The University of Manila

546 MV Delos Santos St., Sampaloc, Manila

The Assessment of the Training Program for Employees of VXI Business Process Outsourcing

Company

In Partial Fulfillment of the Requirements in Methods, Research

And Technical Writing Bachelor in Science of Accountancy

Submitted by:
Cruz. Audrey Melody B.

Donoso, Charmaine

Famisaran, Erika joy G.

Lao, Miguel Antonio R.

Malaki, Ruelle Crystal D.

Rabino, Laurence R.

Sanchez, Sofia R

Torres, Le-Anne Fe G.

09757659899

(Tuesday and Friday 3:00-4:30 PM)

Submitted to:

Dr. Lourdes D. Sabile

(Professor)

August 7, 2018
 Table of Contents

Title Page ………………………………………………………………………………. i

Acknowledgement …………………………………………………………………… ii

CHAPTER I – Problem and Its Background

Introduction ……………………………………………………..…..

Background of the Study ………………………………………..…

Statement of the Problem………………………….……………….

Assumption…………………………………………………………….

Significance of the Study

Scope and Delimitations of the Study ………………………………….......

Definition of Terms ………………………………………………. …

CHAPTER II – Review of Related Literature and Studies

Foreign Literature ………………………………………………

Local Literature …………………………………………………

CHAPTER III – Research Methodology

Research Design ………………………………………….

The Respondents ………………………………………….

Data Gathering instruments…………………………………

 Validation, Administration, and Retrieval of the Instrument

Statistical Tools …………………………………...

CHAPTER IV – Presentation, Analysis and Interpretation of Data

Presentation of Result

CHAPTER V – Summary of Findings, Conclusion and Recommendation

Summary of Findings ……………………………………………

Matrix of the Study ………………………………………………

Matrix of Action Plan …………………………………………….

BIBLIOGRAPHY ………...………………………………………………

APPENDICES

Appendix A – Letter to the Respondents ……………………………………..

Appendix B – Letter to the Librarian…………………………………………..

 ACKNOWLEDGEMENT

The “SYNTAX” a group of students that was composed with mostly third year

irregular accountancy students. The researcher would like to thank the Lord for his

miraculous gifts of Knowledge, patience, strength to complete this research. Next to that

the researchers would like to thank University of Manila for the opportunity to use our

knowledge to put a research in the history while studying accountancy. Next to families

who support and guide the journey towards great understanding of the knowledge.

Second we send our greatest appreciation to the founders of University of Manila

for thinking the welfare of the students of the future which we claim that we include.

Next is to the faculty and management, especially to Dean Lourdes Sabile and Dean

Alexander Salva for nurturing us and previous generations of great future accountants

that continued the legacy until this day, and so forth. Also, to ourselves for continuing to

prosper even through the challenges given to us. That through this challenges we were

able to learn to cope with the worlds given situations to further pass humanity, not only

dignity and legacy.

Last but not the least, we thank the Almighty God, our families, and friends for

their constant encouragement, guidance, strength and love without which this study

would not be possible.

The Researchers
 CHAPTER I

THE PROBLEM AND ITS BACKGROUND

Introduction

What is a BPO? Business process outsourcing (BPO) is the contracting of non-

primary business activities and functions to a third-party provider. BPO services include

payroll, human resources (HR), accounting and customer/call center relations. BPO

companies perform business processes of another company. Most BPOs perform

customer or technical support and offer voice and non-voice services.

(www.staffvirtual.com/blog/what-is-a-bpo by StaffVirtual, 5th of July, 2018)

But why do companies use a BPO? Companies need business process

outsourcing because of two main reasons: Outsourcing is often far less expensive than

doing the work in-house. The other reason companies outsource to a BPO is because

more often than not the BPO provides a better services. For instance large E-commerce

providers might be superb at creating online platforms and driving traffic, but they aren't

good at all at customer support because they lack people skills. So what do they do?

The best way is to keep core activities in-house and outsource activities they may not

be the best at to BPO’s.

BPOs have a service level agreement or SLA with their customers. This ensures

the quality of work they can provide since this is a clear metrics of their performance.

Usually this is the basis on how they will be paid. They are paid once they meet the set

expectations from their client. This is provided with quality and a quick turnaround time.

Furthermore, BPO’s that take on projects because they are often better at providing this

take on customers who are still growing and therefore need BPO’s that can help them
grow. If you will join these BPOs, you could grow fast from a customer service agent to

a team leader because of the fast paced industry.

