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THE SERVICE PLEDGE OF OPERATIONS DIVISION, SANTIAGO WATER

DISTRICT (SANWAD)

Research Paper

Submitted to
The Faculty of Graduate School
NORTHEASTERN COLLEGE

In Partial Fulfillment
of the Requirements for the Degree
Master in Business Administration (MBA)

By

DENNIS LUNA

Summer 2017

Submitted to:

MADELI R. BAUTISTA, Ed.D.; Ph.D.

Dean
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TABLE OF CONTENTS

TITLE PAGE ………………………………………………………………………... i

TABLE OF CONTENTS …………………………………………………………… ii

LIST OF TABLES ………………………………………………………………….. iv

LIST OF FIGURES ………………………………………………………………… v

CHAPTERS

1 THE PROBLEM AND ITS BACKGROUND

Introduction ……………………………………………………………… 1

Conceptual Framework of the Study…………………………………. 3

Statement of the Problem …………………………………………….. 5

Assumptions ……………………………………………………………. 5

Importance of the Study ……………………………………………… 6

Scope and Delimitation of the Study …………………………………. 6

Definition of Terms …………………………………………………….. 7

2 METHOD AND PROCEDURES

Research Design ………………………………………………………. 9

Locale of the Study ……………………………………………………. 9

Respondents of the Study ……………………………………………. 12

Data Gathering Instruments ………………………………………….. 12

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Data Gathering Procedures …………………………………………… 13

Statistical Treatment of Data …………………………………………. 14

3 PRESENTATION, ANALYSES AND

INTERPRETATION OF DATA ………………………………………. 15

4 SUMMARY, CONCLUSION AND RECOMMENDATIONS

Summary ………………………………………………………….....…. 24

Conclusions ……………………………………………………………. 25

Recommendations …………………………………………………….. 25

BIBLIOGRAPHY …………………………………………………………………… 27

APPENDICES

A. Permit to Conduct Study …………………………………………….……. 28

B. Questionnaire ………………………………………………………………. 29

CURRICULUM VITAE ……………………………………………………………. 32

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LIST OF TABLES

Table Page

1 Respondents by Age ………………………………………………….. 15

2 Respondents by Gender ………………………………………………. 17

3 Respondents by Civil Status …………………………………………. 18

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LIST OF FIGURES

Figure Page

1 Paradigm of the Study ………………………………..……………….. 3

2 Vicinity Map of SANWAD ……………………………………………… 10

3 Map of Santiago City …………………..………………………………. 11

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CHAPTER 1

THE PROBLEM AND ITS BACKGROUND

Introduction

As embodied in Presidential Decree (PD) 198, known as Provincial Water

Utilities Act, declaring a national policy favoring local operation and control of water

systems; authorizing the formation of local water districts and providing for the

government and administration of such districts; chartering a national

administration to facilitate improvement of local water utilities; granting said

administration such powers as are necessary to optimize public service from water

utility operations, and for other purposes, particularly, section 5 of Title ll, the

purpose of forming a local water district includesL

(a) acquiring, installing, improving, maintaining and operating water supply

and distribution systems for domestic, industrial, municipal and agricultural uses

for residents and lands within the boundaries of such districts,

(b) providing, maintaining and operating wastewater collection, treatment

and disposal facilities, and

(c) conducting such other functions and operations incidental to water

resources development, utilization and disposal within such districts, as are

necessary or incidental to said purpose.

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Anent thereto, Santiago Water District (SANWAD) of Santiago City is

committed to take the responsibility of providing affordable clean, safe and

adequate water supply to every home within the locality of Santiago City. Aware

of its commitment, it employs highly skilled workers both to its administrative

tasking and fieldworks. Hence, the implementation of the plans and programs of

the district are surely and diligently discharged by each of the employees of

SANWAD.

Expectantly, the researcher, being one of the district’s employees, is

inspired to inquire of the extent of the carrying out of the service pledge of

operations division where he is currently assigned at the time of this study.

Conceptual Framework of the Study

Service Pledge is one of the major components of the action plan every

year that each of the division of the SANWAD is underpinning to justify the

existence of the local water district as one of the government owned and controlled

corporation (GOCC) operating for the benefit of everyone within its district. These

are the consolidated actions that must be undertaken by the operations division.

