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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