Of course, as all services go, there are also some downsides of Business

Process Outsourcing. However most of the cons are far outweighed by the pros. The

cost savings and gains in efficiency are impossible to ignore. (https://vxi.com/about-us/)

by VXI, 5th of July, 2018)

Background of the Study

Training and development for the employees is a subsystem of an organization

and core function of human resource management. It ensures continuous skill

development of employees working in organization and habituates process of learning

for developing knowledge to work. Training and Development is the foundation for

obtaining quality output from employees.

This thesis reports, the findings of a thorough study to assess the employees as

a result of the training and development in VXI, a Business Process Outsourcing (BPO)

Company. Emphasis is placed on the VXI Company’s training and development for its

employees. For the record, VXI, the worldwide leader in customer management

experience, was recently honored at the 11th International ICT Awards held in Manila

on 2017, March 22nd. The company’s Philippines operation was awarded the Best

Contact Center and BPO Company of the Year, and was recognized as an outstanding

company and an inspirational role model for the industry, for the Philippine business

community, and internationally. VXI Philippines was also a top three finalist for Best

Company of the Year and Best Employer of the Year at the awards ceremony that

included the participation of all major IT and BPO service providers in the region.
 To assist in the possible improvement in the human resource management of

BPO companies, we need to understand the impact of training and development for the

employees in a company. The research has incorporated a questionnaire survey to the

employees of VXI Company who had undergone the training and development.

Statement of the Problem

The research study aims to assessment of the training program for employees of

VXI business process outsourcing company specifically, the study sought to answer to

the following questions:

1. What is the demographic profile of the respondents in VXI are in terms of:

1.1 Age

1.2 Civil status

2. How effective is the development and trainings program based on the

assessment of the regular employees in VXI I terms of:

2.1 Positive Reinforcements

2.2 Training

3. How do positive and negative reinforcement effect on the regular employees in

VXI in terms of:

3.1 Knowledge

3.2 Change in Behavior

3.3 Modify Skills

Assumptions

The researchers assume that the employees in the VXI Business Process

Outsourcing Company are being more productive and effective through training and

development program, in their respective corporation.

Training and development basically wants to rely every employee how to become

fully develop in terms of work, this program wants to give general information or

background to the future development they will be facing in.

Training and development goal is not just to give information to the employee but

to provide quality, cost-effective training designed to increase individual and

organizational productivity and enrichment. This program has a simple target to every

employee. It has to ensure that all employees know the basic requirements to conduct

the job efficiently and smoothly. Most training and development programs do not focus

on the leadership development program.

In order to develop an effective employee training and development series, it is

important to remember that they are not just meant to teach a specific skill or set of

skills. They are also designed to expand their personnel’s qualifications, so that they will

be able to perform more advanced task and duties.

Significance of the Study

This study will be valuable and significant to employees, students, managements

and future researchers.

Employees: The information presented will enable them to act accordingly in the

training and development practices because as early as now, through this research

study, they will be able to see the perception, benefit, importance of training in the
organization. The study can help them to increase their knowledge and skills whereas

organizational development.

Students: The learning would give the researcher another view of the practical

world on continuing education to further cope with changes and betterments. That

diploma would just start another world of learning and self actualization.

Management: The output of this study can be used by the management for

understanding the perception of the employees in Training and Development. The

management may gain additional knowledge regarding training services and strategic

goals.

Future Researcher: The findings of this study will serve as a reference and

good source of information for the future researcher. This study may be one of the

bases that a new theory in learning will arise.

Scope and Delimitations of the Study

This study was conducted at VXI (Business Process Outsourcing Company)

located at L3 Walter Mart Munoz , EDSA, Veterans Village , Bungad ,Quezon City, for

the reason of; it is one of the leading BPO Company in the Philippines. The researchers

chose selected regular employees in a production department because it is suitable to

the study that the researchers conducting about training and development of

employees. The study considers the demographic profile: age, gender and civil status.

Each of the respondents is given a questionnaire to answer. The respondents selected

through convenience sampling method that are available for the study.

In order to assure the manageability of the collected data, the questionnaire

would be only ranking or rating. The study only covers about the Assessment of the
employees on the result of training and development program to the selected regular

employees of XVI: basis for enhancement of efficiency and effectiveness. The

researchers include additional interview exclusive for 50 regular employees with higher

positions. Open-ended questions were used to have a better and clearer understanding

on perception on training and development program.

Definition of Terms

Development - is the growth of something such as a business or an industry,

Concerned with organizational activity aimed at bettering the job performance of

individuals and groups in an organizational setting.