In addition, it is a tool that gauge the effectiveness of the involved personnel

and division in the performance of the tasks to attain a desired output.

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This is the concept on which, this work is anchored upon.

INPUT PROCESS OUTPUT

Respondents‘
Profile

Extent of
implementation of
Service Pledge of Sustained
the Operations Regular monitoring
Division of and evaluation of impressive services
SANWAD service pledge
to the water
Problems met in its
implementation consuming public.

Interventions made
to address the
problems met.

FEEDBACK

Figure 1

Paradigm of the Study

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Interdependence is a recurring procedure in the world of work. This is a

transactional process where all components blend interactively with each other.

The paradigm refers to the process of interaction of the three components which

are:

The Inputs. Known as agents of results. These are the given variables

which are in need of testing twosome out with result. These are also called the

source data. Included in the Input are the respondents’ profile, queue procedures,

problems encountered and interventions made to address the said problems in the

queue.

The Process. Or the intervening variable. This sets activity part of the

system by acting as go – between the input and output.

The Output. Or the dependent variables. This is the outcome arrived at

through the interlinking of the input and the process. Generally, outputs are always

expected to yield positive results.

Immediately below interloping the whole system is the feedback where

further insights are revealed towards a more strengthened and improved level of

the respondents.

Statement of the Problem

Specifically, this study sought answers to the following questions:

1. What is the profile of employees in terms of the following:

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1.1 Age

1.2 Gender

1.3 Civil Status

1.4 Highest Degree Earned

1.5 Position

1.6 Years in current Position

2. How the objectives, strategies and measures are applied by the

operations division of SANWAD?

3. How serious are the problems met in the implementation of the

mentioned objectives, strategies and measures?

Assumptions

This study was guided by the assumptions that:

The Operations Division of SANWAD applies all the objectives and

strategies, impose measures necessary to improve its services to the water

consumers in the district of Santiago.

Several problems hinder its smooth application of service pledge.

Importance of the Study

The outcomes of this study are of importance to the following:

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School Administrators. This would provide them reference in developing

more effective operation of the virtual library.

Front line personnel. Findings in this study will aid them in dispensing their

functions more efficiently.

Students. They will be directly benefited from the improvements in the

virtual library services.

Teaching Faculty. The findings of this study will provide additional source

of acquisition of new approaches, skills and techniques in imparting knowledge.

Future Researchers. The findings of the study will serve as motivations for

them who would want to venture in similar study utilizing other variables.

Scope and Delimitation of the Study

The scope of the study was delimited to the services pledge of the

operations division of Santiago Water District (SANWAD) which include the

demographic profile of respondents who are all permanent employees of the

mentioned district, Fiscal Year 2016.

Definition of Terms

For clearer understanding of this study, several terms central to Gender and

Development are defined or explained either operationally or authoritatively. It is

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intended to aid the readers in exploring key ideas and implications in a more

detailed level of discussion.

Administration. 1 The Local Waters Utilities Administration chartered in Title

III of this Decree.

BOV. As used in the study, Blow Off Valve, such as gate valve, main valve

and the likes.

Water District.2 A water district is an independently administered local water

utility formed at the option of the local government for the purpose of acquiring,

installing, improving, maintaining and operating water works for domestic,

commercial and industrial uses. Each water district is governed by a Board of

Directors composed of five local citizens appointed by the local Chief Executive

from nominations of specific sectors of the community and functioning as a policy-

making body.

Equipment, Materials and Supplies.3 Standards for the optimum selection

and effective utilization of equipment, materials and supplies by local water and

sewer utilities.

1 Section 3 (c), Title l, Presidential Decree No. 198.

2 Local Water Utilities Administration. Water Resources Research and
Training Department. WRRTD/LWUA.htm WEB. 2 June 2017.
3 Section 62 (c), Chapter lll, Local Water Utilities Administration Law
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FH. As used in the study, Fire Hydrants installed in the strategic locations

for auxiliary source for fire trucks in the event of fire extinguishing.

Jurisdiction.4 The geographic area over which authority extends; legal

authority; the authority to hear and determine causes of action.

LWUA. The acronym of Local Water Utilization Administration

Measures.5 Tasks enumerated in the SANWAD’s Action plan 2016.

Objectives.6 Specified by the Operations Division of SANWAD set as

departmental goal.

Santiago Water District (SANWAD). The Santiago City’s sole water district

duly recognized by law to provide potable water within the jurisdiction of the

locality.

