Date of Publication


Document Type

Master's Thesis

Degree Name

Master of Business Administration

Subject Categories

Business Administration, Management, and Operations


Ramon V. Del Rosario College of Business


Management and Organization Department

Thesis Adviser

Benito L. Teehankee

Defense Panel Chair

Pia T. Manalastas

Defense Panel Member

Maricel Balatbat
Denver Daradar


This action research focused on leveraging business intelligence for Finance Shared Services Workload Management Improvements. The main objective is to sustain the data integrity of workload management reports for accurate workload distribution and billing statements sent to business units. Furthermore, this paper aims to create a culture of accountability and transparency in the workplace by enabling employees to manage their workload to ensure the quality of work and personal safety. Lean, Scrum Framework and the Prosci ADKAR model were used as frameworks to lead the transformations in Finance Shared Services effectively.

The first cycle involves the development workload management dashboard. The workload management dashboard replaced the manual preparation of reports performed by the Finance Business Planning Team. The dashboard has a feature that proactively detects all invalid company codes that should not be part of the billing information. The first cycle intends to make the data discrepancies visible to the leadership team, who is responsible for reinforcing quality work in the shared services.

The second cycle activities focused on the enhancement of the Workload Management Tool. The collaborators worked on the feedback and suggestions from the evaluation of the first cycle that includes the creation new set of controls or what we called "mistake-proofing" features to ensure data integrity and accurate billing information. The importance of quality input emphasized to create a sense of ownership in each member of the organization.

The completion of the two cycles, exceedingly met the objectives of this action research, which led to a powerful shift of perception in Finance Shared Services and created a culture of accountability and transparency in the workplace.

Abstract Format



Information organization; Information storage and retrieval systems

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