Training - organized activity aimed at imparting information and/or instructions to

improve the recipient's performance or to help him or her attain a required level of

knowledge or skill.

Perception- the way you think about or understand someone or something.

Knowledge - the fact or condition of having information or of being learned.

Change behavior- assessing behavior involves observing whether the trainees applied

what they have learned.

Positive Reinforcement- is the addition of a reward following a desired behavior.

Modify skills- a particular combination of skills that a person has developed, especially

ones that can be used in a job.

Business Process Outsourcing (BPO) - is a subset of outsourcing that involves

contracting the operations and responsibilities for a particular business process to a

third-party service provider.

Outsourcing - is a business practice in which a company hires another company or an

individual to perform tasks, handle operations or provide services that are either usually

executed or had previously been done by the company's own employees.

CHAPTER II

REVIEW OF RELATED LITERATURE AND STUDIES

This chapter contains the presentation of ideas and concepts related to the

researchers chosen study gathered from different sources including books, periodicals

and related thesis or researches. Concepts and ideas will synthesize at the end of the

chapter.

Foreign Literature

According to Goldstein and Ford (2010) Positive reinforcement occurs when

behavior is followed by a reward, which increases the probability that the behavior will

be repeated. As a learning mechanism, positive reinforcement is useful in pointing out

training or job incumbent demonstrates the correct behaviors and skills. Reinforcement

is generally most effective when it occurs immediately after a task has been completed
or performs. Rewards that positively reinforce desired behavior can range from praise

from a supervisor, peer, or trainer to gifts, cash bonuses, attention, recognition, and

career opportunities. For example, a trainer can praise trainees who effectively

demonstrate the skill they were just taught. Employers can provide positive

reinforcement by offering career opportunities to employees who engaged in training

and development program. Reinforcement theory suggests that trainers and supervisors

can best enhanced learning and transfer of knowledge and skills by identifying what

rewards or outcomes the learners find most positive.

According to Ivancevich et al. (2014) Negative reinforcement refers to an

increase in the frequency of a response following a removal of the negative reinforce

immediately after the response. As an example, exerting high degrees of effort to

complete a job maybe negatively reinforced by not having to listen to the nagging boss

(undesirable). That is completing the job though increase effort (behavior) from a

superior.

According to Isyaku (2013) the continuous changing scenario of business world,

training is an effective measure use by employers to supplement employee’s

knowledge, skills and behavior. The process of training and development is a

continuous one. It is an avenue to acquire more and new knowledge and develop

further the skills and techniques to function effectively. Seyler et al. (2013. According to

Armstrong (2013) training is a systematic development of the knowledge, skills and

attitudes required by an individual to perform adequately a given task or job.

According to Flippo (2013), training is the act of increasing knowledge and skills

of an employee for doing a particular job.

 According to Hesseling (2013) Training is a sequence experiences or

opportunities designed to modify behavior in order to attain a stated objective. The

purposes of learning from the employee perspective are basically to acquire skills and

knowledge to do the job and to gain promotion and advance career. In facilitating career

changes, training and development also caters for the personal and professional

developments of the employees. Learning can be defined as knowledge obtains by self-

directed study, experience, or both; the art of acquiring knowledge, skills, competencies,

attitudes, and ideas retained and used; or a change of behavior through experience

Maycunich (2013).

According to Stavrou (2013) Training improves a person’s skills at a task.

Training helps in socially, intellectually and mentally developing an employee, which is

very essential in facilitating not only the level of productivity but also the development of

personnel in any organization. Oatey (2013) The main goal of training is to provide,

obtain and improve the necessary skills in order to help organizations achieve their

goals and create competitive advantage by adding value to their key resources like

manager.

According to Beebe et al. (2013) when the word development is linked to the

word training, it suggests that training is designed to achieve a broader function than

just performing a specific skill. Training and development suggest that the goal of the

training is to facilitate the transformation of the organization to bring about positive

change not just for one person, but to have a larger impact on the organization.
Local Literature

According to Jared Morrison, Executive Vice President and Country Manager of

VXI, said the company remains proud of its role as a significant player in the global BPO

industry and development of local talent so they can shine on the world stage. “It’s a

tough competition out there when it comes to employee retention and we’re glad that

VXI employees in the Philippines continue to stick with us because of our passion for

people. We are glad that they continue to rise and do outstanding work compared to

other countries. We know that Filipinos are better performers, which explains why the

Philippines continue to be a top player in the global BPO space,” explains Morrison in

his opening speech.

