Role of External Affairs Department: Leveraging as a Strategic Pillar to Enhance Management Practices and Organizational Resilience in a Business Process Outsourcing Company

AUTHOR(S)

Joslyn B. Canon

ABSTRACT

—— This study assessed the role of External Affairs Department: Leveraging as a Strategic Pillar to Enhance Management Practices and Organizational Resilience in a Business Process Outsourcing Company. Using an embedded single case study design, the research examined Qualfon Philippines operations in Cebu and Dumaguete during 2024. Eight participants provided data through interviews analyzed using thematic analysis revealing six themes: multifaceted stakeholder relationship management, assessment frameworks, crisis management strategies, organizational stability mechanisms, cross-site coordination approaches, and strategic optimization recommendations. Results demonstrated that External Affairs Departments serve as critical strategic pillars enhancing organizational resilience through systematic stakeholder engagement, regulatory compliance, and adaptive governance. The study developed comprehensive strategic frameworks optimizing External Affairs functions through enhanced communication, cross-functional integration, and performance evaluation. Keywords — External Affairs Management, Business Process Outsourcing, Organizational Resilience, Stakeholder Engagement, Multi-Site Operations, Strategic Management