Simplifying the complex: Towards a more manageable work process for KYCS-NB Team: An action research project
Date of Publication
2017
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
Maria Victoria P. Tibon
Defense Panel Chair
Rachel A. Quero
Defense Panel Member
Ana Liza Asis-Castro
Frances Jeanne L. Sarmiento
Brian C. Gozun
Abstract/Summary
In this action research, I focused on addressing the issue our team collaboratively identified which is the complexity of the KYC process. Manifestations of this issue include the low performance scorecard, which is composed of 50% productivity and 50% quality score, due to the huge amount of excess hours needed to be rendered by our team. This issue lead me to step up and act in behalf of our team. With this project, I aimed to: (1) improve our team's scorecards, and (2) decrease, if not eliminate, the need to render extra hours. As the action researcher, I used the Ladder of Inference to determine the root cause of the issue. I and my teammates used the action research cycle of constructing, planning action, taking action, and evaluating in two cycles. The Demand Management framework was utilized along with Eisenhower's Urgent/Important Principle and Adam Smith's division of labor as guide in identifying the activities to improve the teams work process. The interventions implemented to address both manifestations are (1) team restructuring based on functional specialization where the low performance scorecards issue was addressed and relatively decreased the need to render overtime; (2) priority list to have a visibility of the urgent cases to significantly decrease the extra hours. These activities were successful in achieving the objectives and highlighted the importance of collaboration within our team, making teamwork as the key to success. The experience taught me the virtue of patience and respect in everyone's point of view. Lastly, I and my co-collaborators aligned this action research project to the company's values that is one must be open to change, dependable and connected, in order to build a lasting relationship with anybody, whether customers or stakeholders.
Abstract Format
html
Language
English
Format
Electronic
Accession Number
CDTG007240
Shelf Location
Archives, The Learning Commons, 12F Henry Sy Sr. Hall
Physical Description
1 computer disc ; 4 3/4 inches
Keywords
Work environment; Teams in the workplace; Personnel management
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Recommended Citation
Tesorero, R. R. (2017). Simplifying the complex: Towards a more manageable work process for KYCS-NB Team: An action research project. Retrieved from https://animorepository.dlsu.edu.ph/etd_masteral/5331