Minimizing process Improvements through customer-focused collaboration within Smarts Prepaid Product Development Team

Date of Publication


Document Type

Master's Thesis

Degree Name

Master of Business Administration


Ramon V. Del Rosario College of Business


Decision Sciences and Innovation Dept

Thesis Adviser

Maria Victoria Tibon


My research on minimizing process improvements through customer-focused collaboration within Smart's prepaid product development team has significantly helped me and my company. After the completion of this research, the objective of reducing the number of reworks coming from new product launches was realized. My research was focused on integrating customer centricity towards the prepaid product development team. The impact made was to formally introduce the concept of customer focused product development to the team who previously has not given enough consideration on customers' perspective in product creation. My action research has helped the company in creating a product with a better quality thus resulting to a decrease in the number of reworks which entail cost. Though our team was not granted a formal training and certification for customer experience management, My team and I was able to successfully influence the product development team to integrate product features to ensure customer satisfaction this is with the guidance of the Kano analysis framework that we used which served as our guide in analyzing customer requirements needed to be fulfilled in a product. With the help of this research, I was able to realize that working in a collaborative environment helps me come up with better ideas and encourage sharing of different perspectives thus avoiding impartiality when it comes to decision making process. There are a lot of things I have learned doing this research such as managing my thoughts, carefully constructing ideas, importance of triangulation of data and others. But the most important learning I got was I learned to be more confident in standing up for my ideas. My apprehensions and fear of rejection is shrinking but I still practice humbling myself when someone gives me a remark on my weakness.

Abstract Format






Accession Number


Shelf Location

Archives, The Learning Commons, 12F Henry Sy Sr. Hall

Physical Description

computer optical disc.

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