EveAims and Objectives

The purpose of this qualitative study is to investigate industry leaders’ perception (senior and

middle managers) of job readiness in the BPO firms in central Jamaica. Additionally, the study

will help the BPO firms on their strategies to improve job readiness going forwards.

Main Research Questions (3 principal questions)

1. How do managers in the BPO sector describe the concept of job readiness when

evaluating potential candidates for employment?

2. What key components and attributes do employees need to present, according to industry

professionals in the BPO sector, to be considered job ready?

3. What factors serve as indicators of the success rate of new entrants in the BPO sector

concerning their job readiness, as perceived by industry professionals?

Hypotheses (If Applicable)

NOT APPLICABLE

Methodological Design

A generic qualitative research design will be used in this research, as described by Kahlke

(2014), this approach diverges from the conventional philosophical assumptions and established

methodologies typically associated with qualitative research. Often, research inquiries do not

neatly align with a singular established methodology, as noted by (Levitt et al., 2019).

Consequently, Levitt et al., (2019) expound that generic studies present researchers with an

opportunity to push the boundaries, utilizing tools from established methodologies to construct

research designs that align with their epistemological standpoint and research objectives. The
aim of this research is to explore the perceptions of job readiness among senior and middle

managers in the BPO industry.

Sampling Techniques

A purposive sampling technique will be used to collect data for this study. Purposive

sampling, also known as judgmental sampling, is a deliberate approach used by researchers to

select specific settings, individuals, or occurrences in order to obtain unique and valuable

information not available through other sampling techniques (Smith, 2018).

Overall Study Design (Theoretical Framework)

The theoretical underpinnings that will be used to frame the research are constructivism

and social systems theory.

Constructivism

This study argues that the industry leaders used the constructivist philosophy as the

guiding philosophical underpinning to determine job readiness of exiting staff and recruits in the

BPO in the firms. Industry leaders who embrace the tenets of constructivism cultivate a dynamic

learning culture within their organizations.

Industry leaders provide experiential learning opportunities, encouraging employees to

actively engage with their work environment through hands-on experiences and real-world

projects, aligning with the principles of TVET (Doe, 2022). This approach not only promotes the

acquisition of practical skills but also emphasizes critical thinking and problem-solving, which

are fundamental aspects of TVET programs. These leaders also foster a collaborative
environment, valuing diverse perspectives and experiences, which mirrors the inclusive approach

often found in TVET curricula. Additionally, they emphasize the importance of reflection and

self-assessment, allowing employees to refine their skills and understanding in a manner akin to

the self-directed learning often advocated in TVET settings. By valuing adaptability and

continuous learning, these leaders demonstrate a commitment to navigating the rapidly changing

demands of their industry, a quality highly relevant to TVET, which strives to equip individuals

with skills that remain valuable in evolving job markets (International Labour Organization,

2012).

The instructional method being utilized is based on the educational theory of

constructivism, which can be traced back to early philosophers such as Dewey, Bruner, Vygotsky,

and Piaget (Bada, 2015). According to this theory, individuals actively construct their

understanding and knowledge through experiences and reflecting upon those experiences

(Bereiter, 1994, as cited in Bada, 2015). This approach fosters a growth mindset and is in line

with the continuous professional development ethos of TVET. It is important for industry leaders

to follow this approach and by lead by example and model these values. Industry leaders who

apply constructivist principles and recognize the connection with TVET empower their teams to

construct their own knowledge, skills, and understanding, leading to a more adaptable,

innovative, and engaged workforce. As a result of using constructivist philosophy to undergird

the industry leader, hence, the constructivist theory becomes an appropriate theoretical lens

through which to approach the study. According to Creswell (2014), the constructivist researcher

is concerned with the process of interaction among participants, specifically in their own specific

contexts in which they live and work. This study will use industry leaders' (senior and middle

managers) perceptions of job readiness in three BPO firms.

Social Systems Theory

Talcott Parsons' social systems theory provides a comprehensive framework for

comprehending the functionality and interplay of various components within a society or

organization (Parsons, 1951). This theory is highly relevant in analyzing the intricate dynamics

of industry leaders' perceptions on job readiness in the BPO firms in Central Jamaica. The BPO

industry functions as a social system composed of a network of interconnected components,

including employees, employers, educational institutions, governmental policies, the local

community, and TVET programs. This theory illuminates the subtle interactions and their impact

on job readiness (Luhmann, 1995). TVET programs are critical in providing individuals with the

practical skills and competencies required for specific roles in the BPO industry. As they bridge

the gap between educational institutions and industry requirements, these programs are an

important component of the broader social system of the BPO industry in Central Jamaica. Using

the social systems theory, we can examine how TVET programs interact with other components

of the BPO industry, such as employers, employees, and government policies. This framework

enables a thorough examination of how TVET contributes to job readiness and its impact on the

overall operation of the BPO sector.

Furthermore, the theory emphasizes the concept of functional differentiation within the

BPO industry, where different roles and functions require different skill sets and competencies.