According to the keynote speaker Maria Leonor “Leni” Robredo, Vice President

of the Republic of the Philippines, lauded VXI for its continued expansion and for its

contributions to employment and the growth of the BPO industry in the country. “I

applaud that you not only provide jobs for thousands of our countrymen but you have

proven exemplary in taking care of them,” the Vice President noted.

According to Carl Rogel Inocentes of Manila Bulletin Techno News a positive first

experience may encourage them to see their application through all the way to

employment, and hopefully, long work tenure. VXI Philippines (VXIPH) was awarded the

Best Contact Center and BPO Company of the Year and was among the top three

finalists for Best Company of the Year and Best Employer of the Year at the 11th

International ICT Awards held at the Marriot Grand Ballroom on March 22, 2017.

The 11th International ICT Awards lauds the excellence and the achievements of

organizations based in the Philippines that put the country on the global map of IT-BPM
industry. VXi PH is consistently being hailed as one of the best places to work in the

Philippines and as the provider of choice in the BPO industry.

Beliefs of VXI PH as a company that is promoting Training and Development for

its workers or as they see it FAMILY. Not just in Seminars and Workshop but also to

their working Environment.

INVENTIVENESS - We believe in the power of curiosity and proactive exploration to

find the greatest potential of an idea or support solution-we never stop asking if things

can be better.

WE ROLL UP OUR SLEEVES - We’re not a transactional service provider. We prefer to

work as an extension of our clients’ teams and really get our hands dirty. Some of our

best ideas are born in the trenches.

WE’RE FOCUSED WE KEEP IT SIMPLE - for you and your customers. Our engineers

are our core problem solvers. We connect the dots for our clients, finding value in

places that others cannot.

INTEGRITY - In each interaction whether it be with clients or with our peers-we are

honest, accountable and manage expectations to foster a positive and productive work

environment.

EXCELLENCE - From how we develop our talent to how we push ourselves to provide

the best, most innovative products and reliable support, we constantly set the industry

standard.
AGILITY - We’re receptive and responsive to ever changing markets, technologies and

customer desires, and possess the flexibility to scale from start-up to enterprise-sized

challenges.

TEAMWORK - We value close collaboration among our diverse set of talents and

perspectives, and encourage respectful debate in pursuit of a common goal.

CHAPTER III

RESEARCH METHODOLOGY

This chapter deals with the research design, the respondents, the formulation

and the validation of the data gathering instruments and the statistical tools used in

analyzing the data.

The methods of research should emphasize the creativity of the work-based

research project’s design. The methods include the development of activities that takes

place while carrying out the research and can include the process of change in day-to-

day professional practice following the completion of the research.

Research Design

The research study used the descriptive method of research. As described, as

descriptive qualitative research includes all studies that attempt to present facts

regarding the result of training and development. This was deemed appropriate by the

researcher because the present study deals with the assessment of employees of

business process outsourcing company as Fox explained:

...the descriptive method emphasizes the present studies of the phenomena, described

a current situation, determines the nature of the prevailing condition of practices and

seeks accurate description of activities, objects, persons and processes.

The Respondents

There are 50 respondents taken from several teams of VXII. 40 of the

respondents are call center agents and 10 of them are from the upper management.

Data Gathering Instruments

Survey questioners were used in getting the profile of the respondents age,

gender, and, civil status; in assessing the effectively of developments and trainings; and

effect of positive and negative reinforcements on agents and upper management. After

the validation of the final questionnaire the researcher will then request permission from

the VXI BUSINESS OUTSOURCING COMPANY to conduct, the survey where

questionnaire will be distributed to sample respondents.

The respondent’s will be given enough time to answer the questionnaires and

then the researcher will be collecting the accomplished questionnaire on that day. The

data gathered will be tabulated and analyzed for the final interpretation of the result of

the research study.

Validation, Administration, and Retrieval of Instrument

Survey questionnaire was the main data gathering instrument used in the study.

The questions were crafted by the researchers with the guidance of the Dean and the

Research Adviser. For the validation of the questionnaire, 5 upper management

employees of VXi business outsourcing company who were not submitted for approval

to the research adviser and Dean of the Undergraduate School. Copies of the survey
questionnaire were distributed to the respondents. There was 100 percent retrieval of

the accomplished questionnaires.

