ACDC Project Management System
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CHAPTER I
1. Introduction
ACDC Electrical Services Program
Management System is a program built to
monitor the booking and deployment of
services provided by ACDC Electrical
Services in Sta Maria, San Jose, and
Norzagaray Bulacan. This tool will allow
the company to track its technical support
teams' progress with each service scheduled,
assigned, and delivered to its valued and
new customers.
The technical support team will also be
able to update the company regarding any
unforeseen events or circumstances that may
occur during service delivery. This system
will allow the company and the technical
support team to provide better customer
service.
2. Background of the Study
As a business grows, managing more
projects can take much work for a company
to use manual or traditional system. Many
businesses have arisen, and competitors also
increased. Companies need a more helpful
tool to create innovative and unique projects
and minimize spending. Additionally, the
data must be secured and occasionally
susceptible to damage. Therefore, the
researcher established a valuable tool to
make projects more manageable. This
project management system can boost
productivity, enhancement of project
delivery, give an accurate picture of the
project's status, and secure data because it
has a database.
3. Theoretical Framework
Thomassen defines customer
satisfaction as “1the perception of the
customer as a result of consciously or
unconsciously comparing his experiences
with their expectations.” Kotler & Keller
build on this definition and states that
customer satisfaction is determined by “1the
degree to which someone is happy or
disappointed with the observed performance
of a product in relation to his or her
expectations.”
1
Performance below expectations leads
to a dissatisfied customer, while
performance that satisfies expectations
produces satisfied customers. Exceeding
expectations leads to a “1very satisfied or
even pleasantly surprised customer.”
1
Yang, Shaohua & Chen, Xingxing & Shen, Xiaoli.
(2017). An Exploratory Study of Customer
Satisfaction with International Student Recruitment
Agencies: A Case Study in New Zealand.
International Journal of Business and Management.
 of met needs. Overfulfillment can be
Word-of- Personal satisfying if it provides additional
mouth needs unexpected pleasure; an underfulfillment
can be satisfying if it gives greater pleasure
Past than anticipated in a given situation."
experiences Thomassen's definition is the most
relevant to the aims of this project, given the
emphasis it places on unconscious
perception. According to Thomassen, the so-
called "value proposition" and other
Needs/expectations influences impact final customer
Value- satisfaction.
proposition In his satisfaction model theory (Figure
1), Thomassen shows that word-out-mouth,
Experiences
personal needs, and past experiences
determine customers' needs and
expectations. This model is also essential for
this project as it allows the researchers to
determine the extent to which the customers
Customer are satisfied and where improvements can be
Satisfaction
made.

Figure 1. Thomassen’s customer satisfaction

model theory

Hansemark and Albinsson, marketing

professors and researchers, define customer
satisfaction slightly different from that of
Thomassen: It is "2an overall customer
attitude towards a service provider, or an
emotional reaction to the difference between
what customers anticipate and what they
receive, regarding the fulfillment of some
need, goal or desire."
Richard Oliver, author of Satisfaction: A
Behavioral Perspective on the Consumer,
defines satisfaction as "3the consumer's
fulfillment response. It is a judgment that a
product/service feature, or the product or
service itself, provided (or is providing) a
pleasurable level of consumption-related 12. 130-140. 10.5539/ijbm.v12n11p130.
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fulfillment, including levels of under- or Hansemark, Ove C. and Maria E. Albinsson.
over-fulfillment." He also mentions that “Customer satisfaction and retention: the experiences
of individual employees.” Managing Service
"3individuals can be satisfied just to get back Quality 14 (2004): 40-57.
to normalcy or neutrality, as in the removal 3
Oliver, Richard L. Satisfaction: A Behavioral
of an aversive state. Moreover, fulfillment Perspective on the Consumer. 2nd ed., Routledge,
does not need to be constrained to the case 2015.

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4. Conceptual Framework researchers will investigate ways to maintain
or keep accurate records of bookings and
Using the theoretical framework, the deployment.
researchers developed with the following
research paradigms. INPUT
Responsiveness
INPUT
Reliability
1. Demographic profile of the Assurance
respondents Tangibility
2. What factors do customers Empathy
identify as characteristics of
good service delivery?
3. What are the factors to consider
in minimizing redundancy?
4. How do we keep an accurate PROCESS
record of services?

