MANAGEMENT CASE STUDY OF

SERVICE SUPPORT DEPARTMENT

OF PHILIPPINE AIR FORCE
OFFICER SCHOOL

Submitted by:

SEMINAR DELTA
2LT LEONARD JACOB A AFALLA O-22109 PAF
2LT KIMBERT L AGUSTIN O-22126 PAF
2LT CLARICE ANNE R BACLAS O-22107 PAF
2LT MARY ALLYSON P BANDONG O-22154 PAF
2LT JESREL A ESTOQUE O-22101 PAF
2LT KAYEZELYN C HAPITA O-22113 PAF
2LT JAIME R IBAÑEZ O-22125 PAF
2LT ADRIENNE G LOBO O-22134 PAF
2LT JESSE JOHN ROHELL B MARTINEZ O-22080 PAF
2LT RAUL VICTOR C MIRANDA O-22158 PAF
2LT RICO JAY M SOLOMON O-22110 PAF
FUNDAMENTALS OF MANAGEMENT – SERVICE SUPPORT DEPARTMENT MANAGEMENT CASE STUDY
PART 1: SITUATIONAL ANALYSIS
Major Performance
Issue
Are we fulfilling our
mission adequately?
Are we using our
resources in the best way
to fulfill our mission?
Are our mission, programs
and services still relevant
to those who benefit from
them and those who
support them?
Are we financially viable
or should be pursue
additional sources of
financing and funding?
What are the performance issues?
PAFOS has different buildings and facilities such as
MPH, Agunod & Bunuan Hall, Seminar and Admin
Building, SOC and BAFOC Barracks, and their respective
sinks. Its facilities were equipped with sound system and
audio-visual materials. PAFOS has E-bike, tricycle and
car as their mode of transportation for their personnel.
The Service Support Department of PAFOS assists and
recommends to the Commandant on matters pertaining
to support services of the School. At present, the
maintenance of buildings, grounds, facilities, equipment,
transportation, and other related services are raised by
the SSD to the Commandant. In terms of the
maintenance of the buildings, the billeting of the students
is included upon request with the fund coming from the
Department of Logistics (DL). However, there were times
that the DL will instruct the SSD personnel to procure the
necessary needs with regards to the maintenance. The
SSD provides information to the DL for the things
needed, making it dependent to the DL. The most recent
repairs or improvements of facilities and equipment
conducted by the SSD is that they provided cleaning
materials, utility materials, and repairs of broken
hardware materials including door knobs and
maintenance for clogged sinks for the PAFOS facilities.
In mission fulfillment, the SSD has more ways of using
and allocating resources. Since the SSD focuses more
on maintenance, there is no big amount of money
involved and the resources and funding are coming from
the DL. The SSD has the supply branch that is in-charge
in the resource allocation, with the guidance of the
Officers and the support of Enlisted Personnel. However,
if there is not enough supply, the SSD will request for
funding at DL.
The SSD personnel are skillful in different fields of
maintenance and supply. The personnel will conduct
thorough investigation in any area needed for
maintenance to sustain the operation of the organization.
With the PAFOS as the producer of professional officers,
providing and sustaining the needs of the students will
improve their efficacy in performing their tasks and
achieving better results. Thus, all of their activities can
benefit the PAFOS and PAF as a whole.
Since the department is literally a support to the
organization, and their function is dependent on DL. All
expenses are subject to approval on DL. Hence, the
SSD is not financially viable.
FUNDAMENTALS OF MANAGEMENT – SERVICE SUPPORT DEPARTMENT MANAGEMENT CASE STUDY

PART 2: METHODOLOGY

A. DATA GATHERING STRATEGIES

Sources of Data:
Interviewee: TSg Jayjay Brian C Javeña PAF, NCOIC, SSD.
Methods for Data Collection
The team conducted interview at the Service Support Department Office of PAFOS.

