Added Title

Implementation of ticketing system to improve service quality through queue management of program requests

Date of Publication


Document Type

Master's Thesis

Degree Name

Master of Business Administration

Subject Categories

Technology and Innovation


Ramon V. Del Rosario College of Business


Management and Organization Department

Thesis Advisor

Shieradel V. Jimenez

Defense Panel Chair

Raymund Habaradas

Defense Panel Member

Karen Aquino
Fitz Gerald Balba


The purpose of this action research was to address the increasing pending new program requests to improve the service quality of the MIS Team. Through the co-inquiry and systems thinking, my collaborators and I identified the array of issues contributing to the increasing pending requests including short manpower, no standardization of process, and poor communication. The Eight Step Process by John Kotter, the change management framework, guided us as we went through this action research. In the first cycle, we used the Agile Framework through Scrum and Kanban Boards, to construct the ticketing system template. In the second cycle, we used the SERVQUAL Model to identify the causes of service quality problems by measuring the gaps between the customers’ expectations and perceptions. We used the Force Field Analysis for cycles 1 and 2 to help us identify the driving forces and the restraining forces that are affecting our proposed change. We initiated the ticketing system template in cycle 1. However, it was not enough to address the pending new program requests. We have added the hiring of additional officer and the email reply templates in cycle 2. These solutions were implemented through continuous collaboration of our whole team to improve our service quality which can be measured in the number of pending requests. In line with this is the improvement of our work-life balance.

Abstract Format





Quality function deployment; Queuing theory

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Available for download on Thursday, June 22, 2028