PHILIPPINE LONG DISTANCE TELEPHONE COMPANY

A Kaizen Improvement Plan Paper Presented to

The Faculty of College of Business and Accountancy

Bachelor of Science in Accountancy

National University-Manila

____________________________________

In Partial Fulfillment of the

Final Requirements for the course

Operations Management and Total Quality Management

__________________________

Presented By:

Billojan,Ericka Anne B.

Dumaual,Elena G.

Garin,Christine Gay

Timonera,Aira Katrina

Presented to:

Mrs. Arlene A. San Pablo

Date:

March 9,2021
 A Kaizen Improvement Plan Paper for
Final Requirements

I. Introduction
Putting up a business is not easy. There are a lot of responsibilities that the company
should handle. A healthy business and a goal of a business is not all about aiming higher
profit it is all about how they handle the customers, how they provide their wants, how
they get the full trust and provide customer satisfaction because customers are the source
of success of the business, without them the business will not gain profit, will not be
successful and grow.
Internet is like a life blood of every businesses and every people in this generation
especially in this pandemic to make works easier, faster communication and updates but
there are some issues that some internet providers have complication in providing their
services to the customers and one of this is the PLDT Inc.
According to The Company 2020 “PLDT Inc. (TEL), formerly Philippine Long
Distance Telephone Company, was incorporated on November 28, 1928 following the
merger of four telephone companies under US ownership. In 1967, effective control of
TEL was sold by General Telephone and Electronics Corporation to a group of Filipino
businessmen. Over the period 1998 to 2011.”
PLDT Inc. have a hundred and thousands of users and they are one of the famous
internet providers in the Philippines. There are a lot of issues regarding to this company
in terms of communication or connection towards their customers. There are complaints
because of not prioritizing or entertaining as soon as possible the calls, messages,
concerns of the customer and it takes a weeks or months for them to response. According
to PLDT reviews there are 96% bad reviews that come from their customers and most of
the 96% is all about slow feedback of the company towards the customers.
In this issue has a bad effect for the performance of the company. This is a must. The
company should make a solution to solve this kind of problem. It is important to get back
the trust of the customers and it is very important to meet the customers’ satisfaction
towards the company.

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II. Statement of Purpose

• To increase efficiency and improve services provided to the customers.
• To improve the skill and knowledge of the employees in the company on
how they handle their customer for the customer satisfactory.
• To know if the agent also invest time in learning about the company, their
products, and services on their own.

III.Improvement Scope

A fishbone diagram is a tool we used to clearly see the cause and effect and the
main reasons. This form of diagram is commonly used in product development and
quality improvement. It is usually used to find and fix the causes of process errors or
inefficiency, but it can also be used to help us and to solve a variety business problem.
We found out that PLDT has a poor customer service because PLDT fails to mee
customers’ expectations.

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Existing

Proposed

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IV. PLAN OF ACTIONS

The plan of action as seen in the table below was made based on factors stated
in the improvement scope.
Stages or Phases Actions / Activities Person/s Timetable
Responsible
Plan Customer • Assess whether the Customer service
Service company identifies well all management and
Improvements the customer’s touchpoint representatives 3-5 days
efficiently and whether it is
categorized accordingly
(e.g., billing, fixing technical
issues, inquiries,
upgrades)
• Think of how they will
minimize the time needed
to attend to customer’s
need whether in terms of
increasing personnel,
coordinating them daily,
adding automated
machines etc.

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Managing • They can delegate one All concerning 1-2 days for the
Representative representative per department such delegation of work per
and finding concerning departments so as billing department and 1 week
necessary that transaction will be department, for finding necessary
resources faster rather than one technical resources
representative dealing all department etc.
the concerns then
delegating it one by one Operations
• Find the necessary Department
resources on site and
online to minimize waiting
time and delayed services
(e.g., can use automated
machine on site to avoid
long waiting time or
use autoboot in dealing
problems online)
Equipping • The company can motivate Executive 1-3 days assessing
representatives its employees by giving Compensation each employee's perfor
with right technical them bonus and incentives Committee All mance.
and interaction in terms of their Customer 1 week for seminar and
skills as well as performance. Representatives, training
motivating them • Training and seminars will Technicians, and
employ employees to all other
improve their skills and employees
knowledge such as involve.HR
handling customer’s department
demands, fixing technical
issues as such.

