"Implementing a PC-based customer request monitoring system in a heatin" by Ronicson L. Baltazar

Implementing a PC-based customer request monitoring system in a heating component manufacturing family firm

Date of Publication

12-2018

Document Type

Insider Action Research

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

Rachel Alvendia Quero

Defense Panel Chair

Benito L. Teehankee

Defense Panel Member

Maria Paquita D. Bonnet
Patrick Adriel H. Aure

Abstract/Summary

Information Technology (IT) capability is an ability that has been generally regarded as basic for a firm‟s survival and sustenance. This research project used Coghlan and Brannick‟s action research methodology to address the issue of ineffective tracking of customer requests in our family business of heating component manufacturing. I, as the Assistant Manager and Sales Team Lead served as the action researcher in collaboration with my team. We used the Readiness for Innovation in Family Firms (RIFF) framework and Kurt Lewin‟s Change Model to adopt and implement an IT-based information system for tracking of customer requests. The RIFF framework provided a diagnostic assessment and identifies multiple factors pertaining to the firm‟s readiness for information technology adoption. Kurt Lewin‟s Change Model helped us in preparing our family firm for the organizational changes coupled in implementing a monitoring system. By combining both the RIFF framework and Change Model, this lead researcher, in collaboration with the Sales Team and the family firm‟s owners, enabled the firm to engage in a successful adoption and implementation of a PC-based customer request monitoring system and promptly respond to customer requests.

Abstract Format

html

Note

Title on CD label: Implementation of a PC-based customer request monitoring system In heating component manufacturing family firm

Language

English

Format

Electronic

Accession Number

CDTG008135

Keywords

Management information systems; Family-owned business enterprises

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Embargo Period

1-15-2025

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