Improving the turnaround time of credit proposals

Date of Publication


Document Type

Master's Thesis

Degree Name

Master of Business Administration

Subject Categories

Business Administration, Management, and Operations


Ramon V. Del Rosario College of Business


Decision Sciences and Innovation Dept

Thesis Adviser

Raymund B.Habaradas


Corporate lending is the universal core business of banks around the world. For the Bank of the Philippine Islands (BPI), it has effectively compete in the local banking industry ranking 2nd in terms of total loan portfolio. In July 2013, BPI went through an organizational restructuring changing the way how the relationship managers (RM) work and established a new division specializing in Credit. Thus, the credit officers (CO) function were created whose primary responsibility is the credit analysis process and must ensure that all credit proposals are delivered on-time to avoid expired credit lines which results to opportunity loss for the bank. The transition to a tandem-based work relationship was not as seamless as management expected it to be. As part of the credit analysis process, the managing COs and RMs must continue to perform due diligence of performing periodic meetings with corporate clients. However, the issue arises as both COs and RMs experienced coordination problems thus resulting into erratic scheduling of client meetings. Consequently, the processing of the grant or renewal of credit lines of clients were not processed on time resulting to customer dissatisfaction and deterioration in the working relationship of both the COs and RMs. This action research aims to resolve the issue at hand using Malone and Crowston's (1993) coordination theory that technology can improve coordination of interdependent activities. The results of which were measured in reference to Davis (1989) Technology Acceptance Model.

Abstract Format






Accession Number


Shelf Location

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

Physical Description

computer optical disc.


Bank loans; Lines of credit

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