Enhancing the filing system of customer information folders of XYZ BankNew Accounts Section

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

Jaime T. Cempron

Defense Panel Chair

Pia Redempta T. Manalastas

Defense Panel Member

Robert Rol Richard Raymond B. Ramos
Ana Liza Asis-Castro
Analiza Rollon
Maria Victoria P. Tibon
Brian C. Gozun

Abstract/Summary

In this action research paper, the objective is to solve the issue of inefficient and ineffective filing system of BGC branch. Accurate filing of documents is crucial, especially for banks, as it may affect the delivery of service to clients. This holds true since delayed in processing of transactions began from uneasy retrieval of documents. The action researcher used the 5 Whys Framework to determine the root cause of the identified problem in BGC branch which is the lack of systematic approach of filing bank documents. The Ladder of Inference and collaborative efforts through the use of Schein’s (1999 2009) three types of inquiry was used to come up with the appropriate action plan to address the issue. Likewise, Lewin’s Change Theory and Kotter’s (1996) 8-step Process for Leading Change were used as guide in determining the different activities of the action research project.

Several collaboration efforts were done with the branch manager, the team and the whole BGC branch employees to come up with the list of activities for the project. Inquiries and reflections were properly documented by taking down notes, furnishing minutes of meetings, maintaining a pool of solicited comments and suggestions, gathering and summarizing pertinent data and other materials to support the four steps of the action research cycle, namely: constructing, planning action, taking action and evaluating action. Furthermore, the Observation, Reaction, Judgment and Intervention (ORJI) framework of Schein (1999) was widely used for doing the appropriate intervention and making reflective journals. Two cycles were done in the conduct of this action research project, spanning from March 2016 until May 2016.

Abstract Format

html

Language

English

Format

Electronic

Accession Number

CDTG007072

Shelf Location

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

Physical Description

1 computer disc ; 4 3/4 in.

Keywords

Filing systems; Industrial management; Banks and banking

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