The study made use of the Likert Rating where following description and values

are used:

For the assessment of the questionnaire: “How effective is the development trainings

program based on the assessment of the regular employees in VXI?” the following

presents the description and the rating scale:

Highly Effective (HE) -----------------------5.0

Effective (E) --------------------------------4.0

Neither (N) --------------------------------3.0

Ineffective (IE) -----------------------------2.0

Highly Ineffective (HI) ---------------------1.0

For the questionnaire: What are the suggestions of the regular employees of VXI in

terms of Positive and Negative Reinforcement where it has to be rank from 1 to 3.

3 is being the highest while 1 is the lowest

Statistical Tools

The statistical tools used are the frequency and percentage distribution and the

average weighted mean. The formula of the percentage is as follows:

P = f/n x 100

Where:

P = refers to percentage
 f = refers to frequency

n = refers to the total number of population

The formula of the average weighted mean is as follows:

The formula in finding the weighted arithmetic mean of foregoing data is:

𝑓₁𝑥₁+𝑓₂𝑥₂+𝑓₃𝑥₃+𝑓𝑥+𝑓𝑥
𝑥̅ =
𝑓₁+𝑓₂+𝑓₂+𝑓+𝑓

This formula is written simply as:

∑ 𝑓𝑥
𝑥̅ =
∑𝑓

Where: 𝑥̅ = Weighted arithmetic mean

∑ 𝑓𝑥 = Sum of all the product of f and x where f is the frequency of

each score and x, weight of each score

∑ 𝑓 = Sum of all the respondents tested

 Questionnaire

The Assessment of the Training Program for Employees of VXI Business Process

Outsourcing Company

Instruction: Kindly answer the question correctly. Put a check (√) on the box that suits

your best answer.

Name (Optional): _______________________________________________

1.1 Age: 19-25 years old 26-30 years old 31and above

1.2 Civil Status: : Single Legally Separated Married Widow

Direction: Below are the possible assessments of the employees of the training and

development program among selected regular employees in VXI Business Process

Outsourcing Company: basis for enhancement of efficiency and effectiveness. Kindly

put a check (√) under the column after each item which corresponds to your answer.

Please do not leave a number unanswered.

Scale Description

5 Highly Effective

4 Effective

3 Neither

2 Ineffective

1 Highly Ineffective
 Part II. How training program benefits the regular employees in VXI in terms of:

2.1 Knowledge 5 4 3 2 1

2.1.1 The employee learn to cope from their difficulties

when it comes to work

2.1.2 Training and development strengthen creative

thinking of the employee

2.1.3 The employees learn new things about assigned

job in their workplace

2.2 Change Behavior

2.2.1 Through training the disciplinary action of the

employees will be effective.

2.2.2 Strictly implementing of rules and regulations of

the management improved employees to be effective

in the workplace

2.2.3 Employee boost their confidence through

training and development

2.3 Modify Skills

2.3.1 Employees develop their skills to increase the

productivity of their performance through training

2.3.2 Through training and development the

 employees motivate to shown up their capability to

perform their assigned task

2.3.3 Written guidelines of the organization acquire

employee’s new skills to be flexible in different tasks.

Direction: Kindly rank the following recommendation from 1-3 on the lines provided. 3

is being the highest, while 1 is the lowest.

Part III: What are the suggestions of the regular employees of VXI in terms of:

3.1 Positive Reinforcement

___3.1.1. The top management should recognize the employee who excels in their

respective are of responsibility.

___3.1.2. High performing employees should be given incentives.

___3.1.3. Due to employees with no absences, the management should give benefits to

maintain the positive attitude of the employees.

3.2 Training

___3.2.1 Conducting training should be twice a year.

___3.2.2 Providing attention in training and development should be supported by the top

management.

___3.2.3 The management should give knowledgeable training and development program

that is related to their certain job.

 CHAPTER IV
PRESENTATION, ANALYSIS AND INTERPRETATION OF DATA
This chapter shall present all the data gathered for the purpose of this study.

There were a total of 50 respondents of this study; all are regular employees of VXI.

Respondents were asked to answer a survey questionnaire on their assessment on

positive reinforcement, and training & development.

Data shall be presented in five major parts: (1) the demographic profile of

respondents; (2) perceived benefits of training & development; and (3) the

recommendations of the respondents regarding positive reinforcement, and training and

development.
Presentation of Results
1. What is the demographic profile of the respondents according to:
1.1 Age
Table 1.1
The Frequency and Percentage of the Respondents According to Age
Age of Respondents Frequency Percentage
19-25 16 32
26-30 19 38
31 and above 15 30
Total 50 100

Table 1.1 shows that 16 respondents out of a total 50 are 19-25 years old, which
is 32% of the total number of respondents. Nineteen (19) respondents are 26-30 years
old, which is 38%. Majority of the respondents belong to the age bracket of 26-30 years
old. And there are 15 respondents who are 31 years old and above, which is 30% of the
total.

