GRAVEYARD SHIFT IN BUSINESS PROCESS OUTSOURCING (BPO) FILIPINO EMPLOYEES’ PERFORMANCE: INPUTS TO INTERVENTION MEASURES

Given the rising popularity of the different outsourcing firms in the Philippines, the need for more Filipino workforces is needed by these firms to expand their customer base and keep customer loyalty with their firms. Thus, employees' performance has to be at its furthermost Filipinos employees are known to be productive with unique and intense love for work Given the unique characteristics of Filipino employees, the quality, quantity of work and interpersonal relations has to be determined. The purpose of this study is to determine the Graveyard Shift In Business Process Outsourcing (BPO) Filipino Employees' Performance that will serve as an inputs to intervention measures The tremendous demand for graveyard shift workers in the business process outsourcing (BPO) sector prompted increased interest in research on the Graveyard Shift in BPO Filipino employees Specifically, this study was conducted to determine the Graveyard Shift in Business Process Outsourcing (BPO) Filipino Employees Performance, identify a significant difference exist, and the result of the study served as inputs to intervention measures. Methods The mix method approach--qualitative and quantitative-- research strategies were used Mixed method indicates “the direction of the collection and analysis of data and the mixture of qualitative and quantitative approaches in many phases of research process”. (Cress well, 2006) .Respondents came from different BPO segments with different positions and work roles. Respondents of the study were the 100 employees assigned in graveyard shift in three Business Process Outsourcing (BPO) companies. A purposive sampling procedure was used. Statistical tools applied were the Frequency, Percentage, Weighted Mean, and ANOVA. Results The Salient Findings of the Study are as Follows: • On the assessment of the respondents on the Graveyard Shift in Business Process Outsourcing (BPO) Filipino Employees Performance. As reflected in Table 5, Ranked 1 is Quality of Work was rated Very Satisfactory as reinforced by a weighted mean of 3.92 Ranked 2, Quantity of Work which was rated also as Very Satisfactory as supported by a composite weighted mean of 3.63 Ranked 3 is Interpersonal Skill was also rated as Very Satisfactory with composite weighted mean of 3.56. The Overall Mean of 3.77, 3.61, and 3.73, all verbally interpreted as Very Satisfactory. The result of the Overall Mean among the three groups of respondents obtained an Overall Mean of 3.70 (VS). • On the significant difference on the assessment of the respondents on the Graveyard Shift in Business Process Outsourcing (BPO) Filipino Employees Performance. The computed F-value of 0.3832 was less than the F-critical value of 5.14 with 2, 6 degrees of freedom at five percent level of significance. The statistical decision was to accept the null hypothesis and verbally interpreted as not significant. Since the null hypothesis was accepted, there was strong evidence that there is no significant difference on the assessment of the three groups of respondents on the factors affecting employees work-shift schedule in selected BPOs in terms of quality of work, quantity of work, and interpersonal skills • On the proposed intervention measures. The researcher proposed intervention measures for the graveyard shift BPO Filipino employees. The following are the intervention measures: Review existing policies or practices as quantity of work, Conduct regular re-training of old and new employees, Regular monitoring of employees performance, get feedback regarding company implemented work practices, ensure that job assignment match the qualifications, employees should undergo extensive training on new technologies, provide regular quarterly break for at least 5 days, health checkup should be extensive especially those assigned in the graveyard shift, provide area for lounge and relaxation during their break time and provide sports facilities