Research Proposal on

The Significance of Improving Customer Reliability through Customer Service; a study based on Upcountry Manpower Agency

Prepared by N.W.A.M.U.C.K WEERASINGHE BSC-UGC-MGT-09-1-O63

National School of Business Management High Level Road Colombo 5

22nd of February 2013

Table of Content
RATIONALE Background of the Company Products and Services Performance Issues Problem Statement Research Question Issues Research Question Hypothesis Variables RESEARCH OBJECTIVES PROPOSED RESEARCH METHODOLOGY Conceptual Model Instrument Method Sampling Data collection & Analysis Limitations RESEARCH PLAN Summary of the Report Action Plan REFERENCES & BIBLIOGRAPHY 05 05 06 04 04 04 04 05 02 02 02 03 03 01 01 01 01 01

1.0 Rationale
1.1 Background of the company Upcountry manpower agency (private) limited is a private limited liability company incorporated in 1988 under the companies acts no 17 of 1982 and re- registered under the companies act no: 7 of 2007. The company has been licensed by the Sri Lanka bureau of foreign employment (www. Slbfe.lk) under the license no: 593 Location The company is located in Kandy, the beautiful hill capital of Sri Lanka which was the stronghold of Sinhalese kings. This city is rich in tradition and cultural heritage and has gained great fame for tourist attractions such as the Maligawa (temple of the sacred tooth relic of lord Buddha. Ancient historical ruins, world famous large botanical garden, national museum, annual colorful perahera, historic Kandy Lake with fascinating scenic beauty etc.

Principal activities of the company 1) Recruiting manpower for foreign employment 2) Human resources consultancy 3) Carrying on the business of travel agents 4) Tour operations 5) Air and sea cargo handling

Scope Sri Lanka is one of the main countries that supply efficient & experienced personnel of all categorized foe foreign employment. Our country maintains a high standard of education and vocational training with large number of universities, technical colleges. The literacy rate in Sri Lanka is ninety per cent which is the highest in Asia. By nature Sri Lankans are hard working, industrious and intelligent.

1.2 Products and processes We can supply the following categories of manpower from Sri Lanka. i. Professional : civil, mechanical and electrical engineers, doctors, accountants, architects, lawyers, bankers, teachers, secretaries, computer programmers, system analysts, nurses, quantity surveyors, project managers Technicians: civil and electrical foreman, electronic technicians, auto electricians telecommunication technicians etc. Skilled workers: electricians, masons, carpenters, plumbers, mechanics, heavy duty drivers, dock yard workers, seamen, machine operators, factory workers, production workers. Unskilled workers: helpers, attendants, laborers, watchers, gardeners

ii. iii.

iv.

1.3 Performance During the last 20 years, the company supplied manpower of various categories to countries in middle east and far east. In an independent survey conducted on behalf of the ministry of labour and foreign employment , upcountry manpower agency (pvt) ltd was adjudged the most outstanding foreign employment agency in sri lanka & was presented with the gold award. In addition to this gold award the company was presented with two other silver awards for recruiting the highest number of skilled employees and securing the widest number of markets.

1.4 Problem Statement This research study is based on the upcountry manpower agency (pvt) ltd. Due to some inadequate behaviour of customers such as rejecting visa after it is accepted, ignoring their foreign employment opportunities regarding personnel matters and skipping payment of death, organization has to face some unpleasant consequences to which image and profitability.

2.0 Research Question

2.1 Issues Some customers are rejecting their visa after it was already processed and accepted, it would impact on the company image and also it affects to another customers opportunity. Some employees are coming back to Sri Lanka because of the lack of efficiency and any other personal issues, it also affect to the company image and decreases company income as well. Debtors payment value increases as they are not settling their payment after going abroad.

2.2 Problem Questions 2.2.1 What is the best state to confirm customer expedition before coming to the visa for improving customer reliability? 2.2.2 What is the best way to filter the appropriate employee before finalizing the visa for improving the customer reliability? 2.2.3 How to make a system for collecting payment for improving the customer reliability?

2.3 Hypothesis H1: There is relationship exists between customer reliability and confirmed bookings. H2: There is relationship exists between customer reliability and filtering applicants. H3: There is relationship exists between customer reliability and collecting payments.

2.4 Variables Y = f(x1, x2, x3..) X1 = Confirmed Bookings X2 = Filtering Applicants X3 = Collecting Payments

3.0 Objectives
3.1.1 To find out what is the best state to confirm customer expedition before coming to the visa for improving customer reliability. To find out what is the best way to filter the appropriate employee before finalizing the visa for improving the customer reliability. To find out how to make a system for collecting payment for improving the customer reliability.

3.1.2

3.1.3

4.0 Proposed Research Methodology

4.1 Conceptual Frame work Confirmed Bookings

Filtering Applicants

Consumer Reliability

Collecting Payments

Independent Variable

Dependant Variable

4.2 Instrumentation and Data collection method Research will be conducted through a survey, questionnaires is the form which comprise qualitative and quantitative question forms will add more consistent and reliable on the data

presented by the researcher. Researcher will conduct several interviews as well to get further information from related parties to add more accuracy to the data presented in the research.

4.3 Sampling Random sampling method and stratified method also will be used to collect primary data relevant to the research.

4.4 Data collection & Analysis To measure and analyze the customer reliability qualitative model will be used and other types of quantitative research statistics will also be used. Both descriptive and inferential statistics will be used for data presentation and analysis in the research. 4.5 Limitations There are wide ranges of factors in manpower agency; it is difficult to cover every factor, which affect to the customer reliability. Researcher does not have the free online access to Emerald research site. The researcher is planning to gather data through questionnaires, the probability of getting the feedback within the estimated time might be low. Customers might not provide data accurately to make decisions on customer reliability. There is a high possibility of managers not revealing true and correct data.

5.0 Research Plan

5.1 Summary of the report Chapter 01 Introduction In this chapter researcher introduces the subject of the research and presents the background of the problem. Problem Statement Purpose of the study Objectives Significant of the study Methodology Scope of the study Limitations of the study

Chapter 02 Literature Review Consider the critical points of current knowledge including substantive findings as well as theoretical and methodological contributions to a particular topic. Chapter 03 Research Methodology With the help of literature review researcher develop the conceptual frame work to find the answers for the research questions. Formulate the hypothesis to build the clear frame work. And other part will include selecting sample, and data collection.

Chapter 04 Findings & Analysis In this chapter will describe the method of data analysis and testing developed hypothesis through actual findings.

5.2 Time Plan Time February Activity Project proposal March April May

Collecting data

Organizing and analyzing data Finding recommendations Implementing strategies

Evaluating results

Writing the report

Completing the project

Submission of the report

6.0 REFERENCES & BIBLIOGRAPHY

Regulations and Internal Circulars of upcountry manpower agency (Pvt) Ltd Websites Sri lanka bureau of foreign employment