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Introduction
Many college students face different problems in their college life. The
& Lutomia, 2002). For this study, the researchers focus on the academic problem
There are many problems that a student may encounter but why this study
year 2012-2013).
students with academic deficiency of 18.29 per cent. Based on the University
Policies of CEU, every student with academic deficiency should undergo into
are not allowed to enroll the next semester without the signature of the counselor
in-charge.
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utilize his/her potentials to the fullest and plan his/her present and future in
accordance with his/her abilities, interests, and needs. The definition that the Act
department that will conduct counseling services for every student of CEU.
basic functions of the school guidance program. The guidance counselor in-
charge will ask the student regarding its problem that resulted into academic
assign numbers and wait until someone in GCD-staff or Student Assistant will
Sometimes they are having trouble with the allotment of time to each student and
greatly affected the students’ performance not only in academics but also the
way they act in their social environment. Counselors are also affected because of
the problems that they are encountering which hinders them to achieve the
organizations goals. Lack of support and help from the upper management is
counseling services for students with academic deficiency. With the continuous
need of support for students, the GCD department is doing everything possible to
provide all the students needs and accommodate everyone and thus, came the
problems for time allocation on students. It is a must that not only students with
department.
This study aims to find a solution to make the counseling services more
convenient for every student. For this reason, the researchers have conducted a
study in which it would help GCD in providing services to students with or without
The researchers will be using the GCD-CEU, Manila to conduct the said
FIGURE 1
This figure shows the manual queuing process done by the GCD-CEU, Manila.
university is one of the top choices of the people in the Philippines because it
provides quality education and creates graduates that are very competitive, not
only in the country but also to the world. The university is known for being one of
the top with regards to licensure examination in the field of dentistry and
optometry.
and was established on June 7, 1907 founded by Doña Librada Avelino and Co-
FIGURE 2
charge for nine Schools/Colleges and assist the counseling service of the
department.
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FIGURE 3
Theoretical Framework
This study will be guided by Queuing Theory (Kumar and Singh), which
iii. Queuing theory has been used for operations research, manufacturing
Conceptual Framework
is why this study and proposed process will help them to minimize their problems
the respondents will utilize it to improve the services provided by the Guidance
and Counseling Department. The result will be a new process for the Guidance
Input Process
Output
FIGURE 4
4. How will the study give insights on the need for an improved Queuing
1. The researchers assume that by the end of the study, the readers will be
able to familiarize themselves with the new process. Moreover, the people
will learn about the automatic process and its advantages to the students
services.
2. The researchers assume that by the end of the study, the new process will
not only benefit the students but also the counselors and Guidance and
3. The researchers assume that by the end of the study, they will be able to
well.
The researcher believes that their present study can help others to
improve their performance and will also it can be a reference for the following:
their academic performance and how to make right choices or act in their social
environment. It will also help them accomplished their goals and will waste any
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time waiting for the counselor to accommodate them because the new program
student in the university. With the use of the new program software that will be
introduced their jobs will be easier and the output of the department will increase
dramatically. By this study their performance will increase and it will be much
future researchers as their guide to their own researches. This study is open for
Centro Escolar University; what are their steps in allocating their resources and
how they allot time to students who need counseling. The study includes the
processes of the said department and particular software that will be created to
help the department operate more efficiently and faster. It is focused on the
The study will show how efficiently they can operate using an automatic process
The study does not cover any other department or students without
academic deficiency. This will be limited with the students of Centro Escolar
Centro Escolar University, Manila. The target department will only compromise
the time of students, counselors and staff of GCD within its vicinity.
Definition of terms
duties.
guidance.
information.
systematic observer.
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Chapter 2
This chapter includes the review of the related literature and studies which
the researchers have persuade to shed light on the topic under study.
Foreign Literature
Some general topics and facts were formed to be followed in the book
Grubb, the topics that relate to the present study states that, guidance and
"experimenters" and "undecided" students, who know that they need some form
of post-secondary education to get ahead but are not yet sure what field of
into the site visits of 15 community colleges, as part of the CCRC National Field
that students know how to use information wisely. In contrast, some counselors
states that teachers believed that their students have their own skills and
competencies right from the start that they enroll in the school. All the knowledge
and additional skills that they can gain from the schools and universities are
the intelligence by catering the specific needs in academics and hand-on for the
students but also enhancing the students’ skills like in their social relationships.