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Monitoring and • The company should give Customer Service Once for every month for
Continuous survey to customers Management the checking, monitoring
Improvement whether they are satisfied (managers and and follow up of
or not. supervisors), all representatives.
• Representatives should employees 1 day after the service
also check, monitor, or involved in has rendered should the
have a constant follow-up customer service. representatives give
to their customers whether survey to the customers.
the job is effectively done
or not. After they have
gathered all information,
they must state conclusion
whether they have
improved the customer’s
satisfaction or not.

V. Desired Outcomes

In this part the researchers will state the desires of the company it will derive
from implementing the said proposals to improve the services that the company
provided.

Decrease complains to solve this, the researcher should implement a strategy to

lessen the complains of every customer. PLDT Corporation will make sure that all the
complains of customers should be answering it one by one. The company are always
ready to answer the complains regarding on the services that the company provided.
Fix as soon as possible the provider should always acts on time. Having a well-trained
employees or workers when dealing to the customers can also contribute effectively to
the improvement of the company. Customer satisfaction is important to meet the
expectation of the customers we need to earn their loyalty and trust to the company.
Good feedback from them really matter to the company and having a good feedback
from the customers will result to increase the profit and reputation of the company.

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VI. Plan Viability

Philippines is known for having a duopoly in terms of telecommunication

dominated by PLDT. Since this is the case, this type of market does not foster competition
also due to lack of government intervention affecting the quality of their services.
However, based on feedbacks from its customers, PLDT is not responding well to the
needs and worries of the customers.

Recalling my experience, I have some good and bad experience in terms of

PLDT’s customer service, but I would only emphasize what I have experienced this
pandemic, especially on my online classes. There are times that our internet connection
is unstable and there is a month that we do not have any internet connection. So, I went
ahead and called PLDT customer care, beside from the long process of clicking what
number should I click press this and that, no customer representative answered my call
and just prompt that I should contact PLDT through the website or messenger. It took
them a week to fix our issue but instead of checking thoroughly they only advise us to just
upgrade our plan. Then considering their advice we decided to upgrade our plan, again it
is hard to be in contact with their representatives since there are lot of customers looking
for them. So, I decided to upgrade our plan through our website and took us a month to
have our plan upgraded.

Since Philippines gains additional telecom market competition and there can be
some new entrants in the future, PLDT should improve its customers service by
identifying its problems. I can say that even though that PLDT somehow improved their
performance these years, we still must catch up because the telecommunication in the
Philippines remains underdeveloped compared to other countries in Asia. According to
statistics Philippines ranked last among the 15 countries in terms of average internet
connection speed (Statistica 2021).

The quality of responding to customer’s needs can be improved by planning

customer service improvements, in this way they can identify why these problems arise
in what areas should they focus. In what was mentioned on the plans of action it is

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important in the planning to assess whether the customer’s touchpoint was categorized
efficiently. If the management still have difficulties of delegating works or concerns, they
must decide whether to add personnel or to improve their technology to become more
efficient. Most importantly, it is important to equip its representatives with right technical
and interaction skills. Since Philippines gains additional telecom market competition and
there can be some new entrants in the future, PLDT should improve its customers service
by identifying its problems. I can say that even though that PLDT somehow improved their
performance these years, we still must catch up because the telecommunication in the
Philippines remains underdeveloped compared to other countries in Asia. According to
statistics Philippines ranked last among the 15 countries in terms of average internet
connection speed (Statistica 2021).

These implementation needs additional cost but nevertheless getting the trust of
your customer and building good image for the company is good especially in this time
that lot of foreign companies wants to enter in our market. The benefit of implementing
this action will be further discussed.

VII. Benefits

Here are the benefits that can be obtain by the company and stakeholders when the
improvements have been made:

• Enhances business reputation - Another benefit of good customer service is that

it improves the company's image. Customers also discuss their interactions with
businesses, especially whether they were unusually good or bad. You are using
the powerful marketing technique known as word-of-mouth ads by providing
excellent customer service. Customers would be happy to tell their friends and
family about how well your company has treated them, resulting in free advertising
for you.
• Business Growth - One of the advantages of excellent customer service is the
ability to expand the business. Rinse and repeat until you have perfected the
product or service, provided excellent customer service, and ensured that the

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internal processes are running smoothly. You will have a plan for expanding your
market. You will understand what your customers want and how to offer it to them
if you have outstanding customer service.
• Better Work environment- When employees are comfortable in their positions,
they become more motivated. Using innovative training techniques such as team
training, job rotation etc., experiences to train agents helps them build a sense of
belonging and understand brand goals. Mentoring is also important for keeping
agents motivated to perform at their highest levels. Employee satisfaction leads to
higher retention rates and a better customer service culture.
• More Customers- Customers who are pleased with the service will tell others
about it by word of mouth or social media feedback. This could boost the
company's market share. Customers who are happy with their service are much
less likely to leave a negative rating.
• More Capital- A company with a good reputation will charge higher prices than a
company with a bad reputation. This is expected to increase the company's
profitability.

