Date of Publication

2-27-2020

Document Type

Master's Thesis

Degree Name

Master of Business Administration

College

Ramon V. Del Rosario College of Business

Department/Unit

Management and Organization

Thesis Adviser

Frances Jeanne L. Sarmiento

Defense Panel Chair

Maria Paquita D. Bonnet

Defense Panel Member

Jaime T. Cempron
Rachel A. Quero

Abstract/Summary

Public officials and employees are mandated to discharge duties with utmost responsibility, integrity and competence. They shall be accountable at all times to the public they serve. In this regard, it is an ongoing concern of the government offices to maintain and reinforce a culture of excellence with the value of accountability. In the Bangko Sentral ng Pilipinas, its Department of Loans and Credit are committed to deliver banking services standards through timely delivery of accurate reports and services to clients. This includes, as part of its operations, preparation of different types of outgoing documents that are being submitted to various stakeholders. In line with this, the Office of the Director emphasized ensuring the quality of these documents. During the conduct of this action research, my collaborators in the Accounts Management Division B and I have collaboratively constructed the issue on the occurrence of lapses in the outgoing documents submitted to the senior-level management which were overlooked by the Division. Due to these lapses, the quality of these documents was compromised. This action research was driven by understanding the BSP’s core values which direct the organizational behavior that creates an impact on the employee and organization’s performance. In the first cycle, we based our intervention on the Accountability Theory which directed us to the value of accountability in our work as a team. Consequently, we used the Poka-Yoke method to improve our process and address the foregoing issue. In the second cycle, we further analyze the issue which led us to the use of the Model of Knowledge Sharing between Individuals in Organizations. Finally, our team proposed a framework that highlights important elements to improve the quality of work output which can be applicable to the organizations, both government and private, that have high regard to the service quality they provide to their customers.

Abstract Format

html

Language

English

Format

Electronic

Keywords

Banks and banking—Records and correspondence—Quality control; Banks and banking, Central —Records and correspondence—Quality control

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Embargo Period

8-9-2022

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