Service level improvement of the Personnel Licensing Process, at the National Police, Security Agencies and Guards Supervision Division, in Camp Crame, Quezon City.

Date

4-2010

Degree

Bachelor of Science in Industrial Engineering

College

College of Engineering and Agro-Industrial Technology (CEAT)

Adviser/Committee Chair

Kathleen B. Lee

Committee Member

Arvin Joseph M. Elauria, Marc Immanuel G. Isip

Abstract

The study was conducted under the Licensing Processing Management Branch, at the Personnel Licensing Section of the Security Agencies and Guards Supervision Division of the Philippine National Police. This is the office that regulates and oversees the organization, operation, and business activities of Private Security or Detective Agencies, Company Security Units, Government Security Forces, Security Training Institutions, and Private Security Industry Personnel. Based on database records, the said section receives an increasing number of applications over the years. However, the section has poor service performance since not all encoded applications were being printed. The highest computed service level was 83.30% while the lowest was 73.48%. Thus, the goal of this study is to improve the service level of the SAGSD office. Time study was conducted in order to get the mean service time of the servers per section. Ishikawa diagram and CNX analysis were also used to further determine the root causes of the problem. Noise, controllable, and experimental factors were identified. Alternatives or proposed solutions were formulated based on the controllable and experimental factors. For the first experimental factor, two alternatives were suggested. On the other hand, for the second experimental factor, five aLternatives were generated. The ProModel was used i order to simulate the current process and experiments were made to test various situations for the alternatives. And the factor-rating method was used to determine the best alternative based on the following critical success factors-implementation cost, % service level, total number of exits, total service time, and feasibility. The best alternative in order to improve the personnel licensing process of the SAGSD office is to purchase an additional lamination and hologram machine. The result showed a 100% service level, an increase in total exits, and a de3crease in total time in system. Implementation of the proposed alternatives would cost the office PhP508, 000 but would result to benefit equivalent to a net present value of PhP423,957.

Language

English

LC Subject

Quality control, Industry analysis

Location

UPLB College of Engineering and Agro-Industrial Technology (CEAT)

Call Number

LG 993 2010 E66 G36

Document Type

Thesis

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