The teachers’ efficacy in the pedagogical setting stays in their role as the
expected not only to address their ability to sustain the knowledge but also be
a guardian and services in counseling. The reason behind this idea can be the
schools towards the efficacy and competency of the education, there is no doubt
that counseling is one of the proposed additional loads for the teachers. There is
a significant higher efficacy on the part of the teachers and their influence in the
future of the students but there are still room for fostering the improvements and
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contribution of the teachers in the efficacy and those are the respect and
confidence for the student-teacher relationship, the training for the counseling
profession, and the experience they gained through the ongoing teaching
practice. The counseling services provided by the teachers in Hong Kong can be
because clearly, it suggests that teachers are the one responsible in guiding the
students, not only within the school’s premises but also in their home. The
influence of the teachers’ effectiveness should reflect in how the students were
depends on how the people understand the profession, either way; it is under
the psychology profession that offers broad approach on the behavior of the
individual and often gives comprehensive advice as part of the service. In the
counselors promote the academic, career, and personal and social development
of children and youths. These aims are possible through evaluating the students’
are expected to play role in the academic support, goal setting and sound
the future plans, and many others all for the target in creating a good
Coordinator and Monitor: The Role of Counselors in the Puente Program” on the
year 2002 stated that a reform to address weak high school counseling.
group meetings about college, cooperate with English teachers, set up meetings
field trips to colleges, and carry out many other activities beyond conventional
roles. Their perspectives about students and parents reveal the complexity of
Dr. Sandra Broz wrote in her column “Internet and Counseling” published
counselor with the Internet can communicate with in his client, students anytime
and anywhere. We have the internet technology is not new and not something to
fear, let alone should be avoided. Because with this technology we can easily
communicate with anyone, anytime, and not bound by space and time. So that
the process of counseling can be done anytime and anywhere, thus students
network, because it might not feel uncomfortable and afraid known by others.
Thus the process of interaction between counselor and client will feel more
counselor and client can be done anytime and anywhere without being limited
space and time. Thus the role of high technology in education, especially
and Counseling) is ready with this technology? If you're ready then when else if
not starting now, because many facilities, materials and so we can get these
cyberspace.
from Reimagining, which was written by Jean Johnson, Jon Rochkind and Amber
Ott was published by McGraw Hill Incorporated. The article stated that these are
routinely feel besieged and overworked, scarcely able to keep up with the
counselor ratio of 100 to 1 but points out that, on average, in public schools
across the United States, the ratio is more than twice that—265 students for
every counselor (Clinedinst & Hawkins, 2009). Some states have much higher
Minnesota, Arizona, Washington, D.C., and Utah, the numbers are above 700.
overseeing testing programs, along with lunch duty, attendance monitoring, and
substitute teaching. Under the current system, public schools often seem to
assume that counselors can juggle a whole roster of duties and still effectively
This kind of system might have worked reasonably well when fairly small
numbers of students went to college and a high school diploma was all that
firefighting or police work. But such a system is almost certain to misfire, given
economy in which the vast majority of good jobs require some college or some
kind of certification.
These literatures are related to our current study because it has the same
rationale and impression. We conducted this study about the Guidance and
regards to their manual queuing processes, which is both the counselors and
Local Literature
(Central Intelligence Agency [CIA], 2011). Patterned after the United States, its
estimated 101 million people (CIA, 201 1). The poverty rate was estimated at
32.9% in 2006 (National Statistics Office [NSO], 2010) using the World Bank's
defined as living on less than $2 a day, with powerfully high food insecurity
(NSO, 2010). The country has had a long history of cultural influences: the
& Roces, 1985). All contributed to the Filipino phenotype and rich diversity in
culture and tradition, evident in the number of dialects (about 80, 11 of which are
physical disasters, overseas working, graft and corruption, and economic and
need for mental health assistance and widespread ignorance of the field; they
also advocate for mental health and resilience in difficult life circumstances.
