Business Process Outsourcing in the Philippines

Only available on StudyMode
  • Topic: Outsourcing, Call center industry in the Philippines, Business process outsourcing
  • Pages : 12 (4014 words )
  • Download(s) : 103
  • Published : November 24, 2012
Open Document
Text Preview
CHAPTER 1 THE PROBLEM AND ITS SCOPE INTRODUCTION

Rationale of the Study
Paternalistic management approach is a father-like treatment but gives a certain amount of freedom. It is a type of leadership style that focuses more on the welfare of patients but gives a firm decision for everyone. It is a modification of an autocratic management yet it provides patients feedback. A typical paternalistic management approach gives exact details as to why there are certain actions to be taken in managing patients in a certain way. It has been practiced for so many years by many medical professions. Although, this approach still finds an opposition, it continued to thrive as an effective approach in dealing with some difficult patients. Most Filipino workers find a Business Process Outsourcing (BPO) company as a source of income in today’s century. The Business Process Outsourcing (BPO) company hires call center agents in the local area. The nature of their work is taking calls from the clients and providing information to the consumers. It is a high paying job with health insurance and benefits. Some people chose this kind of work even though it has some disadvantages. Call center agents encountered health problems while working in their designated area. A clinic break is a privilege in some Business Process Outsourcing (BPO) companies. Some call center agents use this clinic break when they are not feeling well. But some of them abuse this privilege just to avoid taking calls or even to avoid going to work. These patients usually complained of being sick or any other illnesses just to be excused from their own work. Company nurses find it quite difficult in handling this kind of condition in the clinic. As a nurse working in a company, one has to do something in making decision for the best interest of the patient and for the productivity of the company. A company nurse must be able to understand the line of work especially in dealing with difficult patients. For instance, in a company, some call center agents are just malingering. Malingering is trying to escape from their work and has to use some means for their own personal benefit. A company nurse must be able to distinguish and find an effective solution to deal with this kind of situation. At times, it is difficult to comprehend the nature of such illness every time a patient complained of being sick. The company nurse has an authority to send home call center agents when they are actually ill. The problem arises when some call center agents pretended they are sick. Thus, a company nurse must assess the patient before the call center agent will be sent home.

The researcher chose to conduct a study about paternalistic management approach of company nurses in a Business Process Outsourcing (BPO) Company. This to determine on how it will help the company nurses in dealing with these patients. The researcher has personal experiences in dealing with malingering patients. The researcher is inquisitive and is willing to learn for the betterment of the welfare of others. Also, the researcher is competent to gather the needed data since she has been working for two consecutive years in a Business Process Outsourcing (BPO) company.

Furthermore, the researcher believed that it is a good thing to cater the needs of everyone regardless if it’s true or not. A good company nurse is willing to serve for whatever purpose it will lead. Malingering is just a tactical method of a patient that is needed to be understood. The need of the patient should be provided since service is the key in nursing. Theoretical Background

This study is anchored on the paternalistic management approach of company nurses in Business Process Outsourcing (BPO) Company. Paternalistic management style
            In a nutshell this management style tells the people what is best for them.  This may...
tracking img