Date of Publication


Document Type

Insider Action Research

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

Raymund R. Habaradas

Defense Panel Chair

Benito Teehankee

Defense Panel Member

Patrick Adriel Aure
Ana Liza Asis-Castro


This action research focuses on the reasons why there are intermittent issues on quality of our manufactured products, specifically refractory castables and plastic moldable castables. Assistco has been in the business of manufacturing refractory castables since 1984 through a licensing agreement with Thermal Ceramics USA and with Coastal Refractories, USA in 1992. Since the manufacturing agreement started, there have been a clear set of testing procedures done to test the quality of the raw materials and of the finished products. As the product line continued to increase in quantity, more mixes and formulations were added to the product list. In the latter part, particularly from 2010 onwards, there were intermittent instances of customer complaints on our manufactured products not performing well, particularly because the castable did not set as indicated in the brochure or did not set at all. There were also some complaints of the product having a very short setting time that did not allow the installers to work the product properly into place. The current method of QC is checking various parameters such as bulk density and setting time, that are done in-house together with the testing of raw materials that are done by a third party. In cases wherein the stocks are needed to be delivered quickly to the customers, these tests are still carried out, but the results are obtained after the stocks have already been released from the warehouse. This action research tackled the issue of how to prevent the cases of the castables not setting on time by analyzing what other procedures can be done to thoroughly check the material before they are released for delivery. The first cycle identified additional test procedures that needed to be done per production batch to ensure that all items manufactured are tested and have passed the quality parameters. The second cycle focused on how to assure that marketing and warehouse department will not deliver the finished materials until the test results have been released and confirmed as acceptable. The collaborators were able to come up with additional procedures that allowed all product batches to be tested and also assured that they will only be delivered once the test results have been verified that all batches have passed. This further enhanced the product’s quality image to our customer because we can assure them that all castables manufactured have been properly tested and passed the necessary quality standards. This action research showed me the positive effects of collaboration among employees. Being part of the solution further boosts a person’s interest and resolve to see the whole process through. There is a genuine desire to monitor the implementation of the action and see the results of the intervention. There is less need to push the person to do their part, therefore making it easier to manage the change that is being implemented in the company. This happens because the key players are invested in the process.

Abstract Format






Accession Number



Manufacturing industries—Quality control; Quality control

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