B. DATA
The team was tasked with conducting a comprehensive management case
study, specifically focusing on the Service Support Department (SSD) within the
school. The team was assigned to gather data from the office of SSD, and carefully
followed a systematic approach to collect the required information. The approached
used in this study involves utilizing interview and data analysis to gather insights and
draw informed conclusions.
To obtain a thorough understanding of how the SSD operates, the team
conducted interview with key informants, including the Non-Commissioned Officer in
Charge (NCOIC), who provided valuable insights, and perspectives on the
department’s functions. This interview was conducted in a face-to-face setup using a
recorder for detailed information, as the team aimed to capture accurate and relevant
data.
Once the data was collected, the team organized and summarized the
information to facilitate analysis. This involved carefully reviewing and categorizing the
data, identifying patterns and trends, and drawing meaningful conclusions from the
findings. The team ensured that the analysis was based on reliable and valid data,
and followed established research protocols to maintain the integrity of the study.
FUNDAMENTALS OF MANAGEMENT – SERVICE SUPPORT DEPARTMENT MANAGEMENT CASE STUDY

PART 3: ANALYSIS

3.1 The Stakeholders and the General Environment

A. Mapping the Stakeholders

B. P-E-S-T Analysis

a. Political Environment
The SSD's primary role is to provide support services to the school,
which currently involves maintaining various aspects such as buildings, grounds,
equipment, and transportation. Although the resources allocated to the SSD are not
significant and are funded by the DL, they have a supply branch responsible for
distributing resources, and they can request additional funding when required.
The SSD is performing its duties effectively since its staff possesses
expertise in various maintenance and supply fields. Therefore, their activities are likely
to remain helpful and significant to PAFOS and PAF as a whole. In general, the political
environment the SSD seems to be efficiently carrying out its support service functions.
b. Economic Environment
DL funds SSD resources and maintenance tasks. Inadequate budget
allocation for the SSDs can be a sign of financial difficulties that can affect their ability
to perform their duties effectively. Financial constraints that can affect the SSD's ability
FUNDAMENTALS OF MANAGEMENT – SERVICE SUPPORT DEPARTMENT MANAGEMENT CASE STUDY

to successfully perform its functions are defining characteristics of the SSD economic
environment.
c. Socio-Cultural Environment
The socio-cultural environment is somewhat restricted. Given that the
SSD is responsible for support services of PAFOS, contributing an impact on the social
and cultural environment of the PAFOS and PAF as a whole. For example, the state
of the facilities and equipment could affect the students' and staff's morale and well-
being. Additionally, the socio-cultural norms and values of PAFOS and PAF as a whole
have the possibility to after the activities of the SSD. For instance, the student billeting
facilities needs to be ensured by the SSD as well-maintained to provide a comfortable
and safe environment for the students.
It may emphasize the provision of a supportive and secure environment
for the students and staff, with the SSD's activities and functions playing a vital role in
achieving this goal.

d. Technological Environment
Technical improvements available in SSDs affect their behavior. They
have access to technical tools and equipment to assist in the maintenance of buildings,
facilities and equipment. They use technology to communicate with other departments
and stakeholders, as well as track shipments and inventory. Additionally, the ability of
the SSD to allocate resources efficiently and effectively can be impacted by advances
in logistics and transportation technology. This can revolve around the efficient use of
current technological advances and technologies to enhance support service
capabilities of the SSD.
FUNDAMENTALS OF MANAGEMENT – SERVICE SUPPORT DEPARTMENT MANAGEMENT CASE STUDY

PART 4: COURSES OF ACTION/RECOMMENDATIONS

A. Developing Indicators

1. Strengthen Mission Alignment and Performance Assessment

To ensure the SSD is fulfilling its mission adequately, establish a regular

performance assessment process that evaluates the department's activities, efficacy,
and alignment with PAFOS and PAF objectives. This process should involve collecting
feedback from stakeholders, such as Officers, EPs, and the Commandant, in order to
continuously refine and enhance the SSD's support services, thereby ensuring that
they remain pertinent and beneficial. Also, by clearly defining the SSD’s mission and
function to its personnel in order to have a clear understanding on the scope and
limitations in the nature of their work that is detached from that of the DL.

2. Enhance Maintenance Procedures and Resource Management

SSD should evaluate and improve how it maintains its infrastructure,

equipment, grounds, and transportation. They shall establish a central system to
monitor requests for maintenance, the status of those requests, and the results. Work
closely with the supply division to efficiently arrange the usage of resources to satisfy
SSD's demands.

3. Encourage Staff Training and Development

Allocate time on training programs for SSD employees to help them do better
at what they do. This will raise the standard of services provided by SSD and aid in
the expansion and success of the PAFOS and the PAF as a whole.

4. Plan and Implement Long-Term Plans and Programs to Service

Support

Create strategies for addressing PAFOS's future demands by deciding on

priorities and possible upgrades. Regularly assess these strategies to ensure they
remain pertinent and beneficial to the PAFOS and the PAF as a whole.