Ciego, Ann Kristine and Labajo, Mark Anthony and Perea, Pedelene (2008) Group identity, methods to attain group goals and the motivational level of top performing teams in 24/7 Customer Philippines, Incorporated [computer file]. Undergraduate thesis, De La Salle University-Dasmarinas.

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Abstract

ABSTRACT Name of the Institution : De La Salle University – Dasmariñas Address : Dasmariñas, Cavite Title : “GROUP IDENTITIES, METHODS OF ATTAINING GROUP GOALS AND THE LEVEL OF MOTIVATION OF THE TOP PERFORMING TEAMS AT 24/7 CUSTOMER PHILIPPINES, INCORPORATED” AUTHORS : Ann Kristine Ciego Pedelene Perea Mark Anthony Labajo FUNDING SOURCE : Parents COST : DATE STARTED : August 2007 DATE FINISHED : February 2008 STATEMENT OF THE PROBLEM: 1) What is the Group Identity of the top performing team? 2) What are the top three methods of attaining the Group Goals of these Performing Teams? 3) What is their Level of Motivation according to the following; a. Intrinsic or Job Content? b. Extrinsic or Job Context? SCOPE AND LIMITATION The main concern of this study is to provide in-depth description of the group identity, methods of attaining group goals and the level of motivation that a performing team has formed as the members worked together to become successful. The top performing team of the chosen company caught our interest because the researchers wished to discover the process they have undergone to create the identity that distinguishes them from among other groups. The methods used by the members of the team in achieving their goals and what motivated them to attain these goals are also the main interest of the study. The researchers hope to discover what the team went through, process by process, and which technique aided them to become the performing team that they are today. The respondents are from 24/7 Customer Philippines, Incorporated located in Makati City. The site was chosen because of the close proximity with the respondents. The respondents had no particular range of age. Respondents were selected through referrals from the Human Resources Department, specifically from the Organizational Manager of the respective Call Center. The study was limited to the top performing team from the said Call Center. The study respected whatever “creed” or confidentiality the company desired to maintain for their protection and privacy. Moreover, findings were taken from two top performing teams from 24/7 Customer Philippines, Incorporated located in Makati City, with a self-revisedpersonal evaluation test, in depth services of interviews and test results conducted and administered by the researchers. METHODOLOGY The descriptive case study method was used in this study. The participants of the study came from one account, being the top performing team, from 24/7 Customer Philippines, Incorporated, Makati City. The instruments used to collect data were: (1) validated questionnaire about Group Identity, (2) methods of attaining Group Goals; and (3) the Level of Motivation. It included a validated, structured, interview guide questions to ensure specific answers to avoid detailed information and/or opinions. All research instruments were subjected to thorough face and content validation from two faculty members of the Behavioral Sciences Department. The researchers beforehand already submitted a letter to the Operations Manager of 24/7 Customer Philippines, Incorporated asking permission to conduct the research within their corporation. The researchers were asked of the purpose for the research and why they had chosen their company. After explaining in full, the procedure of the research to be accomplished, the researchers were fortunately granted approval and cooperation. The Operations Manager was also kind enough to assist and provide us a list of names of the members included in the top two performing teams of their company. It was then that the researchers asked for the chosen team’s available time. This was to avoid any wasting of time in gathering the teams together. The validated questionnaire was then given to the team members individually, during their coffee break to grant the researchers the efficacy of their answers. When the results were obtained based on the validated questionnaire from the respondents who took the test, they were asked to undergo individual interviews. They were briefed that all information attained would be kept confidential. There would be no incorrect answers, for the respondents are to liberally share what they want to bring up goals of their team. This included experiences in being members of the top performing team in their company. The respondents will also be guaranteed that the session will be the typical chat or barkada talk, so that they would not feel discomfited. There was complete attentiveness during the interview proper. The researchers then established rapport with the participants through continuous communication such as engaging the participants in their interests. After the series of interviews, the researchers ended it with assurance that the respondents’ answers were to be taken in utmost confidentiality. Furthermore, the respondents were given tokens of appreciation and words of gratitude for their cooperation. MAJOR FINDINGS A. Group Identity The results of the study indicated that each member of the team supported and cooperated with the group’s activities that led them to be the top performing team at 24/7 Customer Philippines, Incorporated. The results that were gathered showed that most of the respondents extended satisfactory performance for the benefit of the group. This factor helped them to be a leading team/group of their respective account in the said call center. B. Group Goals The top three methods used in obtaining the Group Goals of the respondents were obtained through a validated questionnaire and a validated structured interview guide question provided by the researchers together with a given corresponding interpretation for the test and the interview. The team showed that a majority of the group set priorities and tended to manage their time in order for them to comply with the task assigned to them, and with the group’s consistency with the deadlines given to them by their immediate superior. And, third, the group members monitored their progress on their task, making them responsive if ever their goals were not met. Based on this study, through the use of a validated structure interview guide, the researchers have found out that group showed that their team is certain that the combined action of the group was favored over the sum of the individual component. They also declared that their goals as a team were meaningful and motivating enough for them to attain and exert effort because of the challenges they overcame. The reasonable because it was worth their time and effort as they received