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APPENDIX A

Republic of the Philippines


ANGELES UNIVERSITY FOUNDATION
Professional Schools
Angeles City
January 03, 2015
Ms. MARISSA MANDUCDOC
OIC VP for Business Development & Enhancement group
Clark Development Corporation
Clark Special Economic Zone, Angeles City, Pampanga
Through:
Ms. EVANGELINE TEJADA
AVP for Marketing
Clark Development Corporation
Clark Special Economic Zone, Angeles City, Pampanga
Dear Madam:
The undersigned, a graduate student of Angeles University Foundation, Professional
Schools taking up Doctorate degree in Philosophy in Management, is presently
conducting a research entitled, Quality of Work Life in the in the BPO companies its
impact to Organizational Commitment and Turnover Intentions .
Knowing your supreme interest in the value of research study as a tool for development, I
would humbly request for a list of registered BPO companies in Clark Freeport Zone
together with their total number of employees. This information is vital for the
completion and success of my research.
Rest assured that all information gathered from your organization will only be for
academic research purposes and will be treated with strict confidentiality.
Thank you very much in anticipation on your favorable action and continued support.
Respectfully yours,
HAZEL TOLENADA-MABBORANG
(signed)
Researcher
09155234896
bloggersdesk@gmail.com

APPENDIX B
LIST OF BPO COMPANIES IN CFZ
CompanyName
ACCOUNTANT'S DESK INC.
ANALYTICAL SUPPORT SERVICES
FOR ENVIRONMENTAL
TECHNOLOGIES, INC.
AUSPHIL SOLUTIONS
CORPORATION
BEALE MANAGEMENT GROUP
(PHILS.) INC.
BEEPO, INC.

EMPLOYMEN
T

ProjectType

13 ICT Industry
8 ICT Industry
50 ICT Industry
25 ICT Industry
119 ICT Industry

BSD Trade Services Corporation

38 ICT Industry

BTC Outsourcing Solutions Corp.

15 ICT Industry

CI SUPPORT PHILIPPINES INC.


CLARK DIGITAL VALLEY
CORPORATION
CONVERGYS SERVICES
PHILIPPINES, INC. (Formerly:
STREAM GLOBAL SERVICES
PHILS., INC.)
CXC PHILIPPINES LIMITED INC.
Cyber City Teleservices (Phils.)
Inc.
CYBER CITY TELESERVICES, L.T.D.
DNATA TRAVEL, INC.
DR. KLIPPE PHILIPPINES CORP.

7 ICT Industry
32 ICT Industry

618 ICT Industry


15 ICT Industry
1,099 ICT Industry
48 ICT Industry
131 ICT Industry
3 ICT Industry

ECELL PHILIPPINES, INC.

177 ICT Industry

FEDERAL EXPRESS PACIFIC INC.

143 ICT Industry

HEXUS OUTSOURCING SERVICES

35 ICT Industry

IGO2 GROUP, INC.


INFORMED BUSINESS
OUTSOURCING CLARK INC.

18 ICT Industry
25 ICT Industry

Classificatio
n
Call
Center/BPO
Call
Center/BPO
Call
Center/BPO
Call
Center/BPO
Call
Center/BPO
Call
Center/BPO
Call
Center/BPO
Call
Center/BPO
Call
Center/BPO
Call
Center/BPO
Call
Center/BPO
Call
Center/BPO
Call
Center/BPO
Call
Center/BPO
Call
Center/BPO
Call
Center/BPO
Call
Center/BPO
Call
Center/BPO
Call
Center/BPO
Call
Center/BPO

IQOR Philippines, Inc.

4,434 ICT Industry

LEADHUSTLER INC.

70 ICT Industry

MDM Systems, Inc.


MICROTEL GLOBAL SOLUTIONS,
INC.
MONTPAC GLOBAL SOLUTIONS,
INC.

77 ICT Industry

MY CLOUD PEOPLE, INC.


NCO PHILIPPINES CLARK, INC.
NEXT GAMES OUTSOURCING, INC.
OMNITECH CUSTOMER FOCUS,
INC.
OWENS ASIA, INC. (formerly:
OWENSBPO, INC.)
S-CORP PHILIPPINES, INC.
(formerly: Momentum Data EastPhilippines, Inc.)
SHARESOURCE AUSTRALIA BPO
CORPORATION

57 ICT Industry
15 ICT Industry
109 ICT Industry
1,227 ICT Industry
66 ICT Industry
207 ICT Industry
63 ICT Industry
893 ICT Industry
5 ICT Industry

SK DESIGN SOLUTIONS

1 ICT Industry

SOCIAL IMAGE, INC.


Sutherland Global Services
Philippines, Inc.

3 ICT Industry
4,572 ICT Industry

SV Human Resources, Inc.