VII. Necessary Resources

This is very important for the additional needs for the improvement of the employees
and the system of the company. Here are some necessary resources that are needed:
1. Financial Needs

• there must be enough budget for the preparation in conducting of seminars and
trainings for every employee because there are a lot of expenses to spend such
us, for the foods, venue and by inviting an expert speaker to discuss in the
seminar.
• Additional equipment’s for the operation like computers because there are
newbie or new employee need to hire.

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2. Manpower

• There is lack off employees. The company needs to hire new employees who
have knowledge in this kind of field and who can contribute more for the
improvement of the services that was provided.

3. System

• To be inspired, boost the energy of every employee and to work better, for every
achievement of every employee there must be a reward and appreciation that
was given to them and for the employees who are still improving motivate them
for them to become better. “Positive working environment will affect the
performance of the employees in dealing with the customers in a good, energetic
and inspiring way”.

4. Time

• In every plan there must be a timeline to achieve, so that there will be a basis on
what to do for the improvement of the service or operation inside the company.
Time management is very important. It will apply to the working environment, to
the employee, everyday operation, and every activity that the company need to
do and the result of the performance of the employees will be more efficient and
effective because every work was divided equally and fairly.

IX. Conclusion

PLDT is one of the famous internet providers around the Philippines but the
problem is that there are a lot of issues and complaints that came from their customers,
in short, they have problem in terms of customer satisfaction. In this case we conclude
that there are lack off, that needs to improve inside the operation and management.

We plan to improve and do our best to provide and satisfy the wants and to bring
back the trust of every customer. By determining the main problem by planning of
customer service improvement and setting goals, after some assessments and identifying

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these problems, we need to establish solution to the problems that faced inside the
company by managing and equipping representatives with the right technical and
interactions skills needed to improve the quality of their service and to find the necessary
sources. As well as focusing on monitoring and continuous improvement. These
mentioned solutions aim to improve the company’s customer satisfaction as well the as
the quality of service provided by its representatives with the help of all the people
involved in the management.

These solution needs additional cost but nevertheless when the expectation and
goals were meet, customers are not only benefited, but the company will also have
benefited by gaining more profits, by changing the mindset of every customer of PLDT in
a positive way and gaining the trust of public especially in this time that lot of foreign
companies wants to enter in our market. As what was mentioned, we still have a lot to
catch up because the telecommunication here in the Philippines remains underdeveloped
compared to other countries, we are still lagging in terms of the quality of our internet
connection.

X. Preparation Made
The researchers need to select a research topic. A topic that companies that
needs an improvement. The professor guides the researchers in helping to select an
appropriate research topic especially which one is for the best topic for the requirements
that will be needed. Ideas that will be given are typically broad suggestions. All topics
that will be given to the researchers may need to be narrowed to make it feasible. The
researchers discuss the possible topics and list an option A to C In case one of the
topics is not feasible. The researchers end up to plan c which is PLDT which the
professor convinced and approved. After knowing the format for the Kaizen Paper, the
leader of the group equally divided each part of the paper. The researchers set a
deadline to finish the paper for it to be ready for the consultation. Right after, the
researchers immediately revised the content of the paper and set again a deadline
before the submission. After the final consultation, 3-5 days before the submission of
the paper 1 member collect all the documents and compile in one document.

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Researchers set a deadline for the final work, researchers made proofread the paper
and make sure everything was organized and concise. Information’s about PLDT are
based on the experiences, feedbacks, and sites of PLDT and combined all the
information’s that the members gather.

XI. Works Cites

• Company Information. (2012a). Philippine Stock Exchange.
https://edge.pse.com.ph/companyInformation/form.do?cmpy_id=6
• Philippines Telecommunications Market. (2020). International Trade
Administration | Trade.Gov. https://www.trade.gov/market-
intelligence/philippines-telecommunications-market
• PLDT is rated “Bad” with 1.1 / 5 on. (2021, March 3). Trustpilot.
https://www.trustpilot.com/review/pldt.com
• Rosbo, S. (2020). Philippines - Telecoms, Mobile and Broadband - Statistics and
Analyses - BuddeComm. Paul Budde Communication Pty. Ltd. shorturl.at/cgAO2
• Statista. (2020, July 22). APAC: average internet connection speed in selected
countries 2017. https://www.statista.com/statistics/381388/asia-average-internet-
connection-speed-by-country/

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