Evaluation of the Business Process

Outsourcing Strand of the TVL Track of

the Senior High School Program of the
University of Makati: Basis for a
Proposed Action Plan
Luis P. Olivar, MAEd
Background of the Study
“ We don’t think that every student
really should go to college. There are
very good programs in the technical
vocational areas or in the area of
middle-level skills, and you get these
jobs when you finish these programs”
- Dr. Patricia Licuanan
Former CHED Commissioner
Why Choose TVL Education ?
1) Employment after Senior High School
2) Not everyone CAN/ WILL go to College
3) Not everyone SHOULD/ WOULD go to College
* “Galing Mo”- IQ
* “Hilig Mo”- EQ
* “Bulsa Mo”

4) Provides our students to work abroad

 Conceptual Framework
Let’s start with the first set of slides
 Statement of the Problem
1). What was the rating of the BPO Components as evaluated by

“
UMak-HSU Administration, BPO Trainers and BPO Trainees ?

2). Were there significant differences in the ratings provided by HSU

Administration, BPO Trainers, and BPO Trainees ?

3). What specific improvements were suggested by HSU

Administration, BPO Trainers, and BPO Trainees ?

4) Based on the results of the study, what action plan could be proposed
to improve the BPO Strand ?
 Methodology
1) Self made questionnaires were distributed to respondents for the
evaluation of the BPO Components of UMak- HSU.

2) Interview guide questions too were formulated for suggestions for

improvement for the BPO Components of UMak- HSU.
 Statistical Treatment of Data
1. Simple Frequency Count
2. Weighted Mean or Average
3. T-test
4. 5- Point Likert’s Scale
Results and Discussions
1). What was the rating of the BPO Components as evaluated
by UMak-HSU Administration, BPO Trainers and BPO Trainees
?
Over-all Ratings as Provided by HSU Administration/BPO Trainers & BPO Trainees

BPO BPO BPO BPO Over-all Over-all

Components HSU Trainers Trainees Trainees Rating Rating
Administrati
on

BPO Mean Scores Description Mean Description Mean Score Description

COMPONENTS Scores

VISION AND 4.42 AVGE 4.34 AVGE 4.38 AVGE

MISSION
BPO 3.98 AGE 4.51 AVGE 4.25 AVGE
CURRICULA
Location, 4.18 AGE 3.75 AGE 3.97 AGE
building &
Facilities

LEGEND AGE- Attained AVGE-

to a Great attained to a
Extent Very Great
Extent
BPO BPO BPO BPO Over-all Over-all
Components HSU Trainers Trainees Trainees Rating Rating
Administration

BPO Mean Scores Description Mean Description Mean Score Description

COMPONENTS Scores

BPO 4.30 AVGE 3.78 AGE 4.04 AGE

Technology
BPO Trainers’ 4.25 AVGE 4.31 AVGE 4.28 AVGE
Level of
Competence

HSU Business 4.25 AVGE

Management

Fund 4.08 AGE

Allocation

LEGEND AGE- Attained AVGE-

to a Great attained to a
Extent Very Great
Extent
Results and Discussions
2). Were there significant differences in the ratings provided by
HSU Administration, BPO Trainers, and BPO Trainees ?
 Summary of the Ratings as Provided by HSU Administration/BPO Trainers & BPO Trainees
BPO MEAN Degree of T RATIO SIGNIFICANCE INTERPRETATION
COMPONENTS Freedom

Mission and
Vision 4.42
• HSU 86 .791 .431 NS
Administration/
BPO Trainers 4.34
• BPO Trainees

BPO Curricula
• HSU
Administration/
BPO Trainers
3.98 86 1.125 .264 NS
• BPO Trainees 4.51
BPO Trainers’ Level
of Competence
• HSU
Administration/ 4.25 86 .942 .942 NS
BPO Trainers 4.31
• BPO Trainees
Summary of the Ratings as Provided by HSU Administration/BPO Trainers & BPO Trainees
BPO COMPONENTS MEAN Degree of T RATIO SIGNIFICANCE INTERPRETATION
Freedom

Location,
Building, and 4.18
Facilities 86 2.449 .016 S
• HSU 3.75
Administration/
BPO Trainers
• BPO Trainees

