Added Title

Establishing a technical issues dashboard for the Corporate Services Department of Company AMB

Date of Publication

2020

Document Type

Master's Thesis

Degree Name

Master of Business Administration

Subject Categories

Management Information Systems

College

Ramon V. Del Rosario College of Business

Department/Unit

Management and Organization

Thesis Adviser

Angelique Blasa-Cheng

Defense Panel Chair

Pia Redempta Manalastas

Defense Panel Member

Mary Margaret Que
Shieradel Jimenez

Abstract/Summary

This paper discusses the importance of capturing tacit and shared commercial knowledge in Company AMB’s Corporate Solutions Department under the Corporate Services Segment through following a knowledge management framework. Commercial knowledge was defined as knowledge that has practical use and value for the organization, and something that is not just “good-to-have.” The action research was completed by implementing two cycles to produce tangible outputs to embody existing tacit and shared commercial knowledge. Additionally, the action research aims to make the primary collaborators more independent in resolving the client’s technical product issues, and ultimately add value to client interactions.

The first cycle covered information collection, organization, embodiment, and distribution where collaborators worked on second-level escalation teams to produce Word and PDF documents that were then stored in the company’s intranet site.

The second cycle focused on supplementing the results of the first cycle by holding a training session to help ingrain the knowledge to the participants, and with the participation of another second-level escalation team that is vital in the primary collaborators’ daily operation.

As a result, the lead action researcher, together with the primary collaborators, were able to produce useful and convenient document references, which involved all significant teams within the department in the process, emphasizing the importance of collaboration between individual members and teams.

Abstract Format

html

Language

English

Format

Electronic

Keywords

Dashboards (Management information systems); Intellectual capital

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Embargo Period

8-9-2022

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