1.2 Civil Status

Table 1.2
The Frequency and Percentage of the Respondents According to Their Civil
Status
Civil Status Frequency Percentage
Single 27 54
Married 23 46
Legally Separated 0 0
Widow 0 0
Total 50 100

Table 1.2 presents the frequency and percentage of the respondents according
to their civil status. Twenty-seven (27) out of 50 respondents are single, majority of the
respondents belong to this bracket, which is 54% of the total; 23 of them are married,
which is 46% of the total.
 2. How training programs benefits the regular employees in VXI in terms of:
Table 2
TOPICS HIGHLY EFFECTIVE NEITHER INEFFECTIVE HIGHLY AVERAGE INTERP
EFFECTIVE (E) (N) (IE) INEFFECTIVE WEIGHTED RETATI
(HE) (HI) MEAN ON
5 4 3 2 1
2.1 Knowledge: F fx f fx f fx f fx f Fx
The employees 36 180 13 52 1 3 0 0 0 0 4.70 HE
learn to cope from
their difficulties
when it comes to
work.
Training and 36 180 13 52 1 3 0 0 0 0 4.70 HE
development
strengthen creative
thinking of the
employee.
The employees 34 170 14 56 2 6 0 0 0 0 4.64 HE
learn new things
about assigned job
in their workplace.
Total AWM 4.68 HE

Table 2 illustrates the Knowledge of Selected Regular Employees in VXI

Business Process Outsourcing Company. Respondents agreed that the employees

learned to cope from their difficulties when it comes to work and training and

development strengthen creative thinking of the employees with the highest weighted

mean value of 4.70 which is Highly Effective. The average weighted mean is 4.68 which

is Highly Effective

According to Corpuz (2014) Knowledge command of a body of facts required to

do a job. Knowledge is broader than skill; it represents the intellectual context within

which person performs.

 Table 3
TOPICS HIGHLY EFFECTIVE NEITHER INEFFECTIVE HIGHLY AVERAGE INTERP
EFFECTIVE (E) (N) (IE) INEFFECTIVE WEIGHTED RETATI
(HE) (HI) MEAN ON
5 4 3 2 1
2.2 Change f fx f fx f fx f Fx
F fx
Behavior:
Through training 30 150 14 56 3 9 2 4 1 1 4.40 HE
the disciplinary
action of the
employees will be
effective.
Strictly 28 140 19 76 2 6 1 2 0 0 4.48 HE
implementing of
rules and
regulations of the
management
improved
employees to be
effective in the
workplace.
Employees boost 27 135 21 84 2 6 0 0 0 0 4.50 HE
their confidence
through training
and development.
Total AWM 4.46 HE

Table 3 illustrates the Change Behavior of Selected Regular Employees in VXI

Business Process Outsourcing Company. Respondents agreed that employees boost

their confidence through training and development with the highest weighted mean

value of 4.48 which is Highly Effective. The average weighted mean is 4.46 which is

Highly Effective

According to Olubukunola (2015) the employee’s behavior is evaluated based

on the training program received, by looking at how the skills and information gained is

applied on the job through the employee’s behavior.

 Table 4

TOPICS HIGHLY EFFECTIVE NEITHER INEFFECTIVE HIGHLY AVERAGE INTERP

EFFECTIVE (E) (N) (IE) INEFFECTIVE WEIGHTED RETATI
(HE) (HI) MEAN ON
5 4 3 2 1
2.3 Modify Skills: F fx f fx f fx f fx f Fx
Employees develop 33 165 16 64 1 3 0 0 0 0 4.64 HE
their skills to
increase the
productivity of their
performance
through training.
Through training 36 180 13 52 1 3 0 0 0 0 4.70 HE
and development
the employees
motivate to shown
up their capability
to perform their
assigned task.
Written guidelines 40 200 8 32 2 6 0 0 0 0 4.76 HE
of the organization
acquire employee’s
new skills to be
flexible in different
tasks.
Total AWM 4.70 HE

Table 4 illustrates the Modifying Skills of Selected Regular Employees in VXI

Business Process Outsourcing Compony. Respondents agreed that written guidelines of

the organization acquire employee’s new skills to be flexible in different tasks. with the highest

weighted mean value of 4.76 which is Highly Effective. The average weighted mean is

4.70 which is Highly Effective

According to Huselid et al. (2015).The employee performance that is achieved

through training refers to continuous improvements in knowledge, skills and abilities to

carry out duties as it relates to work, and hence achieve more employee commitment

towards the organizational goals.

