An action research addressing team engagement in ISO certification process using the LEAD- continuous improvement model at a shared service center
Added Title
Addressing team engagement in ISO certification process using the LEAD- continuous improvement model at a shared service center
Date of Publication
8-2019
Document Type
Master's Thesis
Degree Name
Master of Business Administration
Subject Categories
Business
College
Ramon V. Del Rosario College of Business
Department/Unit
Management and Organization
Thesis Adviser
Benito L. Teehankee
Defense Panel Chair
Raymund B. Habaradas
Defense Panel Member
Shieradel V. Jimenez
Frances Jeanne Sarmiento
Abstract/Summary
This Integrated Action Research addresses the issue of lack of team engagement in ISO certification process at a Shared Service Center. The desired goal is the team’s readiness to answer the upcoming internal and external ISO audit, confidently. The tools in the action research paper were used to address the issue. Also, I have adopted the Northwood University Quality Improvement Program (NUQIP), LEAD Continuous Improvement model.
This paper serves as a guidance on how team engagement can be addressed using interactive trainings when it comes to the ISO certification. The action research focused on the quest of identifying tools that can address lack of engagement. This action research focus on the goal of involving the team to be proactive in participating from the activities set by the ISO team at a Shared Service Center.
The issue was identified through one-on-one interviews, informal discussions, department meetings, and action research tools such as ORJI, the ladder of inference, levels of inquiry, four parts of speech, and force field analysis.
Guided by Northwood University Quality Improvement Program (NUQUIP), LEAD Continuous Improvement Model, we were able to address the issue. In addition, the ADKAR change framework was also used to facilitate the changes done by the team.
Abstract Format
html
Language
English
Format
Electronic
Accession Number
CDTG008152
Keywords
Teams in the workplace; Continuous improvement process; Shared services (Management)
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Recommended Citation
Javier, P. M. (2019). An action research addressing team engagement in ISO certification process using the LEAD- continuous improvement model at a shared service center. Retrieved from https://animorepository.dlsu.edu.ph/etd_masteral/7058
Embargo Period
1-20-2025