TVET programs play an important role in providing targeted training that meets these specific

job requirements. This assists in determining the specific job readiness requirements associated

with each role, with TVET serving as a specialized channel for skill development and

preparation. The industry also has its own set of norms and values regarding professionalism,
communication, cultural sensitivity, and adaptability, all of which can be effectively analyzed

using the social systems theory (Scott, 2014). The theory is also useful in understanding how the

BPO sector, including TVET programs, adapts to external pressures and changes such as

technological advancements, market demands, and regulatory changes. It provides a framework

for understanding how job readiness requirements change in response to these changes, and how

TVET programs must adapt their curriculum and training methodologies to meet these changes.

The BPO industry's stability and effectiveness are dependent on the seamless integration of

various components, including TVET programs. Using social systems theory, it is possible to

assess how well these elements are integrated and whether there are any areas of misalignment in

terms of job readiness (Meyer & Jepperson, 2000).

Feedback mechanisms are critical in maintaining social system equilibrium. In the BPO

industry, this could include feedback from employers to educational institutions and TVET

programs about graduate preparedness. This theory can be used to examine how feedback is

communicated and used to adjust job readiness, ensuring that TVET programs are responsive to

the industry's changing needs (Thompson, 1967). The application of social systems theory to this

study, with a particular emphasis on the integration of TVET programs, provides a

comprehensive understanding of the BPO industry in Central Jamaica. It sheds light on the

factors that influence job readiness, interactions among various stakeholders, including TVET,

and how the system adapts to changes over time.

Location and Time Frame of the study

The research will be conducted in three selected Business Process Outsourcing firms in

Central Jamaica. The study is expected to commence March-June 2024

Justification for participants or subjects

Inclusion Criteria

Senior and Middle managers who are involved has portfolio responsibilities and

supervisory oversight for employees. Their roles involve assignment of work activities,

monitoring performance of such work activities and quality reviews and completion of work at

the selected Business Process Outsourcing firms.

Exclusion Criteria

Senior and Middle managers who are not involved has no portfolio responsibilities and

supervisory oversight for employees at the selected Business Process Outsourcing firms.

Special Population

Not Applicable

Research Related Justification for Sample Size

Purposive sampling technique will be employed using 12 participants (which consist of

six senior and six middle managers) from 3 selected BPO firms in central Jamaica. It is worth

noting that the number of participants in research is not always a strict requirement. Nonetheless,

research indicates that the ideal number of participants can vary from 10 to 50, depending on the

research's nature and question (Creswell & Creswell, 2018).

Recruitments of Subjects
 The School of Education will request access to the institution for the chief executive

officer after receiving approval from MCREC (see appendix for access letter). Once permission

is granted, the researcher will contact senior and middle management, who will be briefed on the

research in person. If they agree to participate and sign the informed consent forms, they will be

asked to set up an interview date for the study.

Research Intervention/Procedures

After gaining access from the BPO institutions, the senior and middle managers of the

selected institutions where research will be conducted will be contacted to organize preliminary

meetings. Also, once the recruitment process occurs, and consent forms are signed, data

collection will commence.

Following the preliminary meetings, appointments for conducting interviews with each

participant will be scheduled. The agreed-upon locations for the interviews will be identified; the

locations selected should be free of distractions, have a moderate temperature, and comfortable

facilities. Each participant will be required to participate in a one one-on-one semi-structured

interview, with the option of additional interviews as needed. A semi-structured interview is a

qualitative research technique that collects information by asking participants a series of open-

ended questions, supplemented by additional questions to delve deeper into their responses and

the research topic. It blends components of both structured and unstructured interviews. Semi-

structured interviews comprise both pre-determined questions and open-ended ones (George,

2022). Jamshed (2014) posited that interview may typically ranging from 30 minutes to an hour,

depending on the depth and complexity of the information shared by the interviewees. In

accordance with the consent form, participants will be recorded using a suitable recording device
(such as a phone or recorder) to streamline the data-gathering process. Additionally, the

interviewer will take detailed notes throughout the interview.

Once all the interview sessions are finished, we will schedule visits to three different

BPO sectors where we will scrutinize employee appraisal forms. To ensure the precision of our

data, we will employ a triangulation method, which involves gathering information from several

sources, such as observations, interviews, and document analysis. In addition, we will conduct

supplementary interviews to clarify any incidents or circumstances that we observe. We will also

evaluate the appraisal format in correlation to the job preparedness of employees in these sectors.

Document analysis refers to the systematic examination and evaluation of documents. Document

analysis, according to Bowen (2009), is the process of systematically reviewing and evaluating

documents to gain understanding and elicit meaning. Document analysis will be helpful in

triangulating data from interviews.

