PHILIPPINE LONG DISTANCE TELEPHONE: “MANAGING IT’S

CUSTOMER SATISFACTION IN LINE WITH

INTERNET CONNECTION”

An Undergraduate Case Study

Presented to the
College of Business Administration
Olivarez College

In partial fulfillment of the requirements

for the subject Productivity and Quality Tools
Bachelor of Science in Business Administration
Major in Operations Management

By

Aquino, Angelyca
De Guzman, Jaymelyn
Ferreras, Patrick Paul
Generoso, Mary Jane
Jamjani, Carl Daniel
Manapat, Michael Paul Luke
Yusi, Liborio

2016-2017

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 ACKNOWLEDGEMENT

I would like to express my sincere gratitude to our Prof. Mr. Michael

Caducoy for his continuous support for our study and related research, for his patience,

motivation, and immense knowledge. His guidance helped us in all the time of research

and writing of this case study. I could not have imagined having a better professor like

him. I am grateful to the God for the good health and wellbeing that were necessary to

complete my studies and my colleagues for their kind cooperation and encouragement

which help us in completion of this project.

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 TABLE OF CONTENTS

Page
TITTLE PAGE i
ACKNOWLEDGEMENT ii
TABLE OF CONTENTS iii
LIST OF TABLES iv

Chapter

I. THE STATEMENT OF CASE PROBLEM 1

Introduction 1
Background of the Study 3
Point of View 4
Statement of Purpose 5
Objectives 5
Time Frame 6

II. METHODOLOGY OF THE STUDY 7

SWOT ANALYSIS 7
Internal Environment 7
External Environment 8

III. PRESENTATION, ANALYSIS, AND INTERPRETATION OF DATA 10

Alternative Courses of Action 10
Decision Matrix 11

IV. SUMMARY, CONCLUSION AND RECOMMENDATION 14

Summary 14
Findings 15
Conclusions 15
Recommendation 16
Implementation 16
Plan of Action 18

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 LIST OF TABLES
Page
Likert Scale of Decision Matrix 11
Figure 1 12
Figure 2 13
Plan of Action 17

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