3. What are the suggestions of the regular employees of VXI in terms of:
 Table 5

TOPICS 3 2 1 AVE. RANK

3.1 Positive Reinforcement F fx f Fx f fx
The top management should recognize 32 96 12 24 6 6 2.46 2nd
the employee who excels in their
respective are of responsibility.

High performing employees should be 33 99 8 16 9 9 2.48 3rd

given incentives.

Due to employees with no absences, the 34 102 12 24 4 4 2.60 1st

management should give benefits to
maintain the positive attitude of the
employees.
Total AWM 2.51

Table 5 illustrates the respondents’ ranking of their suggestions on the result of

training and development in terms of positive reinforcement. The selected respondents

ranked first the “The top management should recognize the employee who excels in

their respective area of responsibility” Followed by “Due to none of absenteeism, the

management should give benefits to maintain the positive attitude of the

employees.”And least priority of High performing employees should be rewarded”.

According to Wei and Yazdanifard (2014) Positive reinforcement is a technique

to elicit and to strengthen new behaviors by adding rewards and incentives instead of

eliminating benefits.

Table 6

TOPICS 3 2 1 AVE. RANK

3.2 Training F fx f Fx f fx
Conducting training should be twice a 21 63 8 16 21 21 2.00 3rd
year.
Providing attention in training and 39 117 9 18 2 2 2.74 1st
development should be supported by the
top management.
The management should give 37 111 10 20 3 3 2.68 2nd
knowledgeable training and development
program that is related to their certain
job.
Total AWM 2.51

Table 6 illustrates the respondents’ ranking of their suggestions on the result of

training and development in terms of training. The selected respondents ranked first the

“Providing attention in training and development should be supported by the top

management.” Followed by “The management should give knowledgeable training and

development program that is related to their certain job.”

And least priority of “Conducting training should be twice a year.”

According to Ortigas (2012) define training as a systematic acquisition of skills,

rules and concepts and the formation of attitudes and values that result in improved

performance in various work environment.

CHAPTER 5

Summary of Findings, Conclusions and Recommendations

Summary of Findings

This chapter deals with the summary of results from the previous chapter. This

will also answer the questions laid from the start of the research; this also provides

recommendation which is extract from the results of the survey

The paper is tempted to determine the Assessment of the Training Program for

employees of VXI Business Process Outsourcing Company to the selected regular

employees.

This research used the statistical treatment to answer the questionnaire raised

based from the result of the survey. The research findings are the following:

Problem 1: What is the demographic profile of the respondents in terms of Age

and Civil Status?

Majority of the respondents with the mean age 26-30, which is compose of

38%, followed by 19-25 years old which is composed of 32%, and followed by 31

years old and above which is composed of 30%. Most of the respondents are

single which is composed of 46% and the legally separated and widow has no

respondents.

After the studies we have conducted, we concluded that;

Problem 2: How training and development benefits the regular employees in VXI

in terms of:

Problem 2.1 Knowledge:

1. The employees learned to cope from their difficulties when it comes to work has

a range of 4.70 with an interpretation of highly effective.

 2. The respondents strengthen creative thinking through training and development

has a range of 4.70 with an interpretation of highly effective.

3. The employees learned new thing about assign job in their workplace has a

range of 4.64 with an interpretation of highly effective.

Problem 2.2 Change Behavior:

1. The respondent disciplinary action will be effective through training has a range

of 4.40 with an interpretation of highly effective.

2. Strictly implementing of rules and regulations of the management improved

employees to be effective in the workplace has a range of 4.48 with an

interpretation of highly effective.

3. Employees boost their confidence through training and development has a

range of 4.50 with an interpretation of highly effective.

Problem 3.3 Modify Skills

1. The respondents develop their skills through training to increase the productivity

of their performance has a range of 4.64 with an interpretation of highly effective.

2. The respondents motivate to shown up their capability to perform their assigned

task through training and development has a range of 4.70 with an interpretation

of highly effective.

3. The respondents written guidelines in the workplace acquire new skills to be

flexible in different tasks has a range of 4.76 with an interpretation of highly

effective.

Problem 3: What are the suggestions of the regular employees in terms of:
Problem 3.1 Positive Reinforcement:

1. The top management should recognize the employee who excels in their

respective area of responsibility which is rank 2.

