Cross-training of human resources in B&M Global Services Manila

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

Thesis Adviser

Rachel A. Quero


B&M Global Services Manila, Inc., is an offshore shared service center of Baker & McKenzie (the parent firm), an international law firm headquartered in Chicago, U.S.A. The issue dwelt on insufficiency of staff within the Practice Support Team where I belonged as our workload continued to pile up without a new personnel being hired. The intervention in this action research was the implementation of cross-training within our group. Cross-training falls under training, which generally refers to a companys planned effort to facilitate employees learning of job related competencies. Cross-training is important as it seeks to improve operational efficiency, develop new skills, and promote collaboration. In this action research, cross-training was partially successful since it was only implemented within a limited time frame and with selected colleagues within our Practice Support Team. The Job Demands and Resources Model was the chosen conceptual framework. The Appreciative Inquiry Method was used for the evaluation of change management. The findings in this research may support future studies and may be used as a basis for applying cross-training in other teams, departments, or companies.

Abstract Format






Accession Number


Shelf Location

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

Physical Description

computer optical disc.

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