The identified company and their practices in IT/IS...

With respect to the assignment given to us by Sir Gamboa, we are task to identify a local organization(s) and to discuss some of the best practices in Information Technology or Information System that they have, I, together with some of my classmates, visited some of companies to comply the said assignment. The companies that we had visited are the following: Callbox, Global Connect e-Solutions, and Concentrix.

Yesterday, a visit had been conducted in Callbox located at the LancCo Building, 9th floor. We discuss with them the real motive of visiting there office and we are glad that they shared time through listening. Because of important matter, the person involve in answering our question had some important things to do so he decided that we will just leave the questionnaire we had, he’ll do answering our inquiries, and just send it to our e-mails. We had nothing else to do but to thank them and wait for the e-mail they had promised. From the moment, we are still waiting for that response.

On the other hand, Global Connect e-Solutions was our second prospect company which is located at Bajada Street. We are pleased that Mr. Rhryan Diansay, the company programmer, entertained us but still, like in Callbox, he was in meeting at that time so he just let us leave our questionnaire. After 1 and a half hour, we took the questionnaire and the answers goes like this:

1. How does this company define MIS?

A Management Information System is a subset of the overall internal controls of a business covering the application of people, documents, technologies, and procedures by management accountants in solving business problems.

2. What is the basic function of the MIS in your company?

MIS can include software that helps in decision making, data resources such as databases, the hardware resources of a system, decision support system, people management and project management applications and computerized processes that enable the department to run efficiently.

3. What are the best practices of MIS in this company which contributes to the success of your company?

A best practice is the belief that there is a technique, method, process activity, incentive as reward that is more effective at delivering a particular outcome than other technique.

Shared knowledge and group performance.

4. Will you allow us to post your answers and pictures in our blog?

As possible.

Who we are

The company provides fulfillment services to both local and foreign clients who desire complementary service in connection with outsourced customer contact management services. Global Connect eSolutions combines specialized knowledge and substantially higher quality customer service to deliver global support solutions, consulting services, back office processing services and software support. We also offer outbound services such as telemarketing, tele-collections, sales verifications, surveys and other derived services.The company is one of the pioneers in the contact center industry in Davao City. GCeS was conceptualized last March 2007 by its President and C.E.O. Russell L. Lu and its first facilities were completed a month after. On the last quarter of 2007, a group of dynamic and diverse people joined the company to form the Core Team.

Core Business

The Company´s core business is providing third party technical support and a full suite of services that enable GCeS to deliver end-to-end CRM (Customer Relationship Management) solutions to its clients. From CRM strategy, change management, and consulting to custom programming, training, and integration, GCeS builds expert solutions that deliver real results.

Our Vision Statement

Global Connect eSolutions will be recognized as the leading provider of integrated customer care management programs, employee care services, technical support and telesales account management to the markets we serve.

Our Mission

Our mission is to deliver unparalleled value to our clients by delivering high quality service with their customers, building long-term loyalty with our employees, to the communities we serve and exceeding customer satisfaction. We shall be known as "Mindanao´s Employer of Choice."

Core Values

Customer Focus Team Work Diversity Integrity Loyalty Trust Continuous Improvement

Furthermore, the last company we had visited was the Concentrix, just a kilometer away from Global. At last, this company had really shared their time with us by letting our interview be conducted even it is immediate. The same with questionnaire was given in this company just like in previous companies. The person concerned is Mr. Christopher Lim, the MIS Supervisor.

1. How does this company define MIS?
(Rephrased.) Search it in google, I am sure it’s in there.


2. What is the basic function of the MIS in your company?

Help desk- they are the one whose responsible in repairing, troubleshooting, installing the units in their company. Creating user accounts, accessing and restricting from sites was also there responsibility as well.

Network Specialist- just like in help desk, their work is similar but they are more knowledgeable compare to help desk and they are considered as the latter’s mentor.

Senior Network Specialist- with higher position than the previous mentioned rank, these people are responsible for the configuration of servers, telephone companies management access and they do suggest for the upgrades.
Supervisor-in this person the decision-makings are made. They are the one opt for changes and recommends for all accounts.

3. What are the best practices of MIS in this company which contributes to the success of your company?

Teamwork and constant innovation.


4. Will you allow us to post your answers and pictures in our blog?

No problem.

Putting customers first for relationships that last. Quality customer service, attention to detail, andan excellent return on investment. It's what our clients and their customers experience every day. Delivering from 25 world-wide locations, in 12 languages, and supporting over 14 million interactions a year, we treat your customers with the utmost care. And that means longer-lasting, more valuable business relationships for everyone.

Concentrix-A SYNNEX Corporation Company

Parent company SYNNEX Corporation (NYSE: SNX)

Knowledge Process Outsourcing (KPO) industry

Lines of business include technical and customer support,sales and marketing, and back office transaction processing

Experience 25+ years

Industry expertise in technology, communications, and consumer electronics

Quality process: ISO 9001-2000, ISO 27001, CMMI

Mission statement: At Concentrix, we deliver knowledge-based services that have one measure of success — customer satisfaction