11 ICT Industry

Tall Ships Business Centre Inc.

26 ICT Industry

TOP SELLERS PLUS, INC.

96 ICT Industry

TSS Trixan Support Services


VERSAR INTERNATIONAL, INC.
ASIA-PACIFIC
VIRTUAL BUSINESS ASSISTANCE,
INC.
WOODS & DAY INTERNATIONAL
BUSINESS SERVICES, INC.

32 ICT Industry

YOUR VIRTUAL PEOPLE, INC.


ZENIARK PHILIPPINES
CONSULTING CORP.
total

60 ICT Industry

15 ICT Industry
15 ICT Industry
2 ICT Industry

23 ICT Industry
14,698

Call
Center/BPO
Call
Center/BPO
Call
Center/BPO
Call
Center/BPO
Call
Center/BPO
Call
Center/BPO
Call
Center/BPO
Call
Center/BPO
Call
Center/BPO
Call
Center/BPO
Call
Center/BPO
Call
Center/BPO
Call
Center/BPO
Call
Center/BPO
Call
Center/BPO
Call
Center/BPO
Call
Center/BPO
Call
Center/BPO
Call
Center/BPO
Call
Center/BPO
Call
Center/BPO
Call
Center/BPO
Call
Center/BPO
Call
Center/BPO

APPENDIX C

Republic of the Philippines


ANGELES UNIVERSITY FOUNDATION
Professional Schools
Angeles City

HUMAN RESOURCE DEPARTMENT


Sutherland Global Services
Clark Freeport Zone
Dear Mam/Sir,

The undersigned, a graduate student of Angeles University Foundation, Professional


Schools taking up Doctorate degree in Philosophy in Management, is presently
conducting a research entitled, Quality of Work life as related to Organizational
Commitment of

employees

in

the

Business

Process

Outsourcing

(BPO)

Companies.) .
Knowing your supreme interest in the value of research study as a tool for development, I
would humbly request for your cooperation and support to please allow your employees
to respond to the attached survey questionnaire.
The accomplishment of the questionnaires is vital for the completion and success of my
research.
Rest assured that all information gathered from your organization will only be for
academic research purposes and will be treated with strict confidentiality.
Thank you very much in anticipation on your favorable action and continued support.

Respectfully yours,
HAZEL TOLENADA- MABBORANG
(signed)
Researcher
0915-523-4896
bloggersdesk@gmail.com
Republic of the Philippines
ANGELES UNIVERSITY FOUNDATION
Professional Schools
Angeles City

HUMAN RESOURCE DEPARTMENT


Cyber City Tele Services
Clark Freeport Zone
Dear Mam/Sir,
The undersigned, a graduate student of Angeles University Foundation, Professional
Schools taking up Doctorate degree in Philosophy in Management, is presently
conducting a research entitled, Quality of Work life as related to Organizational

Commitment of

employees

in

the

Business

Process

Outsourcing

(BPO)

Companies.) .
Knowing your supreme interest in the value of research study as a tool for development, I
would humbly request for your cooperation and support to please allow your employees
to respond to the attached survey questionnaire.
The accomplishment of the questionnaires is vital for the completion and success of my
research.
Rest assured that all information gathered from your organization will only be for
academic research purposes and will be treated with strict confidentiality.
Thank you very much in anticipation on your favorable action and continued support.

Respectfully yours,
HAZEL TOLENADA- MABBORANG
(signed)
Researcher
0915-523-4896
bloggersdesk@gmail.com

Republic of the Philippines


ANGELES UNIVERSITY FOUNDATION
Professional Schools
Angeles City
HUMAN RESOURCE DEPARTMENT
CONVERGYS
Clark Freeport Zone
Dear Mam/Sir,
The undersigned, a graduate student of Angeles University Foundation, Professional
Schools taking up Doctorate degree in Philosophy in Management, is presently
conducting a research entitled, Quality of Work life as related to Organizational

Commitment of

employees

in

the

Business

Process

Outsourcing

(BPO)

Companies.) .
Knowing your supreme interest in the value of research study as a tool for development, I
would humbly request for your cooperation and support to please allow your employees
to respond to the attached survey questionnaire.
The accomplishment of the questionnaires is vital for the completion and success of my
research.
Rest assured that all information gathered from your organization will only be for
academic research purposes and will be treated with strict confidentiality.
Thank you very much in anticipation on your favorable action and continued support.
Respectfully yours,
HAZEL TOLENADA- MABBORANG
(signed)
Researcher
0915-523-4896
bloggersdesk@gmail.com

Republic of the Philippines


ANGELES UNIVERSITY FOUNDATION
Professional Schools
Angeles City
MS. YVETTE DASMARINAS
Human Resource Department
S-Corp Philippines
Clark Freeport Zone
Dear Madam,
The undersigned, a graduate student of Angeles University Foundation, Professional
Schools taking up Doctorate degree in Philosophy in Management, is presently

conducting a research entitled, Quality of Work life as related to Organizational


