An Insider action research on process flow improvement through kaizen
Date of Publication
2016
Document Type
Master's Thesis
Degree Name
Master of Business Administration
College
Ramon V. Del Rosario College of Business
Department/Unit
Decision Sciences and Innovation
Thesis Adviser
Jaime T. Cempron
Defense Panel Chair
Benito L. Teehankee
Defense Panel Member
Ana Liza Asis-Castro
Pia Redempta Manalastas
Abstract/Summary
We often hear the saying, Nothing is constant but change. This saying encompasses on everything including businesses.
In the very competitive industry of banking and finance, it is how a company differentiates its products and services and over-all operation that gives it the clear-cut edge and advantage over his competitors. A companys products and services should always be better than what their competitors are offering, their business operations superior than what their competitors are doing. To achieve this, the most effective way would be to continuously improve the quality of their products and services offered in the market and most importantly their business operations. The concept of Kaizen or continuous improvement have been around the corporate world for the longest time and has helped many large and well-known companies into a success story, the most famous would be the Toyota car-maker company. The goal of this Action Research is to improve the current process flow in Sending out Insurance Renewal Notices for XYZ Financing Services Corporations Insurance Team. To achieve this goal, we, the researchers, used the Deming Cycle or the PDCA Cycle in analyzing the issue into a more systematic way. The use of the PDCA Cycle helped us identify the root cause of the issue and plan the interventions to be implemented. This Action Research resulted in a new process flow that eliminates the intervention from the It Department, making it solely the responsibility of the Insurance Team to generate, print and send out the Insurance Renewal Notices from the system databank up to the hands of the Courier Service representatives. The adapted new process flow was reinforced by the Letter of Authorization and Memorandum signed by the Management that gives the Insurance team access to the system data bank to directly access and print the Notices. Controls in the new process were made through monitoring by the IT Department on the receipts of data generated. Interventions and activities include informal interviews and meetings between the whole Insurance Team and a representative of IT Department. This research also helped improved the teamwork and communication within the Insurance Team through collaboration and active participation during the whole Project.
Abstract Format
html
Language
English
Format
Electronic
Accession Number
CDTG006518
Shelf Location
Archives, The Learning Commons, 12F Henry Sy Sr. Hall
Physical Description
1 computer optical disc; 4 3/4 in.
Upload Full Text
wf_no
Recommended Citation
Ubana, S. A. (2016). An Insider action research on process flow improvement through kaizen. Retrieved from https://animorepository.dlsu.edu.ph/etd_masteral/4983