positive and negative feedbacks, for the good of the group. The time basis given to the group in order for them to achieve their goals was realistic and achievable because they were somewhat motivated to do better and this was proven in the past. They believed that individual differences were detrimental to the success of the team therefore; therefore they left personal issues aside with full respect for each other as they faced every encounter with a positive outlook. They were given small incentives as encouraging factors that motivated them to the right direction giving, meaning to their work. Furthermore, this study has proven that when the team goals were achieved, the members were fascinated with the results and received remarkable feed back that inspired them endure to success. C. Level of Motivation Based on the results gathered from the validated questionnaire, we can say that the members of Group fell into the criteria of achievement and competence, which was considered an intrinsic motivator. The team was motivated by challenging work, specific feedbacks, taking moderate risks and receiving personal credit. They were motivated by mastering their job, being innovative, doing highquality work and by being respected by others. On the other side, they differed in the way they were motivated, although they both fell into the team also asserted that their team’s goals were rewarding and intrinsic motivations. The members of the group were motivated through achieving things like praises. Moreover they were mainly motivated by their way of thinking, and by being competitive in order to be the top performing team. CONCLUSION The researchers of this study wanted to prove that Group Identity, methods of attaining Group Goals and Level of Motivation affected the performance of the members of the top performing teams, in 24/7 Customer Philippines, Incorporated. These three factors were categorized individually and have been justification based on the related literature given by the researchers and from the questionnaires themselves. Furthermore, the researchers analyzed the answers in the interview by giving classifications to the answers in order to interpret them. Based on the data gathered from the respondents, the members of the top performing team in 24/7 Customer Philippines, Incorporated were being influenced by Group Identity, methods of attaining the Group Goals and their Level of Motivation on the way they have to work as a team. The group’s identity towards work was mainly supporting and 8 having cooperation between each other in order to maintain the harmony among members. In addition, the second group tended to extend there satisfactory performance towards the group. Through this they did their best for the group. The top three Group Goals of the team in order to attain their goal was to set their priorities and manage their time, second was their consistency about the deadlines given to them by their supervisors and having a progress task in order to monitor their work performance. The group preferred to set tasks that involved mastery goals rather than ego-involved or work-involved goals. Through these top three criteria the group attained their goal by being the top performing tea, in their respective account. Furthermore, the group’s level of motivation was also analyzed. The team used the challenges obtained by each task that was given to them. This fell under the intrinsic level of motivation based on Hertzberg’s Two-Factor Theory, stating that a person needs a satisfaction and a dissatisfaction in order to be motivated in doing their goals to task that is given to them. These challenges are considered as job turn-ons; they were necessary for substantial improvements in work performance and moved the employee beyond satisfaction to superior performance. Furthermore, they were also 9 motivated in extrinsic level, by means of having high salary and good benefits. These small incentives encouraged them to the right direction giving meaning to their every day. These incentives were considered as extrinsic motivators based on Herzberg's Two-Factor Theory, when these factors were present to the work (pay, status, job security, working conditions, company policy, peer relations, and supervision.) the workers are motivates to do there job more. RECOMMENDATIONS 1. Industrial Organizational Practitioners must be more attentive when situations involve the methods of attaining group goals and the level of motivation of performing teams in their company. It is also appropriate for them to respect and accept the group identities that these teams possess. 2. The 24/7 Customer Philippines, Incorporated’s Administration must conduct seminars and lectures for the employees for these teams to be recognized and acknowledged. Other accounts in the company may receive ideas on how to enhance work and may be inspired by the success of others. 10 3. The media should be concerned who their audience are. They should implement different strategies how to broadcast information and awareness to the public, especially those who are involved in performing teams. 4. The respondents should simply continue the way they work together as a team. They would not have been considered the top performing team in 5. Their company if they weren’t doing a good job, so they must stay intact and be focused all the time. 6. The respondents should maintain and cultivate the group identity that they have developed amongst themselves, that identifies each individual belonging to their group. The members should be proud to belong to such a successful team that brings pride to the entire company. 7. The respondents should develop the methods they have used in attaining their group goals, for they have proven worthy, to continue to be aware of any conflict as early as can be as they face every day with a positive outlook. 8. The respondents should be alert of their surroundings as they use factors around them to get themselves motivated. They must be sensitive to the feelings of others and be careful not to develop the thought of being superior to other teams in the company. 9. The respondents should be challenged and encouraged to further cultivate their craft upon receiving feedback from co-workers and superiors. They must even be thankful that others are concerned of what they do as a team. 10. Future researchers should explore and delve deeper into group identities, methods of attaining group goals and the level of motivation of performing teams.

Item Type:	Thesis (Undergraduate)
Additional Information:	PSY 901 2008
Subjects:	B Philosophy. Psychology. Religion > BF Psychology H Social Sciences > HT Communities. Classes. Races
Depositing User:	Users 4 not found.
Date Deposited:	23 Jan 2016 03:20
Last Modified:	09 Jun 2021 00:53
URI:	https://thesis.dlsud.edu.ph/id/eprint/1149

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