Commitment of

employees

in

the

Business

Process

Outsourcing

(BPO)

Companies.) .
Knowing your supreme interest in the value of research study as a tool for development, I
would humbly request for your cooperation and support to please allow your employees
to respond to the attached survey questionnaire.
The accomplishment of the questionnaires is vital for the completion and success of my
research.
Rest assured that all information gathered from your organization will only be for
academic research purposes and will be treated with strict confidentiality.
Thank you very much in anticipation on your favorable action and continued support.
Respectfully yours,
HAZEL TOLENADA- MABBORANG
(signed)
Researcher
0915-523-4896
bloggersdesk@gmail.com

Republic of the Philippines


ANGELES UNIVERSITY FOUNDATION
Professional Schools
Angeles City

HUMAN RESOURCE DEPARTMENT


IQOR
Clark Freeport Zone
Dear Mam/Sir,
The undersigned, a graduate student of Angeles University Foundation, Professional
Schools taking up Doctorate degree in Philosophy in Management, is presently

conducting a research entitled, Quality of Work life as related to Organizational


Commitment of

employees

in

the

Business

Process

Outsourcing

(BPO)

Companies.) .
Knowing your supreme interest in the value of research study as a tool for development, I
would humbly request for your cooperation and support to please allow your employees
to respond to the attached survey questionnaire.
The accomplishment of the questionnaires is vital for the completion and success of my
research.
Rest assured that all information gathered from your organization will only be for
academic research purposes and will be treated with strict confidentiality.
Thank you very much in anticipation on your favorable action and continued support.
Respectfully yours,
HAZEL TOLENADA- MABBORANG
(signed)
Researcher
0915-523-4896
bloggersdesk@gmail.com

Republic of the Philippines


ANGELES UNIVERSITY FOUNDATION
Professional Schools
Angeles City

HUMAN RESOURCE DEPARTMENT


NCO-EGS
Clark Freeport Zone
Dear Mam/Sir,
The undersigned, a graduate student of Angeles University Foundation, Professional
Schools taking up Doctorate degree in Philosophy in Management, is presently

conducting a research entitled, Quality of Work life as related to Organizational


Commitment of

employees

in

the

Business

Process

Outsourcing

(BPO)

Companies.) .
Knowing your supreme interest in the value of research study as a tool for development, I
would humbly request for your cooperation and support to please allow your employees
to respond to the attached survey questionnaire.
The accomplishment of the questionnaires is vital for the completion and success of my
research.
Rest assured that all information gathered from your organization will only be for
academic research purposes and will be treated with strict confidentiality.
Thank you very much in anticipation on your favorable action and continued support.
Respectfully yours,
HAZEL TOLENADA- MABBORANG
(signed)
Researcher
0915-523-4896
bloggersdesk@gmail.com

APPENDIX D
QUALITY OF WORK LIFE AND ORGANIZATIONAL COMMITMENT QUESTIONNAIRE
Dear Respondents,
Greetings! This is to appeal for your assistance on a research study being undertaken.
I am currently working with my Phd PM dissertation. I humbly request for your participation in answering the
attached survey questionnaire/checklist, the information gathered are relevant to know the level of Business
Process Outsourcing (BPO) employees quality of work life and organizational commitment.
It will only take a few minutes to answer. There are no wrong answers as this reflects your personal
assessment and view in general on quality of work life and organizational commitment.
Rest assured that information you will provide will only be used for academic purposes. Your responses will
be treated with strict confidentiality as the results shall not be reported individually but for the total group of
respondents.
Thank you very much for your help and cooperation in this research effort, Godbless!
Respectfully yours,
HAZEL TOLENADA-MABBORANG
Researcher
______________________________________________________________________________________

Based on the scale below, please put a tick/check mark (/) on each of the items which corresponds
to your answer. Please do not leave items unanswered/blank.
I. Profile of the respondents
Gender:

[ ] Male

[ ] Female

Age:__________
Civil Status: [ ] Single

[ ] Married

Employment Status: [ ] Contractual

[ ] Widowed

[ ] Divorced

[ ] Part-time

[ ] Regular/Permanent

Position in the company (tick one):


[ ] Customer Service Representative
[ ] Inbound/Outbound call representative
[ ] Quality Control Specialist
[ ] Subject Matter Expert

[
[
[
[

] Supervisor/Team Leader
] Trainer
] Technical Support Representative
] Others, please specify: _______________

Monthly Income: [ ] 15,000-20,000


[ ] 21,000-30,000
[ ] 31,000-45,000 [ ] 46,000 and above
Highest educational qualification: [ ] Undergraduate
[ ] Vocational
[ ] Bachelors Degree
Number of times employed in BPO companies:

[ ] Masters Degree
[ ] Doctorate Degree

[ ] Once

[ ] Twice
[ ] more than two times

Years of stay in the current BPO company:


[ ] 6 months or less
[ ] more than 1 year to 5 years
[ ] more than 6 months to1 year [ ] more than 5 years- 10 years

[ ] more than 10 years

Part 2. Quality of Work Life Questionnaire: Kindly put a check mark () for each item that
corresponds to your perception on quality of work life in your workplace.