2. High performing employees should be rewarded which is rank 3.

3. Due to none of absenteeism, the management should give benefits to maintain

the positive attitude of the employees which is rank 1.

Problem 3.2 Training:

1. Conducting training should be twice a year which is rank 3.

2. Providing attention in training and development should be supported by the top

management which is rank 1.

3. The management should give knowledgeable training and development program

that is related to their certain job which is rank 2.

Statement of the Problem, Conclusion, Recommendation and Action Plan

Statement of the Problem
1.What is the Demographic
Profile of the Respondents in
terms of :
 Age
 Civil Status
Conclusion Recommendation
 Most of the respondents
are 26-30 years old we
conclude that they are
highly effective working
in their assigned job
because the
management values the
 loyalty of the employees.
 Majority of the
respondents are single
which is 54% we
conclude that the
employees need to
improve their standard of
living while they are still
single.
2. How training and  The respondents agree  The management
development benefits the that the employees should conduct a
regular employees in PMFTC in learned new things counseling on how
terms of: about assigned job in to cope and learned
2.1 Knowledge their workplace with the from difficulties in
weighted mean 4.64 the workplace to be
which means that for the above to learned
respondents are must from their own
learned to cope first the experiences
difficulties in the
workplace to the guide of
the training and
development before
employees learned new
things about their
assigned job.

2.2 Change Behavior  The lowest weighted  VXI Business

mean that the through Process Outsourcing
training the disciplinary Company should
action of the employees minimize their
will be effective with the employees by
weighted mean of 4.40 boosting their
which means that the confidence through
disciplinary action of the training and
employees through development.
training is not as
effective instead it must
applicable to them to
boost there confidence
through training and
development.

2.3 Modify Skills  The lowest weighted  VXI Business

mean that the Process Outsourcing
respondent answer that Company should
employees develop their provide consistent
 skills to increase the training program to
productivity of their the employees to
performance through develop their skills to
training with the increase the
weighted mean of 4.64 productivity of their
guidelines of which performance.
means that through
written guidelines
employees acquire new
skills to be flexible in
different tasks.

3.What are the suggestions of

the regular employees of VXI
in terms of:

3.1Positive reinforcement  The lowest weighted  The management

mean that the should give proper
respondent answer incentives to the
that high performing employees once
employees should be they accomplished
rewarded with the their work, despite
weighted mean of of the distractions
2.46 which means around them they
that the employees are able to do the
eagerness recognize assigned job to
and promoted as them
possible rather than
waiting for the
benefits that they
deserved.

3.2Training  The lowest ranked that  The employees

the respondents answer should orient by the
that conducting should be management about
twice a year with the the purpose and
weighted mean of 2.00 advantage of
which means that the conducting
employees are satisfied. retraining to the
employees to be
more productive in
their job.
 BIBLIOGRAPHY

1. Landy. F.J. (2010).An Introduction to Industrial and Organizational Psychology.

Retrieved from

https://books.google.com.ph/books?id=1K1rnp9uAscC&amp%3Bpg=PA323&amp%3Bl

pg=PA323&amp%3Bdq=reinfo p.323

2. Ivancevich et al. (2014).A literature review on training and development and quality of

work life. Journal of Arts, Science & Commerce. 4 (2). Retrieved from

http://www.researchersworld.com/vol4/issue2/Paper_20.pdf

3. Isyaku. (2013). A literature review on training and development and quality of work

life. Journal of Arts, Science & Commerce.4 (2).Retrieved

fromhttp://www.researchersworld.com/vol4/issue2/Paper_20.pdf

4. Hesseling. (2013).A literature review on training and development and quality of work

life. Journal of Arts, Science & Commerce.4 (2). Retrieved from

http://www.researchersworld.com/vol4/issue2/Paper_20.pdf
5. Stavrou. (2013).A literature review on training and development and quality of work

life. Journal of Arts, Science & Commerce.4 (2). Retrieved from

http://www.researchersworld.com/vol4/issue2/Paper_20.pdf

6. Beebe et al (2013).Training and development for success. Texas State University,

Pearson publishing.

7From Manila Bulletin Techno News

(1)https://technology.mb.com.ph/2017/04/19/another-great-success-story-for-vxi-ph/

(2) https://technology.mb.com.ph/2018/05/22/vxi-global-solutions-opens-9th-facility-in-

the-philippines/

8. From VXI PH themselves https://vxi.com/about-us/