(a) superstition; (b) reliance on elders, faith healers, and fortune tellers; and (c)
(CIA, 201 1). The American occupation, from 1898 to 1941 (and military bases
into the 1990s) followed Spanish colonization. From public school to government,
the United States has had a strong influence on the country (NSO, 2010). The
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anything American over anything Filipino. The United States has even had a
with two colleges in Manila providing guidance services geared toward identifying
occupation from 1941 to 1944. From the 1940s to the 1960s was a period of
when they returned to the country. The birth of the two associations most
happened at this time. From the 1970s to the 1990s, the movement in counseling
counseling models learned in the United States within the context of Philippine
culture and the realities of its social issues. The organizations established then
structure and its instability and oppression; but these shifts have also
demonstrated the power of the people, for example, when thousands of Filipinos
the necessity for advocacy and a social justice agenda (Tuason, 2008).
The family is the main unit of Philippine society, and Filipinos value family
than trust strangers to help them solve their problems. Counseling practices that
work best involve the family, and family systems therapies are predominant,
&Tarroja, 20 1 1 ) such as play (Carandang, 2009), art, and music for children.
States during the 1960s and 1970s and because of the cultural environment,
tapping into the valuable resource available in people's faith and spirituality.
family or friends who have experienced the benefits of the counseling process,
unlike in the United States, where counselors can be found by using the Internet
or the telephone book. In the United States, a counseling session usually lasts an
hour and costs about $100; in the Philippines, although a session is prescribed
as an hour and can range widely in cost between 500 and 2,000 Philippine pesos
(U.S. $ 1 2-$50), it usually lasts longer because Filipinos are not overly
concerned with punctuality (Roces & Roces, 1985). It is also common for clients
to miss sessions and not be billed for them. Because of the cost of counseling
and the absence of the luxury of time, it is usually middle- to upper-class people
who can afford counseling. The impoverished do not usually seek counseling
funded research may also provide counseling to the poor (e.g., Carandang,
1996).
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Based on the “Guidance and Counseling Act of 2004” states that the most
Act of 2004 (Republic Act No. 9258). The Act was intended to professionalize the
Board of Guidance and Counseling, which is under the administrative control and
health workers did not need a license to practice nor was there a regulatory
psychologists are following suit through the Philippine Psychology Act of 2009
(Republic Act No. 10029), which will regulate psychology and create a
Although mental health providers have the same mission, hierarchy dictates that
where the individual earned her or his degree: A U.S.-trained counselor has more
the fullest and plan his/her present and future in accordance with his/her abilities,
in this law are counseling, psychological testing, learning and study orientation,
research, placement, referral and group processes, and teaching guidance and
counseling courses.
pastoral counseling. Most programs offer master's degrees and a few offer
are determined by individual programs and are often patterned after courses in
the United States, although courses are taught with extensive applications to the
dissertations (e.g., Nísperos, 1994; Trivino, 2000). The two main differences
between training programs in the Philippines and the United States are the field
are available, 100 practicum hours are required for the master's degree and two
semesters of internship for the doctoral degree, much less than the 1 ,000 hours
required for a master's degree in the United States. Moreover, regular weekly
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licensed guidance counselor does not include supervised internship. The current
supervisors that fulfill the tasks necessary for supervision. Autonomy was
training and practice, without having to rely on the guidance of a supervisor. This
on their supervisors and, eventually with more knowledge and experience, gain a
supervisors. Findings from the current study on Filipino counselors reveal that
autonomy is not an outcome of the process one goes through from being a
novice trainee to a more capable practitioner, and that one seems to be required
These literatures are correlated to our current study because it has the
matching point and model. We conducted this study about Guidance and
regards to their manual queuing processes, which both students and counselors
will benefit.
