Increasing knowledge on the loan pre-screening process in ABC bank

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 P. Tibon

Defense Panel Chair

Raymund B. Habaradas

Defense Panel Member

Jaime T. Cempron
Benito L. Teehankee
Brian C. Gozun


This action research discussed Quezon City Lending Centers operating issue pertaining to the lack of knowledge of branch managers on the loan pre-screening process as manifested by the low success rate of referrals. Knowledge has been defined as a primary factor for strategy formulation as it is an important source of profitability. The objective of this research is to improve success rate of referrals by focusing on eligible borrowers, thereby, helping the lending center grow its loan portfolio and improve its profitability from interest income. The management model of SERVQUAL (Service Quality) by Berry, Parsuraman & Zeithaml and Iceberg Model of Competencies by Spencer & Spencer were used in understanding and addressing the issue. Likewise, Lewins Three-Step Change Model was applied to formulate and manage change within the organization. Through a collaborative action research, the causes of low success rate of referrals were identified and actions were taken to increase knowledge of the branch managers on the credit process. Trainings and branch visits were conducted which resulted to improvement on loan conversion of branch referred leads. The result of this research revealed that training has been invaluable in increasing productivity of organization, but also enhances employees resourcefully and provides them an opportunity to virtually learn their job and perform competently. It is a way of enhancing employee commitment and maximizing employee potential. This research suggests that revenue cycle is driven by knowledge, innovation and creativity which all come from employees as identified by Rohan & Madhumita. Thus, there is a strong relationship between training, employee, productivity, and profitability. Keywords: knowledge, loan pre-screening, referrals, training.

Abstract Format






Accession Number


Shelf Location

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

Physical Description

1 disc ; 4 3/4 inches


Bank management; Loans; Bank employees--Training of

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