Improving the users' satisfaction rating of an IT service operations team: An action research in promoting an enabling work community through the implementation of a service knowledge management database

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

Benito L. Teehankee

Defense Panel Chair

Divina M. Edralin

Defense Panel Member

Maria Victoria P. Tibon
Azenith Castillo
Brian C. Gozun


This action research focused on addressing the low users satisfaction rating of an IT Service Operations team responsible for maintaining and managing the Supply Chain Enterprise Resource System of a multinational company. Its main objective was to improve the quality of service provided by the team to the business users. This was done by implementing a service knowledge management database that contains documentations of previously resolved system issues and compilations of the technical supply chain processes of the company. This allowed the members of the service operations team to increase their competencies in doing their daily tasks as it minimized the need for rediscovering knowledge and at the same time allowed them to provide quality solutions. The establishment of the knowledge database was based on the Data, Information, Knowledge, Wisdom framework by Bellinger, Castro and Mills, and methods and dynamic states of a knowledge object by Dinh, Van and Nomo. These theoretical frameworks served as a guideline on how data and information can be transformed into useable forms of knowledge which can be applied in the daily operations. The intervention resulted to an improvement in the users satisfaction and the quality of work being done by the IT Service Operations team. The teams participation in this action researched transformed them to become enablers as the team was successful in creating initiatives that made a significant impact in the organization.

Abstract Format






Accession Number


Shelf Location

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

Physical Description

1 computer disc ; 4 3/4 in.


Customer service; Business enterprises; Information technology--Management

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