UNIT 2 INVESTIGATION aps secretaries

Theme:

Working rules at APS in the secretaries’ group

Objective:

Determine with the scientific method the quality of public attention through the telephone services at APS.

Introduction:

 APS as an organized entity requires policies and procedures for each member of the organizational chart in order to have a healthy working environment and also to improve the school services. Our experiment consists in finding telephone services correct or not. Next we have the working rules for APS employees.

http://www.espe.edu.ec/portal/files/reglamentos/REGLAMENTOCARRERAACADEMICA.pdf

Here we can see that attention to the public is very important as APS is a service company.

SCIENTIFIC METHOD

1.      Establish an investigation question

a.      ¿Which is the incidence of the suggestion mailbox in the telephonic attention to students and public in general by the secretaries?

Cause: Suggestion mailbox

Effect: telephonic attention to students and public in general by the secretaries

2.      Hypothesis

a.      Null hypothesis: Ho

                                                              i.       Making and depositing suggestions forms in the mailbox won’t positively influence in the telephonic attention by the secretaries to students and public in general.

b.      Alternative Hypothesis: Ha

                                                              i.      Making and depositing suggestions forms in the mailbox will positively influence in the telephonic attention by the secretaries to students and public in general.

3.      The experiment to prove the hypothesis.

a.      On Wednesday April 6^th many phone calls will be made to different APS departments in order to know about “the registration of foreign people living in Ecuador to a normal career from the school”. The telephone numbers will be taken from the telephone guide.

b.      This will be done at 9 am, 11 am and 3 30 pm, to the departments of: information, admission and registration and academic offer respectively.

c.       If we receive kind treatment and adequate answers, a congratulating form will be deposited in the mailbox, but if the information is unclear and the treatment is unkind a complaint form will be deposited instead.

d.      On Friday April 8^th, we will call again to the previous departments in the same hours to ask if at APS it is possible to study to careers at once

4.      Analysis and conclusions

                                                              i.      As we didn’t have an answer for any of our calls we deposited a complaint form in the mailbox to see if the attention changed, but on Friday there was no answer either.

·         As a conclusion we could say that Making and depositing suggestions forms in the mailbox won’t positively influence in the telephonic attention by the secretaries to students and public in general.

·         Secretaries do not read the mailbox suggestions daily.

·         Employees in general have to follow many procedures in order to make something better that is why petitions take so long to be read and done.

·         People and the APS could save time and money if the calls would be answered.

RECOMENDATIONS

·         When calling and having an answer please be punctual in your request.

·         If you have any complaint try to talk with someone in charge.

·         If you have time go to APS to clear your doubts.

·         Try to find information in the web page first: www.espe.edu.ec

·         If you are going to APS grade secretaries attention on their qualification chart.