Date of Publication


Document Type

Master's Thesis

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 Advisor

Divina M. Edralin

Defense Panel Chair

Maria Victoria Tibon

Defense Panel Member

Jaime Cempron
Patrick Aure


This action research addresses the main issue identified by the Angola Invoice Verification Team of Blue Shield Company after the researcher has noticed that their team is being slow in complying with their Service Level Agreement to handle invoices in their queue within 3 days. The issue was identified by the researcher and his two collaborators using a Fishbone diagram. The team agreed that the main reason why they are slow in reducing their invoice ages is that they are not familiar with the nature of transactions of the invoices they review. It was determined that the team uses memorization when determining the codes to be used for the invoices based on the nature of the transaction. This practice was ineffective, and the team has agreed that instead of memorizing the details for each supplier, they should be aware of how to properly assess the nature of the transactions instead. For the first cycle, the team coordinated with the Tax Team of Angola to have a training session to learn how they do the identification of the nature of transactions. The results of the training made the invoice review time improve. However, the team is still not that confident in how they review their invoice which was addressed in the second cycle by updating the tracker they use to reflect the codes per supplier as reference.

Abstract Format






Physical Description

208 leaves, color illustrations



Upload Full Text


Embargo Period