Data Collection Instruments

The creation of the semi-structured interview protocol, observation tool, and document

analysis instrument will be influenced by the research questions, literature review, and

researchers' experiences, as noted by Castillo-Montoya (2016). The qualitative specialists at the

School of Education will examine the items once they are formulated. Please see the data

collection matrix. – Appendix A

Methods of Data Analysis

The data from the semi-structured interviews, relevant documents, and observations will

be analyzed using thematic analysis. This type of analysis involves a systematic process of

“identifying, organizing, and offering insights into patterns of meaning themes across a dataset”

(Braun & Clarke, 2012 p.58). The thematic analysis will conduct employs the inductive
approach. This method involves extracting meanings and themes from data, rather than imposing

pre-existing codes or frameworks. In this way, the data can speak for itself and will be

scrutinized iteratively and concurrently. The analysis will follow a sequence of data preparation,

data reading, data coding, theme coding, and description coding methods (Creswell, 2014). The

coding process can be done manually or assisted by NVivo software. We will use inductive

reasoning to generate themes from data about the perceptions of senior and middle managers

regarding job readiness in the BPO industry. We will present our findings using tables, as well as

through detailed thematic descriptions and texts.

Confidentiality

Confidentiality of the data will be maintained by not identifying the participants or the

names of the firms in any reports generated from the data. Instead, Pseudonyms will be assigned

to each participant and firm. Senior and middle managers will sign consent forms authorizing

them to participate in the study. The forms state that by anonymizing the participants and firms,

the confidentiality of each participant will be ensured.

Methods for storing and securing study/biological data.

Electronic files and password-protected devices will be used to store research records.

Recordings from online conferencing modalities for interview sessions, if used, will be password

protected via cloud storage. Face-to-face interviews will take place within Business Process

Outsourcing firms in a private and secure setting.

Methods for protecting participants’ confidentiality (not applicable for waiver Application)

Pseudonyms will be used to protect participants' confidentiality. The names of the

participants and the firm used in the study will be pseudonymized. Furthermore, their names will
not appear on the transcripts or field notes generated by the study. Signed consent forms will be

used to confirm the researcher's commitment to participant confidentiality.

Risk/Benefit

This research will contribute to the homily industry leaders' perception of job readiness.

Hopefully, industry leaders at both the macro and micro levels, administrators and policymakers

can gather useful data to guide job readiness planning and delivery. There are no reasonably

foreseeable or anticipated risks to participating in the study. However, there may be unknown

risks that the researcher did not anticipate. The advantages of participating in the study include

the provision of relevant literature on industry leaders' perceptions of job readiness in BPOs in

central Jamaica.

Indicate what is the level of risk associated with this research.

No more than minimal risk

Please describe risk, discomfort (physical/psychological), inconvenience, side effects, and

financial costs to participants (include measures to mitigate these risks/discomforts)

NONE

Indicate direct benefits to participants (not applicable for Waiver Applications)

The constructivist approach of meaning making and reflection evident in the

constructivist approach and embedded in the exploratory nature of qualitative research will

benefit senior and middle managers participating in this study. Participants will reflect on their

role as industry leaders and how they will use the information to develop policies, recruit, and

onboard new employees, and provide on-the-job training. These advantages will be realized
during the semi-structured interviews, as participants will receive the research findings to

review for accuracy and at the conclusion of the research when the final report is produced.

Impacts of the study on human groups that are not participants in the study

(positive/negative, where applicable)

NOT APPLICABLE

Impacts of the study on the environment (positive/negative, where applicable)

NOT APPLICABLE

Impacts of the study on the environment (positive/negative, where applicable)

NOT APPLICABLE

Compensation for participants: including payments or payments in kind.

NOT APPLICABLE

Informed Consent

SEE APPEDIX 1

Describe the process for informed consent. Indicate if waiver of written consent is
requested with justification or waiver of consent all together with justification.

A consent form will be provided for each selected senior and middle manager to sign and

return before the study can begin. These forms will be issued at the BPOs firms to each

participant. Participants will be encouraged to take the forms home to read on their own, if they

so desire. The forms will be collected at the BPOs firms on an agreed date.
Funding

NOT APPLICABLE

State sources of Funding. Indicate any potential for conflict of interests between
researcher and funder.

NOT APPLICABLE

What is the budget for the study (enter details below)?

NOT APPLICABLE

Or upload a le containing the budget details.

NOT APPLICABLE

Expected outcomes and impact of the study.

This study is expected to provide valuable insights that will have a tangible impact on the

recruitment, training, and development practices in the Central Jamaica BPO sector. It has the

potential to have a positive impact on the industry and the broader regional economy.

How the results will be disseminated?

The results of the study will be captured in a report to be published in completion of a master’s

programme thesis and disseminated electronically through contact with the relevant stakeholders

as well as three BPOs firms’ officials.

How the results will be acted upon for both the participants and the community?

The results will be acted upon through advocacy at the micro level within the BPOs firms.

Limitations
The study's limitations include a lack of significant literature on industry leaders' perceptions of

job readiness in BPOs in central Jamaica. As a result, the researcher believes that if the research

had been conducted across other industries and on a larger geographical scale, there would have

been more credibility and adaptability.