Institutionalizing focus group discussions (FGDs) in DBP to measure customer satisfaction /
Espartero, Mamerto E., Jr.
Institutionalizing focus group discussions (FGDs) in DBP to measure customer satisfaction / Mamerto E. Espartero, Jr. - 100 leaves : illustrations
Public Management Development Program.
As part of the completion requirements for the Public Management Development Program (PMDP, the Project proponent, Mr. Mamerto E. Espartero Jr., purposes to institutionalize the conduct of focus group (FGD) as one of the methods for gathering customer feedback and measuring customer satisfaction in the remittance services of the Development Bank of the Philippines. This includes the deicing and conduct of the least one FGD to determine the proper application the methodology and the feasibility of its obtaining substantial client feedback which would otherwise not be obtained. Presently, DBP gathers client feedback through survey forms administered for the Bank's frontline offices including remittance operations. The project has identified several limitations of the survey as a methodology for the purposes of gathering feedback for remittance services. It is perceived that the method does not accurately capture the true sentiments of DBP's remittance services. It is perceived that the method does not accurately capture the true sentiments of DBP's remittance client base. It also does not give information about what clients require from the remittance process such that improvements can be done on it. formation on other needs of the clients which can be used to design additional services, are also not included in the surveys. IT is thought that face discussions with the clients of remittance operations regarding how they feel are being served, their service requirements, and any other needs which the Bank may address, would be an additional and possibly better option. The Project is therefore looking at the FGD methodology as the alternative. The project is made up of a two fold set of objectives, namely; (1) Design and conduct of a focus group discussion for clients of the remittance process, a (2) Training of the identified DBP personnel on the conduct of an FGD for process improvement. The project recognizes FGD skills building, internal to DBP, as an integral component of its design. Hence established need to secure consultancy service of an FGD methodology as the alternative. The project is made up of a two-fold set of objectives, namely: (1) Design and conduct of a focus group discussion for clients of the remittance process, and (2) training of identified DBP personnel on the conduct of an FGD for process improvement. The project recognizes FGD skills building, internal to DBP, as an integral component of its design. Hence the established need to secure consultancy service of an FGD expert, as a strategy to ensure technology transfer to the project proponent and selected DBP employees. The training objectives were achieved for both content (focus group discussion, topic, breadth and depth of discussion, etc.) and process (how to facilitate an FGD). For the FGD's pilot implementation covering remittance operations, feedback from OFW or remitters with different profiles (first time and long time OFW, Hongkong and Middle east-bound, etc.) were directly obtained as basis for customer satisfaction measurement and needs identification. Institutionalization of FGD in DBP is being pursued as part of the Bank's ISO 9001;2008 Quality Management System (QMS) implementation and certification efforts.
Development Bank of the Philippines--Design.
Development Bank of the Philippines--Conduct.
Development Bank of the Philippines--Training of personnel.
Institutionalizing focus group discussions (FGDs) in DBP to measure customer satisfaction / Mamerto E. Espartero, Jr. - 100 leaves : illustrations
Public Management Development Program.
As part of the completion requirements for the Public Management Development Program (PMDP, the Project proponent, Mr. Mamerto E. Espartero Jr., purposes to institutionalize the conduct of focus group (FGD) as one of the methods for gathering customer feedback and measuring customer satisfaction in the remittance services of the Development Bank of the Philippines. This includes the deicing and conduct of the least one FGD to determine the proper application the methodology and the feasibility of its obtaining substantial client feedback which would otherwise not be obtained. Presently, DBP gathers client feedback through survey forms administered for the Bank's frontline offices including remittance operations. The project has identified several limitations of the survey as a methodology for the purposes of gathering feedback for remittance services. It is perceived that the method does not accurately capture the true sentiments of DBP's remittance services. It is perceived that the method does not accurately capture the true sentiments of DBP's remittance client base. It also does not give information about what clients require from the remittance process such that improvements can be done on it. formation on other needs of the clients which can be used to design additional services, are also not included in the surveys. IT is thought that face discussions with the clients of remittance operations regarding how they feel are being served, their service requirements, and any other needs which the Bank may address, would be an additional and possibly better option. The Project is therefore looking at the FGD methodology as the alternative. The project is made up of a two fold set of objectives, namely; (1) Design and conduct of a focus group discussion for clients of the remittance process, a (2) Training of the identified DBP personnel on the conduct of an FGD for process improvement. The project recognizes FGD skills building, internal to DBP, as an integral component of its design. Hence established need to secure consultancy service of an FGD methodology as the alternative. The project is made up of a two-fold set of objectives, namely: (1) Design and conduct of a focus group discussion for clients of the remittance process, and (2) training of identified DBP personnel on the conduct of an FGD for process improvement. The project recognizes FGD skills building, internal to DBP, as an integral component of its design. Hence the established need to secure consultancy service of an FGD expert, as a strategy to ensure technology transfer to the project proponent and selected DBP employees. The training objectives were achieved for both content (focus group discussion, topic, breadth and depth of discussion, etc.) and process (how to facilitate an FGD). For the FGD's pilot implementation covering remittance operations, feedback from OFW or remitters with different profiles (first time and long time OFW, Hongkong and Middle east-bound, etc.) were directly obtained as basis for customer satisfaction measurement and needs identification. Institutionalization of FGD in DBP is being pursued as part of the Bank's ISO 9001;2008 Quality Management System (QMS) implementation and certification efforts.
Development Bank of the Philippines--Design.
Development Bank of the Philippines--Conduct.
Development Bank of the Philippines--Training of personnel.