Foreign Studies
Counseling (2003), it states that as the 21st Century unfolds, the United States
increase dramatically. Increasing company size and complexity is the rule rather
than the exception. This often creates job invisibility and makes the transition
from school to work, and from work to further education and back to work again,
Social structures and social and personal values also continue to change
and become more diverse. Emerging social groups are challenging established
groups, asking for equality. People are on the move too, from rural to urban
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areas and vice versa, and from one region of the country to another in search of
increasingly diverse.
All of these changes are creating complex challenges for students as they
anticipate the future. A rapidly changing work world and labor force; violence in
and sexual experimentation are just a few examples of the complex challenges
students face today. They are not abstract aberrations. They are real and have
and will continue to have substantial impact on the personal/social, career, and
programs and services at national, state, and local levels to help students deal
assist students to respond to these complex challenges through their work within
many colors” (Miller, 1961, p. 3). In the beginning, the early 1900s, the term for
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problems of those times and concerned the entrance of young people into the
work world and the conditions they might find there. Economic concerns focused
on the need to better prepare workers for the workplace while educational
concerns arose from a need to increase efforts in schools to help students find
Social concerns emphasized the need for changing school methods and
employing industries.
Winsome Gordon. It states that the Guidance Program, like any other
that the program responds to the unique needs of its clients. It provides benefits
needs. For any guidance program to meet successfully the needs of all students,
integral part of the school program, and complements other school activities. It is
that it assists students who are growing up in a complex world. It should help
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them to develop into full human beings, capable of maximizing their potential in
all the four fundamental areas of guidance, viz.: personal, educational, social and
vocational. It should provide students with the assistance necessary for their
maximum development. The program should also decide what services to offer,
up and evaluation services. The program should use all staff members and
determine their roles in it. It, therefore, demands consultation, co-operation and
co-ordination. A program should define the role of the guidance personnel, who
for the clients, and not merely maintain a status quo. It must be purposeful, and
designed to meet the priority needs of the clients. These needs should be met in
an efficient and effective manner. It should be stable and unaffected by the loss
of personnel, as this determines the extent to which it meets the desired goals
and objectives.
Each program must be specifically designed for the clients it serves. There
Effective Programmers are flexible, since this allows for adaptation to future
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growth and effectiveness. Program development not only calls for needs
assessment but reflects other characteristics of the clients, such as age, location
is to meet the desired goal. When the program is well organized, there is no
doubt that all involved will participate to the fullest extent. The teachers should
see it as their own, rather than the headmaster’s or the guidance teacher’s
These studies are associated to our current study because it has the
equal principle and functions. We conducted this study about Guidance and
Counseling, in order for us to suggest a new queuing process that may further
develop the department’s output, which both students and counselors will benefit.
Local Studies
connection with every student in the school. With the advent of systems thinking,
the elementary school and counselor now has a working relationship with
students’ families and with the community social agencies. Although the roles of
and extinguishing negative behaviors, and consulting with teachers, parents, and
Like elementary school counselors, the roles of middle and high school
social, and career issues. Typically, these areas get blended together when
working with a student on any one topic; hence, it is impossible to separate the
and high school have experience with all these areas and work with others in the
school and community to find resources when a need arises. It is common for a
school counselor to be the first person a student with a difficulty approaches. The
school counselor then assesses the severity of the problem in order to provide
can be integrated with goals of school counseling but can also dilute the time
This study is related to our current study because it has the same purpose
and concepts. We conducted this study about Guidance and Counseling, in order
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for us to help improve the department’s services with regards to their manual
Chapter 3
the study. It discussed the method of the research used, respondents of the
population or universe being studied. It describe the “who, what, when, where
and how” of a situation, not what caused it. Therefore, descriptive research is
The researchers used the descriptive method to make the study more
understandable for the readers. This may help to understand who are the
respondents of the study, clearly defines everything about the research and for
what is the study. This will also help other researchers to clearly understand the
flow of the study, so they may use the study as a reference of their own.