BPO Technology
• HSU
Administration/
BPO Trainers
4.30 86 2.024 .046 S
• BPO Trainees 3.78
Results and Discussions
3). What specific improvements were suggested by HSU
Administration, BPO Trainers, and BPO Trainees ?
 Summary of the Interviews as Provided by HSU Administration/BPO Trainers & BPO Trainees
BPO COMPONENTS HSU Administration/BPO Trainers BPO Trainees

HSU Vision and Satisfied Satisfied

Mission
BPO Curricula
“There should be standard syllabus for “BPO Training Manuals could be
the BPO Program” helpful to us, students”

BPO Trainers’ satisfied satisfied

Level of
Competency

HSU Business satisfied

Management
 Summary of the Interviews as Provided by HSU Administration/BPO Trainers & BPO Trainees
BPO COMPONENTS HSU Administration/BPO Trainers BPO Trainees
Location, Building “Upgrading/purchasing of facilities “There should be Avaya and
and facilities
such as Avaya and headsets” headsets for us students”

BPO Technology “There should be continuous

monitoring on Umak-HSU websites “UMak website is not updated and
and Students’ online portal” the internet connection should be
fast.”

Fund Allocation “Funding should focus on purchasing

Avaya and headsets for our students”
Results and Discussions
4). Based on the results of the study, what action plan could be
proposed to improve the BPO Strand ?
 Proposed Action Plan for the BPO Strand for UMak-HSU
Location, OBJECTIVE ACTIVITIIES PERSON/S FUND EVIDENCE
Building, & INVOLVED OF
Facilities SUCCESS

1. Headsets To update Draft Researcher

are readily technological Memorandum 100 %
available. advancement of Agreement attendance of
on Avaya and between HSU Dean N/A persons
headset. Avaya and involved in
2. Avaya Plantronics BPO Trainers the MOA
phones are signing.
available Avaya and
Plantronics Donation-in-
Representative kind for
s Avaya and
Plantronics
equipment.
 Proposed Action Plan for the BPO Strand for UMak-HSU
BPO Curricula OBJECTIVE ACTIVITIES PERSON/S FUND EVIDENCE OF
INVOLVED SUCCESS
1.Instructional To produce In-service Researcher
Training training training on Php 100 %
Materials are materials for syllabi and 100.00/ attendance of
included. BPO trainees manual HSU Dean copy persons
and BPO making involved
syllabi for BPO Trainers
2. A syllabus BPO trainers Invite Formulation
that matches in their resource Resource and submission
learner’s level training speaker to Speaker of BPO
of classes. come up Syllabus and
understanding with BPO Training
is included. Syllabus Manuals at the
and end of the
Training session.
Manuals
 Proposed Action Plan for the BPO Strand for UMak-HSU
Fund OBJECTIVE ACTIVITIES PERSON/S FUND EVIDENCE
Allocation INVOLVED OF
SUCCESS
1. HSU To update Create a AdHoc Heightened
department and enlighten committee Committee awareness on
has a HSU who will HSU Dean
the objectives
proposed management update HSU N/A of fund
budget on budget on fund Umak Finance allocation of
approved by allocation. allocation Department Umak- HSU
governing particularly on
body. professional
development
2. HSU allots of staff and
budget for faculty.
professional
development
of faculty and
staff
Conclusions
1. HSU vision & mission, BPO curricula, and business management
were rated attained to a very great extent.

2. HSU fund allocation, location, building & facilities, were rated

attained to a great extent.
Conclusions
3. HSU administration and BPO trainers rated location, building, and
facilities high, but for BPO trainees it was low.

4. HSU administration and BPO trainers rated BPO technology high, but
for BPO trainees it was low.

5. HSU administration and BPO trainers rated fund allocation low.

Recommendations
1. The proposed action plan could be adopted by HSU administration
which addresses the low ratings on the BPO components :
a. BPO curricula
b. BPO technology
c. location, building and facilities
d. fund allocation
Recommendations
2.Future researchers could conduct the same evaluation on the BPO
components of UMak-HSU to monitor its progress and development.
“ Progress is impossible without CHANGE,
and those who cannot change their minds,
cannot change anything”

- George Bernard Shaw