organization. Again, monitoring was done by the various heads of units and also the
Quality Assurance Analyst and Team Leaders. For feedback to affect the correction
needed, it must specify what was good about the performance, specify what should be
changed about the performance and how it can be done. Similarly, timing of the
feedback, the content of the feedback, and the motivation guiding the feedback process,
can have a powerful impact on the target individual's willingness and ability to improve
(Whetten & Cameron, 1998). The one giving the feedback must express confidence in the
receiver and in his or her ability to deliver the expected performance. Researchers agreed
that monitoring of employees assist managers in analyzing and evaluation performance.
Furthermore, respondents agreed that feedback from monitoring activities is essential to
improving employee performance as it will enable corrections to be affected on time.
According to Armstrong and Baron, (2010) he agreed that performance monitoring
contributes to the effective management of individuals and teams in order to achieve high
levels of organizational performance. Effective monitoring also enables supervisors to
objectively distinguish between those who are working hard and those who do not make
an effort (Mishra and Crampton, 1998). Furthermore, monitoring employees /call center
Related Study
Synthesis
With the help of this literature and studies, we gather information and knowledge about
the system that we are going to develop and implement in this project. The following are
the listed information and data adopted from the literature and studies:
This helps us identify the problem and flow about Monitoring System.
This also offers us idea about the constraints, features and objectives about the
system.
The problems and issues that we were going to encounter during the
development of this project.
Methodology
In this study, the proponents decided to use Scrum Methodology to fulfill and reach the
intended output. The researchers chose this methodology to adapt easily to changes, to be
able to work side by side with end users and to make necessary corrections and adjustments
quickly when certain requirements are altered.
As Schwaber (2004) pointed out , the Scrum Methodology excels on the urgent projects
critical to organizations and also an iterative framework and a leading agile development
methodology for handling rapidly evolving projects. Scrum emphasizes teamwork where
we, the development team, works to achieve towards a well-define goal. He added that the
scrum shortens the feedback loop between customer and developer, and between wish list
and implementation.
The process starts with the researchers interviewing the client for the requirements needed
for the design of the system. This was followed by the release planning fits nicely into the
planning frameworks that are often offered for scrum and identify the user’s story that they
want to put in the release or sprint backlog. After that, the amount of work has been
estimated and several sprints were created.
At the first stage of planning the session, the researchers have undergone a brainstorming
session to identify the target locale and discussed the needs and arising problem within.
The researchers discovered that the Executive Boutique is still using semi-automated
based systemin managing and tracking call agents’ performances.
The researchers listed down the problems that the locale encountered and discussed them
with the locale. After gathering the necessary data and requirements, the researchers
created a Project Backlog to serve as a guide on creating the system. Then after that, the
researchers initiated an estimation and prioritization planning session together with
manager and loan officer. After that meeting, the researchers evaluated all the items that
have been selected and then initiated the first Scrum Planning meeting.
Product Backlog
Sprint Planning
In sprint planning the proponents together with the scrum master are planning which
product backlog items will be delivered into sprint backlog and how it will be achieved.
The sprint backlog is the set of the product backlog items selected for the sprint. In sprint
backlog each member of the scrum team should choose a task to be done during the sprint
Daily Scrum
The daily scrum is a short everyday meeting (no more than 15 minutes) for the team.
Sprint Review
The sprint review is held at the end of the sprint. Each member of the team presents their
work being completed and not completed during the sprint.
Sprint Retrospective
The sprint retrospective is the final meeting in the sprint to determine what went well
during the sprint, what didn’t go well during the sprint and how the team can improve in
the next sprint.
Increment
The sum of all the product backlog items completed by the team during the sprint.
In listing the project backlog, the researchers had a meeting to talk over and analyzed the
module that should be prioritized and included in every sprint. After a sprint has been
done, the researchers got the feedback of their locale, and if there were some suggestions
that were possible and can be included to the system, then these were included to the
project backlog and subjected for the next sprint.
The Table below shows the software specifications that are needed for development
of the system:
SOFTWARE Description
Tracking system
The Table below shows the Hardware Specification for the development of the
proposed system
HARDWARE DESCRIPTION
The Table shows the software specifications of the PC/Laptop that will be used in
SOFTWARE DESCRIPTION
Visual Studio 2017 A application builder that will be in used to run the
This should enumerate the resources that will be used from the beginning until the
completion of the entire project. This is presented in tabular format. Fill the table below.
Budgetary Estimate
Human Resources
The following pages contains the curriculum vitae of the researchers and the Adviser’s
Acceptance Form.
EDUCATIONAL BACKGROUND
Level Inclusive Dates Name of school/ Institution
Tertiary month year
Vocational/Technical month year
High School month year
Elementary month year
AFFILIATIONS
Inclusive Dates Name of Organization Position
month year
month year
month year
month year
Listed in reverse chronological order (most recent first).
SKILLS
SKILLS Level of Competency Date Acquired
month year
month year
month year
CONFORME:
APPROVED BY:
NOTED BY:
REFERENCES
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Journal of Applied Social Psychology, 23, 499-507.
Aiello, J. R. & Kolb, K. J. (1995a). Electronic performance monitoring and social context:
impact on productivity and stress. Journal of Applied Psychology, 80, 339-353.
Aiello, J. R. & Kolb, K. J. (1995b). Electronic performance monitoring: a risk factor for
workplace stress. In S. L. Sauter, & L. R. Murphy, Organizational Risk Factors for Job Stress
(pp. 163179). Washington, D.C.: American Psychological Association.
Aiello, J. R. & Shao, Y. (1993). Electronic performance monitoring and stress: The role of
feedback and goal setting. In M. J. Smith & G. Salvendy (Eds.), Human-computer interaction:
Applications and case studies (pp. 1011-1016). Amsterdam: Elsevier Science
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in call center working. New Technology, Work & Employment, 19, 96-109.
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Brewer, N. (1995). The effects of monitoring individual and group performance on the
distribution of effort across tasks. Journal of Applied Social Psychology, 25, 760-777.
Brewer, N., Wilson, C., & Beck, K. (1994). Supervisory Behavior and Team Performance
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C. Wu, J. Kuo, E.E. Jan, V. Goel, and D. Lubensky, “Improving End-To-End Performance Of
Call Classification Through Data Confusion Reduction And Model Tolerance Enhancement,” in
Interspeech-05
Cascio, W.F. (1992). Managing human resources: productivity, quality of work life, profits (3rd
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Cheong, K.J., Kim, J.J. and So, S.H. (2008), “A study of strategic call center management:
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Hartman, L. P. (1998). The rights and wrongs of workplace snooping. Journal of Business
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Hartman, L. P. & Bucci, G. (1999). The Economic and Ethical Implications of New Technology
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Jansen. R.A.R.G (1997). Constructing Monitoring System in the Behavioral Sciences: The SEM
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Larson, J. R., & Callahan, C. (1990). Performance monitoring: how it affects work productivity.
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Whetton, D. A., & Kim S. Cameron. (1998). Developing Management Skills, New York:
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William, JD (1992). Monitoring School Performance: A Guide for Educators. Washington, DC:
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