QUALITY OF WORK LIFE SCALE


WORK LIFE BALANCE

1. My current job does not interrupts my family life..


2.
3.

The overtime of my current job is reasonable.


The workload of my current job is reasonable.
JOB CHARACTERISTICS
4. My job permits me to decide on my own and on how to go
about doing the work.
5. My job is challenging.
6. My job is creative and meaningful.
SUPERVISORY BEHAVIOR
7. My supervisor instructs me how to improve my job.
8. My supervisor provides me with assistance to solve my job
problems.
9 My supervisor acknowledges me when I perform well in my

Strongly
Agree
(6)

Agree
(5)

Agree to a
certain
extent
(4)

Disagree
to a
certain
extent
(3)

Disagree
(2)

Strongly
Disagree
(1)

job.
COMPENSATION AND BENEFITS
10. I am fairly rewarded compared to similar jobs in my
organization.
11. I am fairly rewarded compared to similar jobs outside my
organization.
12. My organization cares about employee welfare.
Part 3.Organizational Commitment Questionnaire: Kindly put a check mark () for each item that
corresponds to your perception on organizational commitment in your workplace.

Organizational Commitment Scales

Strongly
Agree
(6)

Agree
(5)

Agree to
a certain
extent
(4)

Disagre
e to a
certain
extent
(3)

Disagre
e
(2)

Strongly
Disagree
(1)

Disagree
(6)

Strongly
Disagree
(7)

AFFECTIVE COMMITMENT

1. I would be very happy to spend the rest of my career with


this organization.
2. I enjoy discussing about my organization with people outside
it.
3. I really feel as if this organizations problems are my own.
4. I think that I could easily become as attached to another
organization as I am to this one.
5. I feel like part of the family at my organization.
6. I feel emotionally attached to this organization.
7. This organization has a great deal of personal meaning for
me.
8. I feel a strong sense of belonging to my organization
Strongly
Agree
(6)
CONTINUANCE COMMITMENT

9.
10.
11.
12.
13.
14.
15.
16.

I will feel fear if I quit my job without having another one


lined up.
I will feel fear if I leave my organization right now.
Too much in my life would be disrupted if I decide to leave
my organization now.
It would be too costly for me to leave my organization now.
Right now, staying with my organization is a matter of
necessity as much as desire.
I feel that I have very few options to consider leaving this
organization.
One of the few serious consequences of leaving this
organization would be the scarcity of available alternatives.
One of the major reasons I continue to work for this
organization is that leaving would require considerable
personal sacrificeanother organization may not match the
overall benefits I have here.
NORMATIVE COMMITMENT

17. I think that people these days stay with the company they
are with as long as they want.
18. I do believe that a person must always be loyal to his or her
organization.

Agree
(5)

Agree to
a certain
extent
(4)

Disagree
to a
certain
extent
(5)

19. Jumping from organization to organization seem unethical to


me.
20. One of the major reasons I continue to work in this
organization is that I believe loyalty is important and
therefore feel a sense of moral obligation to remain.
21. If I got another offer for a better job elsewhere I would not
feel it was right to leave my organization.
22. I was taught to believe in the value of remaining loyal to one
organization.
23. Things were better in the days when people stayed in one
organization for most of their careers.

APPENDIX E
INTERVIEW GUIDE
1. How many years have your company been operating in CFZ?
2. What is the nature of business of your organization? What are the services you offer?
3. What are the common job positions in your organization? What are the duties and
responsibilities of each position?
4. What are the types of employment status you have for your employees and how are they
classified?
5. What is the basis of the company in hiring additional employees?
6. What is your basis for regularization and promotion of employees?

7. What compensation and benefit package do you have in the organization?


8. Does your company provide overtime fee to employees?
9. Does your company provide adequate break time and day offs?
10. Does your company observe a safe and healthy working environment?
11. Are free trainings and seminars offered by your company? What kind of trainings and
seminars?
12. Are there standard operating procedure and policies, which are being practiced in your
company with regard to serving your clients? How would you describe them?
13. Do supervisors/ team leaders provide coaching, mentoring and guidance to agent? How
and when do supervisors/ team leaders provide assistance to their subordinates?