Service Pledge.7 The services that the Operations Division of SANWAD

declared to perform in a particular period.

Strategies.8 Embodied in the SANWAD’s annual plan.

4 Farlex. Free Dictionary. legal – dictionary.freedictionary.com. 2107 WEB. June 2, 2017.

5 SANWAD Action Plan Fiscal Year 2016.

6 Ibid.
7 Ibid.
8 Bid.
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CHAPTER 2
METHOD AND PROCEDURES

This chapter covers the presentation of the research design, locale and

respondents of the study, instruments used, data gathering procedures and the

statistical tools.

Research Design

Descriptive method was used which established the findings on the posted

questions in the statement of the problem. It is aimed at describing events,

phenomena situation, practices, processes and trends developing.9 It also involves

the process of obtaining, classifying, analyzing and apportioning data about

situations, processes, practices and trends and expressive interpretations.

Locale of the Study

The local water district of Santiago City was the focus of the study, located

at the corner Carreon and Panganiban Streets, Centro East next to the Barangay

hall.

9 Josefina Macaballug, “Descriptive Research”, Fundamentals of

Research, Manila, Philippines, 1983, p. 86.
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Figure 2

Vicinity Map of Santiago Water District (SANWAD)

National Highway, Villasis

Santiago City

Figure 3

Map of Santiago City

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Respondents of the Study

They were the permanent employees detailed in the operations division of

SANWAD.

Data Gathering Instruments

Questionnaire. This was the primary tool in gathering relevant data. The

questionnaire was presented to the research adviser for comments and

suggestions before it was produced to its final form.

Try – Out of the Questionnaire. This was done to determine if the items

presented on the questionnaire is fully understood before the actual distribution to

the target respondents.

Scoring of the Questionnaire. The data gathered were treated with 5 point

Likert Scale as reflected in the different legends, such as:

The extent of attainment of the objectives of virtual library.

Score Scale Qualitative Description

5 4.21 – 5.00 Fully Attained (FA)

4 3.41 – 4.20 Attained (A)

3 2.61 – 3.40 Moderately Attained (MA)

2 1.81 – 2.60 Slightly Attained (SA)

1 1.00 – 1.80 Least Attained (LA)

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Score Scale Qualitative Description

5 4.21 – 5.00 Fully Beneficial (FB)

4 3.41 – 4.20 Beneficial (B)

3 2.61 – 3.40 Moderately Beneficial (MB)

2 1.81 – 2.60 Slightly Beneficial (SB)

1 1.00 – 1.80 Least Beneficial (LB)

Problems met in the implementation of the objectives, strategies and

measures set by the Operation Division of SANWAD.

Score Scale Qualitative Description

5 4.21 – 5.00 Very Serious (VS)

4 3.41 – 4.20 Serious (S)

3 2.61 – 3.40 Moderately Serious (MS)

2 1.81 – 2.60 Slightly Serious (SS)

1 1.00 – 1.80 Least Serious (LS)

Unstructured Interview. This was also utilized to validate responses from

the respondents.
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Data Gathering Procedures

A letter of request for the researcher to float questionnaire the target

respondents was coursed to the General Manager of the Santiago Water District

for approval.

Upon approval, survey forms were personally distributed and retrieved by

the researcher to ensure high percentage of the required source data that will yield

substantial information which can be instrumental in the development of additional

strategies, measures and interventions that will enhance the discharge of service

pledge.

Statistical Treatment of Data

Statistical tools used are the following:

1. Percentage. In computing for the percentage, the formula used was:

Frequency( F )
Percentage(%)  x100
Number( N )

Where:

P = representing the percentage

F = representing the frequency

N = representing the total number of respondents

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2. Weighted Mean. This was used to compute the values that each of the items

in the objectives, strategies, measures and problems gained from the survey

forms.

The formula of weighted mean is:

FiXi
Xw 
Fi

Where:

Fi = Frequency

Xi = Weight
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CHAPTER 3

PRESENTATION, ANALYSES AND INTERPRETATION OF DATA

This chapter presents the results and interpretation of the data gathered.

Shown in this section are the stratification of respondents when grouped

according to selected independent variables.

Demographic Profile of Respondents

Table 1

Respondents by Age

Bracket F %

Total 175 100.00

Age.
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Gender.

