Action research on improving the operational performance metrics report of the human resources shared services group

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

Mary Margaret O. Que

Defense Panel Chair

Raymund B. Habaradas

Defense Panel Member

Alvin Neil A. Gutierrez
Karen Selina A. Aquino
Maria Victoria P. Tibon
Brian C. Gozun


This action research focused on improving the OPM reporting of the HRSS group by providing the OPM Report Self-Service tool to operations. This tool improved the process by reducing the time spent by managers in generating their own OPM reports, improving accuracy as the tool requires minimal manual intervention and promote standardization with the use of a single tool throughout the group. Employing both Lean and action research methodology, this action research was able to assess the situation, plan to take action, take action and evaluate the chosen intervention.

The first cycle focused on analyzing the situation, planning to take action, and taking action through the pilot run of the OPM Report Self-Service tool. Collaboration among the operations SMEs/POCs, CIP team PM and developer enabled the action researcher to assess the result of the pilot run and capture the concerns and issues that came up during the activity. Series of workshops and meetings were also conducted in the duration of the action research.

The second cycle picked-up from the three unresolved feedback received after the pilot run of the OPM Report Self-Service tool and focused on the existence of employees with multiple work stream, as the other issues required minimal intervention. Prior roll-out, the core-team was able to resolve all three issues. And by the end of the action research, the team was able to assess the impact of the tool by measuring adoption rate and tracking benefits based on time spent in generating the OPM reports using the tool. The core-team also received requests and suggestions that will form part of the third cycle of the action research and will be applied for continuous improvement of the tool.

Abstract Format






Accession Number


Shelf Location

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

Physical Description

1 computer disc ; 4 3/4 in.


Personnel management--Philippines; Reengineering (Management); Organizational Effectiveness

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