Service Quality

PROCESS
1. Data Gathering
2. Data Analysis OUTPUT
3. Statistical Analysis
4. Interpretation of Data Customer
Satisfaction
Figure 3. The figure above is the schematic diagram
of the conceptual framework researchers found
OUTPUT relevant for improving customer satisfaction.

Figure 3 is a schematic diagram

Customer Satisfaction
Figure 2. The figure above is the schematic model to
describe the flow of the project.
Figure 2 utilizes the input-process-output
(IPO) framework describing parameters and
determinants to be measured and observed
in the project. The input contains the
variable: the respondents' profile in terms of
age and gender preference. The researchers
will also investigate the factors consumers
identified as good service delivery
characteristics. They will also investigate the
factors to minimize redundancy. Lastly, the
highlighting service dimensions that
researchers will consider in developing the
project management system. These five
essential dimensions of service are essential
in promoting a better quality of service,
leading to customer satisfaction.
5. Statement of the Problem
How will the company be able to
monitor or track its past, ongoing, and future
projects assigned to its technical support
team accurately and efficiently? How will
the company improve and give its customers
a better quality of service?

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 This project aims to answer the
following questions:
a. What is the demographic profile of the
respondents according to:
a. i. Gender
a. ii. Age
b. What factors do customers identify as
characteristics of good service delivery?
c. What are the factors to consider in
minimizing redundancy?
d. How do we keep an accurate record of
services?
6. Significance of the Study
The findings of this study will redound
to the benefit of its new and valued
customers, considering that electricity plays
a huge role in today's generation. Through
this proposed project management system,
the company can monitor the bookings and
services provided by their technical support
team, including their second and electrical
third parties, and how well the services are
provided to their customers.
7. Scope and Delimitations of the Study
The general intent of this study is to
improve the quality of service that ACDC
Electrical Services in Sta Maria, San Jose,
and Norzagaray Bulacan can provide to its
valued and new customers by transitioning
from a traditional system to a new advanced
system.
This study will mainly identify and
assess disparate ways to improve their
services and track how long their technical
support team takes to track how many
services are delivered each day, wrap up
each service, and how well the services were
delivered to its customers.
The delimitation of this study is that its
coverage will only be toward the vicinities
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of Sta Maria, San Jose, and Norzagaray
Bulacan.
8. Definitions of Terms
The researchers use the following terms as a
guide for readers to understand the primary
and critical concepts of the proposed project.
Definitions were taken from different
resources, such as dictionaries and other
publications.
Project management system. It is a model
for overseeing the execution of a project. It
can provide a framework for managing
expectations, delegating responsibilities, and
creating procedures. A project management
system may use specialized or standard
professional software packages.
Service quality. It is a measure of how a
company delivers its services compared to
the expectations of its customers. They can
either consciously or unconsciously have
specific standards and expectations for how
a company's delivery of services fulfills
those needs.
Responsiveness. It is the company's
dedication and ability to provide customers
with prompt services. A high service quality
always responds to customer communication
as soon as possible, often indicating the
value a company places on customer
satisfaction.
Reliability. It refers to a company's ability
and consistency in performing a service that
satisfies its customers' needs.
Assurance. It is the confidence and trusts
that customers have in a particular company.
It is vital with services that a customer might
perceive as being above their ability to
understand and properly evaluate, meaning
that there has to be a particular element of
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trust in the servicing company's ability to
deliver.
Tangibility. It refers to the company's
ability to portray service quality to its
customers. Many factors give a company
highly tangible quality, such as the
appearance of its headquarters, its
employees' attire and demeanor, its
marketing materials, and its customer
service department.
Empathy. It refers to how a company
delivers its services in a way that makes it
seem empathetic to its customer's desires
and demands. Customer who believes a
company truly cares about their needs will
likely be more loyal to that company.
Chapter II
1. Foreign Literature
One of the critical elements that
