An action research towards minimizing error on voucher examination of vendor payments

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 Paquita Diongon-Bonnet

Defense Panel Chair

Maria Victoria P. Tibon

Defense Panel Member

Alvin Neil A. Gutierrez
Ma. C. P. Assumpta C. Marasigan
Maria Victoria P. Tibon
Brian C. Gozun


The main goal of this action research is to minimize errors on voucher examination of vendor payments through the concept of error management. This approach acknowledges that human errors are fundamental to the organization and therefore does not attempt to eliminate errors completely, but rather attempts to deal with the consequences after an error has occurred (Van Dyck et al., 2005). As her intervention, the action researcher introduced an error management tool for communicating errors and identifying areas for improvement. The process followed the action research cycle namely constructing, planning action, taking action, and evaluating action. To achieve the best possible outcome, two AR cycles took place following the ADKAR (Awareness, Desire, Knowledge, Ability, and Reinforcement) change model. Introduced by Jeff Hiatt, this model is suitable for understanding change at an individual level. Data gathering methods included first, second and third person inquiry. Throughout the study, the researcher collaborated with her fellow voucher examiners, her team leader and certifying officer through one-on-one/group interviews, meetings, surveys and email exchanges. Stories, outcomes and reflections were recorded in a digital journal on a daily basis using the ORJI (Observation, Reaction, Judgment and Intervention) framework of Schein (1999). Another action research tool utilized in this study is the ladder of inference. The two cycles of the action research project were completed by June 30, 2018.

Abstract Format






Accession Number


Shelf Location

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

Physical Description

1 computer disc ; 4 3/4 in.


Industrial management; Industrial organization

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