Master Thesis

This study aimed to determine the level of performance of employees in obtaining invoice targets and to the extent of the effects of its determinants on performance of a shared service company in Laguna as basis for operational improvement. This study used quantitative descriptive correlation research method using survey questionnaire among one hundred and fifteen (115) active employees of Western Digital Company Shared Service Centre in Laguna Technopark, Biñan, Laguna. The statistical treatment used were weighted mean, analysis of variance (ANOVA) and Pearson r. Findings revealed that the employees performed on a medium level in obtaining their invoice targets along data entry, while high on exception exception and reconciliation, however, low in payment processing. Orientation and training, skills, motivation, workload, commitment and work values and resources affect their company's performance. There is no significant difference in the perceptions on the factors affecting company's performance among respondents when grouped according to their position and/or designation, while there established difference in terms of nature of their work. Hence, there is a significant relationship between the employees' performance and the identified factors affecting it. Thus, operational improvement in the form of assessment measures and mechanism was proposed to address identified issues and concerns in the employees' performance in the Shared Service industry.