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participate as respondents of the study. The subject and respondents are fairly
selected to make the study reliable. The selected students from the said college
Subjects in this study are 197 students with academic deficiency from
Sampling Technique
and is used when there are a number of distinct subgroups, within each of which
status. The selection of elements is then made separately from within each
The researcher used the said sampling technique to clearly classify the
The tool that the researchers used in conducting the research was the
with the approval of Dr. Leny R. Dellosa, research adviser and Dr. Ma. Flordeliza
because the researchers respect the privacy of the respondents. After the
choices of courses program in SAM. Next is the year level and gender of the
respondents. The questionnaire identify the different areas for assessment in the
Through this, the researcher will have the data if the students with
academic deficiency are satisfied and aware of the process and services
All the data and information were collected with the use of the
study which was done by the researchers. It encompasses questions that have
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survey, two types of rating scales were used to understand the degree of
awareness of the students to the GCD. After the confirmation of our adviser,
these were circulated to the students with academic deficiency. All the answers
are kept at strict importance and the respondents’ identity are not necessary.
Selected students were given and asked to rate everything included in the
performance and services provided by the department. After disseminating all the
data and information, these are evaluated to understand fully and reveal items
The researchers used are the weighted mean. The weighted mean or
Chapter 4
linked to the format of the questionnaire. The following will be used to analyze
This chapter will focus on the analysis and interpretation of data that was
collected for this study. According to De Vos, data analysis entails that the
questions and to test hypotheses. The analysis of research data does not in its
TABLE 1
15-17 years old age bracket, 63 or 48.46% belong to the 18-20 years old age
bracket and the remaining 53 or 40.77% are 21 years old and above.
40
It reveals that respondents with the ages of 18-20 have the highest
percentage in the conducted survey, this shows that the majority of the
TABLE 2
It reveals that the highest percentage came from the course of Marketing
TABLE 3
Table 3 shows that out of the 130 respondents, 21 or 16.15% are 1 st year
students, 27 or 20.77% are 2nd year students, 41 or 31.54% are 3rd year
students, 17 or 13.08% are 4th year students, 5 or 3.85% are 5th year students
It reveals that the 3rd year students have the highest percentage in the
conducted survey. This means that they are the most active in terms of
TABLE 4
respondents are male students. This means that the male students encounter
more problems with their academics rather than the female students.
TABLE 5
The table shows that the different aspects of the Queuing System of the
Session Rooms and Facilities was rated needs improvement (4.78), Counseling
Feedback and Results was rated needs improvement (4.53) and the last aspect
It reveals that the different aspects of the Queuing System have an overall
rating of superior. This means that most of the respondents were satisfied with
Chapter 5
recommendation based on the analysis of the result of the study on the Queuing
Summary of Findings
shows that only 30% of the population has problems with their studies.
means that the respondents were not entirely satisfied with the
3.75.
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needs improvement.
2.4 Scheduling of Counseling, the study shows that the weighted mean of
2.6 Counseling Feedback and Results, the study shows that most of the
mean of 4.53.
3. With the use of the survey as the source of information, it shows that most
the Queuing System of the department. The aspects that were rated as
needs improvement which was the lowest scale are the following:
Conclusion
drawn:
can be concluded that only a few students of SAM are having trouble
in their academics and they are the one who are monitored by the
2. It can be concluded that based on the datum gathered, the overall all
which has a weighted mean of 3.90. This means there are some
3. The study shows that the Guidance and Counseling have a lot of
the study. This means that if the department will implement the new
4. The respondents have shown their insight in the services they have
received in the department, most of them are satisfied but some are
Recommendation
1. This study urges to keep or improve the quality education given by the
system which was rated very low, not just to satisfy the students but also
have the lowest grade to increase the output of the department and be
factor to know the certain improvements that must be made in the process
BIBLIOGRAPHY
Myers, Allen R. Guidance and Counseling. New York: McGraw Hill, 2006.
Richard V. Goering, et. al. Students and Counselors: A Strategic ways on
understanding each other. China: Elsevier, 2008, 4th ed.
JOURNALS
Maria Teresa Tuason, et. al. Journal of Counseling and Development. Volume
90, Issue 3. 2012.
ELECTRONIC
Grub, Norton (2002). “Guidance and Counseling: The Dilemmas of guidance and
counseling” from http://ccrc.tc.columbia.edu/Collection.asp?cid=22.