Table 2

Respondents by Gender

Particular F %

Male

Female

Total 100.00

As shown on table 2,

Civil status.

Table 3

Respondents by Civil Status

particular F %

Married

Single

Total 100.00
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Information Proper

At this point, the results of the statistical treatment of gathered data are

presented in tabular form together with textual interpretation made and analyses.

Objectives.

Table 4

Item WTM QD Rank

Average Weighted Mean

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Table 5

Item WTM QD Rank

Average Weighted Mean

Problems.

Table 6

Problems Encountered in

Item WTM QD Rank

Average Weighted Mean 3.50 MS

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CHAPTER 4

SUMMARY, CONCLUSIONS AND RECOMMENDATIONS

This chapter presents the summary, major findings, conclusions and

recommendations of the study.

Summary

Major findings

Conclusions

Based on the premises considered,

Recommendations

Based on the major findings and conclusions, the following

recommendations are endorsed:

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BIBLIOGRAPHY
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APPENDIX A

PERMIT TO FLOAT QUESTIONNAIRE

February 16, 2017

MR. LEO
Administrator,
Digital Resource Center

SUBJECT: Research Paper – Master in Business Administration (MBA)

Sir:

Greetings!

Respectfully yours,

Researcher
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APPENDIX B

THE SERVICE PLEDGE OF OPERATIONS DIVISION, SANTIAGO WATER

DISTRICT (SANWAD)

PART 1. Respondent’s Profile

Name (Optional)__________________________________________________
Age:____________ Gender:_________ Civil Status: _______
Highest Degree Earned: _________________
Position: _________________
Years in Service: _________________
Level of Seminars attended relevant to current Job (check all appropriate)
_____ Local _____ Regional
_____ Provincial _____ National

PART 2. Service Pledge. For the extent of attainment of the objectives,

strategies and problems encountered in the execution of service pledge of the

Operations Division of SANWAD:

Legend:

Point Qualitative Description

5 Well Attained (WA)

4 Attained (A)
3 Moderately Attained (MA)
2 Slightly Attained (SA)
1 Not Attained (NA)
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A. Objectives

Objectives 5 4 3 2 1
1. Extension of distribution line from Mabini To Calao West
crossing the bridge.
2. Relocation of the distribution line.

3. Expansion of lines.

4. Personnel Safety.

5. Human Resource Development.

B. Rate the extent of the application of the strategies designed by the operations
division to enhance the services of SANWAD.

Particulars 5 4 3 2 1
1. Connecting these two end points of the distribution
system from Mabini to Calao West by means of installing
pipeline crossing the bridge.
2. Relocation of distribution line that traverses on a private
lot should be undertaken to avoid possibility of tapping
illegal connection within the compound of the lot owner.
3. Extension of distribution lines to unserved areas within
the district’s service area.
4. Develop awareness among division’s personnel the
importance of industrial safety at the working site
through the use of proper protective gears and devices.
5. Encourage division personnel to attend
seminars/workshops regarding the implementation of
the latest developments and innovations in the water
industry particularly in the field of water distribution.
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C. Rate the extent of the application of the measures made by the operations
division of SANWAD to enhance its services to the water consumers within its
area of services.

Particulars 5 4 3 2 1
1. Increase number of consumers and the district’s
revenue
2. Increased supply of water to the city proper.

3. Prevent possible pilferage.

4. To have easy access to the line in case a problem
arises.
5. Minimized occurrence of accidents.

6. Effective and well – trained division personnel.

D. Problems Encountered

Direction: to measure the degree of seriousness of the problems encountered

in the execution of the service pledge of the Operations Division of SANWAD:

Legend:

Point Qualitative Description

5 Very Serious
4 Serious
3 Moderately Serious
2 Slightly Serious
1 Least Serious
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Particulars 5 4 3 2 1

1. Unrealistic time table

2. Low budget allocation

3. Inadequate equipment and tools

4. Limited personnel

5. insufficient utility vehicles

6.

Thank you very much,

The Researcher
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CURRICULUM VITAE

PERSONAL INFORMATION

Name :

Address :

Birth Date :

Birth Place :

Spouse :

Children :

EDUCATIONAL BACKGROUND

Elementary :
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Secondary :

College :

Course :

Post Graduate : Master in Business Administration

2015 – 2017

WORK EXPERIENCE