entrepreneurship assumes as a road to
success is fulfilling customers’ expectations
regarding products/services offered.
However, when it comes to electrical power
supply customer satisfaction, it is
automatically inferred to a specific sector
that is strongly regulated and often
approached as a monopoly.
According to Jaime Dagostim Picolo's
research article entitled "Influence and
performance of spatial variables in
interaction with pedagogical and structural
aspects on student satisfaction," it states that
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since competition could be low or
inexistent, there is a loss in competitiveness
and dynamicity. The relevant factors
supporting economic and business activities
could differ from traditional scenarios.
Electrical power supply customer
satisfaction is a multidisciplinary theme that
could be approached through three
knowledge areas:
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 customer satisfaction from a
marketing-based perspective
 service operations in an operations
management context
 energy supply service founded in the
infrastructure of electric power
systems.
Tse and Wilton's research article,
"Models of consumer satisfaction formation:
an extention," states that 5consumer
satisfaction can be defined as the consumer's
response to the perceived discrepancy
between prior expectations (or some other
performance norm) and the actual
performance.
Oliver James's research article
"Managing Citizens' Expectations of Public
Service Performance: Evidence from
Observation and Experimentation in Local
Government" heavily relies on the
expectations approach and 6proves that high
satisfaction with the local government's
services involves low expectations rather
than simply performing public services well.
At the same time, low satisfaction rating
point to too poorly performing services and
high expectations.
Gronroos, a researcher in Rio de Janeiro,
supports the idea that service quality must
be, above all, "7what the customers
perceive." After combining the different
approaches relating to customer satisfaction,
we define quality as consistent conformity
with customers' expectations.
Gaither and Frazier's research article,
"Production Management and Operations,"
define service operations as a "8long-term
action plan for the production of products
and service of a company and establish a
map of what the production must execute if
it wants to realize their business' strategies."
In developing and managing a service
operation, one of the critical decision areas
is how to structure operations, i.e., divide up
the activities and assign them to people or
machines. While there could be constraints
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of various types that restrict the set of
available choices, there is usually
considerable discretion.
Gouveia et al.'s research article,
"Benchmarking of maintenance and outage
repair in an electricity distribution company
using the value-based DEA method," states
that 9electrical energy is at the heart of
modern society, as an essential lifestyle
component and a determining factor in the
economy's competitiveness.
The electrical power supply system can
be mistaken by the very topography of the
cities, branched throughout their streets and
avenues to physically connect the supply
system, or even medium or large-scale
unities of power generation, to the electric
power's final customers.
The connection, the treatment (or
service), and the adequate electric power
supply to the regulated environment
customer occur by the Electrical energy
distributors. Therefore, Distributed energy is
the adequate electric power supplied to the
customers connected to an electrical
network of a determined distribution
company.
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Picolo, Jaime Dagostim, Josiane Brighenti, and Paulo
Roberto Cunha. “Influência e Desempenho Das Variáveis
Espaciais Em Interação Com Os Aspectos Pedagógicos e
Estruturais Na Satisfação Dos Alunos.” Revista Gestão
Universitária na América Latina - GUAL, 2018, 92–115.
https://doi.org/10.5007/1983-4535.2018v11n1p92.
5
Tse, G.K., Wilton, P.C. 1988. Models of consumer
satisfaction formation: an extention. Journal of Marketing
Research. 25(2): 204-212.
6
JAMES, OLIVER. “Managing Citizens' Expectations of
Public Service Performance: Evidence from Observation
and Experimentation in Local Government.” Public
Administration 89, no. 4 (2011): 1419–35.
https://doi.org/10.1111/j.1467-9299.2011.01962.x.
7
Esteves-Alves, Marcelo. “Marketing: Gerenciamento e
Serviços.” Revista de Administração Contemporânea 14,
no. 2 (2010). https://doi.org/10.1590/s1415-
65552010000200017.
8
Gaither, N., Frazier, G. 2001. Administração da produção
e operações. Thomson Learning, São Paulo.
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Gouveia, M. C. D., Antunes, L.C., Boucinha, C. H.,
Inácio, J. M., Catarina, F. 2015. Benchmarking of
maintenance and outage repair in an electricity distribution
company using the value-based DEA method. Journal
Omega. 53: 104.

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